Customer Service Operations (CS-Ops)

This contract supports the Immigration and Customs Enforcement Office of Financial Management in delivering high-quality Customer Service Operations to ensure efficient and effective operations across DHS Customer Components, internal ICE stakeholders, and leadership. The primary focus is on producing accurate, insightful reports, analyses, and briefings grounded in sound methodologies to inform decision-making and drive operational excellence. Success is measured by the ability to build and maintain a strong reputation through timely and high-quality deliverables, active collaboration with stakeholders, proactive responses to feedback, and consistent, clear communication that reinforces trust and reliability. The effort also emphasizes resilience and adaptability, requiring thoughtful planning and preparedness to mitigate disruptions and ensure continuity of service during unforeseen circumstances. The work is performed in Washington, District of Columbia, and is set aside for small businesses under NAICS code 541611. Point of contact for inquiries includes Abeer Saleh and Valerie Phillips, with Samuel Thompson serving as the Small Business Specialist to assist small business participation. The solicitation is part of a forecasted opportunity under the Department of Homeland Security, with no formal solicitation number yet issued.