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.
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