Pharmacy Customer CaRE Center
VA Medical Center Waco
SIZE: 55,000 sf
TYPE: Historic Building Renovation
EST. COMPLETION DATE: 2011
PROJECT DESCRIPTION: Located on the Waco VA Medical Center historical campus in Building 90, this designated historical building will be housing the new VA Waco Health Resource Center (HRC) Pharmacy Call Center. The Pharmacy Customer Care Call Center in Waco will have approximately 400 call center employees and 100 administrative staff members when completed. Ultimately, the facility will operate 3 shifts 24/7 to best serve our veterans for all time zones served.
The basement was recently renovated (HRC Pharmacy Call Center, Phase 1) and is occupied. The basement contains about 100 employees that may relocate to the upper floors when phase 2 is complete. The current call center operates only one shift. The basement call center will remain occupied and active during the construction of phase 2.
Building 90 contains three floors totaling 57,139 gsf within a nationally registered historical 1940’s era building. The phase 2 scope completely renovated the top two floors to house up to 300 call center employees in open office call center areas and support offices, the building’s data center, a training room, conference rooms, IT labs, monitoring rooms, completely replaced all electrical service, mechanical equipment for the renovated spaces and related support spaces. The exterior site development includes a completely renovated entry plaza, a new generator and generator building enclosure, 386 new parking spaces, associated landscaping and a new campus loop IT fiber concrete incased duct-bank connecting building 90 to the campus IT d-mark in building 4.
Due to the need for the call center to be operational as soon as possible, the design and bid documents were completed on a fast track schedule of only 6 weeks. The VA, VISN and HRC staff were and are a shining light of how efficient an agency