Navy extends contract at Machias Call Center

MACHIAS – The Navy has notified Superlative Technologies of Machias that it intends to extend the company’s contract to operate a call center for civilian personnel in the Northeast for at least another year.

The Machias Call Center began as a pilot program last September with 10 customer representatives who provide information to a customer base of 40,000 Navy employees.

The staffers help callers enroll in health programs, change the amount of their investments and maintain their life insurance accounts.

Superlative Technologies, based in McLean, Va., said Tuesday the Machias Call Center has proved that an automated information system, backed by service support staff, can handle a complex information service.

Last month, Congress approved $1.5 million for the continuation of the Machias Call Center as part of the defense appropriations bill, but it was up to the Navy to determine whether it wanted to continue the contract, according to a news release.

The Navy informed Superlative Technologies in a July 16 letter that it intended to renew the contract.

The renewal process has been set in motion and is expected to be completed within 60 days, according to the company.

The Machias program could be extended beyond the coming year, but will be competing with seven other regions that have the same or similar needs.

While the Navy is not discussing future renewals, staff at Superlative Technologies are considering the potential for follow-up contracts.

“It is not too far a stretch to imagine a 200-person SuperTek operation here in Machias,” said Ben Keethler, director of operations for SuperTek Machias. “With today’s technology we could support all Navy civilian employees, worldwide, right here from Washington County.”