Dana Chisnell

Department of Homeland Security

DHS sees ‘usability testing’ as central to big burden reduction goals

DHS is driving toward ambitious burden reduction goals by requiring components to leverage “usability tests” for any public information collections.

Management

federal, IT, federal IT leaders, DHS

People, agencies, not topics drove the CIO discussions in 2023

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(AP Photo/Lynne Sladky)

FILE - In this Nov. 20, 2020, file photo a U.S. Department of Homeland Security plaque is displayed a podium as international passengers arrive at Miami international Airport where they are screened by U.S. Customs and Border Protection in Miami. The damned-if-you-pay-damned-if-you-don’t dilemma on ransomware payments has left U.S. officials fumbling about how to respond. While the Biden administration “strongly discourages” paying, it recognizes that failing to pay would be suicidal for some victims. (AP Photo/Lynne Sladky, File)

DHS’ move to agile development to buoy customer experience too

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Federal Executive Forum Customer Experience in Government

Federal Executive Forum

FILE- In this Thursday, June 21, 2018 photo, air passengers heading to their departure gates enter TSA pre-check before going through security screening at Orlando International Airport, in Orlando, Fla. Investigators were unable to corroborate specific allegations that a Transportation Security Administration supervisor instructed air marshals to racially discriminate against passengers at Florida's busiest airport. But investigators for the Department of Homeland Security's Office of Inspector General uncovered other concerns about racial profiling of passengers by other TSA supervisors at Orlando International Airport, according to a report sent to lawmakers last week. (AP Photo/John Raoux)

DHS’ new directorate is on a mission to ‘CX all the things’

Management

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customer experience

DHS launching new ‘customer experience’ directorate this month

Management