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new USCIS customer engagement model

Solicitation Number: CSDRFI
Agency: Department of Homeland Security
Office: Citizenship & Immigration Services
Location: USCIS Contracting Office
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Added: Jun 29, 2011 11:05 am
USCIS Customer Service Directorate Request for Information

U.S. Citizenship and Immigration Services (USCIS) interacts with a diverse public customer base with a wide range of education, technological access, and purpose. USCIS administers a wide array of benefits reflecting the diversity of its customers and their needs and aspirations. The processes to obtain immigration benefits similarly vary, sometimes including in-person interviews and often not involving direct personal contact between the agency and the applicant. The volume of applications USCIS receives is high, ranging from approximately six to seven million annually. Accompanying the high volume of applications is a higher volume of customer inquiries, sometimes general in nature and other times case-specific. USCIS currently receives approximately 14 million customer inquiries annually and employs a variety of methods to receive and respond to them.

The current USCIS customer model is a "traditional" call center setting whereby callers first access and obtain general information through an automated Interactive Voice Response (IVR) system. If the inquiry requires additional information the caller is transferred to receive live assistance via a Tier 1 contracted Customer Service Representatives (CSR) using scripted material. If research in USCIS databases or assistance beyond the scripted material is required the call is transferred to a USCIS Immigration Services Officer (ISO). In addition, the Customer Assistance Office (CAO) provides written or telephonic responses to inquiries from internal and external stakeholders.

USCIS is interested in receiving information about how it can more effectively receive and respond to the wide array of customer inquiries. USCIS wants to be able to address general inquiries and case-specific questions in the most timely, efficient, and effective ways available. USCIS is not wedded to the current call center model or any other frameworks, but is eager to learn of and consider the newest, most innovative models of customer service. The information USCIS receives will assist USCIS in shaping future requirements with the goal of implementing new models at the earliest possible time.

In addition, USCIS is undertaking an agency-wide effort to move immigration services from a paper-based model to an electronic environment. This effort is known as USCIS Transformation. Through Transformation, USCIS is dedicated to redesigning our agency's business processes to ensure we deliver the most effective and reliable operating model for the 21st century. Electronic processing will reduce the amount of paper being handled by our workforce and customers who are used to calling or visiting USCIS in person to obtain case status information. Those customers will be able to view their case status information via their web-based account. The new, account-based system will provide customers with improved service and enhance USCIS's ability to process cases with greater precision, security, and timeliness. As part of this request for information, USCIS is also interested in receiving information about customer-service related change management best practices, both for its workforce and customers, as it moves to a flexible electronic processing model.

Interested parties may submit any form of literature in response to this request for information not later than 8/01/2011 to and

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MSWord version of RFI

Other (Draft RFPs/RFIs, Responses to Questions, etc..)
MSWord version of RFI
Posted Date:
June 29, 2011
Description: MSWord version of Request for Information
70 Kimball Avenue
Burlington, Vermont 05403
Ralph V. Koehring,
Contracting Specialist
Phone: 8028724645
Fax: 802-872-4601
Ned R Ross,
Contracting Officer
Phone: 802-872-4111
Fax: 802-872-4601