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Department of Homeland Security


Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


  • About this HISP

    U.S. Citizen and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. Every day, USCIS staff adjudicates more than 26,000 requests for immigration benefits, processes refugee applications around the world in support of refugee admissions, responds to 150,000 inquiries and services requests, grants lawful permanent residence to more than 2,500 people and nearly 6,200 Green Cards, and ensures the employment eligibility of 100,000 new hires in the United States.

    Designated Services

    Contacting the USCIS contact center

    The USCIS Contact Center is the centralized resource for providing information services to the public. The Contact Center helps the public using multiple channels to provide accurate, timely and consistent information about applications and benefits. They employ a multi-tiered, integrated framework to address inquiries ranging from simple case status questions to those who have experienced significant issues or long delays.

    Q2 2021

    Q1 2021

    This HISP did not report customer feedback.

  • About this HISP

    Customs and Border Protection (CBP) is one of the world's largest law enforcement organizations and is charged with keeping terrorists and their weapons out of the U.S. while facilitating lawful international travel and trade. On a typical day in fiscal year 2020, CBP staff processed 650,178 passengers and pedestrians, $6.64 billion worth of imported goods, and 90,000 entries of merchandise at our air, land, and seaports of entry.

    Designated Services

    Contacting the CBP contact center

    CBP’s Traveler Communications Center was established in October of 2017 to serve as a 24/7 resource for traveler compliance and a central place to address common questions for those traveling to the United States.

    Q2 2021

    This HISP did not report customer feedback.

    Q1 2021

    This HISP did not report customer feedback.

  • About this HISP

    FEMA’s mission is to help people before, during and after disasters. 2020 set a new annual record of 22 “billion dollar” disasters - for the first time in the history, FEMA responded to simultaneous disasters in Washington, D.C., five territories and all 50 states for a record 230 presidentially declared emergencies, supporting more than 25 million people affected by natural disasters.

    Designated Services

    Applying for disaster assistance

    The Federal Emergency Management Agency (FEMA) Individual Assistance program mission is to ensure disaster survivors have timely access to a full range of authorized programs and services to maximize recovery through collaborative partnerships with state, local, tribal, and territorial governments, as well as other federal agencies, non-governmental organizations, and the private sector. FEMA surveys those who contact the FEMA helpline, applicants for the program and follow-ups after receiving assistance.

    Q2 2021

    Q1 2021

    This HISP did not report customer feedback.

  • About this HISP

    The Transportation Security Administration (TSA) is responsible for protecting the nation’s transportation systems to ensure freedom of movement for people and commerce. Within TSA, Domestic Aviation Operations is responsible for nearly 440 Federalized airports, screening more than 2 million passengers daily and 750 million every year and Surface Operations secures a wide U.S. transportation network of roadways, railroad tracks, tunnels, ports, and pipelines.

    Designated Services

    Contacting the TSA contact center

    The TSA Contact Center presents the opportunity to provide feedback to all people who call or email their contact center.

    Q2 2021

    Q1 2021