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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
- DHS Announces Customer Experience Improvements One Year Following President Biden’s Executive Order
Homeland Secretary Alejandro N. Mayorkas announced customer experience improvements the Department has implemented since President Biden’s signed the Executive Order, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government,” which directed agencies to improve the overall experience for customers accessing government services and benefits.
- 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.
- Secretary Mayorkas Reviews Customer Experience Progress with Homeland Security Advisory Council, Swears in New Member
Secretary of Homeland Security Alejandro N. Mayorkas convened a meeting of the Homeland Security Advisory Council (“the Council”) to discuss how the Department can continually improve the American public’s experience when engaging with DHS, as well as the delivery of its key services such as trade and travel facilitation, immigration benefits processing, and aviation security screening.
- Why We Need UX Researchers and Designers in the Federal Government (Part 3)
In our previous articles, we covered why design is important for delivering government services and why having federal designers is critical to that process. Next, let’s focus on how you establish design roles at your agency, recruit talented designers, successfully interview candidates, and ensure that designers are successful within your organization.
- Why We Need UX Researchers and Designers in the Federal Government (Part 2)
In the last article, we outlined why human-centered design is critical for researching, designing, and delivering the critical products and services DHS provides to meet our mission objectives. When we understand customer needs (and again, we mean both external customers and internal customers), we can design more effective, efficient, and equitable services that meet those needs.
- 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.
- DHS Launches Technologist Hiring Initiative to Improve User Experience for General Public
The Department of Homeland Security (DHS) today announced a major new hiring initiative to transform customer experience (CX) and improve service delivery. The goal is to hire hundreds of mission-driven technologists with product management and customer experience expertise through the largest hiring initiative in any federal agency.
- 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.
