Immigration | USCIS Enhancing Customer Experience
Posted by Michael Pollak on Wed, Aug 04, 2010 @ 04:58 PM
WASHINGTON - U.S. Citizenship and Immigration Services (USCIS) announces today the launch of new web features designed to expand users’ access to their case information. As part of USCIS’s commitment to improve customer service, these enhancements include a new online inquiry tool and tailored case status information, as well as new features for Spanish-speaking customers available at USCIS.gov/espanol.
"We are committed to improving access to case status information and enhancing customer service through these innovative online features," said USCIS Director Alejandro Mayorkas. "Expanding services to our Spanish-speaking customers is in response to public feedback and our desire to meet the needs of those we serve."
Customers will now be able to submit an electronic inquiry directly to a USCIS Field Office or Service Center to request case status information if their Application to Replace Permanent Resident Card (Form I-90) or Application for Naturalization (Form N-400) is outside the posted processing times. This electronic inquiry system should reduce the need for customers to make InfoPass appointments to speak with USCIS representatives in person. Additionally, once the electronic inquiry is received, USCIS now commits to a 15-day customer response, reduced from the previous commitment to respond within 30 days.
Customers can now elect to receive e-mail updates about their case status in Spanish. They may also change their address online in Spanish. These expanded online options will enable USCIS to better interact with the Spanish-speaking segment of the public that it serves.
USCIS continues to advance its customer service enhancements through improved and expanded online services. Last summer, at the direction of President Obama, USCIS completely redesigned USCIS.gov, incorporating both internal and external stakeholder feedback. The redesign of USCIS.gov included the creation of the agency’s first ever Spanish language website.
USCIS strives to be at the forefront of providing improved customer service through one of the most visited websites in the federal government. For more information on USCIS and its programs, visit www.uscis.gov.
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