Appendix B.  Key Documents Reviewed

National Contact Center documents

• EEOC Contact Center Customer Satisfaction Survey, CFI Group, May, 2006
• Equal Employment Opportunity Commission: Organizing for the Future, National Academy of Public Administration, February 2003
• Assessment of a National Contact Center Solution for EEOC, EEOC National Contact Center Work Group, June 2003
• Commission Meeting Transcript - September 8, 2003
• Contract dated September 20, 2004 between the US Equal Employment Opportunity Commission and NCS Pearson, Inc., and contract modification dated September 28, 2005 and effective May 1, 2005

EEOC Operations documents

• ORIP Study of High Performing Investigator
• Investigator competencies, and position descriptions for Investigator, supervisory Investigator, Investigator support assistant
• EEOC Performance Budget
• New Investigator Training FY 2005

Field Repositioning documents

• EEOC Field Repositioning Plan dated July 6, 2005
• Questions and Answers on Proposed Field Repositioning Plan
• Forum on Field Repositioning - transcript dated June 23, 2005
• Equal Employment Opportunity Commission: Actions Taken, but Agency Restructuring Efforts Could Benefit from a More Systematic Consideration of Advisory Panel's Recommendation, U. S. Government Accountability Office, October 2005. GAO-06-10

Other

• President's Management Agenda, Executive Office of the President, Office of Management and Budget, 2002
• Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed, U. S. Government Accountability Office, February 2006. GAO-06-270