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AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
USCIS Customer Service Tools Enhancements and Updates
AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
National Customer Service Center
National Customer Service Center (NCSC) 1-800 number for USCIS
Handles more than 12,000,000 calls per year
Tier 1 Call Center providing 1st line support (over 25,000 calls daily) 650 employees
Tier 2 located in New York and Los Angeles (over 5,000 calls daily) 100 Immigration Service Officers
Interactive Voice Response System 52% of all calls end here
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AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
National Call Center Enhancements
Virtual call back Launched in May 2013Callers can receive a call back from a customer service
representative without losing their place in the queue55% of callers opt to use this service
IVR 2014Launched in February 2014Faster, more streamlined navigationUser tested - succinct, easy to understand Available 24/7 (English and Spanish)
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Customer Contact Center
Opened October 2013Overland Park, Kansas
10 Immigration Service OfficersRespond to Electronic
Immigration System (ELIS) users from across the globe
Innovation lab to pilot remote agents and other customer service enhancements(2014)
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Self-Help Customer Service Tools
Change of Address
E-Request
Case Status Online
Processing Times
Office Locator
Civil Surgeon Locator
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AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
Change of Address
First level text and bullet
1st level text here2nd level here 3rd level here 4th level here 5th level here
First level text and bullet
First level text and bullet
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E-Request
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Other ResourcesFor more information about
USCIS benefits or have questions, visit www.uscis.gov/howdoi Available in multiple
languages
Multilingual Resource Centerwww/uscis.gov/multilingual
Outreach pagewww.uscis.gov/outreachFeedback Opportunities
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USCIS Idea Community
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AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
From Call Center to Customer Engagement CenterMy USCIS PortalCustomer Service
Toolbar
Telephony EnhancementsLive and Virtual
ChatSchedule Call Back
Mobile Case Status App
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Help CenterGoogle-like search engineSmarter through customer
feedback
Explore My OptionsBenefit eligibilityRequired documentation
AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
About this Presentation
Author: Customer Service and Public Engagement Directorate
Date of last revision: March 20, 2014
This presentation is valid only as of the date of the last revision.
This presentation contains no sensitive Personally Identifiable Information (PII).
Any references in documents or text, with the exception of case law, relate to fictitious individuals.
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AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
Disclaimer
This presentation is not intended to, does not, and may not be relied upon to create or confer any right(s) or benefit(s), substantive or procedural, enforceable at law by any individual or other party before USCIS, in litigation with the United States, or in any other form or manner. This presentation does not have the force of law, or of a DHS directive.
This presentation may not be reproduced or further disseminated without the express written consent of the Customer Service and Public Engagement Directorate.
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AILA InfoNet Doc. No. 14031149. (Posted 3/25/14)
From: CISOmbudsman.PublicAffairs [mailto:[email protected]] Sent: Tuesday, March 11, 2014 2:45 PM To: CISOmbudsman.PublicAffairs Subject: USCIS Customer Service - CIS Ombudsman Teleconference for March 20, 2014 Dear Stakeholder, Please join the Ombudsman for a teleconference discussion with U.S. Citizenship and Immigration Services (USCIS) Customer Service & Public Engagement Directorate to learn about USCIS customer assistance options and to share your feedback. When: Thursday, March 20, 2014 1:30 - 2:30 P.M. Eastern Time Please RSVP by Tuesday, March 18 to [email protected]. Teleconference call-in information will be provided. The Ombudsman hosts a monthly public teleconference series to share information about relevant topics and provide an opportunity to hear feedback from the community about issues related to the delivery of immigration benefits and services. Sincerely, Office of the Citizenship and Immigration Services Ombudsman U.S. Department of Homeland Security www.dhs.gov/cisombudsman
