Contact Center Services

USA CONTACT is GSA’s solution to your federal agencies contact center needs. It offers a full range of contact center services, tools, and applications for federal agencies that need to establish a new contact center or enhance their current one. Whether your need is for ongoing routine contact center services or for emergency situations where every minute counts in standing up a center, USA CONTACT can help you meet your agency's contact center needs.

USA Contact

USA CONTACT was preceded by the FirstContact contract, which was the nation’s first multi-channel indefinite delivery, indefinite quantity (IDIQ) contract vehicle exclusively for contact center services. FirstContact was awarded in 2004 and remained in effect until mid-2009. Based on the success of FirstContact, GSA established USA CONTACT which continues assisting federal agencies in their efforts to provide free and easy access to information and ensure timely, consistent, and accurate responses to public inquiries.

Similar to its predecessor, USA CONTACT contract vehicle is a multiple award IDIQ type contract. It is a unique vehicle in that it is specifically designed for contact center services and enables federal agencies to obtain high quality, state-of-the-art, cost-effective contact center solutions in a timely manner to better serve the public.

USA CONTACT was awarded on March 11, 2008, with a 10 year ordering period. With its final option period exercised, ordering agencies are reminded that the contract has the flexibility for orders with period of performances that extend five (5) years beyond the IDIQ term.

Check out the USA Contact Reading Room to learn more about contact center vendors and the terms and conditions included in each IDIQ contract vehicle.

Read about how USA Contact helped the Department of Veterans Affairs reach out to combat veterans.

Misdirects Program

The Office of Products and Programs' citizen-facing gateway for government information can also field misdirected phone calls and emails that fall outside your agency's mission, thereby saving you time and money.

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