USCIS Contact Center Assessment
Closed Solicitation Posted
This opportunity was awarded. See the award notice from .
- Solicitation number
- 70SBUR23Q00000044
- Agency
- Citizen and Immigration Services Department of Homeland Security
- Responses due
- Set-aside
- Woman-Owned Small Business
Opportunity facts
- NAICS code
- 541910 Marketing Research and Public Opinion Polling
- Place of performance
- Camp Springs, Maryland 20746, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The USCIS seeks to assess interactions with its Contact Center operations through focus groups. The selected contractor must facilitate discussions across the country to gather stakeholder feedback on the Telephone Contact Center, myUSCIS, office visits, military help line, and multilingual services. Specific focus areas include understanding the immigration process, reasons for applying or not applying for benefits, and comprehension of information provided. Proposals are due February 24, 2023. The evaluation will consider the vendor's proposed methodology, staff qualifications, and experience conducting similar assessments.
This opportunity is set aside for woman-owned small businesses. Place of performance is Suitland, MD. While budget details are not provided, the Contact Center currently receives over one million calls monthly through its tiered IVR and live agent systems. The selected firm will assess these contact channels and identify opportunities to enhance the customer experience faced by the over six million individuals who interact annually with USCIS.
Notice text
2 versions
Update #2 · Latest ·
02/23/2023 - Posting Answers to Questions Received. These answers do not cause any change to the soliciation or the quote due date and time. See 70SBUR23Q00000044 Q_As.pdf.
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.
This requirement is to assess contact center interactions by conducting focus groups which include asking questions about:
• USCIS Telephone Contact Center
• USCIS Website Services: myUSCIS (Help Center, EMO, and Account Experience)
• Visits to USCIS Local Offices
• USCIS Military Help Line
• USCIS multilingual outreach services
• Perception of the immigration process
• Reasons for which participants are personally planning or not planning to apply for specific benefits (e.g., naturalization)
• The immigration process and experience
• Understanding of information (e.g., Public Charge)
• Stakeholder Online Tools (such as USCIS’ Interactive Virtual Assistant “Emma, myUSCIS, Live Agent Chat, and others)
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.
This requirement is to assess contact center interactions by conducting focus groups which include asking questions about:
• USCIS Telephone Contact Center
• USCIS Website Services: myUSCIS (Help Center, EMO, and Account Experience)
• Visits to USCIS Local Offices
• USCIS Military Help Line
• USCIS multilingual outreach services
• Perception of the immigration process
• Reasons for which participants are personally planning or not planning to apply for specific benefits (e.g., naturalization)
• The immigration process and experience
• Understanding of information (e.g., Public Charge)
• Stakeholder Online Tools (such as USCIS’ Interactive Virtual Assistant “Emma, myUSCIS, Live Agent Chat, and others)
Attachments
| File | Type | Posted |
|---|---|---|
| 70SBUR23Q00000044 Q_As.pdf | ||
| 70SBUR23Q00000044.pdf |
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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