navigation-background arrow-down-circle Reply Icon Show More Heart Delete Icon wiki-circle wiki-square wiki arrow-up-circle add-circle add-square add arrow-down arrow-left arrow-right arrow-up calendar-circle chat-bubble-2 chat-bubble check-circle check close contact-us credit-card drag menu email embed facebook-circle snapchat-circle facebook-square facebook faq-circle faq film gear google-circle google-square googleplus history home instagram-circle instagram-square instagram linkedin-circle linkedin-square linkedin load monitor Video Player Play Icon person pinterest-circle pinterest-square pinterest play readlist remove-circle remove-square remove search share share2 sign-out star trailer trash twitter-circle twitter-square twitter youtube-circle youtube-square youtube

GSA rethinking how agencies buy contact center services, tech

April 18, 2017 (Photo Credit: GSA)
General Services Administration officials said they could soon have a new follow-on contract to provide contact center services and technology to federal agencies.

In an April 18 blog post, GSA officials said the new contract vehicle would replace the current US Contact indefinite-delivery, indefinite-quantity contract, which is set to expire in March 2018.

The US Contact contract vehicle provides agencies with contact center services for issues like citizen inquiry response through phone, email and automated communication.  

“We’re also thrilled about the follow-on acquisition solution and all the advances in technology that federal agencies will be able to take advantage of to reduce call center operating costs and increase the quality of service they deliver to their customers,” officials said in the blog post.

As part of the development the new contract, GSA is soliciting collaboration from federal stakeholders in a focus group to determine the procurement strategy of the new contract vehicle.

Agency leaders who directly purchase contact center services can take part in a May 18 collaborative session to help “co-design” the new contract vehicle alongside the Office of Personnel Management Innovation Lab.

Officials have until May 5 to register for the collaboration session, which can be done through the GSA website.   

[Editor's Plug: Check out our free editorial white paper on building omnichannel contact centers, "Omnichannel ready."

Next Article