Reducing response times by up to 70% with Expert Level II application services

The U.S. Department of Homeland Security (DHS) relies on timely electronic reporting and monitoring to maintain information on nonimmigrant students, exchange visitors, and their dependents while they reside in the United States. Its web-based system SEVIS (Student and Exchange Visitor Information System) and its Student and Exchange Visitor Program (SEVP) Response Center (SRC) help to protect national security while also supporting legal immigration and stakeholders.

As the interface between SEVIS and its various stakeholders, the SEVP Response Center (SRC) responds to questions and stakeholder problems. Level II application services involve fielding the most difficult inquiries which require research and data analysis across multiple federal systems, such as those maintained by the U.S. Citizenship and Immigration Services (USCIS) and U.S. Customs and Border Protection (CBP). 

To resolve stakeholder questions and challenges, support teams interact directly with college and university officials. They need to be able to sleuth out information and correct student data, working closely with SEVP’s systems management unit to continuously improve and enhance the information systems and data stores supporting SEVP. To support the rollout of the student portal, DHS needed an experienced partner to provide exceptional services, while also developing user and business process requirements and complex scripts to correct data inconsistencies between disparate systems.

Since May 2017, Tsymmetry has provided all aspects of SRC Level II application services, providing stellar support and IT services. Beyond its operational role, Tsymmetry’s team works with remote staff in two other domestic locations, partnering with SEVP’s systems management unit to continuously improve and enhance the information systems and data stores supporting SEVP. In addition to supporting the rollout of the student portal, Tsymmetry develops user and business process requirements and complex scripts to correct data inconsistencies between disparate systems.

Implementing extensive quality control measures such as scorecards, process adherence checklists, overhead monitors that call out crucial information and exceptional performers, customer callback scripts, customer satisfaction surveys, and more, Tsymmetry has elevated the quality of service provided by DHS to various stakeholders.

Since assuming responsibility for Level II services, resolution response time has been reduced by as much as 70%, from 30 days in some cases to less than 10 days. In urgent situations, issues are resolved in just hours. The quality of care is reassuring for SEVP stakeholders who include F and M students, school and government officials, academic associations, and the general public.