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Secretary’s Award for Customer Service 2016

This award recognizes any unit within the Department with outstanding achievements in providing exceptional customer service through their hard and dedicated work.

This year's winners are listed below, along with a description of their contributions and achievements:

Individual Customer Service

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Unit Award to Wendy DeLapp

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to Wendy DeLapp, during the Secretary's Award Ceremony held Oct. 26, 2016. This award recognizes any unit within the Department with outstanding achievements in providing exceptional customer service through their hard and dedicated work. Official DHS photo by Barry Bahler. (DHS Photo by Barry Bahler/Released)



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For management of MyUSCIS that allows customers to have user accounts to access readily available, up-to-date information about immigration benefits and other tools to help in their pursuit for naturalization.

Wendy DeLapp, CIS
Washington, D.C.

For development and implementation of an online tool that generates custom checklists for particular classes of vessels in support of maritime safety and security.

Daniel E. Hardin, USCG
Washington, D.C.

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to Frank Minnick

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to Frank Minnick, during the Secretary's Award Ceremony held Oct. 26, 2016. This award recognizes any unit within the Department with outstanding achievements in providing exceptional customer service through their hard and dedicated work. Official DHS photo by Barry Bahler. (DHS Photo by Barry Bahler/Released)



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In recognition of the development and implementation of a “surge” processing model in an effort to meet the stated targets of admitting 10,000 Syrian Refugees into the country. Mr. Minnick is nominated for the President’s Award for Customer Service.

Frank Minnick, CIS
Washington, D.C.

Initiative Customer Service

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to Office of Privacy's eFOIA Mobile Application Team members Michael Norman, Christopher Drew, Douglas Hansen and David Lindner

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to Office of Privacy's eFOIA Mobile Application Team members Michael Norman, Christopher Drew, Douglas Hansen and David Lindner, during the Secretary's Award Ceremony held Oct. 26, 2016. This award recognizes any unit within the Department with outstanding achievements in providing exceptional customer service through their hard and dedicated work. Official DHS photo by Barry Bahler. (DHS Photo by Barry Bahler/Released)



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For developing the eFOIA mobile application to promote transparency and provide the public accessibility to all information pertaining to the Freedom of Information Act from any mobile device.

eFOIA Mobile Application Team, PRIV
Washington, DC

Michael Norman
Christopher Drew
Douglas Hansen
David Lindner

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to U.S. Citizenship and Immigration Services Enhanced I-9 Form Team members

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to U.S. Citizenship and Immigration Services Enhanced I-9 Form Team members Karen Powers Eric Schultz, Shannon Slattery, Elizabeth Baek, Max Raabe, Nicholas Steele, Marin Nikolov Celia Phittayasri, and Valerie Ross, during the Secretary's Award Ceremony held Oct. 26, 2016. This award recognizes any unit within the Department with outstanding achievements in providing exceptional customer service through their hard and dedicated work. Official DHS photo by Barry Bahler. (DHS Photo by Barry Bahler/Released)



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In recognition of the development of the Enhanced Form I-9 initiative, a smart Form I-9 that prevents most errors while completing the form, thereby reducing technical errors and hefty fines for employers.

Enhanced I-9 Form Team, CIS
Washington, D.C.

Karen Powers  
Eric Schultz
Shannon Slattery
Elizabeth Baek
Max Raabe
Nicholas Steele
Marin Nikolov
Celia Phittayasri
Valerie Ross
Shannon Slattery

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to Transportation Security Administration's @AskTSA Team Jennifer Plozai

Secretary of Homeland Security Jeh Johnson and Deputy Secretary of Homeland Security Alejandro Mayorkas presented the Secretary's Customer Service Award to Transportation Security Administration's @AskTSA Team Jennifer Plozai, during the Secretary's Award Ceremony held Oct. 26, 2016. This award recognizes any unit within the Department with outstanding achievements in providing exceptional customer service through their hard and dedicated work. Official DHS photo by Barry Bahler. (DHS Photo by Barry Bahler/Released)



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In recognition of the launch of a customer service Twitter account, @AskTSA, to provide quality, real-time responses to questions to better prepare passengers for the security screening process. This team is nominated for the President’s Award for Customer Service.

@AskTSA Team, TSA
Washington, DC

Jennifer Plozai

Last Published Date: August 4, 2021

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