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Michelle Cartagena, director of customer service at the Transportation Security Administration, outlines the agency’s new approach to customer experience, and how the latest OMB Circular A-11 changed the conversation.

With the start of the holiday travel season just around the corner, ensuring good customer experience is a top priority for the Transportation Security Administration. Michelle Cartagena, director of customer Service at TSA, says that the agency has a new approach to satisfying their citizen customers.

“We really were focusing on ‘How do we make the customer happy? What can we do?’ We were looking at changes in screening procedures, changing in signage, changing information we provided on our websites and through other communications channels. But really missing the fact that our employees are really the key to this. They are the focus that is going to make the biggest difference.” Cartagena said. “When they feel satisfied in the work they are doing, meaning they have the tools, knowledge and support to do their job well, all of the things that we are looking for really come naturally after that.”

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