An official website of the United States government Here's how you know Cost vs. Price Benchmarking: Which Do You Need. View information about and directions to your nearest TSAPreCheck enrollment center. View a list of required identity and proof of citizenship/immigration eligibility documents. A SPOC service desk is ultimately responsible for ensuring that all tickets are resolved within the service levels that have been established for the organization. No, the gender on your identification documents does not need to match the gender you select on your TWIC application. The IT service desk acts as Single Point of Contact (SPOC) between IT users and an organization's IT department. If approved, most applicants receive their Known Traveler Number (KTN) in 3-5 days, though some applications can take up to 60 days. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. If your program allows for pre-enrollment, you can be fingerprinted the same day, usually within one hour or less after completing the online form. A participating state is one of the 42 states plus the District of Columbia that has elected to have IDEMIA collect HTAP applicant information on behalf of its drivers who choose to apply for an HME security threat assessment. To ensure your privacy is protected, your data is encrypted, stored, and transmitted securely using methods that protect the information from unauthorized retrieval or use. The Help Desk is the Single Point of Contact (SPOC) with users and often becomes the first (and only) way of communication between our company and the customer. TSA: Cargo Certified Cargo Screening Program: ccsp@dhs.gov TSA: Freight and Rail: freightrailsecurity@dhs.gov TSA: General Aviation Secure Hotline 1-866-GA-SECUR (1-866-427-3287) TSA: Highway and Motor Carrier Division: highwaysecurity@dhs.gov TSA: Intermodal Security Training and Exercise Program (I-STEP) i-step@dhs.gov: 571-227-5150: TSA . (adsbygoogle = window.adsbygoogle || []).push({ Individuals may renew up to six months before their expiration date to ensure they continue to see the TSAPreCheck indicator on their boarding pass when traveling within or from the U.S. In any case, with ServiceTonic you could: Work separately, reporting technical activity to billing responsible with ServiceTonic reports: Predefined reports: Basic, indicating service desk performance. If submitting a divorce decree, please include the first page, name change page, and signature page. Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. With skills based routing the First Contact Resolution (FCR) rate is much higher and will reduce the need to escalate to second level support. Please include your full name and a detailed description of your question or problem so our support specialists can better assist your request. Most TWIC customers will be able to renew online without visiting a UES enrollment center. You may make an appointment online using this website or by contacting the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). No change or refunds will be given. An official website of the UnitedStates Government. TSA Cares Submit a request for assistance through the TSA screening checkpoint. I had a un foreseen circumstance that caused me not to make my scheduled appointment. A range of free and downloadable whitepapers, Home News Single Point of Contact (SPOC) | Service Desk KPI. Does your Help Desk structure need help? Before sharing sensitive information, make sure you're on a federal government site. TSA cannot process reduced rate renewals online, at this time. For TSAPreCheck Application Program membership renewal, most members will be able to do so completely online, but some members in certain situations may be directed to renew in person at an enrollment center after filling out the online membership renewal form. TSA Help Desk: HC-ServeU@tsa.dhs.gov Best of luck in the hiring process. Please visit www.fts.tsa.dhs.gov for information on the application process. You may make an appointment online on this website or by contacting the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). The UES Call Center can be reached via phone at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: Two-letter abbreviation of the state that issues the CDL followed by the CDL ID number. Applicants must be U.S. citizens or lawful permanent residents who successfully complete a background check that examines criminal history, lawful presence, and any association with terrorism. Claims Submit a claim for lost/damaged items or personal injury. TWIC applicants who request to receive their TWIC card by mail will receive a phone or email notification that the card has been mailed. Some individuals may need to renew in person, for example, if the fingerprints provided during their initial enrollment were deemed low quality at time of enrollment, or if they have changed their name and have not gone through TSAs data update process. Click here to see if your card was affected. Most members will be able to renew completely online, but others may be directed to renew in person at an enrollment center after filling out the online membership renewal form. Contact the Universal Enrollment Services (UES) Call Center to begin the process at 855-DHS-UES1 (855-347-8371). The EYO stakeholder operates a private enrollment center meaning in which only applicants authorized by the EYO stakeholder can enroll at that location. We pay close attention to a candidate's skill set, experience, and personality to assure an easy, seamless fit for the position. For example, if you present a U.S. birth certificate with your maiden name and a drivers license with your married name, you must also provide a marriage certificate that shows the link between the names on the birth certificate and the drivers license. If you are a member of the TSAPreCheck Application Program, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. You must complete the in-person enrollment process at an enrollment center location servicing the HME program. Members may fill out the Service Status form here or contact customer service at 855-DHS-UES1 (855-347-8371) between 8am - 10pm Eastern, Mon. Your email address will not be published. Complete the optional pre-enrollment process. Please visit the TSA HAZMAT Endorsement Threat Assessment Program website. The Help Desk team is essential to give an excellent . Multi-program services are also available. Members must renew their membership before expiration in order to continue receiving TSAPreCheck on their boarding pass. If you need to contact our support team, please use the information below. Active TWIC card holders are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. A Knowledge Base with every type of issue identified and a solution or an escalation point available. We pay close attention to a candidate's skill set, experience, and personality to assure an easy, seamless fit for the position. Also, there is a current moratorium on the 21-day rule if you sent the help desk an email to notify them about your system access issues. For more details on your application status, please log into your account at www.fts.tsa.dhs.gov. ); Eyeglasses worn on a daily basis may be worn for the photo. A foundational element for IT service management (ITSM), service desks handle the full lifecycle of IT service delivery, from managing service requests to resolving service issues and planning service upgrades. Individuals in this category may still choose to enroll in order to receive the full benefits of TSAPreCheck expedited screening. Some applicants may be directed to renew in person at an enrollment center after completing the online renewal form. img#wpstats{display:none} A Help Desk system to centralize the support of all areas of the health sector. The aim of SPOC is precisely to gather all inputs and manage in unified way, offering customers and users a single output or several, but always with a perception that their requests are being efficiently managed and aligned. Your name has changed, and you have not updated your name with TSA prior to renewing. Help to service and maintenance audio-visual equipment as needed. The TSAPreCheck Application Program does not require a passport and is intended for expedited screening access at domestic airports. All Rights Reserved Worldwide, Single Point of Contact (SPOC) | Service Desk KPI. For wheelchair assistance, please contact your airline. Individuals in this category may still choose to enroll in order to receive the full benefits of TSAPreCheck expedited screening when traveling alone. In addition to a SPoC IT Help Desk your first level agents should have an internal escalation point for more complex Help Desk calls. In all cases, no item or attire may cover or otherwise obscure any part of the face. HAZMAT This might happen, for example, when a technician is returning to their desk after completing a service request, and is snagged by a user who needs support for a particular issue right then and there. Incomplete or false application information. If an applicant has a record of any of the crimes identified in the eligibility requirements, they may choose not to apply, as the application fee is nonrefundable. To expedite the application process, you may complete an optional online TWIC pre-enrollment. Yes. Please reach out directly to your state Drivers Licensing Agency to determine your eligibility for this benefit. Most TSA UES enrollment centers will accept walk-ins for TWIC applicants. Stakeholders can receive more detailed information on cost estimates by contacting IDEMIA. If appointments are not immediately available at the enrollment center of choice, customers are encouraged to schedule an appointment at one of the alternate enrollment centers in the area. They can be scheduled, automatically sending to required receiver via email or kept in the server. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Contact Us. Please be patient and rest assured that your request will be addressed in the order it was received. G. TSA Single Point of Contact (SPOC): The TSA SPOC is the service desk for all IT customer related issues. Fingerprint capture is part of the overall in-person enrollment process for programs such as TWIC, HME and the TSAPreCheck application program. 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