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GSA Offers One-Stop Shopping for Telephone and Internet Customer Contact Systems and Services

GSA #9625

December 21, 1999
Contact: Bill Bearden
(202) 501-1231

Washington, D.C. -- The U.S. General Services Administration announced today it has initiated blanket purchase agreements with 11 industry partners to offer telephone and internet customer contact products and solutions to Federal customers.

"Easy access to government information and services from anywhere at anytime, is what the American public wants," said Dennis Fischer, GSA's Federal Technology Service commissioner. "These agreements with our 11 industry partners will better enable us to provide them with that service."

In making the announcement, Fischer listed the services each industry partner will provide under the BPAs:
Consultation and Management Services:

Arthur Andersen LLP (Washington DC)
Arthur D. Little, Inc. (Cambridge, MA)
Booz Allen & Hamilton Inc. (McLean, VA)
PricewaterhouseCoopers LLP (Arlington, VA)
Metamor Government Solutions (Alexandria, VA)

Systems Integration and Implementation Support Services:

DICHROMA, Inc. (Alexandria, VA)
Kajax Engineering, Inc. (Arlington, VA)
Lucent Technologies (Silver Spring, MD)
Science Applications International Corporation (McLean, VA)
Unisys Corporation (McLean, VA)
VGS, Inc. (Fairfax, VA)


"By leveraging the latest technologies and industry best practices," Fischer said. "GSA can provide efficient and cost-effective solutions that federal agencies can use to touch people's lives each day -- in positive ways."

Federal agencies currently operate hundreds of traditional telephone call centers and thousands of internet web sites. The convergence of telephone and internet-based services are offering new opportunities for agencies to leverage the capabilities offered by current and emerging call center technologies to dramatically improve customer service.

Through these agreements with this select group of industry partners -- and use of other existing FTS contracts, such as FTS2001, MAA, and CINEMA -- GSA will provide a one-stop shopping experience to Federal agencies to help them plan, design, implement, operate, and manage their telephone and internet customer contact centers. The range of solutions offered by FTS will include: consultation and management services; call center hardware, software, furnishing and accessories; systems integration and implementation support services; inbound and outbound telecommunications services; internet connectivity; web site development and administration; and web hosting services.

To learn more about how the GSA Customer CONTACT Systems and Services Program can help you improve customer service delivery, contact Henry Lai, Director, Center for Emerging Technologies, at (703) 306-6640.

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