AT&T Government Solutions has won a $286m task order to deploy the Citizens Access Routing Enterprise (CARE) through 2020 contact call centre offering for the Social Security Administration (SSA).
Under the agreement, AT&T will deploy Internet Protocol (IP) based interactive voice response automation and contact call centre offering through SSA’s national toll-free number.
The company said the deployment of the CARE through 2020 contact call centre offering 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 also 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.
The CARE through 2020 task order has a period of performance through the expiration of AT&T’s Networx Universal contract, through March 2017.
AT&T Government Solutions senior vice president Thomas Harvey said millions of Americans rely on the Social Security Administration for vital social services and benefits, and with the influx of Baby Boomers looming, the agency will need a reliable contact call centre offering to meet increased demand.
"The CARE through 2020 contact centre 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," Harvey said.