Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers
CUSTOMER EXPERIENCE
BRANCH'S CX RUNWAY SUITE
Transportation Security Administration
U.S. Department of Homeland Security
Patrick Dunn
Supervisory Program Analyst
Edith Vaisey
Program Analyst
Niki French
Manager
Tamisha Shinholt
Program Analyst
Kristin Andrade
Program Analyst
Natika Cleaves
Program Analyst
Benjamin Terrell
Program Analyst
Connie Huebner
Training Development Division Branch Manager
Jared Babin
El Paso Federal Security Director
Ryan Gebhart
ECCO
Matthew McCalligett
Program Specialist
Sean Cooley
Southeast Region Program Analyst
Rachel Schwind
Director
Sarah Spradlin
IO Psychologist
Tiffany Basdeo
Consultant
Louisa Schaefer
Senior Program/Process Specialist
Juliana Fitzsimmons
Consultant
Tara Smith
Consultant
Farhan Iqbal
Power BI Architect
Fred Panzer
IO Psychologist
The Transportation Security Administration's (TSA) Customer Experience Branch (CXB) is being honored in Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers for transforming customer experience data into actionable intelligence that improves the travel experience at airports nationwide. As TSA manages record-breaking passenger volumes, CXB developed the TSA CX Runway Suite, a first-of-its-kind Power BI platform that brings previously siloed information together to help leaders identify service gaps, strengthen accountability, and make data-driven decisions at the checkpoint level.
The CX Runway Suite consolidates seven data sources, more than 4.1 million data elements, and 80 interactive visualizations spanning over 750 checkpoints at 445 airports. Leaders can analyze traveler complaints, satisfaction, trust, checkpoint technology, and workforce information in one place. A groundbreaking hospitality dashboard compares traveler perceptions directly with supervisor assessments, replacing assumptions with evidence and enabling targeted coaching and improvements. The Suite also incorporates TSA's 2025 Passenger Experience Survey, providing nationwide satisfaction insights across 36 airports.
The platform has fundamentally changed how TSA measures and manages customer experience. CX metrics are now incorporated into an agency-wide scorecard for Federal Security Directors and connected to frontline performance accountability, helping leaders translate traveler feedback into measurable action. Employees benefit from clearer, objective information for coaching and development, while travelers benefit from faster problem resolution and more consistent checkpoint experiences. By breaking down data silos and connecting headquarters with frontline operations, CXB has demonstrated how data and innovation can strengthen both TSA's security mission and public trust.