ࡱ> WYV#` 'bjbj :Nzzzzzzz tJ$$,zzzzzUUU3$5$5$5$5$5$5$$'hl)Y$z8UU88Y$zzzzn$."""8Fzzzz3$"83$""V"@zz#zn *Z ~" 3$$<$#x**#*z#Un"dUUUUY$Y$ UUU$8888$ $ zzzzzz  GSA Office of Citizen Services National Contact Center 1 (800) FED INFO GSAs National Contact Center (NCC), part of its Office of Citizen Services, serves as a single point of contact for citizens with questions about Federal agencies, programs, and services. The NCC has brought together information from hundreds of Federal offices so people get the help they need right away. A single toll-free call, e-mail or chat connects the American public to this one-stop source of information about the Federal government. Frequently Asked Questions What can citizens expect from the NCC? The NCCs trained staff can answer questions in English or Spanish, or direct citizens to an appropriate contact for answers. Its staff is eager to help and has great information at its fingertips about the agencies, programs, and activities that make up the Federal government. The NCC answers 1.5 million calls, e-mails, and chat sessions a year thats about 6,000 questions a day. Anyone in the U.S. or Canada can call toll-free to 1 (800) FED INFO (thats 1 (800) 333-4636) between 8 a.m. and 8 p.m. eastern time M-F to talk to their agents. Recorded information on frequently requested subjects is available around the clock. The public can e-mail their questions about the Federal government too in English or Spanish -- by going to USA.gov and clicking on E-mail at the top of the page. The NCC will respond with an answer by e-mail within two business days. Or, people can ask their questions in English via a live chat, available from 8 a.m. to 8 p.m. ET (M-F). Go to USA.gov and click on Chat at the top of the page. Additionally, the full database of answers used by the NCC agents is publicly available on the web at answers.usa.gov. Or go to USA.gov and click on FAQs at the top of the page. What are some of the questions most frequently asked by the American public? Trying to find an answer to a question about the Federal government can lead to a merry-go-round of referrals, and getting an answer to the difficult ones may seem impossible. The NCCs information specialists can answer these questions, or direct you to the person who can. The American public frequently contacts the NCC to get answers about foreign travel, visas, passports, and immigration and naturalization. Other popular topics include Federal loans and grants, Federal jobs, Social Security, buying surplus government property, and how to contact your Senator or Representative. These topics are old favorites, but the NCC fields questions on new and ever-changing items of interest from people, too: IRS stimulus checks, the $700 billion economic bailout, what Freddie Mac and Fannie Mae are all aboutand tickets to the Presidential Inauguration. How do agents find the right answer? Providing the public with timely, accurate information is what the NCC is all about. The NCC pays close attention to emerging government issues and topics. It regularly reviews new information coming from Federal agencies and organizations as a result of ongoing research, legislation and changes in public programs. The information gathered becomes part of a comprehensive knowledgebase that is used by the NCC information agents to give the American public the most complete and up-to-date answers available. People can find this same information by going to USA.gov and clicking on FAQs at the top of the page. As an added feature, the NCC now includes access to other agencies FAQ databases in its own FAQ search tool. This shared FAQ service allows a citizen to search multiple Federal agencies FAQ knowledgebases simultaneously. When a user enters a term in the Search field on USA.govs FAQ page, he can expect answers not only from the NCCs knowledgebase, but also from other government FAQ systems like Social Security, U.S. Census, and U.S. Customs and Border Protection. How long has the NCC been in existence? Since 1966, Americans have been contacting the NCC (previously known as GSAs Federal Information Center) to get answers to their questions about the government. Initially, the service was available only in person or via local telephone numbers in key metropolitan areas. But starting in 1990 the NCC was contracted out and began responding to public inquiries via a nationwide toll-free telephone number, and has done so ever since. In 2003, they added the ability to respond to citizens e-mail questions as well. And, eager to meet the publics changing needs, they expanded service to include live web chat in 2006. What assistance can the NCC offer Federal agencies? The fundamental goal of the NCC is to simplify access to the Federal government and to government-related information by serving as a single, initial point of contact for the public. The NCC works with individual Federal agencies and programs to respond to more specialized public inquiries. For example, on behalf of the Department of State, the NCC answers calls in response to public concerns about overseas travel and related issues. Available by calling 1 (888) 407-4747, the public has found this service invaluable. The NCC helped during many crises: Americans caught in the Southeast Asian tsunami of December 26, 2004, in the London transit system bombing of July 2005, and again in the terrorist attacks in Mumbai, India in November 2008. But the most notable crisis, and the beginning of this relationship, was the World Trade Center attack on September 11, 2001. In the weeks that followed, the National Contact Center answered thousands of calls from Americans in the States and overseas, concerned for their safety and the security of their loved ones. The NCC handles requests for the free quarterly Consumer Information Catalog, and takes phone orders at 1 (888) 8 PUEBLO (thats 1 (888) 878-3256) for hundreds of government publications available from the Government Printing Office distribution center in Pueblo, Colorado. This long-term and popular activity includes special offerings promoted through Parade Magazine and Dear Abby columns. The NCC can work with Federal agencies to assist in their responses to public inquiries. Sometimes agencies receive phone calls and e-mail inquiries that have nothing to do with that agencys mission. The NCC encourages these agencies to redirect these inquiries to the NCC, who will either answer the questions directly based on website or knowledgebase content, or will furnish citizens with the contact information needed to secure an answer (name of agency having jurisdiction over the issue, phone number, website URL, etc.). There is no cost to the agency for this service. With decades of public service behind it, the National Contact Center has emerged as a true Federal government success story. GSAs Office of Citizen Services decided to tap this valuable well of contact center experience for other agencies. Using the NCCs task order as a model, it created a streamlined, cost-efficient means for other federal agencies to acquire contact center services. In 2004 it offered the first contract vehicle for contact center services (FirstContact) and Federal agencies quickly awarded 15 task orders against this IDIQ. In 2008, on the heels of FirstContacts success, GSA issued USA Contact -- a follow-up IDIQ contract with even broader limits and 5 task orders were awarded against USA Contact within the first six months. There is no charge for using USA Contact. For more information on this contracts possibilities, see http://www.usaservices.gov/contactcenters/usacontact/index.php For More Information on the National Contact Center and Related Programs If you are interested in obtaining additional information or want to explore working with the National Contact Center, please call Jerry Young at (202) 501-0761 or e-mail him at jerry.young@gsa.gov. 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