HSI Tip Line Intake Support Services
Past Recompete Updated
- Agency
-
Immigration and Customs Enforcement
Department of Homeland Security
- Solicitation expected
- Estimated value
- $20,000,000 to $50,000,000
- Set-aside
- Total Small Business
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
- F2026072249
Forecast details come from DHS's Acquisition Planning Forecast System. Agencies' dates and values are estimates.
About this forecast
Immigration and Customs Enforcement (ICE) is seeking remote Customer Service Representatives (CSRs) to support the Homeland Security Investigations Tip Line (HSITL) through a total small business set-aside contract. The primary objective is to augment federal staff in processing and analyzing tips regarding potential criminal or suspicious activities within the Department of Homeland Security's mission, with representatives required to review incoming calls and web tips, conduct system research, and disseminate information to ICE field offices. The estimated solicitation release date is October 27, 2025, with an anticipated contract award date of November 26, 2025.
The contract is estimated to be valued between $20 million and $50 million, structured as a firm fixed-price agreement with a performance period from November 26, 2025, to November 25, 2026. CSRs can be located anywhere in the United States and must be available to operate around the clock, every day of the year, with the ability to handle potentially sudden increases in tip volumes based on national events. Key points of contact for this opportunity include Michelle Kelley, Contracting Officer at michelle.d.kelley@ice.dhs.gov, and Colleen J. Flanagan from Homeland Security Investigations, who can be reached at colleen.j.flanagan@hsi.dhs.gov.
Forecast text
The HSITL has a requirement for remote Customer Service Representatives (CSR) to augment current federal staff. Remote CSR’s can be located anywhere within the United States. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
“Tips” are information received alleging criminal or suspicious activity within the Department of Homeland Security (DHS) mission and jurisdiction in the United States and abroad. The tips require review for mission alignment, research to identify corroborative information in government systems, and dissemination to ICE field offices for potential enforcement action. The volume of tips received from the public may increase suddenly based on national events.
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