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Telecommunications and Call Centers: Observations on Federal Contracting Practices

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Report Type Reports and Testimonies
Report Date April 13, 2020
Release Date April 13, 2020
Report No. GAO-20-291
Summary:

Agencies spend billions of dollars on contracts supporting telecommunication systems and call centers that handle public inquiries for programs like Medicare. Contractors often maintain or support these networks and call centers.

Contractors must follow various requirements to protect the systems and the privacy of personal data, which includes

implementing controls that limit or detect inappropriate access to data

not using equipment from certain foreign manufacturers that could include harmful hardware or software and pose national security risks

Most contracts also required that work be conducted in the United States or by U.S. citizens.

A hand holding a cell phone with an alarm clock on the screen

A hand holding a cell phone with an alarm clock on the screen

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