Business Process Operations + Optimization

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Email: mailto:info [at] icfi [dot] com
Phone: +1.703.934.3603

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ICF Case Management

Case Management

ICF International provides comprehensive case management services to accurately and securely track customer interactions and understand the customer relationship.



ICF case management creates a continuum of customer service that becomes a powerful tool for efficiency and results. Each customer interaction is consolidated into a single case file, accessible across the organization, business, or agency.

Our robust data systems capture each incoming and outgoing communication, documenting each touch point and turning these into a searchable data history that allows quick assistance throughout the life of the customer relationship.

ICF helps clients quickly deploy case management models for initiatives such as regional utility energy efficiency programs and U.S. government agency disaster relief programs, dramatically improving customer interactions and outcomes.

ICF is adept in developing and using innovative methods and in getting full value from data, utilizing:

  • Secure tools that ensure information access to all customer service agents
  • Auditing, reporting, and tracking tools
  • Fully searchable data
  • Data visualization
  • Electronic and online forms
  • Customizable workflows

Throughout the case management lifecycle, ICF uses up-to-date methods to ensure absolute data security and consistency. In addition, ICF is skilled at working with diverse customer populations, including retired military, seniors, families in crisis, consumers, retail, multiple federal agencies, health, and insurance.


Featured Resources

Case Management System Development

ICF transforms statutes, rules, and requirements into user-friendly systems and processes with a focus on preventing waste, fraud, and abuse. Our specialty is custom-built case management solutions that serve client-specific needs, not off-the-shelf products that respond in a limited way to fixed requirements. Every case management system benefits from our established platform of sophisticated tools and processes and is driven by our client-centered approach.

Case Management Administration

ICF offers end-to end process solutions that support the entire case management lifecycle. This starts with determining eligibility for income- and rules-based benefit programs and moves seamlessly into efficiently processing customer applications in accordance with program guidelines.

Reporting and Data Handling

As part of case management, ICF offers a number of services to meet reporting and tracking requirements. These services support such tasks as transforming multiple data sources and formats into useful information and analyses that support program initiatives; collecting, distributing, tracking, and reporting on program fund use; developing and maintaining registries and databases; and ensuring program document management and retention.

  • State of Louisiana
    • Housing and Urban Development
  • U.S. Department of Agriculture (USDA)
    • Rural Utilities Service (RUS)
  • Project

    Louisiana's The Road Home Program

    ICF created the case management system for the Road Home Housing Program, the largest disaster relief program in U.S. history, which handled more than 200,000 grant requests and 120,000 cases needing eligibility determination and fund dispersal for the victims of Hurricanes Katrina and Rita.

  • Project

    Implementation of the Rural Utilities Service (RUS) Broadband Program

    ICF is helping the USDA Rural Utilities Service implement the Broadband Initiatives Program mandated by the American Recovery and Reinvestment Act (ARRA) of 2009.

  • Al BlankenshipAl Blankenship

    Program Director

    Expertise in: Surveys, Business Process Operations + Optimization
  • Karim ShihataKarim Shihata


    Expertise in: Business Process Operations + Optimization

Contact Info

info [at] icfi [dot] com

+1.703.934.3603 or +1.800.532.4783

9300 Lee Highway, Fairfax, VA 22031-1207 USA

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9300 Lee Highway, Fairfax, VA.