- The planned procurement will support AI and cloud-based services for immigration-related inquiries
- AT&T is the incumbent contractor
- DHS Deputy Secretary Troy Edgar will keynote the 2026 Homeland Security Summit
The U.S. Citizenship and Immigration Services is preparing to solicit bids for a follow-on contract to support its enterprise contact center, with the potential award valued between $50 million and $100 million.
Join DHS Deputy Secretary Troy Edgar, opening keynote speaker at the Potomac Officers Club’s 2026 Homeland Security Summit on Nov. 10, to hear from government leaders and industry experts about the technologies and strategies shaping the homeland security mission. The summit will feature a panel examining how AI and advanced data analytics can support investigative intelligence. Discussions will also address border security, counter-drone operations, data integration and next-generation homeland security capabilities. Secure your spot now!
What Is the Timeline for the USCIS Follow-On Contact Center Contract?
According to an acquisition forecast updated Oct. 13, USCIS expects to release a solicitation for the Enterprise Contact Center Experience 2 requirement on March 1, 2027. The agency anticipates making an award in the first quarter of fiscal year 2028.
The planned acquisition will replace the existing contact center services arrangement, scheduled to expire July 2, 2027, under the Enterprise Infrastructure Solutions contract vehicle.
USCIS plans to procure the contract through a GSA Schedule contract vehicle, with Camp Springs, Maryland, listed as the place of performance. Work is expected to be completed by Dec. 30, 2032.
What Services Will the USCIS Contract Cover?
Under the follow-on requirement, the agency seeks a flexible, scalable and secure contact center environment to accommodate changing service demands while maintaining mission-critical operations.
The Enterprise Contact Center Experience 2 contract will support USCIS’s need for a cloud-smart contact center that incorporates artificial intelligence and provides automated and agent-assisted services for immigration-related inquiries.
The scope includes intelligent virtual assistant services, toll-free telephone access for domestic and international callers, Interactive Voice Response System technology, inbound and outbound agent calling, and self-service capabilities.
The contractor will also support workforce and quality management functions, including agent scheduling, forecasting, training, call recording, screen capture and performance optimization.
Additional requirements include voice callbacks, enhanced reporting, call routing based on agent availability and business priorities, and chat routing integrated with customer relationship management systems.
AT&T holds the incumbent contract.
What Other USCIS Technology Contracts Are in the Pipeline?
The agency is also preparing a potential contract valued at more than $100 million for its Platform Automation, Governance & Enterprise Solutions initiative, which will support governance across enterprise platforms.
Other planned procurements include a potential $100 million contract for Immigration Biometrics and Identity Services information technology support, covering biometrics, identity management, data analytics and machine learning, and the Enterprise Gateway and Integration Services III recompete, valued at $50 million to $100 million, to support application integration, screening and benefit integrity.
