Today, GSA and the U.S. Department of Housing and Urban Development (HUD) announced Leidos is the next awardee for the Contact Center Centers of Excellence implementation work for the new Federal Housing Administration (FHA) Resource Center contract. The expanded communication channels resulting from this work will improve mission delivery and provide timely, consistent, and accurate information via the customer’s preferred channel. The latest award follows those for Cloud Adoption and Customer Experience.
This award marks the next phase of the Contact Center Center of Excellence (CoE)work. It builds on the work completed in Discovery Phase to define the contact center modernization and optimization strategy priorities. These priorities include assessing contact center emerging technologies, self-service tools, governance, management and operations, and internal business processes to improve day-to-day performance.
Implementation Phase work under this contract includes designing and implementing a public facing omnichannel contact center that greatly expands data collection and reporting capabilities. It adds a comprehensive knowledge management solution. It also shows the shift to more fact-based, data-driven decision-making.
HUD’s mission is to create strong, sustainable, inclusive communities and quality affordable homes for all. Its current goal is to refocus the organization on its core mission and modernize its approach by using private-sector partnerships, strengthening the housing market, and encouraging affordable housing investment, while redesigning internal processes.
Contact center optimization will support HUD’s objectives to use resources more effectively and maximize service delivery, thus improving its internal processes.
Finding and increasing efficiencies throughout the agency is key to doing more with less. HUD plans to start by modernizing the contact center’s information technology. It will then integrate technological improvements into changes in service delivery to maximize the benefits across contact center operations. Improving HUD’s operational efficiency will allow it to best use resources and improve how it implements Department priorities.
The Centers of Excellence is an office within GSA’s Federal Acquisition Service’s Technology Transformation Services (TTS) that accelerates IT modernization by applying private sector innovation to government services while centralizing best practices and expertise. TTS helps agencies make their services more accessible, efficient, and effective with modern applications, platforms, processes, personnel, and software solutions.