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GSA, Library of Congress Partner in Centers of Excellence Initiative

October 30, 2020

The two agencies are addressing contact center modernization

WASHINGTON - The U.S. General Services Administration and the U.S. Library of Congress’ U.S. Copyright Office are entering into a partnership, as part of GSA’s Centers of Excellence (CoE) initiative. GSA’s Centers of Excellence is housed within the Federal Acquisition Service’s Technology Transformation Services (TTS) office.

The CoE and the Copyright Office’s Office of Public Information and Education (PIO) collaboration will focus on modernizing PIO’s contact center capabilities and service offerings.

PIO responds to public inquiries regarding copyright, often explaining registration policies, procedures, and other copyright-related topics. The GSA and Copyright Office teams will examine current gaps in contact center service delivery and technology, while looking for opportunities to streamline efforts.

“The modernization of the federal government’s IT infrastructure and applications is an important priority for GSA,” said Federal Acquisition Service Commissioner Julie Dunne. “The Centers of Excellence are a cornerstone in our IT modernization work at the Federal Acquisition Service.”

“By focusing on experience, agencies can improve satisfaction, trust, and efficiency, and avoid lost opportunities,” said Acting FAS Deputy Commissioner and TTS Director Bob De Luca. “This Contact Center modernization effort reflects our partner’s commitment to their customers as the Contact Center CoE prioritizes access to consistent and accurate information in a timely manner.”

The U.S. Copyright Office is the latest agency to partner with GSA and apply CoE’s approach to modernization. Other agencies include the U.S. Department of Agriculture, the U.S. Department of Housing and Urban Development, the U.S. Office of Personnel Management, the U.S. Consumer Product Safety Commission, the U.S. Department of Defense’s Joint Artificial Intelligence Center, the U.S. Department of Labor, the U.S. Government Accountability Office, the National Institutes of Health’s Eunice Kennedy Shriver National Institute of Child Health and Human Development (NICHD), and the U.S. Food and Drug Administration.

As part of GSA’s Technology Transformation Services within GSA’s Federal Acquisition Service, the CoE initiative accelerates IT modernization at federal agencies by leveraging private sector innovation and government services while centralizing best practices and expertise for holistic transformation. TTS helps agencies make their services more accessible, efficient, and effective with modern applications, platforms, processes, personnel, and software solutions.

About GSA

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 GSA’s four strategic goals is to improve the way agencies buy, build and use technology. To learn more about GSA or the CoE visit gsa.gov or coe.gsa.gov and join the conversation on social media at @USGSA, @GSACOE and @GSAEmily.

Last Reviewed: 2020-10-30