The new Information Services Modernization Program is replacing the current self-scheduled InfoPass appointment system that allows anyone to make an appointment on-line or at their local USCIS office to speak to an immigration officer regarding their pending case, get immigration resources or get answers to immigration questions. The new program is suppose to improves the timeliness of information and emergency services. Additionally, the new program should improve information efficiency for all classes of immigration applicants.
Effective March 4, 2019, the new Information Services Modernization Program will be rolled out to the Tampa and Orlando Field Offices. This means that in order to get information in-person, you first have to call 1-800-375-5283 and after speaking to an agent then you may or may not meet the guidelines to get “pre-authorized” for an appointment at your local immigration office to speak to an officer in-person.
Based on internal surveys, USCIS found that many users of the InfoPass self-scheduled appointment program could have saved time by calling the USCIS Contact Center or checking the USCIS website. In the long term, the new modernization efforts will help applicants save time by limiting the hassle of scheduling an in-person appointment. USCIS additionally hopes that by limiting in-person appointments, the service can better allocate resources and staff towards processing and adjudicating applications. For those who require in-person assistance, USCIS states that applicants will still maintain the right to schedule an appointment, and can receive assistance to do so through the new modernized information service program.
The new Information Services Modernization Program is basically replacing in-person customer support with over the phone assistance that involves long hold times on the phone and generic scripted answers to applicants. Instead of customer support modernization, U.S. Citizenship and Immigration Services is going back to an antiquated system of navigating telephone prompts before speaking to a live person who has no background on immigration law and reads from a computer screen telling you your “case is pending” or “go to our website for more information”.
For more information on InfoPass or Information Services Modernization Program,
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