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Transportation Security Administration, Department of Homeland Security

Airport Security Checkpoints

Screen more than 2 million passengers on more than 25,000 flights each day at nearly 440 airports nationwide

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Transportation Security Administration (TSA) is responsible for protecting the Nation’s transportation systems to ensure freedom of movement for people and commerce. TSA is most visible through its aviation security efforts, but is also responsible for the security of other modes of transportation, including highways and motor carriers, mass transit, freight rail, oil and natural gas pipelines, and maritime. TSA screens more than 750 million passengers a year at over 400 airports nationwide. TSA practices risk-based security, which is based on the understanding that the vast majority of people traveling pose little to no threat to aviation.

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.