The Department of Homeland Security is committed to ensuring the public can seamlessly interact with its agencies and offices and is taking active steps to reduce administrative burdens and improve efficiency, equity, and accessibility throughout the customer experience (CX).
CX Highlights from DHS HQ
- Why We Need UX Researchers and Designers in the Federal Government (Part 1)
Almost everything you use or touch in your daily life is intentionally designed and design extends beyond the physical objects to the services you experience.
- Does DHS Really Have Customers?
The “customer experience” is how people experience and perceive our government services. It is what happens at the touchpoints when someone interacts with a government service. Customer experience describes the touchpoints as “moments that matter." The customer experience could be one touchpoint or several over a longer relationship between “customer” and government.
- User Acceptance Testing Versus Usability Testing
While it might feel like UAT and usability testing are interchangeable terms or that if you’re doing one, that should suffice for user input, they’re actually different tools for learning about the effectiveness of a digital product. Each method provides value towards delivering effective, human-centered products or services.
- Statement from Secretary Mayorkas on President Biden’s Customer Experience Executive Order
The Department of Homeland Security is committed to ensuring the public can seamlessly interact with its agencies and offices and is taking key steps to reduce administrative burdens and improve efficiency, equity, and accessibility throughout the customer experience.
- Is There a Difference Between Customer Service and Customer Experience?
As we’re working across DHS to talk about customer experience with stakeholders, one misconception has been prevalent. And that is the notion that customer experience and customer service are the same and can be used interchangeably. They are different, but they are both critical parts of improving government services. The difference really comes down to perspective.
CX Highlights from DHS Components
- Implementing Mobile Driver’s Licenses: Not as Easy as You Think
Physical driver’s license holders may soon be able to apply for Mobile Driver’s Licenses (mDLs) stored on smartphones if they want to move to a digital ID, thanks to a collaborative project involving the Science and Technology Directorate (S&T), National Institute of Standards and Technology (NIST), and TSA.
- TSA Enables Arizona Residents to Use Mobile Driver’s License or State ID for Verification at Phoenix Sky Harbor International Airport | TSA.gov
The Transportation Security Administration (TSA), in collaboration with the State of Arizona and Apple, deployed a new technology that allows airline passengers to use their state-issued mobile driver’s license or mobile identification card in Apple Wallet on iPhone or Apple Watch to verify their identity for airport security screening purposes.
- TSA Launches Cutting-edge Passenger Identification Technology at LAX Security Checkpoints | TSA.gov
The Transportation Security Administration (TSA) at Los Angeles International Airport (LAX) has introduced new facial recognition technology to verify the identity of guests at some of the airport’s security checkpoints.
- Agencies Embrace CX Initiatives in Support of Presidential Directives | GovernmentCIOMedia.com
Customer experience leaders at CISA, GSA, and OMB explain how they’re shifting strategies to support President Biden’s recent executive order.
- CBP Expands Simplified Arrival to Houlton, Jackman, and Calais Ports of Entry | CBP.gov
U.S. Customs and Border Protection (CBP) announced today the start of an innovative facial biometric pilot in select vehicle lanes at the Anzalduas International Bridge Port of Entry (POE), Texas for travelers arriving in the United States.
- CBP Announces Facial Biometric Pilot for Inbound Vehicle Travelers at Anzalduas International Bridge | USCIS.gov
This enhanced process for international travel, known as Simplified Arrival, uses facial biometrics to automate the manual document checks that are already required for admission into the United States and provides travelers with a secure, touchless travel experience.
- Appeals Branch Continually Improves Customer Experience and Efficiency | FEMA.gov
For the last four years, the Federal Insurance Directorate (FID) has approached policyholder claim appeals through the lens of the customer experience work started in 2017.
- USCIS Begins Implementing New Interactive Voice Response Telephone System | USCIS.gov
USCIS is introducing a new interactive voice response (IVR) telephone system today for English and Spanish calls to the USCIS Contact Center.