EEOC VOTES TO EXTEND NATIONAL CONTACT CENTER

Further Pilot Evaluation to be Conducted by National Academy for Public Administration

WASHINGTON – The U.S. Equal Employment Opportunity Commission (EEOC) today voted to extend its National Contact Center (NCC) contract with Pearson Government Solutions for one year to September 2007, during which time an evaluation of the NCC will be conducted by the National Academy for Public Administration.  The bipartisan vote was 3-2.

The NCC pilot, launched agency-wide in March 2005, marked the first phase of the EEOC's repositioning effort to enhance the agency's enforcement presence and delivery of services, improve the efficiency of its operations, and reduce or eliminate costs.  For the year ending in March 2006, the NCC handled more than 400,000 public inquiries, a figure that is expected to rise as public awareness of the NCC increases. 

"I am very pleased my fellow Commissioners have seen fit to extend the National Contact Center pilot for an additional year," said EEOC Chair Cari M. Dominguez following the vote at today's public meeting.  "We are already seeing demonstrable progress in providing better access and service to the public, as evidenced by the high marks the NCC recently received in a customer satisfaction survey.  There is always room for improvement and another year will provide the time to ensure that the NCC is operating as effectively and efficiently as possible." 

During the NCC's initial pilot period, calls were monitored for quality assurance and to track demographics, issues and concerns that help shape the center's operations and EEOC policy.  The NCC has already been evaluated by the EEOC's Inspector General (IG).  At today's meeting, Chair Dominguez endorsed many of the IG's recommendations for improvement of the NCC and directed that they be implemented.  Both the IG's report and the customer satisfaction survey will be posted shortly on the EEOC's web site at www.eeoc.gov.      

The NCC, based in Lawrence, Kan., provides immediate access to customer service representatives in 150 languages between 8 a.m. and 8 p.m. Eastern Time.  An automated system with answers to frequently asked questions is accessible on a 24-hour basis, seven days a week.  The public can reach the NCC toll free at 800-669-4000. The TTY number for individuals with hearing and speech impairments is 800-669-6820.

           

On Sept. 21, 2004, the EEOC awarded a contract to Pearson Government Solutions to operate the NCC on an initial 18-month pilot basis – which was extended for one year by today's Commission vote.  Pearson has more than 20 years of experience operating contact centers for the federal government, as well as for state and local governments. With its corporate office headquartered in Arlington, Va., the company serves 27 government programs in five major contact centers in the United States. Further information about Pearson can be found online at www.pearsongov.com.

The EEOC is responsible for enforcing the federal laws prohibiting employment discrimination.  Additional information about the agency is available on its web site at www.eeoc.gov.