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Update 
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Source: usimmigration.net
Update on the 800 Phone Inquiry System:
Michael Aytes, Director of Customer Service at USCIS, has informed AILA-USCIS liaison chair Bob Deasy that a new phone system is in the final stages of development that will allow customers direct access to information officers at the service centers for questions regarding pending cases and to facilitate problem resolution. The rollout date for the new system is not yet set because contracts have not been fully negotiated, but its implementation is projected for later this year. As envisioned by Mr. Aytes, calls will be directed to service centers based upon a caller's responses to prompts in the Interactive Voice Response (IVR) system (the menus callers hear on the phone). The IVR menus are being restructured to facilitate the direct transfer of calls, and to incorporate a significant number of enhancements that are being added based upon input from AILA and other user communities.
This new system is a component of the overall customer service plan being implemented. The first step was Case Status On-Line. On April 19th, USCIS added new features to the Case Status On-Line system, one of which permits a customer to create a profile and maintain an inventory of up to 100 cases for which status information will be maintained. The second feature allows customers to register an e-mail address and to automatically receive e-mail notification of action on a pending case. Finally, USCIS is developing a "customer service portal" on the USCIS website. This portal will allow customers to generate their own referrals and inquiries, which will go directly to the service center or office processing the case.
It's about time.
:Source: usimmigration.net
Update on the 800 Phone Inquiry System:
Michael Aytes, Director of Customer Service at USCIS, has informed AILA-USCIS liaison chair Bob Deasy that a new phone system is in the final stages of development that will allow customers direct access to information officers at the service centers for questions regarding pending cases and to facilitate problem resolution. The rollout date for the new system is not yet set because contracts have not been fully negotiated, but its implementation is projected for later this year. As envisioned by Mr. Aytes, calls will be directed to service centers based upon a caller's responses to prompts in the Interactive Voice Response (IVR) system (the menus callers hear on the phone). The IVR menus are being restructured to facilitate the direct transfer of calls, and to incorporate a significant number of enhancements that are being added based upon input from AILA and other user communities.
This new system is a component of the overall customer service plan being implemented. The first step was Case Status On-Line. On April 19th, USCIS added new features to the Case Status On-Line system, one of which permits a customer to create a profile and maintain an inventory of up to 100 cases for which status information will be maintained. The second feature allows customers to register an e-mail address and to automatically receive e-mail notification of action on a pending case. Finally, USCIS is developing a "customer service portal" on the USCIS website. This portal will allow customers to generate their own referrals and inquiries, which will go directly to the service center or office processing the case.
It's about time.
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