Contact Center Tier 1 (CCT1) Support

Department of Homeland Security

Forecast Overview

NAICS
561422
Incumbent
General Dynamics Information Technology, Inc.
Estimated value
Over $100M
Performance end
Q2 2027
Set-aside
N/A

***Updated 07/15/2026: Estimated Solicitation release date ***Update, 01/08/2026: Updated anticipated Solicitation Release Date, Estimated Contract Award Date, Estimated Period of Performance Start Date, Fiscal Year, and Estimated Contract End Date. ***Update, 9/16/2025: Updated the Estimated Solicitation Release Date. ***Update, 06/30/2025: Updated alternate POC to David Hershey, CO. ***Update, 06/05/2025: Updated requirement description and anticipated award date. ***Update, 03/06/2025: RFI posted to SAM, https://sam.gov/opp/88656ed1bd4848a98d4fb9e3bd5a49c8/view. Responses due 07 April 2025.*** ***Update, 12/11/24: Updated alternate POC*** USCIS requires services to support inbound and outbound calls, chats and webform/email inquiries using a model that employs a mix of IVR/IVA, web and voice channels for customers to obtain assistance on citizenship and immigration related information. This request is for the contractor to operate the Tier 1 level of a multi-tier Contact Center Operation. The Contractor will provide sufficient bilingual operational staff to support the Contact Center Tier 1 interactions and collaborate with the USCIS and other supporting Contractors involved in improving Contact Center operations.

Source

Source
DHS APFS Public Forecast Export
Source file
Public Forecast List Acquisition Planning Forecast System (1).csv
Official source
Agency forecast source
Last verified
2026-08-31

Agency-published contact: Tiffany

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