USCIS is preparing a $50 million to $100 million follow-on contract for its contact center, and its forecast names AT&T as the incumbent. The planned requirement is called Enterprise Contact Center Experience 2. The agency expects to solicit bids.
Older acquisition records tell a different story. They identify General Dynamics Information Technology, Inc. as the incumbent for Contact Center Tier 1 (CCT1) Support and put its estimated value above $100,000,000.00.
The records do not say whether CCT1 and the newly named requirement are the same procurement or distinct ones. The difference in incumbent names and values remains unresolved.
The forecast updated October 13, 2026, describes a planned acquisition, not a completed competition or award. Its timeline and the older records’ milestones also differ.
The planned GSA Schedule procurement is aimed at contact-center contractors
USCIS plans to use a GSA Schedule contract vehicle, with Camp Springs, Maryland, listed as the place of performance. The planned procurement would replace contact-center services under the Enterprise Infrastructure Solutions contract vehicle. The current arrangement has a scheduled end date.
The acquisition forecast gives these milestones:
| Record | Solicitation | Award | Existing contract end or work completion |
|---|---|---|---|
| Enterprise Contact Center Experience 2 forecast | March 1, 2027 | First quarter of fiscal year 2028 | Existing arrangement expires July 2, 2027; work expected complete December 30, 2032 |
| CCT1 forecast | 2026-11-01 | Q2 FY2027 | Contract complete 2032-02-12 |
| FY26 second-quarter APFS table for CCT1 | Not listed | Not listed | Current contract completion date 02/12/2027 |
The entries are milestones from separate records, not a reconciled schedule. The CCT1 forecast lists a different completion date from the prior fiscal-year table and from the new forecast’s expected work completion.
The proposed service combines automation, callers and staffed support
The new specification describes a “cloud-smart contact center” using artificial intelligence for automated and agent-assisted responses to immigration-related inquiries. USCIS seeks a flexible, scalable and secure environment that can adjust to demand while keeping mission-critical operations running.
The listed tools include an intelligent virtual assistant, toll-free phone access for domestic and international callers, and an Interactive Voice Response System. The service would also handle inbound and outbound agent calls and give callers self-service options.
The contractor would manage staff operations and service quality. Tasks include scheduling agents, forecasting demand, training staff, recording calls, capturing screens and measuring performance.
The requirement also includes voice callbacks and enhanced reporting. Call routing would account for agent availability and business priorities, while chat routing would connect with customer relationship management systems.
CCT1 records carry a different incumbent and an earlier automation debate
The DHS Acquisition Planning Forecast System record F2024068175, published July 15, 2026, lists CCT1 under NAICS 561422. It identifies contract 70SBUR21F00000089, held by General Dynamics Information Technology, Inc., and describes a GSA Schedule, firm-fixed-price follow-on with competition marked “YES.”
That service description covers Tier 1 calls, chats and webform or email inquiries across web and voice channels, using interactive voice response and virtual-assistant tools. It also calls for sufficient bilingual operations staff to answer questions about citizenship and immigration information.
The record names three points of contact. Tiffany Vezina is the program contact, David Hershey the contracting officer, and Scott Stewart the small-business specialist and APFS coordinator.
Earlier planning documents show the agency considering changes to the operation. A listing modified June 5, 2025, said market research had paused while USCIS assessed future need, and warned that the acquisition could be canceled, descoped or changed. An earlier request for information asked industry how the agency could “scale down human operations and ramp up cost-saving technologies, tools, and automation.”
USCIS later posted a CCT1 request for information through GSA eBuy under Multiple Award Schedule 561422, Automated Contact Center Solutions. During an industry engagement call on April 28, 2026, the agency listed Contact Center Tier 1 Support Services among Operations Division opportunities, describing a GSA Schedule effort worth over $100 million.
Other technology procurements are also in the forecast
The same planning material lists a potential Platform Automation, Governance & Enterprise Solutions contract valued at more than $100 million for governance across enterprise platforms.
It also includes a potential $100 million Immigration Biometrics and Identity Services IT support contract covering biometrics, identity management, data analytics and machine learning. Enterprise Gateway and Integration Services III is listed as a $50 million to $100 million recompete for application integration, screening and benefit integrity.
