U.S. Department of Homeland Security has reportedly made customer experience improvements in line with directives in a presidential executive order issued last year.
President Joe Biden's executive order, "Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government," directed federal agencies to improve overall customer experience when accessing government services and benefits, according to a Dec. 13 DHS news release.
"Through the talent and dedication of the department's employees, we have made significant progress modernizing our delivery of services by harnessing technology and other innovations," Homeland Secretary Alejandro N. Mayorkas said in the release. "There is more work to be done, as we continue to improve the customer experience for the millions of individuals with whom we interact every day, while advancing equity, protecting individuals’ privacy rights and civil liberties and increasing our openness, transparency and accountability."
"Secretary Mayorkas has made improving customer experience one of the department's top priorities in order to remove administrative barriers, increase equity, build trust and strengthen security," the news release said.
The department interacts more frequently with the public than does any other federal agency, according to the news release. The department's customers include travelers in sea, air and land, in addition to businesses that import goods into the U.S. and immigrants applying for various services.
"To support these efforts, DHS established a comprehensive customer experience program led by experts from across industry, advocacy groups, academic institutions, government, and other communities of interest," the news release said. "These efforts have been further informed by guidance provided by leading industry and public sector executives on the Homeland Security Advisory Council."
