Enterprise Customer Experience 2 (ECX) 2 - Request for Information (RFI)
Open Pre-Solicitation Posted
- Solicitation number
- 70SBUR27I00000002
- Agency
-
Citizen and Immigration Services
Department of Homeland Security
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 517111 Wired Telecommunications Carriers
- PSC
- Not on record
- Place of performance
- Vermont 05495, United States
Notice details come from SAM.gov. Updated .
About this opportunity
United States Citizenship and Immigration Services (USCIS) is preparing to procure a recompete of its Enterprise Customer Experience 2 (ECX2) cloud-based contact center as a service, with RFI responses due November 12, 2026. The notice uses no set-aside, and responses will determine whether small business can perform the work, whether any specific set-aside is appropriate, and which contract vehicle USCIS will use. The RFI invites both vendors holding government contract vehicles and those that do not. It recompetes contract 70SBUR22F00000252 and is not a follow-on. The period of performance is not yet established.
Per the attachment summary, the requirement covers three business units (Verification Contact Center, External Affairs Tier 1 & 2, and Language Services Section) across 18 physical locations, with 100% remote work capability, approximately 15 million calls annually, and approximately 1,500 agents. The solution must support up to 3,000 live agents at 99.99% availability and include multichannel communications (voice, IP-TTY, web chat, email, SMS-text, social media), Salesforce CRM and ServiceNow integration, FedRAMP Moderate compliance, and 7-year chat transcript retention. AI requirements include natural language processing IVR with >95% intent accuracy and >75% containment, plus compliance with DHS Directive 139-08, the NIST AI Risk Management Framework, and Unbiased AI Principles. No dollar value or ceiling is stated.
Responses are limited to seven pages, submitted as Adobe PDF by email to Brittany Willette (Brittany.B.Willette@uscis.dhs.gov), with 12-point minimum font. Attachment 70SBUR27I00000002 contains the full submission requirements and lists the RFI evaluation factors: relevant experience, pricing approaches, labor sizing, and contract types.
Notice text
The purpose of this RFI is to understand the landscape of vendors, including both those that currently hold contracts on government vehicles and those that do not, that can provide the type of service outlined below. United States Citizenship and Immigration Services (USCIS) aims to identify vendors that provide the required services and can recruit and retain staff with the experience and skills needed to meet the needs of this requirement. The results of this RFI will aid the government in determining if small business can perform this work and if any specific set-asides are appropriate. Additionally, responses to the RFI will be used to help USCIS determine which contract vehicle to use. The period of performance is not yet established at this time. This is a recompete of 70SBUR22F00000252, not a follow-on requirement. Please refer to Attachment 70SBUR27I00000002 for more information and RFI submission requirements.
Files
| File | Type | Posted |
|---|---|---|
| Attachment_70SBUR27I00000002_RFI_ECX2.pdf |
Similar open opportunities
| Opportunity | Agency | Set-aside | Responses due |
|---|---|---|---|
| RFI-FY27-SI Powered Communications and Video Intelligence | Immigration and Customs Enforcement | No set-aside |
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