CCT1 Draft Statement of Objectives - RFI 70SBUR25I00000003_20250902.pdf
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- Attached to
- USCIS Contact Center Tier 1 (CCT1)
- Solicitation number
- 70SBUR25I00000003-V2
About this file
This Draft Statement of Objectives (SOO) outlines USCIS Contact Center Tier 1 (CCT1) Modernization objectives focused on transforming contact center operations through automation. The primary goals are to reduce historical costs by scaling down human staffing models, implement automation to handle the majority of customer inquiries with minimal human intervention, increase output and satisfaction through modern technology solutions, and deliver precise and timely responses that reduce repeat contacts.
Key performance objectives include developing an automated Tier 1 interaction handling system, implementing cost-effective channel routing, creating agent-assist tools with real-time guidance, establishing a self-learning knowledge base, and ensuring seamless integration with USCIS case management systems. The document seeks industry input on automation solutions across voice, chat, secure messaging, and email, requesting vendors to describe tools, licensing requirements, and share best practices from other industries. Critical constraints include FedRAMP certification requirements and strict data security and privacy standards for handling sensitive immigration and personally identifiable information (PII).
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Draft Statement of Objectives (SOO)
USCIS Contact Center Tier 1 (CCT1) Modernization – Contact Center Transformation to Automation
1. Goal
The purpose of this SOO is to obtain industry insight, suggestions, and examples regarding how USCIS can scale down human operations and ramp up cost-saving technologies, tools, and automation.
The aim for the next contract is to:
• Reduce historical costs by gradually scaling down large staffing models.
• Implement and expand automation to address a majority of inquiries with minimal human intervention.
• Increase output and stakeholder satisfaction by leveraging modern technology solutions.
• Deliver precise, timely, and accurate responses that reduce repeat contacts and increase user trust and confidence.
The future of this contract requires pivoting from a primarily manual, human-driven model to a technology-enabled model that may incorporate automation, knowledge management, and advanced self-service capabilities.
2. Performance Objectives
We envision the new CCT1 contract will include:
1. Automated Tier 1 Interaction Handling o A technology-driven solution capable of automating the majority of Tier 1 interactions currently resolved by human agents.
2. Channel Optimization & Cost-Effective Routing o For inquiries that cannot yet be resolved via automation, the solution must prioritize redirection to the most cost-effective channels (e.g., online self-help tools, secure messaging, live chat, or phone, in that order of preference).
3. Agent Assist Tools o For cases requiring live assistance, the solution should support agent-assist capabilities (e.g., real-time prompts, knowledge suggestions, next-best-action guidance) to facilitate timely and accurate resolution.
4. Self-Learning Knowledge Base (Our current knowledge base is hosted within Salesforce) o A continuously improving knowledge repository that:
Uses provided initial content.
Catalogs, updates, and expands on content automatically.
Provides real-time, accurate suggestions to both agents and customers.
5. Integration with Case Management Systems (CMSs) o Seamless collaboration with USCIS systems to:
Deliver real-time case information.
Trigger actions, updates, or responses based on inquiry type.
6. Transition Planning o Provide an analysis or strategy for the ramp-up/ramp-down transition period, including timelines, staffing impacts, and risk mitigations.
3. Risks, Assumptions, and Constraints
• Technology Evolution: With rapidly advancing tools, USCIS is open to any innovative solution that pivots to self-service and automation rather than human reliance.
• FedRAMP Certification: Solutions offered should have approved FedRAMP certification(s).
o If not currently FedRAMP authorized, the vendor should explain how and when certification is expected.
• Data Security & Privacy: All solutions must comply with federal privacy and security requirements, particularly with sensitive immigration and PII data.
4. Questions for Industry
1. Automation Solutions:
o Please describe solutions/tools the government can leverage to automate responses across voice, chat, secure messaging, and email.
o Indicate whether the solution requires licensing, is commercial off-the-shelf (COTS), or can be customized for USCIS.
2. Best Practices from Other Industries:
o What automated solutions have been successfully implemented in other industries to improve customer satisfaction, efficiency, and accuracy?
o Please provide examples, case studies, or performance improvements that could inform USCIS’s path forward.
5. Administrative notes
1. All questions will be gathered and addressed during the industry day to follow responses to this SOO. This industry day will be in the month of October. Notice of this will be posted on SAM.gov.
2. The Q&A from the previous RFI are uploaded with this document.
3. Note this is an early exchange of information IAW FAR 15.201(c)(3). Responses to this notice are not offers and cannot be accepted by the Government to form a binding contract, nor do they affect a potential offeror's ability to respond to any future synopsis/solicitation. Collection of data in response to this SS-RFI does not obligate the U.S. Government to the incorporation of the solicited comments in any future procurement action nor does it obligate the Government to the procurement of any services or products related to this notice.
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