SAM #70SBUR27I00000002

USCIS ECX2 Managed Cloud Contact Center Service Market Research

USCIS is conducting market research for a managed cloud contact center service to replace its Enterprise Customer Experience capability. - Government buyer: U.S. Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS), Office of Information Technology; the USCIS Contracting Office issued the RFI. - Requirement: Enterprise Customer Experience 2 (ECX2), a fully managed, FedRAMP-authorized cloud Contact Center as a Service (CCaaS) solution. This is market research, not a contract award. - Services sought: Design, development, migration, configuration, testing, integration, operations, and ongoing optimization, with program management, quality assurance, risk management, and transition planning. - Scale and capabilities: Support approximately 15 million incoming toll-free calls annually and about 1,500 current agents across three business units and 18 locations, with the ability to support up to 3,000 live agents and remote work. Required channels include voice, IP-TTY, web chat, email, SMS/text, and social media, plus intelligent routing, IVR, self-service, AI/ML, agent assistance, analytics, workforce management, reporting, redundancy, and disaster recovery. - Key requirements: 99.99% availability, seven-year chat transcript retention, English and Spanish chat transcription, and integration with Salesforce CRM, ServiceNow, and USCIS internal systems. - Named commercial platforms: Salesforce and ServiceNow are identified as integration targets; no prospective vendors or OEMs are named as providers of the requested service. - Products, quantities, and performance period: No standalone products or part numbers are specified. The service quantity is not stated, and the anticipated contract’s dates, duration, and options are not specified; it is described as a replacement following the existing ECX task order.

Description

The purpose of this RFI is to understand the landscape of vendors, including both those that currently hold contracts on government vehicles and those that do not, that can provide the type of service outlined below. United States Citizenship and Immigration Services (USCIS) aims to identify vendors that provide the required services and can recruit and retain staff with the experience and skills needed to meet the needs of this requirement. The results of this RFI will aid the government in determining if small business can perform this work and if any specific set-asides are appropriate. Additionally, responses to the RFI will be used to help USCIS determine which contract vehicle to use. The period of performance is not yet established at this time. This is a recompete of 70SBUR22F00000252, not a follow-on requirement. Please refer to Attachment 70SBUR27I00000002 for more information and RFI submission requirements.

View original listing