We provide efficient and effective business processes to help agencies, organizations, and corporations boost the bottom line, add value, and advance success — no matter how big the challenge. Our business process specialists bring extensive experience in a wide range of areas, such as Medicare and Medicaid, student loans, veterans' affairs, public health, and natural resources. We have the resources to support programs that integrate multiple processes and require flexibility, sensitivity, and a quick turnaround.

ICF partners with clients to tailor business process solutions for all of their needs, such as:

Disaster Recovery: The rapid establishment of response centers and mobilization of staff reduces wait times for disaster victims. Energy Efficiency and Conservation: Our comprehensive contact center offers full-service energy advisors, secure rebate processing, quality assurance/quality control, and an in-house training department to ensure high-quality customer service.

Social Services: We apply our customer service capabilities to support social service programs. We help with enrollment, online applications and support, and eligibility determination. We also offer reprographic services such as print, mail, scanning and fulfillment as well as customizable tools and services consisting of social media outreach, SMSS communications, live chat, and data collection and analysis.

ICF’s integrated customer service centers deliver an improved customer service experience that empowers our clients to meet their toughest customer satisfaction goals.

ICF designs customer service solutions to precisely meet needs, continually evaluate and improve processes, and achieve measurable results for our clients. We support programs in areas ranging from public health to energy efficiency. Our solutions advance many governmental and business goals of responsiveness and transparency.

When we design a customer service solution, we leverage reliable existing infrastructure—or implement a dynamic new solution. Our operational strategy includes benchmarking, reviews, customer experience measurement, and performance assessment.

ICF's integrated customer service solution provides clients with measurable improvements in operating costs, first-contact resolution, and customer satisfaction. We are adept at managing complex and difficult customer interactions, using a tiered-resolution approach and engaging case managers and resolution specialists. We provide continual quality assessment and generate reports that deliver comprehensive insight.


  • Web chat (Live Chat)
  • SMSS Communication
  • Social Media
  • Interactive web-based self-service (Shopping Cart)
  • Contact centers
  • Resolution Specialists
  • Customer satisfaction surveys
  • Inventory management and control
  • Website management
  • Listserv management
  • Communities of practice
  • Facebook applications
  • RSS feeds
ICF supports businesses and agencies with custom grants management processes and services, including eligibility determination, fulfillment, call centers, and waste and fraud prevention.

ICF’s comprehensive portfolio of grants-management strategies supports the full lifecycle of grants programs. With experience in managing billions in U.S. government grants, ICF has developed streamlined business processes that allow us to:

  • Determine grantee eligibility
  • Perform payment processing on grants
  • Stand up grantor call centers
  • Develop grants fraud prevention practices and processes

We assist businesses and agencies administering grants programs in being more responsive and transparent in their interactions with grantees. ICF helps meet grants accountability standards for agencies, U.S. federal grantees, and more.

We use a disciplined yet flexible program-management model custom tailored to meet grantor needs. ICF leverages proven industry-leading business processes, robust analytics, and comprehensive IT expertise to ensure measurable results in grants management. Our client-centered approach means we can work with legacy systems or create new ones, adapting quickly to changing situations for grantor and grantees.