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SAN JOSE INS OFFICE BEGINS PILOT PROGRAM FOCUSED ON SERVICE
The INS sub-office in San Jose, California is the first office selected by the agency for participation in a pilot program designed to improve customer service. Commissioner Doris Meissner has long stressed the need for improved service, but the service functions of the INS have taken a back seat to enforcement functions in recent years. The result has been growing processing times and understaffed offices that are unable to address the needs of its customers.
The San Jose office typically has over 1000 customers a day, many of whom have to wait all day at the office and often even then do not get to speak with anyone about their situation. Among the goals of the pilot program are to serve 95 percent of walk-in customers within one hour, and to respond to written correspondence and congressional inquiries within 10 days. To accomplish these goals, the INS plans to hire several new staff members and create a new customer service manager position within the San Jose office. Office hours will also be extended, making the San Jose office the first full service INS office to be open on nights and weekends.
The pilot program is scheduled to last 18 months, and has been given an additional $ 600,000 in funding.