USCIS Update on New Phone System
USCIS has informed that a new phone system is in the final stages of development that will allow customers direct access to information officers at the service centers for questions regarding pending cases and to facilitate problem resolution. The implementation of this new system is projected for later this year.
Phone system new features will be as follows: calls will be directed to service centers based upon a caller's responses to prompts in the Interactive Voice Response (IVR) system . The IVR menus are being restructured to facilitate the direct transfer of calls, and to incorporate a significant number of enhancements.
This new system is a component of the overall customer service plan being implemented. The first step was Case Status On-Line. USCIS added new features to the Case Status On-Line system, one of which permits a customer to create a profile and maintain an inventory of up to 100 cases for which status information will be maintained. The second feature allows customers to register an e-mail address and to automatically receive e-mail notification of action on a pending case.
Finally, USCIS is also developing a "customer service portal" on the USCIS website. This portal will allow customers to generate their own referrals and inquiries, which will go directly to the service center or office processing the case.
USCIS has informed that a new phone system is in the final stages of development that will allow customers direct access to information officers at the service centers for questions regarding pending cases and to facilitate problem resolution. The implementation of this new system is projected for later this year.
Phone system new features will be as follows: calls will be directed to service centers based upon a caller's responses to prompts in the Interactive Voice Response (IVR) system . The IVR menus are being restructured to facilitate the direct transfer of calls, and to incorporate a significant number of enhancements.
This new system is a component of the overall customer service plan being implemented. The first step was Case Status On-Line. USCIS added new features to the Case Status On-Line system, one of which permits a customer to create a profile and maintain an inventory of up to 100 cases for which status information will be maintained. The second feature allows customers to register an e-mail address and to automatically receive e-mail notification of action on a pending case.
Finally, USCIS is also developing a "customer service portal" on the USCIS website. This portal will allow customers to generate their own referrals and inquiries, which will go directly to the service center or office processing the case.