About this opportunity
AI summaryUnited States Citizenship and Immigration Services is conducting market research to identify vendors capable of providing modern, adaptive omnichannel contact center operations for the Enterprise Customer Experience 2 requirement. The scope includes delivering AI-driven self-service and multichannel customer support handling approximately 15 million calls annually with up to 2,000 live agents, alongside workforce management, analytics, intelligent call routing, dedicated program management, and FedRAMP Moderate compliance. Both large and small businesses holding existing government vehicles or operating off-vehicle may submit responses to inform the buyer's acquisition strategy and small business set-aside decisions. Interested vendors must email a PDF response of no more than seven pages to Contract Specialist Brittany Willette at [email protected] by November 12, 2026, at 8:00 am ET. The period of performance and contract term are not yet established.
Scope of work
- Cloud-based Contact Center as a Service solution
- Multichannel support including voice calls, IP-TTY, web chats, email, and SMS-text
- Interactive Voice Response systems with natural language processing and self-service automation
- Artificial intelligence capabilities including virtual assistant chatbots and real-time speech analytics
- Integration with Salesforce CRM, ServiceNow, and internal USCIS databases
- Workforce management, scheduling, and central reporting tools
- Dedicated program management and optional Information System Security Officer support
- 7-year chat transcript retention and archiving
Minimum qualifications
- FedRAMP Moderate security compliance
Documents to include with your response
- Vendor Profile
- Responses to Section 4 questions
- Information requested in Section 5 on proposal evaluation factors
Key dates
- Responses due
- Thursday, November 12, 2026, at 8:00 am ET
How to submit
- Method
- Instructions
- Submit in Adobe PDF format to Brittany Willette. Responses are limited to 7 pages in no smaller than font size 12, with no charts, graphs, or inserts with smaller print. Email subject line must read RFI Response for USCIS Enterprise Customer Experience 2.
Contract details
- Place of performance
- Across 18 physical locations with remote work capability, and optional on-site support at USCIS Camp Springs, MD location.
Federal notice details
- Solicitation number
- 70SBUR27I00000002
- Agency
- Department of Homeland Security
- Buying office
- US Citizenship and Immigration Services › Uscis Contracting Office(Erbur)
- Notice type
- Sources Sought
- Responses due
- Nov 12, 2026, 8:00 AM ET
- Posted on SAM.gov
- Oct 28, 2026
- NAICS
- 517111 · Wired Telecommunications Carriers
- Set-aside
- No Set aside used
- Place of performance
- VT, 05495
- Contracting contact
- LaSean Gray
Lasean.M.Gray@uscis.dhs.gov - Additional contact
- Brittany Willette
brittany.b.willette@uscis.dhs.gov
Source: SAM.gov. Read the official notice for the complete description and current instructions.
Incumbent and award research
Likely prior awards for this requirement
Likely matchAwarded by the same buying office (70SBUR) with descriptions matching "enterprise" or "customer", performed in VT. The notice does not name its current contract, so confirm before relying on it.
| Vendor and award | Value | Ends |
|---|---|---|
| STELLA JV, LLC70SBUR25F00000046 · TASK ORDER AWARD FOR RESOURCES FOR INNOVATION AND ENTERPRISE READINESS ENTERPRISE. SUPPORT | $11.9M | Oct 31, 2027 |
| KYC ADVISORS LLC70SBUR25F00000045 · DEVSECOPS SUPPORT FOR RESOURCES FOR INNOVATION AND ENTERPRISE READINESS. SUPPORTS THE CUST | $22.5M | Oct 31, 2027 |
| AT&T ENTERPRISES, LLC70SBUR22F00000252 · USCIS HAS A REQUIREMENT FOR ENTERPRISE CONTACT CENTER SERVICES WHICH WILL SUPPORT USCIS'S | $58.1M | Sep 27, 2026 |
| C & C INTERNATIONAL COMPUTERS & CONSULTANTS, INC.70SBUR24F00000220 · Q-FLOW ENTERPRISE SOFTWARE AND HARDWARE LICENSE MAINTENANCE WHICH SUPPORT THE FOD QUEUING | $89,897 | Sep 19, 2025 |
| RESOLVESOFT, INC.70SBUR24C00000011 · THIS REQUIREMENT IS TO MODERNIZE USCIS CUSTOMER EXPERIENCE IN SUPPORT OF TRANSFORMING FEDE | $1.2M | Apr 30, 2025 |
Market context
Awards in the same category (Wired Telecommunications Carriers). This is not this requirement's award history.
Recent similar awards: Department of Homeland Security, NAICS 517111
| Vendor and award | Value | Ends |
|---|---|---|
| AT&T TECHNICAL SERVICES COMPANY, INC70RDA226C00000007 · CLOUD-BASED CALL MANAGEMENT SYSTEM (CCMS) SPECIFICALLY FEDRAMP HIGH AUTHORIZATION. | $2.3M | Sep 29, 2029 |
| THE SOUTHERN NEW ENGLAND TELEPHONE COMPANY70Z03926PCGA00085 · IT CONNECTIVITY COMPLETION BETWEEN THE USCG ACADEMY AND NATIONAL COAST GUARD MUSEUM | $41,000 | Sep 30, 2027 |
| PVT NETWORKS, INC.70LART26PPFB00008 · ANNUAL CABLE TV AND INTERNET SERVICES FOR FLETC ARTESIA NM. | $367.8K | Sep 30, 2027 |
| WORLDNET TELECOMMUNICATIONS LLC70B02C24P00000426 · CAMOC PHONE SERVICE AND MAINTENANCE | $33,188 | Sep 29, 2027 |
| ORLANDO TELEPHONE COMPANY, INC.70T05024P5903N018 · CONNECTIVITY FROM AIRPORT OWNED CCTV SYSTEM AND DURESS ALARM AT ORLANDO INTERNATIONAL AIRP | $70,200 | Sep 28, 2027 |
Top vendors in this category: Department of Homeland Security, NAICS 517111, since Oct 1, 2024
224 contract awards in this NAICS over the period.
- 1. LUMEN TECHNOLOGIES GOVERNMENT SOLUTIONS, INC.$37.5M
- 2. AT&T TECHNICAL SERVICES COMPANY, INC$6.8M
- 3. PVT NETWORKS, INC.$1.0M
- 4. COMCAST GOVERNMENT SERVICES LLC$599.4K
- 5. EXECUTIVE BROADBAND COMMUNICATIONS, LLC$395.4K
Source: USAspending.gov federal award data (U.S. federal public data). A contract is called the incumbent only when the notice or its documents cite it by number.