Policy Brief: Walled Off: How USCIS Has Closed Its Doors on Customers and Strayed from Its Statutory Customer Service Mission

Over the last four years USCIS has strayed far from its customer-oriented mission. AILA highlights many of the measures responsible for this shift and offers smart, sensible solutions for the agency to rebuild its public services and ensure efficiency and transparency in its operations.

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Over the last four years, USCIS has strayed far from its customer-oriented mission. AILA highlights many of the measures responsible for this shift and offers smart, sensible solutions for the agency to rebuild its public services and ensure efficiency and transparency in its operations.

Join the Conversation to #HoldUSCISAccountable

Join us on Facebook and Twitter and LinkedIn to amplify nine key changes that USCIS should make to improve its customer service. Between mid-February and mid-April,, AILA will engage in a conversation about these changes, culminating with recommendations for Congress to #HoldUSCISAccountable at AILA’s Virtual National Day of Action on Thursday, April 22.

Last Wednesday, we asked you to share your experiences with the USCIS contact center and what should be done differently to help you and your clients. On Wednesday, March 3, we’ll ask you to share your experiences trying to schedule an appointment at your local USCIS office and how they need to change that process.

Every Wednesday at 10:00 (am) ET, we will share a prompt on social media about the next recommendation. We hope you will join the conversation by sharing your own experiences. Remember, please don’t share identifying details about client examples unless they have approved it.

Thanks in advance for your help amplifying these nine key areas of necessary improvement at USCIS and #HoldUSCISAccountable!


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Cite as AILA Doc. No. 21021236.

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