Chapter 8: Service Request Management Tool (SRMT)

A. Introduction​

SRMT ​is​ used ​domestically ​to record and respond to a ​customer or his or her authorized representative’s​ request for service​. ​When the customer requests service by calling the​ National Customer Service Center​(​NCSC​)​ toll​-​free telephone number, a SRMT ​S​ervice ​R​equest ​is​ created by ​NCSC ​staff ​if the inquiry​ cannot be resolved during the call​. Though the majority of SRMTs are created at the NCSC, SRMTs are also created by officers, often when access to an A-file is needed to properly respond to the applicant’s question and the file is located elsewhere. Creating an SRMT allow​s​ the customer to receive a response without having to return to the office in most instances. ​

By using an online portal, c​ustomers ​living in the United States ​may create a re​quest​ directly​for change of address (COA) requests regarding ​most​ receipt type​s (excluding ​VAWA​, T nonimmigrant, and U nonimmigrant applicants​ or ​petitioners)​.​ [1] For more information on confidentiality in VAWA, T, U, and other cases, see Chapter 5, Privacy and Confidentiality in Customer Service [1 USCIS-PM A.5]. Customers m​a​y also directly initiate SRMT inquiries ​online ​when ​certain ​pending application​s​or petitions are​ outside normal processing time​s​.​

B. Timely Response​

USCIS respond​s​ to requests for service within the required timeframes. ​USCIS categori​z​es a​n SRMT request based upon the urgency and request type, and assign​s​ a target completion date based on the category.​ USCIS completes r​equests within each category on a first-in first-out basis.​ In general, the goal for all other SRMT referrals is ​15 ​calendar days from the date of creation.​

The following re​quest​s receive processing priority​ and should be responded to within ​7 ​calendar days from the date of creation​:​

1. Change of Address (COA)​

USCIS must process change of address ​requests ​at the earliest opportunity in order to reduce the potential for undeliverable mail and associated ​concerns. Address records on all open associated​application or petition receipts must be updated unless instructed otherwise by the customer. A​ddress record changes ​are​only limited to select identified receipts when the customer explicitly requests ​the change of address​ request be restricted.​

When the address listed for the applicant in ​a ​request is different from the address listed in USCIS information systems, it ​is​ considered to be an address change request regardless of whether the request was for a COA or for another reason​.​The address in the request is​then ​used to change address records on all directly related receipts.​

However, ​no address change request ​is​ inferred if the ​S​ervice ​R​equest was initiated by a representative and the address listed ​in the request is the representative’s address. Also, in these situations, a copy of the response should be mailed to the petitioner or applicant at his or her address of record.​

USCIS ​does not accept​COA requests​ on a VAWA, T nonimmigrant, or U nonimmigrant-related application or petition that ​are ​received through an SRMT. A hard-copy, signed COA request submitted through traditional mail is required. Offices should respond to VAWA, T nonimmigrant, and U nonimmigrant ​COA​ requests using the standard language.​ [2] See Chapter 5, Privacy and Confidentiality in Customer Service, Section B, Maintaining Confidentiality of VAWA, T, and U Cases, Subsection 3, Providing Customer Service in VAWA, T, and U Cases [1 USCIS-PM A.5(B)(3)].

2. Expedite​ Requests​

Expedite service requests, including those involving Supplemental Security Income​ (​SSI​)​, are self-identified as urgent.​ The customer requesting expedited service may be required to submit evidence to support the expedite request.​ [3] See Chapter 12, Requests to Expedite Applications or Petitions [1 USCIS-PM A.12].

3. Reasonable Accommodation​

Reasonable ​a​ccommodation​service requests must be responded to in accordance with the disability accommodations policy.​ [4] See Chapter 11, Disability Accommodation Requests [1 USCIS-PM A.11].

4. Military​Referral​

Military ​referrals have implied urgency based upon the uncertainty of reassignments and deployments.​

5. Approaching Regulatory Timeframe​

Approaching regulatory timeframe service requests are for a​n​ Application for Employment Authorization (​Form I-765​) that has been pending for ​more than​ 75 days.​

USCIS consider​s​ the following in ​determin​ing​ whether a case has been pending more than ​75​ days:​

If USCIS issues a request for initial evidence on either the Form I-765 application itself or the principal application (for example, Form I-485), the 90-day regulatory timeframe start​s​ over from the date of receipt of the initial evidence (USCIS will reset the “clock” to Day 1 upon receipt of the evidence).​

If USCIS issues a request for additional evidence, the clock stop​s​ upon issuance of the request and resume from the same point upon receipt of the additional evidence. ​

6. Beyond Regulatory Timeframe​

Beyond regulatory timeframe service requests are for a Form I-765 that has been pending ​more than ​90 days.​ [5] For information on the calculation of how long the application has been pending where a request for evidence has been issued, see Subsection 5, Approaching Regulatory Timeframe [1 USCIS-PM A.8(B)(5)].