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FedResponse Contact Center








  
  
    

  
      



A row of phone diverse operators speaking into headsets.
PSC provides contact center support for all federal agencies through toll-free numbers, email, interactive voice response, and self-service web portals.

**Services for all federal agencies include:**

Toll-free calling using the FedResponse Contact Center number, or a customer chosen toll-free number
	Fully staffed Contact Center with multi-language support available
	24/7 self-service web portal for customers to search the same vast knowledge base used by our Contact Center staff
	Interactive voice response system routing for incoming calls and unattended services including voice mail, special announcements, and pre-recorded messages
	Email support with trouble-ticket capability featuring immediate email acknowledgments, predefined email templates for auto-responses, and ability to redirect emails to the Contact Center automatically from any source
	Weekly and monthly executive and operational reports summarizing performance metrics and analyses of call and email patterns
	Automated customer satisfaction surveys for callers through the telephone keypad
	Systematic approach to preserving program knowledge, developing competencies, and tracking trends
	Benchmarking against other contract and industry standards
	Secure environment compliance monitoring for systems and personnel
	Rapid setup time with the ability to stand up new agencies/programs within 8 to 12 weeksSelf-Service Web Portals

PSC offers our customers self-service web portals through ServiceNow for the following services:

Access Management System (AMS) Single Sign-on Self-Service Web Portal
	E-Gov Travel Self Service Web Portal
	Grants.gov Self-Service Web Portal
	Intake, Suitability, and Badging Services (ISBS) Self-Service Web Portal
	Payment Management Services (PMS) Self-Service Web Portal
	Transit Subsidy Self-Service Web Portal
	Unified Financial Management System (UFMS) Self-Service Web PortalContact Us

Lori FrederickLori.Frederick@psc.hhs.gov
(301) 492-4609

Todd ColeTodd.Cole@psc.hhs.gov
301-492-5052

                    
  


Content created by Program Support Center (PSC) Content last reviewed September 23, 2021 Back to top
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