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FY24−25 Priority Goal
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Department of Homeland Security

Advance Customer Experience (CX)

Goal leaders

Nicole “Niki” French

Customer Service Branch Manager

Office of Civil Rights & Liberties, Ombudsman, and Traveler Engagement, Transportation Security Administration (DHS)

To achieve

Advance the customer experience and mission delivery by enhancing our most critical services through the use of innovative technologies at airport security checkpoints and promoting paths for customers to connect directly with TSA. By September 30, 2025, 80% of customers surveyed will continue to report an overall positive satisfaction rating for TSA, and the agency will incorporate measures of ‘trust’ into its CX-surveys.

Progress Updates
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