The Homeland Security Advisory Council recently gathered to talk about how the U.S. Department of Homeland Security can continually enhance its interactions with customers.
According to a Dec. 8 news release, the proposed improvements to the customer experience revolved around the multitude of services provided by the department, including aviation security screening, processing immigration benefits, and trade and travel facilitation.
“Few other agencies in the federal government interact with as many Americans each day as the Department of Homeland Security,” Homeland Security Secretary Alejandro N. Mayorkas said in the release. “If we can make every interaction the American public has with our agency more efficient and more effective, we can better meet the needs of the diverse communities we serve.”
The council’s Customer Experience and Service Delivery Subcommittee suggested DHS create a more flexible staffing and hiring model, use technology to optimize the workplace and increase support for customer demands and refine various aspects of the customer experience including accountability, communication and transparency, the release reported.
“The Homeland Security Advisory Council’s wide-ranging expertise from the public and private sector is vital to these efforts,” Mayorkas said in the release.
