News Releases
GSA Awards $2.5 Billion Multi-Channel Contact Center ContractGSA # 10469 March 17, 2008 WASHINGTON – The U.S. General Services Administration (GSA) today awarded a key contract that will provide federal agencies with easy access to a broad range of contact center services and facilitate citizen access to official government information on a daily basis and in times of emergency. The “USA Contact” contract, worth an estimated $2.5 billion over the next decade, was awarded to nine providers: Convergys Corporation; CSC-Datatrac Inc.; EDS; ICT Group; Lockheed Martin Services ; L3 Communications; TechTeam Government Solutions, Inc.;Teletech Government Solutions; and Vangent, Inc. “Every second matters during a crisis,” said GSA Administrator Lurita Doan. “This contract vehicle enables us to establish emergency centers in days, if not hours.” Doan noted that USA Contact also provides agencies with ongoing fully managed contact center solutions to respond to citizen inquiries through phone and email. GSA devised this unique approach to providing federal agencies with a choice of pre-approved contact center service vendors as part of its commitment to citizen-centric government. USA Contact replaces FirstContact and remains part of GSA’s USA Services, a Presidential E-Government initiative. FirstContact completed 15 task orders from 2004 to 2007. Key tasks included setting up contact centers for: the U.S. Department of Health and Human Services and the U.S. Department of State; FEMA in the wake of Hurricane Katrina and the U.S. Department of Veterans Affairs following the theft of a laptop with sensitive personnel data. “GSA is helping citizens get the information they want and need from government by assisting agencies with the delivery process,” said Martha Dorris, Deputy Associate Administrator of GSA’s Office of Citizen Services, which manages USA Contact. “Agencies will be able to come to GSA for help in setting up easily accessible, timely and complete contact centers to respond to citizen’s questions via the communications channel of their choice.“ For more information about USA Contact, visit www.usaservices.gov. ### GSA provides a centralized delivery system of products and services to the federal government, leveraging its enormous buying power to get the best value for taxpayers. Index of News Releases
Last Reviewed 3/17/2008
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