The Centers for Disease Control and Prevention (CDC) has consolidated all of its public information contact operations into a single contact center. EMT was selected as the prime contractor to evaluate the effectiveness and efficiency of the consolidated contact center operation. CDC-INFO provides a single point of contact to the public for public health education matters involving CDC and the Agency for Toxic Substances and Disease Registry (ATSDR). CDC-INFO is comprehensive in the scope of its subject matter domain: agents respond to general public inquiries and requests regarding almost every topic under CDC's domain, regardless of Division or Center affiliation. As the evaluation contactor EMT was charged with providing policy, program and performance analysis and evaluation for CDC-INFO. The evaluation design applied is best characterized as a comprehensive, multi-phase system of quality assurance and performance monitoring. The evaluation framework developed for the project provided continuous monitoring and evaluation feedback to addresses quality improvement, outcome assessment, and planning information needs. The evaluation was supported by an integrated data collection, analysis and reporting system. EMT's design and implementation phases include 1) mapping the information and decision system, 2) supporting quality assessment and improvement, 3) assessing outcomes, 4) using service data for surveillance and planning, 4) building collaboration, and 5) reporting for diverse audiences.
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