GAO’s reports and testimonies give Congress, federal agencies, and the public timely, fact-based, non-partisan information that can improve government operations and save taxpayers billions of dollars.
Federal agencies have increasingly relied on contact centers--centers handling inquiries via multiple channels such as telephone, Web page, e-mail, and postal mail--as a key means of communicating with the public. Many of these centers are contractor-operated.
In fiscal year 2004 federal spending on service contracts grew to over $189 billion governmentwide. This growth, along with cuts in the acquisition workforce and increases in high-dollar procurement actions, creates a challenging environment.