The Department of Homeland Security Customer Experience Directorate (DHS CXD) is being recognized for its outstanding leadership in embedding customer experience (CX) into the core of national security services. As the winner in Category 1: Building a Customer Focused Culture, DHS CXD has championed policies, tools, and training that are transforming how DHS delivers services to the public, ensuring they are trustworthy, secure, equitable, and accessible.

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In 2024, CXD played a pivotal role in shifting the culture of the nation’s second largest federal agency. The directorate reduced public burden by more than 10.5 million hours in a single year, and over 31.5 million hours across two years. It trained more than 25,000 staff in customer experience and accessibility best practices, launched innovative tools such as a CX Strategic Sourcing Vehicle and modernized acquisition processes, and elevated CX efforts across four High Impact Service Providers (HISPs). CXD also supported service improvements like faster TSA screening, helping deliver average wait times of under nine minutes for more than 21 million PreCheck travelers.

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Through strategic leadership and cross agency collaboration, DHS CXD has redefined customer experience as mission critical, fostering a culture of service that prioritizes people, responsiveness, and continuous improvement.