USAC recently made a decision that they will be switching their support helpdesk vendor in order to improve their operational performance. In August 2017, USAC released an RFP for this service. The newly selected vendor will be Sutherland Government Solutions which will start providing helpdesk support services soon after the FY2018 E-rate Form 471 filing window closes.
The USAC business objectives for the change of vendors include:
  • Improve operational performance with a focus on first contact resolution and a high accuracy rate in providing accurate and timely program guidance;
  • Partner with the vendor to strategize areas for improvement and cost reductions;
  • Gain proactive insights regarding program participation and training and outreach needs through timely reporting, trends and findings.
USAC has a transition and training plan in place as stated in the Q&A section of the formal RFP. There will be two weeks of classroom training and four weeks of “on-the-job-training”. USAC will be “heavily involved in the training” in these trainings.
The August 2017 USAC Helpdesk Support RFP can be viewed here.
The USAC Sutherland Government Solutions Award Notice can be viewed here.