Learn how to improve and gain CX skills with At-Your-Own-Pace lessons and live group webinars. Stay up to date on DHS customer experience initiatives and milestones. Learn how to measure your customer experience and the impact teams at DHS are making every day. Learn how onsite observation can help improve your teams CX capabilities.

We build CX capacity and human-centered expertise across DHS. We establish and strengthen a culture of human-centered design and decision-making. We lead and oversee long-term efforts to transform critical services.

2025年3月20日 · 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.

By prioritizing customer experience (CX), DHS is improving the way it serves its customers. This helps reduce the burden on the public and builds trust between the public and the government. DHS is looking to improve CX by measuring CX across the department.

2024年10月15日 · Headed by Executive Director Dana Chisnell, the CX Directorate leads the delivery of easy-to-use, accessible and responsive tools to DHS customers. Chisnell will convene with fellow DHS officials and industry experts during a panel discussion at the Potomac Officers Club’s 2024 Homeland Security Summit on Nov. 13.

2023年12月8日 · Federal customer experience (CX) officials from the Department of Homeland Security (DHS) said this week that CX capabilities are finally starting to “take root” across the agency’s different components, which are keeping customers top of mind when designing government services.

2 天之前 · “Over two and a half years, the CX team at DHS institutionalized customer experience functions that drive human-centered service design. Where in 2022 there was a scattering of designers across ...

2023年1月31日 · Through these interactions, DHS imposes over 190 million hours of "paperwork" burden on the public each year. Reducing this burden, or eliminating "time taxes" is a key component of improving overall customer experience and rebuilding trust in …

2024年6月13日 · What Is Customer Experience (CX)? Customer experience (CX) is the sum total of all interactions between an organization and a customer. Interactions are made up of touchpoints. A touchpoint is any direct or indirect contact a customer has with your service/product. A touchpoint can be digital, physical, or human. Here are …

2023年7月27日 · To help handle the massive amount of public interaction, DHS launched a new initiative, called the Customer Experience (CX) Directorate, which aims to synthesize, manage and majorly improve customer experience in those four key high-impact service providers — TSA, FEMA, USCIS and CBP — all housed under the department’s broad umbrella of ...