Nothing Special   »   [go: up one dir, main page]
Scribd Logo
Upload

Welcome to Scribd!

  • 22 views

    Office of The Citizenship and Immigration Services Ombudsman

    Uploaded by

    DrAbdullah Ayyash
    The webinar discussed the USCIS Contact Center's mission to provide information and assistance to applicants. It receives over 11 million calls and 12 million questions through Emma annually. Contact center agents are trained to answer inquiries and may schedule interviews if needed. Current challenges include staffing shortages and reduced contractor capacity. The contact center uses an interactive voice system and aims to return non-urgent calls within 14 days and urgent calls within 72 hours. It assists with expediting requests, scheduling appointments as slots become available, and prioritizing urgent appointments.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Office of The Citizenship and Immigration Services Ombudsman

    Uploaded by

    DrAbdullah Ayyash
    22 views18 pages
    The webinar discussed the USCIS Contact Center's mission to provide information and assistance to applicants. It receives over 11 million calls and 12 million questions through Emma annually. Contact center agents are trained to answer inquiries and may schedule interviews if needed. Current challenges include staffing shortages and reduced contractor capacity. The contact center uses an interactive voice system and aims to return non-urgent calls within 14 days and urgent calls within 72 hours. It assists with expediting requests, scheduling appointments as slots become available, and prioritizing urgent appointments.

    Original Description:

    Original Title

    21042936a (1)

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The webinar discussed the USCIS Contact Center's mission to provide information and assistance to applicants. It receives over 11 million calls and 12 million questions through Emma annually. Contact center agents are trained to answer inquiries and may schedule interviews if needed. Current challenges include staffing shortages and reduced contractor capacity. The contact center uses an interactive voice system and aims to return non-urgent calls within 14 days and urgent calls within 72 hours. It assists with expediting requests, scheduling appointments as slots become available, and prioritizing urgent appointments.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    22 views18 pages

    Office of The Citizenship and Immigration Services Ombudsman

    Uploaded by

    DrAbdullah Ayyash
    The webinar discussed the USCIS Contact Center's mission to provide information and assistance to applicants. It receives over 11 million calls and 12 million questions through Emma annually. Contact center agents are trained to answer inquiries and may schedule interviews if needed. Current challenges include staffing shortages and reduced contractor capacity. The contact center uses an interactive voice system and aims to return non-urgent calls within 14 days and urgent calls within 72 hours. It assists with expediting requests, scheduling appointments as slots become available, and prioritizing urgent appointments.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 18

    Office of the Citizenship and Immigration

    Services Ombudsman

    AILA Doc. No. 21042936. (Posted 5/5/21)


    The CIS Ombudsman's Webinar Series:
    The USCIS Contact Center

    April 14, 2021

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Disclaimer

    This webinar material is intended solely as informational. It is not


    intended to, does not, and may not be relied upon to create or
    confer any right(s) or benefits(s), substantive or procedural,
    enforceable at law by any individual or other party in benefit
    applications before DHS, in removal proceedings, in litigation
    with the United States, or in any other form or manner. This
    webinar material does not have the force of law, or of a DHS
    directive.

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Questions

    • Submit written questions to us through the “Q&A box” that


    appears to the right of the slide deck on your screen.
    • We will review every question submitted and determine if we
    can address concerns arising from the stakeholder community.
    • Due to time constraints, we may not be able to answer every
    question.
    • If you are a member of the media, please reach out to DHS
    Public Affairs with any inquiries.

    AILA Doc. No. 21042936. (Posted 5/5/21)


    The USCIS Contact Center

    Mission Overview

    AILA Doc. No. 21042936. (Posted 5/5/21)


    USCIS Contact Center

    www.uscis.gov/about-us/contact-us

    AILA Doc. No. 21042936. (Posted 5/5/21)


    A Year in USCIS (FY20 Data)

    • InfoMod Appointments – 168,000


    • Calls received at the Contact Center—11 million
    • Questions asked to Emma—12 million
    • Live Chat—160,000

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Engaging with the USCIS Contact Center
    Inquiry Channel Who Responds
    USCIS Contact Center
    Correspondence Tier 4
    Washington, DC

    Online tools Tier 3 USCIS Contact Centers


    (more complex cases & issues)

    USCIS Contact Center


    Phone, Secure & Tier 2
    Non-Secure Messaging East (NYC), Midwest (OPK), West (LA)
    USCIS Contact Center
    Phone, Live Chat
    Tier 1
    Contract Vendor @ three sites

    Online tools Tier 0 Self-Help Channels

    AILA Doc. No. 21042936. (Posted 5/5/21)


    General Inquiry Flow
    Applicant calls 800#  Offered self-help tools  Speaks to IVR

    IVR analyzes caller speech

    If escalation to live agent is appropriate, Tier 1 performs triage


    If caller requests appointment If caller needs something else

    Escalate to Tier 2 Tier 1 resolves or escalates to Tier 2

    If Tier 2 validates the need for


    Tier 2 resolves or escalates to Tier 3
    appointment, Tier 2 schedules appt

    If appointment not needed, Tier 2


    Inquiry closed
    resolves issue or escalates

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Current Challenges

    • Staffing
    • Reduced contract capacity
    • Callbacks

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Training and Resources

    • Contractors use the same data systems as USCIS officers.


    • USCIS officers go to the USCIS training academy and receive
    ongoing instruction on a wide variety of benefit types.
    • We partner with operational directorates on new policy and
    procedures to ensure Contact Center content is accurate.
    • Work closely with Field Operations on appointments and
    communicate daily on urgent situations.

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Interactive Voice Response (IVR) System

    • 2020—Replaced menu options with


    Intelligent Assistant (we call her MIA)
    • Callers say what they need out loud
    in English or Spanish
    • IVR gives case status, sends links
    via email and text
    • IVR limits live service to certain
    scenarios

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Callbacks

    • Urgent inquiries—72-hour response


    time
    • Non-urgent inquiries—14-day response
    time
    • We make two callback attempts
    o If we don’t reach customer on first
    callback, we leave a message and try
    again in 60-90 minutes

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Callbacks
    • Callback hours: 7 a.m.– 6:30 p.m. Eastern
    • Phone number in caller ID is 202 area code
    • Representatives—we can take multiple
    phone numbers in case callback happens
    outside normal business hours
    • Future options, possibly in FY 22, include
    text ahead and scheduled call backs

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Requesting Expedited Processing
    • Contact Center does not decide requests for
    expedited processing
    • Expedite requests are decided by operational
    component (Field Ops or Service Center Ops)
    • Expedite criteria
    • Severe financial loss;
    • Urgent humanitarian reasons;
    • Compelling U.S. government interests; or
    • Clear USCIS error
    Documentation is required ***

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Scheduling Appointments
    • 3-4% of inquiries require an appointment
    • Non-urgent appointments scheduled as slots
    are available
    • Urgent appointment requests are reviewed
    individually and prioritized
    • Reasons for urgent appointments:
    o Family emergency requiring travel
    o Medical emergency
    o Finance related issue including loss of employment
    or loss of aid/benefits

    AILA Doc. No. 21042936. (Posted 5/5/21)


    Question and Answer Session

    AILA Doc. No. 21042936. (Posted 5/5/21)


    AILA Doc. No. 21042936. (Posted 5/5/21)

    You might also like