Ms. Dana Chisnell is the Executive Director of the newly-created Customer Experience Directorate for the Department of Homeland Security. She has expertise in forms design, user experience design, and plain language. Dana Chisnell came to the government agency after serving at the U.S. Digital Service.
Over the last six years, the government has worked hard to improve how people experience its services, but the results show that there’s still room for improvement. Some agencies did better than others, including the Bureau of Consular Affairs, Medicaid, and the National Park Service.
But overall, it only tips as ‘slightly satisfied’ on the customers’ scale. Total satifaction is the goal of the CX Imperative Forum.
Catch Dana Chisnell at the Potomac Officers Club’s CX Imperative Forum
Dana Chisnell is one of the keynote speakers for the Potomac Officers Club’s CX Imperative Forum on January 25, 2024.
Why is this event worth attending? The government is on a mission to revamp its services using technology, ensuring they’re user-friendly, easy to access, transparent, fair for everyone, and protective of your data.
At the Potomac Officer’s Club’s CX Imperative session, we’ll dive deep into how digital transformation strategies can transform how agencies approach customer experience.
We’re talking about aligning with the presidential directive, cranking up the transparency, tearing down any unfair barriers, and giving customer data the fortress-level protection it deserves.
Mark your calendars and participate in the discussion on how the government works to keep up in the digital era.
See the event details here | Register here
The Importance of the Customer Experience Office at the Department of Homeland Security
The Department of Homeland Security interacts more with the public than any other agency. Hence, it is important to prioritize making this fair and less burdensome for everyone.
Specifically, the agency is improving its engagement with the public, given the one billion interactions yearly.
According to Dana Chisnell, the DHS forms and data collections require about 190 million hours from the public annually. To reduce this by 21 million hours, their team introduced pre-filled forms, enabled online submissions, and more.
Last year, they successfully cut the time the public spends accessing their services by over 21 million hours annually. This was measured by a process the Office of Management and Budget (OBM) oversees under the Paperwork Reduction Act.
Now, they are working to decrease the time needed to access their services by an additional 10 million hours. Also, they aim to revamp 75% of internal DHS forms to streamline processes.
