Contact Center Services
GSA's Office of Citizen Services offers a full range of contact center services, tools and applications for federal agencies who need to establish a new contact center or enhance their current one. Whether your need is for ongoing routine contact center services or for emergency situations where every minute counts in standing up a center, the Office of Citizen Services can help you meet your agency's contact center needs.
USA Contact
USA Contact, as a part of GSA's Office of Citizen Services, supports federal agencies' contact center needs by providing free and easy access to information and services and ensuring timely, consistent, and accurate responses to citizen inquiries.
USA Contact was preceded by the FirstContact contract, the first multi-channel Indefinite Delivery, Indefinite Quantity (IDIQ) contract vehicle for contact center services. FirstContact was awarded in 2004 and remains in effect until mid-2009.
Check out the FOIA Reading Room to learn more about contact center vendors and the terms and conditions included in each IDIQ contract vehicle.
Read about how USA Contact helped the Veterans Administration reach out to combat veterans.
National Contact Center
National Contact Center's FAQ's knowledge base can help you find answers to all of your questions about the federal government. This easy to use information tool is the same database used by agents at 1 (800) FED INFO to answer public inquiries and it contains answers to over 2,200 FAQ's.
Learn more about shared Frequently Asked Questions (FAQ's)
Misdirects Program
The Office of Citizen Services' citizen-facing gateway for government information can also field misdirected phone calls and emails that fall outside your agency's mission, thereby saving you time and money.
Tools
Use the Citizen Services Cost Calculator to help you estimate the cost of starting a new call or contact center, as well as the cost of making enhancements to your current center.
In addition, check out the Procurement Tool Kit for documents to help you prepare for USA Contact's procurement process.
Last Reviewed 2/10/2009