Loren Data's SAM Daily™

fbodaily.com
Home Today's SAM Search Archives Numbered Notes CBD Archives Subscribe
SAMDAILY.US - ISSUE OF JUNE 08, 2022 SAM #7495
SOURCES SOUGHT

R -- USCIS Contact Center Assessment

Notice Date
6/6/2022 8:29:56 AM
 
Notice Type
Sources Sought
 
NAICS
541613 — Marketing Consulting Services
 
Contracting Office
USCIS CONTRACTING OFFICE(ERBUR) SOUTH BURLINGTON VT 05403 USA
 
ZIP Code
05403
 
Solicitation Number
70SBUR22I00000029
 
Response Due
6/15/2022 10:00:00 AM
 
Point of Contact
Nicole Russo, Phone: 8028724183, Mary Shinney
 
E-Mail Address
nicole.russo@uscis.dhs.gov, mary.a.shinney@uscis.dhs.gov
(nicole.russo@uscis.dhs.gov, mary.a.shinney@uscis.dhs.gov)
 
Small Business Set-Aside
SBA Total Small Business Set-Aside (FAR 19.5)
 
Description
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. *** Uploaded Revised RFI Amendment 1 on 01 June 2022. *** Uploaded Revised RFI Amendment 2 on 06 June 2022. Extended respond by date to 15 June 2022.
 
Web Link
SAM.gov Permalink
(https://sam.gov/opp/75f2e34b9b764671b6832865e7dac246/view)
 
Place of Performance
Address: Temple Hills, MD 20748, USA
Zip Code: 20748
Country: USA
 
Record
SN06349087-F 20220608/220606230106 (samdaily.us)
 
Source
SAM.gov Link to This Notice
(may not be valid after Archive Date)

FSG Index  |  This Issue's Index  |  Today's SAM Daily Index Page |
ECGrid: EDI VAN Interconnect ECGridOS: EDI Web Services Interconnect API Government Data Publications CBDDisk Subscribers
 Privacy Policy  Jenny in Wanderland!  © 1994-2024, Loren Data Corp.