Contact Center Tier 1 (CCT1) Support

The United States Citizenship and Immigration Services under the Department of Homeland Security is forecasting a contract to procure Tier 1 Contact Center support services designed to manage inbound and outbound customer interactions via phone, web chat, and webform/email channels. The contractor will be responsible for operating a multifaceted contact center that integrates interactive voice response and artificial intelligence technologies alongside human agents to assist the public with citizenship and immigration inquiries. A critical requirement is the provision of sufficient bilingual staff capable of delivering services in multiple languages to meet the diverse linguistic needs of the public. The contractor must work collaboratively with USCIS and other supporting contractors to continuously enhance the efficiency and effectiveness of contact center operations. The contract is anticipated to be released for solicitation in mid-2026, with an estimated award date and performance period to follow, though exact timelines remain subject to change. The North American Industry Classification System code for this requirement is 561422, indicating it falls under administrative management and general management services. There is no set-aside for small businesses or other categories. Primary point of contact is Tiffany Vezina, with David Hershey as the alternate, and Scott Stewart serving as the Small Business Specialist. All communications and submissions must align with the official channels provided, and the requirement was previously open for industry feedback through a request for information posted on SAM.gov in early 2025, with responses due in April of that year.