DLA Customer Interaction Center CIC

The DLA Customer Interaction Center (CIC) is the Defense Logistics Agency's single, 24/7 "one-call resolution" contact point for logistics customers — order status, requisition questions, and general DLA support — reachable by phone at 877-DLA-CALL (877-352-2255) or email at dlacontactcenter@dla.mil. It replaced a patchwork of separate help desks that each of DLA's supply chains used to run on their own.

What it is

The CIC is DLA's centralized customer contact center, operating continuously (24 hours a day, 7 days a week, including federal holidays) since it became a round-the-clock operation on September 11, 2001. Agents handle roughly 1,200 to 1,600 customer contacts a day by phone and online query, covering questions such as an order's delivery status or equipment/item availability. DLA's stated goal is to answer live within about 30 seconds (industry press has reported agents reaching customers in as little as seven seconds), and the center resolves a large majority of contacts — DLA-reported figures put first-contact resolution at roughly 75% — without escalating to a supply chain or program office.

Who operates it

The CIC is run by DLA's J3 Logistics Operations directorate and is physically based in Battle Creek, Michigan. It consolidated what had previously been several separate, supply-chain-specific help desks — each with its own phone number — into one unified center.

Access

The CIC itself is a public-facing support channel — any DLA customer or business partner can call or email without an account or CAC. It does not grant system access on its own; it is the front door for finding the right point of contact, which may separately require CAC or account credentials depending on the DLA system in question (e.g., DLA's ordering and account-management portals).

How logisticians use it

Logisticians and DLA customers call or email the CIC when they don't know which office to contact, need a quick answer on order/requisition status or item availability, or need to be routed to the right DLA supply chain or system-access desk. CIC agents complete five to six weeks of training on DLA's business lines, requisition types, and order-tracking systems before taking calls, and have direct access to the systems needed to answer routine status questions. The center has also handled surge/emergency support — DLA has cited processing over 1,400 emergency orders during a wildfire response season — and its analytics are used internally by DLA leadership to track contact volume by service branch and geography.

Related systems

The CIC is the general customer-support front door for DLA's broader ordering, order-status, and account-access ecosystem; it does not replace supply-chain-specific systems or program office contacts, which remain the escalation path for issues the CIC cannot resolve directly.