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AUTOMATED CONTACT CENTER SOLUTIONS SPECIAL ITEM NUMBER 132-20 TEAM

2019

SERVICE TO THE CITIZEN AWARD WINNERS

On October 10, 2018, Mr. Onwuchekwa officially established the new Special Item Number (SIN) 132-20 “Automated Contact Center Solutions” on GSA’s IT Schedule 70 contract. This new SIN provides federal agencies with a group of vetted contact center service and technology providers to improve their contact center operations. This project contributed to the success of the President’s Management Agenda goal of Sharing Quality Services.

Mr. Onwuchekwa and his team worked through many challenges to bring this contracting option to government agencies. To establish the scope, they:

  • Brought together key federal agency stakeholders and held a requirement discovery session at the OPM innovation lab to gather and gain consensus on their key contact center requirements;

  • Held one-on-one discussions with 81 contact center vendors to better understand their capabilities and offerings with the space; and

  • Developed and vetted an acquisition strategy, developed in partnership with the Contact Center Center of Excellence, to establish a new Special Item Number on IT Schedule 70 for Automated Contact Center Solutions.

 

Some of the complexities that they overcame included:

  • Resolving key legal hurdles facing the acquisition by discussing the challenge with key stakeholders from GSA’s Office of Policy and Compliance as well as the Office of General Counsel;

  • Working and coordinating with the White House Office of American Innovation to approve GSA’s proposal to add Order Level Materials to Multiple Award Schedules Contract, hereby giving the vendors in the proposed contact center Special Item Number needed flexibilities to deliver complete contact center solutions;

  • Briefing the Federal Acquisition Service and White House Office of American Innovation leadership on the acquisition strategy.

GIOVANNI ONUWUCHEKWA

DIRECTOR, IT CATEGORY

OFFICE OF ACQUISITION MANAGEMENT

GENERAL SERVICES ADMINISTRATION

 

ELLERY TAYLOR

DIRECTOR STRATEGIC SOLUTIONS

GENERAL SERVICES ADMINISTRATION

JASMINE ALEXANDER

BRAND CHIEF, SHARED SERVICES & IT

PRODUCTS CONTRACT OPERATIONS

GENERAL SERVICES ADMINISTRATION

MUNEEB KHAN

SENIOR CONTRACTING OFFICER

GENERAL SERVICES ADMINISTRATION

The true success of this SIN will be the outcomes it is able to create for citizens in terms of decreased wait times, higher quality, more consistent answers, and more efficient use of federal contact center resources. The SIN includes important emerging technology advances in contact center management that will make all those results a reality for federal agencies. Agencies are now able to access these emerging technologies in contact center management in one place, including:

  • Artificial Intelligence (AI)

  • Callback

  • Chat Bots

  • Email Delivery

  • Hosted Email Web Form

  • Hosted Online Ordering

  • Interactive Voice Response (IVR)

  • Robotic Process Automation

  • Text-to-Speech

  • Voice/Speech Recognition

  • Web Callback
     

Since the SIN was established, GSA has worked with agencies such as the Center for Disease Control (CDC), the Federal Emergency Management Agency (FEMA) and the Transportation Security Administration (TSA) to buy their new contact center service requirements through the SIN. The SIN also represents a major tool for the GSA’s Contact Center Center of Excellence to leverage during their agency engagements with USDA, HUD and other agencies to come. In addition, GSA expects for the new SIN to impact over $100 million of annual federal agency spend on contract centers services.

This SIN benefits agencies across government in the following ways:

  • Provides federal agencies with a group of vetted contact center services and technology providers that they can leverage to improve their contact center operations.

  • Cuts down the procurement lead time for agencies to purchase contact center services by 25 - 50% as compared to open market purchasing.

  • Positions federal agencies to shift from costly human-based contact centers to leveraging artificial intelligence augmented contact centers that have been shown to reduce inquiry response times by up to 99% and reduce the average cost per customer resolved inquiry by up to 93%.

  • Technologies that will be available through this SIN will allow federal agencies to respond to emergency and disaster situations more efficiently - artificial intelligence augmented contact centers can scale very rapidly unlike human-based contact centers.