Case Studies
Results We’re Proud Of
Across business process outsourcing, contact center operations, federal program support, and secure IT services, CRI has delivered measurable outcomes for some of the most demanding government programs.
USCIS
700+
FTE deployed across multiple locations.
Daily volume
60,000+
Files processed daily on average.
DOE FOIA
22%
Backlog reduction, more than 2x the agency goal.
DOI AQD
5,064
Acquisition actions completed in one year.
Case Studies
Program outcomes by service area.
These examples show how CRI supports large-scale operations, constituent-facing contact centers, federal administrative programs, acquisition support, and secure IT modernization.
Business Process Outsourcing
USCIS Service Center Operations
Department of Homeland Security
CRI supported the U.S. Citizenship and Immigration Services (USCIS) Service Center Operations as a prime contractor, deploying more than 700 full-time equivalents (FTE) across multiple locations to process immigration and citizenship benefits. CRI processed over 60,000 files daily on average across a contract valued at more than $146 million, managing data entry, correspondence, fee collection, fraud detection, file operations, and quality control.
700+
FTE deployed60,000+
files daily$146M+
contract value
Loan Servicing
Federal Student Aid USDS
Department of Education
As a prime contractor on the Federal Student Aid (FSA) Unified Servicing and Data Solutions (USDS) program, CRI provides a loan servicing solution that supports federal student loan borrowers with an excellent customer experience, maintains a high level of performance, and supports FSA’s focus on reducing delinquency and default.
2.8M+
Borrowers supported$52B+
In loans supportedPrime
Contractor on USDSContact Center Operations
FSA USDS Contact Center
Department of Education
CRI established and currently manages a fully virtual, omnichannel contact center for FSA borrowers as one of five prime contractors on the Unified Servicing and Data Solution (USDS), a $16 billion IDIQ contract, handling more than 1.5 million borrower calls each month.
1.5M+
Calls per month6M
Borrowers supported95%
Quality pass rate
Federal Program Support
FOIA Support
Department of Energy
CRI deployed a team of 21 Freedom of Information Act (FOIA) analysts to support the Department of Energy’s headquarters FOIA program, processing more than 1,000 cases and achieving 22% reduction in backlog, more than twice the agency’s goal. CRI earned Contractor Performance Assessment Reporting System (CPARS) ratings of Exceptional in Schedule, Management, and Regulatory Compliance, and supported the DOE’s transition from a decentralized to a fully centralized FOIA processing model.
22%
Backlog reduction1,000+
Cases processedExceptional
CPARS ratings
Federal Program Support
Acquisition Support Services
Department of the Interior’s Acquisition Services Directorate (AQD)
CRI provided acquisition support services to the Department of the Interior’s Acquisition Services Directorate (AQD), deploying over 40 acquisition professionals to manage federal procurement operations across multiple bureaus and customer agencies. CRI completed more than 5,064 acquisition actions in a single year and exceeded contract closeout objectives, earning Very Good CPARS ratings for Quality, Schedule, and Management.
40+
Acquisition professionals5,064
Acquisition actions3,707
Contract closeoutsReady to modernize mission operations?
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