In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Dana Chisnell, the Executive Director of the Customer Experience Directorate and Stephanie Moore, the Program Manager for the implementation of Executive Order 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” in the Department of Homeland Security. DHS is dedicated to transforming their most impactful services to meet the needs of the 1 billion touch points a year. As stated in the 2023 CX Annual Report, DHS believes that better customer experience means that the touch points they have with the public are more secure, equitable, efficient, effective and accessible for everyone.

In this episode, you will learn how DHS:

• Is creating a department that is human-centered
• Has created and staffed a Customer Experience Directorate that included over 70 experts.
• Has created alignment between the agency’s strategic plan and their information technology strategy and across headquarters and the eight operating components and on improving the services they deliver
• Is driving culture change and building their internal capacity for modernizing services and improving customers’ experience across the 8 operating components
• Is impacting the lives of their customers and users, including the public, travelers, businesses, non-citizens in the immigration process, disaster survivors, and more.

At the core, customer experience and human centered design isn’t an initiative. It’s about creating a human centered organization that embeds customer-focused thinking into every aspect of operations. It’s about a way of thinking and working that addresses issues and finds solutions for the people they serve.