The Transportation Security Administration's (TSA) Office of Civil Rights & Liberties, Ombudsman, and Traveler Engagement is being recognized for their significant efforts to enhance public service delivery, particularly through the TSA Cares program and its associated website, tsa.gov. Recognizing the challenges faced by travelers with special needs, TSA focused on improving accessibility and information dissemination.

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Initially, tsa.gov lacked centralized and accessible resources for TSA Cares, hindering public awareness and airline integration. In response, TSA's Traveler Engagement Division collaborated with various stakeholders and conducted extensive user research to understand traveler needs. This led to the creation of a dedicated webpage that consolidates TSA Cares information in an easy-to-navigate format.

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Implemented in February 2023 and refined through collaboration with DHS and TSA's Customer Experience Directorate, the redesigned page has significantly increased traffic, demonstrating its impact on improving public access to vital information. By engaging in over 20 hours of usability testing and adhering to accessibility and plain language standards, TSA ensured the site meets diverse user needs effectively.

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The benefits to the public are substantial: increased awareness and utilization of TSA Cares services among travelers, reduced reliance on TSA Contact Center assistance, and enhanced overall travel experience for individuals with specific needs. This initiative not only aligns with federal CX directives but also underscores DHS's commitment to inclusivity, accessibility, and customer-centered service delivery.