November 10, 2017 – The Department of Homeland Security (DHS) has awarded Integral a task order contract to provide Immigration and Customs Enforcement (ICE) support services for the Homeland Security Investigations Tip Line (HSITL) Call Center. The requirement was awarded under Integral’s One Acquisition Solution for Integrated Services (OASIS) Small Business prime contract.
Located in Williston, Vermont, the HSITL is a unit of the ICE Intelligence Directorate that serves as a national intake center for the receipt of tips on alleged criminal or suspicious activity. Integral and subcontractor XLA are providing staff augmentation of two senior customer service representatives (CSR) and 18 junior CSRs, who serve ICE’s internal and external law enforcement customers and the public by answering calls and reviewing, analyzing, and processing tips for further action.
“We are pleased to apply our six years of federal call center support and management experience to DHS ICE for this requirement that is so important to national law enforcement efforts,” said Integral President and Chief Executive Officer Renu Johri. “Our 20 CSRs are working well together, providing their customer service and interpersonal communication skills to support ICE public and community relations via the HSITL.”
Headquartered in Rockville, Maryland, Integral provides solutions and services in biometrics, open-source intelligence, cybersecurity, enterprise information technology, and mission support. The economically disadvantaged woman-owned small business has institutionalized its processes to apply proven experience and lessons learned to successfully implement projects on schedule and budget and with the highest quality, regularly exceeding client expectations. Integral has been appraised at CMMI for Services Level 3; holds ISO 9001:2015, ISO 20000, and ISO 27001 certifications; and has an accounting system approved by the Defense Contract Audit Agency.
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