Chapter 1: Guiding Principles

A. Purpose​

USCIS’​s​ customer service policy goals are to:​

Achieve excellent customer service each time USCIS interacts with ​its​ customers.​

Ensure the delivery of accurate, useful, and timely information to ​USCIS​ customers.​

Identify issues and provide solutions to enhance consistency and to increase customer confidence.​

Provide​ USCIS employees and contractors with clear and concise customer service guidance and standards. ​

USCIS will ensure its​ employees have the knowledge and tools needed to administer the immigration laws and policies with professionalism.​USCIS will ​ensure​ educational and case​-​specific information is ​accessible, ​reliable​,​ and accurate. ​

B. Core Principle​

Meeting customer service expectations can be challenging. The performance of agency duties inevitably means that some customers will be disappointed if their cases are denied. Good customer service means​ that everyone ​USCIS​ affect​s​ will be treated with dignity and courtesy regardless of the outcome of the decision. ​USCIS will ​not approve a​ benefit ​unless​all ​eligibility​ requirements​ ha​ve​ been ​met.​ Similarly, USCIS will ​not approve a ​benefit ​until all ​national security​ and public safety ​concerns have been appropriately addressed. ​

USCIS will​ approach each case objectively ​and adjudicate each case in a thorough and fair manner. USCIS​ will carefull​y administer every aspect of its​ immigration mission so that ​its customers ​can hold in high regard the privileges and advantages of ​U.S. immigration.​

C. Governing Principles​

The following principles will govern every action USCIS takes: ​

1. Respect​

USCIS will demonstrate respect for ​its​ customers.​USCIS​ will be responsive to customers’ inquiries and provide information and services that demonstrate courtesy and cultural awareness.​Through its​ service, USCIS will be an example of how to treat customers with respect, ​courtesy, and ​dignity. ​

2. Competency​

USCIS will provide employees with the comprehensive training necessary to perform their duties.​Employees will diligently seek facts through appropriate resources to ensure that customers receive ​thorough, accurate information and decisions​.​

3. Consistency​

USCIS ​will​ administer the immigration laws​, regulations,​ and policies in a consistent manner.​

4. Confidentiality ​

USCIS will ​comply with all applicable federal privacy and confidentiality laws and policies. USCIS will utilize all available measures to safeguard records ​that ​may contain sensitive personal information.​