WEBVTT 00:03.210 --> 00:05.409 Hello , everyone . I'm David Catler , 00:05.840 --> 00:07.784 director of DCSA , and I'm here to 00:07.784 --> 00:09.451 address the disruption you've 00:09.451 --> 00:11.673 experienced with accessing the National 00:11.673 --> 00:13.729 Background Investigation Services or 00:13.729 --> 00:15.729 NBAS over the last couple of days . 00:15.949 --> 00:18.060 First , I sincerely apologize for the 00:18.060 --> 00:19.727 frustration and delays you've 00:19.727 --> 00:21.893 experienced in processing clearances . 00:21.893 --> 00:24.116 I know this translates into mission and 00:24.116 --> 00:26.338 business impact for you . We're working 00:26.338 --> 00:28.505 around the clock to get things back to 00:28.505 --> 00:30.727 business as usual . Here's the breaking 00:30.727 --> 00:32.949 news . We've identified what caused the 00:32.949 --> 00:35.060 problem . Now here's the action we've 00:35.060 --> 00:37.227 taken to solve it . Our technical team 00:37.227 --> 00:39.338 implemented a solution this afternoon 00:39.338 --> 00:41.449 to address the credential issue , but 00:41.449 --> 00:43.616 we may still need to resolve cases for 00:43.616 --> 00:45.782 some users . This will reduce the need 00:45.782 --> 00:48.060 to access the help desk for most users . 00:48.060 --> 00:49.893 Also , we are surging additional 00:49.893 --> 00:52.116 support to the help desk team to reduce 00:52.116 --> 00:54.227 wait times , but I do appreciate it's 00:54.227 --> 00:56.116 still taking time for you to feel 00:56.116 --> 00:57.949 relief . Let me take a minute to 00:57.949 --> 00:59.949 explain how this happened . Earlier 00:59.949 --> 01:01.727 this week , we introduced a new 01:01.727 --> 01:03.949 multi-factor authentication solution to 01:03.949 --> 01:06.005 strengthen our cybersecurity posture 01:06.005 --> 01:08.116 for Mbis . We now realize we move too 01:08.116 --> 01:10.171 quickly and without enough notice to 01:10.171 --> 01:12.393 you , the customer , and without enough 01:12.393 --> 01:14.690 testing involving outside users . The 01:14.690 --> 01:16.912 result was that you couldn't access the 01:16.912 --> 01:19.079 system , and in turn that created more 01:19.079 --> 01:21.079 customer assistance demand than our 01:21.079 --> 01:22.968 help desk was able to manage . We 01:22.968 --> 01:25.134 acknowledge that caused a major impact 01:25.134 --> 01:27.357 to operations . Our commitment to you , 01:27.357 --> 01:29.819 the customer is unwavering . We will 01:29.819 --> 01:31.739 learn from this incident . These 01:31.739 --> 01:33.517 lessons will drive our business 01:33.517 --> 01:35.572 operations to make sure this doesn't 01:35.572 --> 01:37.739 happen again , and that we continue to 01:37.739 --> 01:39.919 meet your needs . I commit to you . We 01:39.919 --> 01:42.199 will listen to your concerns , engage 01:42.199 --> 01:44.255 early and often , and keep you fully 01:44.255 --> 01:45.810 informed as we roll out new 01:45.810 --> 01:48.209 capabilities . Your patience and 01:48.209 --> 01:50.431 understanding are not taken for granted 01:50.431 --> 01:52.769 and are greatly appreciated . For those 01:52.769 --> 01:54.769 that want more information , please 01:54.769 --> 01:56.713 visit our website and follow us on 01:56.713 --> 01:58.199 social media . Thank you .