A customer survey of the E-Verify system (an employment verification system operated by the Department of Homeland Security (DHS) and the Social Security Administration (SSA)), given to more than 4,500 random employers has been released, finding high approval ratings and favorable feedback amongst users. The results of the customer satisfaction survey were coincidentally published in accordance with the Government Accountability Office’s (GAO) report indicating widespread improvements in accuracy and fraud reduction of the E-Verify system.
Both reports help validate the United States Citizenship and Immigration Service’s (USCIS) claim that given the appropriate resources from the Obama administration, E-Verify could develop into a valuable asset responsible for securing a legal workforce. For any employers considering the system, this news is positive reinforcement addressing concerns regarding E-Verify’s accuracy and effectiveness. The USCIS reported that “more than 243,000 employers representing more than 834,000 worksites currently use E-Verify, with an average of 1,000 new employers enrolling each week.
The customer satisfaction survey began July 2010 and rated E-Verify on registration, ease of use, technical support and customer service. Most notably, the customer service category received a score of 89 out of 100, likely as a result of monitoring employers’ compliance with the system and proactively providing assistance. Overall, the E-Verify system received a total score of 82 out of 100 according to the American Customer Satisfaction Index scale, revealing that users would willingly refer other employers to the program.
The GAO report measured E-Verify data from 2009 to 2010 to monitor the system’s progress in ensuring accuracy and reducing fraud. The three main improvements GAO focused on were a reduction in tentative nonconfirmations (TNC), safeguarding employee’s personal information, and preparation for possible mandatory use by all employers nationwide. These key categories were identified as challenge areas by the USCIS in 2008; however the GAO’s recent report acknowledged an improved user experience. A significant reduction in TNCs (when E-Verify specifies that an employee’s Form I-9 does not match government records) was noticed and safeguards were added to limit data collection and the people accessing it. Even with such positive progression, the GAO report continued to make suggestions on how the USCIS can further advance the E-Verify program.
Written by: Stephanie O.
Photo attribution: http://www.flickr.com/photos/sarahreido/