Wednesday, June 20th, 2018

CISOMB Recommendations to Improve the Quality of Responses to Inquiries

"The Ombudsman recommends that USCIS: 1) Implement national quality assurance review procedures for service requests and make quality a priority; 2) Establish a follow-up mechanism in the SRMT system so that USCIS employees can provide customers with multiple responses (e.g., initial, follow-up, final) for the same service request; 3) Expand self-generated e-Requests to all form types; 4) Pilot mandatory supervisory review of certain SRMT responses; and 5) Post SRMT reports on the USCIS website and standardize the use of SRMT reports to identify spikes, trends, or other customer service issues." – CISOMB, Mar. 5, 2012.