AKO Opens New Call Center
June 18, 2008
FORT BELVOIR, Va. (Army News Service, June 18, 2008) - The Army Knowledge Online/Defense Knowledge Online Project Office marked the grand opening of a newly-renovated Help Desk Call Center with a ribbon-cutting ceremony Wednesday at the Fort Belvoir facility.
"Over the last 15 months, we have expanded help desk service capacity by 50 percent, which enables us to help more Soldiers simultaneously," said Col. James Barrineau, AKO/DKO project director with the Program Executive Office, Enterprise Information Systems.
The help desk averages 4,000 - 6,500 calls per day, and is available 24 hours a day, 7 days a week to assist AKO users with password resets, CAC registration on AKO, and questions about collaboration, e-mail, chat, and other AKO portal functionality.
"With the increased capacity of the updated call center, we will be able to service the Army and the anticipated volume of calls more efficiently and with greater accuracy," said Dana Beck, Help Desk Director.
The AKO/DKO Help Desk also provides support to the growing number of DKO customers.
This was one of Barrineau's last official functions as project director of AKO/DKO. On June 27, he will pass the charter to Col. Earl Noble, the newly designated AKO/DKO Project Manager.
Over the past two years, Barrineau has managed the Army's largest automated enterprise system with more than 270 government and contractor personnel with an annual budget exceeding $100 million. He oversaw implementation of the DKO initial operating capability in January 2007, AKO-Forward full operating capability in Southwest Asia in April 2008, and the AKO/DKO portal's growth to more than 2 million unclassified and 90,000 classified users, representing the tactical, institutional and greater Army communities.
Lee Harvey, the deputy program executive officer for programs with PEO-EIS, and Dennis Joyner, Fort Belvoir director of Information Management, along with Barrineau and Beck, were on hand to cut the ribbon for the new center. The Fort Belvoir DOIM provides significant support to AKO, to include telephone-switch service for the AKO help desk and unclassified and classified network connectivity to AKO.