Due to an increase in call volume, the Division of Personnel Security and Access Control (DPSAC) has implemented an automated call center system. The automated system was set up to improve customer service, reduce customer response times and help reduce the burden placed on DPSAC customer service staff, who were expected to handle close to 300 phone calls each day.
DPSAC's new Call Center went operational October 8, 2019. Basic information, such as hours of operation are now provided via prerecorded messages in the system. Callers will also be directed to a live customer service agent when needed. The new voice-phone system works to triage extensive call volume, allowing DPSAC Customer Service 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 customer service Hours of Operations and Location 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
In the short time that the Call Center has been in operation, the data show that the new system is working as designed, with DPSAC customers able to get answers to their questions quickly, and DPSAC staff able to spend their time more efficiently helping in-person customers.