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GSA: New $150M Contract Will See 5 Vendors
Providing Federal Agencies with Contact Center Services

GSA #10100

July 22, 2004
Contact: Deborah K. Ruiz (202) 501-1231
deborah.ruiz@gsa.gov

WASHINGTON, D.C. – Federal agencies that need single or multi-dimensional contact center services will now find it much easier to satisfy their requirements under a unique contract announced today by the U.S. General Services Administration.

“This contract will save agencies time and money, and ultimately make it easier and faster for citizens to get the right information,” said GSA Administrator Stephen A. Perry. “It’s all part of GSA’s commitment to USA Services, one of President Bush's E-Government initiatives that is citizens’ front door to government information and services.”

GSA awarded the contract to five vendors that will provide a wide range of contact center solutions to help agencies serve citizens more efficiently and effectively. They are: The ICT Group of Newtown, Penn.; Pearson Government Solutions of Arlington, Va.; Teletech Government Solutions of Englewood, Colo.; Aspen Systems Corporation of Rockville, Md.; and Datatrac Information Services, Inc., of Richardson, Texas.

The contract is for one year with four one-year options.  The estimated value of the program is $150 million over the  next five years.  The selected companies  have proposed high quality service at competitive prices.  This combination should result in great value to all federal agencies that take advantage of the program.     

GSA combined its expertise in federal procurement management and commitment to citizen-centric government in devising this unique approach to providing federal agencies with a choice of contact center service vendors. For the first time, agencies will have access through GSA to a contract vehicle that is designed specifically to provide fully managed contact center solutions to help them respond to citizens’ telephone and e-mail questions.

“We realized that, in order to help citizens get the information they want and need from government, we also had to help agencies with the delivery process,” said Mary Joy (M.J.) Jameson, Associate Administrator of GSA’s Office of Citizen Services and Communications (OCSC), where USA Services is housed. “Now agencies can come to USA Services for help in setting up easily accessible, timely and complete information delivery systems to respond to citizens’ questions via communications channels of their choice.“

USA Services is one of President Bush’s E-Gov initiatives helping citizens to access government information and services on their terms.  With USA Services, citizens can get information from federal agencies in English and Spanish in a variety of ways: via FirstGov.gov, the U.S. Government’s official Web portal; by e-mail, by calling 1-800-FED-INFO to reach the National Contact Center; or by writing to Pueblo, Colorado, 81009 an option which provides a wide variety of helpful federal publications in print.


Contact Center Services, multi-dimensional contact center services, contact center