Participating Agencies

These agencies and e-Gov initiatives are participating in our Misdirects program.


Cabinet-Level Departments:

Department of Agriculture
Department of Commerce
Department of Homeland Security
Department of Defense
Department of Education
Department of Energy
Department of Health and Human Services
Department of Housing and Urban Development
Department of the Interior
Department of Justice
Department of Labor
Department of State
Department of Transportation
Department of the Treasury
Department of Veterans Affairs


Independent Establishments, Government Corporations & e-Gov Initiatives:

Consumer Product Safety Commission
E-Authentication
Environmental Protection Agency
Equal Employment Opportunity Commission
General Services Administration
Grants.gov
Medicare Payment Advisory Commission
National Aeronautics and Space Administration
National Archives and Records Administration
National Credit Union Administration
Nuclear Regulatory Commission
National Science Foundation
Office of Management and Budget
Office of Personnel Management
Securities and Exchange Commission
Selective Service System
Small Business Administration
Smithsonian Institution
Social Security Administration
US Agency for International Development
US Postal Service

Contact Center Services

Answering the Public's Call

National Contact Center: Misdirects Program

Do you receive calls and emails that don’t apply to your agency’s mission and wish you had someone else who could handle these for you? By letting us handle your misdirected inquiries, your agency will have more time to focus on your core mission.  This service is free to agencies.


How It Works

  • You can forward the telephone calls to 1 800 FED-INFO and/or emails to an email box specific to your agency, and we will respond to these inquiries for you – at no cost!
  • If we do not have the information to respond to these “misdirected” inquiries using our extensive database, we will refer the citizen to the appropriate agency.
  • By forwarding these “misdirected” inquiries to us for handling, your staff has more time to handle your agency-specific responsibilities!
  • You can see how our process works in this flowchart.
  • 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!


The preferred and easiest way to take advantage of the Misdirects program is as follows:

  1. Sign a Memorandum of Understanding with GSA that you will participate in the Misdirects Program.
  2. Complete the intake document to expedite implementation.
  3. Your agency sets up a common mailbox; all agency employees can forward their misdirected email. (For example: notgsa@gsa.gov)
  4. Promote the mailbox address and its proper usage.
  5. The messages in the mailbox are forwarded to us. Either you set a rule to automatically forward the email messages or someone reviews the messages and manually forwards them to us.
  6. Our specially-trained email agents review and respond to each message. The responses either give a direct answer or provide a link to a web page that has the answer.
  7. There may be occasions where an inquiry is mistakenly forwarded to us but is actually your responsibility. We ask that you provide us an email address (an individual or a mailbox) where we can send back those messages.

 

» Contact us, if you have any questions or need additional information about our services.