Did You Know?

The Cost calculator received the 2006 CIO Leadership award at IRMCO in April 2006, and the new version is expected to be released in January 2007.

Contact Center Services

Answering the Public's Call

Tools


Procurement Toolkit

The Procurement Tool Kit is designed to help agencies prepare the necessary documents to help speed their FirstContact procurement process. We can issue a request for quotation to our five vendors, receive their responses, award a task order, and be operational in weeks rather than months. ยป Find out more

 

Cost Calculator

The Citizen Services Cost Calculator helps federal agencies to estimate the expenditures required to establish/enhance and operate contact centers that meet citizen expectations for timely, accurate, and consistent responses. This tool also runs alternative analyses using "what-if" scenarios. This function allows agencies to explore options and costs for adding services or improving services using our FirstContact contract vehicle.

This application tool is designed to save federal agencies time and money by outlining all the support costs involved in running a call or contact center, and the approximate cost for that support. The model has three parts:

  • Cost Elements - detailed cost drivers and make up the core of the model.
  • Assumptions - basic theories about factors, such as whether or not you need IVR capability.
  • Business Rules - describes logical and mathematical interactions of elements. In general, they are translated into formulae within the model.

Our calculator doesn't require major knowledge of technologies or the internals of the model. The model uses these inputs to calculate workforce, hardware, software, telecommunications and facilities costs; initial and recurring costs are calculated.

This software tool was developed with the participation from our partner agencies and MITRE Corporation, a non-profit federally funded research and development center.

Current/Future environment for news:  The Cost Calculator received the 2006 CIO Leadership Award at IRMCO in April 2006, and a new version was released in January 2007.

Copies of our calculator are available for free to all federal agencies. To obtain a copy, please contact us.