Toronto... May 14, Federal Consumer Information Center National Contact Center Background and History Relations with Other Agencies Organizational Challenges Meeting Citizens’ Needs in Future

Toronto... May 14, Federal Consumer Information Center National Contact Center Background and History 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, Federal Consumer Information Center National Contact Center Background and History 1960’s -1980’s Expanded 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, Federal Consumer Information Center National Contact Center Background and History 1990’s Contracted 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, Federal Consumer Information Center National Contact Center Background and History 2000’s Merged with Consumer Information Center Awarded contract to new company Current status Nearly 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, Federal Consumer Information Center National Contact Center Relations with Other Agencies Informal agreements Copyright 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, Federal Consumer Information Center National Contact Center Relations with Other Agencies Formal agreements Served as Year 2000 Information Center under direction of White House from 1999 to 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, Federal Consumer Information Center National Contact Center Organizational Challenges 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 site How to merge two sites into one How to post in-house database for public use

Toronto... May 14, Federal Consumer Information Center National Contact Center Organizational Challenges Consolidation of new organization (continued) Phone numbers Should consolidate public inquiry and publication order numbers into one, new number? Publicity Will publicizing little-known National Contact Center outstrip ability to pay for more calls with current appropriations?

Toronto... May 14, Federal Consumer Information Center National Contact Center Organizational Challenges Consolidation of new organization (continued) Agency liaison What overlap can be eliminated from the two programs? Accountability To maintain good working relations with both legislative and executive branch oversight offices

Toronto... May 14, Federal Consumer Information Center National Contact Center Meeting Citizens’ Needs in Future 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, Federal Consumer Information Center National Contact Center Meeting Citizens’ Needs in Future 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