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:

• 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

• 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
  

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