2.1: Customer Service Culture
Create a culture of customer service as an integral, permanent component of EOIR programs. Other Information:
Customer service is a high priority for EOIR. EOIR will continue to move toward creating an organizational culture that supports
customer service by providing employees with training and adequate resources to provide high quality service to its customers.
The agency needs to recognize the diversity of the persons who appear before EOIR’s tribunals and take actions as necessary
to ensure that appropriate special needs are met. EOIR also will attempt to make the courts more accessible by expanding the
use of video and telephonic hearings in appropriate situations. Another important area of customer service concerns requests
under the Freedom of Information Act (FOIA). EOIR will process all FOIA requests with an emphasis on customer service to the
requesters and on teamwork with other agencies’ FOIA components. In addition, EOIR will strive to comply with statutory requirements
and goals for timeliness and responsiveness, including a reduction in the percentage of cases processed beyond the statutorily
required time periods. EOIR components will strive to provide outstanding customer service to internal customers by providing
timely responses to statistical requests and information technology issues. Measure: Number of backlogged FOIA requests and
average length of time pending.
Indicator(s):
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