Public Experience Portfolio Contact Center

Added:
Oct 15, 2018 9:23 pm
GSA’s Technology Transformation Services Office of Products and Programs Public Experience Portfolio/USAGov (formerly the Federal Citizen Information Center) is congressionally mandated to provide Government information to the public.
Always focused on connecting citizens with Government information and services, the organization’s mission is to deliver a high-quality experience to citizens when accessing Government information and services – anytime, anywhere and through any delivery channel. We emphasize the customer experience and employ user-centered design techniques such as journey mapping, etc. in everything we do.

The USAgov Program Office manages the USAgov Contact Center, which along with the USA.gov and GobiernoUSA.gov’s websites and social media presence, makes up an Omni channel approach to answering the public’s questions about the government. This contact center supports USA.gov, GobiernoUSA.gov, and other government

agencies by providing answers to the public’s questions about government information and services via telephone, email, web chat, and postal mail. It serves as the “voice of the Government,” helping citizens navigate and understand Government programs, services and information. In FY2017, the Contact Center responded to over 500,000 calls, emails, and web chat inquiries from the public

OBJECTIVE

This Request for Information (RFI) is being issued to accomplish market research pursuant to Federal Acquisition Regulation (FAR) Part 10 and to identify vendors capable of performing the functions described herein. This notice is issued solely for information and planning purposes and does not constitute a Request for Proposal (RFP) or a commitment on the part of the Government to conduct a solicitation for the below-listed services in the future. Respondents are advised that the Government will not pay for information submitted in response to this RFI, nor will it compensate respondents for any costs incurred in the development/furnishing of a response. The Government will not accept telephone calls or questions for this RFI.

Added:
Oct 17, 2018 5:18 pm
See above