AT&T Government Solutions* announced it has won a fair opportunity award to deploy the Citizens Access Routing Enterprise (CARE) through 2020 contact call center solution for the Social Security Administration (SSA). The award determination was made under the U.S. General Services Administration (GSA) Networx Universal contract vehicle. The award will permit SSA to issue individual task orders to AT&T worth up to $286 million for an Internet Protocol (IP) – based interactive voice response automation and contact call center solution through SSA’s national toll-free number.
The Social Security Administration provides retirement, disability, and survivors' benefits via a nationwide, decentralized network of 1,500 offices, card centers, processing centers and other offices, supported by approximately 66,000 employees. In addition, approximately 80 million calls are placed to SSA's national toll-free number annually – 30 million calls serviced by automation and 50 million by SSA agents. In 2010, the independent federal agency will ensure 53 million Americans receive $703 billion in Social Security benefits.
“Millions of Americans rely on the Social Security Administration for vital social services and benefits,” said Thomas Harvey, Senior Vice President, AT&T Government Solutions. “With the influx of Baby Boomers looming, the agency will need a reliable contact call center solution to meet increased demand. The CARE through 2020 contact center will play a central role in connecting citizens with SSA, helping the agency meet new performance goals, while providing flexibility to support additional growth and new technologies and services.”
AT&T is an industry leader in providing communications services to the federal government through AT&T’s global network with built-in security, quality, reliability, and resilience. The foundation is the state-of-the-art AT&T Multiprotocol Label Switching (MPLS)-enabled network, which allows customers, such as SSA, to incorporate leading edge applications on the network.
“The transition to an IP-based call center solution is a natural progression for SSA,” said Jeff Mohan, Executive Director, Networx Program Office, AT&T Government Solutions. “AT&T has significant experience delivering on successful Contact Center Solutions and IP convergence projects and looks forward to working with SSA to realize the benefits of CARE through 2020.”
AT&T’s deployment of the CARE through 2020 contact call center solution will allow SSA the flexibility to meet increased demands and add new communication technologies and services, such as Web Callback, "Click to Talk", Web Collaboration, and Web Chat. In addition, CARE through 2020 will allow SSA to implement an enhanced reporting system that incorporates data from multiple sources and real-time network indicators, helping the agency identify and improve citizen interaction.
AT&T, previously a Call Center Toll Free Services provider to SSA, has worked with SSA since the agency’s inception, currently providing data network services, through SSA’s Enterprise-Wide Network Infrastructure (SSANet), to over 1,000 SSA locations.
The CARE through 2020 task order has a period of performance through the expiration of AT&T’s Networx Universal contract, through March 2017.