Capability Statement
Contact Center Operations, Consultation, Analytics, and Cybersecurity
Our advanced contact center solutions help government agencies deliver on their missions by streamlining their user journeys, modernizing their customer experience (CX), and optimizing their program outcomes.
Our custom implementations help agencies meet the Office of Management and Budget's "Delivering a Digital-First Public Experience" guidance.
Analytics
Accessibility
Brand
Content
Design
Search
Digitization
Here is what differentiates us from the competition…
Expertise: Our enterprise has 50 years of experience partnering with federal, state, and local agencies. Our expertise covers a broad spectrum of program types, including education; labor, workforce, and human services; health and healthcare; transportation and mobility; and finance and revenue.
Technology: Our NaviConnects® omnichannel contact center ecosystem helps you advance along your digital experience (DX) journey, enabling constituents to engage with your program on their terms.
Scale: Annually, our 4,000+ team members help 80M+ individuals successfully navigate complex programs.
Compliance rigor: Our dedicated compliance team can help you stay ahead of new rules and guidance.
Core Competencies
Operations: We can staff, train, and manage your program’s entire contact center program. We also deliver fast, accurate, and secure processing of both inbound payments and outbound disbursements.
Consultation: Our seasoned management team will help you uncover and solve inefficiencies, enhance your finances, and improve your constituents’ satisfaction and outcomes.
Analytics: Our custom, real-time reporting identifies issues and opportunities to ensure you stay on track to achieve your goals.
Cybersecurity: Our robust defenses are built for today’s threats … and tomorrow’s. We base our policies and procedures on NIST-800-61 Rev. 2.
Contract Vehicles
Our multiple award schedule (MAS) solutions make it easy for you to contract with us and optimize the value of our partnership.
We offer these contract vehicles:
Automated Contact Center Solutions (SIN 561422)
Financial Advising, Loan Servicing, and Asset Management (SIN 522310)
Management and Financial Consulting, Acquisition and Grants Management Support, and Business Program and Project Management Services (SIN 541611)
Our affiliate Pioneer Credit Recovery offers these contract vehicles:
Debt Collection (SIN 561440)
Debt Collection Disaster Recovery (SIN 561440RC)
Order Level Materials (SIN OLM)
Order Level Materials Disaster Recovery (SIN OLMRC)
Program Solutions
Our experience and capabilities enable us to deliver solutions across a broad array of program types, including:
Education
Labor, workforce, and human services
Health and healthcare
Transportation and mobility
Finance and revenue
North American Industry Classification System (NAICS)
NAICS classifies us under the following designations.
522310 - Mortgage and Nonmortgage Loan Brokers
522320 - Financial Transactions Processing, Reserve, and Clearinghouse Activities
531210 - Offices of Real Estate Agents and Brokers
541611 - Administrative Management and General Management Consulting Services
561421 - Telephone Answering Services
561422 - Telemarketing Bureaus and Other Contact Centers
561440 - Collection Agencies
561499 - All Other Business Support Services
Compliance
Leveraging our consulting expertise, our rigorous compliance posture, and the capabilities of our product partners, we ensure our clients’ CX platforms adhere to applicable laws, standards, and regulations, including:
Federal Risk and Authorization Management Program (FedRAMP)
Health Insurance Portability and Accountability Act (HIPAA)
IRS Publication 1075
Payment card industry (PCI) Level 1
State Risk and Authorization Management Program (StateRAMP)
Affiliations
Our enterprise proudly affiliates itself with forward-looking industry groups that are helping shape the future of CX, including:
American Association of Motor Vehicle Administrators (AAMVA)
Federation of Tax Administrators (FTA)
Government Finance Officers Association (GFOA)
Healthcare Financial Management Association (HFMA)
International Bridge, Tunnel and Turnpike Association (IBTTA)
International Parking & Mobility Institute (IPMI)
National Association of State Budget Officers (NASBO)
National Association of State Procurement Officials (NASPO)
National Association of State Workforce Agencies (NASWA)
Unemployment & Workers’ Compensation (UWC)
General information
Registered company name:
Year incorporated:
State of incorporation:
Corporation type:
D-U-N-S number:
UEID:
Navient B.P.O., LLC
2017
Delaware
Limited Liability Company; For Profit Organization
116944678
M3NRN5ZZV6L3