DHS has announced an intent to hire hundreds of new employees for product management and customer experience expertise as part of the Biden administration’s Presidents Management Agenda initiative on customer service.
The positions “will support efforts at DHS agencies and offices to digitize services and to reduce administrative burdens by eliminating millions of hours of paperwork and improving access to benefits, for example,” the department said.
DHS said it “interacts more frequently on a daily basis with the American public than any other federal agency – from travelers moving through our air, land, and seaports, and businesses importing goods into the country, to those applying for citizenship.”
It says the new hires will be involved with initiatives including customer experience training for TSA employees; redesigning and simplifying applications for disaster assistance through FEMA; simplifying citizenship and immigration service applications through USCIS; strengthening information sharing among DHS law enforcement components; and reducing paperwork burden hours on the public, including by stressing the use of plain language on forms.
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