Acquisition Guidance for CX Support at DHS
DHS is shifting to center its services around those who use them—delivering simple, secure, effective, equitable, and responsive solutions for all people we serve.
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User Experience (UX)
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Equity + CX = Burden Reduction
DHS customers experience over 190 million hours of "paperwork" burden each year. Reducing this burden is a key component of improving customer experience.
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CX Learning
Straightforward lessons on customer experience (CX) principles and methods to help you improve the delivery of your organization’s services.
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How to Start a Burden Reduction Initiative
Are you part of an Agency or Office looking to create your own burden reduction initiative? DHS has some tips, tricks, and lessons learned to share.
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How Do I Talk to Customers?
Helpful information on Paperwork Reduction Act (PRA)-friendly ways to gather feedback from, and talk to, your customers.
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Lessons Learned Over One Year of the CX Executive Order
It's been a year since the signing of the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.
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Reporting on Usability Testing
The final step in the usability testing process is the creation of a report that clearly identifies the ways a service can be improved.
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Burden Reduction at DHS
Learn how the Federal government uses human-centered design practices to reduce burdens for both employees and the public.
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Why We Need UX Researchers and Designers in the Federal Government (Part 3)
Third article in series showcasing how you establish design roles at your agency, recruit talented designers, successfully interview candidates, and ensure designers are successful in your organization.
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CX Guides & Kits
You don't need to recreate the wheel, especially if you are just starting as a CX Practitioner. Instead, check out the resources we pulled together that represent proven approaches to fostering a customer centric mindset in the Federal government.