ࡱ> #` lbjbj =K    v v v 4 h| u 2JRfff >Gt<$"h%Tv |   ff'H''' Rfv f'''2T "v vf> 82J.- Hu xc%Hc%\vc%v vhy8'Ez$u  $ br{DL r{           (Insert agency logo here)  DRAFT USA Services Internal Communications Plan for Misdirects For Government Audiences October 18, 2007 Table of Contents PART I For USA Services Advocate I. Background 3 II. Situation Analysis 4 III. Objectives 5 IV. Audiences and Their Roles 5 V. Messages 6 VI. Strategy 7 VII. Tactics 7 VIII. Timeline and Responsibilities 7 IX. Measurements 7 X. Communications Matrix 9 PART II For Distribution to Agency Senior Managers A. Sample Internal Communications Plan for Misdirects (AGENCY) 10 PART III For Distribution to Citizen Contact Managers and Employees B. Sample Implementation Plan 14 C. Sample Direct Communication Tools 16 D. Sample Indirect Communication Tools 18 E. Sample Mass Communication Tools 20 I. Background USA Services is one of 24 Presidential E-Government initiatives, an integral part of the Presidents Management Agenda. The mission of USA Services is to present citizens with a single front door to government, allowing them to receive accurate, timely and consistent answers and information. USA Services is an umbrella organization comprised of the existing operational units within the Federal Citizen Information Center. These units include: USA.gov, the Pueblo, Colorado, publication distribution facility, and the National Contact Center. The existing structure allows USA Services to use multiple channels of communication (Internet, publications, e-mail, and toll-free calls) to facilitate citizen service among federal agencies. Through partnership agreements that allow them to use the various units of USA Services, these agencies are provided with a variety of services that deliver information and facilitate the transaction of business with citizens: Via the Internet using USA.gov By linking to and searching more than 180 million federal and state government pages, USA.govthe portal to governmentoffers the public access to easy-to-understand information and services on a 24x7 basis. USA.govs Citizen Gateway enables business transactions with the government and access to information on topics such as Social Security and taxes. The Business Gateway links to information on business opportunities and business laws and regulations. USA.gov also collaborates with partner agencies to share lessons learned in the areas of usability testing and Web content and design. Via the publications center The Pueblo, Colorado, publications distribution and storage facility manages projects from specialized targeted mailings to large-scale orders from the public. The facility can also meet agency warehouse needs for high-volume publication storage and management. During FY07, the center distributed over 300 different publications for 40 agencies, totaling approximately 21 million publications. By toll-free telephone through 1-800-FED-INFO and By e-mail to USA.gov using the Contact Us form USA Services is the only federal program that answers questions on behalf of all federal agencies. Its National Contact Center has been in operation since 1966. Specially trained staff now answers questions in both English and Spanish. During FY03, USA Services answered over 1.7 million telephone calls and responded to over 60,000 e-mail inquiries. USA Services also works with federal agencies to assist in their responses to public inquiries in an additional way: Handling of Misdirects option involves no cost to the agency. Agencies redirect send telephone and e-mail inquiries that are not related to the agencys mission to USA Services using 1-800 FED INFO or an agency-specific e-mail box. USA Services will then answer the inquiries using its extensive database. If USA Services does not have the information, it refers the citizen to the appropriate agency. II. Situation Analysis As part of the Presidents Management Agenda, the Office of E-Government & Information Technology within the Office of Management & Budget (OMB) is charged with implementing 24 E-Gov initiatives. The General Services Administration (GSA) has been designated as the managing partner for five of them. USA Services is one of these five GSA-managed initiatives, with the GSA Office of Citizen Services and Communications acting as the managing sponsor responsible for operations and finances. Since the formal launch of USA Services on July 30, 2003, awareness of this initiative has grown among the federal government audiences. However, increased visibility within the government arena is needed to promote the benefits/value of USA Services including its four-component structure (Internet, publications, telephone and e-mail). III. Objectives The primary communications objective for USA Services is: To increase general awareness of USA Services within the federal government community, resulting in agency partnerships, adoption of services, and improvement of citizen customer service. Specific objectives include: To communicate the benefits to an agency when it uses USA Services: cost-reduction in labor, information technology, infrastructure, and citizen-service contact centers; compliance with Administration E-Gov goals (getting to green). To communicate the importance of establishing a governmentwide citizen-service standard (moving from an individual agency perspective to a federal government perspective). By achieving these objectives within the federal agency community, citizens (as the end-users of USA Services) will ultimately benefit through: Improved access to government information and programs Receipt of timely and accurate responses IV. Audiences and Their Roles The government audiences for USA Services include: 1) Department or Agency Senior Managers Role: Can help champion the cause by demonstrating support for the goals and objectives 2) CIOs and E-Gov Leads Role: Can promote use of USA Services as a means of reducing costs while improving citizen service and simultaneously meeting their own agency-specific goals relative to E-Gov implementation 3) Managers/champions of E-Gov Initiatives Role: Share mutual interest with USA Services in ensuring the successful implementation of E-Government 4) Marketing, Communications, Public Affairs Directors/Managers, including staff in headquarters, regional offices, and field offices Role: Have the authority and tools to promote USA Services within their agencies. 5) Customer Service Contact Center Directors Role: Can work with USA Services to establish service level, prime group to refer misdirected calls and e-mails to USA Services. 6) Webmasters Role: Aware of the communication entry points on the web site and often times the webmaster link is used by those who cant find any other e-mail on the site to ask questions. 7) Department Heads Those who head up the smaller divisions within an agency Role: More aware of the line staff who respond to off e-mails or phone calls 8) All Federal Employees (senior staff members, employees who answer Tier Two and Tier Three calls and e-mails, those who manage contact us e-mail boxes on federal web sites, and all others. Role: Refer misdirected calls or e-mails to USA Services. 9) State and Local Governments Role: Share mutual interest in ensuring that citizens are directed to the appropriate government resources. Messages There are several messages that will resonate with these audiences. These messages incorporate USA Services benefits including: Improved service to citizens Easier citizen access to an agencys information and services Reduction of agency expenses for centers to respond to e-mail and telephone calls Reduction of agency expenses for infrastructure and labor Improved agency compliance with federal policies including: Support of the Presidents Management Agenda Report results on E-Gov scorecard (Get to Green) Elimination of redundant IT efforts (Clinger-Cohen) Executive Memorandum (Dec 1999), which requires all agencies to be able to receive and respond to citizens via e-mail Adherence to OMBs (Feb 2002) Information Quality Guidelines Strategy The communication strategy for USA Services is based on the following: Creating and enhancing awareness of USA Services, its vision, services, and accomplishments in the context of the Presidents E-Government initiatives. The strategy should strive for the most cost-effective mix and integration of communications elements to accomplish its strategic end. Developing communications messages and employing tactics that will encourage participation by government agencies, resulting in the adoption of the services provided by USA Services. Establishing the reputation and name recognition of USA Services by a constant stream of reinforcing communications that keep its name and accomplishments before its stakeholders. Note: Karen Evans, Administrator for Electronic Government and Information Technology, OMB, has mandated that all E-Gov initiatives consider using USA Services an important point to illustrate in USA Services communications efforts. OMBs FY 2005 passback language requests all agencies to use USA Services for misdirects and to consider using USA Services for Tier-One inquiries. VII. Tactics Tactics are outlined in the attached USA Services Communications Matrix on page 9. VIII. Timeline and Responsibilities Timelines and responsibilities for specific tasks are outlined in the USA Services Communications Matrix. IX. Measurements A successful communications program will increase the volume of telephone and e-mail inquiries that USA Services receives from citizens. It will also increase participation by federal agencies. The FY08 target metrics for volume are: 1.7 million governmentwide telephone inquiries and 100,000 governmentwide e-mail inquiries Participation goals for end of FY08 are: (Determine in partnership with the advocate) Participation goals for end of FY09 are: (Determine in partnership with the advocate) Specific measurements (TBD) for individual communications initiatives XII. USA Services Communications Matrix Communications Initiative Timeline Responsibility Key Messages USDA Key Leaders  CIO and E-Gov Leads E-Gov Initiatives Marketing, Communications Public Affairs Directors/Mgrs.  Customer Service Contact Center DirectorsBriefings and Presentations OngoingUSA Services Team A, B, C, D, E ? x x x xImplementation Guide (overview, sample communications tools)Updated as Needed USA Services Team A,B,C, x x x  xDirect Communication memosCompletedUSA Services Team A,B,C  x x xIndirect Communication: Phone, Directory, Interstitial or Phone communication messagingCompletedUSA Services Team A,B,C  x x xMass Communication: Lobby or Office Posters DesignedCompletedUSA Services Team A,B,C  x xMass Communication: Lobby or Office Posters Created and DistributedTBD (Agency) A,B,C x xMass Communication: Trifold BrochureCompleted (Agency)  A,B,C x xCollateral: One-Page Overview  CompletedUSA Services TeamA,B,C, D,  x x x  xCollateral: DVD (used at launch) CompletedUSA Services TeamA,B,C,D x x x xCollateral: Partner Listing and Testimonials, Misdirects and Tier OneUpdated as NeededUSA Services TeamA,B,C x x x xInformational articlemisdirects for pubs for employee newsletter April 15, 04----A,B,C,E  x xUS Web pages on (Agency) and related agencies messages or interstitials TBD (Agency) A,B,C    x xMisdirect Implementation MeetingsOngoing as neededUSA Services Team/ (Agency) AdvocateA, B, C, D, ExxParticipation in conferences (speaking engagements, exhibits) OngoingUSA Services TeamVaries by event x xAdditional Internal Communication ProductsOngoing as NeededUSA Services TeamxxKey Messages Coding: A = Improving customer service/responsiveness to citizens B = Easier citizen access to agencys information and services C = Helping to direct citizens to appropriate government resources D = Reducing agency IT expenses E = Improving agency compliance with federal policies Appendix A Sample Agency Internal Communications Plan for Misdirects  HYPERLINK "mailto:notgsa@gsa.gov" notgsa@gsa.gov and 1-800 FED INFO Background The USA Services initiative helps accomplish the Presidents goal of making it easy for citizens and businesses to interact with the government, saving taxpayer dollars, streamlining citizen-to-government communications, and establishing a standard for citizen customer service across the federal government. One of USA Services most important features is the handling of e-mails and telephone calls, a service that is offered free of charge. E-mails and telephone calls sent to the wrong agency are deemed misdirected. Agencies can forward these to USA Services, which will either respond to the e-mails and phone calls or reroute them to the appropriate agency. Our agency will soon implement a system for handling these misdirected e-mails and telephone calls and forwarding them to the USA Services. Situation Analysis E-mails. USA Services has a system whereby agencies forward misdirected e-mails to USA Services for response. Agency employees send the misdirected e-mails to an agency-designated mailbox. For (Agency), the mailbox is not(agency)@(agency).gov. When agency employees send messages to the mailbox, the messages are then forwarded to USA Services either automatically or after review by an agency official. (AGENCY) employees should try to determine if the subject of the inquiry is handled by their own agency. (AGENCY) employees who receive an e-mail that should have been directed to another part of (AGENCY) should forward the e-mail to the appropriate office--rather than sending it to the  HYPERLINK "mailto:notgsa@gsa.gov" not(agency)@(agency).gov mailbox. Employees are encouraged to look for a contact on (Agency).gov and forward the message to that contact. Any inquiries that fall outside their agencys purview can be forwarded to USA Services. No (Agency) employee should knowingly forward spam e-mail or scam e-mails to the misdirect mailboxes. Toll-free calls. USA Services is prepared to receive misdirected telephone calls at 1-800 FED INFO. (Agency employees) should politely explain to the caller that (Agency) is not the appropriate agency to respond to the inquiry, then give the caller the 1-800 FED INFO number (800-333-4636), explaining that the agents at this number will be able to either answer the question themselves or direct the call to the appropriate organization. (Employees) should encourage the caller to write the number down and keep it for future reference. Objective To inform (Agency employees) of the process for forwarding to USA Services any misdirected e-mails and telephone calls that may come to them. Audiences InternalAll (AGENCY) employees with special attention to: (Determine general categories and lists with Advocate) Specifically we will contact and follow up with: (Determine with Advocate These listed for example only) Front Desk Staff of the Administrators Office and those who answer (AGENCY) Main phone line Web editors Tier Two E-mail recipients: Marketing Council Chiefs of Staff or staff offices for each (AGENCY) office Correspondence Office Public Affairs Officers Operators or Call Center Supervisors for customer service toll free numbers Strategy Inform the Senior Staff of the process being implemented. Explain the advantages of using USA Services to handle misdirects to all audiences. Provide clear instructions to all audiences on procedures to handle misdirects. Provide this information to internal audiences via e-mails and via meetings with employees at (agency) call centers and e-mail centers. Provide information to (Agency employees) via [Newsletter, intranet or other electronic means] Share samples of communication with (agency employees) with USA Services Partners. Messages Internal Forwarding misdirected e-mails and telephone calls to USA Services for response will help you serve the citizen better. Forwarding misdirected e-mails and telephone calls will help ensure the citizen receives an accurate response within 2 business days of receipt. Forwarding misdirected e-mails and telephone calls to USA Services will enable you to spend more time on your core mission. Forwarding misdirected e-mails and telephone calls to USA Services will save (agency) money since there is no charge for this service. Making it easier for citizens to connect with their government advances the goal of the Presidents Management Agenda to make government more citizen-centric. Using USA Servicesa Presidential E-Gov initiative for which GSA is the managing partnerimproves (agencys) performance on the scorecard-and helps us get to green. Tactics Internal [Determine with Advocate These listed for example] Associate Administrator for Citizen Services and Communications brief Administrators Senior Staff Encourage supervisors to discuss misdirect procedures at staff meetings Incorporate misdirect procedures in manuals or other operational directives as appropriate Develop e-mails to be sent from the senior executives to targeted internal audiences to explain concept and process. Follow up with meetings with employees at (AGENCY) call centers and e-mail centers. Develop script for use when asking caller to call 1-800 FED INFO (polite, businesslike, toll-free, write it down, avoids additional long-distance charges if person has called long-distance to reach (AGENCY)). Desk-to-desk distribution of stickers to put on individual phones. Develop sample rolodex card to be transmitted electronically and printed by individual. Develop sample poster that can be transmitted electronically and printed locally. Place posters at key entrances to buildings, cafeterias, vending machines, ATMs. Develop articles for newsletters (electronic and/or print). Develop footer for daily electronic newsletter. Broadcast e-mails. Broadcast recorded messages on telephones (employees hear message the first time they pick up their phones). Message on pay and leave statement. Message on website contact us. Message on employees directory page on websites. Responsibilities [Determine with Advocate. These listed for example] Associate Administrator will brief Administrator and executive leadership. USA Services team will develop explanatory materials. GSAs USA Services Advocate will send e-mails to call centers and e-mail centers. GSAs USA Services Advocate and USA Services team will do follow-up meetings. Office of Public Affairs will publish articles in GSA Update and post on InSite. USA Services team will share communications products with agency Partners. USA Services team will continue to monitor process and results and issue guidance as necessary. Timeline First Month Brief senior (Agency) managers Second Month Educate (Agency) citizen contact staff and (Agency) employees in general Third Month Reinforce, assess and provide feedback Note: TBD with Advocate. GSAs old schedule is listed for example only April 1-April 19 Identify all e-mail and telephone entry points into (Agency) for citizen contact and identify responsible staff April 20 -- MJ Jameson announces program kick off at Administrator Staff Meeting April 21 May 14 -- Staff and Service Office Associate Administrators, Chiefs of Staff and other senior (AGENCY) management briefed via e-mail and meetings where possible. May 4 Public Affairs Officer Briefing in San Francisco May 17 E-mail Notice from Administrator Perry sent out May 17 First direct contact by managers to citizen contact staff with script and instructions for misdirected calls and e-mail. May 17 First lobby poster posted May 17 First set of bulletin board notices posted May 17-June 1 Meetings with groups of customer contact staff as needed May 17 First announcement in GSA Update is published May 17-24 Secure messaging on GSA Insite and Employees directory page May 24 First week reminder notice sent direct to citizen contact staff May 24 Second GSA Update Notice article June 9 Pay and leave stub message on USA Services June 14 June 21 GSA offices track the number of misdirected e-mails and phone calls they receive June 14 First Month Notice reminder sent direct to citizen contact staff and Sample rolodex card to be printed by individual June 14 -- Lobby Poster and bulletin board notices change July 6 Distribute Phone Stickers July 6 Institute ongoing footer on GSA Update July 16 Report back to citizen contact staff on success of program listing how many e-mails forwarded and if possible tally of misdirected phone calls noted. Appendix B Sample Communications Products Can be adapted for use by any federal agency  HOW TO IMPLEMENT MISDIRECTED E-MAIL: The agency contacts USA Services to coordinate implementation. Contact Eileen Dewey at  HYPERLINK "mailto:Eileen.dewey@gsa.gov" Eileen.dewey@gsa.gov or 202-501-1801 or Tonya Beres at  HYPERLINK "mailto:tonya.beres@gsa.gov" tonya.beres@gsa.gov or 202-501-1803. The agency and USA Services perform joint testing to be sure the system is operating properly. Misdirected E-mails are sent to the preassigned address, such as  HYPERLINK "mailto:notxyzagency@xyzagency.gov" notxyzagency@xyzagency.gov HOW TO IMPLEMENT MISDIRECTED PHONE CALLS: Optional Suggested Scripting: Im sorry, that subject is not the responsibility of XXXX. I suggest you call 1-800-FED-INFO, which answers all types of questions about the Federal Government. That number is 1-800-FED INFO, or 1-800-333-4636, between 8am-8pm ET, Monday through Friday. GETTING THE WORD OUT Identify all (or the most heavily trafficked) entry points for phone calls and e-mail these usually include: 1-800 numbers and call centers Agency or bureau main lines Numbers listed on the contact us page of your web site E-mails listed on your main web site Webmaster links on pages of your web site Form mail on your web site Any publicized e-mails or phone numbers in your marketing and communications materials Determine the staff member who is responsible for answering that entry point (receptionist, call center, webmaster, staff, etc.) 3. Contact the staff or responsible dept. head three times each on three of the best different communication venues: Direct Communication to each person who answers a call or e-mail such as by e-mail, memo, or other personalized communication. Hold staff meetings or presentations by USA Services staff. Indirect Communication that will reach the target audience such as pay stub messages, agency newsletters, employee web sites, etc. Mass Communication such as posters, banners, bulletin board notices, employee restroom postings, or other visual means. We suggest that communications follow this schedule: initial contact, one week later, one month later. Change the message. And in the case of posters, flyers etc. change the art and look of the banner to draw attention to it again. We all learn to block out something weve seen before. Ask the highest traffic phone call and e-mail entry points to note how many misdirected e-mails or calls they receive for one week. Simply keeping a tally by tick mark on a notepad will suffice. This will help us all determine a baseline for misdirects. In the future, we may try to log what the most common misdirects were so we can determine how to direct citizens before they call or e-mail the wrong agency. Develop a long-term strategy to keep reinforcing the message for current employees and to educate new employees. Post or distribute tallies of misdirects forwarded for the month. This will reinforce the message and provide feedback on how effective the program is becoming. Be creative. You know your agency. Where else or how else might you get the message out? Example, add to new employee orientation packet. If you have a great idea, share it with the USA Services team to share with others. Appendix C Sample Communications Products to be Adapted by Agencies Direct Communications Message to be sent via e-mail or newsletter the first day of the program The XYZ agency has entered into a partnership with the GSA to use a program called USA Services. USA Services is a free service that answers all misdirected calls and e-mails for XYZ and is one of President Bushs E-Gov initiatives. What is a misdirected call or e-mail? Misdirected calls and e-mails are the ones that are not the responsibility of XYZ. When you receive a misdirected call, please tell the person to call 1-800-FED-INFO. All misdirected e-mails should be forwarded to notxyz@xyz.gov. Please note, if the call or e-mail should have gone to a different division in XYZ, please forward it directly to the correct division. USA Services will make your life easier by responding to e-mails and calls that dont belong in XYZ. Second message to be sent one week after initiating USA Services XYZ recently began a partnership with USA Services. This message is to remind everyone that if you receive a misdirected e-mail or call (one that is sent to XYZ but should have been sent either to another government agency or a non-government entity), forward the e-mail to notxyz@xyz.gov or forward the phone call to 1-800-FED-INFO. If you receive an e-mail or call that should have been directed to another division of XYZ, please forward it directly to the appropriate division. Third message to be sent one month after initiation of USA Services One month ago XYZ began a partnership with USA Services. We have had a terrific response so far. Hundreds of misdirected e-mails and phone calls have been forwarded from XYZ to USA Services, relieving XYZ employees of the time and effort that would have been needed to research and forward the citizen to the correct agency. As one of President Bushs E-Gov initiatives, USA Services is changing how citizens interact with the government. This message is to remind everyone that if you receive a misdirected e-mail or call (one that is sent to XYZ but should have been sent either to another government agency or a non-government entity), forward the e-mail to notxyz@xyz.gov or direct the caller to1-800-FED-INFO. If you receive an e-mail or call that should have been directed to another division of XYZ, please forward it directly to the appropriate division. Sample Senior Executive Letter Environmental Protection Agency MEMORANDUM SUBJECT: USA Services Partnership FROM: Kimberly T. Nelson Assistant Administrator and Chief Information Officer TO: Assistant Administrators General Council Inspector General Chief Financial Officer Regional Administrators Associate Administrators Staff Office Directors The U.S. Environmental Protection Agency has entered into a partnership with the U.S. General Services Administration (GSA) through the USA Services E-Gov Initiative. As you may recall from my initial memorandum of November 24, 2003, announcing the opportunity to partner with GSA for USA Services, this is a free service that answers all misdirected calls and e- mails for participating agencies. Under this partnership, e-mails or phone inquiries received by your staff pertaining to the mission of other federal agencies can be sent to USA Services for the appropriate response. E- mails and phone inquiries should be sent to epamisdirects@epa.gov and 1-800-FED-INFO, respectively. The Agencys points of contact for this service are Seema Schappelle (202 566- 0704 or schappelle.seema@epa.gov) for issues regarding misdirected e-mail and Jeff Tumarkin (202 566-0681 or tumarkin.jeff@epa.gov) for issues regarding misdirected phone calls. Please note that this service will not change the way EPA handles inquiries that may have been sent to the wrong EPA program office or EPA referrals to state and local environment agencies. Ultimately, this service will leverage the knowledge and resources of all federal agencies and provide a seamless citizen information network that is easily accessible, secure, and provides consistent, timely, and professional responses to the public. I have attached my initial memorandum and a summary of comments submitted by EPA staff for your information. If you have any questions relating to this partnership, feel free to contact me at 202 564-6665 or Mike Flynn, Director of the Office of Environmental Informations Office of Information Analysis and Access, at 202-566-0600. Attachments cc: IRM Branch Chiefs SIRMOs Public Affairs Directors Appendix D Sample Communications Products to be Adapted by Agencies Indirect Communications Sample Message on agency pay and leave statements and online for staff who receive electronic copies of pay and leave statements. The GSA rule is 28 characters per line, 20 lines max (see sample text). GSA recently began a partnership with USA Services. If you receive a misdirected e-mail or call (one that is sent to GSA but should have been sent either to another government agency or a non-government entity), forward the e-mail to  HYPERLINK "mailto:notgsa@gsa.gov" notgsa@gsa.gov or forward the phone call to 1-800-FED-INFO. USA Services will answer or forward to appropriate agency. Do NOT forward spam or obvious scams. For more info, visit Insite.gsa.gov. Message to print in agency telephone or online directories as well as used as messaging for interstitial screens at employee log in or on other appropriate intranets or extranets. Can also be used for broadcast phone messages to employees: XYZ recently began a partnership with USA services. This message is to remind everyone that if you receive a misdirected e-mail or call (one that is sent to XYZ but should have been sent somewhere else) forward the e-mail to  HYPERLINK "mailto:notxyz@xyz.gov" notxyz@xyz.gov or forward the phone call to 1-800-FED-INFO. Sample Internal Directive Small Business Administration  SBA Information Notice g  Set ExpDate"11/5/96" 11/5/96 Set ExpDate"12/31/96" 12/31/96 TO:All SBA EmployeesCONTROL NO.:9000-1472SUBJECT:Routing Public Requests to Other AgenciesEFFECTIVE:10-22-2003 In support of the E-Government component of the Presidents Management Agenda, the Small Business Administration (SBA) and the General Services Administration (GSA) have established an automated method to handle e-mails and phone calls that do not pertain to SBA through GSAs USA Services initiative. The new service will allow SBA employees to forward misdirected e-mail and phone calls to our SBA mailbox and GSA for an appropriate response. How can you route e-mail or telephone inquiries from the public to another federal agency? To use this new service, simply send e-mail messages that you feel another agency could best answer, to the new SBA mailbox at  HYPERLINK "mailto:misdirectedemails@sba.gov" misdirectedemails@sba.gov. This e-mail box automatically forwards messages to the USA Services staff, who will immediately determine the appropriate agency to respond and route them accordingly. Please do not forward SPAM to the misdirected email box. You can transfer telephone calls to the Contact Center Services (1-800-FED-INFO). What is USA Services? GSAs Office of Citizen Services and Communications manages the USA Services initiative and offers agencies a wide variety of services to help them deliver information and transact business with citizens. These services include a call center, e-mail management and publication order fulfillment. USA Services can assist in delivering information to citizens and in transacting business with the public, thereby helping to achieve the goals of the Presidents E-Government Initiative. USA Services is one of the Presidents 25 cross-agency initiatives. How do I get more information? For policy and procedural information on USA Services, call Geoff Green, Office of Management and Administration, at (202) 205-8570. For technical assistance, call the OCIO Help Desk at (202) 205-6400 or through e-mail at  HYPERLINK "mailto:hqhelpdesk@sba.gov" hqhelpdesk@sba.gov. Stephen D. 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