DHS hiring initiative eyes bolstered CX, service delivery

Department of Homeland Security (DHS) officials are espousing the benefits of a new hiring initiative they said seeks to transform the customer experience (CX) while enhancing service delivery.

“I have made it one of our Department’s top priorities to modernize our delivery of services by harnessing technology and other innovations,” DHS Secretary Alejandro N. Mayorkas said. “Together, we can improve the customer experience for the millions of individuals with whom we interact every day, while advancing equity, protecting individuals’ rights and liberties, and increasing our openness, transparency and accountability.”

The agency initiated a department-wide focus on CX via President Joe Biden’s Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.

DHS indicated the goal is to hire hundreds of mission-driven technologists possessing product management and customer experience expertise – noting no prior government experience is required. 

“I left Silicon Valley for government service to be able to use my skills to serve my country and help those in need,” DHS Chief Information Officer Eric Hysen said. “We are asking technologists from across the country to consider the call of public service to make a significant impact in the lives of travelers, disaster survivors, those accessing citizenship and immigration services and the many other customers who depend on DHS for critical services.” 

The scope of work calls for technologists to support DHS agencies and offices with regard to service digitization while helping to reduce administrative burdens by eliminating millions of hours of paperwork and improving access to benefits.

Within the CX realm, new hires are slated to assist with improving air travel; helping disaster survivors apply for assistance; simplifying citizenship and immigration service applications; and bolstering information sharing.