USCIS Customer Service Tools Enhancements and Updates National - - PowerPoint PPT Presentation

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USCIS Customer Service Tools Enhancements and Updates National - - PowerPoint PPT Presentation

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USCIS Customer Service Tools Enhancements and Updates 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 1 st line

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USCIS Customer Service Tools

Enhancements and Updates

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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 (IVR)

System

  • 52% of all calls end here

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IMAGE SOURCE: USCIS

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National Call Center Enhancements

  • Virtual call back
  • Launched in May 2013
  • Callers can receive a call back from a customer service

representative without losing their place in the queue

  • 55% of callers opt to use this service
  • Interactive Voice Response System (IVR) 2014
  • Launched in February 2014
  • Faster, more streamlined navigation
  • User tested - succinct, easy to understand
  • Available 24/7 (English and Spanish)

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Customer Contact Center

  • Opened October 2013
  • Overland Park, Kansas
  • 10 Immigration Service Officers
  • Respond 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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Change of Address

  • First level text and bullet

1st level text here

  • 2nd 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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Change of Address

  • NO Response for “Is this change of address for an

application or petition currently in progress?”

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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Change of Address

  • YES Response for “Is this change of address for an

application or petition currently in progress?

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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Change of Address

  • Deploying March 2014
  • Reprint Complete AR-11

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Change of Address

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Change of Address

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Change of Address

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Change of Address

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E-Request

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E-Request

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E-Request

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E-Request

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E-Request

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E-Request

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E-Request

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E-Request

  • Notice Types
  • Appointment
  • Approval
  • Denial
  • Request for Evidence
  • Other

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E-Request

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E-Request

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E-Request

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E-Request

  • Accommodation Types
  • Hearing Impairment
  • Speech Impairment
  • Physical Impairment
  • Sight Impairment

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E-Request

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E-Request

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E-Request

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E-Request

  • Typographic Error on:
  • Accommodation
  • Advance Parole Document
  • Re-Entry Permit
  • Refugee Travel Document
  • Citizenship Certificate
  • Naturalization Certificate
  • Employment Authorization Card
  • Combo Card
  • Permanent Resident Card
  • Notice
  • Other – Provide Details

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E-Request

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E-Request

  • Future Enhancements
  • Deployment Scheduled for March 21, 2014:
  • Did not receive card by mail
  • Did not receive document by mail

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E-Request

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E-Request

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E-Request

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E-Request

  • Card Type
  • Permanent Resident Card
  • Employment Authorization Card
  • Combo Card – Employment Authorization and Advance Parole Combination

Card

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E-Request

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E-Request

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E-Request

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E-Request

  • Document Type
  • Naturalization Certificate
  • Citizenship Certificate
  • Refugee Travel Document
  • Re-Entry Permit
  • Advance Parole Document

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E-Request

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Other Resources

  • For more information about

USCIS benefits or have questions, visit www.uscis.gov/howdoi

  • Available in multiple

languages

  • Multilingual Resource Center
  • www/uscis.gov/multilingual
  • Outreach page
  • www.uscis.gov/outreach
  • Feedback Opportunities

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USCIS Idea Community

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From Call Center to Customer Engagement Center

  • My USCIS Portal
  • Customer Service

Toolbar

  • Telephony

Enhancements

  • Live and Virtual

Chat

  • Schedule Call Back
  • Mobile Case Status

App

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  • Help Center
  • Google-like search engine
  • Smarter through customer

feedback

  • Explore My Options
  • Benefit eligibility
  • Required documentation
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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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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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