ICT Group received a $29 million contract with the U.S. General Services Administration to provide call center services for the Federal Citizen Information Center, the company said yesterday.
The contract calls for handling inbound contacts from citizens to the 1-800-FED-INFO hotline, e-mails to the FirstGov.gov Web site and requests for consumer publications. ICT Group will provide a national contact center to answer inquiries on behalf of federal agencies including the State Department's Overseas Citizens Services Hotline, the Interior Department's Fish & Wildlife Service Public Inquiry program and several Web sites that are part of the federal government's E-Gov initiative.
ICT Group will provide services from 8 a.m. to 8 p.m. weekdays as well as a 24/7 self-service tool.
The contract is for one year with four one-year options, ICT Group said. ICT Group, Newtown, PA, will begin operating the national contact center in March.