Modernizing the Government’s Contact Centers

Posted by Bill Zielinski
on August 13, 2019

We’ve all called a customer service line at some point in our lives, whether to order a new service for our house, change a flight, or set up a medical appointment.

Nowadays our options for getting to what we need are rapidly growing. Chatbots, voice recognition, and artificial intelligence (AI) systems provide faster and more accurate responses to our increasingly complex questions.

This applies to the government too. Thousands of people call various government agencies every day with requests and concerns. At GSA, it’s our job to help agencies get the solutions they need to make their contact centers as effective and efficient as possible. In fact, the President’s Management Agenda calls for agencies to provide a modern, streamlined, and responsive customer experience.

We’re ready to help and we developed a solution for those agencies through IT Schedule 70. 

Automated Contact Center Solutions – Up and Running

Earlier this fiscal year, we launched the Automated Contact Center Solutions (ACCS) Special Item Number (SIN) 132-20 under IT Schedule 70.  

This SIN provides any combination of technologies, equipment, software, and/or services needed to deliver high-quality customer service interactions to agency constituents across multiple channels.

The ACCS SIN includes a wide range of automated and attended managed solutions focused on modern contact center technologies: 

  • Artificial Intelligence (AI)
  • Callback
  • Chat Bots
  • Email Delivery
  • Hosted Online Ordering
  • Hosted Email Web Form
  • Hosted FAQ Service  
  • Interactive Voice Response (IVR)
  • Robotic Process Automation (RPA)
  • Text-to-Speech
  • Voice/Speech Recognition
  • Voicemail
  • Web Callback

Experienced Industry Partners

With the ACCS SIN, federal, state, local, tribal, and other eligible governments can access pre-vetted, experienced automated contact center solutions providers using IT Schedule 70’s streamlined procurement process.

Currently, there are 14 pre-vetted contractors (8 large, 6 small) on the ACCS SIN, with more in the queue to join.  As of 7/24/2019:

  • AT&T Corporation
  • Carahsoft Technology Corporation
  • Cognosante, LLC
  • Deborgem Enterprises, Inc.
  • Filius Corporation
  • IQ Solutions, Inc.
  • ITCON Services, LLC
  • Kores, LLC
  • Leidos, Inc.
  • Maximus Federal Services, Inc.
  • Palmetto GBA, LLC
  • Senture, LLC
  • Systems Integration, Inc.
  • TPUSA, Inc.

GSA is here to help streamline agency acquisitions, provide free scope reviews of draft solicitations, assist with market research activities, share best practices and ideas, conduct training, and more.   

For more information about the ACCS SIN, visit www.gsa.gov/contactcenter, or contact the program office at contactcenter@gsa.gov.

Please follow us on Twitter @GSA_ITC and LinkedIn to join our ongoing conversations about government IT.

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