USCIS on Customer Service

USCIS on Customer Service

"Prior to the issuance of this guidance, USCIS has not had consolidated guidance defining expectations for customer service. This guidance, contained in Volume 1 of the Policy Manual, is intended to be comprehensive and controlling and replaces the customer service guidance found in Chapter 2 of the Adjudicator’s Field Manual (AFM) and any related policy memoranda. The new Policy Manual guidance is controlling and supersedes any prior USCIS guidance on customer service." - USCIS, Aug. 26, 2014.