Contact Center Tier 1 (CCT1) Support
Forecast Recompete Updated
- Agency
-
Citizen and Immigration Services
Department of Homeland Security
- Solicitation expected
- Estimated value
- $100,000,000
- Set-aside
- No set-aside
Forecast facts
- Anticipated award
- Through
- Acquisition strategy
- Follow-on to Existing Contract
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- Place of performance
- Multiple
- Forecast number
- F2024068175
- Points of contact
Forecast details come from DHS's Acquisition Planning Forecast System. Agencies' dates and values are estimates.
About this forecast
U.S. Citizenship and Immigration Services is recompeting Tier 1 contact center support services as a firm fixed-price follow-on award under GSA Schedule, with solicitation release estimated for November 1, 2026 and award anticipated February 13, 2027. The contractor will operate a multi-tier contact center handling inbound and outbound calls, chats, webform submissions, and email inquiries related to citizenship and immigration information using a mixed model of IVR/IVA, web, and voice channels, and must provide sufficient bilingual operational staff to support customer interactions while collaborating with USCIS and other supporting contractors.
The estimated award value is $100 million for a five-year period of performance from February 13, 2027 through February 12, 2032. USCIS supports telework arrangements and provides government-furnished equipment. The current incumbent is General Dynamics Information Technology, Inc. Contracting Officer David Hershey is reachable at david.p.hershey@uscis.dhs.gov or 208-321-3223, and Program Point of Contact Tiffany Vezina is available at tiffany.n.vezina@uscis.dhs.gov or 802-793-4217.
Forecast text
***Updated 07/15/2026: Estimated Solicitation release date
***Update, 01/08/2026: Updated anticipated Solicitation Release Date, Estimated Contract Award Date, Estimated Period of Performance Start Date, Fiscal Year, and Estimated Contract End Date.
***Update, 9/16/2025: Updated the Estimated Solicitation Release Date.
***Update, 06/30/2025: Updated alternate POC to David Hershey, CO.
***Update, 06/05/2025: Updated requirement description and anticipated award date.
***Update, 03/06/2025: RFI posted to SAM, https://sam.gov/opp/88656ed1bd4848a98d4fb9e3bd5a49c8/view. Responses due 07 April 2025.***
***Update, 12/11/24: Updated alternate POC***
USCIS requires services to support inbound and outbound calls, chats and webform/email inquiries using a model that employs a mix of IVR/IVA, web and voice channels for customers to obtain assistance on citizenship and immigration related information. This request is for the contractor to operate the Tier 1 level of a multi-tier Contact Center Operation. The Contractor will provide sufficient bilingual operational staff to support the Contact Center Tier 1 interactions and collaborate with the USCIS and other supporting Contractors involved in improving Contact Center operations.
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