Conclusions

INS continues to experience significant problems managing its application workload despite years of increasing budgets and staff. Automation improvements, including improvements to the reliability of data in CLAIMS 3 and CLAIMS 4, would provide INS with the management information it needs to determine how long aliens have been waiting for their applications to be processed. Automation improvements would also help INS determine whether it is processing all the applications it receives, working on applications in the order in which they are received, and providing prompt and correct responses to applicants’ inquiries about the status of their cases. INS does not know how to maximize the deployment of staff to process applications in a timely fashion because it lacks a systematically developed staff resource allocation model. Such a model could help INS determine the right number and types of staff it needs, efficiently distribute staff to the right locations, and ensure that resources are deployed commensurate with the workload to minimize backlogs and processing times. INS could reduce the need to revoke employment authorization documents by providing guidance and training on application screening to its district staff and taking steps to ascertain whether improvements could be made to the application screening process. INS’ long-standing problems with its fingerprinting process, including poor-quality fingerprints and ensuring that all fingerprint check results are obtained, appear to have been largely corrected. With digital technology now being used by INS to fingerprint aliens and transmit the fingerprints electronically to the FBI, there may be opportunities to store the fingerprints electronically and save the time and expense associated with the refingerprinting process.
What GAO Found

Congress, the media, and immigrant advocacy groups have criticized the Immigration and Naturalization Service (INS) for its inability to provide immigrants with timely decisions on their applications for such benefits as naturalization and legal permanent residence. INS continues to experience significant problems managing its application workload despite years of increasing budgets and staff. Automation improvements would provide INS with the management information it needs to determine how long aliens have been waiting for their applications to be processed. Automation improvements would also help INS determine whether it is processing all the applications it receives, working on applications in the order in which they are received, and providing prompt and correct responses to applicants' inquiries about the status of their cases. INS does not know how to maximize the deployment of staff to process applications in a timely fashion because it lacks a systematically developed staff resource allocation model. Such a model could help INS determine the right number and types of staff it needs, efficiently distribute staff to the right locations, and ensure that resources are deployed commensurate with the workload to minimize backlogs and processing times. INS could reduce the need to revoke employment authorization documents by providing guidance and training on application screening to its district staff and taking steps to ascertain whether improvements could be made to the application screening process. INS' long-standing problems with its fingerprinting process appear to have been largely corrected. With digital technology now being used by INS to fingerprint aliens and transmit the fingerprints electronically to the Federal Bureau of Investigation, opportunities may exist to store the fingerprints electronically and save the time and expense associated with the refingerprinting process.