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Customer Experience (CX)

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Testing in the Office

Use the materials available for download in this page to run a usability test in the office.

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Practice Test Materials

Use the materials available for download in this page to run a practice usability test with your team. Your goal with the test? To measure the effectiveness of the origami instructions provided.

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DHS Usability Testing Kit

The resources in this kit help you systematize the CX process, produce reliable findings, and expand your ability to test service materials with real users.

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Burden Reduction Initiative Memo

The Paperwork Reduction Act (PRA) governs how federal agencies collect information from the public. On December 13, 2021, the President issued Executive Order (EO) 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, directing agencies to improve the overall experience for customers accessing government services and benefits.

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Is There a Difference Between Customer Service and Customer Experience?

As we’re working across DHS to talk about customer experience with stakeholders, one misconception has been prevalent.  And that is the notion that customer experience and customer service are the same and can be used interchangeably. They are different, but they are both critical parts of improving government services. The difference really comes down to perspective. 

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CX Resources

Customer Experience Resources: Covering CX best practices, important terms and concepts, and our Newsletter Archive.

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Why CX Matters

Learn how and why the Department of Homeland Security's customer experience (CX) initiatives drive mission success.

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Customer Experience (CX) at DHS

CX improvements at DHS will reduce administrative burdens, simplify public-facing and internal processes, and empower the workforce to solve problems.

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CIS Ombudsman's Recommendations 2004

Recommendations to USCIS and their responses for the year 2004.

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CIS Ombudsman's Recommendations to U.S. Citizenship and Immigration Services 2011

CIS Ombudsman's Recommendations to U.S. Citizenship and Immigration Services 2011