Did you know?

BAC Handles Thousands of Federal IT Tickets Weekly

By Traci Hildreth, PMP
Project Manager | BAC

Every week, thousands of IT tickets and calls are routed through the Business IT Division at BAC, supporting the Defense Manpower Data Center (DMDC), a critical component of our nation’s defense infrastructure.

The DMDC serves as the central source for Department of Defense (DoD) human resource information, identity management, and data sharing, ensuring the secure and accurate delivery of benefits and entitlements to active-duty service members, veterans, and their families. From verifying military service for TRICARE eligibility to managing access credentials for defense systems, each inquiry represents a vital touchpoint in supporting those who serve our nation.

The Challenge: Scale, Security, and Service

Managing thousands of incoming requests weekly, ranging from password resets and access issues to benefits eligibility verification, requires precision, technical expertise, and empathy. Every interaction must meet federal standards for accuracy, timeliness, and information security while maintaining a high level of customer care.

A volume of this magnitude can quickly overwhelm a system without the right structure. That’s why a full-service contact center model, like BAC’s, is essential to maintaining operational excellence and mission continuity for federal programs.

A full-service contact center integrates technology, process management, and trained personnel into a cohesive framework that ensures no ticket goes unresolved and no customer unheard.

At BAC, our model includes:

• Tier I Helpdesk Support: Certified agents trained in customer service and security protocols provide immediate triage and resolution for the most common technical issues.
• Knowledge-Centered Service (KCS): Our system captures and categorizes solutions, continuously refining the knowledge base to improve efficiency and reduce resolution time.
• Secure Systems & Compliance: Our operations adhere to DoD cybersecurity and privacy requirements, safeguarding personally identifiable information (PII) across all transactions.
• Quality Management & Performance Metrics: Each call and ticket interaction is tracked and analyzed through established KPIs such as first-call resolution, average handle time, and customer satisfaction scores, ensuring data-driven improvements across every shift.
• Scalable Workforce Solutions: With trained personnel and integrated scheduling, our contact center flexes to meet mission demand surges, including peak seasons for military transitions or benefits renewals.

Behind Every Ticket: A Mission to Serve

What sets BAC apart isn’t just technical capability, it’s purpose. Every call answered and ticket resolved represents a real person: a service member verifying benefits for their family, a veteran seeking assistance after transition, or a dependent navigating system access for the first time.

By combining human-centered service with process excellence, BAC’s Business IT division ensures that federal missions stay connected, secure, and supported 24/7.

Our team’s performance directly influences national readiness, data reliability, and family well-being across the military community. With thousands of successful interactions every week, BAC continues to demonstrate the value of a mission-driven, performance-based contact center, one that not only meets contractual obligations but strengthens the trust between government agencies and the citizens they serve.