Siebel, AMS Pair Up for Army Help Desk

By Nick Wakeman, Staff Writer


MAY 10 - Siebel Systems Inc. of San Mateo, Calif., and American Management Systems Inc. of Fairfax,
Va., will work together to consolidate the contact centers for the Army's Military Traffic Management Comman
d to create an integrated help desk


The help desk will be a single point of entry for Defense Department customers that need to contact the
command, which manages surface transportation for the military.


An integrated help desk pulls together several services and speeds the command's response time for information requests on equipment and personnel movement, military policies and troop exercises. Also, the help
desk will improve responsiveness to IT systems access, repair and technical issues.


The contract is worth about $500,000 and runs through the end of September. It is the second customer relationship management project in the federal government, according to AMS officials.

"We are developing a consolidated customer care call center," said Paula Mihalek, the command's coordinator for this effort. "It will allow us to profile our customers to better meet their needs, gather statistics and be more proactive than reactive."