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Case Studies

DHS High Impact Service Providers (HISPs) and many other Federal agencies are employing leading human-centered design approaches and tools that help them better understand their customers and identify opportunities to improve service delivery.

  • CBP Case Study: Vessel Entrance and Clearance System

    This case study highlights CBP's new Vessel Entrance and Clearance System (VECS) which digitizes and automates vessel entrance and clearance, streamlining the process.

    CBP Case Study: Vessel Entrance and Clearance System

  • CBP Case Study: Global Entry

    This case study highlights CBP's approach to reimagining Global Entry to offer a more optimized, user-centric, and seamless experience to travelers and the officers who facilitate the program. 

    CBP Case Study: Global Entry

  • TSA Case Study: PreCheck® Journey Map

    This case study outlines TSA's approach to building a journey map of a passenger's experience interacting with TSA PreCheck. 

    TSA Case Study: PreCheck® Journey Map

  • CBP 2021 CX Profile

    As international travel resumes and border restrictions are lifted, Customs and Border Protection is increasing its use of technology to streamline the customs experience.

    CBP 2021 CX Profile | Partnership for Public Service

  • USCIS 2021 CX Profile

    USCIS is now working to improve the experience for attorneys and legal representatives who helps applicants navigate the process and making it easier and quicker for customers to complete tasks when interacting with the agency across multiple channels.

    USCIS 2021 CX Profile | Partnership for Public Service

  • TSA 2021 CX Profile

    Every year, the Transportation Security Administration interacts with millions of travelers passing through airports and other transportation hubs. Customers appreciate the general travel information and answers to their questions that TSA provides over social media using its #AskTSA accounts. Customer satisfaction with the agency’s website has also increased in recent years. The agency has improved the clarity of information on the site, although many customers still call the agency’s contact center to confirm information.

    TSA 2021 CX Profile | Partnership for Public Service

  • FEMA 2021 CX Profile

    Each year, the Federal Emergency Management Agency helps hundreds of thousands of people recover after disasters, providing critical emergency services, financial support, and other assistance. Remote property inspections, launched out of necessity during the pandemic, are helping disaster survivors get easier access to inspections to verify damages.

    FEMA 2021 CX Profile | Partnership for Public Service

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