Image
PSC provides contact center support for all federal agencies through toll-free numbers, email, interactive voice response, and self-service web portals.
Services for all federal agencies include:
- Toll-free calling using the FedResponse Contact Center number, or a customer chosen toll-free number
- Fully staffed Contact Center with multi-language support available
- 24/7 self-service web portal for customers to search the same vast knowledge base used by our Contact Center staff
- Interactive voice response system routing for incoming calls and unattended services including voice mail, special announcements, and pre-recorded messages
- Email support with trouble-ticket capability 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 contract and industry standards
- Secure environment compliance monitoring for systems and personnel
- Rapid setup time with the ability to stand up new agencies/programs within 8 to 12 weeks
Self-Service Web Portals
PSC offers our customers self-service web portals through ServiceNow for the following services:
- Access Management System (AMS) Single Sign-on Self-Service Web Portal
- E-Gov Travel Self Service Web Portal
- Grants.gov Self-Service Web Portal
- Intake, Suitability, and Badging Services (ISBS) Self-Service Web Portal
- Payment Management Services (PMS) Self-Service Web Portal
- Transit Subsidy Self-Service Web Portal
- Unified Financial Management System (UFMS) Self-Service Web Portal
Contact Us
Lori Frederick
Lori.Frederick@psc.hhs.gov
(301) 492-4609
Todd Cole
Todd.Cole@psc.hhs.gov
301-492-5052
