Overview
Title
Agency Information Collection Activities: Request for Case Assistance Form, DHS Form 7001, 1601-0004
Agencies
ELI5 AI
The Department of Homeland Security wants to make a form easier and quicker to fill out for people having problems with immigration. They're making changes like a new progress bar and better instructions so everyone can finish it faster and without getting confused.
Summary AI
The Department of Homeland Security (DHS) is inviting public comments until May 13, 2025, on its Information Collection Request for the Case Assistance Form, DHS Form 7001, as required by the Paperwork Reduction Act. The form, used by individuals and employers facing issues with U.S. Citizenship and Immigration Services (USCIS), has been revised for usability, focusing on streamlining sections and enhancing online features. These improvements include a progress bar, adaptive questions based on user responses, and a web portal for checking case status and uploading documents. The changes aim to make the form more user-friendly and efficient, reducing the average completion time from 50 minutes and addressing issues highlighted in a recent usability study.
Abstract
The Department of Homeland Security will submit the following Information Collection Request (ICR) to the Office of Management and Budget (OMB) for review and clearance in accordance with the Paperwork Reduction Act of 1995.
Keywords AI
Sources
AnalysisAI
The recent notice from the Department of Homeland Security (DHS) invites public comments on the updated Information Collection Request for the Case Assistance Form, known as DHS Form 7001. This form is used by individuals and employers facing difficulties with U.S. Citizenship and Immigration Services (USCIS). The proposed changes are part of efforts to streamline processes and improve user experience, as mandated under the Paperwork Reduction Act. These efforts include revisions to enhance form usability, particularly online, with features like a progress bar and adaptive questioning based on user responses.
The form's revision intends to minimize inefficiencies and complexities that were evidenced by a recent usability study. The report notes the average time taken to complete the form increased from 30 to 50 minutes, indicating room for enhancement. While the added online portal for case status checks and document uploads may present a step forward in customer service, some technical challenges persist. Users reported delays and technical issues during the document upload process, which highlights potential deficiencies in the supporting digital infrastructure.
A significant concern raised involved confusion about the contents and structure of the form. Many participants did not read the provided instructions, suggesting that these directives might need to be more prominent or easier to understand. When creating the form, users experienced confusion over sections, particularly about whose contact information should be entered or the details needed about prior actions taken with USCIS. Unclear instructions can lead to further inaccuracies or incorrectly filed forms and might burden users trying to navigate the process efficiently.
For the general public, especially those applying for immigration benefits, these changes may offer easier interactions with the CIS Ombudsman, reducing processing delays and improving case management. However, stakeholders such as immigration lawyers might view these changes differently. While the increased digital functionality could streamline their work on behalf of clients, they might also need to adjust to new submission processes and navigate these challenges on behalf of clients unfamiliar with digital procedures.
The proposed translations of the form into frequently requested languages and the introduction of interpretation services could positively impact immigrants with limited English proficiency, making the process more inclusive and accessible.
Overall, while the DHS is taking steps to address existing issues with Form 7001, ongoing feedback and iterative improvements will be key to achieving a balance between efficiency and usability for all parties involved.
Issues
• The completion time for the current form has increased from 30 to 50 minutes based on a usability study. This increase suggests potential inefficiency and complexity in the form that could be addressed to reduce completion time.
• There is confusion among participants about specific sections, such as Section 1A regarding contacting USCIS, indicating unclear instructions or wording within the form.
• Several participants did not open or read the general instructions, suggesting that the instructions are not prominent enough or user-friendly.
• There were issues with participants wanting to enter too much history in certain sections, indicating a potential need for clearer guidance on the scope of information required.
• Instructions for uploading documents are placed after the field requesting related information, causing confusion. The suggestion to enhance instructions could remedy this ambiguity.
• Confusion exists around identifying whose information to enter for contact, which might benefit from clearer labeling or instruction to avoid incorrectly filed forms.
• The inability to cut and paste certain information (like receipt numbers or A-Numbers) into the form presents a usability issue, suggesting a need for improved technical functionality.
• Participants experienced delays and technical issues when uploading documents, indicating potential deficiencies in the digital infrastructure supporting the form.
• There is potential redundancy in Sections 1A and 1B, which has been noted in recommendations to merge these sections, indicating a need for streamlining to improve user experience.
• The usability test found a wide variance in completion times among participants, with some taking over an hour. This suggests that the form could be optimized for different users to achieve more consistent completion times.
• The document does not clearly outline how changes will specifically address issues found in the usability test, which may lead to continued inefficiencies if not fully addressed.
• The document could benefit from simpler language and structure to cater to users with varying levels of familiarity with the form and legal processes.
• Documentation requirements and processes for form submission might not be clear enough, as indicated by user confusion about document upload and submission processes.