Policy Brief: Breaking Down Walls - The Status of AILA’s Customer Service Recommendations (2024)

AILA RecommendationStatusExplanation

USCIS

Reframing the USCIS Mission StatementCompletedOn February 9, 2022, USCIS issued a new mission statement that is more in line with its statutory mission and indicative of the it's work as an agency that provides customer-based services.Making the USCIS Contact Center More AccessibleIn progressSince 2021, USCIS has made the Contact Center more accessible for its customers. The agency has implemented or improved several tools as a part of its efforts. For example, USCIS has introduced a Text Ahead Feature, launched the Enterprise Change of Address (E-COA) tool, and also expanded its online e-request functions to include additional categories for inquiry. In addition, USCIS launched organizational accounts for H-1B petitions. Also, per the Ombudsman's report, the agency has begun to take several additional steps to promote efficient, substantive, and meaningful access for customers while also modernizing the customer service experience. For instance, according to USCIS's FY2023 progress report, the E-COA tool is set to reduce USCIS Contact Center calls by 31%, or 1.5 million inquiries annually. However, AILA has received reports of concerns over both the functioning and usability of many of the agency's newest additions. AILA will continue to engage with the agency on these concerns to ensure that current and future tools are more customer friendly when launched.Resolving the Issues Plaguing the Scheduling of Local USCIS AppointmentsCompletedUSCIS has introduced an online appointment request form, enabling individuals, attorneys, and accredited representatives to request in-person appointments at local field offices without calling the USCIS Contact Center. This form is applicable to four specific case types: ADIT Stamps, Emergency Advance Parole, Immigration Judge Grants, and Other (mirroring InfoPass categories). According to USCIS, between August and September 2023, USCIS received more than 16,000 appointment requests through this new online tool. Additionally, USCIS launched an online rescheduling tool for biometrics appointments in June 2023, providing flexibility for benefit requestors and representatives to reschedule appointments before the scheduled date. In FY 2023, USCIS rescheduled over 33,000 biometric services appointments using the tool.Offering Walk-in Availability at Local USCIS OfficesIn progressAlthough USCIS notes on its websites that Field Offices do not allow walk ins, certain field offices have piloted walk in programs reserved solely for emergencies.Reducing the Crisis-Level Processing DelaysIn progressUSCIS has taken some measures to reduce crisis-level processing delays, including increasing its staffing, authorizing overtime, expanding premium processing to new form types, and making use of hybird telework policies and offices like the HART Service Center to address longstanding processing delays for certain case types. The agency has also made use of funding provided by Congress. While these efforts deserve applause, processing times have remained the same or increased for many form types, while the overall number of pending cases continues to increase. This is particularly true for family and humanitarian case types such as I-130 petitions, I-601As, and I-918s.Reducing Cost and Securing Funding Without Passing Costs on to CustomersIn progressOver the last three years, USCIS has expanded premium processing. In 2022, USCIS announced and began implementing a final rule that changed premium processing regulations to conform with the Emergency Stopgap USCIS Stabilization Act. In doing so, the agency announced intentions to expand premium processing to Form I-539 and I-765 applications, as well as additional classifications of I-140 petitions. In addition, the agency has made use of appropriated funding from FY2022 to authorize new staff and overtime to address its backlog. The agency continues to request additional funding from Congress to address its backlog. However, on January 31, 2024, the agency issued a final rule detailing a revised fee schedule that will significantly increase costs to many customers, without the promise of significant improvement on processing times. Continued advocacy is needed to ensure that the standard for the agency's services meets the heightened fee requirements.Reinstating Local and National Email Inquiry Boxes at Relevant OfficesIn progressCurrently, AILA maintains direct communication with USCIS through the designated USCIS Feedback email. USCIS actively engages with AILA on crucial issues and trends affecting members and their clients. In addition, USCIS has provided AILA with contact information for Community Relations Specialists nationwide. With this said, many local offices have not reinstated local email boxes. In addition, communication with USCIS via email is limited to national issues and trends.Offering Robust National and Local Engagements with Customers.In progressIn 2022, USCIS committed to quarterly meetings with AILA National fostering direct communication on high impact issues facing the AILA membership. In addition, USCIS has established the Office of Community and Public Engagement (OCPE) to enhance public and stakeholder involvement. OCPE also oversees consistent community engagement efforts in all local field offices. While the agency has allowed for a resumption of engagement at the local USCIS offices, members have reported different levels of engagement with both AILA and stakeholders generally across field offices, with some offices offering significantly little engagement compared to others.Reopening International USCIS Field and District OfficesIn progressIn 2019, USCIS indicated its intention to close many of its international offices. Out of 23 offices, the agency only continued operations at seven offices in Bejiing, China; Guangzhou, China; San Salvador, El Salvador; Guatemala City, Guatemala; New Delhi, India; Nairobi, Kenya; and Mexico City, Mexico. Since this time the agency has reopened just one office that was closed in 2019, in Havana, Cuba. In 2024, USCIS announced the opening of new international field offices in Doha, Qatar, and Ankara, Turkey. USCIS indicated in its FY2023 Progress Report that it will continue to explore locations where USCIS may open additional international field offices as part of its international expansion efforts. In addition, USCIS and other agency partners plan to increase refugee processing in the Western Hemisphere through the Safe Mobility Office initiative. USCIS is on track to admit between 35,000 and 50,000 refugees from the Western Hemisphere in FY2024.

Congress

Request regular statistics on USCIS Customer Service Center services.In progressCongress has included reporting requirements for USCIS in recent appropriations legislation. These requirements are primarily focused on backlog reduction, electronic processing, its budget and productivity, adjudication of certain form types like employment authorization cases, and asylum operations. Few of these requirements pertain to USCIS's customer service tools.Increase Congressional Oversight of USCIS’s Public Service Tools.In progressThere has not been significant public action taken by Congress in providing oversight of USCIS's public customer service tools. One of the requirements in the Case Backlog and Transparency Act of 2022 required USCIS to adopt an inquiry escalation process and to ensure substantive responses to customer inquiries. Outside of this, members of Congress have focused primarily on USCIS backlog reduction, and not customer service tools.Support USCIS accountability legislationIn progressWhile Congress has not passed stand alone legislation to hold USCIS accountable, bills like the Case Backlog and Transparency Act of 2022 have been proposed. In addition, Congress has included reporting requirements for USCIS in appropriations bills requiring statistics on its backlog and the agency's efforts to reduce it.