Customer Service Plan


Start: 2011-11-15, Publication: 2012-05-01


As required by Executive Order 13571, Streamlining Service Delivery and Improving Customer Service, DHS has developed this Customer Service Plan. The Plan’s purpose is to highlight efforts currently underway that will improve DHS’s customer service, while strengthening security. It does not include all of DHS’s efforts to improve customer service, but provides a sample of the types of initiatives that are being pursued across the Department.

This includes: * Using technology to focus on pre-screening of individuals who volunteer information about themselves prior to flying in order to expedite the traveling experience generally; * Using mobile applications to disseminate information in times of a disaster; and * Centralizing information and making it more easily accessible to non-citizens seeking to study in the United States and to the institutions that will host these individuals. * Modernizing our enterprise public web capabilities to improve the customer experience, which we call our One-DHS web initiative.


Name:Owen Ambur


Name:Department of Homeland Security


The Department of Homeland Security (DHS) has a vital mission: to lead efforts to achieve a safe, secure, and resilient homeland. This requires the dedication of more than 240,000 employees in jobs that range from aviation and border security to emergency response, from cybersecurity analysts to chemical facility inspectors. Our duties are wide-ranging, but our goal is clear - keeping America safe, secure, and resilient.


  • Members of the PublicTo fulfill this mission, DHS employees interact with members of the public on a daily basis. DHS’s mission is diverse and consequently, so too are the customers that it serves.