{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "Federal Contact Center Regulations & Directives |Digital.gov",
    "description": "Federal Contact Center Regulations & Directives",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/28/federal-contact-center-regulations-and-directives/index.json","item" : [
    {"title" :"Federal Contact Center Regulations \u0026 Directives","summary" : "Contact centers operated and managed by federal agencies have to follow certain laws, regulations, policies, and other directives. Unless specifically noted, contact centers operated and managed by states or local governments do not have to comply with these same requirements. Access for People with Disabilities (Section 508) Federal contact centers must comply with Section 508","date" : "2013-10-28T05:19:56-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
        
            "accessibility" : "Accessibility",
            "contact-centers" : "Contact centers",
            "privacy" : "Privacy",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2013-10-28-federal-contact-center-regulations-and-directives.md",
      
      "filepath" :"news/2013/10/2013-10-28-federal-contact-center-regulations-and-directives.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/10/2013-10-28-federal-contact-center-regulations-and-directives.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/10/2013-10-28-federal-contact-center-regulations-and-directives.md","slug" : "federal-contact-center-regulations-and-directives","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/28/federal-contact-center-regulations-and-directives/","content" :"\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2013/10/600-x-435-Laptop-and-gavel-Fuse-Thinkstock-78743811.jpg\"\n    alt=\"Laptop and gavel\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eContact centers operated and managed by federal agencies have to follow certain laws, regulations, policies, and other directives. Unless specifically noted, contact centers operated and managed by states or local governments do not have to comply with these same requirements.\u003c/p\u003e\n\u003ch2 id=\"access-for-people-with-disabilities-section-508\"\u003eAccess for People with Disabilities (Section 508)\u003c/h2\u003e\n\u003cp\u003eFederal contact centers must comply with Section 508 of the Rehabilitation Act of 1973. Review the requirements and the \u003ca href=\"http://www.section508.gov/\"\u003eaccompanying guidance\u003c/a\u003e to ensure your contact center makes services accessible to individuals with disabilities.\u003c/p\u003e\n\u003cp\u003eFind out how \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-technologies/\"\u003eText Telephones/Telecommunications Devices for the Deaf (TTY/TDD)\u003c/a\u003e enable agencies to extend services to people who are deaf, hard-of-hearing, or speech impaired.\u003c/p\u003e\n\u003ch2 id=\"mcnamara-o8217hara-service-contract-act-sca\"\u003eMcNamara O’Hara Service Contract Act (SCA)\u003c/h2\u003e\n\u003cp\u003eYou need to comply with the \u003ca href=\"http://www.dol.gov/compliance/laws/comp-sca.htm\"\u003eMcNamara-O’Hara Service Contract Act (SCA)\u003c/a\u003e if your agency obtains contractor support for its contact center. The SCA requires payment of existing wage rates and fringe benefits to service employees on contracts that provide services to the federal government.\u003c/p\u003e\n\u003ch2 id=\"federal-information-systems-security-management\"\u003eFederal Information Systems Security Management\u003c/h2\u003e\n\u003cp\u003eReview \u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/07/Title-III-of-the-E-Government-Act-entitled-the-Federal-Information-Security-Management-Act-FISMA.pd\"\u003eTitle III of the E-Government Act, entitled the Federal Information Security Management Act (FISMA)\u003c/a\u003e (PDF, 62 KB, 16 pages, December 2002) and the \u003ca href=\"http://csrc.nist.gov/groups/SMA/fisma/index.html\"\u003eFISMA Implementation Project\u003c/a\u003e to ensure your contact center is in compliance with the law.\u003c/p\u003e\n\u003cp\u003eFederal contact centers must comply with laws and directives that protect information and information systems from unauthorized access, use, disclosure, disruption, modification or destruction in order to protect the integrity, confidentiality and availability of the information and information systems.\u003c/p\u003e\n\u003ch2 id=\"privacy-requirements\"\u003ePrivacy Requirements\u003c/h2\u003e\n\u003cp\u003eYou should review the following laws and regulations that protect the public’s privacy when interacting with government to ensure your contact center is compliant:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.justice.gov/opcl/1974privacyact-overview.htm\"\u003ePrivacy Act of 1974\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.hhs.gov/ocr/privacy/\"\u003eHealth Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy and Security Rules\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.whitehouse.gov/omb/circulars_a130_a130appendix_i\"\u003eOMB Circular A-130, App 1\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n"}
  ]
}