QUANTICO, Va. -- Defense Counterintelligence and Security Agency’s (DCSA) continues to experience challenges with the new cybersecurity multi-factor authentication solution for the National Background Investigation Services (NBIS) deployed on May 14. As a result, Agency Help Desk wait times continue to be a problem.    

We understand that this situation is continuing to directly impact mission of our customers and industry partners.    

We have identified two main issues effecting users:  

• NBIS Agency users are experiencing challenges accessing the system when registering certificates.   

• NBIS eApp users attempting to login to complete standard forms are having difficulty navigating the new authentication process.   

As a customer service provider, our immediate goal is to reduce the call queue, wait times, and the email backlog. We surged additional help desk personnel and resources and authorized overtime to support the help desk over the weekend, and this will continue until we reach a steady state. In addition, we are taking the following actions to address ongoing wait times:   

• Continue to contact our customers directly to communicate problems and provide solutions  

• Establish a site focused on specific problems that may be solved in a group setting (additional details and link coming soon)  

• Improve and create new knowledge articles and resource materials for customers  

• Automate email submissions for faster processing   

• Extend eApp login requirements from seven days (before time out) to 14 days, allowing customers more time to resolve problems.  

We will continue to provide additional details as they become available. Users requiring assistance should call or email the DCSA Help Desk at 878-274-1344 and dcsa.ITSupport@mail.mil.  

We appreciate your patience as we work to resolve these issues. 

For additional information about the rollout please see this previous update and video update.