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 enhance client communications and self-service options, addressing approximately 500,000-600,000 inquiries monthly, with a focus on providing bilingual support in English and Spanish. This initiative is part of a re-competition for an existing contract and aims to improve service delivery through innovative technologies such as Robotic Process Automation (RPA) and Artificial Intelligence (AI). Interested vendors must submit their responses by April 7, 2025, and can direct inquiries to Mary Shinney at mary.a.shinney@uscis.dhs.gov or 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.
    Questions on RFI and Answers.docx
    The USCIS is seeking information for its Tier 1 Support Services, focusing on utilizing Robotic Process Automation (RPA) and Artificial Intelligence (AI) for process improvement. Key evaluation metrics will include assessing the effectiveness of proposed automation solutions, particularly their impact on reducing average handling times. The document provides historical data on call, chat, and webform volumes, illustrating the need for scalable solutions with fluctuating requirements, alongside details indicating a staffing range of 475-550 agents depending on call volume. Additionally, the Process Improvement Council will involve contractors working closely with USCIS officials, and inquiries about training periods reveal varying durations of initial training and nesting phases. This framework and its inquiries reflect USCIS's goal of enhancing operations through innovative technology while maintaining efficient support for its constituents.
    Lifecycle
    Title
    Type
    USCIS Contact Center Tier 1 Support Services
    Currently viewing
    Sources Sought
    Similar Opportunities
    Limited Source Justification (LSJ) for Translation Services to support Language Services-Amended
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking to procure translation services through a Limited Source Justification (LSJ) amendment. This procurement aims to support language services related to Title 42, ensuring effective communication and understanding in immigration processes. Translation and interpreting services are critical for facilitating interactions between USCIS and non-English speaking individuals, thereby enhancing the agency's operational efficiency. Interested vendors can reach out to Daniel J. Dornfeld at daniel.j.dornfeld@uscis.dhs.gov or (802) 872-4602, or Benjamin Fournier at benjamin.t.fournier@uscis.dhs.gov for further details regarding this opportunity.
    Justification Number FY23-0050 (70SBUR22F00000125 P00005)
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking to modify an existing federal contract (Justification Number FY23-0050) for a one-month extension of Operations and Maintenance support services and cloud-based hosting for the Enterprise Information Lifecycle (EIL) service. This modification pertains to USCIS's current journaling and historical archiving solution, which is critical for managing and preserving immigration-related data. The place of performance for this contract is in Herndon, Virginia, and interested parties can reach out to Emily A. Sleeper at emily.a.sleeper@uscis.dhs.gov or by phone at 802-872-4135 for further details regarding this opportunity.
    Limited Sources Justification (LSJ) for Security Operations (SecOps) Support Services Interim Task Order
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking to justify limited sources for the procurement of Security Operations (SecOps) Support Services through an interim task order. This opportunity involves the posting of a Limited Sources Justification (LSJ) in accordance with FAR 8.405-6(a)(2)(i)(B), indicating the need for specialized IT and telecom security and compliance support services. The services are critical for maintaining the security and operational integrity of USCIS functions, particularly in the Camp Springs, MD area. Interested parties can reach out to Dianne E. Valiando at dianne.e.valiando@uscis.dhs.gov or Monty Kurtz at Monty.N.Kurtz@uscis.dhs.gov for further details.
    Justification Number FY23-0041 (70SBUR23F00000053)
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking to procure a subscription and support services for the Monster Hiring Management Enterprise (MHME). This procurement involves a limited-sources justification for the subscription, which includes system security, integrated online assessments, and archive support. The MHME is crucial for enhancing the hiring process within the agency, ensuring efficient management of recruitment and assessment activities. Interested vendors can reach out to Nicholas Hart at nicholas.a.hart@uscis.dhs.gov or by phone at 802-872-4128, or contact Joan Giard at joan.giard@uscis.dhs.gov or 802-872-4522 for further details.
    I-9 Employment Verification Services
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking to award a sole source contract for I-9 Employment Verification Services to TALX Corporation, doing business as Equifax Workforce Solution. The contract will provide a secure online I-9 management system tailored to USCIS's onboarding needs, ensuring compliance with E-Verify requirements and federal law, while also facilitating the physical inspection of documents necessary for completing Section 2 of the I-9 form. This procurement is critical for maintaining accurate employment verification processes and ensuring that I-9 forms are easily searchable for re-verification and quality assurance. Interested parties can reach out to Lori Barney at lori.j.barney@uscis.dhs.gov or Mary Shinney at mary.a.shinney@uscis.dhs.gov for further details, as the contract will be awarded without competition under FAR 13.501.
    VER Future Limited Sources Justification
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking to justify limited sources for a procurement opportunity titled "VER Future Limited Sources Justification." This opportunity involves the acquisition of IT and telecom business application/application development support services, which are critical for enhancing the operational capabilities of USCIS. The services will be performed in Vermont, with the primary contact for this opportunity being Charnique Thomas, who can be reached at charnique.m.thomas@uscis.dhs.gov. Further details regarding the funding amount and specific deadlines have not been provided in the available documentation.
    Virtualization Infrastructure Support
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Customs and Border Protection (CBP), is seeking qualified contractors to provide virtualization infrastructure support aimed at replacing its current VMware environment. The project focuses on modernizing the virtualization infrastructure to create a robust, scalable, and cost-effective platform that supports multi-cloud operations and advanced automation capabilities. This initiative is critical for enhancing operational efficiency and security, requiring compliance with federal regulations, including supply chain integrity and two-factor authentication for global access. Interested parties should contact Dawn Ford at dawn.m.ford@cbp.dhs.gov or Tiara Jones at Tiara.Jones@cbp.dhs.gov for further details, with the contract spanning four years and necessitating background investigations for all personnel involved.
    SAS Software for Data and Business Intelligence Services (DBIS III) PME.
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking to procure SAS Software for Data and Business Intelligence Services (DBIS III) PME. This procurement involves a software suite capable of mining, altering, managing, and retrieving data from various sources, as well as performing statistical analysis, alongside SAS license maintenance. The software is crucial for enhancing data management and analytical capabilities within the agency. Interested vendors can reach out to Nicholas Barrett at nicholas.p.barrett@uscis.dhs.gov for further details regarding this opportunity.
    Sign Language Interpretation for the Field Operations Directorate
    Homeland Security, Department Of
    The Department of Homeland Security, specifically the U.S. Citizenship and Immigration Services (USCIS), is seeking proposals for American Sign Language (ASL) and Certified Deaf Interpreting (CDI) services to support its Field Operations Directorate. The procurement aims to provide essential interpreting services for deaf and hard-of-hearing applicants during interviews, naturalization ceremonies, and other interactions, with a focus on both in-person and Video Remote Interpreting (VRI) options. This contract is particularly significant as it ensures accessibility and compliance with federal regulations for individuals requiring these services. Interested vendors, particularly Women-Owned Small Businesses (WOSB), must submit their quotes by December 19, 2025, at 4 PM ET, and can direct inquiries to Contract Specialist Marianne Green at Marianne.Green@uscis.dhs.gov.
    Field Operations & CUstomer Support (FOCUS)
    Homeland Security, Department Of
    The Department of Homeland Security, through the Transportation Security Administration (TSA), is initiating a pre-solicitation for the Field Operations & Customer Support (FOCUS) Task Order, aimed at establishing an enterprise-wide IT help desk and specialist support. This procurement will involve providing a Single Point of Contact for IT services across TSA's extensive operations, which support approximately 85,000 employees and contractors at various locations, including airports and headquarters. Interested vendors must gain access to a Virtual Reading Room (VRR) containing Sensitive Security Information (SSI) to prepare their proposals, requiring the designation of a Senior Corporate Official and successful completion of a Security Threat Assessment for up to three individuals by December 18, 2025, at 8:00 AM EST. For further inquiries, vendors can contact Evan Morcom or Hunter Howery via their respective emails.