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DHS CX Newsletter Archive

Looking to catch up on DHS CX happenings? Here you can access all issues of the CX Observer, the official newsletter of the DHS CX/UX Community of Practice.

July 2022: Does DHS Really Have Customers?

Takeaways for Readers

  • By the definition in Executive Order 14058, DHS Customers are individuals, businesses, and organizations that interact with DHS, including internal staff
  • “Customer experience” describes what happens when people or organizations interact with government services
  • If we focus on the goals of the person as they with interact our services, it’s easy to improve the experience they have

June 2022: Is There a Difference Between Customer Service and Customer Experience?

Takeaways for Readers

  • Customer service is only one part of the overall customer experience that includes many different interactions.
  • Providing good customer service, assistance, is a key part of a good experience, but the full experience goes much broader than just the customer service and assistance provided.
Last Updated: 08/23/2022
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