Chapter 8 – Service Request Management Tool (SRMT)
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 USCIS Contact Center toll-free telephone number, a SRMT Service Request is created by USCIS Contact Center staff if the inquiry cannot be resolved during the call. Though the majority of SRMTs are created at the USCIS Contact Center, 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 allows the customer to receive a response without having to return to the office in most instances.
By using an online portal, customers living in the United States may create a request directly for change of address (COA) requests regarding most receipt types (excluding VAWA, T nonimmigrant, and U nonimmigrant applicants or petitioners).  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 may also directly initiate SRMT inquiries online when certain pending applications or petitions are outside normal processing times.
B. Timely Response
USCIS responds to requests for service within the required timeframes. USCIS categorizes an SRMT request based upon the urgency and request type, and assigns a target completion date based on the category. USCIS completes requests 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 requests 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. Address 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 Service Request 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.  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.  See Chapter 12, Requests to Expedite Applications or Petitions [1 USCIS-PM A.12].
3. Reasonable Accommodation
Reasonable accommodation service requests must be responded to in accordance with the disability accommodations policy.  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 an Application for Employment Authorization (Form I-765) that has been pending for more than 75 days.
USCIS considers the following in determining 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 starts 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 stops 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.  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)].
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].
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)].
POLICY ALERT – Customer Service
August 26, 2014
U.S. Citizenship and Immigration Services (USCIS) is issuing policy guidance on its standards in customer service.