Customer Service Operations (CS-Ops)

The contract supports the Immigration and Customs Enforcement (ICE) Office of Financial Management in delivering efficient and effective customer service operations to various DHS components, internal ICE stakeholders, and ICE leadership. The focus lies on producing accurate and insightful reports, studies, analyses, and briefings using sound methodologies, while fostering a strong reputation through timely, quality deliverables, proactive innovation, and clear communication. Additionally, the contract emphasizes resilience and adaptability to minimize disruptions caused by unforeseen events, ensuring continuous support for program stakeholders. Set aside for small businesses under NAICS code 541611, this requirement involves work primarily performed in Washington, D.C. The initiative seeks to improve stakeholder satisfaction internally and externally by addressing concerns collaboratively. Key contacts include Valerie Phillips and Kenneth Thoms, with Samuel Thompson serving as the Small Business Specialist. The overall goal is to maintain compliance with applicable laws and policies while enhancing the operational effectiveness of ICE’s customer service functions.