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New Automated Call Center Improves NIH Personnel Security Office Customer Service

In response to an ever-increasing volume of calls coming into its helpdesk, the Division of Personnel Security and Access Control (DPSAC) has implemented a new automated call center system. This system will improve customer service, reduce response times required to get customer questions answered, and help reduce the burden placed on DPSAC customer service staff who were expected to personally answer around 300 phone calls each day.

On Monday, October 7, 2019, DPSAC's new Call Center went live. Basic questions such as hours of operation can now be answered via recorded messages in the system. Individuals will also be directed to a live customer service agent when needed. This allows staff to spend more time with customers who need live assistance.

With the new system, customers who call the DPSAC helpdesk at 301-402-9755 will now get a recording instructing them to respond to one of the following prompts:

  • For Hours of Operation and Information, Press 1
  • For assistance with e-QIP, Press 2
  • For Certificate Renewals, PIV Card PIN Resets and Lost Badges, Press 3
  • For information on Enrollment and Issuance Appointments, Press 4
  • For information on Badge Status, Press 6
  • For all other inquiries, wait on the line for a service agent

According to DPSAC, in the short time the Call Center has been in operation, the data shows the new system is working as designed, with customers able to get answers to their questions quickly, and DPSAC staff able to spend their time more efficiently helping customers.

Personnel Security and Access Control is a service of the Office of Research Services.

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