USCIS Efforts to Improve Customer Service

The U.S. Citizenship and Immigration Services (USCIS) is working to update and improve the operations of the National Customer Service Center (NCSC). More specifically, the USCIS is taking steps to expand and modernize the existing phone and online USCIS informational systems.

Voice Prompts Simplified and Website Use Recommended

As anyone who has ever called the NCSC at 1-800-375-5283 knows, obtaining information or assistance through this number requires first being subjected to a series of prompts and selecting from a variety of options. This system is known as the Interactive Voice Response (IVR) system. The USCIS is working to simplify this system and reduce the number of selections callers must make to get the desired information or assistance. Further efforts are underway for the IVR system to direct callers to information they can access on the USCIS WebSite, rather than through NCSC.

E-Request Expansion Planned

The USCIS has an online system, known as e-Request, that allows for inquiries on certain case types. The USCIS has plans to expand this system to include all service requests. By August 2013, the USCIS expects to also expand its ability to provide communications regarding delivery problems of key immigration notices and documents.

Online Case Status and Customer Relationship System

As many MurthyDotCom readers have undoubtedly discovered, the USCIS online case status system can be helpful, but it is not completely accurate or reliable. To that end, the USCIS is working to make system improvements in its Customer Relationship Information System (CRIS) and Case Status Online system. It is attempting to identify and fix system glitches, and to otherwise increase the overall accuracy of information provided by the system. Efforts are underway in coordination with the USCIS service centers and field offices to improve the clarity and accuracy of responses in CRIS.

Plans to Modernize Operations

The USCIS does not have plans to phase out the NCSC 1-800 information system. There are plans, however, to continue modernization of the customer service and information systems, as part of NCSC operations. The USCIS is working on pilot programs for utilization of Web chat, as well as increased use of eMail, and options for scheduled call backs.

Conclusion

Efforts by the USCIS to better facilitate communications and enhance the transparency of the agency are appreciated. There are many aspects of the immigration process that could be simplified through better informational access and more direct communication channels. MurthyDotCom will continue to track this story and provide updates as new information becomes available.

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