Airport Security Screening and Passenger Support Services

Footnotes

1 This figure was substantially lower in 2018 as TSA PreCheck™ launched in late 2012 and membership expires after five years. More memberships were due for expiration in 2019 than in 2018. 

2 Washington Post, Investigation Ordered into TSA Response to Coronavirus After Whistleblower Complaint, June 18 2020. Retrieved: https://wapo.st/2QFF8yI 

3 TSA calculated average wait times across 450 airports nationwide. These times may appear lower than expected due to lower volumes of travelers at off-peak hours. 

4 TSA Customer Experience Action Plan, June 2019. 

5 Data from an analysis of TSA website metrics. Scores represent totals for the year aggregated from monthly reports.    

6 Data only available for the first half of fiscal 2019. 

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Social media review methodology

To assess how agencies use social media to interact with customers, we examined three social media best practices identified through conversations with experts: posting frequently, delivering engaging content and responding to questions. We analyzed the most active Facebook or Twitter account by selecting specific months to examine trends throughout the year, including changes to social media activity during the coronavirus.

The team defined posting almost daily as meaning the agency posted for at least 25 out of 30 days on average in September 2019, December 2019, March 2020 and May 2020. Includes multimedia content is defined as whether the agency posted a range of multimedia content with interactive elements beyond just static images. Responds to customers is defined as whether or not agencies respond to questions through the direct message feature on Facebook or in the comment section of posts. To assess this, we examined September 2019, December 2019 and April 2020 (or another month when data was not available).  “No” indicates the agency never or rarely responds to comments; “Yes – occasionally” indicates the agency responds sometimes, but there does not appear to be a consistent pattern over time; and “Yes – regularly” indicates the agency responds to comments on a frequent and consistent basis over time.

The number of tweets, likes, posts and views reflect the total activity since the social media account was established.

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Website experience methodology

For each agency, we selected for review a set of webpages that customers would theoretically visit to seek answers to frequently asked questions, vetted with each agency.  

We partnered with the Center for Plain Language to conduct this review. The center followed the same methodology it uses to assess plain language for its annual ClearMark awards for a range of organizations and its annual Federal Plain Language Report Card for the government. Two plain-language experts individually and independently reviewed and scored each set of pages, using five plain-language criteria to assess each site. They rated each criterion on a five-point scale:

• Information design and navigation. 
• Pictures, graphics and charts. 
• Style or voice. 
• Structure and content.  
• Understanding of audience. 

The reviewers then met to reach consensus on strengths and weaknesses of each site and to assign a letter grade based on their ratings. 

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Customer experience indicators methodology

The Partnership and Accenture developed the following list of indicators to understand how agencies prioritize the customer experience, and steps they can take to improve. The list is based on research about effective customer experience practices in both government and the private sector, and aligns with practices in a customer experience maturity self-assessment for agencies developed by the Office of Management and Budget. Leaders who participated in the Partnership’s federal customer experience roundtable provided input.      

Commitment to customer experience

The agency:

1. Includes high-quality customer experience in its strategic goals. 
   Criteria: 1) customer experience with the agency’s services is listed in the strategic plan as one of the organization’s top priorities or a supporting goal of one of the priorities 2) the strategic plan provides specific actions the agency will take to improve customer experience. 
   
2. Specifies customer feedback as a key measure of the organization’s performance. 
   Criteria: There is a performance measure included in the agency’s strategic plan, annual performance report or agency priority goals that is based on feedback directly from customers
   
3. Has a senior executive with the responsibility and authority to lead efforts to improve customer experience across the organization.
   Criteria: Based on a review of the agency organizational chart and online descriptions of leadership positions, the agency has an executive who meets the following criteria: 1) customer experience is his or her primary responsibility 2) he or she reports to the head of the organization or a deputy 3) his or her work spans all major service delivery channels (e.g., online services, contact centers, face-to-face services).   
   
4. Shares meaningful customer feedback with the public.
   Criteria: In alignment with the Office of Management and Budget’s guidance on customer experience measurement, the agency publishes customer feedback that: 1) represents multiple service delivery channels 2) provides details into different aspects of the experience (e.g., beyond overall customer satisfaction)

Customer Service Basics

For the most common services provided, customers can:

1. Complete online frequently used transactions.
   Criteria: Based on a review of the agency’s website, customers can complete major services or transactions online.
   
2. Easily find information to call an appropriate representative.
   Criteria: Does the agency’s website provide a clear explanation of which number to call for specific issues or provide one number that customers can call to get routed to the appropriate person. 
   
3. Schedule in-person appointments.
   Criteria: Based on a review of the agency’s website, customers can schedule appointments for in-person services.
   
4. Obtain status updates.
   Criteria: Customers can get current updates through an online or self-service channel that includes estimated timelines on items such as submitted applications or benefit disbursements.
   
5. Find standardized and consistent information and guidance across channels. 
   Criteria: At least two service delivery channels have integrated knowledge management systems so that when content for customers on one channel is updated, it is updated on the other channel.   

Customer Feedback

The agency collects and analyzes data and information on customer perceptions:

1. Of specific interactions, including website visits, phone calls, and in-person appointments.
2. Of the customer journey through a series of interactions or multi-stage processes that build toward a specific goal.
3. Of the service provided by the organization overall. 
4. Through qualitative research, such as customer interviews, focus groups or direct observation.
5. Through a structured analysis of comments about the service left on social media channels.