The General Services Administration (GSA) is partnering with the Library of Congress’ U.S. Copyright Office and Department of Housing and Urban Development (HUD) to modernize contact center capabilities and service offering.

“By focusing on experience, agencies can improve satisfaction, trust, and efficiency, and avoid lost opportunities,” Acting Federal Acquisition Service (FAS) Deputy Commissioner and Technology Transformation Services (TTS) Director Bob De Luca said of the partnership between the Library of Congress and GSA Centers of Excellence (CoE) in a press release. “This Contact Center modernization effort reflects our partner’s commitment to their customers as the Contact Center CoE prioritizes access to consistent and accurate information in a timely manner.”

The partnership between GSA and the Copyright Office will focus on examining “current gaps in contact center service delivery and technology, while looking for opportunities to streamline efforts” for the agency’s Public Information and Education Office.

The two agencies collaborating with GSA as part of GSA’s CoE initiative – which is housed in the FAS’s TTS office – and are among the latest partnerships to apply the CoE’s approach to modernization. Other agencies partnering with GSA include the Department of Defense’s Joint AI Center, Office of Personnel Management, Consumer Product Safety Commission, Government Accountability Office, National Institutes of Health’s Eunice Kennedy Shriver National Institute of Child Health and Human Development, Food and Drug Administration, and Departments of Agriculture and Labor.

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Jordan Smith
Jordan Smith
Jordan Smith is a MeriTalk Senior Technology Reporter covering the intersection of government and technology.