U.S. Citizenship and Information Services, Department of Homeland Security

USCIS Contact Center

Receives 14 million inquiries a year via phone, chat, e-mail and written correspondence

U.S. Citizenship and Information Services (USCIS) is the government agency that oversees lawful immigration to the United States. We are 19,000 government employees and contractors working at offices across the world. Examples of USCIS services include adjudicating requests for immigration benefits such as citizenship and permanent residency, processing applications for asylum and refugee status, and ensuring employment eligibility of new hires across the United States.

The USCIS Contact Center is the centralized resource for providing information services to the public. The Contact Center helps the public using multiple channels to provide accurate, timely and consistent information about applications and benefits. We employ a multi-tiered, integrated framework to address inquiries ranging from simple case status questions to those who have experienced significant issues or long delays.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

Operational Data

There is no available data to share at this time.

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.