#HoldUSCISAccountable
ImLaw is joining AILA's social media conversation on why USCIS needs to reform its customer service. Each week, we'll explore one of AILA's nine recommendations in their Policy Brief: Walled Off: How USCIS Has Closed Its Doors on Customers and Strayed from Its Statutory Customer Service Mission.
Week One // Recommendation #1
Reframe USCIS mission statement to honor the contributions immigrants make.
USCIS needs to change its mission statement to reset the culture of USCIS that has been severely damaged over the past 4 years.
Week Two // Recommendation #2
Make it easier for people to access help.
The USCIS customer service center must be made more accessible to customers.
Week Three // Recommendation #3
Resolve issues plaguing the scheduling of appointments at local USCIS offices.
The USCIS should expand and promote other mechanisms to schedule appointments, making the process more convenient for customers. They should provide transparent and accommodating callback windows for InfoMod Appointments. And they should make the InfoMod criteria public so that customers can better understand the process.
Week Four // Recommendation #4
Offer walk-in availability at local USCIS offices.
USCIS local field offices must be made adequately available to handle emergencies or time-sensitive issues. The agency can ensure availability by advising local field offices to once again accept walk-in appointments in limited circumstances.
Week Five // Recommendation #5
Take steps to reduce crisis-level processing delays.
To cut down on superfluous work, the agency must rescind inefficient and costly policies put in place over the last four years.
Week Six // Recommendation #6
Take steps to reduce cost while securing additional funding without passing the cost on to customers.
USCIS must take measures to secure additional funds without significant and detrimental fee increases on the backs of its customers. The agency should reduce cost by rescinding overly burdensome, redundant, and inefficient policies that have led to inefficiencies and unnecessary costs.
Week Seven // Recommendation #7
Reinstate local and national email inquiry boxes at relevant offices.
In early 2018, USCIS eliminated the public use of the scopsscata@uscis.dhs.gov email address utilized by customers to follow up on case-specific inquiries. Then they discontinued email boxes at their service centers and eliminating Community Relations and Community Engagement Officer positions. USCIS should reopen a tiered inquiry escalation system and the CRO / CEO email boxes and staff positions to better serve customers.
Week Eight // Recommendation #8
Offer robust national and local engagements with customers.
USCIS has eliminated nearly all of its national and local customer engagement opportunities. They have ordered local offices to reduce or eliminate their engagement with local customers. USCIS should expeditiously work to restore customer access to its offices at both a national and local level.
Week Nine // Recommendation #9
Reopen international USCIS field and district offices.
In 2019, USCIS indicated its intention to close its 23 international offices. USCIS should immediately review its current operations footprint abroad and consider the need for greater access to USCIS services in those areas not covered by the seven offices still being maintained.