CSPED: An OverviewCustomer 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 DivisionResponds to USCIS customer inquiries received telephonically through the National Customer Service Center (NCSC), through telephone calls, emails 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 capacityo Responded to 48,975 customer inquiries in FY 14

• Customer Assistance – Resolves difficult/sensitive customer cases on behalf of WH, DHS, OMB, CIS leaderso Responded to 9,534 customer inquiries in FY14

• Quality Assurance – Monitors quality, accuracy of calls at USCIS call centers

Public Engagement DivisionFunctions:• 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 leadership

• Outreach to under-represented/hard-to-contact/vulnerable populations

• Expand multilingual resource center

• Support the Blue Campaign• EIA Public Engagement

Innovation & Technology DivisionFunctions:

• Through the innovation process, develops business, service, and technology solutions to accelerate USCIS development of an enhanced customer service delivery model

Initiatives:

• myUSCIS 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 questions

• Explore My Options – Tool using small amounts of data about a customer to identify immigration benefits for which they may qualify

Planning & Coordination DivisionFunctions: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 DivisionFunctions:• 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 service

• Utilizes QA measures and other customer service metrics to identify systemic issues to propose operational and policy changes

Liaison & Coordination BranchAgency 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

materials

• National and local engagements

• Use of social media

• Avoiding scams

Avoiding Scams

• Protect and inform victims

• Detect, deter, and report scams

• 1-800 number

• Virtual Hold (for scheduled callback)

• Revised Interactive Voice Response

• Updated ‘How Do I?’ series

Customer Service Enhancements

Self-Help Customer Service Tools• Change of Address

• E-Request

• Case Status Online

• Processing Times

• Office Locator

• Civil Surgeon Locator

E-Request Options