Call Center Work Reporting

The Department of General Services (DGS), Office of Legal Services (OLS), supports the implementation Public Contract Code section 10299.5. This law requires state agencies that enter into certain call center contracts to report key information to DGS, including the total number of jobs associated with the contract, how many of those jobs are located in California, and whether any jobs are performed in other states. DGS maintains a list of these contracts and the related job information, which is made available to the public upon request.

State agencies may be subject to reporting requirements if their contracts involve call center work that provides public or customer service on behalf of a state agency.

DGS is currently developing a reporting website and related resources to assist agencies in submitting required information. Formal guidance, instructions, reporting procedures, timelines, and frequently asked questions will be provided as development of the reporting platform continues. Until a formal submission process is created, agencies may submit their reports in Excel or Word to CallCenterContracts@dgs.ca.gov.

We encourage agencies to monitor this webpage for future updates and resources.