FAQ

 

Services

A: One of 24 Presidential E-Government Initiatives, we play an integral role in the President’s Management Agenda. Managed by the Office of Citizen Services and Communications (OCSC) in the General Services Administration (GSA), our mission is to present citizens with a single reference point for government, allowing them to receive accurate, timely and consistent answers and information.

We use the existing infrastructure of the Federal Citizen Information Center (FCIC) and the USA.gov portal to develop citizen-centric solutions that improve the ease with which citizens can interact with the government and act as a citizen customer service solution provider for other federal agencies and E-Government initiatives. Also GobiernoUSA.gov provides valuable information in Spanish. The Publications Center in Pueblo, CO distributes hundreds of different publications for forty agencies, totaling approximately 21.3  million in FY-2007.

Q. What programs does USA Services provide?
A. Dozens of agencies partner with us to handle misdirected emails and phone calls from the public enabling citizens to get the help they need and agencies to focus on their core mission. Others contract with us to handle their first contact calls and emails using the FirstContact contract vehicle. We will also be awarding a follow-on contract vehicle – USA Contact – in early FY-2008.  Through our Advocates Program, the federal government strives to become more “citizen-centric” by providing “Best Values and Practices” to federal agencies in citizen customer service. Through our Citizen Service Levels Interagency Committee (CSLIC) project, we seek to establish a standard for citizen customer service across the federal government.

Q. What is USA Services’ mission?
A. We develop citizen-centric solutions that improve the ease with which citizens can interact with the government and act as a citizen customer service solution provider for other federal agencies and E-Government initiatives. In particular, we:

• Improve services to citizens, allowing them to get information from federal agencies in both English and Spanish via Internet, publications, telephone, and email in a privacy-protected environment.
• Provide call tracking to partner agencies for improved quality service and timeliness in responses to the citizen. For example, agencies might update their web site to reflect a new commonly asked question.
• Reduce partner agency expenses for infrastructure, procurement, and labor within the agency or for expenses related to contact centers that respond to email and telephone calls.

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Advocates Program

Q. What is the Advocates Program?
A. By signing a Working Agreement with us, your agency agrees to formally designate a "USA Services Agency Advocate" to be responsible for leading these activities within your agency.

Q. Who is my Agency’s Advocate?
A. Your agency’s Chief Information Officer usually determines the appropriate individual to serve as the agency’s Advocate and act as a liaison between the agency and USA Services. Review the list of current agencies that participate in this program.

Q. What does an Advocate do?
A. The Advocate is part of a network of agency representatives working together to improve customer service government-wide. Responsibilities include:

- Overseeing the implementation of USA Services activities at his/her agency, according to signed agreements between the agency and the General Services Administration.
- Implementing a system within the agency for forwarding misdirected phone calls and emails to us and leading an active internal communications promotion.
- Identifying opportunities to expand the use of our programs and assist in the acceptance and implementation of any interagency agreements or Memorandum of Understanding that specifically address USA Services
- Assisting in the coordination of appropriate training of our information agents.
- Helping develop an effective government-wide approach to share answers to frequently asked questions.
- Collaborating with other agencies in developing an effective government-wide approach to performance metrics and citizen customer service standards through the Citizen Service Levels Interagency Committee
- Helping collect baseline data and maintaining a measurement system to report performance metrics to the - Office of Management and Budget.
- Raising awareness of the benefits of USA Services – such as FirstContact -- within his/her agency and coordinating with the managers of the agency’s citizen contact activities.
- Participate in 3-4 Partner meetings a year.
- Participating in working teams to develop or improve specific functions (e.g., the Frequently Asked Questions (FAQ) working group.

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CSLIC Program

Q. What does CSLIC stand for?
A. Citizen Service Levels Interagency Committee

Q. What is CSLIC’s mission?
A. CSLIC’s mission is to set service levels for the service that the federal government provides to citizens. Another group has addressed websites, so CSLIC is addressing telephone, email, and in person service. For example, some agencies will answer an email you send within 2 days, while others take as long as 10 days. CSLIC is an attempt to make service levels more consistent, so citizens will know what to expect. CSLIC is also concerned about the accuracy of information we are providing to citizens.

Q. Who is on CSLIC?
A. Almost 70 individuals from 35 agencies and major bureaus serve on CSLIC. All but two cabinet level agencies are represented. CSLIC members are involved in the management of their agency’s call or contact center, or the management of field offices where walk in service is provided.

Q. What is the current status?
A.CSLIC completed its first report on September 28, 2005. In this report, we put forth guidelines and recommendations for how to best serve citizens. The report is organized by "channels" citizen use to contact the government (phone, email, in person, letter).

Q. Why is USA Services running CSLIC?
A. USA Services, one of the President’s 24 E-Gov initiatives, is a natural to lead this effort since it operates the 1-800-FEDINFO National Contact Center. This center responds to calls, as well as emails sent to the government from the USA.gov website. In addition, we hold meetings where members of the federal community can discuss developments in contact center practices and technology.

Q. Where does CSLIC meet?
A. Most of CSLIC’s meetings take place by conference call. When we meet in person, we generally meet at the General Services Administration Headquarters 1800 F Street, N.W., Washington, D.C.

Q. How do I join?
A. Contact us.

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Misdirects Program

Q. What is the Misdirects Program?
A. Using 1-800 FED INFO or an agency-specific e-mail box, we can handle your misdirected inquiries allowing your resources to focus on your agency's core mission.

Q. What are the advantages of participating in this program?
A. If you receive calls and emails that don’t apply to your agency’s mission, you can sign a Memorandum of Understanding with USA Services and we will ensure they are answered. By forwarding your misdirected calls and emails to us, you have more time to focus on your agency’s core mission.

Q. How can I participate?
A. To take advantage of this free service, please fill out, sign and return the Working Agreement. To expedite implementing misdirects for your agency, please fill out this Misdirected Inquiries Intake document. Once you have your program in place, you will want to get the word out to the rest of your agency staff. View our Communications Plan for “how to” ideas!

Q. Where can I get additional information about the program?
A.To talk with someone about the program, please contact USA Services or your agency’s Account Executive.

 

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