Latest Customer Service Enhancements on USCIS.gov · PDF fileLatest Customer Service...

Latest Customer Service Enhancements Latest Customer Service Enhancements onon USCIS.govUSCIS.gov andand USCIS.gov/espanolUSCIS.gov/espanol

July 30, 2010

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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Welcome Remarks

Mariela Melero

Chief of the Office of Public Engagement

U.S. Citizenship and Immigration Services

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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Customer Service Enhancements

Meddie Brown

Associate Director, Customer Service

U.S. Citizenship and Immigration Services

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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What’s New?

• New Online Inquiry Tool (e-Request) now available for Select Forms

– e-Request reduces USCIS response time from 30 days to 15 days

• Specific Adjudication Steps tailored by Form Type on ‘My Case Status’

• ‘My Case Status’ email notifications available in Spanish

• ‘Change of Address’ online now available in Spanish

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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Access e-Request from the Home Page

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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e-Request – Introduction Page

e-Request shares similar design with Change of Address Online (CoA)

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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e-Request – Case Information Screen & Customer Options

Customers must enter the required information about their case.

System auto-compares ‘filing’ date to processing date on web & determines if SRMT may be generated.

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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e-Request – Form N400 Workflow

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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e-Request – Form I90 Workflow

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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e-Request – Customer Information Screen

If determined eligible, customers will be directed to the Customer Information Screen to enter their information.

If determined eligible, customers will be directed to the Customer Information Screen to enter their information.

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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e-Request – Confirmation Screen

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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My Case Status - Dashboard

•Process Steps tailored by form type.

•Steps expanded from 7 to 9.

•Bucket-by-Form matrix defines applicable Process Steps (Standard, Conditional, n/a)

•Process Steps tailored by form type.

•Steps expanded from 7 to 9.

•Bucket-by-Form matrix defines applicable Process Steps (Standard, Conditional, n/a)

Categories expanded

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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My Case Status – Standard Bucket Category

Standardn/aStandardStandardOptionalOptionalOptionalStandardStandardI102

Card/�Document�production

Oath�Ceremony

Post�Decision�Activity

DecisionTesting�&�Interview

Request�for�Evidence�Response�Review

Request�for�Evidence

Initial�Review

AcceptanceForm�#

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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My Case Status – E-mail Language Preference

My Case Status Customers can now specify a languagepreference for the case status email updates.

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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My Case Status – Email Case Status Updates

New Email TemplateNew Email Template

Spanish Email SampleSpanish Email Sample

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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Change of Address in Spanish

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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Change of Address Online - Spanish

Click on link on Change of Address home page to translate site to Spanish

Click on link on Change of Address home page to translate site to Spanish

Change of Address Online Translated to SpanishChange of Address Online Translated to Spanish

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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USCIS.gov and USCIS.gov/espanol

Tom Parisi

New Media Chief, Office of Communications

U.S. Citizenship and Immigration Services

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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What Else is New on USCIS.gov?

• At the launch of the redesigned USCIS.gov, committed to on-going improvements to its web portals

• Implemented major enhancements to meet USCIS goals, including transparency, simplified navigation, use of multimedia and more interactive tools

• Highlights

– Blog, The Beacon

– Hundreds of pages of Spanish content

– Videos – USCIS.gov and YouTube

– RSS Feeds

– Outreach Tab – Opportunities for Engagement

– Citizenship Civics Flashcards

– Open source datasets

– ForeSee results and online surveys

– Search engine improvements

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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What’s Next?

• Social Media tools

• Expansion of Spanish website

• More Visual website

• News Ticker

• Archive

• Focus on Top Tasks

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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Tips You Can Use

• Check out the ‘Where to Start’feature, it’s more that just a place to begin

• Most searched forms portlet

We want your feedback uscis.webmaster@dhs.gov

WARNING

• Beware of copycat sites on internet search engines

• Look for the .gov address

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

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Questions & Answers

Office of Public Engagement

Victoria.Porto@dhs.gov

AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)

Office of Public Engagement

July 23, 2010

Meeting Invitation

TO: USCIS National Stakeholders FROM: U.S. Citizenship & Immigration Services – Office of Public Engagement SUBJECT: Webinar: Preview of New Features on USCIS.gov and USCIS.gov/espanol July 30, 2010 @ 11:00am (ET) The Office of Public Engagement invites you to participate in a webinar to preview new features and updates to USCIS.gov and USCIS.gov/espanol. These enhancements include a new online inquiry tool, tailored case status information for My Case Status, and new features for Spanish-speaking customers available at USCIS.gov/espanol. Meddie Brown, Associate Director of the Customer Service Directorate, will provide a presentation that demonstrates the new features of the website, followed by an opportunity for you to share your comments and questions. To participate: Please provide your full name and the organization you represent to Victoria Porto, at Victoria.Porto@dhs.gov. Please register for this event by close of business on Thursday, July 29, 2010. Information on how to participate will be provided when you respond. If you need additional information, you may contact Victoria Porto at the email above or by telephone at (202) 272- 1275. We look forward to engaging with you!

AILA InfoNet Doc. No. 10072667. (Posted 07/26/10)AILA InfoNet Doc. No. 10072667. (Posted 08/05/10)