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CSC estimates the value of the task order, which has a six-month base period and four one-year options, to be $34 million if all options are exercised. The task order is awarded under the Enterprise Acquisition Gateway for Leading Edge Solutions (EAGLE) contract. The value of this task order was included in CSC’s Sept. 27, 2006, news release detailing previously unannounced federal contract awards for the second quarter of fiscal 2007.
Under the terms of the task, CSC will support the ICSD’s National Customer Service Center (NCSC), which provides nationwide assistance to customers calling within the United States about immigration services and benefits. The task order includes seven separate sections encompassing business process improvements, studies and analysis, information technology (IT), enterprise communications, a local office initiative, a customer relationship interface system and support of the Eastern Telephone Center, located in New York City.
“To successfully manage approximately 32,000 calls each day, the National Customer Service Center requires efficient and accurate support services,” said James W. Sheaffer, president of CSC’s North American Public Sector business unit. “CSC is pleased to provide the USCIS with innovative solutions that help deliver information and assistance on immigration services and benefits for their customers.”
The NCSC provides basic eligibility and filing requirements, guidance and limited case-specific information via a toll-free number. The Center addresses customer questions in English and Spanish via an interactive voice response system, live customer service representatives and immigration information officers. Teaming with CSC is Irving Burton Associates Inc. of Falls Church, Va.
The objective of the DHS EAGLE program is to provide a full range of IT services, technical and management expertise and solution-related enabling products.-CSC
Posted November 9th, 2007 by harminka
