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The Working Agreement details the roles and responsibilities of both OCSC and XYZ in relationship to the implementation and ongoing management of the USA Services Initiative. This Working Agreement, however, does not cover specific services that XYZ may request to meet its mission objectives. Any such services to be provided, and associated costs, will be addressed under a separate agreement. II. Background Implementing Electronic Government (E-Gov) is a key element in the President’s Management Agenda. The USA Services Initiative is one of the 24 E-Gov initiatives approved by this Administration to improve access and delivery of Government services to the American public. The goal of the USA Services Initiative is to leverage the knowledge and resources of government agencies to provide a seamless citizen information network that is easily accessible, secure, and provides consistent, timely, and professional responses to the constituents they serve via their preferred methods of communication. GSA was designated as the Managing Partner for the USA Services Initiative and has established a project management office within the Office of Citizen Services and Communications. The Federal Citizen Information Center (FCIC) office within OCSC has been given responsibility to run the operations of USA Services and manage the finances. III. Roles and Responsibilities USA Services, OCSC and XYZ agree to work diligently together to leverage available resources to achieve the goals of the USA Services Initiative and the partner. USA Services at OCSC shall be responsible for the following: Responding promptly to XYZ-related inquiries received directly from citizens via OCSC managed contact centers [e.g., the FCIC National Contact (NCC) at 1 (800) FED INFO, FirstGov.gov website]. OCSC responds to 98% of all e-mail inquiries within 2 business days of receipt. Calls to the NCC are answered using an Interactive Voice Response system that offers callers the option of listening to recordings of frequently requested information or speaking to a live operator during business hours of 8 a.m. to 8 p.m. ET, Monday-Friday (excluding Federal Holidays). Recordings of the most popular topics service all calls during non-business hours. Responding or providing referral service to misdirected inquiries forwarded to OCSC by XYZ within the same timeframes as outlined above. Working with XYZ to develop appropriate formats for receiving misdirected e-mail from XYZ at OCSC. Working with XYZ to develop responses for responding to XYZ-related inquiries, when necessary. Upon request, providing statistics to XYZ on XYZ-related inquiries. Upon request, furnishing XYZ with our procedures for handling suspicious or threatening inquiries. Providing safeguards on personal information received at OCSC contact centers to ensure privacy is protected. Implementing the required measures to ensure that the security of inquiry response and management systems is not compromised (e.g., content checking, anti-virus, e-mail exploitation detection and defense, and threats analysis). Working with XYZ and other agencies to develop an effective government-wide approach to share answers to frequently asked questions. This would most commonly occur as an outgrowth of USA Services Partner Meeting activities. Working with XYZ and other agencies to develop an effective government-wide approach to performance metrics and citizen customer service standards. XYZ shall be responsible for the following: Assigning an XYZ Advocate to work with the OCSC, providing oversight and direction in the implementation and promotion of the USA Services Initiative. The Advocate will coordinate work with the OCSC and/or its contractor on the actual implementation and ongoing management of USA Services endeavors (e.g., coordinating the implementation of the misdirect program). Working with the OCSC and/or its contractor to develop appropriate formats for forwarding e-mail from XYZ to OCSC. Referring misdirected phone and e-mail inquiries received by XYZ to OCSC, as appropriate, for disposition by OCSC. XYZ will forward misdirected e-mail inquiries to OCSC within 2 business days of receipt. XYZ will provide/promote the 1 (800) FED INFO phone number as a source of information for misdirected inquiries. Providing relevant information and assistance to the OCSC and/or its contractor in the development and/or review of content that is used to respond to XYZ-related inquiries (e.g., preformatted e-mail and scripted phone responses). Working with the OCSC and/or its contractor and other agencies to develop an effective government-wide approach to share answers to frequently asked questions. This would most commonly occur as an outgrowth of USA Services Partner Meeting activities. Working with the OCSC and/or its contractor and other agencies to develop an effective government-wide approach to performance metrics and citizen customer service standards. IV. Restrictions/Confidentiality: Not applicable. V. Funding: For this agreement there is no exchange of funds. VI. Performance Period: This agreement shall be effective upon the signatures of both parties, and shall remain in effect indefinitely until written cancellation by one or both of the parties (See Section VIII, Cancellation). VII. Amendments to Agreement: Changes to the terms of this Agreement must be in the form of an amendment. The amendments must be signed by the parties to the original agreement, or by designees. VIII. Cancellation: This Agreement can be canceled by either party based upon written notification furnished thirty (30) calendar days in advance of proposed cancellation date. IX. Points of Contact: For USA Services, OCSC: Customer Service Contact Stuart Willoughby USA Services Office of Citizen Services and Communications 1800 F Street NW Room G-128 Washington DC 20405 (202) 501-9121  HYPERLINK "mailto:stuart.willoughby@gsa.gov" stuart.willoughby@gsa.gov For XYZ: By executing this Agreement, the parties agree to the terms and conditions contained herein. _____________________________________________________________ M. J. 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