USCIS Plans $50M–$100M Camp Springs Contact Center Competition

The U.S. Citizenship and Immigration Services (USCIS) plans to compete the follow-on Enterprise Contact Center Experience 2 contract, an estimated $50 million to $100 million federal IT services opportunity. The planned procurement would provide contact center services in Camp Springs, Maryland, and is intended to replace an existing arrangement scheduled to expire on July 2, 2027. USCIS anticipates releasing the solicitation on March 1, 2027, with award expected in the first quarter of FY2028. The planned performance period extends through December 30, 2032, making the procurement a substantial, multiyear opportunity for firms with relevant customer-service technology and operations capabilities.

The scope is described as a cloud-smart, AI-enabled contact center environment, with work spanning virtual assistants, telephony, interactive voice response (IVR), agent operations, workforce management, analytics, and chat integrated with customer relationship management (CRM) systems. This combination points to a requirement for an integrated service rather than a collection of disconnected tools: offerors should be prepared to explain how their platforms and operating model support consistent experiences across channels, enable agents, and provide useful operational data. The source does not provide detailed technical requirements or solicitation terms, so prospective bidders should treat the stated capabilities as planning indicators and look for the formal solicitation to define requirements, interfaces, and evaluation criteria.

For vendors, the schedule creates a defined period to evaluate teaming, solution architecture, staffing, and transition planning before the anticipated solicitation. Companies should assess whether they can deliver the listed capabilities together, including integration between chat and CRM systems and coordination among automated self-service, IVR, and live-agent operations. The current arrangement is scheduled to expire before the anticipated FY2028 award, making the government’s final transition and performance schedule an important issue to monitor. The available information does not explain how USCIS will manage continuity between the incumbent arrangement and the follow-on award.

AT&T is identified as the incumbent and may compete with other firms that bring experience in cloud services, artificial intelligence, and customer-service platforms. The estimated value and performance horizon could attract established contact center providers, systems integrators, and firms able to assemble a complete solution through partnerships. Bid teams can use the announced dates to begin market research and capability-gap reviews, while avoiding assumptions about contract structure, award criteria, or the precise division of work until USCIS releases further details. For industry, the key near-term signals are the planned March 2027 solicitation, the expected first-quarter FY2028 award, and the breadth of integrated contact center functions in scope.

• Agency: U.S. Citizenship and Immigration Services (USCIS) plans to compete the follow-on Enterprise Contact Center Experience 2 contract.
• Estimated value: $50 million to $100 million, a substantial federal IT services opportunity.
• Solicitation timing: Expected March 1, 2027; prospective offerors can use the lead time for market research, teaming, and solution planning.
• Award timing: Anticipated in the first quarter of FY2028; the government’s final procurement and transition schedule remains to be confirmed.
• Location and performance horizon: Services are expected in Camp Springs, Maryland, through December 30, 2032.
• Current arrangement: Scheduled to expire July 2, 2027, a date bidders should monitor in relation to the follow-on award and transition.
• Functional scope: Virtual assistants, telephony, IVR, agent operations, workforce management, analytics, and chat integrated with CRM systems.
• Technology direction: USCIS is seeking cloud-smart, AI-enabled contact center capabilities; vendors should assess their ability to provide an integrated solution.
• Competitive context: AT&T is the incumbent; firms with relevant cloud, AI, and customer-service platform experience may compete.