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Contact Us
Division of Personnel Security and Access Control (DPSAC),
Office of Research Services
Personnel Security
Helpdesk: 301-402-9755
e-QIP: 301-402-9735
Appointment Line: 301-496-0051
E-mail: orspersonnelsecurity@
mail.nih.gov
Access Control
Helpdesk: 301-451-4766
E-mail: facilityaccesscontrol@
mail.nih.gov
 
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 DPSAC Customers Give DPSAC Early High Marks Via 'HappyOrNot' Interactive Kiosks
A month after being activated, the 'HappyOrNot' interactive kiosks installed at DPSAC's Building 31 enrollment and badging offices to monitor customer satisfaction have yielded their first complete month of data, and early indications are that DPSAC customers are (mostly) happy.The March 4, 2015 issue of DPSAC News reported that DPSAC had installed these eye-catching displays to quickly gather and record feedback from customers as they exited the enrollment and badge issuance stations. The system, which is totally wireless, produces automated and quick-to-read reports, providing to-the-hour information and analytical data.
The customer(s) are asked to respond to a single question posted on the kiosk -- "How was your experience through Enrollment" or "... through Badge Issuance? -- by pushing one of four buttons with 'emojis' representing (1) a 'happy' experience; (2), a 'somewhat happy' experience; (3) a somewhat 'unhappy' experience; and (4), an 'unhappy' experience.
Figure 1 below shows results from the month of March 2015. Out of a total of 1008 individuals who gave responses at the Enrollment and Badging kiosks, 907 (89%) reported having a very positive 'happy' experience, and an additional 86 (9%) reported a 'somewhat happy' experience. While the overwhelming majority of all respondents (over 98%) indicated they were happy with the service they received, there were still 15 people (less than 2%) who were not.
According to Richie Taffet, Program Manager of the HSPD-12 Program Office, "Although the kiosks aren't able to identify specific problems, these early results are very encouraging."
The fact that we can view 'to-the-hour' reports gives us instant feedback and an excellent snapshot of the quality of service we're providing. With this information at our fingertips, we are able to make corrections quickly if problems become apparent," he added.
Taffet pointed out that DPSAC recently initiated another customer service tool -- a short Customer Service Survey -- that allows individuals to describe in detail their experience with DPSAC."
DPSAC offers this survey at the end of every e-mail communication with its customers. Recipients see the following message:
How are we doing? DPSAC wants to hear from our customers.
Share your experience in a short Customer Service Survey: http://go.usa.gov/pv6j
A link to the survey is also posted under the 'What's New' section of the DPSAC website: http://www.idbadge.nih.gov.
"We anticipate that the interactive kiosks and the more detailed customer surveys DPSAC offers will provide valuable feedback and allow us to quickly address issues as they are uncovered," said Taffet. "Our goal is to offer great service to our customers every day," he concluded.
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"W" Added to Employee PIV Cards to Indicate a White Stripe
PIV Cards for NIH Full Time Equivalent (FTE) employees will now be printed with a "W" to designate a 'white stripe.'
This decal is intended to help the visually impaired distinguish between FTE PIV Card holders (whose names and a "W" are printed across a white 'stripe'), from Contractor or Affiliate PIV Card holders (whose names and a "G" are printed across a green stripe) and short term staff (under 180 days), summer students and foreign nationals (whose names and an O are printed across an orange stripe on the RLA badges).
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Summer Student Class of '15 to Get
DPSAC will be issuing the new Restricted Local Access (RLA) badge for physical and logical access to all summer students this year.
The RLA Badge requires the normal two appointments. During the first appointment the student will be identity proofed, fingerprinted and photographed; at the second appointment, the student will be issued his or her RLA Badge. Issuance is subject to DPSAC's successful review of the fingerprint-check results.
Any issues identified through the fingerprint check (i.e., issues that might impact the suitability of the summer student to do the proposed work at NIH), must be reviewed by the Personnel Security Office in DPSAC and the respective IC prior to issuance of an RLA Badge.
DPSAC Adds Badging Stations
DPSAC will temporarily expand enrollment and badging capabilities in the south lobby of the Clinical Center to ensure that the badging experience for these new arrivals is easy, quick and uneventful.
Helpful tip: DPSAC is encouraging ICs to advise their incoming students to make their enrollment and badging appointments as soon as they are able to do so to avoid a possible badging 'crunch.' The sooner a student can get on the DPSAC appointment calendar, the more likely he or she will find a convenient time and avoid any delay in the ID badging process.
The RLA Badge Lifecycle
An RLA Badge will be valid for the duration of the summer student's appointment, but will expire no later than September 30 of the year it is issued. The badge will provide perimeter physical access to NIH. Summer students must remain under escort in restricted areas.
Badges should be collected and returned to the appropriate badge issuance office when the summer student leaves.
To learn more about summer student badging policies and procedures at NIH, including the badging of summer students at remote locations and the processing of foreign summer students, click on: http://www.ors.od.nih.gov/ser/dpsac/badge/Pages/students.aspx.
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Two New Categories Added to "NED Badge Status' Reports
When an AO uses 'Track Badge Status' in NED, s/he will see two new possible status categories: "Waiting for DPSAC to authorize ID badge issuance" & "DPSAC authorized ID Badge issuance."
These categories were added to NED's Badge Activation reports to reflect new federal requirements for issuing PIV Cards.
Prior to October 2014, DPSAC was required only to receive a completed e-QIP from the applicant and obtain a clean fingerprint report on the applicant from OPM before issuing a PIV Card. The new requirement mandates that the agency (DPSAC) review the e-QIP submission and related forms for accuracy and completeness and then release the reviewed background investigation package to OPM. The steps in authorizing an HHS ID BadgeAfter an applicant is enrolled, NED's Badge Activation status screen will show "Waiting for DPSAC to authorize ID Badge Issuance."
Once DPSAC has reviewed all of the documents from the applicant for accuracy, and has determined that there are no gaps or obvious errors, DPSAC will release the materials to OPM. The action of releasing the reviewed documents to OPM triggers a new status message in NED, " DPSAC Authorized ID Badge Issuance." Once authorization has been confirmed, the applicant will automatically receive an e-mail advising him or her to schedule an appointment. If DPSAC is unable to release these materials due to missing or inaccurate information, the applicant can expect a delay in receiving his or her badge.
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NED Training Schedule for 2nd Half of FY 2015
Whether you are new to NED or an advanced NED user who needs to hone your NED skills, the HSPD-12 Program Office has a training program for you. These classes are designed to help beginners and advanced users quickly master NED in a hands-on computer lab environment. All classes are FREE!
How to Enroll
The NED courses are posted on the CIT Training site where visitors can view availability for any class and receive a confirmation immediately after registering. The catalog of NED classes is posted at: http://training.cit.nih.gov/coursecatalog.aspx under "General Seminars."
When you see a course you want to take, just click on the course name (listed in the right column of the table). You will be taken to the HHS Learning Management System (LMS) where you can register for the course online.
To log on to the HHS Learning Management System, you can use either your PIV card and PIN or your NIH credentials. If you experience any difficulties accessing the LMS, please contact the CIT Training Program at 301-594-6248 or send an e-mail to: [email protected].
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Helpful Tips
ICs that want to add Lifecycle Work Station (LWS) operators to the approved roster -- send a written request to Richie Taffet at: [email protected]. Your request should include:
- the new operator's name
- his/her IC
- his/her NED number
- the operator's e-mail address, building/room and phone number
Once Mr. Taffet has approved the request, he will forward the name(s) to [email protected] to complete the approval process, add the name(s) to the LWS operator roster, and inform the IC that the individual is now approved to operate the LWS.
Need to make changes to the LWS operator directories? -- drop an e-mail to Lanny Newman, [email protected], and let him know what needs changing (e.g., adding new operators or LWS locations, removing operators, etc.). Remember, before a new operator can be added to the LWS directory, s/he must first be approved by Richie Taffet (see preceding Helpful Tip).
If an LWS is not available in your IC or your immediate area, and you work in the greater Bethesda or Rockville area -- please call 301-451-4766 or 301-402-9755 to schedule an appointment with the Division of Personnel Security and Access Control located in Building 31, Room B1A26 or in Building 10, South Lobby, Room 1C52.
If you work outside the Bethesda/Rockville area, contact your local badge issuance office. You can find contact information for all badge issuance offices at: http://www.ors.od.nih.gov/ser/dpsac/Pages/contactinfo.aspx.
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News Briefs
Two Additional States Granted Extensions to Become Real ID Act Compliant
DPSAC News reported February 18 that provisions in the REAL ID Act of 2005 will become effective October 10, 2015 for all federal agencies, including the National Institutes of Health.
These provisions require agencies to only accept state-issued driver's licenses or identification cards for access to federal facilities if they are issued by states that are REAL ID compliant or have an extension.
As of March 30, 2015, two states previously identified as non compliant with the REAL ID Act - Idaho and Maine - were granted an extension until October 10, 2015 (subject to renewal), leaving only six states and one territory non-compliant (see Table A).
Table A - Non-compliant States/Territories
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American Samoa
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Minnesota
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Oklahoma
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Arizona
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New York+
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Louisiana
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New Hampshire**
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+ Federal officials may continue to accept Enhanced Driver's Licenses from these states.
** Has an expired extension and became subject to enforcement beginning January 19, 2015
Click on the link Real ID Flyer to view the updated map of the US and territories showing these changes. For those states of residence marked in blue, individuals will need to present an acceptable form of ID other than a driver's license or state issued identification card to access a federal facility.
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FAQsQ. Can you confirm for me that a badge will NOT be deactivated if the individual is changing from a Contractor to an FTE?
A. You are correct. A classification change to FTE does NOT cause the badge to be revoked. It just starts a new badge request for an FTE badge (i.e., to a PIV Card with a white stripe). However, a change from an FTE to another classification will ALWAYS revoke the badge. This includes a change from an FTE to contractor (i.e., to a PIV card with a green stripe) or from an FTE to an RLA badge (to an ID Badge with an orange stripe).
Note: There is a notice that goes out to the AO that the ID badge will be revoked immediately when the classification is changed from FTE to anything else. When FTEs are issued a new RLA badge, the individual's current ID will be immediately deactivated when his/her AO requests a new ID badge in NED. NED will alert the badge holder and the AO by e-mail in advance so that they may coordinate their badging efforts.
The individual is advised to schedule his or her badge enrollment and issuance appointments immediately after their AO approves the badge request in NED to ensure that access privileges to the NIH campus and network systems continue uninterrupted.
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A biweekly e-newsletter from the Office of Research Services, Division of Personnel Security and Access Control (ORS/DPSAC) to keep you informed as NIH rolls out "Homeland Security Presidential Directive 12" (HSPD-12) establishing a common identification standard to better safeguard NIH and its workforce.
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