Contact Center Tier 1 (CCT1) Support
Type: Forecast • Source ID: *F2024068175
Overview
Description
***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.
Est. Value
>$100,000,000
Est. Award Date
7/10/2026
Future Opp
Source Est. Solicitation Date
1/5/2026
Set Aside
None
Pricing
Firm Fixed Price
Forecast Type
Follow-On To Existing Contract
Place of Performance
Multiple, NA USA
Forecast Source
Citizen and Immigration Services is forecasted to issue a recompete procurement for Contact Center Tier 1 (CCT1) Support around 7/10/2026.
Agency
Source Level 1 Agency
Department of Homeland Security
Source Level 2 Agency
USCIS
Incumbent
Incumbent
Award ID
Potential Value
$242,225,722.79
Period of Performance
8/13/21
-
8/12/26
Contacts
Point of Contact
Tiffany Vezina Profile
Point of Contact Email
Point of Contact Phone
(802) 793-4217
Potential Bidders and Partners
Similar Active Opportunities
Additional Detail
Date Published
9/16/25
Date Modified
9/16/25
Source Est. Period of Performance Start
8/13/26
Source Est. Period of Performance End
8/12/31
Source Forecast ID
*F2024068175