USCIS Has Been Unsuccessful in Automating Naturalization Benefits Delivery
USCIS deployed this capability in April 2016 to improve processing of approximately 84,000 naturalization applications received each month. However, as before, the ELIS capabilities deployed did not include critical functionality necessary for end-to-end Form N-400 processing. ELIS repeatedly experienced outages and did not always perform as intended. Also, USCIS did not ensure field personnel were adequately trained to use the new system capabilities prior to deployment. Given its focus on meeting established system release dates, USCIS did not fully address our prior report recommendations to improve user support, stakeholder engagement, performance measurement, and testing to ensure ELIS met user needs and improved operations.