ICT Group wins $24 million GSA contact center award

Contractor's IT systems will answer citizen inquiries for several federal agencies

ICT Group Inc. has won a five-year, $24 million task order under the General Services Administration’s USA Contact contract vehicle to continue operating the Federal Citizen Information Center’s National Contact Center (NCC).

The NCC uses ICT Group’s integrated multi-channel citizen contact solutions to answer inquiries to several federal agencies, including the State Department’s Overseas Citizens Services Hotline, Interior’s Fish and Wildlife Service Public Inquiry program and a variety of E-Gov initiatives.

The State Department also has begun using social media networks to provide citizens with information about Secretary Hillary Clinton’s overseas travels and other topics of general interest to the public.

Under the terms of the USA Contact Task Order, ICT will continue to maintain a fully integrated, multi-channel contact center solution that responds to information queries and needs through the toll-free 1-800-FED-INFO line, e-mail and Web chats received through the USA.gov website, consumer publications orders processed by the Pueblo, Colo., publication distribution center, and responding to public inquiries.

The ICT Group will use its current contact center in Lakeland, Fla., and also will begin using its Lock Haven, Pa., center to provide program redundancy and flexibility in responding to inquiries to the NCC, company officials said.

A major component of the GSA’s Citizen Services E-Gov initiative, USA Contact gives federal agencies and departments an efficient, cost-effective contract vehicle for procuring single or multi-dimensional contact center services, the officials added.

ICT Group, a global provider of customer management and business process outsourcing based in Newtown, Pa., will begin delivering services under its new contract on Sept. 1.

About the Author

David Hubler is the former print managing editor for GCN and senior editor for Washington Technology. He is freelance writer living in Annandale, Va.

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