Case Study

USCIS Service Center Operations

CRI supported two U.S. Citizenship and Immigration Services service centers with secure, high-volume file processing, administrative management, quality control, and operational staffing.

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At a glance

Department of Homeland Security | USCIS Service Center Operations

Agency

U.S. Department of Homeland Security / USCIS

CRI Role

Prime contractor

Service Area

Business Process Outsourcing

Focus

Secure file operations, staffing, and quality management

700+

FTE deployed

60,000+

Files processed daily

$146M

Contract value

USCIS Case Study

See how CRI improved high-volume service delivery for USCIS.

Explore how CRI strengthened processing capacity, workforce visibility, and operational continuity while maintaining quality at scale.

Challenge

High-volume operations with no room for error.

The U.S. Department of Homeland Security’s U.S. Citizenship and Immigration Services (USCIS) needed operational support for two large service centers processing tens of thousands of immigration and citizenship files each day.

The work required data management, correspondence processing, fraud detection, fee collection, and quality control under strict federal security requirements, with no room for error in documentation that directly affects people’s immigration status.

CRI Solution

End-to-end processing and administrative management.

CRI served as prime contractor, deploying more than 700 full-time equivalents across multiple locations and shifts to provide end-to-end processing and administrative management across both service centers.

The transition was completed in approximately five weeks, ahead of the 60-day schedule, with no disruption to ongoing operations.

CRI developed and continuously updated Standard Operating Procedures, implemented cross-training programs, and introduced workforce management strategies to dynamically adjust staffing in response to workload surges and changing priorities.

CRI handled all aspects of file operations, including receiving, storing, retrieving, maintaining, and distributing correspondence accurately and on time. Files were processed in paper, electronic, and digitized forms, with USCIS tracking systems updated in real time.

CRI maintained fraud detection and national security protocols throughout, ensuring file content met documentation requirements imposed by law, regulation, and public policy.

Outcome

Reliable processing, visibility, and quality performance.

USCIS was able to process more than 60,000 immigration and citizenship files each day while maintaining accuracy, security, and compliance.

Agency staff gained reliable workforce visibility through CRI’s Human Capital Management reporting, which USCIS noted as “an extremely useful resource.” During surge events, CRI provided additional staffing support at no additional cost, giving the agency flexibility to respond to changing priorities without operational disruption.

Across all 52 contract quality metrics, CRI achieved 98–100% Acceptable Quality Level (AQL) scores and earned CPARS ratings of Very Good for both Management and Quality.

98–100%

Acceptable Quality Level scores across all 52 contract quality metrics

Very Good

CPARS ratings for Management and Quality

Operational Impact

Secure federal service delivery at significant scale.

CRI combined experienced teams, disciplined processes, and secure technology to help USCIS maintain reliable service delivery under demanding conditions.