Passport call center expands services

The State Department has stretched a contract with AT&T Government Solutions to manage its National Passport Information Center for another five years, in a $15.7 million deal that also beefs up customer service.

The Dover, N.H., site, a call center for passport queries, will remain under AT&T’s IT helm through a contract that the General Services Administration awarded on behalf of the Bureau of Consular Affairs’ Passport Services Directorate.

AT&T Government Solutions will add e-mail and fax communications to the center’s 24-hour automated voice response technology, the company announced yesterday.

State, in announcing a contract extension last month, said the 7-year-old call center would expand its weekday hours, with operators accepting calls from 8 a.m. to 8 p.m.

Also, the center will move to a toll-free phone number instead of charging 55 cents to $1.50 per minute through a 900 number. The center also has an 888 number with a $5.50 flat fee per call, which has cut the wait time down from 15 minutes or more.

State said last month that implementation should be wrapped up by summer’s end, and news updates would be posted at travel.state.gov.


About the Author

Connect with the GCN staff on Twitter @GCNtech.

Featured

  • Contracting
    8 prototypes of the border walls as tweeted by CBP San Diego

    DHS contractors face protests – on the streets

    Tech companies are facing protests internally from workers and externally from activists about doing for government amid controversial policies like "zero tolerance" for illegal immigration.

  • Workforce
    By Mark Van Scyoc Royalty-free stock photo ID: 285175268

    At OPM, Weichert pushes direct hire, pay agent changes

    Margaret Weichert, now acting director of the Office of Personnel Management, is clearing agencies to make direct hires in IT, cyber and other tech fields and is changing pay for specialized occupations.

  • Cloud
    Shutterstock ID ID: 222190471 By wk1003mike

    IBM protests JEDI cloud deal

    As the deadline to submit bids on the Pentagon's $10 billion, 10-year warfighter cloud deal draws near, IBM announced a legal protest.

Stay Connected

FCW Update

Sign up for our newsletter.

I agree to this site's Privacy Policy.