Contact Center Capability Modernization Program (C3MP) recompete

FEMA s Contact Center Capability Modernization Program (C3MP) was established to procure the appropriate technology and services to satisfy the needs of FEMA Recovery s National Processing Service Centers (NPSCs), the Office of the Chief Information Officer (OCIO) Enterprise Services Desk (ESD), the Office of the Chief Financial Officer (OCFO) FEMA Finance Center (FFC), and Individual and Households Program (IHP) Assistance Group, and to provide a contact center capability that leverages current technologies to enable NPSC business processes and communication with disaster survivors through voice, web, email, messaging, mail or other methods. C3MP provides contact center services for FEMA s contact centers servicing all inbound calls (1-800- 621-FEMA) from disaster survivors to FEMA s call center agents at three primary NPSC locations at Denton, TX, Winchester, VA and Hyattsville, MD, Puerto Rico and other stand-up locations; as well as telework locations across the country, plus additional surge agents from FEMA and the FEMA reserve corps, agents from Other Government Agencies (OGAs), and other non-persistent locations. Additionally, the platform supports Enterprise Service Desk (ESD) technicians and agents in the FEMA Finance Center (FFC), and agents in the Individual and Households Program (IHP) Assistance Group. FEMA also has interest in future technologies to advance customer support capabilities within our contact center solution. FEMA also obtains survivor feedback in support of improving our processes and procedures. The C3MP system refers disaster survivors to other disaster related agencies (local, state, and federal) where appropriate. C3MP is expected to have transparency and visibility into the application processing procedure and status of applications at any given point in the applications process. Providing an appropriate level of cyber security that ensures FEMA s capabilities are protected, resilient, survivable, and recoverable is essential.