The Single Point of Contact (SPOC) is the hub for all Aetna IT infrastructure problems, 24 hours a day, 365 days a year. In 2011, SPOC handled 431,000 incidents and successfully resolved over 86 percent of those incidents on first contact. SPOC supports 41,000 Aetna internal users worldwide including those throughout the United States, Ireland, India, the Philippines, China, Dubai, and the UK. SPOC was established in 1995 to consolidate the regional support centers all over the country and to provide a centralized support model. Aetna users contact SPOC by phone, chat, or email, keeping the many analysts constantly busy. SPOC is advancing quickly toward its goal of 100 percent virtual resolution by providing innovative tools and products, such as chat rooms, new self-help products, and an end-user, web-based password reset system.