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Contact Center Analytics and Workforce Management

Active

Federal

Response Deadline11/12/2026, 01:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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This subcontract opportunity with the USCIS Contracting Office under the Department of Homeland Security focuses on the supply and configuration of workforce management, quality assurance, and interaction reporting tools. The project involves implementing analytics dashboards and QA monitoring systems to support 3,000 agents working for prime contractors on USCIS projects. The primary objective is to deliver a fully operational WFM and Analytics suite that enhances agent scheduling and performance tracking. The contract requires strict adherence to FedRAMP Moderate compliance standards to ensure data security and regulatory alignment. Classified under NAICS code 541511, the engagement is centered on providing specialized software and configuration services. Interested parties should note the response deadline of November 12, 2026, for this technical implementation project.

General Info

USCIS subcontract for FedRAMP compliant workforce management and analytics tools by November 12, 2026.

Agency

Department Of Homeland Security → USCIS Contracting Office(erbur)

NAICS

541511 - Custom Computer Programming Services

Place of Performance

VT, 05495, USA

Set-Aside

NONE

Documents

This scope was carved out of 70SBUR27I00000002.

The full solicitation package (1 document), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Enterprise Customer Experience 2 (ECX) 2 - Request for Information (RFI)

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Timeline

PostedOct 28

subcontract

Response DeadlineNov 12

Submission deadline

Response Deadline

11/12/2026, 01:00:00 PM UTCin 14 days

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Organization & Contact Information

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AgencyDepartment Of Homeland Security → USCIS Contracting Office(erbur)

ContactsNo contacts available

OfficeN/A

Organization / AgencyDepartment Of Homeland Security → USCIS Contracting Office(erbur)

Office AddressN/A

ContactsNo contact information available

Full Description

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Supplies and configures agent scheduling, quality assurance, and interaction reporting tools for prime contractors on USCIS projects. Implements workforce management (WFM) tools, analytics dashboards, and QA monitoring for 3,000 agents. Requires FedRAMP Moderate compliance. Delivers an operational WFM and Analytics suite.

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