Formerly tasked with providing distant support services to the fleet and facilitating seamless access to support resources across the Shared Data Environment, NAVY311 played a crucial role in ensuring operational continuity. Now, with its integration into the NESD fold, users are encouraged to direct all new and follow-up support requests through the NESD channels.

To access support services, NAVY311 users can now navigate to the Digital Workplace by visiting www.nesdnow.navy.mil. Here, they have a range of options at their disposal, including searching for knowledge articles to resolve issues, accessing the chat function, or directly submitting a ticket. Additionally, users can reach out to the NESD support line at 1-833-NESDNOW (637-3669) or send an email to nesd@nesd-mail.onbmc.mil for technical support.

The NESD is committed to delivering prompt resolutions to issues or providing users with the necessary contact information to address their concerns effectively. By centralizing support services, the NESD aims to enhance user experience and ensure operational readiness across the Naval Enterprise. “NESD has proudly taken on the mantle to drive and deliver excellence by continuing the U.S. Fleet Forces and NAVY311’s mission to provide support services anywhere, anytime,” said Ruth Youngs Lew, Program Executive Officer for Digital and Enterprise Services (PEO Digital).

This consolidation effort not only serves to optimize support services but also aligns with the Department of Defense (DOD) Data Strategy. Emphasizing the importance of data-centric approaches in supporting the National Defense Strategy, the DOD Data Strategy underscores the significance of managing data assets effectively and leveraging artificial intelligence (AI) and machine learning (ML) technologies. In a Deputy Secretary of Defense (DepSecDef) Memorandum, data and data analytics are recognized as essential strategic assets that can drive transformative change within the DOD. The Department of Navy (DON) echoes this sentiment, outlining steps to prioritize data maneuverability and harness AI to gain decision advantage.

The NESD's integration of state-of-the-art IT and AI/ML technologies, alongside standardized processes, facilitates expedient and high-quality resolutions to support requests. Leveraging ML capabilities, the NESD's virtual agent, Amelia, plays a pivotal role in enhancing user interactions and optimizing support delivery.

Since its full deployment on Aug. 31, 2023, Amelia has enabled users to receive support faster and more efficiently by reducing response times and leveraging the knowledge base effectively. With the ability to resolve issues autonomously or escalate them to human agents when necessary, Amelia continues to evolve through natural language interactions, enriching the overall user experience. “As NESD continues to expand the knowledge base, Amelia’s ability to resolve tickets reduces the average time to resolve an incident,” said NESD Service Owner Melissa Gatti.

By empowering users to navigate self-service portals and engage with virtual agents like Amelia, the NESD is driving efficiencies and improving operational readiness across the Naval Enterprise. As the NESD continues to evolve, its commitment to delivering exceptional support remains unwavering, ensuring that users have the resources they need to succeed in their missions.

About PEO Digital

The mission of the Program Executive Office for Digital and Enterprise Services (PEO Digital) is to provide the Marine Corps and Navy with a decisive information advantage through a modern, innovative, and secure digital experience – any data, any time, anywhere.

Our vision is to enable a world-class digital experience at the speed of mission, across our portfolio of Digital Workplace, Cybersecurity & IT Lifecycle, IT Platforms, and IT Infrastructure solutions.

Learn more at:
www.peodigital.navy.mil
https://www.linkedin.com/company/donpeodigital
https://twitter.com/donpeodigital