The U.S. Equal Employment Opportunity Commission

Appendix B. Key Documents Reviewed

National Contact Center documents

EEOC Contact Center Customer Satisfaction Survey, CFI Group, May, 2006
Equal Employment Opportunity Commission: Organizing for the Future, National Academy of Public Administration, February 2003
Assessment of a National Contact Center Solution for EEOC, EEOC National Contact Center Work Group, June 2003
Commission Meeting Transcript - September 8, 2003
Contract dated September 20, 2004 between the US Equal Employment Opportunity Commission and NCS Pearson, Inc., and contract modification dated September 28, 2005 and effective May 1, 2005

EEOC Operations documents

ORIP Study of High Performing Investigator
Investigator competencies, and position descriptions for Investigator, supervisory Investigator, Investigator support assistant
EEOC Performance Budget
New Investigator Training FY 2005

Field Repositioning documents

EEOC Field Repositioning Plan dated July 6, 2005
Questions and Answers on Proposed Field Repositioning Plan
Forum on Field Repositioning - transcript dated June 23, 2005
Equal Employment Opportunity Commission: Actions Taken, but Agency Restructuring Efforts Could Benefit from a More Systematic Consideration of Advisory Panel's Recommendation, U. S. Government Accountability Office, October 2005. GAO-06-10

Other

President's Management Agenda, Executive Office of the President, Office of Management and Budget, 2002
Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed, U. S. Government Accountability Office, February 2006. GAO-06-270

This page was last modified on July 13, 2006.