E-Verify ENGAGEMENT EVENT SUMMARIES

U.S. Citizenship and Immigration Services (USCIS) is continuing to host stakeholder events in order for E-Verify users to share concerns, experiences and ideas about the employment verification process. Feedback may support future process improvements. Users have periodically provided feedback on:

  • Adding a new program administrator after the old administrator has left the organization;
  • Finding out who the program administrator is for an organization when the user needs to reset their password;
  • Terminating an existing account when switching access methods or becoming clients of employer agents;
  • Merging accounts and records when companies go through the mergers and acquisition processes;
  • Re-enrolling client accounts when the employer agent needs to move the account from one of their accounts to another; and
  • Difficulty displaying the signed MOU signature page.

Stay tuned for future engagements.

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On Nov. 5, 2020, U.S. Citizenship and Immigration Services hosted an E-Verify Account Management Listening Session. During this session, subject matter experts engaged with E-Verify users on the account management process. Approximately 644 E-Verify users participated in the session.

Some of the objectives included:

  • What do you like most about the current enrollment, user account and company account management process?
  • What specific challenges have you had in managing your company or user account?
  • What account management functions or features do you benefit from the most? What features, if added, would assist you the most?
  • What areas can we improve upon for enrollment, user account and company account management?
  • How do you manage your user accounts? How do you ensure they are kept up to date?

Account Management issues that stood out:

  • Linking and merging accounts– users need multiple passwords and need to complete training several times.
  • Users are not able to update the username when previous person moved on. New user for same company does not want to re-enroll.

What we learned:

  • Users expressed system is user friendly and easy to create cases.
  • Some users have received varying or inconsistent responses to customer inquiries.
  • Users expressed concerns with accounts and changing username and passwords.
  • Users identified other topics to host with smaller groups and targeted messaging.
  • Users appreciated customized relationship management support when it was available to them.

On Jan.14, 2021, U.S. Citizenship and Immigration Services hosted an E-Verify Web Services (WS) Listening Session.

Some of the objectives included:

  • To obtain valuable feedback from members of the E-Verify WS community which may support the E-Verify Program's strategic planning and requirements for updating the Interface Control Agreement (ICA); and
  • To inform the WS community of known upcoming enhancements in FY21.

Approximately 413 WS users participated in the session. WS issues that stood out:

  • It was suggested that USCIS create a Status Page regarding outages, in order to provide near real-time messaging on unplanned outages. USCIS will examine this suggestion to identify opportunities for improvement.
  • Employers need the ability to close a case if an employee decides not to contest because employment was terminated. USCIS will examine this suggestion to identify opportunities for improvement.

What we learned:

  • Some employers had to build testing simulators on their end for ICAv30 testing.
  • Users expressed satisfaction with ICA v30 "close" feature for cases.
  • Users expressed satisfaction with receiving updates via direct messaging.
  • ICA releases should possibly follow agile methodology.

This and other valuable feedback received may support future process improvements. If you have questions about the E-Verify Web Services, contact e-verify-feedback@uscis.dhs.gov.

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