Customer Information Bulletin

Date: Wednesday, March 9, 2022

To: IBC Customers

Subject: Update on Customer Support Calls to the CSC

The Interior Business Center is committed to providing the highest quality support services to meet the needs of our customer agencies. Thus, we recognize the importance of timely customer service.

We want to inform you that we have thoroughly investigated reports of customers experiencing problems when calling in to the DOI Customer Support Center (CSC). As a result, the CSC has reported some phone system issues to the vendor for resolution.

The CSC also indicated that some of the problems reported might be related to a feature built into the Microsoft Teams phone software. MS Teams phone software drops calls that are on hold for more than 45 minutes. This situation might occur during tax season or other large scale operational events that significantly increase the volume of customer support calls. To avoid the issue during high volume periods, we recommended that customers contact the CSC via email. Please see below the specific CSC email boxes for the respective IBC services:

Financial Systems:

• FinancialServices_Helpdesk@ios.doi.gov (Oracle Federal Financials, CLM, and PRISM)

Travel Systems:

• Etravel_Helpdesk@ios.doi.gov (ConcurGov and eTravel)
• Travel_Helpdesk@ios.doi.gov (DOI ConcurGov Travel)

HR Systems:

• Quicktime_Helpdesk@ios.doi.gov (Quicktime Questions and Quicktime Password resets)
• Payroll_Helpdesk@ios.doi.gov (Duplicate Copies of your W-2 or Leave and Earnings Statement)
• FPPS_Helpdesk@ios.doi.gov (FPPS, WTTS, EODS, webTA and OBIEE)
• performance_doitalent@ios.doi.gov (Performance Management in DOI Talent)
• learning_doitalent@ios.doi.gov (DOI Talent Learning Management)
• fedtalent@ios.doi.gov (FedTalent)

Please refer to the CSC’s website for the most current contact information.

Thank you for being a valued customer of IBC and for allowing us the privilege to serve as your trusted partner.