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ITG Newsletter

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January 2009

Thank You From ITG

We would like to thank everyone for your hard work and support in 2008. We appreciate your service and dedication to ITG. Ensuring our customers are taken care of in a professional and timely manner is an important goal of ITG.

SUBCONTRACTOR SURVEYS

Beginning in 2009, ITG will be conducting Subcontractor Surveys. We hope to get feedback on the business relationships we currently have with you. Our Quality Assurance Department will be contacting you to see how you feel we are doing to support you. The surveys are confidential and you can provide constructive comments. The surveys will be conducted by Wanda Boykin and Vicky Hall. When you are contacted remember this is your opportunity to let us know what we can do to im-prove our working relationship.

SECURITY ISSUES

If you are currently working on a con-tract with ITG that requires a security clearance, please remember to keep ITG informed should you loose a technician that was cleared or if you hire a new technician that will be taking calls for a secured facility.

If you have any questions, please contact the ITG Security Officer. The Security Officer for the IRS and the SSA contract is Harry Engel. The Security Officer for the HUD contract is Abel Medina.

SUBCONTRACTORS OF THE YEAR

Each year ITG selects the Subcontractors of the Year. The Subcontractor of the Year program was established to reward ITG's elite Subcontractors that give their best effort on a continuous basis throughout the year. The evaluation period runs from October 1st of the previous year to October 1st of the current year. All Subcontractors must meet the following eligibility criteria: 1) be a Registered ITG Subcontractor, 2) maintain a performance rating of 3.75 or higher, and 3) complete a minimum of 25 incident calls per year. Subcontractors are not eligible for selection in consecutive years.

For those of you who may not be aware of how your performance rating is established, the TAM (Technical Account Manager) evaluates your performance at the close of every incident call. The calls are aggre-gated and an average rating is established and tracked in your profile in our database CENTRE.

ITG selects the three Subcontractors with the highest performance rating to represent the best of our Subcontractors. One Subcontractor is selected for each level of incidents completed. There are three levels referred to as small, medium and large markets. The Subcontractor with the highest performance rating is selected for each market.

The Subcontractors of the Year for 2008 were: HTS Voice & Data from San Antonio, TX completed 196 calls (large market) and had a performance rating of 3.96; DAT Services, LLC from the Cleveland, OH area completed 80 calls (medium market) and had a performance rating of 3.98; Comserve, Inc. from the Hartford, CT area completed 33 calls (small market) and had a performance rating of 3.92.

These Subcontractors flew into Washington, DC to join us for our annual ITG Holiday Party and they were presented with their Subcontractor of the Year awards. We plan to continue this annual event and hope to see you next year.