Citizenship and Immigration Services is looking for ways to streamline their information services while remaining as secure as possible. While moving away from legacy systems and upgrading their networks allow for faster access, at least one office is turning towards automation as a way to assist those in the immigration process. Courtney Winship, division chief at the Office of Citizenship & Applicant Information Services in USCIS, tells Government Matters that the office is focusing on automating things that would improve customer experience.
“Where our team has focused is more on the account services themselves. For an immigrant, their experience really is a full journey. So, the filing of an application is one part of this full journey. It can take years sometime to process that one application,” Winship said. “But there are so many touch points and there’s such high anxiety, that if we can provide the case status and processing time, if we can provide that type of information up front and automate some of that. We will start to build trust and get rid of some of the anxiety that the individual has while they wait.”