Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed

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A letter report issued by the Government Accountability Office with an abstract that begins "Federal agencies have increasingly relied on contact centers--centers handling inquiries via multiple channels such as telephone, Web page, e-mail, and postal mail--as a key means of communicating with the public. Many of these centers are contractor-operated. Concerns exist about the accuracy of responses provided through contractor-operated centers. This report examines (1) the extent to which the contract terms and oversight practices for contact centers at selected agencies emphasize the importance of providing accurate information to the public, and (2) whether guidance for the operation of contact ... continued below

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United States. Government Accountability Office. February 8, 2006.

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Description

A letter report issued by the Government Accountability Office with an abstract that begins "Federal agencies have increasingly relied on contact centers--centers handling inquiries via multiple channels such as telephone, Web page, e-mail, and postal mail--as a key means of communicating with the public. Many of these centers are contractor-operated. Concerns exist about the accuracy of responses provided through contractor-operated centers. This report examines (1) the extent to which the contract terms and oversight practices for contact centers at selected agencies emphasize the importance of providing accurate information to the public, and (2) whether guidance for the operation of contact centers and basic information needed to provide general oversight exist. GAO reviewed one contractor-operated contact center at each of six agencies: the Centers for Disease Control and Prevention (CDC), General Services Administration (GSA), U.S. Postal Service (USPS), and the Departments of Defense, Labor, and Education (DOD, DOL, and Education)."

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Government Accountability Office Reports

The U.S. Government Accountability Office (GAO) is an independent, nonpartisan agency that works for the U.S. Congress investigating how the federal government spends taxpayers' money. Its goal is to increase accountability and improve the performance of the federal government. The Government Accountability Office Reports Collection consists of over 13,000 documents on a variety of topics ranging from fiscal issues to international affairs.

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  • February 8, 2006

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  • June 12, 2014, 7:50 p.m.

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United States. Government Accountability Office. Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed, report, February 8, 2006; Washington D.C.. (digital.library.unt.edu/ark:/67531/metadc301435/: accessed August 15, 2018), University of North Texas Libraries, Digital Library, digital.library.unt.edu; crediting UNT Libraries Government Documents Department.