HUD awards customer service contract to Premier

The Housing and Urban Development Department awarded Premier Inc. of Springfield, Va., a $19 million contract to provide a contact management system and personnel for the Federal Housing Authority’s Office of Single Family Housing. The contract has one base year and four one-year options.HUD’s FHA resource center in Rosslyn, Va., will use an automated client management system to gather information and guide the client or customer service representative to the correct answer. There will also be a Web-enabled, searchable knowledge base of all inquiries, the company said.The depth of information in the knowledge base and the strict contact handling protocols are designed to ensure that resource center agents have access to accurate, consistent information. Premier will use the Unicenter suite of customer relations and help desk tools from Computer Associates International Inc.