HP to Help U.S. Citizenship and Immigration Services to Enhance Call Center Efficiency
PALO ALTO, Calif. — HP Enterprise Services today announced it 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 is leveraging proven processes to recruit, hire, train and manage a skilled team of more than 200 contact center professionals in multiple locations. These professionals will address questions related to citizenship and immigration by phone, with the potential to add contact types like email and chat in the future. HP's expertise will improve service center quality and efficiency in answering and resolving calls while enhancing the customer experience.
Common questions from immigrants relate to the process for citizenship applications, description of immigration benefits and the status of applications in progress. HP expects to field more than 150,000 calls per month. All contacts made via the call center will be managed using Microsoft® Dynamics CRM, Microsoft's customer relationship management solution, to ensure call center workers have access to relevant information about the process and applicants.
"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. "HP fully supports the bureau's focus on bringing USCIS closer to the public and providing effective outcomes for those who call for assistance."
HP will utilize a complete portfolio of HP products in its call center, including HP ProLiant DL380 Generation 7 (G7) servers, HP MSR30-20 routers, HP 5500-48G-PoE EI switches, HP ProBook 6560b notebook PCs powered by Intel® processors and HP LaserJet M9040 multifunction printers.
Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. Intel is a trademark of Intel Corporation in the U.S. and other countries.
This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance, market share or competitive performance relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include macroeconomic and geopolitical trends and events; the competitive pressures faced by HP's businesses; the development and transition of new products and services and the enhancement of existing products and services to meet customer needs and respond to emerging technological trends; the execution and performance of contracts by HP and its customers, suppliers and partners; the protection of HP's intellectual property assets, including intellectual property licensed from third parties; integration and other risks associated with business combination and investment transactions; the hiring and retention of key employees; assumptions related to pension and other post-retirement costs and retirement programs; the execution, timing and results of restructuring plans, including estimates and assumptions related to the cost and the anticipated benefits of implementing those plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP's filings with the Securities and Exchange Commission, including HP's Annual Report on Form 10-K for the fiscal year ended October 31, 2012. HP assumes no obligation and does not intend to update these forward-looking statements.
© 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to solve customer problems. More information about HP (NYSE: HPQ) is available at http://www.hp.com.