HERNDON, Va. — EDS today announced it has been selected by the U.S. General Services Administration (GSA) to provide call center services for all federal government agencies under the newly awarded USA Contact contract. EDS is one of nine companies that may compete for task orders under the $2.5 billion Indefinite Delivery/Indefinite Quantity contract.
USA Contact will provide a vehicle for any federal government agency to purchase a range of automated and manual customer support services to respond to inquiries about federal government programs and policies from the general public, congressional offices, the media and other government offices. Its scope encompasses any type of contact center services from order fulfillment to customer relationship management (CRM) and can be tailored to the individual needs of client agencies.
The contract has a two-year base period followed by four two-year option periods. Task orders may cover a maximum period of five years and may extend no farther than three years after the end of the contract's final option period.
EDS will furnish facilities, personnel, equipment, supplies and services to meet the requirements of the task orders received from agencies using the USA Contact contract. In addition to providing customer support services, EDS will perform all technical and management functions to plan, design, implement, operate and manage contact center solutions to meet the diverse needs of federal agencies. EDS will have the ability to quickly ramp up to meet urgent government needs for emergency contact center services within 48 hours.
“The awarding of this contract means that EDS' world class call center services are now more widely available to the federal government,” said Dennis Stolkey, vice president and general manager, EDS U.S. Government and Public Sector. “This will make it easier for more government agencies to provide U.S. citizens with accessible, accurate, timely, and professional responses to their inquiries via their preferred methods of communication.”
EDS' USA Contact solutions promote the participation of small businesses as well as opportunities for workers with severe disabilities. EDS will team with several call center staffing companies including ALTA IT Services LLC, DanSources Technical Services, Focus Technology Consulting, Premier Technical Services Corp., and SOC Enterprises. Language Line LLC will provide translation services, and RightNow Technologies will provide the contact center applications suite including knowledge management services.
EDS manages customer interactions through contact center outsourcing, analytics, fulfillment and distribution, and warranty programs for clients worldwide. EDS has more than 35 years of experience delivering CRM services, supporting 155 contact centers with 26,000 agents in 48 languages in 26 countries.
About EDS
EDS is a leading global technology services company delivering business solutions to its clients. EDS founded the information technology outsourcing industry 45 years ago. Today, EDS delivers a broad portfolio of information technology and business process outsourcing services to clients in the manufacturing, financial services, healthcare, communications, energy, transportation, and consumer and retail industries and to governments around the world. Learn more at eds.com.
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