The U.S. Citizenship and Immigration Services (USCIS) has a monumental mission: to protect and promote the American dream. Each year, the agency helps millions of people around the world by providing information, facilitating immigration to the U.S., and promoting the understanding of citizenship. After years of relying on paper forms and phone calls, leading to huge backlogs and long customer wait times, USCIS called on a team of digital experts from inside and outside the government to modernize their customer experience. Excella worked side-by-side with the USCIS team to design and deploy a solution in record time. The outcome is myUSCIS: a groundbreaking website that has dramatically transformed the immigration experience for over 5 years and has changed the face of government IT forever.
For USCIS, the technical challenge was twofold. The solution not only needed to transform the paper-based and manual processes of applying for and processing immigration benefits, it also needed to move them online without disrupting ongoing agency operations. Excella worked side-by-side with agency leaders and their customers to design a solution that was accessible, informative, highly personal, and built with the future in mind. Due to our partnership with USCIS teams, they now receive five million fewer pieces of paper, saving them money and helping the environment. Beyond that, customers are more than satisfied with the myUSCIS experience and the number of users is continually increasing by 10% year-over-year.
Read this case study to learn how we modernized the myUSCIS customer experience, resulting in nearly 100% submissions moving from paper filings to digital submissions through the implementation of:
- Human-centered design
- Open-source and cloud-based tools
- Data-driven customer service
- Feature-focused development and support
Award-Winning Intuitive Web Design: myUSCIS revolutionized government IT services, winning the 2016 ACT IAC Igniting Innovation Overall Award for its intuitive design and responsive customer experience and the USCIS Director’s Pioneer Award for exemplifying ingenuity and innovation.
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