Customer Experience (CX)
Intro to CX
Intro to CX is your starting point to learning more about customer experience at DHS. Each lesson focuses on the fundamentals of CX by identifying the who, what, when, where, and why approach to customer experience at your DHS Component.
Acquisition Guidance for CX Support at DHS
DHS is shifting to center its services around those who use them—delivering simple, secure, effective, equitable, and responsive solutions for all people we serve.
Equity + CX = Burden Reduction
DHS customers experience over 190 million hours of "paperwork" burden each year. Reducing this burden is a key component of improving customer experience.
Straightforward lessons on customer experience (CX) principles and methods to help you improve the delivery of your organization’s services.
How to Start a Burden Reduction Initiative
Are you part of an Agency or Office looking to create your own burden reduction initiative? DHS has some tips, tricks, and lessons learned to share.
Methods for Burden Reduction
DHS imposes over 190 million hours of "paperwork" burden on the public each year. This burden can be reduced with 9 key methods to improve the customer experience.