| Previous Published Date |
05/01/2025 |
06/05/2025 |
June 30, 2025 |
| Published Date |
06/05/2025 |
06/30/2025 |
June 30, 2025 |
| Last Updated Date |
06/05/2025 |
06/30/2025 |
June 30, 2025 |
| Alternate Contact Email |
[email protected] |
[email protected] |
June 30, 2025 |
| Alternate Contact Phone |
(802) 288-7930 |
(208) 321-3220 |
June 30, 2025 |
| Alternate Contact Last Name |
Shinney |
Hershey |
June 30, 2025 |
| Alternate Contact First Name |
Mary |
David |
June 30, 2025 |
| Requirement |
***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. ***Market research for this effort is paused as the agency is determining the need for this service in the future. This acquisition could be canceled, descoped, or changed.*** |
***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. ***Market research for this effort is paused as the agency is determining the need for this service in the future. This acquisition could be canceled, descoped, or changed.*** |
June 30, 2025 |
| Previous Published Date |
03/06/2025 |
05/01/2025 |
June 5, 2025 |
| Published Date |
05/01/2025 |
06/05/2025 |
June 5, 2025 |
| Last Updated Date |
05/01/2025 |
06/05/2025 |
June 5, 2025 |
| Requirement |
***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. USCIS supports telework and provides the government furnished equipment for this award. Market research is ongoing and an acquisition strategy is still to be determined. |
***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. ***Market research for this effort is paused as the agency is determining the need for this service in the future. This acquisition could be canceled, descoped, or changed.*** |
June 5, 2025 |
| Award Quarter |
Q3 2026 |
Q4 2026 |
June 5, 2025 |
| Previous Published Date |
12/11/2024 |
03/06/2025 |
May 1, 2025 |
| Published Date |
03/06/2025 |
05/01/2025 |
May 1, 2025 |
| Last Updated Date |
03/06/2025 |
05/01/2025 |
May 1, 2025 |
| Requirement |
***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. USCIS supports telework and provides the government furnished equipment for this award. Market research is ongoing and an acquisition strategy is still to be determined. |
***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. USCIS supports telework and provides the government furnished equipment for this award. Market research is ongoing and an acquisition strategy is still to be determined. |
May 1, 2025 |
| Previous Published Date |
09/17/2024 |
12/11/2024 |
March 6, 2025 |
| Published Date |
12/11/2024 |
03/06/2025 |
March 6, 2025 |
| Last Updated Date |
12/11/2024 |
03/06/2025 |
March 6, 2025 |
| Requirement |
***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. USCIS supports telework and provides the government furnished equipment for this award. Market research is ongoing and an acquisition strategy is still to be determined. |
***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. USCIS supports telework and provides the government furnished equipment for this award. Market research is ongoing and an acquisition strategy is still to be determined. |
March 6, 2025 |
| Requirements Title |
Contact Center Tier 1 (CCT1) |
Contact Center Tier 1 (CCT1) Support |
March 6, 2025 |
| Previous Published Date |
None |
09/17/2024 |
Dec. 11, 2024 |
| Published Date |
09/17/2024 |
12/11/2024 |
Dec. 11, 2024 |
| Last Updated Date |
09/17/2024 |
12/11/2024 |
Dec. 11, 2024 |
| Alternate Contact Email |
[email protected] |
[email protected] |
Dec. 11, 2024 |
| Alternate Contact Phone |
(802) 288-7921 |
(802) 288-7930 |
Dec. 11, 2024 |
| Alternate Contact Last Name |
Helms |
Shinney |
Dec. 11, 2024 |
| Alternate Contact First Name |
Bruce |
Mary |
Dec. 11, 2024 |
| Place Of Performance City |
multiple |
Multiple |
Dec. 11, 2024 |
| Requirement |
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. USCIS supports telework and provides the government furnished equipment for this award. |
***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. USCIS supports telework and provides the government furnished equipment for this award. Market research is ongoing and an acquisition strategy is still to be determined. |
Dec. 11, 2024 |
