About Us

U.S. Department of Veterans Affairs, Combat Veterans Call Center

The Office of Citizen Services helped the Veterans Affairs reach out to more than 550,000 combat veterans who had returned from the Global War on Terrorism who were entitled to benefits, but had not used these services.

» View case study (PDF 219 kb)

FEMA

The Office of Citizen Services assisted FEMA when four major hurricanes struck the southeastern United States over a period of six weeks, thousands were left homeless.

• Katrina Stats: USA Services National Contact Center handled more than 1.5 million hurricane related inquiries.
• USA.gov (formerly known as Firstgov.gov) created hurricane recovery pages with FAQs, links to finding loved ones, and links to other agencies, generating more than 100,000 hits per day.

» View case study (PDF, 64kb)

U.S. Department of State, Office of Overseas Citizens Services

The Office of Citizen Services helped the State Department ensure the welfare of American citizens when they are out of the country and alerting them to any known credible threats to their safety and security while abroad.

» View case study (PDF, 44kb)

U.S. Department of Veterans Affairs

The Office of Citizen Services helped the VA when a computer containing the personal information of 26.5 million veterans was stolen from the home of a VA analyst.

» View case study (PDF, 132kb)

Department of Health and Human Services
The Office of Citizen Services helps HHS to be more efficient and reduce expenses while fulfilling its mission to ensure the health and well-being of Americans. 

» View case study (PDF, 76kb)

U.S. Department of Health and Human Services: Human Trafficking

The Office of Citizen Services assists with the Rescue & Restore campaign.

» View case study (PDF, 80kb)

U.S. Department of the Interior, Fish and Wildlife Service

The Office of Citizen Services helps the Fish and Wildlife Service improve its relations with customers by improving contact center services.

» View case study (PDF, 44kb)

GovBenefits.gov

The Office of Citizen Services streamlines responsiveness to a high volume of inquiries.

» View case study (PDF, 50 kb)