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.

Reader Comments

Please post your comments here. Comments are moderated, so they may not appear immediately after submitting. We will not post comments that we consider abusive or off-topic.

Please type the letters/numbers you see above

What is your e-mail address?

My e-mail address is:

Do you have a password?

Forgot your password? Click here


  • Dive into our Contract Award database

    In an exclusive for WT Insider members, we are collecting all of the contract awards we cover into a database that you can sort by contractor, agency, value and other parameters. You can also download it into a spreadsheet. Our databases track awards back to 2013. Read More

  • Navigating the trends and issues of 2016 Nick Wakeman

    In our latest WT Insider Report, we pull together our best advice, insights and reporting on the trends and issues that will shape the market in 2016 and beyond. Read More

contracts DB

Washington Technology Daily

Sign up for our newsletter.

I agree to this site's Privacy Policy.