DHS (Department of Homeland Security)

Highway Watch
US Dept. of Homeland Security

 Challenge

Highway Watch (HWW) was a national program designed to train transportation professionals on activities considered suspicious in nature. The program also served as an outlet for reporting both safety and security threats to a centralized call center.

Solution

  • Created an outreach program to recruit drivers to participate in HWW and collected the necessary data to maintain a Master Membership database
  • Provided and maintained knowledge database
  • Assembled and fulfilled requests from transportation personnel for training packets
  • Created a dedicated inbound and outbound call team to provide 24/7/365 service
  • Provided information analysis and distribution
  • Classified call as safety or security and handled according to predetermined rules and escalation procedures

Results

  • Information analysis and reporting resulted in the identification and apprehension of two major terrorist cells
  • Received accolades from the Inspector General’s office as a result of the outstanding call center support of ATA
  • Enrolled over 780,000 truckers nationwide and trained over 90 CSRs