How the U.S. Department of State improved safety communications for Americans abroad

Since 2008, the Smart Traveler Enrollment Program (STEP) has allowed U.S. embassies and consulates to deliver critical safety information and alerts to citizens living, working, or traveling abroad. In response to user concerns about the clarity, quality, and timeliness of STEP communications, the Department of State’s Overseas Citizen Services (OCS) team partnered with ICF in 2023 to assess and improve the STEP experience.

Challenge

STEP plays a critical role in delivering alerts to Americans abroad. Yet customer feedback suggested that STEP alerts were not always easy to understand. Users reported difficulty interpreting subject lines and navigating email content, reducing the effectiveness of important communications. Further research showed that, although OCS provided templates and guidance to embassies and consulates, inconsistencies in formatting and messaging contributed to the confusion customers experienced.

Solution

To improve how STEP's critical information reaches Americans abroad, we combined user research, process improvements, and ongoing customer feedback to strengthen the alert experience. Building on insights from users and alert drafters, we helped OCS redesign alert templates, implement new communication processes, and establish feedback mechanisms that support clearer, more consistent, and more responsive communications.

Beyond improving internal communications processes, we helped OCS establish a STEP Voice of the Customer (VoC) program to continuously measure and improve the user experience. This capability enables OCS to identify emerging needs, evaluate the impact of program changes, and make more informed service and policy decisions over time.

Results

The modernized STEP experience helps Americans abroad receive clearer, more actionable safety information while giving OCS a stronger foundation for continuous improvement:

• The time required to issue crisis response messaging was reduced from a day or more to just a few hours.
• Standardized, data-driven templates streamlined crisis communications by eliminating unnecessary approval cycles.
• Redesigned alerts help users quickly identify and act on important safety information.
• Recurring surveys provide continuous feedback, enabling OCS to evaluate improvements and adapt over time.

For their efforts, OCS received a Service to the Citizen Award from the General Services Administration in 2025 for improving government efficiency. The award recognizes agencies and partners whose work demonstrates meaningful impact, innovation, and leadership in service delivery.