ARMY AL&T
“These are impressive year-one accomplishments,” noted Todd Hobart, Director of BSC East Division, which oversees six BSCs. “They are the direct result of our solution-oriented approach to customer service; store employees’ unwavering commitment to AbilityOne’s mission of generating gainful employment for visually impaired and severely disabled indi- viduals; the support of the Fort Detrick and Forest Glen, MD, communities; and the steady leadership and support provided by USAMRMC and Fort Detrick Commander MG James K. Gilman, U.S. Army Garrison Commander COL Judith Robinson, and USAMRMC Principal Assistant Responsible for Contracting Dr. Paul Michaels.”
The store has seven employees, four of whom are legally blind. One of these employees, Karen Brake, the store’s inventory control associate, was the IB Express employee of the month in June. The newest employee is 42-year-old Stacey Goff. Blind since birth, Goff is beginning her first job as a merchandising associate. “She’s already a huge contributor,” said Selby. Brake and Goff are just two of the more than 43,000 blind and severely disabled Americans employed by the AbilityOne Program.
Dan Bailey, Director of Federal Sales for IB Milwaukee, is seated with “Phelps.” Behind them are the Fort Detrick IB Express Store management team: from left, Assistant Manager George Leary, Manager Tim Selby, and Customer Service Expert Todd Thomas. The AbilityOne Program and the Fort Detrick IB Express Store are driven by their mission of providing jobs for the blind and severely disabled. (U.S. Army photo by Larry Sorcher, Fort Detrick Directorate of Plans, Training, Mobility, and Security.)
For many, the Industries for the Blind (IB) Express Store has quickly become the “go-to” source for competitively priced office and cleaning supplies, furniture, and personalized cus- tomer service. “It’s convenient; if they don’t have it, they get it faster and cheaper than anyone else—then, they deliver,” said Mary Lusby, U.S. Department of Agriculture Purchasing Agent.
“The products are good, competitively priced, and they always make things right,” said Eric Lesnow, Chief, Materiel Control Branch, U.S. Army Medical Research Institute of Infectious Diseases, the store’s largest customer. “I would support AbilityOne even if it weren’t a Federal Acquisition Regulation requirement.”
Year-One Successes Asked to assess first-year operations, IB Express Store Manager Tim Selby said, “We’ve been blessed. We opened our doors with very high expectations, and we’ve exceeded them all.” Selby explained that in-store sales (including calls, faxes, and e-mails) have increased for each of the last 9 months and have substantially exceeded initial sales projections. Internet sales, which were strong even before the store opened, have continued strong, and market penetration (the percentage of mission part- ners served) is approaching 50 percent.
65 OCTOBER –DECEMBER 2010
“Our Fort Detrick customers are driven by their mission of supporting the warfighter,” said Dan Bailey, Director of Federal Sales for IB Milwaukee. “They let us know early on that every dollar saved on products and services purchased from AbilityOne is a dollar they can use on research to support the warfighter. Similarly, the AbilityOne Program, and specifically the Post IB Express Store, are driven by their mission of providing jobs for the blind and severely disabled.”
“What’s neat about the IB Store’s relationship with Fort Detrick is that the success of AbilityOne’s mission is totally dependent on our ability to meet our customers’ needs, not just ‘wowing’ them with our capabilities and selling them stuff,” said Selby. He and his staff have demonstrated that AbilityOne can com- pete head-to-head against anyone’s prices, including the office super stores, and win nine out of 10 times.
Future Expectations Expectations for next year continue to run high. The 2011 walk-in sales are projected to increase substantially, while AbilityOne maintains current Internet sales levels. Also, the percentage of mission partners served is expected to increase from 50 to 75 percent. AbilityOne Milwaukee is developing a strategy to make this happen with input from Robinson and Michaels. Accomplishing these goals will generate the resources to hire at least two additional visually impaired employees, while increasing Fort Detrick’s contribution to AbilityOne’s job training and gainful employment programs nationally.
Fort Detrick was also selected to “test drive” the IB Express Mobile Store concept. Designed to save customers time with
CONTRA C T ING COMMUNI T Y H IGHLIGHTS
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