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DHS USCIS Information and Customer Service Division (ICSD)
Program Management Support Services
Challenge
ICSD coordinates and manages the U.S.
Citizenship and Immigration Services USCIS
Telephone Centers; identifies, plans, develops, and
implements customer information and customer service
functions throughout the domestic operations spectrum; and
serves as the customer service liaison for USCIS. ICSD
manages and receives more than 16 million calls annually,
and provides customer service content, education materials,
and web-based products to the seven million visitors who
visit www.uscis.gov. ICSD needed a wide range of program
management support services ranging all the way from project
tracking to content management.
Solution
The DRC Team provides a comprehensive
set of program management and operational support services,
customer assistance support, and social media development
support to all four ICSD offices—as well as two ICSD Call
Centers. We provide acquisition support, including budget
analysis, project tracking, and cost estimating. The DRC
Team also leverages our understanding of immigration law and
USCIS processes to support CMO staff in writing, updating,
and editing content for call center scripts, fact sheets,
Web content, Mystery Shopper scenarios, and other materials.
We work with CMO staff to maintain the daily currency and
accuracy of content on the USCIS web sites. The DRC Team
provides data collection and reporting for call monitoring
and Quality Assurance (QA) projects for the NCSC Tier 1 and
Tier 2 telephone Call Centers.
The DRC's Team experienced social media
professionals helped USCIS gain an understanding of their
customer's perceptions of USCIS through organizational,
audience, and social media analyses. We conduct daily
watches of USCIS and immigration-focused weblogs, video
blogs, social networking forums, and the DHS Leadership
Journal. We track key issues, interactions, and conversation
rates on these social media sites to identify hot topics,
create blog watch reports, and recommend response strategies
for USCIS.
Benefits/Achievements
Our support staff have received numerous
awards (Town Hall awards), letters of appreciation, "green
checks" for outstanding support, and other accolades from
ICSD staff throughout the organization for the quality of
our work and our team’s responsiveness to the dynamic needs
of ICSD's offices and Call Center operations.
Team Kadix's quality of support and
dedication to ICSD customer service is evidenced the
following testimonial from ICSD management.
"…please accept my thoughts about the
outstanding, comprehensive approach and professional
performance provided by [your team]. I have learned to look
forward to the personal/professional care [your team] brings
to [their] job performance and demonstrates in approaching
whatever task is given. Your company’s efforts for hiring
such talent are to be applauded." -
USCIS Coordinator, in a letter to Team Kadix, May 22, 2009
Interested in more information?
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