Distance
Support
Distance Support (DS) is
both a process and toolset
providing connectivity
to/from the customer
tracking support requests
across the entire
collaborative shore
infrastructure via an
information repository. The
repository is tied to a
metrics system and
predictive Knowledge
Management (KM) component to
reduce the “find time”
supporting the customer. KM
complements metrics via
decision-enabling
information, potentially
mitigating systemic issues
across the Navy Enterprise.
- Navy 311
Support Center
(formerly known as
the Global Distance
Support Center
(GDSC))
- Conflict
resolution – Any
subject. Any
question.
Answers: Right. Now.
- Navy’s single
point-of-entry for
all fleet support
requests.
- All requests
received and tracked
through resolution.
- 24/7 support via
dedicated team of
certified Call
Center
Professionals.
- Fast and free
assistance for all
military and their
families, civil
servants, and
contractor support
personnel.
- Contact via
Phone:
- CONUS:
1-855-NAVY-311
(628-9311)
- OCONUS:
DSN:
510-NAVY-311
(628-9311)
- Contact via
Email:
- SIPRNet: Navy311@navy.smil.mil
- Contact
via
Website:
- Contact
via
Naval
Message
using
PLAD :
NAVY
THREE ONE ONE
NORFOLK
VA
- Navy 311 is
aligned to service
these functional
areas across the
Naval Enterprises:
- (P) Personnel
& manpower
- (E) Equipment
/ Maintenance
- (S)
Supply/Logistics
- (T) Training
and Education
- (O) Ordnance
- (M) Medical
- (I)
Installations /
Facilities
- (N) Networks
and Computers
- Enterprise Customer
Relationship
Management (eCRM)
- Tier 1/Tier 2
virtual contact
center
incorporating
call center best
practices
- Documenting
customer support
requests and
tracking them
through to
resolution
- Routing request
to their
appropriate
source of
support
- Generate
metrics to
evaluate
timeliness and
effectiveness in
resolving
support requests
- DS
Metrics –
DS Metrics System
Requirements and
Technical Goals:
- Customizable
scorecard based
on trouble
ticket data
- Web enabled
- Supports
informed
resources
allocation
decision
