USCIS Contact Center Assessment
Closed Pre-Solicitation Posted
This opportunity was awarded. See the award notice from , or the latest solicitation from .
- Solicitation number
- 70SBUR22I00000029
- Agency
- Citizen and Immigration Services Department of Homeland Security
- Responses due
- Set-aside
- Total Small Business
Opportunity facts
- NAICS code
- 541613 Marketing Consulting Services
- Place of performance
- Temple Hills, Maryland 20748, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The United States Citizenship and Immigration Services seeks capability statements from vendors to conduct contact center assessments to support its External Affairs Directorate mission. Vendors must describe how they will organize and facilitate virtual and in-person focus groups in English and Spanish five times annually to assess the contact center telephone services, website, local office visits, tools, and immigration processes. Responses are due by June 15, 2022 and will be evaluated based on the vendor's ability to meet the requirements in the attached performance work statement.
This is a total small business set-aside designated under NAICS code 541613. The base period of performance is six months with four one-year option periods for an indefinite delivery indefinite quantity contract with firm-fixed prices. Vendors must be able to obtain necessary security clearances and handle over one million contact center inquiries per month across three tiers of support.
Notice text
3 versions
Update #3 · Latest ·
The External Affairs Directorate (EXA) mission is to ensure that USCIS conveys unified, timely, and accurate messaging to our workforce and external stakeholders. Through public outreach, online tools, digital access, and educational resources, we increase understanding of immigration, promote the importance of U.S. Citizenship, and enhance the experience for all we serve at USCIS. Most of this service is done through the USCIS Contact Center (UCC) and the 1-800 number system for USCIS. The 1-800 line provides the general public with prompt and accurate information to their telephonic inquiries regarding immigration laws and benefits. The UCC 1-800 number receives more than 1 million telephonic inquiries a month. When a Respondent/Stakeholder calls the UCC 1-800 number, the call goes directly to an Interactive Voice Response (IVR) system, which is available in English and Spanish. Roughly 6 million calls are escalated from the IVR to the Tier 1 Contact Center. If the Respondent/Stakeholder cannot receive resolution to their inquiry through the IVR, the Respondent/Stakeholder can request to speak to a live Tier 1 contracted Information Specialist (IS) at a Tier 1 location. After speaking to an IS, if the Respondent/Stakeholder requires additional support or has a unique and complex scenario, the IS will transfer the call to an Immigration Services Officer (ISO) at a USCIS Contact Center, roughly 1.2 million of all calls received by Tier 1 ISs are transferred to Tier 2 ISOs. In this second line of support, ISOs who are USCIS federal employees have an extensive immigration law background, provide more case specific information and resolution to Respondents/Stakeholders inquiries. Tier 2 Contact Center ISOs are located in Contact Center East, Contact Center West, and Contact Center Mid-west.
***
Uploaded Revised RFI Amendment 1 on 01 June 2022.
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Uploaded Revised RFI Amendment 2 on 06 June 2022. Extended respond by date to 15 June 2022.
Update #2 ·
The External Affairs Directorate (EXA) mission is to ensure that USCIS conveys unified, timely, and accurate messaging to our workforce and external stakeholders. Through public outreach, online tools, digital access, and educational resources, we increase understanding of immigration, promote the importance of U.S. Citizenship, and enhance the experience for all we serve at USCIS. Most of this service is done through the USCIS Contact Center (UCC) and the 1-800 number system for USCIS. The 1-800 line provides the general public with prompt and accurate information to their telephonic inquiries regarding immigration laws and benefits. The UCC 1-800 number receives more than 1 million telephonic inquiries a month. When a Respondent/Stakeholder calls the UCC 1-800 number, the call goes directly to an Interactive Voice Response (IVR) system, which is available in English and Spanish. Roughly 6 million calls are escalated from the IVR to the Tier 1 Contact Center. If the Respondent/Stakeholder cannot receive resolution to their inquiry through the IVR, the Respondent/Stakeholder can request to speak to a live Tier 1 contracted Information Specialist (IS) at a Tier 1 location. After speaking to an IS, if the Respondent/Stakeholder requires additional support or has a unique and complex scenario, the IS will transfer the call to an Immigration Services Officer (ISO) at a USCIS Contact Center, roughly 1.2 million of all calls received by Tier 1 ISs are transferred to Tier 2 ISOs. In this second line of support, ISOs who are USCIS federal employees have an extensive immigration law background, provide more case specific information and resolution to Respondents/Stakeholders inquiries. Tier 2 Contact Center ISOs are located in Contact Center East, Contact Center West, and Contact Center Mid-west.
***
Uploaded Revised RFI Amendment 1 on 01 June 2022.
Update #1 ·
The External Affairs Directorate (EXA) mission is to ensure that USCIS conveys unified, timely, and accurate messaging to our workforce and external stakeholders. Through public outreach, online tools, digital access, and educational resources, we increase understanding of immigration, promote the importance of U.S. Citizenship, and enhance the experience for all we serve at USCIS. Most of this service is done through the USCIS Contact Center (UCC) and the 1-800 number system for USCIS. The 1-800 line provides the general public with prompt and accurate information to their telephonic inquiries regarding immigration laws and benefits. The UCC 1-800 number receives more than 1 million telephonic inquiries a month. When a Respondent/Stakeholder calls the UCC 1-800 number, the call goes directly to an Interactive Voice Response (IVR) system, which is available in English and Spanish. Roughly 6 million calls are escalated from the IVR to the Tier 1 Contact Center. If the Respondent/Stakeholder cannot receive resolution to their inquiry through the IVR, the Respondent/Stakeholder can request to speak to a live Tier 1 contracted Information Specialist (IS) at a Tier 1 location. After speaking to an IS, if the Respondent/Stakeholder requires additional support or has a unique and complex scenario, the IS will transfer the call to an Immigration Services Officer (ISO) at a USCIS Contact Center, roughly 1.2 million of all calls received by Tier 1 ISs are transferred to Tier 2 ISOs. In this second line of support, ISOs who are USCIS federal employees have an extensive immigration law background, provide more case specific information and resolution to Respondents/Stakeholders inquiries. Tier 2 Contact Center ISOs are located in Contact Center East, Contact Center West, and Contact Center Mid-west.
Attachments
| File | Type | Posted |
|---|---|---|
| Contact Center Assessment_RFI_Amendment 2.docx | DOCX document | |
| Contact Center Assessment_RFI_Amendment 1.docx | DOCX document | |
| Contact Center Assessment_RFI_Final.docx | DOCX document | |
| 20220425 PWS Focus Group_final.docx | DOCX document |
Notice history
| Notice | Type | Posted |
|---|---|---|
| USCIS Contact Center Assessment | Award Notice | |
| USCIS Contact Center Assessment | Solicitation | |
| USCIS Contact Center Assessment | Pre-Solicitation |
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