This Government Contract opportunity from Department Of Homeland Security was posted on August 7, 2023. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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USCIS Contact Center Assessment

Awarded

70SBUR23Q00000044Federal

Submission Closed07/31/2023, 12:00:00 AM UTC

Contract Overview

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

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AI Contract Overview

The USCIS Contact Center Assessment is a solicitation issued by the Department of Homeland Security's USCIS Contracting Office for the procurement of virtual focus groups. This contract is specifically set aside for Women-Owned Small Businesses under NAICS code 541910. The performance of the contract is based on a Performance Work Statement and is structured with a base period and four subsequent option periods. The financial structure of the agreement utilizes Firm Fixed Pricing for the base requirement and multiple option line items. Performance will take place in Camp Springs, Maryland. The procurement process included a formal request for quotations and a question-and-answer period to clarify evaluation factors and self-certification requirements for eligible small businesses.

General Info

Agency

Department Of Homeland Security → USCIS Contracting Office(erbur)

Contract Value

$49,502.25

NAICS

541910 - Marketing Research and Public Opinion Polling

Place of Performance

Camp Springs, MD, 20588, USA

Set-Aside

WOSB

Awardee

SCHATZ PUBLISHING GROUP, LLC

Award Issued Date

08/01/2023, 12:00:00 AM UTC

Documents

705BUR23Q00000044 Q&A - USCIS Contact Center Assessment

q-and-a

High

70SBUR23Q00000044 - Virtual Focus Groups

rfq

High

AI Contract Breakdown

Uniform Contract Format

Contract not broken down yet

CLEATUS splits the solicitation into Uniform Contract Format (UCF) sections: scope, pricing, deliverables, and evaluation criteria.

Timeline

2 updates

PhaseAwarded

PostedFeb 8

Combined Synopsis

Notice updatedFeb 23

The notice description changed.

Notice updatedMay 4

Notice details unchanged. Attachments may have changed.

AwardedAug 1

Contract was awarded

Submission Closed

07/31/2023, 12:00:00 AM UTC

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Organization & Contact Information

AgencyDepartment Of Homeland Security → USCIS Contracting Office(erbur)

Contacts2 people available

OfficeWilliston, VT, 05495, USA

Organization / AgencyDepartment Of Homeland Security → USCIS Contracting Office(erbur)

Office AddressWilliston, VT, 05495, USA

Contacts

Sandra Cleveland

Bruce Helms

Full Description

02/23/2023 - Posting Answers to Questions Received. These answers do not cause any change to the soliciation or the quote due date and time. See 70SBUR23Q00000044 Q_As.pdf. The External Affairs Directorate (EXA) mission is to ensure that USCIS conveys unified, timely, and accurate messaging to our workforce and external stakeholders. Through public outreach, online tools, digital access, and educational resources, we increase understanding of immigration, promote the importance of U.S. Citizenship, and enhance the experience for all we serve at USCIS. Most of this service is done through the USCIS Contact Center (UCC) and the 1-800 number system for USCIS. The 1-800 line provides the general public with prompt and accurate information to their telephonic inquiries regarding immigration laws and benefits. The UCC 1-800 number receives more than 1 million telephonic inquiries a month. When a Respondent/Stakeholder calls the UCC 1-800 number, the call goes directly to an Interactive Voice Response (IVR) system, which is available in English and Spanish. Roughly 6 million calls are escalated from the IVR to the Tier 1 Contact Center. If the Respondent/Stakeholder cannot receive resolution to their inquiry through the IVR, the Respondent/Stakeholder can request to speak to a live Tier 1 contracted Information Specialist (IS) at a Tier 1 location. After speaking to an IS, if the Respondent/Stakeholder requires additional support or has a unique and complex scenario, the IS will transfer the call to an Immigration Services Officer (ISO) at a USCIS Contact Center, roughly 1.2 million of all calls received by Tier 1 ISs are transferred to Tier 2 ISOs. In this second line of support, ISOs who are USCIS federal employees have an extensive immigration law background, provide more case specific information and resolution to Respondents/Stakeholders inquiries. Tier 2 Contact Center ISOs are located in Contact Center East, Contact Center West, and Contact Center Mid-west. This requirement is to assess contact center interactions by conducting focus groups which include asking questions about: - USCIS Telephone Contact Center - USCIS Website Services: myUSCIS (Help Center, EMO, and Account Experience) - Visits to USCIS Local Offices - USCIS Military Help Line - USCIS multilingual outreach services - Perception of the immigration process - Reasons for which participants are personally planning or not planning to apply for specific benefits (e.g., naturalization) - The immigration process and experience - Understanding of information (e.g., Public Charge) - Stakeholder Online Tools (such as USCIS Interactive Virtual Assistant - Emma, myUSCIS, Live Agent Chat, and others)