Please note: This story originally appeared on the Defense Logistics Agency website (www.dla.mil) and was written by Pamela Smith, DLA Aviation Public Affairs Office.
Located just outside DSCR’s North Gate, the VCC serves as a critical hub for employee services, guests and contractors alike. It facilitates a range of services, including issuing common access cards, providing Defense Enrollment Eligibility Reporting System services and overseeing physical security measures. This includes vetting visitors through the Defense Biometric Identification System and managing access control to buildings and offices on the installation via Lenel systems.
The extensive renovation, initiated in summer 2023, encompassed a complete overhaul of the lobby, customer service area, break room and offices. By relocating the DSCR mailroom, the project acquired valuable square footage, allowing for a more spacious and functional layout. The expanded area also provided dedicated office space for DLA Police to conduct on-site vetting, significantly streamlining the security process.
The transformation, completed in Spring 2024, has yielded a multitude of benefits. Visitors are now greeted in a welcoming and well-organized lobby, eliminating the previous congestion and fostering a more positive experience. The security for the entire facility has been improved overall by the new dedicated vetting office that provides streamlined and more efficient processing for visitors requiring security checks before entering the installation.
Robert Tamez, a security specialist that works within the center, explains the Visitor Control Center now offers sufficient space for both personnel and visitors.
“Even during peak hours, customers can engage with our staff privately and comfortably.”
VCC Clerk Florence Smith, echoed these sentiments, adding that the additional space and visual enhancements have made significant improvements in the overall visitor experience.
The success of the renovation is confirmed in the overwhelmingly positive feedback received by customers. To objectively gauge visitor satisfaction, DSCR implemented the Department of Defense’s Interactive Customer Evaluation system in early 2024. QR codes strategically placed at each workstation allow visitors to provide instant feedback, and the results have been overwhelmingly positive. From January to December 2024, the Visitor Center garnered over 630 customer commendation cards through the ICE platform, reflecting a remarkable 99% satisfaction rate.
The commended customer service provided at the VCC is a result of a strong partnership between DSCR and SOAR365, a Richmond-based AbilityOne federal contractor that helps create career opportunities for individuals with disabilities. First contracted with DSCR in 2002, SOAR365 has played a vital role in the center’s operation across multiple contracts in key positions of service across the installation.
“We are extremely proud of the work we deliver and the role SOAR365 plays in supporting military operations,” says SOAR365’s Director of Operations Deborah Foster.
The redesigned DSCR Visitor Center stands as a testament to the installation’s commitment to continuous improvement and the community. By prioritizing both customer experience and enhanced security measures, the project has successfully created a welcoming, efficient, and secure space for visitors and personnel alike.