CIS Ombudsman's Office Addresses Customer Service
Posted Feb 29, 2008
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The CIS Ombudsman held a February 20, 2008 teleconference on the topic, "How Is USCIS Working For You?" This was the latest in the series of teleconferences held by the CIS Ombudsman's Office. Most recently, MurthyDotCom and MurthyBulletin readers learned of two teleconferences in our February 8, 2008 articles, Ombudsman's Teleconference on K-3 Visa for Spouse of U.S. Citizen and CIS Ombudsman's Teleconference on USCIS Fee Refunds. During the February 20, 2008 teleconference the CIS Ombudsman's office discussed USCIS customer service matters and provided some solutions. This was Mr. Prakash Khatri's last teleconference in his capacity as the Citizenship and Immigration Services (CIS) Ombudsman.
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Information from USCIS Customer Service Line
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A major concern expressed by teleconference participants was the insufficient or incorrect information provided by the USCIS Customer Service line. In many cases, USCIS representatives provided the same information already available to the customers through the online case status service. In a few instances, USCIS representatives provided case-specific information that was different from that posted on the USCIS WebSite. There were also examples of representatives providing different information each time a customer called the USCIS Customer Service line.
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InfoPass Appointments Often Not Helpful
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According to teleconference participants, in-person inquiries during InfoPass appointments are often not helpful. Customers may receive little or no information and, at times, USCIS officers even provide incorrect information during in-person appointments.
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Also from the Feb 20, 2008 Teleconference
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Other matters addressed during the teleconference included unavailability of status information with regard to Applications for Naturalization (N-400), improper rejections of Applications to Adjust Status (I-485), USCIS's new policy concerning the adjudications of I-485 applications after 180 days or more since the request for the FBI name check has been issued. (See our February 7, 2008 NewsFlash, Faster Security Clearances for I-485s and Other Applications). The Ombudsman's office promised to review these matters and investigate ways in which they might be improved.
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Mr. Khatri Resigns as CIS Ombudsman
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Mr. Khatri's resignation from the position of CIS Ombudsman was first made public in the February 15, 2008 U.S. Department of Homeland Security (DHS) press release. In the press release, DHS Secretary Michael Chertoff commended Mr. Khatri for "his energy and talent" with regard to "streamlining the process by which we provide important immigration services and benefits to individuals and employers ranging from citizenship, lawful permanent residency, employment authorization, adoptions, asylum and refugee status, and foreign student authorization." Mr. Khatri's resignation follows over four years of service as the first DHS CIS Ombudsman. He was appointed by then-DHS Secretary, Tom Ridge. During his tenure, Mr. Khatri has made over 70 recommendations to the USCIS, addressing systemic problems and assisting numerous individuals and employers experiencing difficulties with the USCIS. This resulted in a more streamlined functioning of the USCIS for the benefit of millions of its former, current, and future customers.
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Future Teleconferences
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Ombudsman Khatri assured his teleconference audience that functions of the Office of the CIS Ombudsman will continue without interruption under the leadership of an Interim CIS Ombudsman and that a new CIS Ombudsman is expected to be appointed in the future. The teleconference series also is expected to continue according to the normal schedule at least once each month. Mr. Khatri shared the news of his resignation from his position as CIS Ombudsman at the beginning of the February 20, 2008 teleconference.
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Possible Solutions Suggested by the Ombudsman's Office
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The USCIS customer service deficiencies result in considerable frustration and confusion over the status of cases, as well as wasted resources for both the USCIS and its customers. Mr. Khatri criticized these as unacceptable practices in great need of improvement. He urged everyone who experiences such problems to eMail his office at CISOmbudsman.Publicaffairs@dhs.gov.
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One caller proposed that the USCIS make information available to customers online regarding all of their completed and pending cases based on a unique number and/or password, such as an A-number. Mr. Khatri commented that he was informed of USCIS's plans to institute such a system some time ago and promised to follow up with the USCIS on this matter.
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In order to minimize time and effort spent by both customers and USCIS officers on multiple and unproductive InfoPass appointments, the USCIS Office in Tampa, FL, has initiated a pilot program for its officers to follow up on customer requests using their contact information. At this time, it is not clear how this program is working.
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Mr. Khatri indicated that the USCIS posted a set of questions and answers (Q/As) on their website, providing additional information with regard to I-485 adjudications for which the FBI name check has been pending for at least 180 days. Since the teleconference, however, these Q/As were withdrawn. A replacement set of Q/As was issued on February 28, but has not, as of this writing, been posted on the USCIS website. 
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Conclusion
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The Murthy Law Firm applauds the Ombudsman's office for its efforts to improve efficiencies within the USCIS. MurthyDotCom and MurthyBulletin readers will continue to be updated on future CIS Ombudsman teleconferences and on the important issues these raise with regard to the USCIS policies, procedures, and customer service. We at the Murthy Law Firm appreciate Mr. Khatri's dedication and enthusiasm, and his efforts to streamline USCIS procedures, to assist USCIS customers who encounter problems, and his recommendations for improvements to the USCIS during his tenure as CIS Ombudsman. We hope and expect the work at the Ombudsman's office to continue with the positive energy that has been set into motion, resolving problems and providing suggestions for improvement.