USCIS Contact Center Tier 1 Support Services

Background
The 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.

This center assists the public with information on immigration-related services and benefits. The goal of this RFI is to engage early with potential vendors, gather feedback on the acquisition strategy, and identify capable vendors. The USCIS Contact Center operates under the External Affairs Directorate within the Department of Homeland Security (DHS) and is classified as a High-Impact Service Provider as per Executive Order 14058.

Work Details
The contract aims to provide Tier 1 support for immigration-related inquiries through various channels including phone, chat, and secure messaging. Key tasks include:
- Handling approximately 500,000 to 600,000 monthly inquiries across multiple communication channels (phone, chat, email, web forms).
- Providing bilingual support in both English and Spanish.
- Utilizing USCIS provided cloud-based VOIP systems for telephony.
- Implementing an omnichannel contact center approach to respond to inquiries effectively.
- Managing a scalable workforce to adapt to fluctuating inquiry volumes due to seasonal changes or policy updates.
- Developing and executing a quarterly process improvement plan focusing on automation and enhancing customer experience.
- Ensuring compliance with privacy and security standards as outlined in applicable documents.
- Conducting training sessions for staff on USCIS policies and procedures.

Period of Performance
The contract will have a base period of performance of one year with four additional one-year option periods.

Place of Performance
Services will be performed at contractor facilities located within the continental U.S., Alaska, Hawaii, and Puerto Rico.