Integrated Customer Service

Capabilities

• Web chat (Live Chat)—ICF’s service allows website visitors to chat directly with a customer service representative to ask questions about the website and/or seek content-related help.
• Interactive web-based self-service (Shopping Cart)—This feature provided by ICF permits website users to easily request that publications be mailed to them or delivered electronically, via e-mail or immediate download.
• Call centers—ICF call centers provide a wide range of assistance via project-unique toll-free numbers. The level and nature of support depends on each project’s needs—from taking callers’ requests to receive one or more publications, to answering their questions about a program’s offerings, to providing technical assistance, and more.
• Customer satisfaction surveys—ICF conducts customer satisfaction surveys to provide the data necessary for clients to continuously improve all aspects of customer service, website features, and product development.
• Inventory management and control—ICF’s integrated tool monitors inventory levels, processes orders, prints invoices and pick tickets, accepts online payment via PayPal, provides large quantities of publications for conference support, processes returns, and allows for pre-ordering of in-development products.
• Website management—ICF has the ability to maintain and update a website of over 5,000 pages and can do so within compliance requirements of Section 508, U.S. Federal Rehabilitation Act.
• Listserv management—ICF has the ability to maintain and monitor a wide range of listservs for our clients’ benefit, as well as to push email lists.
• Communities of practice—ICF’s web-based tools allow for peer-to-peer communication, threaded discussion, resource sharing, and housing of member directories.
• Facebook applications—ICF uses Facebook applications to push information out to the general public or target audiences who are Facebook users.
• RSS feeds—ICF has the ability to deploy and monitor RSS feeds for our clients.  RSS is a tool that allows Web-based informational formats—such as blog entries, news headlines, audio, and video—to be pushed to Internet users at their request. The user subscribes to a feed of interest, avoiding having to manually inspect all websites of interest.

Clients

• U.S. Department of Health and Human Services (HHS)
  • Administration for Children and Families (ACF)
    • Children’s Bureau
    • Office of Family Assistance (OFA)
  • Substance Abuse and Mental Health Services Administration (SAMHSA)
• U.S. Department of Transportation (DOT)

Projects

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  National Healthy Marriage Resource Center (NHMRC)

  ICF maintains the National Healthy Marriage Resource Center, a web-based clearinghouse that serves as the “first-stop shop” for marriage and relationship education information.

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  Knowledge Applications and Transfer (KAT) Program

  This project involves supporting six SAMHSA programs related to youth violence and suicide prevention. ICF provides the clearinghouse of information for public consumption.

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  Children's Bureau Clearinghouse Services (Child Welfare Information Gateway)

  ICF has provided information clearinghouse services to the Children’s Bureau since 1990 to help the Children’s Bureau protect children and strengthen families.

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  Transportation and Climate Change Clearinghouse (TCCC)

  ICF built a state-of-the art, user-centered website for TCCC that facilitates knowledge gathering and exchange and is a one-stop source of information on transportation and climate change issues.

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  National Responsible Fatherhood Clearinghouse (NRFC)

  ICF leads content management and direction for the National Responsible Fatherhood Clearinghouse, which serves as a national repository and distribution center for information and research relating to responsible fatherhood programs, initiatives and activities.