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Bureau Of Citizenship And Immigration Services, The Houston District Have Been Focusing Efforts Into Improving Customer Service

First and foremost, I want to thank all of our colleagues and the public for patience and continued support of our new
agency. We’ll experience some growing pains as we transition into Department of Homeland Security, but I assure you
that I will continue to keep our lines of communication open. As the Director for the Bureau of Citizenship and Immigration Services, I have been focusing my efforts into improving our customer service. The Houston District has
initiated a Customer Service Challenge to provide better customer service, reduce long lines and waiting time. As part of this initiative, a forms information area has been created. Customers can now directly access forms at the district without waiting in line to speak to an Information Officer.

We have posted new signs in the lobby providing information on processing times, visa availability bulletins, and instructions on renewal of Legal Permanent Residency Cards. The signs should answer some of the inquiries thus eliminating the need to wait in line for a number to speak to an officer. We are also exploring the means to provide forms and information to Community Based Organizations, libraries, congressional offices, and other non-governmental offices
thus eliminating the need for customers to visit the district office. We have established a Correspondence/Case Resolution Team to address written status inquiries. The team is made up of District Adjudication Officers and InformationOfficers and is currently tackling a backlog of status inquires. We anticipate that the wait time for a response
to status inquiries will be greatly reduced. A new satellite office will be open next month to conduct interviews for Adjustment of Status Cases. The new facility should free up some space at the district to explore some new programs.
As a consequence of the staffing shortages during the Special Registration, we have fallen behind in the adjudication of some of our cases. We are focusing our efforts in bringing our applications current. We have begun accepting applications by mail, which should eliminate the waiting time for those filing applications at the district. In June,
we will only be accepting applications by mail. My staff and I are committed to providing timely receipts so that those filing will have the proof needed.

In May, my officers and I have partnered with the local Telemundo Community Outreach in holding weekly “Immigration in the neighborhood" outreach sessions. The reception has been tremendous with a total of over 2,000 customers served during these weekly information sessions. The personalized service delivered from an outstanding team of BCIS Officers is invaluable, thus alleviating the public's need to visit the district office. This initiative has been part of the "Customer Service Challenge" that the district has commenced in hopes of reducing customer lines and wait time. As we continue to meet new challenges, we remain a team committed to enforcing our national security concerns with a commitment to providing our immigrant community the best services that we can offer. As always, I welcome your suggestions and look forward to hearing from you.

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