Homeland Security Department Launches Customer Experience Office

The Department of Homeland Security has established a customer experience office under the Office of the Chief Information Officer to deliver simpler and more accessible public services.

The move is in compliance with a White House mandate to enhance CX and reduce administrative burdens. Four DHS components, including the Federal Emergency Management Agency and the Transportation Security Agency, are designated as high-impact service providers, which are subject to regular performance assessments and required to undertake service improvement efforts.

DHS Secretary Alejandro Mayorkas, a past Wash100 winner, explained that his organization interacts with more Americans daily than other federal agencies. He said the new CX office will facilitate service delivery that prioritizes customers.

The department appointed Dana Chisnell to lead the new office. She has decades of leadership experience relating to user experience and design in the public, private and academic sectors, DHS said Wednesday.

The CX office’s establishment was recommended by an advisory council within the department. The council also suggested that each of DHS’ HISP agencies have their own CX offices responsible for creating human-centered products and services.