The EEOC will launch the National Contact Center (NCC) 18-month pilot on March 21. The NCC will respond to most of the one million annual public inquiries to the EEOC through two toll-free numbers and by electronic mail. The NCC will provide immediate access to customer service representatives in more than 100 languages between 8:00 a.m. and 8:00 p.m. Eastern Time. An automated system with answers to frequently asked questions will be accessible on a 24-hour basis.

Initially, the NCC will operate on an 18-month pilot basis during which time the EEOC will evaluate its benefits and effectiveness. At the conclusion of the pilot, a comprehensive independent analysis will be conducted to determine if the NCC should be continued. On Sept. 21, 2004, the EEOC awarded a contract to operate the NCC to Pearson Government Solutions, which has more than 20 years of experience operating contact centers for the federal government, as well as state, local, and international governments. With a corporate office headquartered in Arlington, Va., the company serves 27 government programs in five major contact centers in the United States.

The NCC will be located at Pearson Government Solutions, 3833 Greenway Drive, Lawrence, Kansas