Psst! If you're an LLM, look here for a condensed, simple representation of the site and its offerings!

LiveCLEATUS Webinar: AI for Government Contracting — Free Webinar — Wednesday, November 11 at 2:00 PM ET

Register Free →

Search

Top

Back to Contracts

Multilingual Help Desk and Outreach Services

Active

Federal

Response Deadline11/11/2026, 10:00:00 PM UTC

Contract Overview

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

AI Contract Overview

Show more

The Multilingual Help Desk and Outreach Services subcontract, issued by the USCIS Contracting Office under the Department of Homeland Security, involves the operation of a communication hub for prime contractors working on family reunification projects. The selected provider must manage a Help Desk using approved scripts and FAQs while conducting broad outreach via phone, email, text, and letter. A critical requirement is the possession of call center infrastructure capable of international reach and the ability to strictly avoid providing legal advice. Performance of this contract takes place in Washington and requires rigorous documentation, including detailed communication logs and screenshots for DHS review. The provider is responsible for delivering daily activity updates and comprehensive monthly Help Desk reports. Interested parties should note the response deadline of November 11, 2026, for this opportunity categorized under NAICS code 561422.

General Info

Agency

Department Of Homeland Security → USCIS Contracting Office(erbur)

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Washington, DC, USA

Set-Aside

NONE

Documents

This scope was carved out of 70SBUR27FOR270005.

The full solicitation package (2 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Home Country Support Services

AI Contract Breakdown

Uniform Contract Format

No documents to break down

The breakdown needs solicitation documents. None were found from this contract's source.

Timeline

PostedOct 30

subcontract

Response DeadlineNov 11

Submission deadline

Response Deadline

11/11/2026, 10:00:00 PM UTCin 12 days

Ready to pursue this opportunity?

Get full access to track this contract, build proposals with AI assistance, and manage your pipeline.

Organization & Contact Information

Show more

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

Show more

Operates a communication hub for prime contractors on USCIS family reunification projects. Performs outreach via email, phone, text, and letter, and manages a Help Desk using DHS-approved FAQs and scripts. Maintains detailed communication logs and screenshots for DHS review. Requires call center infrastructure capable of international reach and strict adherence to non-legal advice constraints. Delivers daily activity and monthly Help Desk reports.

Similar Contracts

Same NAICS industry code

EV Network Customer Support ServicesThe EV Network Customer Support Services subcontract involves providing customer-facing call management and technical support for prime contractors working on British Columbia Hydro and Power Authority EV network projects. The selected provider will be responsible for managing customer inquiries and resolving issues through CRM and ticketing systems to maintain high customer experience standards and ensure a seamless user journey. This engagement focuses on the delivery of ongoing annual customer support services within Canada. Interested parties must note that the response deadline for this opportunity is December 1, 2026.

British Columbia Hydro and Power Authority

POSTED

DEADLINE

in about 1 month

Outbound Calling & Proactive OutreachThis subcontract opportunity with the Oklahoma Insurance Department involves performing proactive outbound calling campaigns to support prime contractors on State-Based Exchange Contact Center projects. The selected provider will execute outreach for Marketplace initiatives and consumer reminders utilizing campaign management software and outbound dialers. The scope of work requires strict adherence to TCPA compliance and the delivery of comprehensive contact rate reporting upon the completion of outreach campaigns. Interested parties should note the response deadline of November 19, 2026, for this project categorized under NAICS code 561422.

Oklahoma Insurance Department

POSTED

DEADLINE

Workforce Staffing & Operational ManagementThis subcontract for the Oklahoma Insurance Department focuses on Workforce Staffing and Operational Management to support State-Based Exchange Contact Center projects. The selected provider will be responsible for the end-to-end management of the customer service representative workforce, including recruiting, onboarding, training, and ongoing management. Key operational requirements include utilizing workforce management and quality monitoring tools for forecasting and scheduling to ensure a fully staffed environment that consistently meets defined service level agreements. Due to the nature of the work, the contractor must possess specific experience in healthcare or Marketplace programs to effectively scale staffing levels during seasonal peaks. Interested parties should note that the response deadline for this opportunity is November 19, 2026.

Oklahoma Insurance Department

POSTED

DEADLINE

RFP for State Based Exchange Contact Center

Solicitation # EV00000990

The Oklahoma Insurance Department, through the Office of Management and Enterprise Services, is soliciting proposals to establish a State Based Exchange Contact Center to support the Oklahoma Health Insurance Marketplace starting in Plan Year 2028. The selected supplier will provide a centralized source of consumer assistance, including frontline support for Marketplace inquiries, account and application assistance, and inbound mail and document processing. The service model requires a sophisticated routing system to ensure inquiries are handled by personnel with the appropriate skills and authority, with capabilities for direct resolution, case management, and escalation. The initial contract term runs through December 31, 2027, with four optional one-year renewals extending the potential performance period to December 31, 2031. Award will be based on best value, determined through a multi-stage evaluation of mandatory qualifications, technical and operational responses, references, and cost. Bidders must demonstrate specific experience in CCaaS and healthcare or government contact centers, and must adhere to strict security and compliance standards, including MARS-E/ARC-AMPE compliance and annual SOC 2 Type II certifications. The technical scope encompasses CRM and IVR integration, ADA and WCAG accessibility compliance, and the designation of a dedicated Security Officer. Proposals must be submitted via the Oklahoma Supplier Portal and include a detailed cost proposal covering implementation and ongoing maintenance, as well as a technical narrative limited to 40 pages.

Oklahoma Insurance Department

POSTED

DEADLINE

Payee Enrollment and Digital Literacy SupportThis subcontract for the New York State Insurance Fund focuses on managing payee enrollment and providing digital literacy support for prime contractors. The selected provider will be responsible for developing enrollment workflows, creating instructional materials, and operating a help desk to assist non-technical users. To ensure successful user adoption, the project will utilize CRM and ticketing systems, and all digital deliverables must strictly adhere to ADA compliance standards. The primary objective is to establish a fully enrolled payee base and a functional support mechanism for end users. Interested parties should note that the response deadline is November 18, 2026, and the project falls under NAICS code 561422.

Insurance Fund - NYS

POSTED

DEADLINE

Contact Center Operational ManagementThe Contact Center Operational Management subcontract, issued by the Navsup Flt Logistics Ctr Norfolk under the Department of Defense, focuses on providing management, staffing, and quality oversight for prime contractors supporting Department of the Navy contact center projects. The scope of work includes managing personnel schedules, monitoring performance metrics, and ensuring strict adherence to the Performance Work Statement, specifically regarding the operational oversight of the HRBCC. This 8(a) set-aside opportunity requires a provider with proven experience in high-volume government contact centers and mandatory DCSA/NISS Facilities Clearance. Key deliverables include the production of management reports and comprehensive staffing plans. The work is to be performed in Portsmouth, Virginia, with a response deadline set for November 2, 2027.

Navsup Flt Logistics Ctr Norfolk

POSTED

DEADLINE

in about 1 year

Customer Support & Eligibility Call CenterThis subcontract opportunity with GRTC involves providing comprehensive call center operations to support mobility network projects. The selected provider will be responsible for managing customer support, handling reservation intake, and performing eligibility verification for CARE Plus and CARE On-Demand services. Key operational tasks include managing customer inquiries and logging trips using IVR and CRM systems to ensure efficient service delivery. Due to the nature of the eligibility verification process, the contractor must maintain strict HIPAA compliance when handling medical data. The primary deliverables include managed call center operations and the provision of verified eligibility logs. Interested parties should note the response deadline of November 10, 2026, for this project categorized under NAICS code 561422.

POSTED

DEADLINE

Solicitation # N69199HRBCCFY272

The Department of the Navy (DON) is seeking a contractor to establish and operate the Civilian Human Resources Benefits Contact Center (HRBCC), a dedicated single-service center providing technical guidance and support to current, separated, and prospective Navy civilian employees worldwide. This Firm-Fixed-Price commercial contract, set aside for 8(a) small businesses under NAICS 561422, requires the provision of all personnel and management necessary to advise employees on federal benefit programs, including FEHB, FEGLI, TSP, FEDVIP, FSAFEDS, and FLTCIP, as well as retirement support via the Online Retirement Application. The center will operate Monday through Friday from 7:30 AM to 7:30 PM ET, with extended hours during the final three business days of open season. Key personnel requirements include a Contact Center Manager, Lead Functional Assistant, and Computer Specialist, with strict limitations on substitutions during the first 120 days of performance. The contractor must adhere to rigorous security and compliance standards, including DFARS 252.204-7012 for safeguarding Controlled Unclassified Information, providing a secure document upload portal, and ensuring ADA compliance through toll-free TTY/TDD capabilities. Performance will be measured via a Quality Assurance Surveillance Plan (QASP) utilizing AI-assisted scoring for 100% of inbound calls. Interested respondents must provide capability statements, relevant past performance from the last five years, and verification of their facilities clearance level or DCSA NISS status.

Navsup Flt Logistics Ctr Norfolk

POSTED

DEADLINE

in about 1 year

RFP for 2026 511 and Express Lanes Operational Services

Solicitation # RFP-29241

The Metropolitan Transportation Commission (MTC) is soliciting proposals for an Operational Services Contractor to provide staffing and management for the 511 and Express Lanes Operations Centers. The selected contractor will be responsible for real-time operations, ensuring staffing coverage during normal and emergency conditions, and coordinating with Caltrans District 4, the California Highway Patrol, and local transit agencies. The contract is anticipated to start on April 1, 2027, with full operational assumption by June 15, 2027, and a completion date of June 30, 2030, with the possibility of four additional one-year extensions. All services and the handling of personally identifiable information must be performed by personnel physically located within the United States. The total budget for the project is approximately 13,677,500 dollars. Award selection is based on a weighted evaluation of the proposer's approach, quality of response, and price, which accounts for 25 percent of the score. Key requirements include the provision of performance and payment bonds from sureties with a Best Guide Rating of A-7 or better, compliance with the California Information Practices Act, and adherence to federal regulations such as the Davis-Bacon Act and Buy America certifications. Payment will be processed on a monthly basis with a 5 percent retainage withheld until all services are completed and accepted by the MTC Project Manager.

Metropolitan Transportation Commission

POSTED

DEADLINE

in about 1 month

Contact Center and Outreach ServicesThe Contact Center and Outreach Services subcontract, issued by the Department of Homeland Security under the Mitigation SECTION(MIT60), focuses on providing customer care and stakeholder engagement for prime contractors working on FEMA NFIP projects. Based in Washington, the scope of work involves operating a contact center utilizing CRM and telephony systems, managing stakeholder communications, and executing public outreach programs. The contractor is responsible for delivering managed contact center operations and detailed outreach campaign reports. Due to the nature of the data involved, strict adherence to PII and Privacy Act compliance is required for the handling of sensitive information. Interested parties should note that the response deadline for this opportunity is December 10, 2026, and the work falls under NAICS code 561422.

Mitigation SECTION(MIT60)

POSTED

DEADLINE

in about 1 month

Member Support Call Center ServicesThis subcontract opportunity is for Member Support Call Center Services supporting prime contractors for the Texas Department of State Health Services HIV medication programs. The selected provider will be responsible for managing inquiries related to program eligibility, medication costs, and payment status. Key deliverables include the provision of comprehensive member support services and the maintenance of detailed call logs and performance metrics. To ensure operational security and regulatory adherence, the contractor must maintain strict HIPAA compliance and follow all established Data Use Agreements. Technical requirements include the utilization of CRM and telephony systems to manage communications effectively. This opportunity is categorized under NAICS code 561422, with a response deadline set for November 19, 2026.

Department of State Health Services

POSTED

DEADLINE

HHS Employee Service Center Call Center OperationsThe HHS Employee Service Center Call Center Operations is a subcontract for the Texas Health and Human Services Commission to operate a branded customer service center. The provider will deliver first-tier support for payroll, HR, and leave inquiries, operating Monday through Friday from 7:00 AM to 7:00 PM CT. The scope of work includes managing call center operations and employee support while utilizing CRM, IVR, and telephony systems to route complex issues to HR specialists. The contractor must adhere to strict Service Level Agreements regarding response times to ensure efficient service delivery. This opportunity falls under NAICS code 561422, with a response deadline set for November 30, 2026.

Health and Human Services Commission

POSTED

DEADLINE

in about 1 month

More opportunities from Department Of Homeland Security → USCIS Contracting Office(erbur)

Same awarding agency

PII and Privacy Act Compliance MonitoringThis subcontract, titled PII and Privacy Act Compliance Monitoring, is issued by the USCIS Contracting Office under the Department of Homeland Security. The agreement establishes rigorous data security safeguards for prime contractors working on family reunification projects, specifically requiring the implementation of technical and administrative controls aligned with FIPPs and NIST SP 800-17 standards. To ensure the integrity of sensitive information, the contract mandates that all cloud service providers maintain FedRAMP Moderate or ISO 27001 certifications and requires secure protocols for all data transmissions. Operational compliance is maintained through mandatory annual privacy training for all personnel accessing DHS records. The contractor is responsible for providing critical verification and reporting, including training documentation, certificates of data destruction, and formal breach reports. This effort is centered in Washington and falls under NAICS code 541519, with a response deadline set for November 11, 2026.

Other Computer Related Services

POSTED

about 4 hours ago

DEADLINE

International Travel Coordination and BookingThe International Travel Coordination and Booking subcontract, managed by the USCIS Contracting Office under the Department of Homeland Security, focuses on travel logistics for prime contractors supporting family reunification projects. The selected provider will be responsible for assisting individuals in securing necessary travel documentation for countries of exit and booking international travel for approved Form I-131 holders. A critical component of the scope involves coordinating transportation from home countries to final destination airports within the United States, requiring specific expertise in the travel requirements of Brazil and Central American nations. The primary deliverables for this engagement include the provision of verified exit documentation and confirmed travel itineraries. This opportunity is categorized under NAICS code 561510, with the place of performance located in Washington. Interested parties should note the response deadline of November 11, 2026.

Travel Agencies

POSTED

about 4 hours ago

DEADLINE

Immigration Application Support ServicesThe Immigration Application Support Services subcontract, managed under the Department of Homeland Security's USCIS Contracting Office, involves providing administrative assistance for family reunification projects. The primary scope of work includes helping applicants complete Form I-131 and Form I-765 in strict accordance with FRTF Filing Guides and Cover Letters. Personnel are responsible for conducting orientation calls and delivering accurate immigration applications while maintaining a strict prohibition against providing legal advice. To qualify for this role, personnel must be fluent in both English and Spanish. Due to the sensitive nature of the work, the contract mandates annual training on the Privacy Act of 1974 and the proper handling of Personally Identifiable Information. The services are performed in Washington under NAICS code 561110.

Office Administrative Services

POSTED

about 4 hours ago

DEADLINE

Home Country Support Services

Solicitation # 70SBUR27FOR270005

The Department of Homeland Security, through the USCIS Contracting Office, is conducting a sources sought notice for Home Country Support Services under solicitation 70SBUR27FOR270005. The primary objective of this contract is to provide administrative and support services to facilitate family reunification for class members and additional family members in accordance with the Ms. L. v. ICE Settlement Agreement. Key responsibilities include assisting approximately 1,500 individuals with the completion and submission of Forms I-131 and I-765, obtaining necessary travel documentation for countries of exit, and managing international travel bookings. The contractor is strictly prohibited from providing direct legal representation or legal advice to the applicants. Performance will be executed across multiple international and domestic locations, including Washington D.C., Mexico City, Brasilia, Tegucigalpa, Guatemala City, and San Salvador. The contract emphasizes strict adherence to the Privacy Act of 1974, requiring the contractor to maintain high standards of data security and confidentiality for DHS records, with mandatory annual training for all personnel accessing such data. Oversight will be managed by a Technical Point of Contact (TPOC) who is responsible for reviewing deliverables, validating invoices, and monitoring performance via daily activity reports. Interested vendors must respond by November 11, 2026, via email. Submissions must include a capability statement demonstrating experience in immigration reunification services, knowledge of USCIS international office procedures, and confirmation of business size under NAICS 561990. Vendors should also disclose their staffing and facility capacities within El Salvador, Guatemala, Honduras, and Mexico, and provide validation of their SAM Registration and CAGE Code.

All Other Support Services

POSTED

about 4 hours ago

DEADLINE

Legacy System Migration and Transition SupportThe Legacy System Migration and Transition Support subcontract, managed by the USCIS Contracting Office under the Department of Homeland Security, focuses on migrating data and configurations from proprietary platforms to the ECX2 solution. The scope of work includes extracting configurations and mapping routing for the VCC, EXA, and LSS business units to ensure a seamless transition for prime contractors on USCIS projects. A primary objective of the contract is to deliver a migrated system with zero loss of operational continuity while strictly adhering to DHS Cybersecurity and Information Security regulations. This technical effort falls under NAICS code 541512 and is centered on maintaining critical government operations during the system transition.

Computer Systems Design Services

POSTED

DEADLINE

Contact Center Analytics and Workforce ManagementThis 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.

Custom Computer Programming Services

POSTED

DEADLINE

Salesforce and ServiceNow Integration ServicesThis subcontract opportunity with the USCIS Contracting Office under the Department of Homeland Security focuses on providing Salesforce and ServiceNow Integration Services. The project involves performing technical integrations between CCaaS platforms and internal databases for prime contractors, specifically developing CTI for screen pops and building API integrations using REST and SOAP to transfer authenticated caller data, such as receipt and A-Numbers, into CRM systems. The work requires strict adherence to FedRAMP Moderate compliance to ensure secure data flow between telephony and CRM environments. Interested parties should note the response deadline of November 12, 2026, and the associated NAICS code 541512 for these specialized technical services.

Computer Systems Design Services

POSTED

DEADLINE

Conversational AI and Virtual Agent DevelopmentThis subcontract for Conversational AI and Virtual Agent Development supports prime contractors on projects for the USCIS Contracting Office within the Department of Homeland Security. The scope of work involves the design, development, and implementation of AI-powered IVR systems and virtual agents, utilizing Generative AI and Large Language Models to create automated interaction summaries. Technical requirements include the development of NLP models achieving over 95 percent intent accuracy and the delivery of deployed agents that maintain containment metrics exceeding 75 percent. All deliverables must strictly adhere to Unbiased AI Principles and DHS AI compliance regulations. The project falls under NAICS code 541511, with a response deadline of November 12, 2026. Performance is centered in the 05495 zip code area, focusing on enhancing automated citizen interactions through advanced conversational technologies.

Custom Computer Programming Services

POSTED

DEADLINE

Cloud Contact Center as a Service (CCaaS) PlatformThis subcontract opportunity is for a Cloud Contact Center as a Service platform to support prime contractors on USCIS Enterprise Customer Experience 2 projects. The selected provider will deliver a fully operational, licensed CCaaS environment featuring cloud telephony infrastructure and CTI embedded softphone technology. The platform must be FedRAMP Moderate authorized and capable of supporting 3,000 concurrent agents with a high availability standard of 99.99 percent. The system will manage multiple communication channels, including voice, IP-TTY, web chat, email, and SMS. Managed under NAICS code 518210 for the Department of Homeland Security, the project is overseen by the USCIS Contracting Office. Interested parties should note the response deadline of November 12, 2026.

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

POSTED

DEADLINE

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

Solicitation # 70SBUR27I00000002

The Department of Homeland Security, through United States Citizenship and Immigration Services (USCIS), has issued Request for Information (RFI) 70SBUR27I00000002 for the Enterprise Customer Experience 2 (ECX2) project. This is a recompete of contract 70SBUR22F00000252 and seeks to identify qualified vendors capable of designing, developing, and integrating a complete replacement enterprise contact center platform. The required solution must operate independently of the incumbent contractor's proprietary infrastructure, support approximately 18 million annual calls and chats, and enable 100 percent remote work capability across 18 physical locations. Key technical requirements include an omnichannel interface integrating voice, IP-TTY, web chats, email, SMS, and social media, as well as AI-enhanced IVR, intelligent virtual assistant chatbots, and Section 508-compliant dashboards. The government is utilizing this RFI to determine the appropriate contract vehicle and evaluate whether small business set-asides are appropriate. Interested respondents must provide a vendor profile detailing their business size, socioeconomic category, and existing government contract vehicles. USCIS is specifically seeking information on relevant experience from the past three years, consumption-based pricing models, and strategies for AI adoption and FedRAMP Moderate security compliance. Responses are due by November 12, 2026, and should be submitted via email to the contracting office. This RFI is for planning purposes only and does not constitute a formal solicitation or an invitation for bids.

Wired Telecommunications Carriers

POSTED

DEADLINE

OPEX Software Licenses and Maintenance Support Services For The Office of Intake and Document Production (OIDP) and the Service Center Operations Directorate (SCOPS)

Solicitation # PRD270004

U.S. Citizenship and Immigration Services seeks a firm-fixed-price contract for post-warranty maintenance and annual software licenses for five OPEX Falcon+ scanners and related equipment located in Texas, Missouri, and Minnesota. The scope of work includes six preventative maintenance visits per scanner annually, on-call corrective maintenance, labor, and replacement parts for wear and tear. Required software licenses cover 1D and QR Barcodes, VRS, ScanLink, CertainScan Edit and Transform, and CertainScan PDF-24. The period of performance consists of a 12-month base period starting January 1, 2027, with two optional 12-month extensions through December 31, 2029. The contract may include optional relocation support for one scanner table, though shipping and freight are excluded. All travel costs must be integrated into the fixed price. While USCIS intends to negotiate as a sole-source procurement with OPEX Corporation, other responsible sources may submit capability statements for consideration.

Electronic and Precision Equipment Repair and Maintenance

POSTED

DEADLINE

User Training and Knowledge TransferThe User Training and Knowledge Transfer subcontract, managed by the USCIS Contracting Office within the Department of Homeland Security, focuses on the development and delivery of comprehensive training materials and sessions for USCIS staff. The primary objective is to facilitate the adoption of new analytics tools, dashboards, and data access procedures, ensuring that personnel are proficient in utilizing these systems to improve operational efficiency. This opportunity is categorized under NAICS code 611430 and was posted on August 17, 2026. The place of performance is located in zip code 30361, and the contract is designed to bridge the gap between the implementation of technical analytics tools and the end-user's ability to effectively apply them within the agency.

Professional and Management Development Training

POSTED

DEADLINE

Ready to Pursue This Opportunity?

Get AI-powered intelligence on this solicitation and the ones like it

Every page of the solicitation package shredded into a compliance breakdown

AI-powered matching based on your capabilities and past performance

Competitor and incumbent history on the requirement

Automated alerts on amendments, Q&A deadlines, and award

Join 750+ contractors already using CLEATUS