ࡱ> LNK bjbj fEjj lVVVjZZZ8 j*:      =J T" ^*$, 7.*V  @  * *  |8V    h fR7>V PjZ (*0*9/ R9/ jjNovember 26, 2004 Contact: Deborah K. Ruiz, (202) 501-1231 GSA # 10126 deborah.ruiz@gsa.gov GSA Awards Contract for National Contact Center ICT Group Tapped for FirstContact Task Order Worth $29M Over Five Years WASHINGTON, D.C. The U.S. General Services Administration today announced the award of a task order under its USA Services FirstContact contract to the ICT Group of Newtown, Penn., to operate the Federal Citizen Information Centers National Contact Center. This award brings us closer to the Presidents goal of bringing government information and services closer to citizens, said M.J. (Mary Joy) Jameson, Associate Administrator of GSAs Office of Citizen Services and Communications, the office which houses USA Services and FCIC. We are pleased to have the experience and capabilities of an industry leader to deliver the best possible service to our citizens. The task order was competed among five pre-qualified FirstContact contractors. ICTs proposed solution was found to offer the greatest value to the government. ICT will be using its state-of-the-art contact center in Lakeland, Fla., to respond to citizen phone calls and e-mails to the National Contact Center. The task order is for one base year with four one-year options. Its estimated value is $29 million over the next five years. ICT will provide a fully integrated, multi-channel contact center solution to respond to citizen information needs via the toll-free 1 (800) FED INFO line, e-mail inquiries received via the FirstGov.gov Web site, and orders for consumer publications to be processed by the Pueblo, Colo., publication distribution center. ICT will provide attended services from 8 a.m.- 8 p.m. EST on weekdays. In addition, ICT will provide the FirstGov.gov Web site with a new and dynamic state-of-the art Frequently Asked Questions tool, allowing visitors 24/7 access to automated answers. The National Contact Center answers citizen inquiries on behalf of several federal agencies, including the Department of States Overseas Citizens Services Hotline, the Department of the Interiors Fish and Wildlife Service Public Inquiry program, and the E-Gov initiatives GovBenefits.gov, Recreation.gov, Business.gov, and SAFECOM. In fiscal year 2004, the National Contact Center handled more than 1.5 million calls and processed 96,000 e-mails. A major component of the USA Services E-Gov initiative, FirstContact gives federal agencies and departments an efficient, cost-effective contract vehicle for procuring single or multi-dimensional contact center services. USA Services was established to help the public access information about government services and to help the government become more citizen-centric. ICT will be fully operating the National Contact Center by March 2005. The current vendor, Aspen Systems Corporation, based in Rockville, Md., has operated the National Contact Center since October 2000 and will work with ICT to ensure a seamless transition. ####  News Release U.S. General Services Administration  ___________________________________________________________________________ 1800 F Street, NW Washington DC 20405 www.gsa.gov ǿܴOJQJjUmHnHu5CJ$OJQJjCJUmHnHuCJ$mHnHu5B*CJOJQJphCJOJQJ\ OJQJ\5CJOJQJK[ \ ` a  $ `'^a$ $ `'^a$$a$ $ !a$h$a$$a$ $ `'^a$ & 002P/ =!8"8#8$8%n6-Μ&.{^sPNG  IHDRddsRGB pHYsEC\IDATx^y]e֐ !d2Cd@A \6N@c f*vb+(-'HhEG $$$ $L!ESF w?]ER:>~_9 z KjhX6XmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZYmZ@KۑZY?*"T) e"/UhJ)_Z,KǔV֨TvJk.MpWk"kVJc>,2V7\?ZyH_Dž ;<7t͋%xؼ驌fCFg8st${YԬ}|Q)R0K\#uHeK/IMkY%aP$Z0Ry |Y)7*0nQF}i w?X7ti][A Nhgpmx*܇7dt֧scz=iP۫CFuO8 x:ϝMhu5%c^;t3<:dOŗv#A1W%WPēr e)"/{Y4'O=Sꤟ$6g͙KLn:ɳMl\/`%ᝆәڊG77lwuBo~E:$[e {u6{qzܩHyxP% rcw8kH.촯__#ޠ, d1HK/5(# `i(̪p,V 0ޣO<ϛi4‰c:/ۃOYյ. q-CpnkTQ[$I6סnHfoZ$5Y<N-?㒈d?(JCQk4FP5Ν79( Wzxuw>)>8#;i>'qЌ m}懮/8.ZETZՏ/,*DdRgGk/}uev|r7Y0l 8<.9K!>VaĽ`7a,e\oEf&$Vw =wPy26GRf Vv1'_B5*w&ѫ{E(KxJ{+R[b9O0Ѝ$Kuj@+\o%Ezerq+7o7w2Nк A}H@BEigZ'E~_m- JRFABei֫ye|q - Hr}q(c&I~>c~˾Qeڨ/KkI&y`чfQwr($u'Ҕvt^TZvwEfQyIib# JO1FZuAD=E%XAfl>cFOohVm*&LdWУʩH70^[CU4MO?+`y<{u%yFwIw* AJ܌j:c~BE'rT;?ckgUar|Nx?-]viHJ<5$` wA6¯VM+3>=e,1 O|՘>t|qZ)2wyɳ:g㦌~ӬIGO9~Ƅ;s GO JMkS~8q:>֥;187ji}=yӦ dPը&NvH %/x6~}̓f/]MWsfPGF 6ՊG6d?h(B"riw(tEu_Ե3+&bG]v:uAL` 0i0Ҽy^&7~Tp֜ 7#žo]*w+_h{"ΝPNS 0rhtܩQ2ITKW>SÙ J{2(%No[[yOBmG_uL;kެN;vܞ:³CIDM§Vݿiǻ/ HP4,],~vh:N>|W<#xwmE0lڤZgﺓ5ntϯyXdЪ&**|Ծܢ! x=ŗ1Xk~miPifI[_|N-v { z+*RD'M7:rXK?<}/'e!a+Da+.Cbz&e}zXR,]}lVXGKCnٲarv5E}#Y.Żz{IÚbeRKm7ITiJ|g8?燞{3w=kh`0IӢ5F{ɦf"j榴i<9k-OPl⤈IN`aҺ([HH_A]sg7Yqnju='ln/Be  2}gٯ;j1U%s[KHU!fpB~YdoՁF@ C7iy4bp\c>{xߝ3X.,E& OpΞx'θ?/%TY<_ʒ64^FK)n`En31ifLްGa=n{uxHȪKs"vI]I rIS-N#GEaJfԯCNBLUP2mf9R;" ~Df<(H[L|zFlΤc (ٴĞ;"9p6:Y{zGKyT3zySc0ΰ-mMB m"ц6‹;Q?h<9iĈxԱUTj([- W)[.:1:!|#Xg%2'N 0 Č3XE&.^ vGZ#Z-[DJcw1҂Y:a5QRC*ŷ)C' yI=fS#CgЀ2m"5Eغx"s5d1ua"eã%eec&)CCwif#Q.uS)`xkHr~޷swo+uG&ю|lm?I(l8DS`~[uFN/U3Q95S{ju\1s,A&6ރ5@2ev)N3Tg_:6a,%Xunb"Ys(n?dd])V\a; ^tG 3棔yB.ig+iS/be|̷j)O$[kt1w^<,bo_HRV=8Y|“0}V5ӡWDT˯Z8g>[U+IiZau᪣K s۔9?O S:gj X3uBHSFU|u׼kiiF+E)+|bjw}?+ӊ7 !b}a@:wIB޸zټ/&#B^b1#\)Do]8kl 醠Q!IW+ ubſ]rkjLEۿ)Q1"Kg?+n{T6@E}gC Ӎ8ݹ9gj~Tӛ]` \^7+%[ t9FqS%\5d)Z.(zQt?S$,q#!S}蒊hmfeX"EcG.]lv'A?ˁRL8F2 ʔޭugmbqn=b ,|9g0pof dW#3{,{Eg[o]?j⥸Q!Vmqg}W9O":+d N4# /Q*PW'A+`(t lDilNt 'N'[Snv.懨 XV"nOM?˗,ݪ-ʫc:x8ɂMWE1Dp V3 O>pNrK_C9@n-8jR=^:6vsyc;)d H;HM[zxO?G70a7Şࢄ9A{v⑇Ν2B *ãJe߹gLv;O"oC ;'r%u,SQMdFk 'rx\9^az~ȹ+mّ#D6Z`u|qe5yBbؘD,;|I2ޫ{ԨQ6<ջnoF{a'b ى+E8󝴓 ߠ Ioz==ܷvcj;\S8u& @IId j~r6e(\|@*;`&V?l'$j2!$i$]/o7ax`' e_I > jTxLvqt ɭ66'o V>%IBOTYi)1V†!tNMKCPƠQX"aՓ"3 тEKL:^ztu Z3Ryt@ğ 6'2Ip.e0 ֯Y@&{Ra%@7:kR ^Fp8"(h NaF{V99'YxxyTfIPDVǨ^z dibH N*?Bɠ&VHqq PdK`arSB$yr1npBuS@81stC4xghEN`7Tzyl! 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