Contact Centers/Hot Lines/Libraries

HUD’s Fair Housing and Equal Opportunity (FHEO) Call Center Assessment

• Re-engineer the Call Center and Intake Process for 10 FHEO Regional Offices
  
• Perform GAP Analysis
  
• Develop Detailed Road-map for Improvement
  
• Help Improve Customer Service

EPA’s National Lead Information Center (NLIC)

• Handled up to 3,000 contacts per month
  
• Provided hotline information service for lead health effects
  
• Provided regulatory compliance support
  
• Provided national clearinghouse and database of EPA’s lead related material
  
• Provided community outreach support (including Spanish speaking community with limited English proficiency)

EPA’s Toxic Substances Control Act (TSCA) Assistance Information Service

• Handles up to 3,000 contacts per month
  
• Provides EPA regulatory compliance support
  
• Provides national document clearinghouse and database of chemical and biological imports/exports (over 500,000 records and publications)
  
• Staff Profile includes: Data Entry specialists, Call Center Specialists, Document Control Specialists

HUD’s Community Connections Information Center

• Experienced technical assistance, informational, planning and research specialists
  
• Specialists handle questions in the following areas: homelessness prevention, affordable housing, fair housing, community and economic development, consolidated planning, energy and the environment, lead based paint, renewal communities, empowerment zones/enterprise communities

The Bureau of Census Library Support

• CenterScope Provides Outsourced Operation and Management of the BOC Library
  
• Cataloging Support
  
• Operation of the SIRSI Automated Library System
  
• Interlibrary Loans
  
• Library Out Reach
  
• International Library Support
  
• Core Technology: SIRSI/DYNIX Management Suite

HUD’s Mailing List Management Services

• Supporting Maintenance of Over 100,000 Records
  
• Generating Email Lists
  
• Mail Merges
  
• Generating and maintaining Mailing Labels
  
• Standard and Customized Reports