The ways in which the federal government interacts with its citizens has become a major focal point for agencies in recent years. Customer experience, or CX, is increasingly appearing on agency ...

At peak overload, the Department of Homeland Security reportedly administered 190 million hours’ worth of forms and data collection from the general public. In 2022, it was able to cut that back by 21 ...

Within the newly formalized DHS Customer Experience Office, “our biggest challenge is that the demand far outstrips the supply,” said its leader, Dana Chisnell. Customer Experience DHS The Department ...

If you want to help federal tech, start with design, according to USDS consultant Dana Chisnell. The biggest problem with government technology may not actually be technology; a more likely culprit is ...

The Department of Homeland Security (DHS) has released its 2023 Customer Experience Annual Report, unveiling a series of significant achievements and ambitious goals for enhancing public services.

The Department of Homeland Security has a new, permanent customer experience office and new mandates to make improvements, including an imperative to build off recent successes in reducing the time ...