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GGD-00-132R 1 (2000-05-23)

handle is hein.gao/gaobaalox0001 and id is 1 raw text is: I ~GAO Accountability * Integrity * Reliability United States General Accounting Office General Govermnent Division Washington, D.C. 20548 B-284779 May 23, 2000 The Honorable Judy Biggert House of Representatives Subj ec t: Immigration and Naturalization Service: Info rmatio n o n the Dispo sitio n of Naturalization Cases and on Courtesy as a Factor in Employee Performance Appraisals Dear Ms. Biggert: At our meeting with you on February 2, 2000, you requested that in the course of our work on the Immigration and Naturalization Service's (INS) naturalization application processing, we obtain information on two matters. First, you asked us to inquire about the disposition of naturalization cases from the Chicago District Office that were lost' at the Nebraska Service Center in 1997 and/or 1998. Second, you asked us to determine if INS employee performance appraisals included a dimension pertaining to the courteousness with which staff provide service to customers. We reviewed these issues and our responses follow. Results in Brief Recurrent problems with transferring naturalization case data from one automated system used by the service centers to another used by district offices caused cases to be inadvertently dropped at the Nebraska Service Center, as well as the other three INS service centers, according to an INS Nebraska Service Center official. Data were not available on the number of cases that were inadvertently dropped during transfer. An official from the Nebraska Service Center estimated that about 4,000 naturalization cases were inadvertently dropped during the data transfer for the Chicago district during fiscal years 1997 and 1998. An official from the California Service Center also told us that this problem occurred at all four service centers. He estimated that over 44,000 naturalization cases were inadvertently dropped at the California Service Center during the data transfer for the Los Angeles district during fiscal years 1997 and 1998. Officials from both of these service centers said that staff identified the cases that were inadvertently dropped during the data transfer and manually entered the case data into INS' auto mated case management system. lost naturalization cases are those cases on which automated data were inadvertently dropped during the transfer from one system used by INS service centers to another system used by INS district offices. As a result, some naturalization cases were missing from the automated system that district offices used to identify cases ready for interview and final adjudication. A hard copy of the case files and the automated records still existed at INS' service centers. GAO/GGD-00-132R INS Applications and Employee Appraisals Page 1

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