Abstract
The Chemical Facility Anti-Terrorism Standards (CFATS) Help Desk, managed by the Oak Ridge National Laboratory (ORNL), provides user assistance using a multi-tiered structure in support of the U.S. Department of Homeland Security (DHS) CFATS program. The CFATS Help Desk consists of a Call Service Center (CSC), managed by ORNL, and a group of ORNL Subject Matter Experts (SMEs). The CSC, operated by an ORNL subcontractor, resolves front-line issues (called “Tier 1”) or escalates more technical issues (called “Tier 2”) to the ORNL SMEs. Issues resolvable only by DHS (called “Tier 3”) are escalated to DHS. The CFATS Help Desk has captured and reported on usage data since 2007 and has implemented measures to improve user experience. This paper describes how the CFATS Help Desk provides support and how usage statistics are presented.
