September 20, 2023

The CIS Ombudsman’s Webinar Series:
Engagement with USCIS on Customer Experience Enhancements

Tuesday, September 26, 2023
2-3 p.m. Eastern Time

The Department of Homeland Security’s Office of the Citizenship and Immigration Services Ombudsman (CIS Ombudsman) invites you to participate in a joint webinar with U.S. Citizenship and Immigration Services (USCIS) on recent customer experience enhancements and online tools on Tuesday, September 26, 2023, from 2 to 3 p.m. Eastern Time.

In implementing the President’s Executive Order 14058, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” (Dec. 13, 2021), USCIS is undertaking numerous initiatives to improve customer service. The webinar will address the following new features:

• Text ahead feature for Contact Center call backs
• Online appointment requests
• Requesting a new online access code
• Online rescheduling of biometrics appointments
• myProgress (personalized processing times)

During the webinar, participants will be able to submit questions and comments in real time.

Why this is important

USCIS has the challenge of serving a vast customer base that covers all backgrounds, nationalities, educational levels, and interests. In our 2023 Annual Report to Congress, we examined USCIS’ customer experience efforts in the article, “Improving the customer experience from the Contact Center to the field,” and made four recommendations to USCIS on how to provide more effective customer service.

To join

Please join the webinar on Tuesday, September 26 at 2 p.m. Eastern Time by clicking on this Teams Live link. Registration is not required. For more information on attending a Teams event, see Microsoft’s Attend a live event in Teams page.

If you require a reasonable accommodation to participate in the webinar, please contact us by email at CISOmbudsman.publicaffairs@hq.dhs.gov no later than Tuesday, September 19, 2023. Live captions are available in Microsoft Teams, and you can learn more on the Use live captions in a Teams meeting page.

More Information

For more information on these new customer service features, see the USCIS Launches Online Rescheduling of Biometrics Appointments news release and the USCIS Expands myProgress to Form I-765 and Form I-131 and USCIS Launches Online Appointment Request Form web alerts.

The CIS Ombudsman is dedicated to assisting individuals and employers seeking to resolve problems they are experiencing with USCIS. For more information on our office, please visit dhs.gov/cisombudsman or follow us on Facebook, LinkedIn, and Twitter. We look forward to connecting with you.

Please complete the CIS Ombudsman Customer Satisfaction Survey. We appreciate your feedback.

Resources

• Public Engagement
• Case Assistance
• Annual Report
• FAQs
• Web Alerts
• Immigration Resources

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