INS Expands 800 Number Service
The NCSC was established to provide customers a viable alternative to writing letters or traveling—potentially long distances—to stand in line for information or assistance. By reducing the number of customers who visit local offices, the offices are better able to serve those customers who do visit the office as well as focus on other services and activities best provided locally.
The NCSC provides INS customers who call its toll-free number at 1-800-375-5283 with basic eligibility and “how-to” information.
How the NCSC Operates. Though the customer dials a single toll-free number to reach the NCSC, the NCSC is actually comprised of four telephone centers spread across the United States. Regardless of which telephone center answers the call, the NCSC provides customers who call the toll-free number with three levels of service. First, the customer reaches a “menu” of automated options that provides information on very basic questions. Second, if the customer needs live assistance, a customer service representative (CSR) who uses automated scripts and call guides will answer questions. Third, if the questions are beyond the scope of the scripts, the customer will be transferred to an Immigration Information Officer.
Current NCSC Services. During the last year, the INS has significantly expanded the NCSC’s coverage of the United States; nationwide services (including Puerto Rico and the U.S. Virgin Islands) began in December 1999. The NCSC currently receives between 22,000 and 28,000 calls each day.
Expansion of Service. Having achieved geographic coverage of the entire country, the INS is focusing on two challenges—expanding NCSC’s service portfolio and improving the quality of service.
Providing New Services. The INS recently redesigned and improved the NCSC’s menu of automated options to provide more information about local offices including hours of operation, location, procedures, listings of local civil surgeons and Application Support Centers. By calling the NCSC, applicants can also request forms and, in an emergency, request that their appointment for interview or fingerprinting be rescheduled.
Naturalization (N-400) applicants across the country can already report their change of address by calling the NCSC’s 800-number. All other applicants for immigration benefits must still submit their change of address in writing to the office or Service Center where they submitted their application.
In the future, applicants will also be able to call the NCSC to check on the status of their case.
Improving the Quality of Service. The NCSC—as stated in its mission—intends to be a world-class customer service provider. To ensure its success, the NCSC has met certain targets to match best business practices of call centers. For instance, the NCSC is targeting an average time of 15 seconds hold time prior to speaking to a CSR and an abandonment rate (i.e., the rate at which customers end the call because they believe they have been on hold too long) of less than 2 percent. Under the current plan, the NCSC will be at or close to best practice by Fiscal Year 2002.
To refine future service options, improve staff performance, and improve overall service delivery to its customers, the NCSC regularly requests feedback from its customers using the results from surveys and focus groups. The NCSC will also use internal quality assurance programs (i.e., monitoring calls) to ensure customers receive accurate information and courteous service.