Review of the INS's National Customer Service Center
Telephone Information Service
Report No. I-2002-001
December 2001

INS MANAGEMENT RESPONSE

U.S. Department of Justice Immigration and Naturalization Service

HQOIA 110/8.2-C

MEMORANDUM FOR	PAUL A. PRICE ACTING ASSISTANT INSPECTOR GENERAL    FOR EVALUATIONS AND INSPECTIONS DEPARTMENT OF JUSTICE
FROM:	James W. Ziglar Commissioner Immigration and Naturalization Service
SUBJECT:	Review of the Immigration and Naturalization Service's Telephone Information Service, Report Number I-2002-001

I appreciate the opportunity to comment on the subject report and solicited input from the senior management official who is most significantly impacted, the Executive Associate Commissioner for Field Operations. I have reviewed the response and concur with the conclusions and observations.

The Immigration and Naturalization Service is aggressively improving customer services in all areas. I am especially pleased to see evidence of outstanding service by the customer Service representatives. Your recommendation for additional training in the area of employment eligibility is being implemented. Specific details of the improvements are noted in the attached memorandum.

If you have any questions, please contact Kathleen Stanley, Audit Liaison, at (202) 514-8800.

Attachment

cc:   Vickie L. Sloan, DOJ Audit Liaison

U.S. Department of Justice Immigration and Naturalization Service

HQOPS 110/8C

MEMORANDUM FOR	THE COMMISSIONER
FROM:	Michael A. Pearson Executive Associate Commissioner Office of Field Operations
SUBJECT:	Report: Review of the Immigration and Naturalization Service's Telephone Information Service, Report Number I-2002-001

We appreciate and agree with the findings of the subject report and will continue to make improvements in the services we are providing to our customers.

RECOMMENDATION: The INS should provide the customer service representatives additional information and training in the areas of employment eligibility verification and employment authorization.

INS RESPONSE: Prior to this report being completed, INS had already begun an initiative to absorb and incorporate the services provided by the Office of Business Liaison (OBL) into the scope of information provided by the National Customer Service Center (NCSC).

The OBL has been maintaining a separate toll free number to provide services to employers concerning many issues including those of employment eligibility verification and employment authorization. For purposes of continuity and to maintain a high level of customer service to employers and businesses, the NCSC will maintain the toll free number, which was utilized by the OBL, but will incorporate it into the scope of services provided by the NCSC. This will be accomplished by routing that toll free number to a core of highly and specially trained customer service representatives within the NCSC, who will specifically provide employer-related information.

The NCSC has been in the process of developing this core of customer service representatives and is providing information and training directly related to the issue outlined in the report. In addition, the NCSC is developing and providing additional information and training to its immigration information officers in the areas noted in the report in an effort to enhance customer service and to create a smooth transition of those services previously done at the OBL into the NCSC.

Please contact Bob Kennard, National Customer Service Center, at 202-305-8064, if you have any questions.