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HDI-Certified Support Centers

Below is a partial list of organizations that have successfully achieved HDI Support Center Certification.



Aetna
2007 • 2009

Aetna is one of the nation’s leading diversified health care benefits companies, serving approximately 36.7 million people with information and resources to help them make better informed decisions about their health care. Aetna offers a broad range of traditional and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities and health care management services for Medicaid plans. Our customers include employer groups, individuals, college students, part-time and hourly workers, health plans, governmental units, government-sponsored plans and expatriates. The Single Point of Contact (SPOC) is Aetna’s hub for all IT infrastructure problems except hardware failures. SPOC remotely supports 38,000 internal users worldwide including users in Ireland, India, Philippines, United Kingdom and throughout the United States. SPOC is advancing quickly toward their goal of 100% virtual resolution by providing analysts with more innovative tools and products such as a chat room, new self-help products and a web-based password reset system. In 2007, SPOC handled 365,000 calls and successfully resolved 83% of them on first contact.


Algar Tecnologia e Consultoria S/A
2008

Algar group is a Brazilian conglomerate with companies in the IT / Telecommunications, Agribusiness, Services and Leisure segments. Formerly known as ACS Call Center, Algar Tecnologia concentrates investments in new BPO, ITO and Consulting services. Algar Tecnologia operates in Campinas (state of São Paulo) and Uberlândia (state of Minas Gerais), cities which are considered to be technology poles with a large qualified labor pool. The company services more than 100 high-level companies from various segments of the economy, such as health, manufacturing, financial, utilities, education, government, entertainment, and retail among others, and had revenue of more than US $100 million last year. According to its CEO, Mr. Fechio, “Trust is the basis for any relationship. Close relationships are our differential, as our clients already know. Our job is to understand our clients’ individual needs and provide them with unique and highly reliable solutions”.


BJC HealthCare
2009

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and mid-Missouri regions. With net revenue of $3.1 billion, BJC serves urban, suburban and rural communities and includes 13 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice. The Customer Support Center at BJC HealthCare provides services to the health care organization’s more than 26,000 employees. The Customer Support Center is housed on site and is available for 24/7 support of both clinical and business applications used within the organization.


CDI IT Solutions
2007 • 2009

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.


Fujitsu Limited - Fujitsu Communication Services Limited
2009

Fujitsu is a leading provider of IT-based business solutions for the global marketplace. With approximately 175,000 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 4.6 trillion yen (US $47 billion) for the fiscal year ended March 31, 2009.


Intergraph Solutions Center
2003 • 2005 • 2007 • 2009

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.



Lockheed Martin AFNCR Call Center
2009

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.

MCTSSA, Camp Pendleton, CA 
2004 •  2006 • 2008

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.



MetLife
2008

The mission of the MetLife IT Service Desk is to establish a single point of contact for Incidents, Service Requests and Inquiries for all Customers and Users of IT services within MetLife. The goals of the Service Desk are to develop incident, problem and change management processes that restore normal service operation as quickly as possible, minimize the adverse impact on business operations, ensure the best possible levels of service quality and maintain stability.

The Service Desk responds to an average of 55,000 calls per month and provides technical support for more than 45,000 MetLife employees. It supports thousands of applications and systems across all Lines of Business, and consistently maintains above 95% customer satisfaction.


NEC Fielding Helpdesk Solution Center
2004 • 2006 • 2008

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 - OCN Service Center (SENDAI)

2004 • 2006 • 2008

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 Aramco

2003 • 2005 • 2007 • 2009

Saudi Aramco is one of the largest oil companies in the world and is 100% owned by the government of Saudi Arabia. It is a fully-integrated, global petroleum enterprise and a world leader in exploration and producing, refining, distribution, shipping and marketing. It manages proven reserves of 259.9 billion barrels of crude oil, which is the largest of any company in the world, and it manages the fourth-largest gas reserves in the world at 248.5 trillion cubic feet. Saudi Aramco owns and operates one of the world's largest tanker fleets to help transport its crude oil production. Saudi Aramco has affiliates, joint ventures and subsidiary offices in China, Japan, Netherlands, Philippines, Republic of Korea, Singapore, Malaysia, United Arab Emirates, United Kingdom and the United States. Saudi Aramco also refines and distributes oil products Kingdom-wide to meet domestic daily energy demands.


Saudi Basic Industries Corporation (SABIC)

2007 • 2009

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.


 
Bomgar

Namura