Since 2004, for one particular client, I have been generally pleased with the professionalism of the USCIS & the Department of State. This client has had to apply for a waiver that had to be recommended by USCIS then sent to the Department of State for final action. To add to the drama, the USCIS recommendation was not a guarantee of approval by the Department of State. However, once this client's waiver was approved, he was fortunately able to take advantage of a pilot program available in his District Office for family based immigration cases that significantly reduced the usual delays in his type of case.
The client's road was not always smooth (contradictory letters from USCIS directing next steps, multiple repeats of biometric testing, travel to and from Application Support Centers to comply with requests from USCIS, short notice for appointments with USCIS, lost income from time away from work to appear at appointments with USCIS, etc.)
UItimately, I believe due to the professionalism of the immigration attorney (me), the client's particular facts and other factors that cannot be predicted, the client was pleased with the end result and the speed of the results.
Amazingly, this client got actual phone calls from staff at USCIS and Department of State informing of approval of his petitions and waiver. This was an unexpected "human touch" for an immigrant who was used to being treated unprofessionally throughout his multi-year odyssey.
Hopefully, additional resources allocated from the increase of fees approved in 2007, will produce similar results for other immigrants. It is my desire that treating immigrants with dignity and humanity will become the rule.....not an exception.