Join HSDF on January 24 for a fireside chat with Ms. Dana Chisnell, Executive Director for Customer Experience within the DHS Office of the CIO. We anticipate a great discussion around her priorities, how the customer experience mission continues to grow and evolve, efforts within DHS to expand customer experience capability and capacity to support a range of important missions, and how industry can be a better partner.
To RSVP, please contact rsvp@hsdf.org
About the career of Ms. Dana Chisnell
Dana Chisnell serves as the Acting Executive Director for Customer Experience at the Department of Homeland Security (DHS). In her role, she drives initiatives to reduce administrative burdens, simplify public-facing processes, and equip the DHS workforce with the tools necessary to improve customer interactions at all levels.
From October 2014 to 2016, Dana was part of the founding cohort of the United States Digital Service. Her focus was on bringing human-centered design to U.S. Citizenship and Immigration Services (USCIS) as the agency revamped its software development and design practices. Dana also acted as part of a cross-functional team to design a more agile and design-forward procurement process for the entire Department.
In February 2021, Dana returned to federal service to improve processes to obtain Afghan Special Immigrant Visas, lead service design on parts of “Operation Allies Welcome”, and explore process redesign for various parole programs.
Before returning to federal service at DHS, Dana co-founded Project Redesign at the National Conference on Citizenship with Ginny Hunt and current DHS Chief Information Officer Eric Hysen. While with Project Redesign, she created and led the Tech Executive Leadership Initiative (TELI) with the Aspen Tech Policy Hub and the Tech Talent Project to prepare senior leaders from the private sector to enter public service.
Dana also co-founded the Center for Civic Design (CDD). CCD was the first to map the experience of American voters. She worked on the Anywhere Ballot, the basis of the digital user interfaces on most commercially available voting systems today.
Dana is an expert in plain language, forms design, and user experience for older adults. Her work on design for older adults includes groundbreaking work at AARP that was the basis for several requirements in the Web Content Accessibility Guidelines (WCAG).
Ms. Chisnell received her Bachelor of Arts in English and Linguistics from Michigan State University.
