Mary-Louise Hoffman
ICF International has been awarded a six-year, $19.9 million contract to help the Maryland Department of Human Resources manage customer service operations with a company-made technology platform.
The company said Tuesday it will provide its Connect customer relationship management product to DHR with the goal of helping the agency deliver public welfare services to state residents.
Karim Shihata, an ICF vice president, said the Connect platform employs live and interactive voice tools that are designed for contact centers.
The contract includes a six-month transition period and a base performance period of five years and six months.
Maryland established a DHR customer service center to offer people information and assistance they need to access child support, medical and social welfare programs.
