Customers have shared with the Ombudsman's Office that they are unable to find information about how to contact USCIS regarding general matters such as behavior and treatment or areas in need of improvement. While USCIS has devoted significant resources to customer service, the agency does not yet have a uniform procedure for tracking or otherwise managing non-case specific feedback at the national, regional, and local levels. Supporting feedback from the public, the Ombudsman recommends specific actions that USCIS can take to improve the Customer Service Complaints Process at USCIS.
On March 23, 2011, the Ombudsman recommended that USCIS:
- Establish a better means of informing the public how to submit general complaints; and
- Publish the collected complaint data for public scrutiny.
In the recommendation, the Ombudsman identifies several ways to implement these recommendations that build upon existing USCIS processes.