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CX Metrics Dashboard

How well are we serving you?

DHS is using data to help improve customer experience (CX) in government services.

This data measures service performance at key points in the customer journey. The goal is to strengthen DHS operations and meet the needs of the public and federal employees.

FEMA's mission is to help people before, during and after disasters. 

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Horizontal FEMA wordmark/lockup in blue with "DHS at 20" below the DHS seal

OFIA Inquiry Response Time

FY 2023
Average Response Time

3.81 Hours

Target
8 Business Hours (+110%)

 

Source: Salesforce Customer Relationship Management Tool

Flood Insurance Advocate

FEMA's Office of the Flood Insurance Advocate (OFIA) supports the fair treatment of National Flood Insurance Program (NFIP) policyholders and property owners by providing one-on-one assistance to customers contacting the Office.

Customers

National Flood Insurance Program policyholders or property owners.

Service Goal

The customer receives a timely initial contact related to their inquiry so that they know OFIA is working on their case.


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Horizontal FEMA wordmark/lockup in blue with "DHS at 20" below the DHS seal

OFIA Case Processing Time

FY 2023
Average Processing Time

11.85 Days

Target
15 Business Days (+27%)

 

Source: Salesforce Customer Relationship Management Tool

Flood Insurance Advocate

FEMA's Office of the Flood Insurance Advocate (OFIA) supports the fair treatment of National Flood Insurance Program (NFIP) policyholders and property owners by providing one-on-one assistance to customers contacting the Office.

Customers

National Flood Insurance Program policyholders or property owners.

Service Goal

Customers get a timely response to questions or concerns. This allows more time for complex cases.

TSA protects the nation's transportation systems to ensure freedom of movement for people and commerce.

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TSA logo with "DHS at 20" below the logo in blue

TSA PreCheck® Wait Times

FY 2023

Target Average Wait Time
Less than 10 Minutes

 

Segmented Wait Times

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TSA PreCheck® screening segmented wait times. The first bar shows 89% of PreCheck® travelers waited 0-4 minutes. The second bar shows 8% of PreCheck® travelers waited 5-9 minutes. The third bar shows 3% of PreCheck® travelers waited 10+ minutes.

Source: TSA Checkpoint Screening Data

TSA PreCheck® Screening

TSA PreCheck® provides passengers with a smoother security screening process. Passengers with TSA PreCheck® do not need to remove shoes, laptops, 3-1-1 liquids, belts or light jackets.

Customers

Travelers

Service Goal

Customers can have enough time post-checkpoint to accomplish any pre-flight tasks before boarding.


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TSA logo with "DHS at 20" below the logo in blue

TSA Standard Wait Times

FY 2023

Target Average Wait Time
Less than 20 Minutes

 

Segmented Wait Times

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TSA standard screening segmented wait times. The first bar shows 71% of waited 0-9 minutes. The second bar shows 24% of travelers waited 10-19 minutes. The third bar shows 5% of travelers waited 20+ minutes.

Source: TSA Checkpoint Screening Data

TSA Standard Screening

TSA screens over 2 million passengers, 5.5 million carry-on items, and 1.4 million checked bags each day. TSA operates security screenings at over 440 airports across the nation.

Customers

Travelers

Service Goal

Customers will safely get to their destination.

USCIS oversees lawful immigration to the United States.

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Horizontal USCIS wordmark/lockup in blue with "DHS at 20" below the DHS seal

N-400 Processing Times

FY 2023
Average Processing Time

7.6 Months

Target
8 Months (+5%)

 

Source: Electronic Immigration System (ELIS)

N-400

The N-400 is the application for naturalization and one of the most impactful benefits that USCIS offers. It paves a pathway to naturalized citizenship for lawful permanent residents who have been in the U.S. for a time -- while meeting people's desire to become U.S. citizens with all the benefits that comes with.

Customers

Lawful Permanent Residents who are eligible for naturalization.

Service Goal

Customers can plan for opportunities that require citizenship.


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Horizontal USCIS wordmark/lockup in blue with "DHS at 20" below the DHS seal

FOIA Request for A-Files

FY 2023
Average Processing Time

17 Days

Target
25 days (+47%)

 

Source: USCIS FIRST System

A-Files

USCIS manages the U.S. A-file system, which holds significant records information on persons who have encountered the U.S. immigration system. These individuals may need these official files for many other purposes, such as legal proceedings or benefits applications.

Customers

All immigrants with a U.S. government issued A-number.

Service Goal

Customers are able to get needed personal immigration information for other purposes.

Last Updated: 02/21/2024
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