Dissatisfaction with NCSC Telephone System
Posted Sep 19, 2003

Regular MurthyDotCom and MurthyBulletin readers know that the ability to directly contact USCIS (Bureau of Citizenship and Immigration Services) Service Centers was eliminated on June 9, 2003. This was the subject of our article, No Direct Access to Service Centers from June 1, 2003. (The final date of access was slightly later than the date initially projected). Since that time, all calls must be placed with the National Customer Support Center (NCSC). Before, those calling the Service Centers were always reaching a busy signal or being put on hold for long periods. The attempt at improvement with the new NSCS system is equally flawed, if not worse, since those answering the calls are not able to provide any guidance or definite answers on case specific issues.

Not surprisingly, in early September 2003, the American Immigration Lawyers Association (AILA) released a report revealing that 79% of those who call the NCSC are dissatisfied with the result. In light of the problems in obtaining a resolution of problem cases with the NCSC, sixty-seven (67) organizations have written to the Eduardo Aguirre, Director of CIS, to request restoration of direct telephone access to Service Centers.

The September 4, 2003 letter explains to Mr. Aguirre that the two-tier system does nothing to address problems that must be handled immediately. [The two-tier inquiry system is described in our 27 Jun 2003 article, Customer Service Number 'Two-Tier' System.] This letter goes on to reveal that being directed to write a letter to the Service Center in order to have problems resolved ignores the immediacy with which some problems need to be addressed. Further, if no answer has been received once a person has waited the requisite period to hear from a Service Center, his or her only recourse is to again call the NCSC.

We hope that this letter to Mr. Aguirre is well received. Otherwise, even more people who are seeking immigration benefits will be forced to knock on their Congressional members' doors to seek answers, as it appears Congressional liaisons are the only persons with direct access to the Service Centers at this time. While some routine questions can be answered with prepared scripts, such as those that are used by the NCSC, other questions need the attention of knowledgeable professionals. We recognize the value in having some questions handled in a general manner, such as those regarding case status and where to file. We certainly do not want to divert employees from case adjudications in order to answer these types of questions. However, less general inquiries must be addressed by a simple, essentially immediate method to receive the information or assistance required.