With difficulty accessing records with INS, the same entity with deportation authority, flight and fear are understandable. On Dec. 27, INS is scheduled to install a new phone system designed to make it easier for people to access INS and get citizenship questions answered. In many cases with the current system, only those fortunate enough to know how to maneuver around the system secured needed answers by talking with a live person. The trouble with fully automated systems is the slow detection of problems with the system. If a caller cannot reach the office to report problems, it could be months before they are detected and corrected.
Some systems require punching in the first few letters of the last name of the desired party.
If a caller is unaware of the name of the appropriate contact, the caller is out of luck. The new system for INS will allow callers more accessibility to a live person, hopefully eliminating a number of problems. There is still the question of how many other agencies have phone systems that work in a similar fashion. Any agency, or business for that matter, with automated attendants should take a hard look at its phone system and ask a few simple questions. Other agencies, however, should examine themselves to determine if the shoe fits.