Navy 311 is now Navy Enterprise Service Desk NESD

NAVY311 was the U.S. Navy's consolidated Fleet-assistance contact point for reaching support across Navy IT and business systems. Effective 20 February 2024, NAVY311 was folded into the Naval Enterprise Service Desk (NESD), a single Tier 1 help desk for afloat and ashore personnel; NAVY311 no longer accepts new support requests and all traffic now routes through NESD.

What it is

NESD is the Navy's centralized Tier 1 IT and enterprise service desk, providing 24/7 support to Sailors, Navy civilians, and other authorized users. It combines self-service knowledge articles, an AI/ML-powered virtual chat agent ("Amelia"), and standard ticket submission into one front door, replacing a patchwork of legacy program- and command-level help desks. On 29 November 2024, the Department of the Navy formally designated NESD as an enterprise IT service, meaning Navy commands and program offices are directed to consolidate their existing help desks into NESD rather than operate separate ones.

Who operates it

NESD is managed by the Program Executive Office Digital and Enterprise Services (PEO Digital).

Access

The public-facing entry point is nesdnow.navy.mil, which hosts program information and a "Get Help" link into the support portal. The actual ticketing/self-service Digital Workplace (DWP) sits at nesd-dwp.onbmc.mil and requires a CAC (Common Access Card) and CAC reader to log in — this is a normal DoD access control, not a broken link. Users without CAC access to the portal can instead call the NESD support line at 1-833-NESDNOW (1-833-637-3669) or email nesd@nesd-mail.onbmc.mil. The legacy NAVY311 toll-free number, 1-855-628-9311, was the predecessor contact point before the 2024 consolidation and should no longer be used.

How logisticians use it

Navy logisticians and other personnel use NESD as the single starting point for IT and enterprise-system trouble tickets — password resets, account access issues, hardware/software requests, and problems with the Navy business and logistics systems referenced elsewhere in this directory — rather than tracking down which legacy help desk owns a given system.

History & lineage

NAVY311 previously served as the Navy's general-purpose Fleet-assistance line, reachable at 1-855-628-9311 or navy311@navy.mil, handling a broad range of non-technical and administrative requests. As the Navy consolidated IT support under NESD, NAVY311's ticket volume and function were absorbed into NESD, with the transition completed 20 February 2024. Individual command and program-office help desks continue to migrate into NESD on a rolling basis as part of the Department of the Navy's enterprise IT service designation.

Related systems

NESD functions as the support front door for Navy enterprise IT and for many of the Navy business and logistics systems covered elsewhere in this directory; specific system outages or account issues for those tools are typically reported through NESD rather than a system-specific help desk.