CSPED: An Overview Customer Service and Public Engagement Directorate

CSPED Organizational Chart Associate Director Customer Service Division National Customer Service Center Public Engagement Division Innovation & Technology Division Planning & Coordination Division Deputy Associate Director Chief of Staff Liaison & Coordination Branch Content & Quality Division

Customer Service Division Responds to USCIS customer inquiries received telephonically through the National Customer Service Center (NCSC), through telephone calls, s and written correspondence. Four components: Contact Center Enterprise – Oversees NCSC o FY14 Calls received at NCSC: Interactive Voice Response System (IVR) – 13,291,306 Live Assistance Tier 1 (general inquiries) – 6,416,534 Live Assistance Tier 2 (case specific/ complex inquiries) – 1,039,180 Customer Contact Center – Provides USCIS ELIS customer support and NCSC surge capacity o Responded to 48,975 customer inquiries in FY 14 Customer Assistance – Resolves difficult/sensitive customer cases on behalf of WH, DHS, OMB, CIS leaders o Responded to 9,534 customer inquiries in FY14 Quality Assurance – Monitors quality, accuracy of calls at USCIS call centers Responds to USCIS customer inquiries received telephonically through the National Customer Service Center (NCSC), through telephone calls, s and written correspondence. Four components: Contact Center Enterprise – Oversees NCSC o FY14 Calls received at NCSC: Interactive Voice Response System (IVR) – 13,291,306 Live Assistance Tier 1 (general inquiries) – 6,416,534 Live Assistance Tier 2 (case specific/ complex inquiries) – 1,039,180 Customer Contact Center – Provides USCIS ELIS customer support and NCSC surge capacity o Responded to 48,975 customer inquiries in FY 14 Customer Assistance – Resolves difficult/sensitive customer cases on behalf of WH, DHS, OMB, CIS leaders o Responded to 9,534 customer inquiries in FY14 Quality Assurance – Monitors quality, accuracy of calls at USCIS call centers

Public Engagement Division Functions: Provides customers ways to ask questions and to offer recommendations to improve our administration of immigration law o FY14: 104 national engagements with > 11,281 participants > 3,368 field engagements with > 128,016 participants Creates understanding, credibility, trust, and constructive relationships with intergovernmental agencies, stakeholders, and customers Support 35+ Community Relations Officers in the fieldInitiatives: Unauthorized Practice of Immigration Law leadershipUnauthorized Practice of Immigration Law leadership Outreach to under-represented/hard-to-contact/vulnerable populationsOutreach to under-represented/hard-to-contact/vulnerable populations Expand multilingual resource centerExpand multilingual resource center Support the Blue CampaignSupport the Blue Campaign EIA Public EngagementEIA Public Engagement Functions: Provides customers ways to ask questions and to offer recommendations to improve our administration of immigration law o FY14: 104 national engagements with > 11,281 participants > 3,368 field engagements with > 128,016 participants Creates understanding, credibility, trust, and constructive relationships with intergovernmental agencies, stakeholders, and customers Support 35+ Community Relations Officers in the fieldInitiatives: Unauthorized Practice of Immigration Law leadershipUnauthorized Practice of Immigration Law leadership Outreach to under-represented/hard-to-contact/vulnerable populationsOutreach to under-represented/hard-to-contact/vulnerable populations Expand multilingual resource centerExpand multilingual resource center Support the Blue CampaignSupport the Blue Campaign EIA Public EngagementEIA Public Engagement

Innovation & Technology Division Functions: Through the innovation process, develops business, service, and technology solutions to accelerate USCIS development of an enhanced customer service delivery modelInitiatives: myUSCIS Portal - Personalized portal for customers to get case status, make case inquiries, view personalized transaction history, and access USCIS ELISmyUSCIS Portal - Personalized portal for customers to get case status, make case inquiries, view personalized transaction history, and access USCIS ELIS Help Center - Google-like searchable hub for clear, definitive answers to immigration questionsHelp Center - Google-like searchable hub for clear, definitive answers to immigration questions Explore My Options – Tool using small amounts of data about a customer to identify immigration benefits for which they may qualifyExplore My Options – Tool using small amounts of data about a customer to identify immigration benefits for which they may qualify Functions: Through the innovation process, develops business, service, and technology solutions to accelerate USCIS development of an enhanced customer service delivery modelInitiatives: myUSCIS Portal - Personalized portal for customers to get case status, make case inquiries, view personalized transaction history, and access USCIS ELISmyUSCIS Portal - Personalized portal for customers to get case status, make case inquiries, view personalized transaction history, and access USCIS ELIS Help Center - Google-like searchable hub for clear, definitive answers to immigration questionsHelp Center - Google-like searchable hub for clear, definitive answers to immigration questions Explore My Options – Tool using small amounts of data about a customer to identify immigration benefits for which they may qualifyExplore My Options – Tool using small amounts of data about a customer to identify immigration benefits for which they may qualify

Planning & Coordination Division Functions: Provides overhead support to CSPED including: Financial and Asset Management Policy & Performance Management Contract Administration Human Capital Training Labor-Employee Relations Hiring Support Reporting Work-Life Balance Functions: Provides overhead support to CSPED including: Financial and Asset Management Policy & Performance Management Contract Administration Human Capital Training Labor-Employee Relations Hiring Support Reporting Work-Life Balance

Content & Quality Division Functions: Responsible for writing, editing, and managing content for all customer service tools and resources including: o Tier 1 scripts (English and Spanish) o How Do I Series Developing content for knowledge base and overall content strategy to support new self-service customer tools including: o The Help Center o Explore My Options o Interactive Virtual Assistant (virtual chat) Oversees quality assurance to promote effective delivery of customer serviceOversees quality assurance to promote effective delivery of customer service Utilizes QA measures and other customer service metrics to identify systemic issues to propose operational and policy changesUtilizes QA measures and other customer service metrics to identify systemic issues to propose operational and policy changes Functions: Responsible for writing, editing, and managing content for all customer service tools and resources including: o Tier 1 scripts (English and Spanish) o How Do I Series Developing content for knowledge base and overall content strategy to support new self-service customer tools including: o The Help Center o Explore My Options o Interactive Virtual Assistant (virtual chat) Oversees quality assurance to promote effective delivery of customer serviceOversees quality assurance to promote effective delivery of customer service Utilizes QA measures and other customer service metrics to identify systemic issues to propose operational and policy changesUtilizes QA measures and other customer service metrics to identify systemic issues to propose operational and policy changes

Liaison & Coordination Branch Agency liaison to CIS Ombudsman (CISOMB) and DHS Office for Civil Rights and Civil Liberties (CRCL) Objectives: Drafts response to CISOMB’s Annual Report Coordinates requests for information and data with program offices within MOU guidelines Reviews recommendations from CISOMB and CRCL aimed at enhancing customer service and curing systemic immigration issues Handles complex case inquiries from CISOMB, CRCL, Front Office, general public Coordinates and facilitates internal as well as external forums for discussion on diverse immigration issues Provides excellent customer service to internal and external customers, particularly those who have exhausted other viable means of resolving immigration issues Agency liaison to CIS Ombudsman (CISOMB) and DHS Office for Civil Rights and Civil Liberties (CRCL) Objectives: Drafts response to CISOMB’s Annual Report Coordinates requests for information and data with program offices within MOU guidelines Reviews recommendations from CISOMB and CRCL aimed at enhancing customer service and curing systemic immigration issues Handles complex case inquiries from CISOMB, CRCL, Front Office, general public Coordinates and facilitates internal as well as external forums for discussion on diverse immigration issues Provides excellent customer service to internal and external customers, particularly those who have exhausted other viable means of resolving immigration issues

DACA Renewal Outreach New public education materialsNew public education materials National and local engagementsNational and local engagements Use of social mediaUse of social media Avoiding scamsAvoiding scams

Avoiding Scams Protect and inform victimsProtect and inform victims Detect, deter, and report scamsDetect, deter, and report scams

1-800 number1-800 number Virtual Hold (for scheduled callback)Virtual Hold (for scheduled callback) Revised Interactive Voice ResponseRevised Interactive Voice Response Updated ‘How Do I?’ seriesUpdated ‘How Do I?’ series Customer Service Enhancements

Self-Help Customer Service Tools Change of AddressChange of Address E-RequestE-Request Case Status OnlineCase Status Online Processing TimesProcessing Times Office LocatorOffice Locator Civil Surgeon LocatorCivil Surgeon Locator

E-Request Options