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Immigration and Naturalization Service Selects NCS Pearson to Help Optimize National Customer Service Center Performance

Arlington, Virginia - February 19, 2002 - NCS Pearson today announced its Government Solutions business unit was selected by the Department of Justice, Immigration and Naturalization Service (INS) to manage and operate its National Customer Service Center (NCSC) currently located in Kentucky with additional operations to open in Kansas and Virginia. The INS NCSC assists customers inquiring about immigration services and benefits.

INS selected NCS Pearson based on their ability to help the INS achieve world-class customer service by integrating the latest and most scalable technologies to improve customer satisfaction and operational efficiencies. The contract is valued at $140 million, covering five years, and will focus on serving applicants seeking visa or immigration and naturalization information via contact center services. Over 14 million calls per year are handled by the NCSC, and an estimated 40% increase in volume is projected over the life of the contract.

"Our partnership is founded on our strong track record of successful, complex customer outreach programs across government and commercial customers," said Mac Curtis, President, Government Solutions, NCS Pearson. "We are very excited about the opportunity to have INS as a new partner, and more importantly, to assist them in delivering high quality services to their customers."

NCS Pearson is to provide services enabling customers to learn about basic procedures, eligibility information, and filing status through INS contact center services. The automated procedures also allow customers to order forms online. For customers requiring more in-depth services NCS Pearson provides bilingual customer service representatives trained to address the more complex service inquiries.

"INS and NCS Pearson developed a partnership that builds upon the existing investment INS has made in infrastructure and people. We are going to apply technological advances that will accommodate the predicted volume increases, afford scalability for optimal performance and management of the service center operations" said Terry Daley, Program Manager, Government Solutions, NCS Pearson.

The services will be provided through three locations: a facility in Knox County, Kentucky, which integrates into NCS Pearson's existing award-winning Lawrence, Kansas contact center, and a prototype facility in Arlington, Virginia.

About NCS Pearson

NCS Pearson's Government Solutions business, based in Arlington, Va., serves the federal government, and post-secondary education markets delivering technology-based solutions that support public sector entities in their delivery of information, benefits, and services to their constituents. Clients of NCS Pearson Government Solutions include the U.S. Departments of Defense, Agriculture, Education, Health and Human Services, Veterans Affairs and Labor, the U.S. Office of Personnel Management, and other civilian agencies.

NCS Pearson is a global provider of applications, services and technologies for education, testing, assessment, government and complex data management. NCS Pearson operates as a business of Pearson Education, the world's largest integrated education company, which in turn is part of Pearson plc, the international media and education company.