HP Enterprise Services has been awarded a task order valued at up to $220.5 million by the U.S. Citizenship and Immigration Services (USCIS), a Department of Homeland Security department bureau, to manage call centers for people applying for citizenship or who need immigration assistance.
Under the five-year order, HP will provide Customer Engagement Management Services for the USCIS National Customer Service Center.
HP will be recruiting, hiring, training, and managing a team of over 200 contact center professionals in multiple locations. All contacts made via the call center will be managed using Microsoft Dynamics CRM. HP expects to field more than 150,000 calls per month.
Common questions from immigrants relate to the process for citizenship applications, description of immigration benefits and the status of applications in progress.