New USCIS.gov Features Improve Customer Service 

Online services updates provide greater case accessibility

Fact Sheet 

Introduction 

U.S. Citizenship and Immigration Services (USCIS) launched new web features designed to 

expand users’ access to their case information. As part of USCIS’s commitment to improve 

customer service, these enhancements include a new online inquiry tool and tailored case 

status information, as well as new features for Spanish-speaking customers available at 

USCIS.gov/espanol. 

Background 

USCIS continues to advance its customer service enhancement goals through improved and 

expanded online services. Last summer, USCIS responded to President Barack Obama’s call 

for USCIS to improve its website to allow customers to more easily navigate the USCIS 

process in the immigration system and keep up-to-date with their case status. The agency 

completely redesigned USCIS.gov within 90 days, incorporating both internal and external 

stakeholder feedback. The redesign of USCIS.gov included the creation of the agency’s first 

ever Spanish language website. 

USCIS strives to be at the forefront of providing improved customer service through one of 

the most visited websites in the federal government. 

Website Enhancements 

USCIS introduced the following four new features to USCIS.gov on July 30, 2010, as a part of 

its commitment to continuously improve customers’ access to the agency and give them 

accurate, up-to-date and comprehensive information about their files and cases. 

z Online Inquiry Tool for Select Forms: Customers may now submit an electronic 

inquiry directly to the appropriate Field Office or Service Center to request a status 

update if their Application to Replace Permanent Resident Card (Form I-90) or 

Application for Naturalization (Form N-400) is outside the posted processing times, 

rather than calling the toll-free number or making an InfoPass appointment with the 

local office to obtain the same information. USCIS is committed to responding within 

15 days of receiving the electronic inquiry, reduced from the previous commitment to 

respond within 30 days. This program may be expanded to include other applications 

and petitions. 

z E-mail Notification in Spanish: When customers register to receive e-mail updates on 

their case status, they can now elect to receive messages in English or Spanish. Until 

now, all messages had been in English. 

z Specific Adjudication Process Steps by Form Type on My Case Status: When 

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customers check their case status online, the process steps they see will now be specific 

to the petition or application they submitted. Until recently, the website listed seven 

identical process steps for all forms, even though not all the steps applied to all the 

forms. With the new feature, process steps are customized for more than 40 form types. 

z Change of Address Online in Spanish: Customers will now be able to submit a 

Change of Address Online in English or Spanish. The service was previously provided 

only in English. 

Last updated:08/02/2010

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