Official Website of the Department of Homeland Security
U.S. Department of Homeland Security Seal, U.S. Citizenship and Immigration Services
October 28, 2014POLICY ALERTEffect of Assisted Reproductive Technology (ART) on Immigration and Acquisition of Citizenship Under the Immigration and Nationality Act (INA)
October 21, 2014Technical Update – Religious Missionaries Abroad and Residence and Physical Presence
October 21, 2014Technical Update – Treating Certain Peace Corps Contractors as U.S. Government Employees
September 09, 2014POLICY ALERTNonimmigrant Trainees (H-3)
August 26, 2014POLICY ALERTCustomer Service
July 01, 2014Technical Update – Validity of Same-Sex Marriages
June 17, 2014POLICY ALERTChanges to Dates of Birth and Names on Certificates of Citizenship

Volume 1 – General Policies and Procedures

Part A – Customer Service


Chapter 1 – Guiding Principles

Chapter 2 – Delivery of Services

Chapter 3 – National Customer Service Center (NCSC)

Chapter 4 – InfoPass

Chapter 5 – Privacy and Confidentiality in Customer Service

Chapter 6 – Handling Customer Complaints

Chapter 7 – Assessing Customer Satisfaction and Continuous Service Improvement

Chapter 8 – Service Request Management Tool (SRMT)

Chapter 9 – Web-Based Customer Information

Chapter 10 – Reporting Allegations of Misconduct or Other Inappropriate Behavior

Chapter 11 – Disability Accommodation Requests

Chapter 12 – Requests to Expedite Applications or Petitions

Chapter 13 – Cell Phone Usage in USCIS Offices


POLICY ALERTCustomer Service

August 26, 2014

U.S. Citizenship and Immigration Services (USCIS) is issuing policy guidance on its standards in customer service.


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Legal Authorities

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Current as of October 28, 2014