Immigration responds to complaints
about contractor-operated call center:
USCIS has expanded its use of a national call center, staffed mostly
by contract employees, to answer questions about immigration benefits
and applications.
Several groups have criticized the center for
failing to provide timely and accurate answers to customers' inquiries
and have pointed to the toll-free service as an example of what happens
when contractors are left to answer questions traditionally fielded
by federal employees.
An American Immigration Lawyer Association (AILA)
survey
found very low levels of satisfaction with the call center.
GovExec
Article: September 29, 2003:
Immigration officials defend contractor-operated call center