USCIS to Seek Contractor for Contact Center Tier 1 Requirements

The U.S. Citizenship and Immigration Services of the Department of Homeland Security plans to solicit support services to operate Tier 1 of a multi-level Contact Center Operation.

According to a post on the Acquisition Planning Forecast System, the Contact Center Tier 1 requirements include supporting inbound and outbound calls, chats and webform/email inquiries and the contract for it could be valued at over $100 million over a five-year period.

The selected contractor is expected to use a combination of IVR/IVA, web and voice channels to provide USCIS customers with citizenship and immigration related information, and deploy bilingual operational staff responsible for supporting Contact Center Tier 1 interactions and working with the agency and other contractors on enhancing center operations.

A solicitation for the contract is estimated to be released in 2025, while an award is anticipated to be announced in the third quarter of fiscal year 2026. Work will run through August 2031.

General Dynamics‘ (NYSE: GD) information technology business is the incumbent contractor tasked to assist the DHS agency in operating the contact center for immigration-related inquiries.

GDIT provides USCIS with Tier 0 and Tier 1 level support under a five-year, $219 million contract awarded in 2021.

Keen on learning more about DHS efforts? Register here to join the Potomac Officers Club’s 2024 Homeland Security Summit on Nov. 13, and hear insights from government and industry leaders headlining the event.