This Sources Sought opportunity from Department Of Homeland Security was posted on October 22, 2025. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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USCIS Contact Center Tier 1 (CCT1)

Closed

70SBUR25I00000003-V2Federal

Submission Closed10/20/2025, 04:00:00 PM EDT

Contract Overview

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

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NAICS: 561422

New

SLED

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Health Care Finance (DHCF)

POSTED

DEADLINE

RFP-758-2700000097-2 | Contact Center as a Service RFP

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Solicitation # dd5560b1-03dc-4c5a-bdc9-2cf1a98cf7bc

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Request for Information City of Detroit Housing Resources Helpline

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Customer Contact and Appointment Scheduling ServicesThis subcontract for Customer Contact and Appointment Scheduling Services supports prime contractors working on Thames Water Utilities Limited facility projects. The scope of work involves comprehensive planning, customer outreach, and the booking of installation appointments. The service provider is responsible for managing all customer interactions and scheduling through the use of CRM software and workforce management systems, which must include the provision of live job status APIs to ensure real-time data accuracy. The primary deliverables are confirmed installation appointments and consistently updated job status data. Due to the nature of customer interaction and data handling, strict adherence to GDPR compliance is required. This engagement is categorized under NAICS code 561422 and is focused on streamlining the coordination between prime contractors and end customers to ensure efficient project execution.

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Customer Service Representative (CSR) and Supervisory StaffingThis subcontract focuses on providing comprehensive consumer-facing call center operations to support prime contractors on Maryland Health Benefit Exchange projects. The scope of work includes supplying Customer Service Representatives, Team Leads, and Supervisors to manage high-volume inquiries through phone, live chat, and secure messaging. Key operational requirements include maintaining a 15-minute average handle time, providing bilingual support, and strictly adhering to established problem escalation procedures. The contract emphasizes scalability to accommodate the increased traffic typical of the Open Enrollment period from November 1 through January 15. The selected provider will be responsible for delivering handled interactions and meeting specific operational metrics. Interested parties should note the response deadline of December 17, 2026, for this Maryland-based opportunity categorized under NAICS code 561422.

POSTED

9 days ago

DEADLINE

in about 1 month

General Info

Agency

Department Of Homeland Security → USCIS Contracting Office(erbur)

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Set-Aside

NONE

Documents

rfi

High

rfi

Low

q-and-a

Low

AI Contract Breakdown

Uniform Contract Format

Timeline

2 updates

PhaseClosed

PostedSep 2

Sources Sought

Notice updatedOct 20

The notice description changed. The point of contact changed.

Response DeadlineOct 20

Deadline has passed

Notice updatedOct 22

The notice description changed.

Submission Closed

10/20/2025, 04:00:00 PM EDT

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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

Way Goodman Senior Contract Specialist

contact@example.gov

David Hershey Contracting Officer

contact@example.gov

Full Description

****10/22/2025 UPDATE****

We wanted to inform you of a change regarding our upcoming Industry Day for USCIS Contact Center Tier 1 (CCT1). To ensure the scope of the requirement is fully established and clearly defined, we will be postponing the event, including all breakout sessions, to a later date.

We sincerely apologize for any inconvenience this may cause and appreciate your understanding as we take the necessary steps to ensure the event provides the most meaningful and productive engagement for all participants. We are actively working to finalize the details and will share updated information, including the new date and time via SAM.gov, as soon as possible.

Thank you for your continued interest in CCT1, and we look forward to connecting with you at the rescheduled Industry Day.

****10/20/2025 UPDATE****

Due to the ongoing government shutdown and associated travel restrictions, we regret to inform you that our planned in-person Industry Day event for USCIS Contact Center Tier 1 (CCT1) will no longer take place as scheduled. To ensure continuity and maintain engagement, we will transition the event to a virtual format via Microsoft Teams. This change will allow us to proceed with the event while adhering to current restrictions.

Additionally, all breakout sessions will now be conducted virtually. We are currently in the process of scheduling these sessions and will provide further details, including day and time as soon as they are finalized.

Please find the updated details below:

Date: October 28, 2025

Time: 9:00am EST – 2:00pm EST

Platform: Microsoft Teams

We will share the Teams meeting link and any additional instructions closer to the event date. If you have any questions or concerns, please do not hesitate to reach out to myself, Contract Specialist Way Goodman at contact@example.gov and Contracting Officer David Hershey at contact@example.gov.

We appreciate your understanding and flexibility during this time and look forward to connecting with you virtually.

****10/08/2025 UPDATE**** USCIS is hosting an industry day for this requirement in person on 10/28/2025 at 5900 Capital Gateway Drive, Camp Springs, MD 20746 from 9:00am EST - 2:00pm EST. USCIS will also host break out sessions with interested vendors on 10/28/2025 from 2:30pm EST - 4:30pm EST. Additional break out sessions will be held on 10/30/2025 from 9:00am EST - 4:00pm EST. If you are interested in attending the industry day in person, please RSVP to Contract Specialist: Way Goodman at contact@example.gov and Contracting Officer David Hershey at contact@example.gov. by COB 10/17/2025. If you are interested in having a breakout session with the procurement team, please email the Contract Specialist and Contracing Officer listed above with your most recent experience dealing with large call centers.

United States Citizenship and Immigration Services (USCIS) is issuing this Sources Sought - Request for Information (SS-RFI) notice to provide interested vendors with a draft Statement of Objectives (SOO) for Tier 1 level support for the USCIS Contact Center, which assists the public with information on immigration related services and benefits. The purpose of this RFI is to obtain industry insight, suggestions, and examples regarding how USCIS can scale down human operations and ramp up cost-saving technologies, tools, and automation. This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations.