Customer Experience (CX)
On the Global team at USCIS, we create and manage software that helps oﬃcers in the humanitarian immigration space manage, interview, and adjudicate cases as quickly and eﬃciently as possible given the many policy and legal constraints on these systems.
To refine and enhance new employee onboarding, the Headquarters IT Operation Division project team partnered with the Customer Experience (CX) Directorate to learn how to leverage CX methodologies, with a focus on human-centric approaches.
The Department of Homeland Security has put customers first by using best in class customer experience (CX) practices, built products and services to better serve diverse communities, and enhanced our knowledge of CX across the Department.
Many government services aid the public during their most difficult moments, and through research we are learning how trauma affects our brains and nervous systems. We are leveraging this knowledge to best design government services to account for individual’s trauma.
Following the second anniversary of President Biden’s Executive Order 14058 “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government,” the Department of Homeland Security (DHS) recognized significant strides toward improving customer experience (CX) and reducing the administrative burden on the American public in 2023 and pledged to build upon those improvements in 2024.
On September 26, 2023, the Department of Homeland Security’s (DHS) Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) hosted a joint webinar with U.S. Citizenship and Immigration Services (USCIS) on recent customer experience (CX) enhancements and online tools.
The Department of Homeland Security (DHS) has launched the first annual Burden Reduction Plan for Fiscal Year (FY) 2024. In the new plan, Chief Information Officer (CIO) Eric Hysen charges the Department to build upon the momentum of the prior DHS Paperwork Reduction Act (PRA) Burden Reduction Initiative (which reduced over 21 million hours of burden on customers) to transform the public’s experience with our organization. DHS will continue to improve the experience of everyone who relies on the Department for critical services by making customer experience a central and lasting part of our culture.
The Department of Homeland Security’s Burden Reduction Plan for Fiscal Year (FY) 2024 is a cross-functional and cross-Component effort that continues the successes achieved in FY 2023. It is critical for all DHS employees to place customers at the center of all work and improve their interactions and experiences with the Department.
The Department of Homeland Security’s Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) invites you to participate in a joint webinar with U.S. Citizenship and Immigration Services (USCIS) on recent customer experience enhancements and online tools on Tuesday, September 26, 2023, from 2 to 3 p.m. Eastern Time.