PSC.gov

ONE-DHHS is a dedicated Contact Center providing centralized support for all federal agencies and the public through its toll-free numbers, email, interactive voice response, and self-service Web portal. The ONE-DHHS Contact Center serves customers by providing consistent service levels, responses, and resources. Bilingual customer support representatives are available.

Contact ONE-DHHS customer support

Services offered include:

• Toll-free calling using the ONE-DHHS number or a toll-free number of the customer’s choosing
• Fully staffed Contact Center (bilingual customer support service available)
• 24/7 self-service Web portal allows customers to search the same vast knowledge base used by our Contact Center staff
• Interactive voice response system routes incoming calls and provides unattended services including voice mail, special announcements, and pre-recorded messages
• Email support with trouble-ticket compatibility featuring immediate email acknowledgments, predefined email templates for auto-responses, and ability to redirect email 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 contract and industry standards
• A secure environment monitored for systems and personnel compliance
• Rapid set-up time – ability to stand up new agencies/programs in 8 weeks

Offered to:

    All federal agencies

Performance:

85% of calls will be answered within 30 seconds.

5% or fewer calls will be abandoned (hang-ups or dropped calls).

98% of emails will be answered within one (1) business day.

99.9% of the time, the Contact Center will be available during operating hours.

90% of customers surveyed will be satisfied with their Contact Center experience.

Rate:

    Dependent on volume and complexity of telephone calls, emails, etc.

Contact:

    301-443-0866; kathy.cooper@psc.hhs.gov