ICF International (News - Alert) has just announced that the company received a brand new contract with the state of Maryland, allowing the firm to manage and operate the state’s Department of Human Resources (DHR) customer relationship management tool. This agreement will allow ICF to bring in its team of experts that have more than 20 years of work in the contact center market.
“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.
Hercik added that with this company’s team in place, both the firm and Maryland will be able to serve customers with better efficiency as well as with improved operations and services. The company is going to be bringing all of its best tools to bear on this particular project. That means ICF will have Live Voice and IVR technology in place and usable when it comes to the call center administration. Among the benefits this kind of technology brings with it, is that managers won’t have to spend as much time on rather mundane tasks.
The DHR is an office that works to administrate services in the state of Maryland such as child support, child welfare and public welfare services to more than 1 million people across the state. The call center that ICF is now running was created specifically to give the department a public face and voice that citizens of the state can interact with. While having a private company in charge of a call center that deals with public welfare issues might cause heartburn for some, it’s a fairly standard practice. Many of the call centers that are in place to deal with issues and questions surrounding the Affordable Care Act have some tie with private companies.
Edited by Dominick Sorrentino