DHS Acquisition Planning Forecast System (APFS): F2015028425 NAICS Code 561422 U.S. Citizenship and Immigration Services (USCIS), Customer Service & Public Engagement Directorate (CSPED) is issuing this sources sought synopsis as a means of conducting market research to identify parties having an interest in and the resources to support this requirement. The overall purpose of this requirement is to support a Customer Engagement Center (CEC) for customers to get assistance on citizenship and immigration related information. The Contractor shall provide, operate, and furnish the CEC, provide sufficient operational staff to support approximately 600k monthly calls, and collaborate with the USCIS and other supporting Contractors involved in improving CEC operations. Key objectives that will support the USCIS Customer Engagement Center include: • Utilizing USCIS cloud-based/VOIP transmission architecture. • Support a multi-channel customer engagement center by providing outstanding customer service and providing our customers with citizenship and immigration related information utilizing primarily the phone-based channel, With live chat, web form, and email channels exercised in future options. • Scalability of workforce to support the volume of work increase and decrease in a multi-channel environment • One infrastructure, common platform approved by USCIS • Two call centers with full redundancy • One Interactive Voice Response (IVR) for Tier 1 and Tier 2 calls The Contractor shall provide qualified, trained staff to handle inbound and outbound call inquiries through phone system as well as emails and chat inquires. All contractor staff must be cleared through the DHS security clearance process. Responses to this notice should include the following: (a) company name; (b) address; (c) point of contact; (d) phone, fax, and email; (e) Website Address (f) business size; (g) DUNS number; (h) CAGE code; and (i) North American Industry Classification System (NAICS) code. (j) Contract Vehicles Available: GSA Schedule, Strategic Sourcing Vehicle, or Government Wide Acquisition Contracts(GWACs), Open Market (k) Tailored capability statements addressing the particulars of this effort. Responses should be e-mailed as either a .pdf or MS Word attachment. The page limit of the response to include any attachments should be no more than 10 pages in total. USCIS requests a response May 25, 2016 before 12:00 PM ET. USCIS may establish a dialog with vendors who respond, if needed, to gain a better understanding of their service offerings and/or to request additional information. All questions and responses related to the Sources Sought should be addressed to
[email protected] or by telephone (802) 872-4636 or Dale Allen,
[email protected] or by telephone (802) 872-4658. NOTE: This Sources Sought is issued solely for informational and planning purposes and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract, nor do they affect a potential respondent's ability to respond to any future synopsis/solicitation which may or may not follow or restrict the U.S. Government's eventual acquisition approach. Additionally, the U.S. Government will not provide reimbursement for any information that may be submitted in response to this Sources Sought. Respondents are solely responsible for all expenses associated with responding to this SS. Interested vendors responding to this Sources Sought may provide capability information for any pieces of this requirement or for an entire solution. Respondents will not be notified of any results derived from a review of the information provided; however, information gathered may be utilized for technical and acquisition purposes.