ICF International (NASDAQ:ICFI), a leading provider of consulting services and technology solutions to government and commercial clients, was recently awarded a new contract by the State of Maryland, Department of Human Resources (DHR). The contract has a value of up to $19.9 million and a term of five years and six months, which includes a six-month transition period.
Under the agreement, ICF will implement, manage and operate DHR’s customer service center using the firm’s proprietary customer relationship management tool, ICF Connect. To this work, ICF brings a winning combination of powerful technology skills and platforms and a committed and knowledgeable team backed by 20 years of continuous support for state and federal agencies and organizations in Maryland in the areas of children and family services.
"ICF brings to the State of Maryland our subject matter expertise in strengthening families and supporting vulnerable populations and our experience in providing state-of-the-art customer engagement," said Jeanette Hercik, senior vice president for ICF International. "With the ICF team in place, Maryland and DHR will have an opportunity to enhance the customer experience for its citizens and, at the same time, improve the efficiency of customer service center management, operations and services. We look forward to partnering with DHR to support families in Maryland."
"ICF Connect uses the latest in contact center advancements, including live voice and interactive voice response (IVR) technology," said Karim Shihata, vice president for ICF International. "By using this system, DHR will decrease the time its case managers will need to spend on mundane tasks, thus increasing the time available for case resolution. We are eager to deploy this technology to support one of the largest customer service centers in ICF’s portfolio and look forward to replicating its success in future endeavors."
DHR administers child support, child welfare and public welfare services to more than 1 million people annually across all 24 Maryland jurisdictions. The DHR customer service center was created to serve as the public face of Maryland’s DHR, providing citizens with the information, assistance and social services needed to improve and protect their health, living conditions and overall welfare.
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