USCIS enhances call center operations with $11.3M Salesforce CRM, boosting real-time customer data access

Contract Overview

Contract Amount: $11,286,239 ($11.3M)

Contractor: Panamerica Computers, Inc.

Awarding Agency: Department of Homeland Security

Start Date: 2026-01-30

End Date: 2026-11-29

Contract Duration: 303 days

Daily Burn Rate: $37.2K/day

Competition Type: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Number of Offers Received: 4

Pricing Type: FIRM FIXED PRICE

Sector: IT

Official Description: SALESFORCE CRM SOFTWARE SUPPORTS USCIS CALL CENTERS WITH REAL-TIME ACCESS TO CUSTOMER INFORMATION. IT IS A MODERN, INTEGRATED, AND CENTRALIZED CRM TOOL THAT PROVIDES A COMMON INTERFACE FOR ALL RELATED CUSTOMER INFORMATION, WHICH CAN BE ACCESSED, UPDA

Place of Performance

Location: CAMP SPRINGS, HOWARD County, MARYLAND, 20588

State: Maryland Government Spending

Plain-Language Summary

Department of Homeland Security obligated $11.3 million to PANAMERICA COMPUTERS, INC. for work described as: SALESFORCE CRM SOFTWARE SUPPORTS USCIS CALL CENTERS WITH REAL-TIME ACCESS TO CUSTOMER INFORMATION. IT IS A MODERN, INTEGRATED, AND CENTRALIZED CRM TOOL THAT PROVIDES A COMMON INTERFACE FOR ALL RELATED CUSTOMER INFORMATION, WHICH CAN BE ACCESSED, UPDA Key points: 1. The contract leverages a modern, integrated CRM tool to centralize customer information for USCIS call centers. 2. Real-time access to customer data is expected to improve service delivery and operational efficiency. 3. The chosen software, Salesforce, is a widely adopted CRM platform, suggesting potential for scalability and integration. 4. The contract value of approximately $11.3 million over its term warrants scrutiny for value for money. 5. The procurement method, 'Full and Open Competition After Exclusion of Sources,' requires careful examination of the justification for excluding other sources. 6. Performance is tied to a firm-fixed-price contract, shifting cost risk to the contractor. 7. The contract duration of 303 days is relatively short, suggesting a focused implementation or a bridge to a larger solution.

Value Assessment

Rating: fair

The contract value of $11.3 million for Salesforce CRM software and support appears to be within a reasonable range for enterprise-level CRM solutions, especially considering the scope of supporting USCIS call centers. However, without specific details on the modules, user licenses, and duration of support included, a precise value-for-money assessment is challenging. Benchmarking against similar government procurements for Salesforce or comparable CRM systems would provide a clearer picture of pricing competitiveness. The firm-fixed-price structure is generally favorable for the government in managing cost certainty.

Cost Per Unit: N/A

Competition Analysis

Competition Level: limited

The contract was awarded under 'Full and Open Competition After Exclusion of Sources.' This designation implies that while the competition was intended to be open, specific sources were excluded, necessitating a review of the justification for such exclusions. The number of bidders is not explicitly stated, but the 'exclusion of sources' suggests a potentially narrowed field compared to a truly unrestricted full and open competition. This procurement approach could impact price discovery if the excluded sources represented significant market competition.

Taxpayer Impact: The exclusion of sources, even if justified, may limit the potential for the most competitive pricing. Taxpayers benefit when the government can demonstrate that the chosen solution and price represent the best value achievable through robust competition.

Public Impact

Immigrants and individuals seeking USCIS services will benefit from potentially faster and more accurate information provided by call center agents. USCIS call center agents will have improved tools to access and manage customer information, leading to enhanced service delivery. The implementation of this CRM system is expected to streamline internal USCIS processes related to customer interactions. The contract supports the operational efficiency of a critical federal agency responsible for immigration services. The geographic impact is national, as USCIS serves individuals across the United States and globally.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

The 'Exclusion of Sources' justification needs thorough review to ensure it did not unduly limit competition and potentially increase costs.
The relatively short contract duration (303 days) raises questions about the long-term strategy for CRM support and potential future procurements.
Dependence on a single vendor's software (Salesforce) can create long-term vendor lock-in and limit future flexibility.
The specific functionalities and user licenses included in this $11.3M award require detailed understanding to confirm value.

Positive Signals

The use of a modern, integrated CRM system is a positive step towards modernizing USCIS's customer service infrastructure.
A firm-fixed-price contract structure is advantageous for cost control and predictability.
The selection of a widely recognized CRM platform like Salesforce suggests a focus on proven technology with potential for integration and scalability.
The contract aims to provide real-time access to customer information, a critical improvement for call center efficiency.

Sector Analysis

The Information Technology sector, specifically within the Software and Cloud Computing sub-sector, is characterized by rapid innovation and significant government spending. CRM software is a critical component for many agencies to manage constituent and customer interactions. The market includes large established players like Salesforce, Microsoft, and Oracle, as well as numerous niche providers. Government spending on CRM solutions is substantial, driven by the need for improved citizen services, operational efficiency, and data management. This contract fits within the broader trend of federal agencies adopting cloud-based solutions to enhance capabilities and reduce infrastructure burdens.

Small Business Impact

There is no indication in the provided data that this contract includes a small business set-aside or specific subcontracting goals for small businesses. Given the nature of enterprise CRM software and implementation, it is possible that the prime contractor, Panamerica Computers, Inc., is a larger entity. Further analysis would be needed to determine if subcontracting opportunities exist for small businesses within the scope of this delivery order, particularly in areas like specialized IT services or support.

Oversight & Accountability

Oversight for this contract would primarily fall under the Department of Homeland Security (DHS) and specifically the U.S. Citizenship and Immigration Services (USCIS). The contract is a delivery order under a larger contract vehicle, implying that the initial award and oversight were conducted under that vehicle's framework. The firm-fixed-price nature shifts cost oversight to performance and scope adherence. Transparency would be enhanced by publicizing the justification for 'Exclusion of Sources' and detailed performance metrics. The DHS Office of Inspector General (OIG) would have jurisdiction to investigate any potential fraud, waste, or abuse related to this contract.

Related Government Programs

Federal Civilian IT Modernization Programs
Customer Relationship Management (CRM) Systems
Call Center Technology Procurement
Department of Homeland Security IT Contracts
USCIS Operational Support Contracts

Risk Flags

Potential for limited competition due to source exclusion.
Need for detailed justification for excluding sources.
Contract duration is relatively short, raising questions about long-term strategy.
Lack of specific performance metrics in summary data.
Contractor's specific CRM implementation experience requires verification.

Frequently Asked Questions

What is this federal contract paying for?

Department of Homeland Security awarded $11.3 million to PANAMERICA COMPUTERS, INC.. SALESFORCE CRM SOFTWARE SUPPORTS USCIS CALL CENTERS WITH REAL-TIME ACCESS TO CUSTOMER INFORMATION. IT IS A MODERN, INTEGRATED, AND CENTRALIZED CRM TOOL THAT PROVIDES A COMMON INTERFACE FOR ALL RELATED CUSTOMER INFORMATION, WHICH CAN BE ACCESSED, UPDA

Who is the contractor on this award?

The obligated recipient is PANAMERICA COMPUTERS, 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 $11.3 million.

What is the period of performance?

Start: 2026-01-30. End: 2026-11-29.

What specific Salesforce modules and user licenses are included in this $11.3M award, and how do they align with USCIS's stated needs for call center operations?

The provided data does not specify the exact Salesforce modules or the number of user licenses procured under this $11.3 million delivery order. To assess value for money, it is crucial to understand the scope of the software. This would typically include details on which Salesforce editions (e.g., Sales Cloud, Service Cloud) are being utilized, the number of concurrent or named users, and any add-on functionalities or integrations. USCIS's stated need is for real-time access to customer information to support call centers. A detailed breakdown would allow for comparison against standard Salesforce pricing and competitive offerings for similar enterprise deployments. Without this granularity, it's difficult to definitively benchmark the cost against the delivered functionality and user base.

What was the justification for 'Exclusion of Sources' in this procurement, and how many potential bidders were considered or excluded?

The procurement method 'Full and Open Competition After Exclusion of Sources' indicates that while the competition was intended to be open, certain sources were deliberately excluded. The specific justification for these exclusions is not provided in the summary data. Typically, such exclusions are based on factors like unique capabilities, existing infrastructure compatibility, or specific performance requirements that only a limited number of vendors can meet. To fully understand the competitive landscape and its impact on pricing, the agency's justification document for excluding other sources would need to be reviewed. This would clarify whether the exclusion was narrowly tailored and well-supported, or if it potentially limited the government's ability to obtain the most competitive offers.

How does the $11.3 million contract value compare to historical USCIS spending on CRM systems or similar IT support for call centers?

Comparing this $11.3 million contract to historical USCIS spending on CRM or call center IT requires access to historical procurement data. Without that data, a direct comparison is not possible. However, the value suggests a significant investment in modernizing USCIS's customer interaction capabilities. If USCIS previously relied on disparate or outdated systems, this consolidated CRM solution could represent a strategic shift. Benchmarking against similar-sized agencies or those with comparable call center volumes would also provide context. The duration of the contract (approximately 10 months) means the annual spend is over $13 million, which is substantial for software and support, warranting a close look at the specific services and features included to ensure it aligns with market rates for enterprise solutions.

What are the key performance indicators (KPIs) for this contract, and how will the success of the Salesforce CRM implementation be measured?

The provided data does not detail the specific Key Performance Indicators (KPIs) for this contract. However, given the objective of supporting USCIS call centers with real-time customer information, likely KPIs would focus on improvements in call handling times, first-call resolution rates, customer satisfaction scores, and data accuracy. The success of the Salesforce CRM implementation would be measured by its ability to provide agents with seamless, up-to-date customer data, thereby enhancing their efficiency and the quality of service provided to the public. The firm-fixed-price nature suggests that meeting the defined scope and performance standards is paramount for contractor payment.

What is the track record of Panamerica Computers, Inc. in delivering similar large-scale CRM solutions to federal agencies?

Information regarding the specific track record of Panamerica Computers, Inc. in delivering large-scale CRM solutions to federal agencies is not included in the provided summary data. To assess the risk associated with this contract, a review of the contractor's past performance would be essential. This would involve examining previous contracts of similar size and scope, their performance ratings, any past issues or disputes, and their experience with the Salesforce platform or comparable enterprise CRM systems. A contractor with a proven history of successful CRM implementations for government clients would generally represent a lower risk than one with limited relevant experience.

Industry Classification

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

Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › IT AND TELECOM - APLLICATIONS

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION AFTER EXCLUSION OF SOURCES

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Solicitation ID: 70SBUR26Q00000008

Offers Received: 4

Pricing Type: FIRM FIXED PRICE (J)

Evaluated Preference: NONE

Contractor Details

Address: 1386 BIG OAK RD, LURAY, VA, 22835

Business Categories: Category Business, Corporate Entity Not Tax Exempt, Economically Disadvantaged Women Owned Small Business, Hispanic American Owned Business, HUBZone Firm, Minority Owned Business, Self-Certified Small Disadvantaged Business, Small Business, Special Designations, Subchapter S Corporation, U.S.-Owned Business, Woman Owned Business, Women Owned Small Business

Financial Breakdown

Contract Ceiling: $11,286,239

Exercised Options: $11,286,239

Current Obligation: $11,286,239

Contract Characteristics

Commercial Item: COMMERCIAL PRODUCTS/SERVICES

Parent Contract

Parent Award PIID: NNG15SD02B

IDV Type: GWAC

Timeline