D -- Call Center Services

The purpose of this notice is to announce a full and open competition commercial item acquisition for potential sources to provide Call Center services to the National Customer Service Center (NCSC) of Citizenship and Immigration Services (CIS), an agency under the Department of Homeland Security (DHS). This notice is not a request for proposals and in no way obligates the Government to award any contract. The work includes providing nationwide assistance to customers who contact CIS by telephone with questions about immigration services and benefits, and with issues related to case processing. Operations include the establishment of call center facilities, staffing and management of necessary customer service representative support, utilizing call center standard operation procedures, and the implementation of the information technology infrastructure required to support system and communication needs. The acquisition is expected to result in multiple awards. CIS encourages the use of teaming arrangements or mentor/protege agreements in this acquisition, however, mentor/protege agreements must be approved by DHS prior to proposal submission. The projected date for issuance of the solicitation is September 28, 2005, with the projected award date in December 2005. All questions concerning this competition must be directed in writing via email to the designated point of contact or facsimile to (802)951-6455. No questions or inquiries will be accepted by telephone. The distribution of the resulting solicitation will be accomplished solely through the General Services Administration (GSA) Federal Business Opportunity (FedBizOpps) website http://www.fedbizopps.gov. Hard copies of the solicitation documents will not be available, therefore, no written, telephone, or facsimile requests for the documents will be accepted. The FedBizOpps site provides downloading instructions. All future information about this acquisition, including the solicitation and any amendments, will be distributed solely through the GSA site. Interested parties are responsible for monitoring the GSA site to assure that they have the most up-to-date information about this acquisition. Please contact the FBO Support group at [email protected]; phone (877)472-3779 (toll free) regarding any download problems.