Contact Center Tier 1 (CCT1) Support
Forecast details
Requirement
***Updated 07/15/2026: Estimated Solicitation release date ***Update, 01/08/2026: Updated anticipated Solicitation Release Date, Estimated Contract Award Date, Estimated Period of Performance Start Date, Fiscal Year, and Estimated Contract End Date. ***Update, 9/16/2025: Updated the Estimated Solicitation Release Date. ***Update, 06/30/2025: Updated alternate POC to David Hershey, CO. ***Update, 06/05/2025: Updated requirement description and anticipated award date. ***Update, 03/06/2025: RFI posted to SAM, https://sam.gov/opp/88656ed1bd4848a98d4fb9e3bd5a49c8/view. Responses due 07 April 2025.*** ***Update, 12/11/24: Updated alternate POC*** USCIS requires services to support inbound and outbound calls, chats and webform/email inquiries using a model that employs a mix of IVR/IVA, web and voice channels for customers to obtain assistance on citizenship and immigration related information. This request is for the contractor to operate the Tier 1 level of a multi-tier Contact Center Operation. The Contractor will provide sufficient bilingual operational staff to support the Contact Center Tier 1 interactions and collaborate with the USCIS and other supporting Contractors involved in improving Contact Center operations.