CUSTOMER SERVICE BRANCH (CSB), CIVIL RIGHTS & LIBERTIES, OMBUDSMAN AND TRAVELER ENGAGEMENT (CRL/OTE)

2021
SERVICE TO THE CITIZEN AWARD WINNERS

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NIKI FRENCH

SHAVINA WRIGHT

KRISTIN ANDRADE

EDITH VAISEY

Branch Manager, Transportation Security Administration (TSA)

Program Analyst, Transportation Security Administration (TSA)

Program Analyst, Transportation Security Administration (TSA)

Program Analyst, Transportation Security Administration (TSA)

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COLIN BURNS

Program Analyst, Transportation Security Administration (TSA)

TAMISHA SHINHOLT

PATRICK DUNN

Program Analyst, Transportation Security Administration (TSA)

Program Analyst.
Transportation Security Administration (TSA)

TSA’s Customer Service Branch (CSB), within the Civil Rights & Liberties, Ombudsman & Traveler Engagement (CRL/OTE) office, has designed and implemented a nationwide strategy to transform the experience for 750 M passengers, 65 K employees, and the nation at large. First, TSA’s CSB team led by Niki French and including Patrick Dunn, Kristin Andrade, Shavina Wright, Edith Vaisey, Tamisha Shinholt, and Colin Burns have been running an enormous TSA customer service operation for the past 6 years. 

 

CSB took the step to launch a nationwide customer experience and employee experience transformation initiative in 2019 to improve the service they delivered to the public. Holding the OMB CX CAP goal and A-11 requirements as its guiding light, CSB conducted an organization-wide assessment of the customer and employee experience beginning with a nationwide survey of passengers at 5 airport checkpoints to better understand the customer perspective. In early 2020, with the support of the ASI Government and the RELI Group, they then conducted a far-reaching set of interviews with TSA HQ Executives, airport Executives (Federal Security Directors), and Customer Support Managers (CSMs) nation-wide to gather staff perspectives on the state of customer and employee experience and opportunities for improvement. CSB synthesized the assessment findings into a 3-year Customer Experience Transformation Vision and Strategy to improve the customer and employee experience and, in turn, create improved airport security nationwide. 

 

Through CSB’s massive customer service operation and its CX/EX transformation initiative, CSB directly benefits TSA’s 750 M passengers, 65 K employees, 450 airports, and the nation at large through better security. 

 

With a steadfast commitment to improving CX for the traveling public, CSB Branch Manager Niki French and her team forged partnerships across OMB, OPM, GSA, DHS, and TSA to collaboratively design hard-hitting customer service improvements for enhanced TSA security nationwide. This team dynamically worked across the federal government and TSA to dramatically reduce complaints and improve customer experience— driving improved passenger cooperation and compliance, calmer checkpoints and ultimately improved security.  Niki French and her team are undoubtedly Champions of Change and are truly deserving of high-level recognition.