Loren Data's SAM Daily™

SAMDAILY.US - ISSUE OF JUNE 02, 2022 SAM #7489
SOURCES SOUGHT

R -- USCIS Contact Center Assessment

Notice Date

5/31/2022 6:57:02 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

6/8/2022 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.
 

Web Link

SAM.gov Permalink
(https://sam.gov/opp/ec03147a23114527af4881ea175dbf50/view)
 

Place of Performance

Address: Temple Hills, MD 20748, USA

Zip Code: 20748

Country: USA
 

Record

SN06343135-F 20220602/220531230113 (samdaily.us)
 

Source

SAM.gov Link to This Notice
(may not be valid after Archive Date)

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