USCIS CCTI RFI Notice 70SBUR25I00000003 v2_20250902.pdf

70SBUR25I00000003 V2

USCIS Contact Center Tier 1 Support Services Request for Information/Sources Sought Notice

THIS IS A SOURCES SOUGHT - REQUEST FOR INFORMATION AS DEFINED BY FAR

15.201(e)

United States Citizenship and Immigration Services (USCIS) is issuing this Sources Sought – Request for Information (SS-RFI) notice to provide interested vendors with a draft Statement of Objectives (SOO) for an upcoming USCIS requirement to afford early engagement opportunity, obtain vendor feedback on the acquisition strategy and approach, and to identify capable vendors. This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations. No solicitation is being issued at this time and the Government makes no assertion that a solicitation will be issued. In accordance with FAR 15.201(e), 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.

Additionally, the U.S. Government is not obligated to and will not provide reimbursement for any information that may be submitted in response to this notice. Respondents are solely responsible for all expenses associated with responding.

Purpose and Objective:

The purpose of this sources sought notice 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.

Response Format and General Guidelines:

Responses to this SS-RFI are due no later than 4:00 PM/ET on Monday, October 20, 2025.

Responses and questions shall be submitted electronically (via email) to the following individuals:

Name: Way Goodman, Senior Contract Specialist Email:waynette.a.goodman@uscis.dhs.gov CC: Chris Zaman, Contract Specialist Email: christian.a.zaman@uscis.dhs.gov CC: David Hershey, Contracting Officer Email: david.p.hershey@uscis.dhs.gov

Please include in the subject of your email, “70SBUR25I00000003 USCIS Contact Center Tier 1.”

Responses to this notice shall be submitted via email to the individuals identified herein and by the specified due date and time.

mailto:waynette.a.goodman@uscis.dhs.gov mailto:christian.a.zaman@uscis.dhs.gov mailto:david.p.hershey@uscis.dhs.gov

Responses shall include a cover letter containing the following information:

1. Company Name, Address, Point of Contact Information;

2. Unique Entity Identification (UEI) Number;

3. Business Size and Size Standard / Classification under NAICS 561422

Vendor responses shall be targeted to this acquisition and directly relate to the draft SOO and answer the questions the Government has posed under the Additional Information Required section. Do not submit bare, blanket assertations that your firm can perform this work or vague capabilities statements.

Proprietary information should not be included in the responses as the Government may utilize open-source Artificial Intelligence to compile responses and aid in evaluation.

Responses to this notice will not be returned. All questions will be gathered and addressed during the industry day to follow responses to this SOO. USCIS intends to host an in person industry day at the headquarter building located in Camp Springs, MD. The official date of the industry day is TBD, however USCIS is working to hold it the last week of October 2025. Any updates related to the industry day will be posted on SAM.gov under this announcement.

Potential Acquisition Strategy and Approach:

This acquisition is a re-competition of commercial task order 70SBUR21F00000089 awarded to General Dynamics Information Technology under General Services Administration (GSA) Federal Supply Schedule (FSS) GS-35F-393CA.

The NAICS used for 70SBUR21F00000089 was 561422 - Telemarketing Bureaus and Other Contact Centers and the Government anticipates utilizing the same NAICS for this procurement.

The current contract 70SBUR21F00000089 is Firm Fixed Price (FFP) and the Government anticipates that this re-competition will also be FFP.

*The Government intends to reduce call volume and increase secure chat and webform volume over the course of this contract. We anticipate requesting firm fixed price bands for phone, chat and secure message/webform.

The Government will supply Robotic Process Automation (RPA) licenses for each agent and expect the contractor to work closely with USCIS Office of Information Technology staff on ways to improve efficiency in each channel through automation/RPA/Artificial Intelligence. The Government intends to ensure that this contract supports an agile program management approach, allowing for flexibility, capability enhancements, and implementation of customer feedback. During the contract, as new technology or capability enhancements identify and drive new channels for addressing this service, the contract will be modified to incorporate the new channels and applicable requirement(s). This will require price negotiation of the additional scope of work, with the awardee only, and will not be competitively offered post award.

Additional Information Required - Questions for Industry:

1. Automation Solutions:

• Please describe solutions/tools the government can leverage to automate responses across voice, chat, secure messaging, and email.

• Indicate whether the solution requires licensing, is commercial off-the-shelf (COTS), or can be customized for USCIS.

2. Best Practices from Other Industries:

• What automated solutions have been successfully implemented in other industries to improve customer satisfaction, efficiency, and accuracy?

• Please provide examples, case studies, or performance improvements that could inform USCIS’s path forward.

3.