Digital Government

TTS announces additional call center efforts

workflow (Hurca/ 

In the closing days of October, the General Services Administration's Technology Transformation Services added two new contact center modernization efforts to its Centers of Excellence initiative.

The Department of Housing and Urban Development and the Library of Congress Copyright Office’s Public Information and Education Office both tapped TTS’ CoE program to support their contact center modernization work.

TTS and the Public Information and Education Office said in an Oct. 30 statement they partnered through the CoE to modernize the latter agency's call center service delivery and technologies. The center handles public calls about copyright registration, procedures and other topics.

A few days earlier, TTS and HUD announced a new contract with service provider Leidos that would push the implementation of HUD's call center CoE effort from an initial discovery phase to an actual solution implementation.

In the request for quotes (RFQ) posted on GitHub in early October, TTS said HUD had five fragmented call center contracts spread across 65 offices with almost 40 “shadow” 1-800 call-in lines that didn’t have specific contact center support, as well as splintered call center solutions that had no relation to one another.

TTS said replacing the disparate infrastructure with a centralized, outsourced solution made the most sense for operations.

It said a new “HUDCentral” enterprise-wide, centralized, omni-channel solution supported by a system of common technologies and a customer relationship management system would provide more coherent call response, as well as a way to provide uniform live chat, text messaging, chat bot and intelligent voice recognition services.

HUD became the second host agency for TTS’ CoE efforts in 2018, just behind the Department of Agriculture. HUD implemented an initial development phase for the CoE efforts, which it said would identify the areas where modernization could help.

In June, HUD awarded contracts to begin the implementation phase of cloud adoption and customer experience CoEs with Systems Engineering Solutions and Booz Allen Hamilton.

About the Author

Mark Rockwell is a senior staff writer at FCW, whose beat focuses on acquisition, the Department of Homeland Security and the Department of Energy.

Before joining FCW, Rockwell was Washington correspondent for Government Security News, where he covered all aspects of homeland security from IT to detection dogs and border security. Over the last 25 years in Washington as a reporter, editor and correspondent, he has covered an increasingly wide array of high-tech issues for publications like Communications Week, Internet Week, Fiber Optics News, magazine and Wireless Week.

Rockwell received a Jesse H. Neal Award for his work covering telecommunications issues, and is a graduate of James Madison University.

Click here for previous articles by Rockwell. Contact him at [email protected] or follow him on Twitter at @MRockwell4.


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