ICT GROUP MEDIA CONTACT: ICT GROUP INVESTOR CONTACT:
BERNS COMMUNICATIONS GROUP, LLC MBS VALUE PARTNERS, LLC
Michael McMullan Betsy Brod/Lynn Morgen
212-994-4660 212-750-5800
ICT GROUP AWARDED NATIONAL CONTACT CENTER CONTRACT
BY U.S. GENERAL SERVICES ADMINISTRATION
USA Contact Order Estimated Value Up to $24 Million Over 5-Year Period
NEWTOWN, PA, AUGUST 25, 2009 – ICT GROUP, INC. (NASDAQ: ICTG), a leading global
provider of customer management and business process outsourcing solutions, announced today that it
has been awarded a competitively bid Task Order under the General Services Administration’s USA
Contact vehicle, to continue its operation of the Federal Citizen Information Center’s (FCIC) National
Contact Center (NCC).
The task order was competed among the nine pre-qualified USA Contact contractors. ICT
GROUP’S proposal was found to offer the greatest value to the government. The task order is for one
base year with four one-year options. Its estimated value is $24 million over the next five years.
“This contract is a significant win for ICT GROUP, as it strengthens our position in the
government sector in an era of increased federal competition,” stated John J. Brennan, Chairman and
Chief Executive Officer of ICT GROUP. “Furthermore, this win demonstrates ICT GROUP’s ongoing
commitment to the delivery of high-quality citizen services, which we have provided to the Federal
government since 2004.”
ICT GROUP will continue to use its state-of-the-art contact center in Lakeland, FL, as well as
begin utilizing its Lock Haven, PA, center to provide program redundancy and flexibility in responding
to citizen phone calls, e-mails and Web chat inquiries to the National Contact Center.
Under the terms of the USA Contact Task Order supporting the National Contact Center, ICT
GROUP will continue providing a fully integrated, multi-channel contact center solution, responding to
citizen information needs via the toll-free 1-800-FED-INFO line, e-mail and Web chat inquiries received
via the USA.gov website, orders for consumer publications to be processed by the Pueblo, CO,
publication distribution center, and responding to public inquiries on behalf of selected federal agencies.
ICT GROUP will deliver attended services from 8 a.m. – 8 p.m. (ET) on weekdays; the Company will
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ICT GROUP AWARDED NATIONAL CONTACT CENTER CONTRACT BY U.S. GENERAL SERVICES
ADMINISTRATION (CONT.)
continue to provide the USA.gov website with a state-of-the-art Web self-service Frequently Asked
Questions (FAQ) tool, providing visitors with 24/7 access the most up-to-date information.
GSA’s Office of Citizen Services serves as the nation’s focal point for information and services
offered by the federal government. The National Contact Center answers citizen inquiries on behalf of
multiple federal agencies, including the Department of State’s Overseas Citizens Services Hotline, the
Department of the Interior’s Fish and Wildlife Service Public Inquiry program, and a variety of E-Gov
initiatives, via ICT GROUP’s fully integrated multi-channel citizen contact solutions.
A major component of the GSA’s Citizen Services E-Gov initiative, USA Contact gives federal
agencies and departments an efficient, cost-effective contract vehicle for procuring single or multi-
dimensional contact center services.
ICT GROUP will begin delivering services under its new contract on September 1, 2009.
About ICT GROUP:
ICT GROUP, headquartered in Newtown, Pa., is a leading global provider of customer
management and business process outsourcing solutions. The Company provides a comprehensive mix
of customer care/retention, up-selling/cross-selling, technical support and database marketing as well as
e-mail management, data entry, collections, claims processing and document management services, using
its global network of onshore, near-shore and offshore operations. ICT GROUP also provides interactive
voice response (IVR) and advanced speech recognition solutions as well as hosted Customer Relationship
Management (CRM) technologies, available for use by clients at their own in-house facility or on a co-
sourced basis in conjunction with the Company’s fully integrated contact center operations. To learn
more about ICT GROUP, visit the Company’s website at www.ictgroup.com.
Important Cautionary Information Regarding Forward-Looking Statements
This press release contains certain forward-looking statements concerning anticipated business under the U.S. GSA contract.
The forward-looking statements involve assumptions and are subject to substantial risks and uncertainties. Whenever possible,
forward-looking statements are preceded by, followed by or include the words “believes,” “expects,” “estimates,”
“anticipates” or similar expressions, which speak only as of the date the statement is made. ICT GROUP assumes no obligation
to update any such forward-looking statements. For such statements, ICT GROUP claims the protection of the safe harbor for
forward-looking statements contained in the Private Securities Litigation Reform Act of 1995. The actual level of business
under the U.S. GSA contract may differ materially from the level disclosed in the forward-looking statements as a result of
various factors, including without limitation, the actual demand for services under the contract, a party invoking cancellation
or other provisions of the contract, and those discussed in ICT GROUP’s annual report on Form 10-K for the year ended
December 31, 2008, and other documents, such as reports on Form 8-K and reports on Form 10-Q filed by ICT GROUP with
the Securities and Exchange Commission. Although ICT GROUP believes that the expectations reflected in such forward-looking
statements are reasonable, there can be no assurance that such expectations will prove to be correct and we undertake no obligation
to update such expectations.
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