U.S. Citizenship and Immigration Services (USCIS), a Department of Homeland Security Department bureau, is counting on HP’s experience and expertise to manage its contact centers for providing assistance to people who seek U.S. citizenship or require any assistance in migrating to the United States.
In an announcement, HP Enterprise Service said it has received a five-year contract worth $220.5 million by USICS.
Under the contract, HP will provide Customer Engagement Management Services for the USCIS National Customer Service Center, comprising more than 200 contact center professionals spread across multiple locations in the United States.
USCIS is looking to leverage HP’s experience and processes to recruit, hire, train and manage contact center professionals, who will be providing assistance to people by addressing their questions on citizenship and immigration.
In the beginning, a phone will be used as the communication medium to provide this assistance, and in the future, e-mail and chat can be introduced. USICS is hopeful that HP’s expertise will help in improving the customer experience, and quality and efficiency in answering and resolving calls at the service center.
Typically, immigrants ask questions about the process of applying for citizenship, the benefits of immigration, and the status of their applications. HP is estimating the resolution of more than 150,000 queries every month at these centers. Microsoft (News - Alert) Dynamics CRM, Microsoft's customer relationship management solution, will be used to administer all the contacts made via the call center.
These software solutions will ensure that call center analysts have access to the information about the immigration process and the status of each applicant.
"Immigration services is commonly the first experience a potential new citizen has in dealing with the U.S. government, so agents must be informed, professional and expedient," said Marilyn Crouther, senior vice president, general manager, U.S. Public Sector, HP Enterprise Services, in a statement. "HP fully supports the bureau's focus on bringing USCIS closer to the public and providing effective outcomes for those who call for assistance."
Edited by Braden Becker