Customer Contact Centers

• HHS Hotline – Department Information Line
• PSC Contact Center – “ONE-DHHS”

HHS Hotline—Department Information Line

Provided by Administrative Operations Service

Offered to: All Federal Agencies
Contact: 301-443-2414; kimberly.tran@psc.hhs.gov

The HHS Hotline manages the general information telephone line for the Department. The hotline receives inquiries, helps callers find information, and directs them to HHS program offices and other Federal, State, and local organizations.

Performance: 90% of the time, the HHS Hotline will be available for inquiries each business day between 8:30 a.m. and

5:00 p.m. Eastern Standard Time.

Rate: $2.99 per Full-Time Equivalent per year

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PSC Contact Center “ONE-DHHS”

Provided by Information and Systems Management Service

Offered to: All Federal Agencies
Contact: 301-443-0866; kathy.cooper@psc.hhs.gov

The PSC multi-channel Contact Center provides first-level telephone or e-mail support for both employees and the public.

Key features include:

• Toll-free calling using the toll-free number of the customer’s choice or the Center’s “1-888-ONE-DHHS” (663-3447) number.
• A fully staffed Contact Center with a trouble-ticket system to capture, track, analyze, and report on service request details.
• E-mail support with full trouble-ticket compatibility featuring immediate e-mail acknowledgments, predefined e-mail templates for auto-responses, and ability to redirect e-mail to the Center automatically from any source.
• Interactive voice response to route incoming calls and provide unattended services including voice mail, special announcements, and pre-recorded messages. Voice mails are responded to on the following business day.
• Weekly executive and operational reports summarizing Contact Center performance metrics and analyses of call and e-mail patterns.
• Automated customer satisfaction surveys for callers through the telephone keypad.
• A secure environment monitored for systems and personnel compliance by HHS security officials. All Center personnel have been designated Level 5C, medium risk public trust.

Performance: 80% of calls will be answered within 45 seconds.

98% of e-mail will be answered within 2 business days.

90% of customers surveyed will be satisfied with their Help Desk experience.

99.9% of the time, the Help Desk will be available during operating hours.

Rate: By agreement per participating Agency

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