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CSD Designated for State of California Disability Equipment Distribution Contract

Location: Sioux Falls, SD
Release date: 12/17/2009

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 state’s 600,000 deaf, hard of hearing, blind and other disabled community.

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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.

CSD is a former Global Call Center of the Year award-winner (2004), and was previously designated a “pacesetter” by the Call Center Industry Advisory Council (CIAC). A CIAC Pacesetter is a call center leading organization that actively demonstrates its commitment to service excellence. In fiscal year 2008-09, CSD processed over 230,000 inbound and outbound calls at the Stockton center, and 99 percent of all customer complaints were resolved during the initial call. This commitment to excellence is one reason why CSD was chosen by the California PUC.

About CSD — CSD (aka Communication Service for the Deaf, Inc.) was established in 1975, primarily to provide sign language interpreting services to deaf and hard of hearing adults in South Dakota. Today, CSD employs nearly 2,000 individuals in offices across the nation, providing a broad continuum of social and human services programs, as well as telecommunications relay services. CSD is a private nonprofit agency dedicated to providing quality services; ensuring public accessibility; and increasing awareness of issues affecting the deaf, hard of hearing and individuals with speech disabilities. For more information, please visit www.c-s-d.org .

About The California Public Utilities Commission — The California Public Utilities Commission (CPUC) regulates privately owned telecommunications, electric, natural gas, water, railroad, rail transit, and passenger transportation companies. It is responsible for ensuring that customers have safe, reliable utility service at reasonable rates, protecting against fraud, and promoting the health of California's economy. The Commission also has oversight of the Deaf and Disabled Telecommunications Program (DDTP). This program includes CTAP (California Telephone Access Program — an equipment loan program) and CRS (California Relay Service). For more information about the CPUC and this program, go to www.cpuc.ca.gov and www.ddtp.org .