{"id":29621,"date":"2020-10-06T00:00:00","date_gmt":"2020-10-06T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/uscis\/"},"modified":"2022-11-15T10:24:35","modified_gmt":"2022-11-15T15:24:35","slug":"uscis","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2020\/uscis\/","title":{"rendered":"Citizenship and Immigration Applicant Services"},"content":{"rendered":"\n
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This customer experience profile is from 2020. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
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\nUser Interactions<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Feedback<\/span><\/a>\n<\/div>\n\n\n\n
\nSocial Media Presence<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Experience Indicators<\/span><\/a>\n<\/div>\n<\/div>\n\n\n\n
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Executive Summary<\/strong><\/h3>\n\n\n\n

In 2019, the U.S. Citizenship and Immigration Services advanced its efforts to improve the experience of millions of people applying for citizenship, permanent residence and other immigration benefits and services. These activities can be life-changing, and time-consuming, even under normal circumstances. New challenges arose in early 2020 as the coronavirus shuttered agency field offices and contributed to delays in processing some benefits. Facing a drop in revenue from immigration application fees due to the virus, as well as immigration policy changes, the agency in August came close to furloughing more than 70% of its workforce\u2014a move that would have severely hindered services to applicants had it been necessary.<\/p>\n\n\n\n

In 2019, before the pandemic and related challenges, many customers reported they were treated fairly by USCIS and expressed confidence in agency staff members. That year, the agency improved the customer experience by making it easier to secure field office appointments and launching an automated call-back feature for some callers, so they do not have to wait on hold.<\/p>\n\n\n\n

To further improve the experience, applicants would like to complete their business with the agency more quickly, efficiently and transparently. Processing times for key immigration benefits continued to rise in 2019. Because these processes can be lengthy and complex, customers would like more detailed and easily understandable information about the status of their case. <\/p>\n\n\n\n

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Note: This profile addresses customer support services provided to applicants for U.S. immigration benefits and services. It does not evaluate the effectiveness of immigration or national security policies. However, changes to immigration policies may affect an applicant\u2019s customer experience.<\/em><\/p>\n<\/div>\n\n\n\n

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