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January 10, 2019
Please be advised that during the Government shutdown, the National Finance Center’s (NFC) Contact Center (NCC) is operating on an abbreviated schedule, with reduced staff. The hours of operation are from 6:30 a.m. to 3:00 p.m. Central Time, Monday through Friday.
This notice is an update to the customer notice sent January 3, 2019, related to EPP password resets. In the notice, we advised our operations team would be able to handle EPP password resets for exempt and excepted employees with access to their Government email address. This is ongoing and will continue. Based on the length of this extended furlough, a large number of customer requests are coming in from furloughed employees without access to their Government email addresses. As such, beginning Wednesday, January 9, 2019, the NCC will modify its normal EPP password reset process to be able to provide assistance with EPP password resets for employees who have a Government and non-Government email address previously stored in their EPP account.
Employees who already have their non-Government email address stored, but are unable to generate their own EPP password reset (i.e., did not store security questions or forgot the answers) can contact the NFC Contact Center via telephone at 1-855-632-4468. NFC will process the password reset and send the system generated password reset email to the non-Government email stored in the profile.
Employees who do not have their non-Government email address stored in their EPP may contact their Agency Human Resources (HR) point of contact to request assistance and verification. Those HR points of contact may then contact the NFC Contact Center via telephone at 1-855-632-4468 or via Service Now at https://nfcerp.service-now.com/ess to request a password reset for an employee and provide an email address not currently stored in the employee’s EPP account.
Employees who do not have their non-Government email address stored in their EPP profile, who may be unable to reach their Agency HR points of contact during the furlough, may contact the NFC Contact Center via telephone at 1-855-632-4468 to request an EPP password reset. In order for NFC to validate identity, the employee must validate the following personal information in order to receive a password reset. If the employee can successfully verify all of the information requested below, NFC will send the password reset email to the email address provided by the employee.
- EPP User ID
- Government email address
- Last net pay amount
NFC will track all password resets during the furlough. NFC will force a mandatory reset of all passwords reset during the furlough at the conclusion of the Government shutdown systematically.
These new options are temporary and will be utilized for the duration of the furlough. The password reset procedure will revert back to current processes at the conclusion of the Government shutdown.
Authorized Agency Representatives with questions concerning this notification should contact the NCC via phone at 1-855-NFC-4GOV (1-855-632-4468) or via ServiceNow at https://nfcerp.service-now.com/ess. While extended wait times are anticipated in NCC, requests via ServiceNow will be accepted immediately. Please note: NFC no longer accepts Agency inquiries via the NCC Contact Center email box. Agencies experiencing critical/escalated items during the furlough are encouraged to submit these issues to client.management@nfc.usda.gov to ensure these items are responded to immediately.
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