CSD Designated for State of California Disability Equipment Distribution Contract

Call Center of the Year award winning organization, CSD, notified on intent to award $30 million contract to provide services to the Deaf and Disabled Telecommunications Program for states 600,000 deaf, hard of hearing, blind and other disabled community.

The California Public Utilities Commission (CPUC) announced that it intends to award CSD a $30 million contract enabling CSD to continue operating their statewide equipment distribution program. The three-year contract would begin July 1, 2010. The contract also has an option for two one-year extensions.

Under the terms of the contract, CSD will continue operating, staffing and maintaining the equipment processing contact center in Stockton, Calif. On the contact center side, employees ensure all incoming calls are processed and the necessary equipment is distributed to the consumer. The program — the Deaf and Disabled Telecommunications Program (DDTP) — provides deaf, hard of hearing, blind, and other disabled citizens telephony and other equipment (TTYs, captioned phones, etc.) based on their unique needs, and truly sets the industry standard for statewide equipment distribution programs. Overall, this program is integrated with three separate functions: the contact center, the warehouse, and the equipment tracking system.

CSD considers it to be a great privilege to serve the State of California and the 600,000-plus consumers who currently are a part of the DDTP, said Christopher Soukup, CSD contact centers senior vice president. We are proud of the caliber of our entire agent and managerial workforce that supports this important program. The DDTP is closely aligned with the mission of our organization which is dedicated to achieving greater access, awareness, and independence for all individuals who are deaf or hard of hearing. We look forward to continuing our involvement for many years to come and we remain committed to excellence, integrity, and innovation in all that we do.

A state-of-the-art telecommunications system processes incoming calls in the contact center from consumer telephone (voice, TTY, CapTel, VRS, including non-English language) calls, and can also process contacts via e-mail or in real-time with Web chat. The warehouse distribution center houses required equipment and materials and supports shipping, receiving, accepting returns, testing, refurbishment and scrapping equipment. The tracking system integrates with the contact center and warehouse to track consumer information and service orders which can be accessed from remote locations throughout the State of California. CSD will partner with San Jose Distribution Services for disseminating the equipment.

San Jose Distribution Services Inc. is extremely proud and honored to be able to continue providing distribution logistics services for such a worthwhile state program that positively affects the lives of hundreds of thousands of Californians, said Gary Minardi, San Jose Distribution Services president.

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Tags:

• call center
• deaf
• California
• CPUC
• CSD
• disabled
• blind
• hard of hearing