How INS' Los Angeles District Office Responds to Enquiries

GGD-87-74FS: Published: May 12, 1987. Publicly Released: May 19, 1987.

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Pursuant to a congressional request, GAO reviewed how the Immigration and Naturalization Service's Los Angeles District Office (LADO): (1) responds to congressional and public inquiries; and (2) cooperates with organizations that provide assistance to the alien population.

In fiscal year 1986, LADO received over 330,000 in-person inquiries and 360,000 telephone inquiries. GAO found that, as a result of its low rate of responses, LADO initiated: (1) a schedule of regular meetings with the Los Angeles congressional delegation to discuss outstanding requests; (2) a telephone answering system that provided pre-recorded information and an appointment system to distinguish the type of assistance needed; and (3) courses on immigration law and procedures for organizations that support the alien population. GAO also found that LADO modernized its telephone answering capabilities to allow callers to obtain information without personal assistance.

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