CASE STUDIES

Consolidated Contact Center for the U.S. Department of Defense (DoD) Defense Manpower Data Centers

Project at a Glance:

• High volume Veterans recruitment
• Complex contact center consolidation
• DoD Personnel Security Program support
• Enterprise DoD application user IT Support

THE NEED

The Defense Manpower Data Center (DMDC) is responsible for maintaining the central and authoritative store of a range of data for the Department of Defense (DoD). They require three unique contact center operations under one roof:

1. The Personnel Security Assurance (PSA) Help Desk, which provides a full range of technical support services for a variety of products related to the investigative requirements of the DoD Personnel Security Program.
2. The DMDC Support Center (DSC), which provides enterprise user assistance on hardware, software, user account security, communications, application questions and policy guidance.
3. The DMDC Support Office (DSO), which responds to service members, their family members, other eligible beneficiaries and other government organizations.

They contracted with InspiriTec in November 2012 to accomplish their contact center goals efficiently, effectively and to the highest quality standards.

THE SOLUTION

InspiriTec’s agents, most of whom are required to hold Top Secret security clearances, staff and maintain all three contact centers, providing unique and comprehensive support in every function.

• Agents at the PSA Help Desk respond to both functional and technical inquiries in support of a variety of products (systems, applications, tools, etc.); and processing of Systems Access Requests (SARs) for accessing applications and systems. They also provide as-needed technical support;  training and training materials; provide production and support equipment; maintain and enhance self-help tools; and support handling and tracking high-level and special interest cases.
• Agents at the DSC provide technical support for users calling or e-mailing from locations worldwide. Additionally, they monitor applications and interfaces, send important user notifications, and coordinate incident tracking and problem resolution with other DMDC systems data center personnel.
• Agents at the DSO support inquiries related to personal information, personnel, or benefits and entitlement data in the Defense Employee Eligibility Reporting System DoD personnel centralized database. Given the dynamic nature of policy changes and the unique needs of beneficiaries, agents stay current with legislative requirements and train the appropriate customer representatives in order to provide the most effective level of service. Inquiries are unique, so agent responses are as well — DSO personnel do not rely solely on scripts to respond or canned Frequently Asked Questions (FAQs)

Combined, InspiriTec’s Contact Center for the DoD Defense Manpower Data Centers employs nearly 300 agents who handle 120,000 calls on average per month.