The U.S. Citizenship and Immigration Service (USCIS) has issued a Request for Information (RFI) about how it can more effectively receive and respond to a wide array of customer inquiries, which amount to about four million annually through various modes. The agency also receives between six and seven million applications annually for immigration benefits. The current USCIS customer model is a traditional call center setting whereby staffers first access and obtain general information through an automated interactive voice response system.…
USCIS Issues RFI for New Customer Engagement Model
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