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NAVY 311 Services

Support Community Services

NAVY 311 offers the following Support Community Services:

Tiered-Level Help Desk Support Services: Through NAVY 311 – via phone, email, web, text, chat, and other channels – the Fleet, Sailors, military families, and DoD civilians can get on-demand assistance. Think of NAVY 311 as a gateway to comprehensive customer support.  NAVY 311 personnel can lend helpful assistance through the use of provided FAQs, can document and track Click to Request a Service on This Page support requests using a sophisticated eCRM database, can escalate issues beyond the Tier 1 level to Subject Matter Experts and engineers, or designated watch personnel, and can provide round-the-clock support tailored to the needs and specifications of individual commands, programs, or organizations. Any customer support function, call center, or help desk can be integrated with NAVY 311 whether it be 24/7 coverage, emergency (COOP) staffing, or nights, weekends and holidays. If your organization is in need of Help Desk capabilities, please contact NAVY 311 to find out how we can serve you.

>> Read More About the Tiered-Level Help Desk Support Services

Support Provider Directory (SPD) Services: NAVY 311 maintains a Navy-wide directory of organizations and individuals that provide a vast array of non-tactical support to the fleet and shore based support organizations. The directory allows Navy personnel the ability to quickly search for and locate qualified support providers when the need for assistance arises.  If you are interested in our Support Provider Directory Services, please contact NAVY 311 to find out how we can serve you.

Additional SPD Items of Interest

Register to access the Support Provider Directory

Click to register for SPD access Register with your CAC (DoD Common Access Card) to search thousands of existing support organizations.  Additionally, registered users will be able to request changes to existing support provider and commodity records.

Add Information to the Support Provider Directory

Click to request to add an an organization, activity, product/service or customer contact information to the SPD. Request to ADD an organization, activity, product/service or provider contact information to the Support Provider Directory.

Request access to advanced user functions

Click to request SPD advanced user functionality. If you manage SPD record information for your organization, you may request access to the advanced user functions of the SPD by clicking on the link to the left and submitting the associated form*. The advanced user functions will allow you to maintain commodity and support provider records for your activity or support group.

*NOTE:  You must complete the registration process above and gain access to the SPD prior to requesting access to advanced user functions.

Integration Support Services NAVY 311 provides integration services for existing Navy call centers to allow seamless interoperability. The NAVY 311 Community currently includes more than a dozen of the Navy’s largest support centers. It allows partner support centers to automatically route or transfer support request tickets from one Help Desk to another and provides integrated reporting and metrics across the Navy’s communities of practice. To find out how to integrate your call center with NAVY 311.

 

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