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The National Contact Center's FAQ database reduces phone call and email volume and saves the government as much as $5 million per year.
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National Contact Center: FAQ System
The Federal Citizen Information Center’s (FCIC) National Contact Center (NCC) answers the public’s questions about federal programs, benefits and services. The full knowledgebase used by its trained information specialists is available online through the USA.gov website. In fall 2006, the NCC expanded its service by adding a multi-agency shared FAQ system.
The shared FAQ allows a citizen to search more than one federal agencies’ FAQ knowledgebase simultaneously. For example, if a user types “retirement benefits” at the NCC knowledgebase search, they receive answers from the NCC FAQs on topics such as private sector and civil service benefits, as well as answers from the FAQ databases of SSA, US Census Bureau, and Customs and Border Protection. This eliminates multiple searches and saves the citizen time and effort.
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