Customer Service Operations

Immigration and Customs Enforcement (ICE) intends to solicit a total small business set-aside for Customer Service Operations support to ICE's Office of Financial Management, with responses due September 1, 2026.

The contractor will provide operational, technical, and administrative support for ICE/OFM's financial operations serving DHS Customer Components (USCIS, CISA, S&T, CWMD, and DHS Management Directorate) and internal ICE leadership. Core responsibilities include monthly Customer Billing Model calculations, monthly customer activity reporting, Cost Per Vendor Invoice reporting, quarterly variance analyses, and annual Service Level Agreement renegotiation and fiscal year-end coordination. The contractor will also manage program operations through a Master Integrated Program Plan and Schedule, produce weekly and monthly status reports, conduct quality management assessments, and support configuration reviews of the Cost Management Module system. Approximately ten ad-hoc taskings per year requiring urgent response are anticipated.

The contract period runs five years (one base year plus four one-year option periods) from December 17, 2026 through December 16, 2031. Work is performed primarily at OFM Headquarters in Washington, DC, with potential travel to Dallas Finance Center and Burlington Finance Center as needed. The Contractor Program Manager must have five years of relevant experience and project management certification; the Customer Service Program Team Lead must have three years of experience and proficiency in Microsoft Office applications. All personnel must be U.S. citizens with favorable background investigations and security clearances per DHS requirements, and must comply with DHS IT security policies and cybersecurity awareness training.

NAICS 541611; PSC R408.