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Contact Center Tier 1 (CCT1) Support

Active
Federal

Contract Overview

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

AI Contract Overview

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The United States Citizenship and Immigration Services, under the Department of Homeland Security, is seeking a contractor to provide Contact Center Tier 1 support. The selected provider will manage inbound and outbound communications across multiple channels, including voice, chat, webforms, and email, utilizing a combination of IVR and IVA technologies. A primary requirement is the provision of sufficient bilingual operational staff to assist customers with citizenship and immigration inquiries while collaborating with USCIS and other contractors to enhance overall operations. This opportunity is categorized as a small business set-aside under NAICS code 561422. General Dynamics Information Technology, Inc. is the incumbent contractor. The project has undergone several scheduling updates, with the most recent revisions affecting the solicitation release date, period of performance, and points of contact. Interested parties can coordinate with Nicole Russo or David Hershey regarding this forecast.

General Info

USCIS seeks a small business contractor for bilingual Tier 1 Contact Center support.

Agency

Department of Homeland Security → United States Citizenship And Immigration Services

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Not specified

Set-Aside

SBA

Documents

0

No documents available

Documents will appear here when they are available.

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Timeline

1 update
Notice updated

Set-aside changed from None to SB. The notice description changed. The point of contact changed.

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Organization & Contact Information

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AgencyDepartment of Homeland Security → United States Citizenship And Immigration Services
Contacts3 people available
OfficeN/A
Organization / AgencyDepartment of Homeland Security → United States Citizenship And Immigration Services
Office AddressN/A
Contacts
Nicole Russo
contact@example.gov
+1 (555) 000-0000
David Hershey
contact@example.gov
+1 (555) 000-0000
Scott StewartSmall Business Specialist/APFS Coordinator
contact@example.gov
+1 (555) 000-0000

Full Description

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***Updated 10/19/2026: Estimated Solicitation release date. COR, and changed POP to ***Updated 07/15/2026: Estimated Solicitation release date ***Update, 01/08/2026: Updated anticipated Solicitation Release Date, Estimated Contract Award Date, Estimated Period of Performance Start Date, Fiscal Year, and Estimated Contract End Date. ***Update, 9/16/2025: Updated the Estimated Solicitation Release Date. ***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.

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