Problem: The contact center at the U.S. Department of Homeland Security’s U.S. Citizenship and Immigration Services (USCIS) was servicing a record volume of potential immigrants at a high cost per contact. At the same time, the self-service USCIS Web portal reached its capacity.

Solution: Merlin International® designed and built a new process-oriented USCIS portal that is user friendly and aligned with the immigration process to include all of the required steps and forms. Merlin also engineered a higher capacity, fault-tolerant platform for the portal.

Results: The new portal became the reference standard for the U.S. immigration process. USCIS contact center calls, and thus costs, dramatically decreased due to user effectiveness with the portal.