CXD Toolkit

The Department of Homeland Security’s Customer Experience (DHS CX) Directorate has designed a quick-start guide to operationalize and formalize customer experience organizations across the Department. The CX Toolkit uses a human-centered design (HCD) approach to help organizations strategize and mature their customer and employee experience capabilities. ​
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The Office of Management and Budget (OMB) defines customer experience (CX) as:​
​“The sum of all experiences or a combination of factors that result from touch-points between an individual, business, or organization that the Federal Government over the duration of an interaction and relationship.” 

These factors can include:

• Ease & simplicity​
• Efficiency & speed​
• Equity & transparency of the process​
• Effectiveness & perceived value of the service​
• Interaction with any employees

OMB has stated that customer experience is a key focus area for government agencies. By putting an emphasis on the need for government organizations to prioritize and improve interactions with citizens. ​
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The goal of the CX Toolkit is to act as a reference to help organizations strategize, develop, and implement CX practices at their own government agencies.
 

The CXD Toolkit

The CX Toolkit provides information and resources to drive value, create  meaningful services and capture the voice of the customer by using human-centered practices. Through human-centered design practices you can drive change to public-facing mechanisms to deliver easier access and improve processes like: 

• Service delivery​
• Processes​
• Systems​
• Forms​
• Plain language practices 

The CXD Toolkit uses a “Ready (Strategizing), Set (Developing), Grow (Implementation)” framework. This framework will guide you from planning your CX Strategy to implementing it within your organization.