Monday, January 23rd, 2017

CISOMB Recommendations to Improve the Quality of Responses to Inquiries

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"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.