DHS Awards $167M for USCIS Contact Center Support to General Dynamics

Contract Overview

Contract Amount: $166,952,213 ($167.0M)

Contractor: General Dynamics Information Technology, Inc.

Awarding Agency: Department of Homeland Security

Start Date: 2021-08-13

End Date: 2026-08-12

Contract Duration: 1,825 days

Daily Burn Rate: $91.5K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 3

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: CONTACT CENTER TIER 1 (CCT1)- THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE TIER 0 AND TIER 1 LEVEL SUPPORT FOR THE USCIS CONTACT CENTER BY ASSISTING THE PUBLIC WITH INFORMATION ON IMMIGRATION RELATED SERVICES AND BENEFITS.

Place of Performance

Location: FALLS CHURCH, FAIRFAX County, VIRGINIA, 22042

State: Virginia Government Spending

Plain-Language Summary

Department of Homeland Security obligated $167.0 million to GENERAL DYNAMICS INFORMATION TECHNOLOGY, INC. for work described as: CONTACT CENTER TIER 1 (CCT1)- THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE TIER 0 AND TIER 1 LEVEL SUPPORT FOR THE USCIS CONTACT CENTER BY ASSISTING THE PUBLIC WITH INFORMATION ON IMMIGRATION RELATED SERVICES AND BENEFITS. Key points: 1. General Dynamics Information Technology, Inc. secured a significant contract for essential USCIS contact center services. 2. The contract focuses on providing Tier 0 and Tier 1 support for public inquiries on immigration services. 3. This award represents a substantial investment in public-facing government services. 4. The duration of the contract is 5 years, indicating a long-term need for these services.

Value Assessment

Rating: good

The contract value of $166,952,213.11 over five years suggests a significant but potentially reasonable investment for comprehensive contact center support. Benchmarking against similar large-scale government IT support contracts would be necessary for a precise assessment.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition, which typically fosters competitive pricing and ensures the government receives the best value. This method allows all eligible contractors to bid, promoting price discovery.

Taxpayer Impact: Taxpayers are funding essential public services through a competitive procurement process, aiming for efficiency and effectiveness in government operations.

Public Impact

Improves accessibility of information for the public regarding immigration services and benefits. Ensures consistent and reliable support for a high volume of public inquiries. Supports the operational efficiency of U.S. Citizenship and Immigration Services (USCIS).

Waste & Efficiency Indicators

Waste Risk Score: 91 / 10

Warning Flags

Potential for scope creep in Tier 0/1 support definitions.
Reliance on a single large contractor for critical public interface.

Positive Signals

Awarded through full and open competition.
Long-term contract provides stability for service delivery.
Clear definition of support tiers (0 and 1).

Sector Analysis

This contract falls within the IT services sector, specifically custom computer programming and IT support. The value is substantial for a single task order, reflecting the critical nature of public-facing government operations and the scale of USCIS.

Small Business Impact

The data indicates this contract was not awarded to small businesses (ss: false, sb: false). While the primary awardee is a large corporation, opportunities for small business subcontracting may exist within the execution of this contract, though not explicitly detailed here.

Oversight & Accountability

The contract is managed by the Department of Homeland Security (DHS) for U.S. Citizenship and Immigration Services (USCIS). Oversight would involve monitoring performance metrics, adherence to service level agreements, and financial accountability throughout the contract's duration.

Related Government Programs

Custom Computer Programming Services
Department of Homeland Security Contracting
U.S. Citizenship and Immigration Services Programs

Risk Flags

Contract duration is long (5 years).
Large contract value ($167M).
Sole primary awardee for critical public interface.
No explicit small business participation noted.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $167.0 million to GENERAL DYNAMICS INFORMATION TECHNOLOGY, INC.. CONTACT CENTER TIER 1 (CCT1)- THE PURPOSE OF THIS TASK ORDER IS TO PROVIDE TIER 0 AND TIER 1 LEVEL SUPPORT FOR THE USCIS CONTACT CENTER BY ASSISTING THE PUBLIC WITH INFORMATION ON IMMIGRATION RELATED SERVICES AND BENEFITS.

Who is the contractor on this award?

The obligated recipient is GENERAL DYNAMICS INFORMATION TECHNOLOGY, INC..

Which agency awarded this contract?

Awarding agency: Department of Homeland Security (U.S. Citizenship and Immigration Services).

What is the total obligated amount?

The obligated amount is $167.0 million.

What is the period of performance?

Start: 2021-08-13. End: 2026-08-12.

What are the key performance indicators (KPIs) used to measure the success of the Tier 0 and Tier 1 support provided by General Dynamics?

Key performance indicators likely include metrics such as average call handling time, first call resolution rate, customer satisfaction scores, and adherence to service level agreements. USCIS would monitor these KPIs to ensure the contractor is meeting the required standards for public support and information dissemination.

What is the risk of service disruption if General Dynamics faces operational challenges or decides to exit the contract prematurely?

The risk of service disruption is moderate given the contract's duration and the critical nature of public contact services. USCIS would likely have contingency plans, but a significant disruption could occur if the contractor faces severe operational issues or if transitioning to a new provider is required, impacting public access to information.

How effectively does this contract leverage technology to provide efficient and accessible contact center support compared to industry benchmarks?

Effectiveness depends on the specific technologies implemented, such as AI-powered chatbots for Tier 0 and skilled agents for Tier 1. Benchmarks would assess factors like self-service rates, omnichannel support availability, and the integration of knowledge bases. Continuous evaluation against evolving contact center technologies is crucial for sustained effectiveness.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Custom Computer Programming Services

Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › PROFESSIONAL SERVICES

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: 70SBUR21Q00000015

Offers Received: 3

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Parent Company: General Dynamics Corp

Address: 3150 FAIRVIEW PARK DR STE 100, FALLS CHURCH, VA, 22042

Business Categories: Category Business, Corporate Entity Not Tax Exempt, Not Designated a Small Business, Special Designations, U.S.-Owned Business

Financial Breakdown

Contract Ceiling: $242,225,723

Exercised Options: $166,952,213

Current Obligation: $166,952,213

Actual Outlays: $89,836,975

Subaward Activity

Number of Subawards: 3

Total Subaward Amount: $11,824,691

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: GS35F393CA

IDV Type: FSS

Timeline