HDI-Certified Support Centers

The Federal Aviation Administration (FAA) National Service Center (NSC) is part of ActioNet's Information Technology Contract, which services the FAA's Air Traffic Organization (ATO). The primary function of the ATO is to move air traffic safely and efficiently. Providing 24×7 support to over 40,000 users and handling more than 400,000 calls per year, the NSC is the only FAA call center to achieve the HDI Support Center Certification. In addition, ActioNet has earned its SEI CMMI-DEV Maturity Level 3, ISO 20000, and ISO 9001:2008 certifications. Since its inception in 1998, ActioNet has successfully streamlined its processes and continues to provide outstanding service to its customers. ActioNet's corporate culture is the source of its strength, and a commitment to clients, people, growth, and results has enabled ActioNet to reach new levels and be recognized as a premier IT solutions provider.

The Single Point of Contact (SPOC) is the hub for all Aetna IT infrastructure problems, 24 hours a day, 365 days a year. In 2009, SPOC handled 380,000 incidents and successfully resolved 86 percent of those incidents on first contact. SPOC supports 38,000 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 a web-based password reset system for end users.

CareTech Solutions is a healthcare information technology company with in-depth knowledge of how hospitals work. Service Desk professionals are experienced on all major hospital information systems and bring a vital understanding of clinical analysis to every call. Calls are fielded by trained support analysts in a state-of-the-art command center in the United States. Advanced infrastructure and application monitoring tools enable customer to observe systems via dashboards and reporting tools enable analysis and trending to bring call volume down. Monthly reports keep customers updated on end-user satisfaction and statistics including downtime, SLA performance, and service request management. The Service Desk is scalable to the size and scope of any hospital.

CDI IT Solutions is a division of CDI (NYSE:CDI), a leading provider of engineering and IT outsourcing solutions and professional staffing. The company provides IT consulting, IT outsourcing, and IT staffing to lead organization optimization of IT infrastructure, reduction of aggregate IT costs, improvement of service levels, and reallocation of capital for strategic investment.

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process out­sourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in Teaneck, NJ, Cognizant combines a passion for client satisfaction, technology innovation, deep industry, and business process expertise with a global, collaborative workforce that embodies the future of work. With over fifty delivery centers worldwide and approximately 137,700 employees (as of December 31, 2011), Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500, and is ranked among the top-performing and fastest-growing companies in the world.

CTIS, one of Brazil’s major IT corporations, delivers a wide variety of IT services and products to large corporations, in addition to providing equipment, software, supplies, and accessories to retail consumers. These diverse offerings have led CTIS to be recognized as a “complete” company.

Fully national, CTIS works mainly in São Paulo, Rio de Janeiro, and the Federal District. Focusing on sustainable development, innovation, and quality, CTIS knows that technology is more useful when it improves peoples’ lives and futures, and that requires passion.

The DISN Global Support Center (DGSC), formerly known as the DISN Customer Contact Center, is the single point of contact for the Defense Information System Network (DISN).The DGSC, located in Columbus, Ohio, is available 24 hours a day, 365 days a year, providing service desk support to assist users of the DISN.The DGSC plays a critical role in first contact resolution (FCR) and service request logging for its support partners.In addition to FCR and service request logging, DGSC escalates service request reports as appropriate, performs quality assurance on service requests, provides customer education on the use of the DISA Direct Order Entry, and provides assistance with video conference scheduling and registration.

Fujitsu is a leading provider of ICT-based business solutions for the global marketplace. With approximately 172,000 employees supporting customers in 70 countries, Fujitsu combines a worldwide corps of systems and services experts with highly reliable computing and communications products and advanced microelectronics to deliver added value to customers. Headquartered in Tokyo, Fujitsu Limited (TSE:6702) reported consolidated revenues of 4.5 trillion yen (US$55 billion) for the fiscal year ended March 31, 2011.

Intergraph is the leading global provider of engineering and geospatial software that enables customers to visualize complex data.  Businesses and governments in more than 60 countries rely on Intergraph's industry-specific software to organize vast amounts of data into understandable visual representations and actionable intelligence.  Intergraph's software and services empower customers to build and operate more efficient plants and ships, create intelligent maps, and protect critical infrastructure and millions of people around the world.

Intergraph Solutions Center focuses on providing services to enable our clients to make the right decisions at the right time using the right information. Organizations need total IT support, whether it's to support custom systems, consolidate support from multiple vendors, or augment their own staff. Intergraph Solution Center provides total hardware, networking, operating system, and applications support. At Intergraph, we recognize that each customer's needs are different, and we satisfy those needs through our customer-centric approach.

LexisNexis leads the industry with the most advanced technology and comprehensive data solutions, so you can make the right decisions quickly. Serving the multi-billion dollar risk information industry, we offer solutions to a wide range of organizations in financial services, health care, insurance, retail, petrochemical, non-profit and government to name a few. We are committed to understanding the needs of our users and helping them achieve smarter answers faster. With over 400 LexisNexis support professionals, we strive to serve each customer's individual needs with the highest degree of integrity, maintaining a customer first mentality while optimizing process efficiency and employee satisfaction.

The AFNCR Call Center is a Lockheed Martin contract serving the United States Air Force National Capital Region (AFNCR) supporting the United States Air Force’s 844th Communication Group.  We provide the single point of contact for the support of 18,000 Air Force customers serving within the National Capital Region for a full range of IT services at three primary locations:  Andrews and Bolling Air Force Bases, the Pentagon and the other regional sites.   In addition to call center operations, the contract includes enterprise IT management, classified systems support, program management and engineering, and information assurance.  The AFNCR is the first Air Force call center to achieve the prestigious certification.  Headquartered in Bethesda, Md., Lockheed Martin is a global security company that employs about 146,000 people worldwide and is principally engaged in the research, design, development, manufacture, integration and sustainment of advanced technology systems, products and services. The corporation reported 2008 sales of $42.7 billion.

Marine Corps Tactical Systems Support Activity (MCTSSA) is a subordinate command of Marine Corps Systems Command at Quantico, VA. It is the USMC's Center for Command, Control, Communications, Computers, and Information (C4I) Systems Interoperability and Integration.  The Operating Forces Tactical Systems Support Center (OFTSSC) of the Operating Forces Support Division (OFSD) serves as the Marine Corps’ single point of entry for resolving all tactical C4I cases.  OFTSSC provides remote and on-site support to the Operating Forces during all phases of exercises, deployed operations and contingencies.  OFTSSC provides the warfighter access to 24/7/365 real time help via phone, internet relay chat, or email.

NEC Fielding, Ltd. is a provider of largest companies in Japanese IT support service, including network design, outsourcing, support and maintenance for both business and individual users of IT equipment and systems. The Helpdesk Solution Center specializes in its customer's industries as well as support for universal applications.

NTT Communications is a subsidiary of Nippon Telegraph and Telephone (NTT) Corporation (NYSE: NTT) - one of the world's largest telecommunications companies. NTT Com provides high-quality, technologically advanced network management, security and solution services to consumers, corporations and governments on a global basis, with a special focus on the Asia-Pacific region. Its world-class backbone network, combined with the networks of partner companies around the world, offers access to more than 200 countries. NTT Com Group has more than 30 companies in the Asia-Pacific region, Europe and the Americas. The company has garnered several awards for its leading edge technologies, outstanding performance and customer service, including "Best Global Carrier - 2004."

Saudi Basic Industries Corporation (SABIC) ranks among the world's top five petrochemical companies. The company is among the world’s market leaders in the production of polyethylene, polypropylene and other advanced thermoplastics, glycols, methanol and fertilizers.  SABIC recorded a net profit of SR 22 billion (US$ 5.86  billion) in 2008. Sales revenues for 2008 totaled SR 151 billion (US$ 40.2 billion). Total assets stood at SR 272 billion (US$ 72.5 billion) at the end of 2008.  SABIC's businesses are grouped into Chemicals, Polymers, Performance Chemicals, Fertilizers, Metals and Innovative Plastics. SABIC has significant research resources and has 15 dedicated Research and Technology and application centers in the Middle East, the Americas, Europe and Asia-Pacific. The company operates in more than 40 countries across the world with 33,000 employees worldwide.