recommended reading

GSA’s Federal Acquisition Service to Revamp Customer Service to the Tune of $1.3M

Jesus Sanz/Shutterstock.com

The General Services Administration’s Federal Acquisition Service is responsible for purchasing billions of dollars of goods and services for the federal government, and not surprisingly, it gets many customer calls.

Just shy of 1 million calls annually, according to a press statement from telecommunications contractor CenturyLink, which announced a $1.3 million contract award this week to improve FAS’ customer service.

CenturyLink will provide a hosted contact center and voice-over-IP services to FAS as part of its contact center modernization project, which will significantly upgrade the existing systems of several FAS contact centers.

The biggest beneficiaries will be the GSA’s National Customer Service Center, its Fleet Accident Management Center and its Maintenance Control Center—FAS’ largest customers.

FAS Deputy Commissioner Kevin Youel Page told Nextgov in a statement the contract—awarded via GSA’s IT Schedule 70 —came after a meticulous effort to “understand the challenges [customers] face while streamlining their experiences.”

That effort included numerous customer interviews and focus groups as well as annual and transactional surveys.

“The customer has always been at the core of GSA’s mission and vision," Youel Page said. "We listen to our customers—federal agencies, industry partners and employees—and started mapping out customer journeys across key FAS products. Adding innovative hosted VoIP services to our GSA National Customer Service Center, GSA Fleet Accident Management Center and Maintenance Control Center allows us to modernize and update the systems currently in use by these call centers and improve our customer service.”

If the contract indeed improves FAS’ customer service, its $1.3 million, 1-year value could increase, as GSA could exercise as many as four one-year options, boosting its potential value to more than $6 million.

Later this year, GSA is expected to again bid out its Multi-Channel Contact Center Contract, which Deltek estimates could be worth $2.5 billion. The existing USA Contact currently serves as a resource for at least 10 agencies to access a broad range of contact center services, including customer service representatives.

A GSA representative clarified to Nextgov that because the newly announced contact center modernization project did not require certain support services, such as customer service representatives, the procurement was conducted via Schedule 70 instead of the USA Contact vehicle.

Threatwatch Alert

Thousands of cyber attacks occur each day

See the latest threats

JOIN THE DISCUSSION

Close [ x ] More from Nextgov
 
 

Thank you for subscribing to newsletters from Nextgov.com.
We think these reports might interest you:

  • Modernizing IT for Mission Success

    Surveying Federal and Defense Leaders on Priorities and Challenges at the Tactical Edge

    Download
  • Communicating Innovation in Federal Government

    Federal Government spending on ‘obsolete technology’ continues to increase. Supporting the twin pillars of improved digital service delivery for citizens on the one hand, and the increasingly optimized and flexible working practices for federal employees on the other, are neither easy nor inexpensive tasks. This whitepaper explores how federal agencies can leverage the value of existing agency technology assets while offering IT leaders the ability to implement the kind of employee productivity, citizen service improvements and security demanded by federal oversight.

    Download
  • Effective Ransomware Response

    This whitepaper provides an overview and understanding of ransomware and how to successfully combat it.

    Download
  • Forecasting Cloud's Future

    Conversations with Federal, State, and Local Technology Leaders on Cloud-Driven Digital Transformation

    Download
  • IT Transformation Trends: Flash Storage as a Strategic IT Asset

    MIT Technology Review: Flash Storage As a Strategic IT Asset For the first time in decades, IT leaders now consider all-flash storage as a strategic IT asset. IT has become a new operating model that enables self-service with high performance, density and resiliency. It also offers the self-service agility of the public cloud combined with the security, performance, and cost-effectiveness of a private cloud. Download this MIT Technology Review paper to learn more about how all-flash storage is transforming the data center.

    Download

When you download a report, your information may be shared with the underwriters of that document.