U.S. Citizenship and Immigration Services (USCIS), a component of the Department of Homeland Security (DHS), is the government agency that oversees lawful immigration to the U.S. USCIS, operating in more than 200 domestic and international field offices, establishes immigration services, policies and priorities to preserve America's legacy as a nation of immigrants, while ensuring public safety. The agency's staff of more than 10,000 adjudicates 1 million cases per ye ar.
The Challenge
USCIS was to transition from a highly decentralized, paper-based business to a centralized and consolidated electronic environment, while adjudicating more than one million cases faster and with more diligence than ever before.
The Solution
North Highland built a structure and discipline for managing stakeholder relationships, including: A four stage roadmap for over 800 individual stakeholders and 300 stakeholder groups that communicated their current levels of engagement; A comprehensive matrix of plans and protocols to identify stakeholders who should advance to a higher level of engagement and create a plan to get there; and, Comprehensive engagement plans that include outreach protocols for each stakeholder group and engagement level.
