USCIS Contact Center Tier 1 Support Services
ID: 70SBUR25I00000003Type: Sources Sought
Overview

Buyer

HOMELAND SECURITY, DEPARTMENT OFUS CITIZENSHIP AND IMMIGRATION SERVICESUSCIS CONTRACTING OFFICE(ERBUR)Williston, VT, 05495, USA

NAICS

Telemarketing Bureaus and Other Contact Centers (561422)

PSC

SUPPORT- PROFESSIONAL: COMMUNICATIONS (R426)

Original Source

https://sam.gov/opp/88656ed1bd4848a98d4fb9e3bd5a49c8/view
Timeline
    Description

    The Department of Homeland Security, through the U.S. Citizenship and Immigration Services (USCIS), is seeking vendors for Tier 1 Support Services at its Contact Center, which handles immigration-related inquiries. The objective is to centralize client communications and enhance self-service options, responding to approximately 500,000-600,000 inquiries monthly, with a strong emphasis on bilingual support in English and Spanish. This procurement is a re-competition of an existing contract and will utilize NAICS code 561422, focusing on a multi-channel approach that includes phone, chat, and secure messaging, while also exploring the integration of new technologies such as Robotic Process Automation (RPA) and Artificial Intelligence (AI). Interested vendors must submit their capabilities and responses by April 7, 2025, to primary contact Mary Shinney at mary.a.shinney@uscis.dhs.gov or secondary contact Krystal Creaser at krystal.u.creaser@uscis.dhs.gov.

    Point(s) of Contact
    Mary Shinney
    mary.a.shinney@uscis.dhs.gov
    Krystal Creaser
    krystal.u.creaser@uscis.dhs.gov
    Files
    Title
    Posted
    CCT1 Draft PWS for RFI.pdf
    The Department of Homeland Security (DHS), through U.S. Citizenship and Immigration Services (USCIS), seeks to contract for Tier 1 support at its Contact Center, which addresses immigration-related inquiries. The purpose is to centralize client communications and enhance self-service options, responding to approximately 500,000-600,000 monthly inquiries with a focus on bilingual support in English and Spanish. The contract, which will span one year with four optional extensions, emphasizes a multi-channel approach through phone, chat, and secure messaging, ultimately aiming to reduce phone interactions as digital options are improved. Key operational requirements include robust training programs for agents, compliance with privacy laws and regulations, and the provision of government-furnished equipment. The contractor will monitor performance metrics and implement ongoing process improvements to ensure high service standards and continuous adaptation of services according to user needs. Methodologies to streamline supporting operations, like the use of Robotic Process Automation (RPA) and Artificial Intelligence (AI), will also be explored. The document outlines the importance of regular evaluations, staff performance monitoring, and the effective management of inquiries to ensure responsive and efficient customer service delivery.
    CCTI RFI Notice 70SBUR25I00000003.pdf
    The United States Citizenship and Immigration Services (USCIS) issued a Sources Sought - Request for Information (SS-RFI) for Tier 1 Support Services to gauge interest from vendors ahead of a new contracting opportunity. This initiative is part of market research in line with Federal Acquisition Regulation (FAR). The USCIS seeks to enhance its Contact Center operations, providing support for inquiries via calls, chats, and webforms with an emphasis on bilingual personnel. The acquisition is a re-competition of an existing contract and will likely continue to use NAICS 561422. It includes a structured billing system for varying types of interactions and anticipates a fixed-price approach. The document requests that interested vendors submit responses by April 7, 2025, including their capabilities, approach to managing service volume fluctuations, and opinions on contract structure. There is also interest in how new technology can be incorporated during the contract term. Overall, the purpose of the SS-RFI is to obtain vendor feedback and assess industry capabilities for enhanced service delivery in immigration-related customer support without committing the government to future procurement actions.
    Lifecycle
    Title
    Type
    USCIS Contact Center Tier 1 Support Services
    Currently viewing
    Sources Sought
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