Questions on RFI and Answers.docx
DOCX document 30 KB Posted
- Attached to
- USCIS Contact Center Tier 1 Support Services Federal contract opportunity
- Solicitation number
- 70SBUR25I00000003
About this file
The document is a Questions and Answers file for a USCIS Contact Center Tier 1 Support Services Request for Information (RFI), solicitation number 70SBUR25I00000003. The RFI seeks vendor feedback on a draft Performance Work Statement for contact center support services, with key details including historical volume metrics and staffing information. The contact center handles immigration-related inquiries across phone, chat, and webform channels, with total agent staffing ranging between 475-550 personnel.
Significant operational details include recent fiscal year performance metrics: in FY23, the center answered 3,479,993 calls with an average handling time of 7.7 minutes, 1,118,658 chats with an average handling time of 11.6 minutes, and 600,198 webform/secure messages with a consistent 6-minute handling time. The RFI indicates the government is interested in potential process improvements, particularly around Robotic Process Automation (RPA) and AI implementation, and plans to establish a Process Improvement Council that would include contractor participation through a dedicated Process Improvement Manager.
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Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| CCT1 Draft PWS for RFI.pdf | ||
| CCTI RFI Notice 70SBUR25I00000003.pdf |
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USCIS Contact Center Tier 1 Support Services Request for Information 70SBUR25I00000003 Questions Received and Answers
1. What specific metrics will be used to evaluate the effectiveness of RPA and AI implementation for process improvement? USCIS Office of Information Technology (OIT) and the Program Office will evaluate the process improvement proposals and work with the vendor test and implement. For example, if the vendor presents a suggestion that by using X, Y and Z automations, it can reduce average handling time by 1 minute, we may test the claim to see is it is accurate.
2. Could the Government provide historical data on call/chat/webform volume fluctuations to help bidders better understand the scalability requirements?
FY 25
| FY23 |
| FY24 |
| (Oct-Dec) |
| Calls answered |
| 3,449,735 |
| 3,479,993 |
| 733,067 |
| Average Handling Time (minutes) |
| 9.8 |
| 7.7 |
| 8 |
| Chats answered |
| 887,008 |
| 1,118,658 |
| 424,533 |
| Average Handling Time (minutes) |
| 14.4 |
| 11.6 |
| 12.8 |
| Webform/secure message |
| 745,858 |
| 600,198 |
| 64,590 |
| Average Handling Time (minutes) |
| 6 |
| 6 |
| 6 |
3. Can the Government share more details on the current staffing distribution across channels (phone, chat, email) to help with workforce planning? Total agents are generally staffed between 475-550 with the fluctuations coinciding with the volume changes throughout the year.
4. Could the Government provide more information on the Process Improvement Council mentioned in the PWS and expectations for contractor participation? The contractor Process Improvement Manager would participate in a working group made up of Program Office officials to include OIT, the COR, the CO and others who have an interest in the process improvement suggestions offered.
5. We assume that the 4-week initial training and nesting period reflects one week of training and three weeks of nesting. Can the Government confirm or correct this assumption? We have seen two weeks of training and two weeks of nesting and in some cases 2 weeks of training and up to 4 weeks of nesting.
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