Review of the INS's National Customer Service Center
Telephone Information Service
Report No. I-2002-001
OFFICE OF THE INSPECTOR GENERAL'S ANALYSIS OF INS MANAGEMENT RESPONSE
On November 14, 2001, the Evaluation and Inspections Division sent copies of the draft report to the Commissioner, Immigration and Naturalization Service (INS) with a request for written comments. The Commissioner responded by memorandum dated December 12, 2001 (APPENDIX IV). The INS concurred with the recommendation. Our analysis of the INS's response follows.
Recommendation - Resolved - Closed. The INS has taken quick and positive actions to address our recommendation. Merging the functionality of the Office of Business Liaison into the National Customer Service Center should not only provide better customer service but also could result in cost savings. We agree that maintaining the separate toll free number for business customers is a good idea. This response not only provides INS customers with a true one-stop information resource but also serves to address the special information needs of the business customer. Finally, the INS has taken action to enhance the training of its customer service representatives to address our recommendation.