"The Office of the Citizenship and Immigration Services Ombudsman (Ombudsman's Office) 2012 Annual Report includes the following: An overview of the Ombudsman's Office mission and services; A review of U.S. Citizenship and Immigration Services' (USCIS) priorities and initiatives; and Summaries of pervasive and serious problems affecting the delivery of immigration services within the following areas: 1) Employment, 2) Family and Children, 3) Humanitarian, and 4) Customer Service."
United States. Dept. of Homeland Security: http://www.dhs.gov/