ONE-DHHS Contact Center

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.

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 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 Contact Centers and industry standards
A secure environment monitored for systems and personnel compliance
Rapid set-up time with the ability to implement new programs within eight (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