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U.S. Department of Health and Human Services

About FDA

SAFEFOOD Information Line

Description: Upgrade the SAFEFOOD Information Line - CFSAN is responsible for the Agency’s 1-888-SAFEFOOD Information Line. The Information Line is an important resource that gives American consumers access to the most up-to-date, reliable food safety information. The Information Line was instituted in part to enhance FDA's ability to provide accurate and meaningful information to the public about food safety. In addition to providing food safety information, the Information Line provides assistance with other CFSAN issues including cosmetics, food additives and dietary supplements.

Accomplishment: CFSAN upgraded the Agency's 1-888-SAFEFOOD Information Line. For the last few years, the Information Line was answered through Avaya Release 2.0. It was updated to Release 5.0 and Contact Center Express 4.0 with email and a compatible Application Enablement Server were installed in August 2010. This upgrade enhanced CFSAN's tracking and reporting capabilities as well as increased quality control procedures, including:

  • The ability to track calls and emails through a built-in reporting mechanism;
  • The ability to customize reports by key words or topics, as well as hold times, dropped calls, hang ups, etc.; and
  • Standard call vectoring (queuing and redirecting calls, time of day routing), agent skills and Automatic Call Distribution reporting.
The contractor provided training for the call center agents and provided technical assistance to successfully transition to the upgraded system. We have experienced a few technical difficulties in regard to retrieving some of the reports automatically but we continue to work with our contractors to have all reporting capabilities in place as soon as possible.

Milestone DescriptionMilestone DateMilestone StatusMilestone Completion Date

A. Award Contract

9/1/2009

Completed 9/1/2009

B. Complete Data Gathering / Needs Assessment

1/1/2010

Completed 1/4/2010

C. Complete PBX Upgrade - Upgrade Avaya System from Rel. 2.0 to Rel. 5.0

2/1/2010

Completed 2/1/2010

D. Complete Software Installation, Configuration and Testing - Contractor will install Contact Center Express 4.0 (CCE) with E-mail and an Application Enablement Server (AES). This step will provide the Agency the ability to properly report on several aspects of the Call Center.

4/1/2010

Completed 8/20/2010

E. Complete Technical Assistance / Training - Contractor will provide training for Call Center Agents and provide technical assistance as needed to successfully transition to the upgraded system

5/1/2010

Completed 8/20/2010

Key Projects Legend

Milestone StatusDefinition
Not Yet StartedWork for specific milestone has not yet been started.
CompletedMilestone and/or overall project is completed.
On TrackMilestone - On track for completion by milestone deadline. Quarter status - Project is on track for completion based on overall milestone status.
On HoldMilestone - On hold, but deadline for completion has not passed. Quarter status - Project is on hold, based on overall milestone status.
DelayedMilestone - Delayed as it has not been completed and deadline has passed. Quarter status - Project is delayed based on overall milestone status.

Glossary

Note: The data provided on this website is produced on an ongoing basis for performance management purposes and is subject to change due to updates of preliminary estimates, corrections, or other reasons. In addition, FDA may change the type or amount of data provided on this website at any time. Information marked as "Completed" may include measures and/or key projects for which activities are ongoing but no longer tracked as part of FDA-TRACK.