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USCIS Ombudsman Annual Report 2008

The USCIS Ombudsman Annual Report 2008 (16.9mb ) makes 10 new recommendations to improve USCIS operations in key areas, including transformation, improving customer service, and providing the public with more information:

Transformation of Filing and Case Processing

Implement a Comprehensive and Effective Case Management System
Digitize Form Filing and Case Processing
Convene Working Group to Improve File Tracking System
Review the 2007 Workforce Surge Plan and Provide After-Action Report

Improve Customer Service to Ensure Consistent and Accurate Information

Standardize Customer Service
Ensure consistency across all information systems
Provide opportunities for USCIS customer service staff to participate in Exchange Program
Ensure Tier 1 Follow Current Scripted Information

Provide More Public Information

Examine Website Staffing and Resources
Reduce High Levels of “Requests For Evidence” By Expanding “Tip Sheets”