ORNL Customer Service: Expert Guide for Users, Partners, and Visitors

Overview and purpose

Oak Ridge National Laboratory (ORNL) is a U.S. Department of Energy national laboratory with roots in the Manhattan Project (established 1943). Today ORNL employs several thousand staff across science, engineering and operations, and operates major national user facilities that support academic, industrial and government customers worldwide. ORNL’s customer service mission is to translate world-class research infrastructure into reliable, accessible capabilities for external users while ensuring safety, security and compliance with DOE policies.

Customer service at ORNL is not a single desk but an organized set of functions: user- and facility-specific user offices, procurement and contracting, visitor management and logistics, public affairs and media relations, and dedicated safety and training teams. Each function uses defined processes, metrics and points-of-contact to manage throughput — from initial inquiries to sample shipping, experiment execution and invoicing.

Core customer service areas and responsibilities

Research user support is centralized through facility user offices (for example, the Spallation Neutron Source user office and the Oak Ridge Leadership Computing Facility user services). These offices handle proposal intake, beam/dedicated-machine time scheduling, sample and data logistics, and post-experiment reporting. For non-proprietary (peer-reviewed) science, DOE user facilities generally provide access at no charge; proprietary work is handled under cost-recovery arrangements and written agreements.

Procurement, contracting and export-control teams support industrial collaborators and partners. They administer master agreements, statement-of-work development, invoicing, purchasing card and purchase-order processing, and compliance with federal acquisition and export regulations. Visitor services and site security manage badging, escorted or unescorted access, foreign national reviews, and on-site safety briefings; many visits require advance registration and approval.

How to engage ORNL effectively (step-by-step)

• Identify the right facility or office: visit https://www.ornl.gov and the specific facility pages (e.g., https://neutrons.ornl.gov for SNS/HFIR or https://www.olcf.ornl.gov for computing) to match capabilities to your needs.
• Prepare a scope and timeline: for academic users submit a short scientific proposal or instrument request; industry should prepare a technical statement of work and desired IP/rights framework. Expect initial scheduling lead time: routine non-proprietary experiments can often be scheduled within 4–12 weeks; complex multi-instrument or proprietary programs commonly require 3–6 months for contracting and safety approvals.
• Coordinate safety, training and logistics early: most facilities require facility-specific safety training and site badging. Plan for sample shipment approvals, hazardous-material declarations, and any necessary material transfer agreements at least 2–4 weeks before shipment.
• Engage procurement and project administration: for paid work, establish contracting vehicles (e.g., purchase order, CRADA, or sponsored-research agreement). Payment terms and invoicing are handled by ORNL’s finance organization; contact details are provided on the ORNL Contact page.

Following these steps reduces surprises at check-in and increases the chance of on-time experiment execution. Do not assume walk-in access: nearly all experimental activities at ORNL must be scheduled and approved in advance for safety, security and resource allocation reasons.

Key user facilities and quick-reference facts

• Spallation Neutron Source (SNS): A pulsed neutron source used for materials and structural science. SNS operates at megawatt-class power (design-class operation around 1.4 MW) and supports thousands of users annually. Access is through peer-reviewed proposals for non-proprietary work; proprietary projects use fee-based access.
• High Flux Isotope Reactor (HFIR): A high-flux research reactor used for isotope production, materials irradiation and neutron scattering. HFIR operates at high thermal power (85 MW) and is a major source of medical and research isotopes.
• Oak Ridge Leadership Computing Facility (OLCF): Home to leadership-class supercomputers (e.g., Frontier, the first U.S. exascale system deployed in 2022 with peak performance above 1 exaFLOPS). OLCF provides allocation programs (peer-reviewed) and partner allocations for industry.
• Center for Nanophase Materials Sciences (CNMS): A nanoscale user facility offering instrument suites and staff support for synthesis, microscopy and theory—supporting both short-term access and long-term collaborations.

Each user facility publishes instrument lists, scheduling calendars and safety requirements on its ORNL web pages. For pricing and proprietary-access rates, consult the specific facility user office: non-proprietary peer-reviewed science is usually no-cost, while proprietary activity is billed at defined hourly or project-based rates (rates vary by instrument complexity and resource intensity).

Contact, visitor logistics and practical details

Primary authoritative contact information is maintained on ORNL’s official contact page: https://www.ornl.gov/contact. That page lists facility-specific user offices, media and public affairs, procurement and finance contacts, and directions for visiting the site. The ORNL main campus is located in Oak Ridge, Tennessee (Bethel Valley area); the commonly listed physical address for directions is 1 Bethel Valley Road, Oak Ridge, TN 37830, and the main website is www.ornl.gov.

Visitor access: expect to provide government-issued photo identification and to complete required safety briefings. For foreign national visitors, ORNL conducts reviews per DOE requirements — early submission of passport and affiliation details accelerates clearance. Shipments of samples that are hazardous, radioactive or regulated must be declared and coordinated with facility shipping offices well in advance; improper shipment can delay experiments and trigger return logistics.

Best practices to maximize customer-service outcomes

Plan, document and communicate. Provide a clear scope-of-work, safety data sheets for samples, and a realistic timeline. Use the facility point-of-contact (POC) listed on the ORNL web pages; POCs can provide precise lead times, training requirements and cost estimates. For first-time users, request a pre-visit teleconference to review logistics and safety expectations.

Budget for contingency. Complex experiments often need spare time for setup, alignment and safety checks. If your work is proprietary, obtain written estimates and contracting timelines early; cost-recovery rates can range broadly depending on instrument and facility staff involvement. For current, authoritative contact numbers, fee schedules and submission portals, always refer to the ORNL site: https://www.ornl.gov/contact and the specific facility pages linked from the home page.

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An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Juneteenth, celebrated on June 19th, commemorates the day in 1865 when enslaved people in Texas learned of their freedom, nearly two and a half years after the Emancipation Proclamation. It marks the end of slavery in the United States and is a holiday for reflecting on African American heritage and the ongoing struggle for equality. The holiday was recognized as a federal holiday by the U.S. Congress in 2021.
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AI responses may include mistakes. Learn moreWhat Is Juneteenth? | HISTORYJuneteenth and Slavery in TexasMany enslavers from outside the Lone Star State had moved there, as they viewed it as a safe h…History.comJuneteenth – Wikipedia Celebrations and traditions * Early celebrations consisted of baseball, fishing, and rodeos. African Americans were often prohibi…Wikipedia, the free encyclopedia(function(){
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