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

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

Event Date: September 26, 2023 at 2:00PM ET to 3:00PM ET

The materials from this webinar have been posted on The CIS Ombudsman’s Webinar Series: Engagement with USCIS on Customer Experience Enhancements publication page.

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.

Last Updated: 11/16/2023
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