USCIS Service Request Case Management Tool

Every organization has a customer-service function, including federal agencies that serve the public. USCIS is one of 23 agencies under the U.S. Department of Homeland Security (DHS). USCIS provides several customer driven tools including toll-free, nationwide assistance about immigration services and benefits to customers through its Interactive Voice Response (IVR) and call centers, in addition to information available on its web site, USCIS.gov. The Case Management tool application developed by IBA’s system and software engineering professionals for USCIS is a highly customizable, web-based, and data-driven, workflow oriented that tracks customer service requests from inception to completion and provides reports for all management levels.

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August 19, 2014