Fleet Logistics Support through the Navy Integrated Call Center (ICC)

Fleet Logistics Support through the Navy Integrated Call Center (ICC)

Organization: NAVSUP, FISC Norfolk

Team Name: Navy Integrated Call Center (ICC) Team

Related Acquisition Topic(s): Acquisition Practices Streamlining, Business Process Reengineering (BPR), Knowledge Management

Description:

The Navy Integrated Call Center (ICC) was established on August 11, 1999 at the Fleet and Industrial Support Center (FISC) Norfolk Virginia as an initiative to reduce workload and manning afloat and merge Fleet support. The Navy ICC consists of both government and contractor personnel working in concert to respond to or seamlessly route all types of Fleet logistic requests, including parts inquiries, technical data requests, requisition input and status, telephone listings, contract information, maintenance data, warranty reviews, and personal information.

The team is experienced in all aspects of Navy platforms, systems, and equipment support and maintenance, coupled with knowledge of naval logistics, supply and technical support processes. The Navy ICC team has successfully established an Anchor Desk architecture that merges many system-unique support processes and procedures into a single, consolidated approach. The Navy Integrated Call Center (ICC) Team has significantly contributed to Fleet readiness and the effectiveness of the support infrastructure ashore.

The Navy ICC Team has successfully designed and implemented the ICC as the single entry point for Fleet logistics and technical requests that accepts voice, web, email and naval message input. This single entry point is saving research time, reducing Sailor frustration and improving overall Quality of Life.

NAVSUP, FISC Norfolk

Navy Integrated Call Center (ICC) Team