USCIS Phasing Out Self-Scheduled InfoPass Appointments

The U.S. Citizenship and Immigration Services (USCIS) has expanded its Information Services Modernization Program to more field offices. The Detroit and Los Angeles field offices recently were added to the program, which aims to end self-scheduled InfoPass appointments and steer applicants towards online information. The USCIS intends to implement the program in the Newark and Great Lakes field offices in the near future, with full implementation at all field offices anticipated before September 30, 2019, which is the last day of fiscal year 2019. The program requires a person to speak with the USCIS National Customer Service Center (NCSC) by phone before being able to schedule an InfoPass appointment.

Pilot Program Requires Contacting NCSC to Obtain an InfoPass Appointment

In order to schedule an InfoPass appointment under the program, one is required first to contact the NCSC and speak with a tier 1 customer service representative. If the tier 1 representative is unable to resolve the matter, the individual will be transferred to a tier 2 USCIS officer. If the matter still cannot be resolved, only then will the individual be permitted to schedule an InfoPass appointment.

The program applies to the USCIS field offices in following cities: Hartford, Connecticut; El Paso, Texas; Jacksonville, Florida; Sacramento, California; San Francisco, California; Detroit, Michigan; and Los Angeles, California.

USCIS Rationale for Changes to InfoPass Scheduling

According to their October 30, 2018 announcement of the program expansion, the USCIS has found “that most people who made in-person information service appointments through InfoPass could have received the same information by calling the USCIS Contact Center or checking the USCIS website.” The statement did not specify how USCIS determines the substitutability of online and in-person information, nor what percentage of InfoPass users received information only available in person. The statement also said that moving information online will make data delivery more efficient and give agency staff more time to adjudicate immigration benefit requests.

Conclusion

By expanding the program, the USCIS signals its commitment to fully eliminating self-scheduled InfoPass sessions by the end of the fiscal year. The USCIS claims that information online is a suitable substitute for information given at in-person InfoPass sessions a majority of the time. InfoPass sessions will continue to be scheduled by USCIS staff when over-the-phone customer service representatives are unable to resolve an issue.

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