ONE-DHHS Contact Center

Administrative Operations Service

ONE-DHHS is a dedicated Contact Center and Help Desk providing centralized contact support for all federal agencies through its toll-free numbers, email, interactive voice response, and self-service Web portal. The ONE-DHHS Contact Center serves federal employees and the public, providing consistent service levels, responses, and resources.

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
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. Less than 5% of calls will be abandoned (hang-ups or dropped calls).

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

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

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

Rate:

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

Contact:

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