SI to run pension call center

SI International today announced an $18 million contract to deploy a call center for the Federal Retirement Thrift Investment Board.

The contract, which supports the Thrift Savings Plan for federal employees, consists of one base year and four one-year options, renewable at the board's discretion. Under the pact, SI International will set up a call center in Clintwood, Va. The building in which the call center will reside already exists and is equipped, according to a spokesman for the integrator. "We will be making modifications to bring it in line with [the board’s] standards, and then staff and manage it," he added.

The call center initially will handle 30 percent of the federal retirement savings plan’s call volume, with the remainder covered through a call center in Cumberland, Md. Eventually, the Clintwood call center will handle 50 percent of the Thrift Savings Plan's phone traffic.

SI has worked on other projects for the board. The company designed and implemented a Web-based Thrift Savings Plan system that lets federal civilian and uniformed services members manage a retirement savings plan similar to private sector 401(k) plans. "We are continuing to provide services for this IT initiative," the spokesman said.

In addition, SI manages the board's data center and provides firewall and security solutions. The company's 2004 acquisition of Matcom International brought in business with the board.

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