Toronto... May 14, 20011 Federal Consumer Information Center National Contact Center Background and History Relations with Other Agencies Organizational

Toronto . . . May 14, 2001 1

Federal Consumer Information Center National Contact Center

Background and History

Relations with Other Agencies

Organizational Challenges

Meeting Citizens’ Needs in Future

Toronto . . . May 14, 2001 2



The situation in 1966

•Why need a Federal Information Center? Public forced to endure runarounds.

Government agencies forced into answering other agencies’ questions.

•Solution?Create clearinghouse for walk-in visitors to government offices in Atlanta, Georgia.

Toronto . . . May 14, 2001 3



1960’s -1980’sExpanded nationwide with 2-5 person offices.

Formally authorized by Federal Information Centers Act.

Eliminated walk-ins to concentrate on telephone customers.

Expanded geographic coverage from just local numbers to include tielines from distant cities in same region of country.

BUT still maintained local flavor.

Toronto . . . May 14, 2001 4



1990’sContracted out as result of cost-competition study with private sector required by law.

Went from series of toll-free numbers to single, nationwide, toll-free number as result of recommendation by National Performance Review.

Greatly reduced letter inquiries.

Toronto . . . May 14, 2001 5



2000’sMerged with Consumer Information Center

Awarded contract to new company

Current statusNearly 3 million telephone inquiries and publication requests per year

About 1 million visitors to Web site per year

Listed in about 500 telephone directories

About 50 contractor employees

Toronto . . . May 14, 2001 6



Informal agreementsCopyright Office

Passport Services, Department of State

Office of Personnel Management

Authentication Office, Department of State

Prime contact on Freedom of Information and Privacy acts

Toronto . . . May 14, 2001 7



Formal agreementsServed as Year 2000 Information Center under direction of White House from 1999 to 2000.

Acted as Home Heating Oil Hotline during winter 2000 fuel shortage.

Currently assisting FirstGov by responding to follow-up inquiries from Government portal and search tool.

Toronto . . . May 14, 2001 8



Consolidation of new organization What is focus of new organism?

Telephone versus published (written, electronic) assistance

How to become Help Desk for Everyday Life

Web siteHow to merge two sites into one

How to post in-house database for public use

Toronto . . . May 14, 2001 9



Consolidation of new organization (continued) Phone numbers

Should consolidate public inquiry and publication order numbers into one, new number?

PublicityWill publicizing little-known National Contact Center outstrip ability to pay for more calls with current appropriations?

Toronto . . . May 14, 2001 10



Consolidation of new organization (continued) Agency liaison

What overlap can be eliminated from the two programs?

AccountabilityTo maintain good working relations with both legislative and executive branch oversight offices

Toronto . . . May 14, 2001 11



The “best of all possible worlds”More money and government staff

Authority for limited role as ombudsman

Expand to state and local inquiries

Sufficient resources to guide agencies in telephone listings and telecommunications needs

Toronto . . . May 14, 2001 12



BUT must know more than complaints and compliments

Will start soon to survey customer satisfaction

Must make sure we are able to serve public in media of their choice: be “contact” center rather than “call” center

Documents

Toronto... May 14, 20011 Federal Consumer Information Center National Contact Center Background and History Relations with Other Agencies Organizational