Immigration and Naturalization Service: Information on the Disposition of Naturalization Cases and on Courtesy as a Factor in Employee Performance Appraisals

Pursuant to a congressional request, GAO provided information on the Immigration and Naturalization Service's (INS) naturalization application processing, focusing on: (1) the disposition of naturalization cases from the Chicago District Office that were lost at the Nebraska Service Center in 1997 or 1998; and (2) determining if INS employee performance appraisals included a dimension pertaining to the courteousness with which staff provide service to customers.