About this Service Provider (HISP)
U.S. Citizen and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. Every day, USCIS staff adjudicates more than 26,000 requests for immigration benefits, processes refugee applications around the world in support of refugee admissions, responds to 150,000 inquiries and services requests, grants lawful permanent residence to more than 2,500 people and nearly 6,200 Green Cards, and ensures the employment eligibility of 100,000 new hires in the United States.
Designated Services
Contacting the USCIS contact center
The USCIS Contact Center is the centralized resource for providing information services to the public. The Contact Center helps the public using multiple channels to provide accurate, timely and consistent information about applications and benefits. They employ a multi-tiered, integrated framework to address inquiries ranging from simple case status questions to those who have experienced significant issues or long delays.
Quarterly reports
Q4 2021
Service details
Transaction point: Follow up survey after contact with 1-800 number
Channel: computer
People served: 3651670
Surveys offered: 3651670
Responses: 22927
Q3 2021
Service details
Transaction point: Follow up survey after contact with 1-800 number
Channel: computer
People served:
Surveys offered:
Responses: 29707
Q2 2021
Service details
Transaction point: Follow up survey after contact with 1-800 number
Channel: computer
People served:
Surveys offered:
Responses: 34019
Q1 2021
This HISP did not report customer feedback.
Filing a USCIS immigration benefit form electronically.
Our external customers include applicants, petitioners, beneficiaries, and requestors seeking immigration benefits and services, as well as the legal representatives and public/private organizations that support them (e.g., attorneys, accredited representatives, community-based organizations, etc.). Our customers engage with us to request new immigration benefits, renew existing benefits, and replace documents provided by the agency. Immigration benefit forms typically fall into one of the following categories: Citizenship and Naturalization-Based Forms; Employment-Based Forms; Family-Based Forms; Permanent Resident (“Green-Card”)-Based Forms; Humanitarian-Based Forms and Adoption-Based Forms. The ability to file a form electronically affords our customers an easier, faster, and more efficient method to apply for immigration benefits. Key advantages of filing online include: (1) Avoiding common filing mistakes that could potentially result in the benefit application being rejected. The online form includes instructions and alerts that help the user avoid common mistakes made by paper filers including missing signatures and incorrect payments; (2) Immediate receipt of your online form by USCIS once successfully submitted. Unlike paper filers, online filers do not have to rely on U.S. postal processing and transit, or USCIS lockbox processing; (3) Instant access to the receipt notice upon successful submission of the online application. Paper filers sometimes may experience processing delays that affect how quickly USCIS can issue receipt notices; and (4) Immediate access to account features such as a secure inbox that allows the user to communicate directly with USCIS Contact Center Immigration Services Officers; case alerts notifying the user when a change occurs on their case and when USCIS has issued notices or other documents that are viewable through the user’s online account; the ability to upload responses to requests for evidence, additional evidence, and unsolicited documents that were not submitted with the initial application; and access to more tailored processing times projections (available for some online forms).
Quarterly reports
Q4 2021
Q3 2021
Q2 2021
Q1 2021
Scheduling an in-person appointment at a USCIS field office.
The key customers for this service are those with applications or petitions pending with USCIS. The largest number of those seeking appointments are generally lawful permanent residents (green card holders) who have an expired card and need evidence of their status to maintain employment or travel. However, there are nearly 20 reasons why an in-person appointment might be scheduled including someone who is not a permanent resident but needs authorization to travel (advance parole) or an attorney that might need to pay for a fee. Appointments scheduled by the USCIS Contact Center at field offices allow an applicant to receive some form of documentary service that is needed to show their current immigration status. This may be a stamp in a passport that indicates they are a lawful permanent resident or an advance parole document that allows them to travel and re-enter the United States.
Quarterly reports
Q4 2021
Q3 2021
Q2 2021
Q1 2021
About this Service Provider (HISP)
Customs and Border Protection (CBP) is one of the world's largest law enforcement organizations and is charged with keeping terrorists and their weapons out of the U.S. while facilitating lawful international travel and trade. On a typical day in fiscal year 2020, CBP staff processed 650,178 passengers and pedestrians, $6.64 billion worth of imported goods, and 90,000 entries of merchandise at our air, land, and seaports of entry.
Designated Services
Contacting the CBP contact center
CBP’s Traveler Communications Center was established in October of 2017 to serve as a 24/7 resource for traveler compliance and a central place to address common questions for those traveling to the United States.
Quarterly reports
Q4 2021
This HISP did not report customer feedback.
Q3 2021
This HISP did not report customer feedback.
Q2 2021
This HISP did not report customer feedback.
Q1 2021
This HISP did not report customer feedback.
About this Service Provider (HISP)
FEMA’s mission is to help people before, during and after disasters. 2020 set a new annual record of 22 “billion dollar” disasters - for the first time in the history, FEMA responded to simultaneous disasters in Washington, D.C., five territories and all 50 states for a record 230 presidentially declared emergencies, supporting more than 25 million people affected by natural disasters.
Designated Services
Applying for disaster assistance
The Federal Emergency Management Agency (FEMA) Individual Assistance program mission is to ensure disaster survivors have timely access to a full range of authorized programs and services to maximize recovery through collaborative partnerships with state, local, tribal, and territorial governments, as well as other federal agencies, non-governmental organizations, and the private sector. FEMA surveys those who contact the FEMA helpline, applicants for the program and follow-ups after receiving assistance.
Quarterly reports
Q4 2021
Service details
Transaction point: Follow-up Survey after Registering for Assistance with a FEMA Rep or Online
Channel: computer
People served: 3299
Surveys offered: 3299
Responses: 527
Q3 2021
Service details
Transaction point: Follow-up Survey after Contacting FEMA Helpline or Going On-Line for Assistance
Channel: automated_phone
People served: 5595
Surveys offered: 5595
Responses: 1783
Transaction point: Follow-up Survey after Registering for Assistance with a FEMA Rep or On-Line
Channel: automated_phone
People served: 3540
Surveys offered: 3540
Responses: 1212
Transaction point: Follow-up Survey after Receiving Assistance
Channel: automated_phone
People served: 14125
Surveys offered: 14125
Responses: 2004
Q2 2021
Service details
Transaction point: Follow-up Survey after Contacting FEMA Helpline or Going On-Line for Assistance
Channel: automated_phone
People served: 5932
Surveys offered: 5932
Responses: 2075
Transaction point: Follow-up Survey after Registering for Assistance with a FEMA Rep or On-Line
Channel: automated_phone
People served: 3702
Surveys offered: 3702
Responses: 1375
Transaction point: Follow-up Survey after Receiving Assistance
Channel: automated_phone
People served: 14896
Surveys offered: 14896
Responses: 2848
Q1 2021
This HISP did not report customer feedback.
About this Service Provider (HISP)
The Transportation Security Administration (TSA) is responsible for protecting the nation’s transportation systems to ensure freedom of movement for people and commerce. Within TSA, Domestic Aviation Operations is responsible for nearly 440 Federalized airports, screening more than 2 million passengers daily and 750 million every year and Surface Operations secures a wide U.S. transportation network of roadways, railroad tracks, tunnels, ports, and pipelines.
Designated Services
Contacting the TSA contact center
The TSA Contact Center presents the opportunity to provide feedback to all people who call or email their contact center.
Quarterly reports
Q4 2021
Service details
Transaction point: Follow-up Survey after Phone Interaction with TSA Contact Center
Channel: automated_phone
People served: 80711
Surveys offered: 80711
Responses: 9527
Transaction point: Follow-up Survey after Email Interaction with TSA Contact Center
Channel: email
People served: 12843
Surveys offered: 12843
Responses: 330
Q3 2021
Service details
Transaction point: Follow-up Survey after Phone Interaction with TSA Contact Center
Channel: automated_phone
People served: 107824
Surveys offered: 107824
Responses: 8387
Transaction point: Follow-up Survey after Email Interaction with TSA Contact Center
Channel: email
People served: 6523
Surveys offered: 6523
Responses: 994
Q2 2021
Service details
Transaction point: Follow-up Survey after Phone Interaction with TSA Contact Center
Channel: automated_phone
People served: 88343
Surveys offered: 88343
Responses: 5065
Transaction point: Follow-up Survey after Email Interaction with TSA Contact Center
Channel: email
People served: 5219
Surveys offered: 5219
Responses: 850
Q1 2021
Service details
Transaction point: Follow-up Survey after Email Interaction with TSA Contact Center
Channel: email
People served: 3523
Surveys offered: 3523
Responses: 498