2023 CX Annual Report
The 2023 Annual Customer Experience Report from the Customer Experience Directorate at DHS.
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The 2023 Annual Customer Experience Report from the Customer Experience Directorate at DHS.
On September 26, 2023, the Department of Homeland Security’s (DHS) Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) hosted a joint webinar with U.S. Citizenship and Immigration Services (USCIS) on recent customer experience (CX) enhancements and online tools.
The Department of Homeland Security (DHS) has launched the first annual Burden Reduction Plan for Fiscal Year (FY) 2024. In the new plan, Chief Information Officer (CIO) Eric Hysen charges the Department to build upon the momentum of the prior DHS Paperwork Reduction Act (PRA) Burden Reduction Initiative (which reduced over 21 million hours of burden on customers) to transform the public’s experience with our organization. DHS will continue to improve the experience of everyone who relies on the Department for critical services by making customer experience a central and lasting part of our culture.
The Department of Homeland Security’s Burden Reduction Plan for Fiscal Year (FY) 2024 is a cross-functional and cross-Component effort that continues the successes achieved in FY 2023. It is critical for all DHS employees to place customers at the center of all work and improve their interactions and experiences with the Department.
The Department of Homeland Security’s Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) invites you to participate in a joint webinar with U.S. Citizenship and Immigration Services (USCIS) on recent customer experience enhancements and online tools on Tuesday, September 26, 2023, from 2 to 3 p.m. Eastern Time.
The Department of Homeland Security (DHS) has over one billion interactions with the public every year. Every person in this country (and beyond) interacts with services and systems DHS manages. That’s a lot of public touchpoints. That’s also a lot of opportunity to build trust and deliver value one interaction at a time.
Accessible plain language ensures customers, and their experiences, are centered throughout the various touchpoints they have with DHS.
DHS announced that it has established a permanent Customer Experience (CX) office to help deliver services that are simple to use, accessible, equitable, protective, transparent, and responsive for all DHS customers.
The CX Metrics Dashboard provides greater accountability and transparency for the public on DHS’ progress on improving customer experiences.
You’ve decided to conduct usability testing to learn more about your users’ experience with your services. Now the question is, what methods will get you the best data to make design decisions?