Category 3: Using Innovation, Data, and BreakingDown Organizational Barriers
OFFICE OF CIVIL RIGHTS & LIBERTIES, OMBUDSMAN, AND TRAVELER ENGAGEMENT
Transportation Security Administration
U.S. Department of Homeland Security
Edith R. Vaisey
Customer Experience Branch Program Analyst
Nicholas Miller
Salesforce Technical Lead, Indev
Niki French
Customer Experience
Branch Manager
Tamisha Shinholt
Customer Experience Branch Program Analyst
Kristin Andrade
Customer Experience Branch Program Analyst
Natika Cleaves
Customer Experience Branch Program Analyst
Benjamin Terrell
Customer Experience Branch Program Analyst
Vandana Joshi
Quality Assurance, Indev
Umair Khan
Program Manager, Indev
Charlie Inman
Program Manager, Indev
Chandra Mutalam
Salesforce Developer, Indev
Johnny Duman
Salesforce Developer, Indev
Hasan Kalayci
Salesforce Developer, Indev
Kemal Polat
Salesforce Developer, Indev
Pauline Arroyo
CSM Working Group
Charlene Bailey
CSM Working Group
Christopher Barnett
CSM Working Group
Yvonne Beard
CSM Working Group
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Aprilynn Hartung
CSM Working Group
Alan Johnson
CSM Working Group
Ermelinda Krakowski
CSM Working Group
The Transportation Security Administration’s (TSA) Customer Experience Branch is being honored in Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers for transforming traveler engagement through real-time, cloud-based solutions that dramatically improved complaint resolution, data accuracy, and public accountability.
In 2024, TSA launched a new Customer Service Manager (CSM) App, replacing outdated legacy systems with a dynamic, user-informed platform that processes over 200,000 complaints and compliments annually across 440 U.S. airports. With new dashboards, tracking tools, and streamlined workflows, average complaint resolution time dropped from 17 to just 4 days, and the percentage of cases closed within five days nearly doubled.
The new system empowers 8x more staff to resolve issues, supports real-time decision-making for leadership, and ensures every traveler’s voice is heard and acted upon more efficiently than ever before, delivering measurable impact for the 2 million daily travelers who rely on TSA services.