The Department of State (State, or the Department), Bureau of Consular Affairs (CA), Visa Office (VO) seeks to build a collaborative relationship with industry to provide a top-notch customer experience in delivery of immigrant visa and non-immigrant visa processing support services crucial to U.S. national security, family reunification, and the U.S. economy.

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• National Security Services, including a broad range of domestic-based, consular pre-processing activities for visa operations at U.S. embassies and consulates abroad (“Posts”).  This includes biometric validation support services for visa and passport operations, which will strengthen border security while facilitating legitimate travel, prevent fraud, and promote the integrity of consular services in accordance with existing procedures and business requirements.  This also includes administrative case processing, such as data entry, review of cases for completeness and accuracy and other clerical activities
• Customer Service, including a broad range of customer and stakeholder interaction, engagement, and coordination support services on behalf of VO.  This includes delivering professional, accurate, and comprehensive information to customers and stakeholders, both one-on-one and en masse, regarding consular services and policies in accordance with existing and evolving procedures and business requirements.  The Government requires contractor staff who use critical thinking skills, collaboration, and subject matter expertise to evaluate inquiries and provide holistic solutions based on immigration policy and regulations and Department priorities
• Management Services, including oversight and management of all VSS business program and business enabling support services operations.  This includes human capital and information technology resources and capabilities to achieve all VSS program goals and quality and performance objectives.  The capabilities aligned to this service category shall help CA achieve business continuity and interoperability across the Centers and enable the U.S. Government (USG) to easily track performance
• Logistics, including mail management, financial tracking, file shipment, and distribution.  This includes receiving, sorting, and filing petitions, supporting documents, and written correspondence associated with visa applications, with a focus on facilitating case fulfillment; logging, tracking, and reconciling all funds received; transmitting case records to Posts, USCIS, and the Department of Labor; and managing domestic and international shipment preparation and delivery activities for completed cases
• Site Support, including safety and security coordination with State Diplomatic Security-contracted personnel and USG officials, facilities support (e.g., supply management, loading dock support, moving furniture and boxes, transporting files between the Centers’ buildings), equipment maintenance (e.g., preserve, maintain, and detail government vehicles, mail machines, etc.), and general administrative support activities