Monica Jackson
The General Services Administration has introduced a special item number for contact center products and services on the IT Schedule 70 acquisition vehicle.
GSA said Monday the Automated Contact Center Solutions SIN allows government agencies to procure multiple offerings from pre-vetted contact center service providers through a single contract.
ACCS will also support GSA’s Center of Excellence for Contact Centers, which assist agencies in reforming federal contact centers and the delivery of civilian services.
Bill Zielinski, acting assistant commissioner for category management at GSA, said emerging technology such as artificial intelligence, robotic process automation and chatbots can help the public sector manage customer service.
GSA rolled out the ACCS category in accordance with the President’s Management Agenda, which calls for federal agencies to adopt customer service approaches similar to that of industry.
