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GSA #10269

September 5, 2006
Contact: Jon Anderson, (202) 501-1231

Washington DC – The U.S. General Services Administration has awarded a contract task order under its USA Services’ FirstContact program valued at $24.7 million to Pearson Government Solutions of Arlington, Virginia, to assist veterans eligible for education benefits. 

Pearson will train customer service representatives at its state-of-the-art telephone call center in Richmond, Virginia to assist veterans who have an interest in pursuing a college degree, enrolling in vocational programs, receiving on-the-job or apprenticeship training and more.  This will be accomplished by providing information about the various education and training programs administered by the VA’s Veterans Benefits Administration. 

“There is certainly no more deserving group than our veterans,” said Lurita Doan, GSA Administrator,  “and we look forward to supporting the VA in making educational benefits available to them.  This task order award reflects GSA’s commitment on that score and, in general, to the concept of offering services that make the government more responsive and accessible to citizens.”

Overall, the VA receives on average 2.5 million telephone and electronic inquiries per year, with the heaviest volume occurring during the fall and spring.  Of these queries, questions about education include the status of payments and education claims, verification of enrollment, applying for education benefits and more. With the award of this task order, the VA will be able to more quickly and efficiently respond to their customers.

FirstContact, developed under USA Services as a Presidential E-Gov initiative, offers a full range of contact center services to federal agencies.  It focuses solely on contact center management services, such as telephone and e-mail inquiries, and makes it possible for agencies to very quickly make cost-effective awards.  USA Services also provides other services, such as its award-winning Citizen Services Cost Calculator and Procurement Tool Kit that helps Federal customers with their procurement documentation and speeds FirstContact contract awards.  FirstContact is managed by GSA’s Office of Citizen Services and Communications.  For more information about FirstContact, visit



GSA is a centralized, federal procurement, property management, policy development and information provision agency, created by Congress to improve government efficiency and help federal agencies better serve the public. In this role, GSA acquires products and services on behalf of federal agencies; plays a key role in developing and implementing government-wide policies; provides services and solutions for the office operations of more than one million federal workers; and encourages a citizen-centric relationship with government by providing a single "point of entry" to the information and services citizens need in a timeframe they can appreciate. This allows citizens to receive accurate, timely and consistent answers and information, and helps federal agencies better respond to citizen inquiries.


Last Reviewed 2010-04-30