DHS CX Initiatives
Interested in what CX initiatives are happening within the CXD and across DHS? Come learn what teams are doing and how you can get involved with learning or advancing your CX skillsets.
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Interested in what CX initiatives are happening within the CXD and across DHS? Come learn what teams are doing and how you can get involved with learning or advancing your CX skillsets.
Learn what CX Metrics are being captured across DHS teams. Here you’ll find dashboards, informational kits on how to collect metrics, and how to get your team involved with CX metrics.
Customer Research That Does Not Need PRA Clearance: Ethnographic Interviews, and Surveys or Recruitment.
This report summarizes the design of a customer experience (CX) Metrics Dashboard and the value in measuring CX.
On the Global team at USCIS, we create and manage software that helps officers in the humanitarian immigration space manage, interview, and adjudicate cases as quickly and efficiently as possible given the many policy and legal constraints on these systems.
To refine and enhance new employee onboarding, the Headquarters IT Operation Division project team partnered with the Customer Experience (CX) Directorate to learn how to leverage CX methodologies, with a focus on human-centric approaches.
The Department of Homeland Security has put customers first by using best in class customer experience (CX) practices, built products and services to better serve diverse communities, and enhanced our knowledge of CX across the Department.
Many government services aid the public during their most difficult moments, and through research we are learning how trauma affects our brains and nervous systems. We are leveraging this knowledge to best design government services to account for individual’s trauma.
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.