2030 CQA - RFI Amendment 001.pdf

2030 Census Questionnaire Assistance (CQA) Additional Questions in relation to 2030 (CQA) Request for Information

(RFI)/Notice of Industry Day (Originally published Feb 11, 2025)

As part of continued Market Research, the United States Census Bureau (USCB) is seeking additional perspectives on how vendors would approach a program of similar size, complexity, and duration as the 2030 Census Questionnaire Assistance (CQA). As previously communicated, the 2030 CQA program will involve the execution of all tasks to stand up and operate an omni-channel inbound contact center, as well as the seamless integration with Government systems to support both the 2028 Census Dress Rehearsal and the 2030 decennial Census. The operational period of 2030 CQA is expected to begin in early-to-mid March 2030 and run through the end of July 2030. For reference, the 2020 CQA operation received nearly 13.5 million inbound calls with more than 50 percent of these calls occurring in the first four weeks of operations, requiring several thousand concurrent agents handling inbound contacts at peak.

Please respond to any or all of the following questions if your company possesses institutional knowledge or alternative approaches/solutions to assist the USCB.

1. Describe how your company might approach delivering an integrated contact center solution that combines business process outsourcing (BPO) services, Contact Center as a Service (CCaaS) platform, AI tools, and Interactive Voice Response (IVR) system technologies. Include how you think your company would coordinate across partners and platforms to ensure a seamless and scalable operation.

2. What existing tools or platforms currently in the marketplace (e.g., agent desktops, QA tools, knowledge bases) would your company recommend leveraging with minimal customization to support the 2030 CQA efforts? Does your company anticipate the need for custom development, and what factors do you believe would drive any decisions related to custom development?

3. Describe how your company might approach selecting and implementing an operational model (physical, remote, or hybrid) for a high-volume, time-bound contact center. What are the key tradeoffs and considerations? Include how your company would provision, secure, and manage physical assets (e.g., laptops, headsets, endpoints) in a remote or hybrid environment.

4. What is your company’s recommended strategy for deploying AI capabilities such as agent assist, chatbots, voicebots, and automated QA scoring in a large-scale but short-duration federal contact center? Describe your company’s potential timeline, priorities, and if possible, any previous lessons learned.

5. What contract types have been traditionally used in the commercial environment to implement the scope of services relevant to the 2030 CQA requirements? What contract type(s) would your company specifically recommend for this procurement? Explain in detail to support why your company would recommend that specific contract type (or types if a combination is recommended). Please provide any additional information needed to support your recommended contract type(s).

Submission Instructions:

Email your responses and any questions to:

• Matthew Gore, Contracting Officer - Matthew.S.Gore@census.gov

• Bryan Shearer, Contract Specialist - Bryan.Allan.Shearer@census.gov

Please submit your responses to the above questions no later than 4;00 p.m. EST on September 05, 2025. as an attachment labeled “Responses to Additional CQA RFI Questions for __________ (enter name of your company),” limited in length to five (5) pages total using 8.5” x 11” pages, 12-pitch font size in Times New Roman, and single-spaced.

As part of the market research process, Census Bureau personnel may contact individual respondents for additional information or clarification on responses.

mailto:Matthew.S.Gore@census.gov mailto:Bryan.Allan.Shearer@census.gov