New Procedures at National Customer Service Center

From: "U.S. Citizenship and Immigration Services" <uscis@public.govdelivery.com>
Date: August 9, 2013 7:16:23 AM MDT
Subject: USCIS Message: Change to NCSC Call Routing Procedures
Reply‐To: "uscis@public.govdelivery.com" <uscis@public.govdelivery.com>
Dear Stakeholder,
USCIS is changing call routing procedures at the National Customer Service Center (NCSC) to provide faster and
more efficient service.
Beginning August 16, attorneys and BIA-accredited representatives who need assistance with their client’s case can
quickly connect with an NCSC customer service representative, who will send the inquiry to the appropriate USCIS
office for resolution. Under this new process, the customer service representative will assess the nature of the call and
either accept a service request or transfer the call for more in-depth review.
This change will improve the management of calls and reduce wait times to provide timely, individualized customer
service to all USCIS customers and their representatives.
As always, USCIS offers its customers a number of online self-help tools. Applicants and their representatives
can check case status, find average processing times, submit a case status inquiry (e-Request), change their
address or find a USCIS office any time on the USCIS Web site at www.uscis.gov.
Kind Regards,
USCIS Public Engagement Division