$20M+ DHS ICE Call Center support RFP to be released as SB set-aside

There is good news for small business as DHS recently stated that the RFP for the next iteration of this Department of Homeland Security ICE Office of Enforcement and Removal Operations (ERO) contract to provide a range of contact center support services, to include the Victims of Immigration Crime Engagement (VOICE) hotline, the Detention Reporting Information Line (DRIL), and ICE Facilitation of Return Request (FoRR) Intake is expected to go out on GSA OASIS Small Business in the Spring of 2024. 

The incumbent contract, held by Capgemini had previously been competed and awarded in 2018 as an unrestricted task order on the Business and Programs Solutions for Law Enforcement (BAPSLE) BPA.  

ICE Enforcement and Removal Operations (ERO) is tasked with enhancing public safety and national security by enforcing immigration laws through the removal of illegal aliens from the country. A key component of ERO is the operation of the ERO Contact Center of Operations (ECCO), which acts as a vital link in reporting various issues crucial to the effective functioning of ICE’s enforcement and detention activities. 

This procurement, which will result in a new 5-year contract, aims to secure expert support services for the ECCO’s call center activities. Key responsibilities include handling incoming calls, addressing queries, documenting call details and outcomes for ICE headquarters’ review, and promptly escalating critical issues to ICE HQ Officers and ECCO staff as needed. The role also involves monitoring internal systems for new cases and requests, maintaining records in the case management system, utilizing ServiceNow for reporting and data analysis, conducting information searches through internal IT systems, preparing data summaries for federal staff, and providing updates on case progress. 

Pro Tip 1 – Have capabilities and/or relationships that might prove valuable. Comment below to let others know you are interested.  

More will be shared as it is made available.  

Additional Competitive Intelligence, to include background, key points of contact, etc are provided below.  

Recent Related Data/News 

• Senior DHS ICE leaders make list of 2024 Engage Homeland and National Security Honorees
• An eye on FY 2024: 18 DHS U.S. Immigration and Customs Enforcement RFP/RFQs being targeted
• Bookmark It: OS AI GovCon Segment​ National Security IT and Consulting​
• GovCIO Wins Two Task Orders on DHS ICE’s $340M SWIFT BPA
• DHS ICE Deputy CFO Exits, takes CFO role with Federal Trade Commission
• Contract Award: $25M DHS ICE ERO PaaS services task on SWIFT
• ICF wins $31M DHS ICE HSI Platform-as-a-Service (PaaS) support task order on SWIFT

Pro Tip 2 – Feel like you are missing out on some of the key action at DHS? It can be hard to keep up. Make sure you are in the know by checking out the DHS Competitive Intelligence Segment page, chock full of insights and intelligence related to the agency.   

Looking for an 8(a), WOSB, HUBZone or SDVOSB to partner with at ICE? Click Here and filter the list by several key indicators, to include socio-economic status, NAICS, Contract Vehicle access, etc.    

Firms drawing the most attention:  

Included below is a list of the large and small companies we have noted as drawing the most views by Government and industry leaders on the OrangeSlices AI consultant directory since the beginning of 2023 and that bring direct past performance and/or related relationships in support of ICE.  

• Inserso 
• Deloitte ** 
• Booz Allen Hamilton 
• CACI 
• Steampunk ** 
• Capgemini ** 
• Dev Technology Group ** 
• Procentrix 
• Accenture 
• Acuity 
• Akira Technologies 
• Harmonia Holdings Group 
• IntelliBridge ** 
• ITC Federal ** 
• GovCIO ** 
• Alpha Omega ** 
• Insight Technology Solutions 
• Changeis 
• Chevo Consulting ** 
• AVER 
• Excella 
• Lukos 
• Argentys Informatics 
• WWC Global 
• AttainX/ Amaze Technologies 
• ICF ** 
• Flatter ** 
• Amivero ** 
• OCT Consulting 
• Aptive ** 
• Indev 
• Garud Technology Services 
• Arch Systems 
• BluePath Labs 
• D&G Support Services 
• DV United 
• Information Technology Strategies (IT-Strat) 
• AXIS Management Group (AXIS) 

 ** An Elev8 GovCon Honoree, noted for a corporate culture that demonstrates excellence, making the company a beacon for talent, for partners, and for clients.   

We cannot and will not speculate here as to the reasons for the increased interest, but whether it is a company evaluating them as a potential partner; a federal acquisition leader doing their due diligence; or a consultant weighing their next job move, this group of companies has been receiving increased interest. 

Included Below is more OS AI Competitive Intelligence and Notes (Key Points of Contacts, etc.) that directly align with this contract 

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