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Our Maturity Model

To visualize our CX Maturity, we developed models representing core functions of CX growth. We adapted the 5 Core Functions mentioned in OMB’s A-11 280 policy. This is because several Components are already required to coordinate with them. This helps to streamline how we’re talking about CX and build a shared language across DHS and the federal government.

Each core function in our maturity model contains a set of practices. These practices are focused on human-centered design.

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Five different color cards showing the five core functions of CX maturity; Governance & Strategy, Culture & Organization, Customer Understanding, Service Design & Improvement, and Measurement

Our Practices

We’ve chosen to focus on these skills because they are essential to building a CX foundation. Other important practices related to CX may be included in the future.

There are 3 levels of maturity in each core function

Emerging​:

Starting out or taking root. Practices are in early stages, they're exploratory and relatively new.

Established​:

Practices that have taken ​hold in pockets across the agency or a team. Maybe you're telling stories​ or sharing data about the​ value of your CX investment.

Exemplary:

Practices have taken root, are well grounded, widely adopted or understood.
 

In a workshop format, teams sort through them and remove the ones they don't do. The cards that remain can be celebrated; the ones that were removed become next steps. Each core function contains between 6-9 practices, like ones shown below

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An example of the CX Maturity card sorting exercise, categorizing each of the 5 core functions into two sections with example comments for positive areas and improvement areas
Last Updated: 09/12/2024
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