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Customer Experience (CX)

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CBP Case Study: Global Entry

Traveling abroad is exciting, but it can also be tiring. After a long flight coping with time zone changes, experiencing long lines upon entry can be extremely taxing. In these scenarios, the best experience a user can have is a seamless and unobtrusive one.

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Building a Holistic Metrics Strategy

Understand why it matters to have a holistic metrics strategy and how to approach making one.

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Incorporating Metrics into HCD

Get practical insights combining metrics and HCD methods to ensure solutions meet customers, employees and business needs.

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Our Findings So Far

On March 26th, 2024, CXD piloted a CX Maturity Workshop.  23 participants from 7 Components joined us.  Below is a summary of what we are working on now and what we can work on in the future. 

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CX Maturity Workshop

DHS has been piloting workshops to give Components time and space to think about their CX maturity.

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Our Maturity Model

To visualize our CX Maturity, we developed models representing core functions of CX growth. We adapted the 5 Core Functions mentioned in OMB’s A-11 280 policy. This is because several Components are already required to coordinate with them.

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CX Maturity Initiative

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CIS Ombudsman Language Access Plans

The Office of the Citizenship and Immigration Ombudsman (CIS Ombudsman) is committed to providing meaningful access to our office and activities for individuals with limited English proficiency.

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Writing Defendable Congressional Justifications

Writing Defendable Congressional Justifications

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PD and PWP Descriptions Template

A human-centered culture needs employees who are aware and strive for organizational transformation. Adding CX-related duties and KSAs to non-CX PDs, and CX goals to performance plans can improve customer experience.