USCIS FY24 Industry Day-VER1.1.pdf

U.S. Citizenship & Immigration Services Fiscal Year 2024

Industry Day

June 11, 2024 Ver:1.0

Agenda

• Welcome / Opening Remarks Mike Hamlett, USCIS Industry Liaison

• USCIS Leadership Remarks

• OCON Leadership Remarks

Office of Contracting Leadership Remarks

Amanda Duquette

HCA

Michelle Redding

COCO

Chris Hatin Tech Division Chief

Rex Steves OPS Division Chief

Eli Roque Deputy HCA

Danielle Hubbard Small Business Specalist

Small Business Remarks

• Danielle Hubbard, USCIS Small Business Specialist

Category Fiscal Year

(FY24) Small Business Goal

Current Achievement

(as of 6/10/2024)

Small Business (SB) 49.0% 70.7%

Small Disadvantaged Business (SDB) 29.0% 30.7%

Historically Underutilized Business Zone SB (HUBZone) 3.0% 9.7%

Service Disabled Veteran Owned Small Business (SDVOSB) 5.0% 16.9%

Women Owned Small Business (WOSB) 5.0% 10.2%

Operations (OPS) Division

• Program Offices Portfolio Overview

• External Affairs Directorate (EXA) o Procurement: Contact Center Tier 1 (CCT1) o CO Briefer: Mary Shinney, Associate Chief o PMO Briefer: Albert (Al) Eskalis, Acting Chief, Office of Access and Information Services

• Immigration Records and Identity Services (IRIS) o Procurement: Records Operations Support Services (ROSS) o CO Briefer: Stuart Sellears, Associate Chief o PMO Briefer: Daniel Beason, Communications Advisor

• Field Operations Directorate (FOD) o Procurement: Field Office Support Services (FOSS) o CO Briefer: Eric Bishop, Associate Chief o PMO Briefer: Natalie LaLonde, Branch Chief, Communication and Employee Engagement

Operations (OPS) Division Rex H. Steves, Division Chief, rex.h.steves@uscis.dhs.gov Introduction Operations Division provides support to a wide USCIS customer base, purchasing supplies and services to meet the mission.

Customers Administrative Appeals Office (AAO), Equal Opportunity & Inclusion (EOI), External Affairs Directorate (EXA), Refugee, Asylum & International Operations (RAIO), Immigration Records and Identity Services (IRIS), Field Operations Directorate (FOD), Fraud Detection and National Security Directorate (FDNS), Management Directorate, Office of Intake and Document Production (OIDP), Office of Chief Counsel (OCC), Office of the Director (DIR), Office of Privacy (PVY), Office of Policy & Strategy (OP&S), Service Center Operations Directorate (SCOPS), Office of the Chief Financial Officer (OCFO), and Office of Performance and Quality (OPQ).

Type of Acquisitions Supplies and Services utilizing Full & Open (FAR Part 15), GSA Schedule (FAR Subpart 8.4), Simplified Acquisitions (FAR Part 13), and IDIQ Task/Delivery Orders (FAR Subpart 16.505).

Contracting Officer Team

Scott Achin, Kenneth Acquaviva, Eric Bishop, Tanis Brainerd, Liza Brice, Rhonda Canell, Waynette Goodman, Bruce Helms, Michael Hodahkwen, Angela Hodges, Alexis James, Felicia London, Victor Martin, John "Jay" McBride, Joshua Riley, Dean Seggay, Stuart Sellears, Mary Shinney, Rex Steves, Charnique Thomas, James Thomasson, Rachel Turner, Hollie Walsh, and Belinda Woods.

mailto:rex.h.steves@uscis.dhs.gov

Procurement: Contact Center Tier 1 (CCT1)

CO Briefer: Mary Shinney, Associate Chief

PMO Briefer: Albert (Al) Eskalis, Acting Chief, Office of Access and Information Services

External Affairs Directorate (EXA)

Contact Center Tier 1 (CCT1) APFS Number: TBD

Operations Division FY-25

Contract Vehicle NAICS Code Dollar Range Current Contract Completion Date

Recompete (Y/N) (incumbent/award#)

TBD 561422 >$100M 08/12/2026

Y General Dynamics Information

Technology

GS-35F-393CA/70SBUR21F00000089

Small Business Program

Request for Information #

Est. Draft Solicitation Release Date (if applicable)

Est. Solicitation Release Date Period of Performance

TBD TBD 11/2024 07/2025 08/13/2026-08/12/2031

Program POC & email Contracting Officer & email Contract Specialist & email

Tiffany Vezina Tiffany.N.Vezina@uscis.dhs.gov

Bruce Helms Bruce.A.Helms@uscis.dhs.gov

Krystal Creaser Krystal.U.Creaser@uscis.dhs.gov

U.S. Citizenship and Immigration Services (USCIS), External Affairs Directorate (EXA) has a continued need for Tier 1 level support for the USCIS Contact Center. The Contact Center will provide services to support calls, chats, and webforms using a customer engagement center model that employs a mix of web and voice channels for our customers to obtain assistance on citizenship and immigration related information.

mailto:Freddie.G.Jordan@uscis.dhs.gov mailto:Freddie.G.Jordan@uscis.dhs.gov mailto:Freddie.G.Jordan@uscis.dhs.gov mailto:Nicole.Russo@uscis.dhs.gov mailto:Krystal.U.Creaser@uscis.dhs.gov

Connecting with USCIS Envisioning Contact Center of the future

Industry Day

PAST FUTURE

PRESENT

Current Customer Experience

• Processing times can be long

• Limited case status information

• Inquiry resolution can be lengthy

• Account tools limited to some users

Current Customer Expectations

• Reasonable processing times

• Transparent experience (case status and next steps)

• Quick resolution

• Easy and intuitive resources and tools

Bridging the Gap

Why Customers Contact Us FY24 Top Inquiries by Issue Type

(October 1, 2022-March 17, 2024) Issue Type Total Inquiries % of Grand Total Case Status 531,664 25.72%

Account Issues 180,549 8.73% Reschedule 150,760 7.29%

Non-Delivery 147,493 7.13% Policy/Regulation Questions 143,490 6.94%

Appointment Request - ADIT 123,421 5.97% Password Issues 113,956 5.51%

Dropped Call 108,899 5.27% Expedites 93,369 4.52%

LIVE WEB

CHAT

SECURE

INBOX

DIGITAL SELF

HELP

PHONE

Channels

Service Tiers

O

Digital Self Help

Special Cases

Contract Agents

Senior Officers

Immigration Officers

Interaction Volumes

• Leveraging Artificial Intelligence/ Machine Learning

• Voice authentication/ID verification

• Integrated channel strategy

• Scheduling live assistance (phone calls, chats)

• Multilingual chat/secure message capability

• Advanced help desk for account troubleshooting

Contact Center of Future

External Affairs Directorate (EXA)

Procurement: Contact Center Tier 1 (CCT1)

Q&A?

Procurement: Records Operations Support Services

(ROSS)

CO Briefer: Stuart Sellears, Associate Chief

PMO Briefer: Daniel Beason, Communications Advisor

IRIS: Immigration Records and Identity Services

When Individuals Need to… Obtain records to apply for a benefit, appear in court, or submit biometrics for work authorization, a Green Card, or another benefit

When Businesses Need to… Confirm the immigration status of their new hire to prevent cases of identity fraud or unlawful employment

When Federal, State, or Local Governments Need to… Determine a person’s eligibility or lawful presence to grant federal benefits (USCIS and SSA), licenses (states), or public assistance (local)

How We Help IRIS supports the USCIS mission by enabling the creation, use, access, organization, searching, and sharing of immigration records and identities.

Our Mission We deliver trusted and timely immigration, employment, and identity information.

Where We’re Going, Daily Continually improving immigration with relentless efficiency, optimism, and innovation.

Where We’re Going, Big Picture IRIS will make immigration information increasingly easy to share, search, store, and align with trusted identities.

We will create conditions for a 100% digital immigration records USCIS.

The Value of this Vision In an era of massive immigration and technological change, immigration information is crucial to USCIS workforce agility and successful outcomes for individuals, businesses, and public organizations across America.

The National Records Center (NRC) Manages more than 76 million immigration records, stored in Missouri and Virginia facilities.

Manages the federal government’s largest Freedom of Information Act (FOIA) program.

Highest digital to paper intake ratio and first public API under the USCIS Torch program.

Each year, the NRC

• Moves nearly 7 million physical records

• Receives more than 400,000 FOIA requests

Identity and Information Management Division (IIMD) Manages identity, information sharing, and policy associated with +100 million immigration records.

• 50,000 DHS employees use IIMD services

• 3 million biometrics appointments a year

Enables

• Enterprise digitization of immigration records

• Person Centric Identity Service (PCIS)

• Efficiencies at the Southwest Border

IRIS: Immigration Records and Identity Service

Verification Division (VER) E-Verify enables more than 1 million enrolled employers to verify identity and employment authorization.

The Systematic Alien Verification for Entitlements (SAVE) program enables 1,200 federal, state, and local agencies to verify immigration status.

Each day, VER enables

• 190,000 immigration status checks in E-Verify

• 74,000 immigration status inquires under SAVE

What Success Looks Like

• Focused and attentive estimation and planning

• Foster productive relationships with USCIS staff

• Hire and retain non-federal technical expertise

• Proactively offer responsive customer support

• Understand, then improve general practices

• High productivity, quality, and ownership

• Efficiently and creatively resolve issues

So, What Now? What’s Next?

ROSS is for records operations support, but we love hearing innovative approaches to efficiency and effectiveness.

• Contact us through Stuart

• stuart.sellears@uscis.dhs.gov

• He will guide you to the right team to pitch mailto:stuart.sellears@uscis.dhs.gov

Procurement: Records Operations Support Services (ROSS)

Procurement: Field Office Support Services (FOSS)

CO Briefer: Eric Bishop, Associate Chief

PMO Briefer: Natalie LaLonde, Branch Chief, Communication and Employee Engagement

Field Operations Directorate (FOD)

- FOSS requirement overview

- Procurement Timelines

- Contract type

- Trade-Offs

- Contracting Officers input on proposal response

89 Field Offices 16 District Offices

The workload in each field office can be significantly impacted by extraordinary events, as well as new legislation that may result in an increased number of filings for immigration benefits.

The FOSS contract is both flexible and comprehensive to handle workload volume.

Field Office Locator:

https://www.uscis.gov/about-us/find-a-uscis-office/field-offices

SUCCESS FACTORS

FOD FORWARD: WHERE ARE WE GOING?

Realistic Proposals & Employee Management Considerations

Seasoned Field Operations / Programmatic Support

Business Model Efficiency Improvements

Scheduling Improvements

Digitization & Electronic Processing

Focused Customer Service & Experience

Procurement: Field Office Support Services

(FOSS)

Take the Operations Division Questionnaire

USCIS FY 24 Industry Day

Networking and Lunch Break 11:15 am to 1:00 pm

Agenda - Afternoon Session Panel Discussion - Fireside Chat William McElhaney, Chief Information Officer (CIO) Office of Information Technology and Amanda Duquette, Chief, Office of Contracting and Head of Contracting Activity (HCA)

• CIO and HCA will be discussing the CIO’s priorities and vision, the agency's IT portfolio, challenges, and best practices as it relates to it contracting.

Technology Division & Office of Information Technology Panel Discussion

• DevOps Delivery Panel: Procurements include: Resources for InnoVation and

Enterprise Readiness (RIVER), Rapid Application & Product Integration Delivery (RAPID), and Outcome-Based Delivery and DevOps Services (ODOS) IV

• IT Operations Panel: Procurements include: Architecture and Engineering (AES) Program II and Information Technology User and Field Operations Support (NEON

II)

Amanda Duquette Head of Contracting Activity (HCA)

Office of Contracting

William McElhaney Chief Information Officer (CIO)

Office of Information Technology

OCIO/HCA Fireside Chat

Technology Division Chris Hatin, Division Chief, Christopher.C.Hatin@uscis.dhs.gov Introduction Technology Division provides support to USCIS Office of Information Technology (OIT), purchasing commodities and services to meet the mission.

Customers In addition to the Chief Information Officer, OIT is divided into six (6) primary divisions. The divisions are Resource Management Division, Enterprise Infrastructure Division, Systems Delivery Division, Transformation Delivery Division, Information Security Division, and Identity, Records, and National Security Delivery Division.

Type of Acquisitions Tech has shifted from the Department-wide Strategic Sourcing contract such as EAGLE II and it is now mandated to utilize EAGLE Next Generation Suite of Strategic Sourcing Best in Class Contracts. FirstSource II is used to procure software and hardware to include software assurance and hardware maintenance via FAR Subpart 16.505(b) Fair Opportunity.

Contracting Officer Team

Chris Hatin, Andrew Fonda, Patrick Gadwah, Joan Giard, Lora Gross, Matthew Hamilton, Nicholas Hart, Celina Hemingway, Amir Hrnjic, Monty Kurtz, Jonathan Latson, Brenda Palmer, Raushanah Pendleton, Sara Putnam, Sylwia Salkic, Patricia Simon, Gregory Schroeder, Dianne Valiando, Krista Weiland, Susan Chamberlin.

• Procurements include: Resources for InnoVation and Enterprise Readiness (RIVER), Rapid Application & Product Integration Delivery (RAPID), and Outcome-Based Delivery and DevOps Services (ODOS) IV

• OCON Speakers: Patrick Gadwah and Jonathan Latson

• PMO Speakers: David Blair, Chris Wallace, Patrick Horan and Marilyn Teunis

DevOps Delivery Panel

Resources for InnoVation and Enterprise Readiness (RIVER) (Formerly part of RAPID) APFS Number: 2023062529

Technology Division FY-24 APFS Update

Contract Vehicle NAICS Code Dollar Range Current Contract Completion Date

Recompete (Y/N) (incumbent/award#)

GSA MAS IT 541512 Over $100M 06/30/2024 Y

Multiple Awardees

(70SBUR2100000121 – 125)

Small Business Program

Request for Information #

Est. Draft Solicitation Release Date (if applicable)

Est Solicitation Release Date Period of Performance

SB 70SBUR23I00000011 TBD 07/02/2024 11/29/2024 – 11/28/2029

Program POC & email Contracting Officer & email Contract Specialist & email

Chris Wallace Christopher.D.Wallace@uscis.dhs.gov

Monty Kurtz Monty.N.Kurtz@uscis.dhs.gov

Nick Hart Nicholas.A.Hart@uscis.dhs.gov

Emily Robinson Emily.A.Robinson@uscis.dhs.gov

Description: USCIS has a requirement for ad hoc high-performing DevSecOps services that will work within a multi-vendor environment utilizing Lean-Agile software development best practices and DecSecOps principles to deliver quality, secure and cost-effective digital solutions. This will be the next iteration of our current SPEED portfolio of contracts, encompassing the Benefits and Mission Services portfolios.. An RFI was previously issued on SAM.gov and GSA eBuy, see RFI # 70SBUR23I00000011. USCIS anticipates that this will be a multiple award requirement competed on GSA MAS IT as a total small business set-aside. Updated 5/31/2024: Estimated Solicitation Release Date Updated.

mailto:Christopher.D.Wallace@uscis.dhs.gov mailto:Monty.N.Kurtz@uscis.dhs.gov mailto:Nicholas.A.hart@uscis.dhs.gov mailto:Emily.A.Robinson@uscis.dhs.gov

• PMO Speakers: David Blair, Chris Wallace, Patrick Horan and Marilyn Teunis

Rapid Application & Product Integration Delivery (RAPID) - myUSCIS APFS Number: 2024065191

Technology Division FY-24 APFS Update

Contract Vehicle NAICS Code Dollar Range Current Contract Completion Date

Recompete (Y/N) (incumbent/award#)

GSA MAS IT 541512 Over $100M None N (New Requirement)

Small Business Program

Request for Information #

Est. Draft Solicitation Release Date (if applicable)

Est Solicitation Release Date Period of Performance

Unrestricted 70SBUR23I00000011 TBD 07/02/2024 11/29/2024 – 11/28/2029

Program POC & email Contracting Officer & email Contract Specialist & email

Chris Wallace Christopher.D.Wallace@uscis.dhs.gov

Monty Kurtz Monty.N.Kurtz@uscis.dhs.gov

Nick Hart Nicholas.A.Hart@uscis.dhs.gov

Emily Robinson Emily.A.Robinson@uscis.dhs.gov

Description: USCIS has a requirement for ad hoc high-performing DevSecOps services that will work within a multi-vendor environment utilizing Lean-Agile software development best practices and DecSecOps principles to deliver quality, secure and cost-effective digital solutions. This will be a new requirement for the Intake capability of the MyUSCIS portfolio. An RFI was previously issued on SAM.gov and GSA eBuy, see RFI # 70SBUR23I00000011. USCIS anticipates that this will be a multiple award requirement competed on GSA MAS IT. Updated 5/31/2024: Estimated Solicitation Release Date updated.

mailto:Christopher.D.Wallace@uscis.dhs.gov mailto:Monty.N.Kurtz@uscis.dhs.gov mailto:Nicholas.A.hart@uscis.dhs.gov mailto:Emily.A.Robinson@uscis.dhs.gov

PMO Speakers: David Blair, Chris Wallace, Patrick Horan and Marilyn Teunis

Outcome-Based Delivery and DevOps Services (ODOS) IV APFS Number: F2024066162

Technology Division FY-24 APFS Update

Contract Vehicle NAICS Code Dollar Range Current Contract Completion Date

Recompete (Y/N) (incumbent/award#)

TBD 541512 Over $100M 9/24/2025

70SBUR22F00000112 (ADG-REI)

70SBUR22F00000113 (DV United) 70SBUR22F00000114 (Softrams)

70SBUR22F00000197 (Alpha Omega)

Small Business Program

Request for Information #

Est. Draft Solicitation Release Date (if applicable)

Est Solicitation Release Date Period of Performance

TBD 70SBUR24-RFI-0001 8/30/2024 10/15/2024 9/25/2025 - 6/24/2030

Program POC & email Contracting Officer & email Contract Specialist & email

Kecia Campbell kecia.l.campbell@uscis.dhs.gov

Patricia Simon patricia.m.simon@uscis.dhs.gov

Brenda Palmer brenda.m.palmer@uscis.dhs.gov

Description: Outcome-Based Delivery and DevOps Services (ODOS) IV is the primary contract of TDD that will comprise of three Task Areas: Transformation DevOps, Integration and Configuration Services (ICS) and User Experience Design and User Interface Design (UXD). DevOps provides microservices based architecture on OpenShift Platform for delivering its capabilities in the public cloud for Electronic Immigration System (ELIS). ICS provides tools to establish, standardize and execute a repeatable, automated build process and environment to enable frequent integration, testing, monitoring, infrastructure cluster management, database management. UXD enhances the current design of ELIS by research to understand user needs and goals, process analysis, iterative prototype development and content strategy, developing and improving the quality of interaction between the users and ELIS design.

mailto:kecia.l.campbell@uscis.dhs.gov mailto:patricia.m.simon@uscis.dhs.gov mailto:brenda.m.palmer@uscis.dhs.gov

Outcome-Based Delivery and DevOps Services (ODOS) IV

PMO Speakers: David Blair, Chris Wallace, Patrick Horan and Marilyn Teunis

• Procurements include: Architecture and Engineering (AES) Program II and Information Technology User and Field Operations Support (NEON II)

• CO Briefer: Lora Gross and Andrew Fonda

• PMO Speakers: Jim Orrell, Rob McMullen, Lee Rice, Jennifer LaChance, Erika Botts, Pam Harper and Don Matheson

IT Operations Panel

Architecture and Engineering (AES) Program II APFS Number: 2023063455

Technology Division FY-24 APFS Update

Contract Vehicle NAICS Code Dollar Range Current Contract Completion Date

Recompete (Y/N) (incumbent/award#)

Alliant 2 541512 Over $100M 2/10/2025

(Y) (ManTech Advanced Systems

International, Inc. /

70SBUR21F00000044)

Small Business Program

Request for Information #

Est. Draft Solicitation Release Date (if applicable)

Est Solicitation Release Date Period of Performance

None 70SBUR23I00000019 03/21/24 - Draft PWS 07/06/2024 02/11/2025 - 02/10/2030

Program POC & email Contracting Officer & email Contract Specialist & email

Monica Harris Monica.L.Harris@uscis.dhs.gov

Lora Gross Lora.E.Gross@uscis.dhs.gov

Krista Weiland Krista.M.Weiland@uscis.dhs.gov

Description: USCIS requires industry to provide Architecture and Engineering Services. Intended support required includes: Cloud Engineering & DevSecOps; Platform & Network Engineering; Platform Architecture & Engineering; WAN-Router-Switch-Cloud Optimization; Wireless Network; Network Security; Distributed Processing & Hosting; Performance & Capacity Planning; Automation & Orchestration; Device Management; Technical Assessment Center & Compliance (TACC) and Image Lab; and Unified Communications. These services will be provided in the Washington, D.C. Area and South Burlington, VT.

mailto:Monica.L.Harris@uscis.dhs.gov mailto:Lora.E.Gross@uscis.dhs.gov mailto:Caitlin.M.Minor@uscis.dhs.gov mailto:Caitlin.M.Minor@uscis.dhs.gov mailto:Caitlin.M.Minor@uscis.dhs.gov mailto:Caitlin.M.Minor@uscis.dhs.gov

Architecture and Engineering (AES) Program II

PMO Speakers: Jim Orrell, Rob McMullen, Lee Rice, Jennifer LaChance, Erika Botts, Pam Harper and Don Matheson

Information Technology User and Field Operations Support II (NEON II) APFS Number: 2024065926

Technology Division FY-24 APFS Update

Contract Vehicle NAICS Code Dollar Range Current Contract Completion Date

Recompete (Y/N) (incumbent/award#)

TBD 541519 Over $100M 02/06/2026 Y

SALIENT CRGT INC.

70SBUR20F00000275

Small Business Program

Request for Information #

Est. Draft Solicitation Release Date (if applicable)

Est Solicitation Release Date Period of Performance

None 70SBUR24I00000009 02/2025 04/2025 02/08/2026 – 02/07/2031 Program POC & email Contracting Officer & email Contract Specialist & email

Jennifer LaChance neon2@uscis.dhs.gov

Andy Fonda Andrew.r.fonda@uscis.dhs.gov

Amir Hrnjic Amir.hrnjic@uscis.dhs.gov

A continuing requirement for IT operations and maintenance (O&M) for an estimated 27,000 users at over 230 locations nationwide and 28 overseas. Information Technology Operations II (NEON II) support will ensure USCIS can effectively meet its mission by providing highly skilled technical staff. Technical services and task areas include: Service Desk Support (Service Desk Tier 1, Service Desk Tier 1.5, Incident Management, Knowledge Management, Problem Management, Service Request Management, Specialized Support); Field Services (Desk side Support (CONUS/OCONUS), Asset Inventory Support, Disposal Preparation Support, Encryption Services, Video Conferencing and Audio/Video (A/V) Operations and Maintenance (O&M), Local On-Site Cabling); OCONUS Site Support (Mobile devices Services, Deployment Services, Server O&M, Training Support); Service Center Services; Account Management Services; and Hardware Incident Resolution In addition to the above, there will be Transition and Program Management task areas associated with this requirement.

mailto:neon2@uscis.dhs.gov mailto:Andrew.r.fonda@uscis.dhs.gov mailto:Amir.hrnjic@uscis.dhs.gov

Information Technology User and Field Operations Support

(NEON II)

•PMO Speakers: Jim Orrell, Rob McMullen, Lee Rice, Jennifer LaChance, Erika Botts, Pam Harper and Don Matheson

Take the Technology Division Questionnaire

Closing Remarks by OCON Leadership

Reminders

• 33rd Government Procurement Conference, June 12, 2024, Washington

Convention Center, Washington DC

• USCIS OCON 4th Quarterly Call, July 30, 2024, 1 pm ET

• Transitioned to MS Teams Webinar, self-registration

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