USCIS Contact Center Tier 1 Support Services
Closed Pre-Solicitation Posted
- Solicitation number
- 70SBUR25I00000003
- 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
- Place of performance
- Williston, Vermont, United States
- Points of contact
-
- Mary Shinney mary.a.shinney@uscis.dhs.gov (802) 760-0114
- Krystal Creaser krystal.u.creaser@uscis.dhs.gov (802) 288-7988
Notice details come from SAM.gov. Updated .
About this opportunity
The United States Citizenship and Immigration Services (USCIS), a component of the Department of Homeland Security, is conducting a Sources Sought - Request for Information (SS-RFI) for Tier 1 Contact Center Support Services. The procurement seeks a contractor to operate a multi-tier contact center handling inbound and outbound immigration-related inquiries across phone, chat, webform, and secure email channels. Key contract requirements include maintaining bilingual staffing (minimum 50% bilingual agents), providing support from 8 AM to 9 PM Eastern Standard Time, and managing communication platforms like Salesforce and Genesys. The RFI aims to obtain vendor feedback on the acquisition strategy, with responses due by 8:00 AM ET on April 7, 2025, and will be evaluated based on the vendor's capability to handle volume fluctuations, incorporate new communication channels, and manage transition periods. This market research is being conducted in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute a formal solicitation.
The current contract is held by General Dynamics Information Technology, and the anticipated new contract is not designated with any specific set-aside. The contract will have a base period of performance of one year with four potential one-year option periods, covering approximately 500,000-600,000 monthly inquiries. Historical performance metrics indicate the contact center answered 3,479,993 calls in FY23 with an average handling time of 7.7 minutes, processed 1,118,658 chats with an 11.6-minute average handling time, and managed 600,198 webform/secure messages. Total agent staffing is expected to range between 475-550 personnel, with the government interested in potential process improvements through Robotic Process Automation (RPA) and AI implementation. The procurement will utilize a Firm Fixed Price (FFP) contract structure with separate pricing components for transition-in, program management, calls, chats, and secure messages.
Notice text
2 versions
Update #2 · Latest ·
03/25/2025-Posted questions received from industry along with Govt answers.
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 Performance Work Statement (PWS) 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 afford early engagement opportunity, obtain vendor feedback on the acquisition strategy and approach, and to identify capable vendors. 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 Performance Work Statement (PWS) 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 afford early engagement opportunity, obtain vendor feedback on the acquisition strategy and approach, and to identify capable vendors. 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.
Attachments
| File | Type | Posted |
|---|---|---|
| Questions on RFI and Answers.docx | DOCX document | |
| CCT1 Draft PWS for RFI.pdf | ||
| CCTI RFI Notice 70SBUR25I00000003.pdf |
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