The General Services Administration’s (GSA) Technology Transformation Services (TTS) organization will work with the Library of Congress’ U.S. Copyright Office through GSA’s Centers of Excellence (CoE) initiative to modernize contact center capabilities and service offerings at the Copyright Office’s Office of Public Information and Education (PIO).
The agencies said today they “will examine current gaps in contact center service delivery and technology, while looking for opportunities to streamline efforts.” The Copyright Office PIO responds to public inquiries on copyright, and explains registration policies and procedures.
“The modernization of the Federal government’s IT infrastructure and applications is an important priority for GSA,” commented Julie Dunne, Federal Acquisition Service (FAS) Commissioner at GSA. “The Centers of Excellence are a cornerstone in our IT modernization work at the Federal Acquisition Service.”
Bob De Luca, Acting FAS Deputy Commissioner and Director of TTS, said, “By focusing on experience, agencies can improve satisfaction, trust, and efficiency, and avoid lost opportunities.” He added, “this Contact Center modernization effort reflects our partner’s commitment to their customers as the Contact Center CoE prioritizes access to consistent and accurate information in a timely manner.”