Previous RFI 70SBUR25I00000003 - Questions and Answers.pdf

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.

6. What is the average AHT and/or current occupancy for the projected call volume? See the previous answer provided under question 2.

7. Can you share the 30 minute call arrival patterns for the past 60 months? Past call arrival patterns are not indicative of future call arrival patterns. This service is not cylinical in nature. It is anticipated that the volume of calls over the course of this contract will likely decrease in correlation to increases in the chat and secure message channels as the public is increasingly turning to chat and secure messaging. Additionally, there will likely be instances requiring surge due to unforeseen events such as changes to administrative policy that affects immigration services. Relying on past call arrival patterns may lead to a mis-representation of service needed in the future.

8. Can you share with me the current billable rate per call, per chat, and per message based on the projected volumes provided? Incumbent pricing information is generally protected under Freedom of Information Act (FOIA) 5 U.S.C. § 552(b)(4). We would not release the incumbent’s pricing information without going to the FOIA process.

9. Is the initial agent training billable? We do not intend on providing a Labor Hour or Cost type pricing arrangement for contractors to training for agent training. The contractors shall include all initial and recurring training costs and other overhead expenses in their firm fixed unit price for each service. A firm fixed unit price ensures that the contractor creates an efficient process for training and encourages employee retention to minimize disruption of service.