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Contact Center Services

GSA's Office of Citizen Services and Innovative Technologies offers a full range of contact center services, tools, and applications for federal agencies that need to establish a new contact center or enhance their  current one. Whether your need is for ongoing routine contact center services or for emergency situations where every minute counts in standing up a center, the Office of Citizen Services and Innovative Technologies can help you meet your agency's contact center needs.

USA Contact

USA Contact, a contract vehicle that federal agencies can use to secure contact center services, supports federal agencies in their efforts to provide free and easy access to information and ensure timely, consistent, and accurate responses to public inquiries.

USA Contact was preceded by the FirstContact contract, the first multichannel indefinite delivery, indefinite quantity (IDIQ) contract vehicle for contact center services. FirstContact was awarded in 2004 and remained in effect until mid-2009.

Check out the USA Contact Reading Room to learn more about contact center vendors and the terms and conditions included in each IDIQ contract vehicle.

Read about how USA Contact helped the Department of Veterans Affairs reach out to combat veterans.  

USA.gov Contact Center

USA.gov Contact Center's FAQs knowledge base can help you find answers to all of your questions about the federal government. This easy-to-use information tool is the same database used by agents at 1 (800) FED INFO to answer public inquiries, and it contains answers to more than 1,500 FAQs.

Misdirects Program

The Office of Citizen Services and Innovative Technologies' citizen-facing gateway for government information can also field misdirected phone calls and emails that fall outside your agency's mission, thereby saving you time and money.

Tools

Use the Citizen Services Cost Calculator to help you estimate the cost of starting a new call or contact center, as well as the cost of making enhancements to your current center.

In addition, check out the Procurement Tool Kit for documents to help you prepare for USA Contact's procurement process.

CONTACTS

Contact Center Services
(202) 501-1794


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