DHS USCIS - Technical Writing Services - Market Research

The Department of Homeland Security (DHS), in collaboration with the General Services Administration (GSA), is seeking to acquire technical writing services to enhance the documentation for its Electronic Benefits System (EBS) Training Branch. This initiative aims to support the mission-critical systems, namely the Electronic Immigration System (ELIS) and Benefits Hub, by providing high-quality training materials. The overarching goal is to empower system users to navigate these systems efficiently and perform essential case management tasks with ease.

The scope of work involves developing, maintaining, and improving user manuals and quick reference guides (QRGs) that align with system updates and user needs. The contractor will be responsible for creating documentation that enhances operational efficiency while minimizing user errors. This will include comprehensive user manuals with step-by-step instructions, visual aids, troubleshooting guides, and QRGs for high-frequency tasks. All documentation must comply with federal guidelines, plain language principles, and agency branding requirements.

Contractors are expected to provide experienced technical writers proficient in software documentation, 508 compliance, and plain language principles. They must utilize modern tools for developing and maintaining documentation while establishing structured processes for drafting and updating materials in collaboration with subject matter experts (SMEs). The deliverables should optimize accessibility through digital formats compatible with the agency's platforms.

Through this solicitation, DHS seeks performance-based services that meet or exceed its requirements for technical documentation. The contractor will implement effective project management processes to ensure regular progress reporting and timely delivery of milestones. Additionally, a version control system will be established to maintain consistency in documentation updates while fostering effective communication between the contractor and agency stakeholders.