DHS Launches New Technician Recruitment Campaign Focused on Customer Experience – MeriTalk


The Department of Homeland (DHS) announcement on September 8, a new tech talent recruitment campaign that will help the agency improve customer experience (CX).

New hiring initiative follows President Biden’s Executive Decree at the end of last year which aims to improve the way the federal government serves the public.

“The goal is to hire hundreds of mission-focused technologists with expertise in product management and customer experience through the largest hiring initiative of any federal agency,” DHS said.

“The technologists will support efforts by agencies and DHS offices to digitize services and reduce administrative burdens by eliminating millions of hours of paperwork and improving access to benefits, for example,” the agency said.

“I have made this one of our department’s top priorities to modernize our service delivery by leveraging technology and other innovations,” Homeland Security Secretary Alejandro N. Mayorkas said. “Together, we can improve the customer experience for the millions of people we interact with every day, while advancing fairness, protecting the rights and freedoms of individuals, and increasing our openness, transparency and accountability. “

The new initiative will aim to improve the customer experience in a wide variety of areas, including:

  • Improving air travel – the Transportation Security Agency (TSA) is rolling out mobile driver’s licenses and contactless curb-to-door experiences, rolling out customer experience training for all agents;
  • Helping Disaster Survivors Seek Help – The Federal Emergency Management Agency (FEMA) is redefining and simplifying its online disaster assistance application and updating its policies to allow survivors to a disaster to get emergency aid more quickly, fairly and efficiently;
  • Simplify applications for citizenship and immigration services – United States Citizenship and Immigration Services (USCIS) is digitizing forms and making it easier for immigrants to understand what they may be eligible for with myUSCIS; and
  • Enhanced Information Sharing – the Office of Intelligence and Analysis (I&A) is improving how law enforcement and first responders across the country access DHS intelligence in a timely manner through the new Intel DHS App.

DHS said its efforts aim to eliminate 20 million of the 190 million hours of burden it places on the public each year, as measured under the Red Tape Reduction Act.

The agency stressed that it does not require prior government experience from the new recruits it seeks.

“I left Silicon Valley for government service so I could use my skills to serve my country and help those in need,” said Eric Hysen, chief information officer of DHS.

“We ask technologists across the country to consider the call for public service to have a meaningful impact in the lives of travelers, disaster survivors, those accessing citizenship and immigration services, and many others. customers who rely on DHS for essential services,” Hysen said.


About Author

Comments are closed.