USCIS Response to the Citizenship and Immigration Services Ombudsman's (CISOMB) 2016 Annual Report to Congress [open pdf - 520KB]
From the Introduction: "USCIS [U.S. Citizenship and Immigration Services] appreciates the review of the agency's operations and welcomes the opportunity to respond. This response discusses the areas of concerns the CISOMB [Office of the Citizenship and Immigration Services Ombudsman] raises as well as the agency's accomplishments in those areas and updates to USCIS programs. USCIS made great strides during 2016 and throughout 2017 to tackle many of the issues the CISOMB cited in the 2016 Annual Report. During the reporting period, the agency focused mainly on improving the experience with USCIS through better and broader online services, greater process clarity and transparency, and smaller backlogs in key areas."
U.S. Citizenship and Immigration Services: http://www.uscis.gov/