Contact Center Solutions Available on GSA’s IT Schedule 70 Program
New SIN provides single contract for access to emerging technologies
October 1, 2018
WASHINGTON, D.C - The U.S. General Services Administration’s (GSA) Federal Acquisition Service (FAS) announced that the IT Schedule 70 Program has established an Automated Contact Center Solutions (ACCS) Special Item Number (SIN). IT Schedule 70 is the largest, most widely used acquisition vehicle in the federal government, providing direct access to products, services and solutions from more than 4,400 pre-vetted industry partners.
The federal government handles an estimated 750 million inquiries each year from the public. In turn, it spends up to $17.5 billion on contact center services annually to support the resolution of those inquiries.
“The majority of federal spend on contact center solutions goes through fragmented open-market purchases, which can be inefficient, cumbersome and costly,” said FAS Commissioner Alan Thomas. “Getting the best value for taxpayer dollars and providing exceptional services to our citizens is core to good government and strongly aligns with the Trump administration’s goal to improve the public’s interaction with their government. GSA is committed to helping make interactions with government services easier and more efficient through these new solutions provided by our industry partners on IT Schedule 70.”
“Federal agencies are embracing emerging technologies such as artificial intelligence, robotic process automation and chatbots in their contact centers,” said Acting Assistant Commissioner, GSA Office of Information Technology Category, Bill Zielinski. “These technologies are driving down costs and improving the quality of customer service in the private sector, and have the potential to do the same in the public sector.”
The ACCS SIN provides federal, state, local, and tribal government agencies easy access to pre-vetted, high-quality, contact center service providers through a single acquisition vehicle and aligns strongly with the President’s Management Agenda, which challenges federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private-sector organizations.”
The new SIN is also intended to support GSA’s Center of Excellence (CoE) for Contact Centers. The Contact Center CoE was established in December 2017 by GSA — in partnership with the White House’s Office of American Innovation — to help agencies modernize federal contact centers and improve citizen engagement. In addition, GSA has partnered closely with its federal agency partners to ensure the SIN will provide agencies with access to high-level, pre-vetted expert providers and their services.
The SIN, which offers new and emerging technologies and services that agencies can leverage to better meet their contact center needs, is open to industry partners for on-ramping and for customers to begin purchasing contact center solutions. All current IT Schedule 70 Program suppliers that offer contact center services or technology are welcome, but not required, to move their solutions onto the new SIN.
The mission of the U.S. General Services Administration is to deliver value and savings in real estate, acquisition, technology and other mission support services across the government. One of its four strategic objectives is to establish GSA as the premier provider of efficient and effective acquisition solutions across the government.