Infotech Lead America: HP Enterprise Services has bagged a five-year task order worth up to $220.5 million from 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.
HP expects to handle more than 150,000 calls per month.
HP will provide Customer Engagement Management Services for the USCIS National Customer Service Center. Common questions from immigrants relate to the process for citizenship applications, description of immigration benefits and the status of applications in progress.
All contacts made via the call center will be managed using Microsoft’s customer relationship management solution –Microsoft Dynamics CRM, to ensure call center workers have quick access to relevant information about the process and applicants.
The complete portfolio of HP products will be used in the call center, including HP ProLiant DL380 Generation 7 (G7) servers, HP MSR30-20 routers, HP 5500-48G-PoE EI switches , HP ProBook 6560bs notebook PCs powered by Intel processors and HP LaserJet M9040 multifunction printers.
HP will employ proven processes to recruit, hire, train and manage a skilled team of more than 200 contact center professionals in various locations. These professionals will be trained to address questions related to citizenship and immigration by phone.
Contact types like email and chat will be added in the future. HP’s expertise will enhance the customer experience by improving service center quality and efficiency in answering and resolving calls.
Last month, HP announced new Software-as-a-Service (SaaS) solutions that speed application delivery and provide unparalleled visibility, collaboration and agility across often siloed or geographically dispersed application development and operations teams.
HP Agile Manager unifies and promotes collaboration with visibility into tasks, metrics and progress for a single group or for multiple, geographically distributed teams across the enterprise. It simplifies planning and capacity management across Agile teams by providing insight into projects, including the status of tasks and potential issues or bottlenecks impacting progress.