USCIS Contact Center Tier 1 (CCT1)
Closed Pre-Solicitation Posted
- Solicitation number
- 70SBUR25I00000003-V2
- Agency
-
Citizen and Immigration Services
Department of Homeland Security
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
Notice details come from SAM.gov. Updated .
About this opportunity
The United States Citizenship and Immigration Services (USCIS), an agency within the Department of Homeland Security, is conducting market research through a Sources Sought Request for Information (RFI) for Tier 1 Contact Center Support Services. The procurement seeks vendor input on modernizing contact center operations that serve the public with immigration-related information and services, with a primary objective of scaling down human operations while implementing cost-saving technologies, automation tools, and robotic process automation (RPA) solutions. Key requirements include FedRAMP certification for all proposed solutions, strict compliance with data security and privacy standards for handling sensitive personally identifiable information (PII), and the ability to support multiple communication channels including voice, chat, secure messaging, and email. The government will evaluate responses based on vendors' proposed automation capabilities, cost-effectiveness of solutions, demonstrated experience with large-scale contact centers, and ability to integrate seamlessly with USCIS case management systems. The original RFI response deadline was October 20, 2025; however, USCIS has announced a postponement of the industry day and breakout sessions that were scheduled for October 28 and 30, 2025, with rescheduled details to be posted on SAM.gov.
This procurement carries no small business set-aside designation and is classified under NAICS code 561422 (Telemarketing Bureaus and Other Contact Centers) with PSC code R426 (Support – Professional: Communications). General Dynamics Information Technology is the incumbent contractor on the existing contact center services contract. The government anticipates this as a firm fixed price (FFP) contract with the intention to re-compete the existing agreement. Historical operational data indicates USCIS answered 3,449,735 calls in Fiscal Year 2023, with typical staffing levels between 475-550 agents, though volumes are expected to decrease as customers migrate to chat and secure messaging channels. The contract will require successful completion of a four-week initial training and nesting period and participation in a Process Improvement Council where contractors will propose and test efficiency improvements. While specific award values or budget ranges have not been disclosed in the pre-solicitation materials, all proposed pricing will follow a firm fixed unit pricing model that includes training and overhead costs.
Notice text
4 versions
Update #4 · Latest ·
****10/22/2025 UPDATE****
We wanted to inform you of a change regarding our upcoming Industry Day for USCIS Contact Center Tier 1 (CCT1). To ensure the scope of the requirement is fully established and clearly defined, we will be postponing the event, including all breakout sessions, to a later date.
We sincerely apologize for any inconvenience this may cause and appreciate your understanding as we take the necessary steps to ensure the event provides the most meaningful and productive engagement for all participants. We are actively working to finalize the details and will share updated information, including the new date and time via SAM.gov, as soon as possible.
Thank you for your continued interest in CCT1, and we look forward to connecting with you at the rescheduled Industry Day.
****10/20/2025 UPDATE****
Due to the ongoing government shutdown and associated travel restrictions, we regret to inform you that our planned in-person Industry Day event for USCIS Contact Center Tier 1 (CCT1) will no longer take place as scheduled. To ensure continuity and maintain engagement, we will transition the event to a virtual format via Microsoft Teams. This change will allow us to proceed with the event while adhering to current restrictions.
Additionally, all breakout sessions will now be conducted virtually. We are currently in the process of scheduling these sessions and will provide further details, including day and time as soon as they are finalized.
Please find the updated details below:
Date: October 28, 2025
Time: 9:00am EST – 2:00pm EST
Platform: Microsoft Teams
We will share the Teams meeting link and any additional instructions closer to the event date. If you have any questions or concerns, please do not hesitate to reach out to myself, Contract Specialist Way Goodman at waynette.a.goodman@uscis.dhs.gov and Contracting Officer David Hershey at david.p.hershey@uscis.dhs.gov.
We appreciate your understanding and flexibility during this time and look forward to connecting with you virtually.
****10/08/2025 UPDATE**** USCIS is hosting an industry day for this requirement in person on 10/28/2025 at 5900 Capital Gateway Drive, Camp Springs, MD 20746 from 9:00am EST - 2:00pm EST. USCIS will also host break out sessions with interested vendors on 10/28/2025 from 2:30pm EST - 4:30pm EST. Additional break out sessions will be held on 10/30/2025 from 9:00am EST - 4:00pm EST. If you are interested in attending the industry day in person, please RSVP to Contract Specialist: Way Goodman at waynette.a.goodman@uscis.dhs.gov and Contracting Officer David Hershey at david.p.hershey@uscis.dhs.gov. by COB 10/17/2025. If you are interested in having a breakout session with the procurement team, please email the Contract Specialist and Contracing Officer listed above with your most recent experience dealing with large call centers.
United States Citizenship and Immigration Services (USCIS) is issuing this Sources Sought - Request for Information (SS-RFI) notice to provide interested vendors with a draft Statement of Objectives (SOO) for Tier 1 level support for the USCIS Contact Center, which assists the public with information on immigration related services and benefits. The purpose of this RFI is to obtain industry insight, suggestions, and examples regarding how USCIS can scale down human operations and ramp up cost-saving technologies, tools, and automation. This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations.
Update #3 ·
****10/20/2025 UPDATE****
Due to the ongoing government shutdown and associated travel restrictions, we regret to inform you that our planned in-person Industry Day event for USCIS Contact Center Tier 1 (CCT1) will no longer take place as scheduled. To ensure continuity and maintain engagement, we will transition the event to a virtual format via Microsoft Teams. This change will allow us to proceed with the event while adhering to current restrictions.
Additionally, all breakout sessions will now be conducted virtually. We are currently in the process of scheduling these sessions and will provide further details, including day and time as soon as they are finalized.
Please find the updated details below:
Date: October 28, 2025
Time: 9:00am EST – 2:00pm EST
Platform: Microsoft Teams
We will share the Teams meeting link and any additional instructions closer to the event date. If you have any questions or concerns, please do not hesitate to reach out to myself, Contract Specialist Way Goodman at waynette.a.goodman@uscis.dhs.gov and Contracting Officer David Hershey at david.p.hershey@uscis.dhs.gov.
We appreciate your understanding and flexibility during this time and look forward to connecting with you virtually.
****10/08/2025 UPDATE**** USCIS is hosting an industry day for this requirement in person on 10/28/2025 at 5900 Capital Gateway Drive, Camp Springs, MD 20746 from 9:00am EST - 2:00pm EST. USCIS will also host break out sessions with interested vendors on 10/28/2025 from 2:30pm EST - 4:30pm EST. Additional break out sessions will be held on 10/30/2025 from 9:00am EST - 4:00pm EST. If you are interested in attending the industry day in person, please RSVP to Contract Specialist: Way Goodman at waynette.a.goodman@uscis.dhs.gov and Contracting Officer David Hershey at david.p.hershey@uscis.dhs.gov. by COB 10/17/2025. If you are interested in having a breakout session with the procurement team, please email the Contract Specialist and Contracing Officer listed above with your most recent experience dealing with large call centers.
United States Citizenship and Immigration Services (USCIS) is issuing this Sources Sought - Request for Information (SS-RFI) notice to provide interested vendors with a draft Statement of Objectives (SOO) for Tier 1 level support for the USCIS Contact Center, which assists the public with information on immigration related services and benefits. The purpose of this RFI is to obtain industry insight, suggestions, and examples regarding how USCIS can scale down human operations and ramp up cost-saving technologies, tools, and automation. This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations.
Update #2 ·
****10/08/2025 UPDATE**** USCIS is hosting an industry day for this requirement in person on 10/28/2025 at 5900 Capital Gateway Drive, Camp Springs, MD 20746 from 9:00am EST - 2:00pm EST. USCIS will also host break out sessions with interested vendors on 10/28/2025 from 2:30pm EST - 4:30pm EST. Additional break out sessions will be held on 10/30/2025 from 9:00am EST - 4:00pm EST. If you are interested in attending the industry day in person, please RSVP to Contract Specialist: Way Goodman at waynette.a.goodman@uscis.dhs.gov and Contracting Officer David Hershey at david.p.hershey@uscis.dhs.gov. by COB 10/17/2025. If you are interested in having a breakout session with the procurement team, please email the Contract Specialist and Contracing Officer listed above with your most recent experience dealing with large call centers.
United States Citizenship and Immigration Services (USCIS) is issuing this Sources Sought - Request for Information (SS-RFI) notice to provide interested vendors with a draft Statement of Objectives (SOO) for Tier 1 level support for the USCIS Contact Center, which assists the public with information on immigration related services and benefits. The purpose of this RFI is to obtain industry insight, suggestions, and examples regarding how USCIS can scale down human operations and ramp up cost-saving technologies, tools, and automation. This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations.
Update #1 ·
United States Citizenship and Immigration Services (USCIS) is issuing this Sources Sought - Request for Information (SS-RFI) notice to provide interested vendors with a draft Statement of Objectives (SOO) for Tier 1 level support for the USCIS Contact Center, which assists the public with information on immigration related services and benefits. The purpose of this RFI is to obtain industry insight, suggestions, and examples regarding how USCIS can scale down human operations and ramp up cost-saving technologies, tools, and automation. This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations.
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| Opportunity | Agency | Set-aside | Responses due |
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