Virginia Business: Read PDF Article
April 28, 2010

Richmond Times-Dispatch: Read PDF Article
April 29, 2010

Martinsville Bulletin: Read PDF Article
April 29, 2010

RICHMOND- Governor Bob McDonnell today announced that Faneuil, Inc., a provider of customer support solutions for government and private sector customers, will invest $2.4 million to establish a customer support center in Martinsville to service its Dominion Virginia Power contract. Faneuil will also supplement with additional contract work. Lieutenant Governor Bill Bolling joined business and government leaders today on the Governor’s behalf to announce the project, which will create 250 new jobs.

Speaking about today’s announcement, Governor McDonnell commented, “Dominion Virginia Power’s decision to locate its customer service center in Martinsville demonstrates its commitment to the Commonwealth. This locality has been hit hard with job losses in recent years and Dominion felt strongly about assisting the community in its recovery efforts. We welcome Faneuil, a Hampton, Virginia-based company, and the 250 new employment opportunities that will help Southern Virginia continue to rebound.”

Lieutenant Governor Bill Bolling said, “Governor McDonnell and I have made clear that our number one priority is getting our economy moving again and creating jobs, and we have placed a high priority on creating jobs in Southern Virginia and other economically distressed regions of our state. Today’s announcement is proof that those efforts can succeed, and we hope it is just the beginning of many such announcements in the months and years to come. Faneuil and Dominion Virginia Power are key corporate citizens in Virginia, and I applaud them and everyone else involved in this process for securing these 250 new jobs the citizens of the region.”

Faneuil, Inc. is a leading outsource provider of multi-channel customer contact services offering solutions with creativity, innovation, and flexibility. As a “boutique” call center provider, the company refines its operations to closely fit the culture of their clients. Faneuil currently has more than 2,800 employees and is responsible for millions of customer transactions each day. Clients include the Virginia Department of Transportation E-ZPass operations, the Metropolitan Washington Airports Authority, Florida’s Agency for Workforce Innovation, Miami Dade Expressway and Florida’s Turnpike Enterprise for whom Faneuil operates the SunPass® Electronic Toll Collection Program and the Revenue Collection Services Program.

Dominion (NYSE:D) is one of the nation’s largest producers and transporters of energy, with a portfolio of more than 27,500 megawatts of generation. Dominion operates the nation’s largest natural gas storage system and serves retail energy customers in 12 states.

Faneuil CEO, Anna Van Buren said, “The entire Faneuil team is very excited to expand our presence in Virginia by partnering with Dominion Virginia Power. The combination of an available regional workforce, outstanding training support, and the commitment of the leadership in Martinsville will provide Faneuil with the tools to successfully expand our business while creating employment opportunities in the area. We look forward to joining the community as a long-term corporate citizen in Martinsville.”

“Virginia’s regulatory and business climate allows Dominion to make this kind of significant investment,” said Thomas F. Farrell II, Chairman, President, & CEO of Dominion. “Our new customer care welcome center will add value for our customers. We are extremely pleased about helping create jobs in Martinsville.”

The Virginia Economic Development Partnership worked with the Martinsville-Henry County Economic Development Corporation to secure the project for Virginia. The Virginia Tobacco Indemnification and Community Revitalization Commission approved $590,000 in Tobacco Region Opportunity Funds for the project. The Virginia Department of Business Assistance will provide training assistance through the Virginia Jobs Investment Program. The company is also eligible to receive a Major Business Facility Job Tax Credit as well as state benefits from the Virginia Enterprise Zone Program, administered by the Virginia Department of Housing and Community Development.

Mayor of Martinsville, Kathy Lawson said, “This is a great day for the city of Martinsville. Over the past decade we have seen monumental losses in the job market. Today we have a new beginning for our community, giving hope and faith that things are about to change. We look forward to a long relationship with Faneuil and welcome them as our new neighbor.”

“I am confident that Faneuil and Dominion will be great corporate partners in this significant endeavor,” said Senator Roscoe Reynolds, a Commissioner of The Virginia Tobacco Indemnification and Community Revitalization Commission. “I am glad that the Tobacco Commission was able to play a role in ensuring that this customer support center located in Martinsville, and look forward to the positive results that will benefit Southern Virginia.”


About the Virginia Economic Development Partnership
The Virginia Economic Development Partnership (VEDP), a marketing organization, was created by the Virginia General Assembly in 1995 to encourage, stimulate, and support the development and expansion of the economy of the Commonwealth. The Partnership is a state authority, which is governed by a 22-member Board of Directors appointed by the Governor and the Virginia General Assembly. To accomplish its objectives of promoting economic expansion within the Commonwealth, the Partnership focuses its efforts on business recruitment, expansion and international trade. VEDP has offices in Virginia, Belgium, Hong Kong, Mexico and Japan.
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Innovation and improvement in the efficiency and quality of services for the electronic toll collection process is a stated goal of VDOT and a core competency of Faneuil,Inc. It is anticipated that Virginia toll facility customers will experience continuous improvement in service and revenue collection in the years ahead.

“We appreciate VDOT’s confidence in our company and look forward to furthering our strong partnership with the Commonwealth of Virginia to help deliver outstanding customer service to its citizens,” said Faneuil, Inc. President and CEO Anna Van Buren McNider. “As a Virginia-headquartered company, we look forward to driving toll road customer service to new levels of convenience and efficiency.”

Faneuil, Inc. is a diverse international organization, with multi-channel contact centers serving numerous industries in cities throughout the United States and Canada. Faneuil currently has more than 2,800 employees and is responsible for millions of customer transactions each day.  Clients include the Miami Dade Expressway and Florida’s Turnpike Enterprise for whom Faneuil operates the SunPass® Electronic Toll Collection Program and the Revenue Collection Services Program.

About MDX

MDX is a state sanctioned, locally administered, public agency created in 1994 by the State of Florida and the Board of County Commissioners of Miami-Dade County. MDX is governed by its Board, comprised of 13 volunteer members appointed by the Board of County Commissioners and the Governor of the State of Florida.  MDX oversees, operates and maintains five expressways: State Road 836 (Dolphin Expressway), State Road 112 (Airport Expressway), State Road 874 (Don Shula Expressway), State Road 878 (Snapper Creek Expressway), and State Road 924 (Gratigny Parkway).  MDX is funded almost entirely by toll revenue and is dedicated to moving Miami-Dade County forward. For more information on MDX visit the website at www.mdxway.com. About Faneuil, Inc.:  Faneuil is a leading contact center, violations processing center and operations service provider with over 15 years of experience.  Faneuil presently operates multiple contact and fulfillment center locations ranging from 20 employees to over 300 employees per site.  Faneuil also provides over 1900 Revenue Collection personnel in over 80 locations throughout the state of Florida.  Faneuil’s mission is, “to use our collective experience from numerous industries to help create innovative solutions for our clients.  Our use of proven mature business practices drive unsurpassed quality, efficiency, and customer satisfaction in multi-channel environments handling customer calls, email, fax, web chat, violations processing and general correspondence.  Faneuil aims to form true partnerships with our clients and mold seamlessly into their operation and culture.  Our goal is to deliver a perfect balance of customer service and operational efficiency.”   Faneuil is proud to have contributed to Florida’s Turnpike Enterprise’s SunPass® program being recognized and awarded for Contact Center Excellence by JD Power & Associates in 2007 and 2008.

Tallahassee – Agency for Workforce Innovation Interim Director Cynthia Lorenzo and Faneuil, Inc. President Anna McNider today released the following joint statement on the awarding of a state contract that will provide additional customer service to Florida’s unemployment compensation customers.

“At the Agency for Workforce Innovation, we are committed to meeting the increased demand for unemployment compensation services and will continue to operate our Agency’s core call center operations. We are pleased to be moving forward to establish a Florida-based overflow call center that is expected to handle up to 10,000 calls each day,” said Interim Director Lorenzo. “Faneuil’s commitment to this mission, established reputation for exceptional customer service and enthusiastic efforts to expedite our project make the company an ideal partner to help us enhance our services to better serve the people of Florida.”

“We appreciate AWI’s confidence in our company and look forward to furthering our strong partnership with the State of Florida to help deliver outstanding customer service to its citizens,” said Faneuil, Inc. President Anna McNider. “As an employer with a large Florida-based workforce, we understand that the downturn in the economy has been particularly difficult for many Floridians and we are eager to help AWI launch additional services to quickly provide much-needed assistance to those affected by this crisis.”

The new call center operated by Faneuil, Inc. will be located in Orlando, Florida. Faneuil, Inc. anticipates the hiring of approximately 180 full-time employees and additional support staff for the project. The company currently employs 2,400 people at its 12 offices in Florida.

For more information about the Florida Agency for Workforce Innovation, please visit www.floridajobs.org.