SAM #CFO_CUST_SVC_OPS

Customer Service Operations Support Services for ICE Office of Financial Management

This opportunity is for contractor support to the U.S. Immigration and Customs Enforcement (ICE), Office of the Chief Financial Officer (OCFO), Office of Financial Management (OFM) for Customer Service Operations (CS-OPS): - Government Buyer: - U.S. Immigration and Customs Enforcement (ICE) - Office of the Chief Financial Officer (OCFO) - Office of Financial Management (OFM) - No specific OEMs or commercial vendors are named; all requirements are service-based - Services Requested: - Customer Service Operations Support, including: - Operational, technical, and administrative support for ICE/OFM - Support for the Customer Billing Model (CBM) - Financial systems support - Report production and analysis - Training and change management - Document and SharePoint management - Meeting support and tasking responses - Process improvement and configuration management - Security compliance - Key deliverables include transition plans, program schedules, quality management, and SLA renegotiation - Unique Requirements: - Contractor must provide experienced personnel in federal financial management and project management - Support covers monthly, quarterly, and annual operations - Emphasis on security compliance and process improvement - No products, part numbers, or hardware/software OEMs are specified; all requirements are for professional services

Description

The requirement is to support ICE/OFM in operating efficiently and effectively to provide  superior customer service to DHS Customer Components, internal ICE customers, and ICE  Leadership and Management in compliance with applicable statute, regulation, and policy.  The contractor will provide operational, technical, and administrative support for monthly,  quarterly, and annual operations, including the Customer Billing Model (CBM), financial  systems, and deliverables as outlined in the Performance Work Statement (PWS).

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