Description
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
Previously-reported Services
Scheduling an in-person appointment at a USCIS field office
Description
Customers for in-person services include 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 required 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. The need for an in-person appointment at a field office is determined on a case-by-case basis. Applicants request an appointment by calling the toll-free number for the USCIS Contact Center.
Why this service was designated
USCIS receives millions of applications and conducts thousands of in-person appointments annually across all field offices. Previously, applicants could self-schedule through an online portal and often were seen in offices for reasons that could be handled over the phone. With the Contact Center vetting the appointment request, USCIS has greatly reduced the number of in-person appointments annually. This saves the applicant the burden of attending an in-person appointment and allows field offices to shift resources toward processing cases.
Filing a USCIS immigration benefit form
Description
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.) engage with USCIS 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 USCIS’s customers a more straightforward, faster, and more efficient method to apply for immigration benefits. These benefits include: Avoiding common filing mistakes that could potentially result in the benefit application being rejected; immediate receipt of the online form by USCIS once successfully submitted; instant access to the receipt notice upon successful submission of the online application; immediate access to account features such as a secure inbox that allows the user to communicate directly with USCIS Contact Center Immigration Services Officers.
Why this service was designated
Filing electronically makes applying for immigration benefits easier, less error-prone, and increases operational efficiencies by eliminating manual processes. Today, 70% of USCIS’s entire workload is processed electronically. In addition, USCIS receives 38% of all applications, petitions, and requests (and required payments) filed by its customers electronically. USCIS has a goal of enabling electronic processing for all forms by Fiscal Year 2026. The effort also includes promoting and encouraging users to choose electronic filing over paper filing when available. In FY 2021, for forms available for online filing, 49 percent of those applications (or 1.2 million) were filed online.
Previously-reported Services
Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.
Contacting the USCIS contact center
Description
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 data reported
Q3 2022
What we learned from this quarter's data:
The data covers the USCIS Contact Center, a multi-tiered operation providing immigration help to around 14 million people annually. FY22, Q3 experienced a minor decrease in customer satisfaction for all seven survey questions. This overall decline, and corresponding increase in call volume was partially attributed to the overall increase in agency backlogs that resulted from agency closures and limited services due to the COVID-19 pandemic. The largest declines were in the questions “It took a reasonable amount of time to do what I needed to do," (decreased from 74.3% to 71.0%) and “It was easy to complete what I needed to do” (decreased from 77.5% to 74.6%). The slight decrease in “It took a reasonable amount of time to do what I needed to do,” may be attributed to our vendor experiencing retention and recruiting challenges, causing longer wait times for calls, particularly in Spanish. To improve performance, USCIS deployed banner messaging, refined options for call queues, and directed our vendor to aggressively increase recruiting and retention efforts. Additionally, our agency continues to refine the Interactive Voice Response system’s capabilities and content to give more callers the ability to resolve their inquiry using self-service. For future plans, the agency will be providing more robust online account services to increase self-service for needs such as case status, address changes, and expedite requests, which are commonly handled by the Contact Center.
Service details
Transaction point: Follow up survey after contact with 1-800 number
Channel: computer
People served: 3012698
Surveys offered: 3012698
Responses: 33757
Description
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
Previously-reported Services
Completing the I-94 form using the CBP One Mobile App
Description
All persons entering the United States, that are not U.S. Citizens, returning resident aliens, aliens with immigrant visas, and most Canadian citizens, can create an account through the CBP One Mobile App to apply and pay for the I-94 Form before entering the United States. The I-94 Form confirms that a foreign, nonimmigrant visitor has entered the United States legally. It includes information such as visa status and the permitted duration of stay in the United States and is typically issued by CBP Officers at the Ports of Entry.
Why this service was designated
The CBP One Mobile App and I-94 Form allows nonimmigrant persons to move through processing at the Ports of Entry more efficiently, reducing processing delays and improving their experience with CBP Officers. All foreign travelers with a mobile phone can benefit from using this App, particularly on busy travel days. In addition, once a traveler is in the United States, the CBP One Mobile App provides travelers with instant access to their I-94 proof of admission, last ten years of travel history, or the remaining number of days in the authorized length of stay in the United States.
Completing CBP Form 1300
Description
Ship and boat captains and operators of commercial vessels use CBP Form 1300, Vessel Entrance, or Clearance Statement (VECS). The forms allow CBP to fulfill regulatory requirements to verify vessel manifest documents, accurately assess fees and taxes, levy fines, and keep accurate vessel arrival and departure information records. In conjunction with the United States and other countries, the United Nations Intergovernmental Maritime Organization (IMO) developed VECS as a single form to replace numerous other forms used by various countries for the entrance and clearance of vessels.
Why this service was designated
It is estimated there are 188,928 annual submissions with an estimated 30 minutes to complete CBP Form 1300. CBP Form 1300 is used to collect essential commercial vessel data including: detailed information on the vessel, cargo, purpose of the entrance; certificate numbers and expiration; record of fees and tonnage tax payments at the time of formal entrance and clearance in U.S. ports. VECS will impact an estimated 94,464 burden hours on ship and boat captain operators resulting in the more efficient movement of goods to the public.
Previously-reported Services
Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.
Contacting the CBP contact center
Description
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 data reported
Description
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
Previously-reported Services
Applying for disaster assistance
Description
FEMA provides Individual Assistance (IA) to help individuals and families with their recovery. FEMA assistance can take the form of financial assistance (e.g., payments to help with expenses for temporary housing, home repairs, personal property, transportation or medical expenses caused by the disaster), direct assistance (e.g., lodging or temporary housing provided by FEMA), and assistance provided through partners (e.g., disaster unemployment assistance, legal services, and connection to voluntary agencies). Customers for this service are the individuals and families who need assistance with necessary expenses and disaster-caused unmet needs that are not covered by insurance or other sources. While personal insurance is the first line of support after a natural disaster, some populations may be underinsured or uninsured and may have needs caused by a disaster that insurance does not cover. FEMA services are not meant to compensate for all disaster-caused losses and cannot replace insurance coverage. Still, they can provide critical assistance to disaster survivors, allowing them to begin their recovery process.
Why this service was designated
Every year, disasters impact individuals and families across the United States. Surviving a natural disaster may be the most challenging thing in someone’s life. In 2017, FEMA responded to unprecedented disasters that affected more than 25 million Americans (almost 8 percent of the U.S. population), and 2020 was the first time in the agency’s history when FEMA responded to simultaneous disasters in Washington, D.C., five territories, and all 50 states. The financial assistance for housing and other needs provided to disaster survivors exceeded $560 million in 2020.
Filing a claim under the National Flood Insurance Program
Description
Flooding damages homes businesses and property. NFIP insurance claims protect renter, homeowner, condominium unit and association owner, mobile home owner, or business owner policyholders against the financial impacts of replacing damaged goods covered under an NFIP policy. Many homeowners become NFIP policyholders to comply with lending requirements for federally backed mortgages, but others choose to protect their property to be more resilient against flooding. FEMA facilitates flood insurance claims payments through participating private insurance companies and a federal contractor that run’s FEMA’s insurance company, the NFIP Direct. The normal flood claim process requires the NFIP policyholder to report their loss to the flood insurer. The insurer then assigns an independent adjusting firm. The firm and an authorized adjuster contact the policyholder in order to meet and inspect damages, prior to the payment of any claim.
Why this service was designated
NFIP claims payments reduce the socio-economic impact of floods and allow survivors to recover more quickly after a disaster by providing money to replace damaged property covered by an NFIP policy and return to a more normal life. The NFIP protects approximately 5 million policyholders from the devastating financial effects of flooding in more than 22,500 communities across all 50 states and six territories, providing nearly $1.3 trillion in policy coverage. On average, flooding causes more than $5 billion in damage nationwide each year. The NFIP has adjusted approximately 2.5 million claims since Congress established the program in 1968. Flood insurance claim payments are a resource people can use to recover from flooding with important distinctions from other post-disaster resources such as grants which one must apply for, loans that must be repaid, or disaster assistance payments which depend on a presidential declaration. Most homeowners, commercial, and renter’s insurance policies do not cover flood damage. From 2015-2020, flood insurance policyholders received an average claim payment of $68,000. In 2020, the NFIP paid over $913 million in claims payments for over 33,000 claims. In 2021, the NFIP paid $1 billion in claims for 27,700 claims across 16 states and the District of Columbia resulting from Hurricane Ida.
Previously-reported Services
Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.
Applying for disaster assistance
Description
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 data reported
Q3 2022
What we learned from this quarter's data:
During the third quarter of Fiscal Year (FY) 2022, FEMA received 144 customer experience survey responses from survivors of three Presidentially declared disasters (DRs: 4630-KY, 4637-TN, and 4652-NM). Customer satisfaction with employee helpfulness remained FEMA's top performing area. The area that needs the most improvement continues to be addressing customer needs. Satisfaction across all questions decreased for the second quarter in a row in FY 2022. This may be due to the mix of disasters surveyed consisted of two tornadoes and a fire, with the fire accounting for 97% of the survey responses. FEMA has learned that fire events have some of the lowest customer satisfaction scores when compared to most other disaster types. FEMA is working to better understand why fire events have lower customer satisfaction scores. FEMA continuously looks to improve service to disaster survivors. In May 2022, FEMA conducted a supplemental Customer Experience (CX) training focused on empathy, active listening, and FEMA’s core values for contact center agents, in person home damage inspectors, and the staff group that goes door-to-door engaging with survivors after a disaster.
Service details
Transaction point: Follow-up Survey after Registering for Assistance with a FEMA Rep or Online
Channel: mixed
People served: 3988
Surveys offered: 806
Responses: 144
Description
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
Previously-reported Services
Completing TSA passenger screening
Description
TSA’s customers are the traveling public, which are made up of experienced business travelers; Trusted Travelers (Global Entry, TSA PreCheck® passengers); families traveling for vacation or to see loved ones; passengers with medical conditions, disabilities, or limited English proficiency; and airport and airline employees, who work in airports across the country. All passengers or individuals seeking access to the secured area of the airport must undergo TSA security screening, which is in place at more than 450 airports across the country. During security screening (“passenger screening”), you will interact with various types of technology, such as the Advanced Imaging Technology (body scanner), Walk-Through Metal Detector, Explosive Trace Detection, and X-ray machines – all to check for concealed threats and prohibited items.
Why this service was designated
The Transportation Security Administration screens nearly 2 million passengers and their property each day at over 450 airports across the country. This translates to over 750 million passengers each year. Passenger screening makes up the largest portion of TSA’s work and is a service most citizens are intimately familiar with, either from personal experiences or those of friends and family members. Participating in airport screening is part of the traveling public’s journey when they travel for leisure, work, or as part of their daily routine for the hundreds of thousands of airline or airport employees nationwide.
Getting help from TSA
Description
Often, people need to contact TSA to ensure they are prepared for their upcoming travel, checking if an item is permitted or prohibited, confirming their ID is REAL ID compliant, or requesting assistance through the screening checkpoint via TSA Cares. TSA has many resources available to assist in preparing for your trip whether you are unsure if a certain item is permitted in your carry-on or checked baggage, how you will go through screening with a mobility device, how your children will be screened, or what to do if “TSA PreCheck®” does not show up on your boarding pass. People may contact us to report security threats or suspicious activity, provide feedback, submit a complaint or compliment, file a claim, or request lost and found information. Lastly, our contact channels can provide assistance for Trusted Travelers, who are not receiving TSA PreCheck® on their boarding pass.
Why this service was designated
TSA understands that preparing for travel can be somewhat overwhelming, particularly if you have not flown for a long time and are unsure of the latest rules and procedures. Preparedness is key to having a positive experience at the screening checkpoint; as it creates calm and allows our officers to focus on identifying threats.
The TSA Contact Center and TSA Cares are open 365 days a year, receive 1.4 million contacts annually, and can be reached by phone, email, or online forms and offers automated information in 12 languages. TSA’s social media team is available 365 days a year as well, and receives 1.3 million contacts annually on Twitter, Facebook, and Instagram. TSA uses the data collected from inquires to these contact channels to gather insights into the traveling public’s needs and experiences, which helps ensure a seamless interaction at the screening checkpoint.
Previously-reported Services
Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.
Contacting the TSA contact center
Description
The TSA Contact Center presents the opportunity to provide feedback to all people who call or email their contact center.
Quarterly data reported
Q3 2022
What we learned from this quarter's data:
We continue to see a large discrepancy between our email and phone channel survey results. For email, the question stats were: avg. 3.3, min. 2.9, max 3.7. For phone, the question stats were: avg. 4.6, min. 4.4, max 4.9. The survey is the same for both channels. For email, every contact is now offered the survey (previously 1 in 4). For phone, every contact is offered the opportunity to participate at the end of the phone call (previously before connecting to an agent). During Q1, we reviewed the survey process for each channel in order to identify any potential issues. The following changes were implemented based on that review: 1) increased email survey invitation rate from 25% to 100%, 2) added QA measures to the email survey process to validate outgoing invites, 3) moved phone survey opt-in checkpoint from pre-call to post-call. These changes have increased survey participation during the last 2 quarters (email up 15%; phone up 5-8%). We are continuing to work closely (continual, daily oversight/ support) with our new TSA Contact Center (TCC) vendor, as we work in partnership to bring their operation to a mature state that meets their service level agreements on a routine basis. Their pain points remain staffing from both an overall perspective (enough to meet the demand), as well as a quality perspective (seasoned, knowledgeable). Note: We have no phone survey data to report for 06/05/22 through 06/30/22 due to a series of outages. Outage #1 involved the TCC’s phone data system. Outage #1 commenced on 05/11/22 and was fully resolved on 06/08/22. No data was lost during Outage #1. However, the resolution of the Outage #1 caused Outage #2, which involved the TCC phone survey and directly led to the no data being collected. Outage #2 was resolved in early July 2022.
Service details
Transaction point: Follow-up Survey after Email Interaction with TSA Contact Center
Channel: email
People served: 69071
Surveys offered: 53919
Responses: 9759
Transaction point: Follow-up Survey after Phone Interaction with TSA Contact Center
Channel: automated_phone
People served: 69542
Surveys offered: 69542
Responses: 11687