Privacy Impact Assessment for the Enterprise Contact eXperience System

To better serve the public, USCIS is rolling out the Enterprise Contact eXperience system—a modern, cloud-based solution replacing its legacy call center. This platform handles over 15 million calls a year and brings together voice, chat, email, and AI tools like chatbots to improve how immigration questions and concerns are addressed. By centralizing services and boosting automation, USCIS aims to increase responsiveness, safeguard data privacy, and reduce redundancy for both staff and customers. At its core, this system reflects an evolving approach to citizen engagement in a digital age.