New USCIS.gov Features Improve Customer Service Online services updates provide greater case accessibility Fact Sheet

Introduction

U.S. Citizenship and Immigration Services (USCIS) launched new web features designed to expand users’ access to their case information. As part of USCIS’s commitment to improve customer service, these enhancements include a new online inquiry tool and tailored case status information, as well as new features for Spanish-speaking customers available at USCIS.gov/espanol.

Background

USCIS continues to advance its customer service enhancement goals through improved and expanded online services. Last summer, USCIS responded to President Barack Obama’s call for USCIS to improve its website to allow customers to more easily navigate the USCIS process in the immigration system and keep up-to-date with their case status. The agency completely redesigned USCIS.gov within 90 days, incorporating both internal and external stakeholder feedback. The redesign of USCIS.gov included the creation of the agency’s first ever Spanish language website.

USCIS strives to be at the forefront of providing improved customer service through one of the most visited websites in the federal government.

Website Enhancements

USCIS introduced the following four new features to USCIS.gov on July 30, 2010, as a part of its commitment to continuously improve customers’ access to the agency and give them accurate, up-to-date and comprehensive information about their files and cases.

• Online Inquiry Tool for Select Forms: Customers may now submit an electronic inquiry directly to the appropriate Field Office or Service Center to request a status update if their Application to Replace Permanent Resident Card (Form I-90) or Application for Naturalization (Form N-400) is outside the posted processing times, rather than calling the toll-free number or making an InfoPass appointment with the local office to obtain the same information. USCIS is committed to responding within 15 days of receiving the electronic inquiry, reduced from the previous commitment to respond within 30 days. This program may be expanded to include other applications and petitions.
• Email Notification in Spanish: When customers register to receive email updates on their case status, they can now elect to receive messages in English or Spanish. Until now, all messages had been in English.
• Specific Adjudication Process Steps by Form Type on My Case Status: When customers check their case status online, the process steps they see will now be specific to the petition or application they submitted. Until recently, the website listed seven identical process steps for all forms, even though not all the steps applied to all the forms. With the new feature, process steps are customized for more than 40 form types.
• Change of Address Online in Spanish: Customers will now be able to submit a Change of Address Online in English or Spanish.  The service was previously provided only in English.