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DHS Customer Experience Highlights

Come join us at DHS! We're hiring CX product and design experts across the Department.

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 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.
     
  • 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.

Last Updated: 11/22/2022
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