The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 54 - Creating a Modern, User-Friendly Immigration Journey featuring Vashon Citizen
In this episode of The CX Tipping Point Podcast, we spoke to Vashon Citizen, the Acting Deputy Chief in the Office of Access and Information Services, External Affairs in the US Citizenship and Immigration Service within the Department of Homeland Security and 2024 Service to the Citizen Award winner.
We explored the efforts that USCIS has made in improving public service delivery through a series of customer experience (CX) enhancements. USCIS recognized the importance of providing a modern, user-friendly experience for customers navigating the immigration journey. This commitment led to the implementation of innovative self-service tools aimed at resolving common inquiries and improving accessibility.
Vashon described their key achievements which included:
- Text Ahead Feature which was introduced to notify customers before contacting them, reducing missed calls and improving communication efficiency.
- Online Change of Address Tool which simplified the process of updating addresses across USCIS systems, significantly reducing manual requests and saving operational costs.
- Appointment Web Form which enabled customers to request and reschedule appointments online, reducing wait times and administrative burdens.
- myProgress Tool which provides personalized case status information, accessed over 250,000 times daily, enhancing transparency and reducing the need for phone inquiries.
- Digital Transformation of H-1B Program which digitized the entire lifecycle of H-1B applications, streamlining processes for stakeholders and improving collaboration.
These improvements have collectively enhanced efficiency, reduced customer frustrations, and provided a more consistent and responsive service experience.
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