WEBVTT 1 00:00:00.000 --> 00:00:06.833 [music] 2 00:00:06.833 --> 00:00:09.000 Thank you for taking the time to learn more about 3 00:00:09.000 --> 00:00:10.916 the DHS Customer Experience Leadership Observation Initiative. 4 00:00:10.916 --> 00:00:13.350 the DHS Customer Experience Leadership Observation Initiative. 5 00:00:13.350 --> 00:00:14.883 If you're watching this video, 6 00:00:14.883 --> 00:00:17.133 you will soon get to observe one of the Department's 7 00:00:17.133 --> 00:00:20.133 talented service teams as they interact with customers 8 00:00:20.133 --> 00:00:21.950 as part of their duties. 9 00:00:21.950 --> 00:00:24.900 We're excited for you to see and hear firsthand 10 00:00:24.900 --> 00:00:26.966 how DHS customers interact with 11 00:00:26.966 --> 00:00:29.033 and respond to our services. 12 00:00:29.033 --> 00:00:32.033 By observing real customer interactions regularly, 13 00:00:32.033 --> 00:00:35.000 ideally at least two hours every six weeks, 14 00:00:35.000 --> 00:00:38.933 you'll begin to see how policy, technology, and funding decisions 15 00:00:38.933 --> 00:00:43.083 directly impact DHS service delivery. 16 00:00:43.083 --> 00:00:45.883 Let's start with your first observation session. 17 00:00:45.883 --> 00:00:49.083 It will not be a demo or a dog and pony show. 18 00:00:49.083 --> 00:00:52.183 It's likely to be about an hour long altogether, 19 00:00:52.183 --> 00:00:54.233 with the first 40 to 50 minutes 20 00:00:54.233 --> 00:00:56.350 being the observation session itself 21 00:00:56.350 --> 00:00:58.150 and the final 10 to 15 minutes 22 00:00:58.150 --> 00:01:00.466 being a session debrief with the service team 23 00:01:00.466 --> 00:01:03.933 to pull out quick insights. 24 00:01:03.933 --> 00:01:05.050 Here are some examples 25 00:01:05.050 --> 00:01:09.000 of the variety of observation opportunities at DHS. 26 00:01:09.000 --> 00:01:11.383 There are usability study sessions, 27 00:01:11.383 --> 00:01:12.966 where teams directly observe 28 00:01:12.966 --> 00:01:15.700 someone interacting with a design to get feedback 29 00:01:15.700 --> 00:01:18.433 on how well the design supports the real goals 30 00:01:18.433 --> 00:01:22.050 of real people accessing a DHS service. 31 00:01:22.050 --> 00:01:25.100 For example, the team behind myUSCIS 32 00:01:25.100 --> 00:01:27.583 regularly conducts usability study sessions 33 00:01:27.583 --> 00:01:29.233 when they bring a new form online 34 00:01:29.233 --> 00:01:33.466 or when they make changes to existing forms. 35 00:01:33.466 --> 00:01:35.166 User and customer interviews 36 00:01:35.166 --> 00:01:37.500 are also regular touchpoints of interaction 37 00:01:37.500 --> 00:01:40.300 between the Department and the people it serves. 38 00:01:40.300 --> 00:01:42.866 For example, you could ride along remotely 39 00:01:42.866 --> 00:01:46.000 on immigration interviews with people seeking status or benefits, 40 00:01:46.000 --> 00:01:48.300 or with the people who represent them. 41 00:01:48.300 --> 00:01:50.816 Other examples include design teams in FEMA 42 00:01:50.816 --> 00:01:54.800 interviewing claimants, and TSA design teams interviewing travelers 43 00:01:54.800 --> 00:01:56.383 to learn what their questions are, 44 00:01:56.383 --> 00:01:58.966 what their experiences using a service are like, 45 00:01:58.966 --> 00:02:02.116 and how we can improve. 46 00:02:02.116 --> 00:02:04.216 Other opportunities for observation exist 47 00:02:04.216 --> 00:02:06.633 within the many service delivery interactions 48 00:02:06.633 --> 00:02:09.933 that take place every day across the organization. 49 00:02:09.933 --> 00:02:12.350 For example, you could listen in on calls 50 00:02:12.350 --> 00:02:14.266 to the CBP Information Center 51 00:02:14.266 --> 00:02:16.633 or USCIS Contact Center, 52 00:02:16.633 --> 00:02:20.566 observe TSOs at work at a TSA security checkpoint, 53 00:02:20.566 --> 00:02:24.416 or observe a FEMA remote home inspection. 54 00:02:24.416 --> 00:02:26.366 By observing these interactions, 55 00:02:26.366 --> 00:02:28.850 you will gain valuable firsthand perspective 56 00:02:28.850 --> 00:02:33.050 on the people you lead and the services they deliver every day. 57 00:02:33.050 --> 00:02:36.316 With this insight, you can be more confident that you're making 58 00:02:36.316 --> 00:02:40.200 evidence-based decisions that are informed by the actual experiences 59 00:02:40.200 --> 00:02:43.233 and needs of the customers and staff you serve. 60 00:02:43.233 --> 00:02:47.400 The more you observe, the better your decisions will be. 61 00:02:47.400 --> 00:02:50.033 Keep in mind, taking part in this process 62 00:02:50.033 --> 00:02:52.666 should be low-effort and high-value. 63 00:02:52.666 --> 00:02:56.183 Your responsibility is to watch, listen, and learn. 64 00:02:56.183 --> 00:02:59.716 These observations are an opportunity for you to sit back and witness 65 00:02:59.716 --> 00:03:04.983 DHS services as they are delivered to the public in real time. 66 00:03:04.983 --> 00:03:06.566 Thank you again for taking time 67 00:03:06.566 --> 00:03:09.650 to learn about the Leadership Observation Initiative. 68 00:03:09.650 --> 00:03:13.100 Your support and participation are essential to our work 69 00:03:13.100 --> 00:03:16.450 to improve the customer experience and delivery of services 70 00:03:16.450 --> 00:03:18.333 across the Department. 71 00:03:18.333 --> 00:03:20.350 We hope that when you do join us, 72 00:03:20.350 --> 00:03:23.000 you will find observation sessions valuable enough 73 00:03:23.000 --> 00:03:26.733 to make them a regular, recurring part of your schedule. 74 00:03:26.733 --> 00:03:27.816 For more information on 75 00:03:27.816 --> 00:03:31.250 the DHS CX Leadership Observation Initiative, 76 00:03:31.250 --> 00:03:34.516 or for assistance coordinating an observation session, 77 00:03:34.516 --> 00:03:39.183 please contact CX@hq.dhs.gov 78 00:03:39.183 --> 00:03:43.516 [music]