November 09, 2009 07:57 ET

AMERICAN SYSTEMS Awarded $16 Million Contract to Support the Department of Defense Security Service Call Center

Solutions Provider Extends 10-Year Legacy With DSS; Equips Government, Military and Contractor Personnel With Timely Security and Procedural Expertise

CHANTILLY, VA--(Marketwire - November 9, 2009) - AMERICAN SYSTEMS, a government IT solutions provider and one of the top 100 employee-owned companies in the U.S., today announced that it was awarded a $16 million firm fixed price (FFP) contract by the Defense Security Service (DSS) to provide call center support. The AMERICAN SYSTEMS team will provide callers with procedural and process expertise on the requirements of the National Industrial Security Program (NISP), investigative requirements of the DoD Personnel Security Program and associated manuals, regulations and policies.

"We are committed to ensuring the highest rates of call resolution and customer satisfaction, and are proud to continue making the DSS call center a valuable one-stop resource for the security information government and private sector personnel need to execute their missions," said William C. Hoover, president and CEO of AMERICAN SYSTEMS.

The DSS provides the military services, defense agencies, 23 federal agencies and approximately 12,000 cleared contractor facilities with security support services. AMERICAN SYSTEMS will assist the agency's call center customers with queries regarding Enterprise Security Systems (ESS) applications, security clearances, Electronic Questionnaires for Investigations Processing (e-QIP) and related issues.

AMERICAN SYSTEMS has worked with the DSS since 1999, during which time the company has greatly exceeded all service level agreements (SLAs) and maintained call abandonment rates of less than two percent with call volume of more than 1,500 calls per day.

With significant experience in all phases of managing, operating, consolidating and executing call center and help desk functions, AMERICAN SYSTEMS currently operates three government call centers and provides technical, managerial and logistics support to help customers meet mission objectives and SLAs on more than 100 government contracts.

Work under the contract, which has one base year and four one-year options, began on September 29, 2009 and is taking place in Columbus, Ohio and Alexandria, Va.


Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,300 employees nationwide. Based in the Washington, DC, suburb of Chantilly, VA, the company provides systems engineering, technical and managed services to government customers. AMERICAN SYSTEMS was named to the Federal 100 list in 2009 for influencing how the government buys, uses and manages IT. For more information, please visit:

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