USCIS Response to the Citizenship and Immigration Service Ombudsman's 2010 Annual Report [open pdf - 264KB]
From the Conclusion: "Over the past year, USCIS [U.S. Citizenship and Immigration Services] has made tremendous strides in reducing its pending inventory while taking a fresh look at policies and procedures. USCIS has increased transparency and actively sought stakeholder feedback. USCIS realizes that much work lies ahead and looks forward to continuing its collaboration with the CISOMB [Citizenship and Immigration Services Ombudsman]."
U.S. Citizenship and Immigration Services: http://www.uscis.gov/