Customer experience

DHS Cuts 10M Hours of Administrative Work to Improve Customer Service

The Department of Homeland Security is working to improve the customer experience in accessing the department’s services by cutting another 10 million hours.

The department’s newly created Customer Experience Office will lead the effort, including a redesign of DHS’s internal-facing forms and new experiential customer experience training programs, Nextgov/FCW reported.

The office was established through a White House executive order on improving customer experience. It aims to reduce DHS workers’ administrative burdens to deliver better services to Americans.

DHS Customer Experience Office Executive Director Dana Chisnell, a speaker at an upcoming Potomac Officers Club event, said the new office shares similarities with a group that started when DHS Chief Information Officer Eric Hysen took over in 2021. She added that her team will soon help other DHS components formalize their own customer experience functions through office or program creation.

Chisnell is among the executives attending The CX Imperative Forum in January 2024 in Falls Church, Virginia. The event will focus on how digital transformation strategies play a significant role in redesigning customer experience to meet the Biden-Harris administration’s EO on customer experience.