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Federal Emergency Management Agency, Department of Homeland Security


Fielded 4.8 million calls, completed 2.3 million home inspections, and supported 5 million survivor registrants in 2017

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The Federal Emergency Management Agency's (FEMA) mission is to help people before, during and after disasters. FEMA coordinates the federal government's role in preparing for, preventing, mitigating the effects of, responding to, and recovering from all domestic disasters, whether natural or man-made, including acts of terror. The agency helps eligible individuals and households, state, local and tribal governments, and certain private nonprofits cover disaster recovery and mitigation expenses through its three main grant programs: Individual Assistance, Public Assistance and Hazard Mitigation. FEMA works closely with other federal partners, such as the U.S. Small Business Administration, which provides low-interest disaster loans to help homeowners, renters and businesses recover. Additionally, FEMA funds training of emergency response personnel throughout the United States and its territories as part of the agency's preparedness efforts.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.


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Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

Q2 2021 · January 1 - March 31, 2021

Q1 2021 · October 1 - December 31, 2020

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During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

Operational Data

There is no available data to share at this time.

Reporting Notes

  • CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
  • Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.