TSA Publishes Notice Concerning TWIC Cards Issued Without Fingerprint Template Files

On June 18, 2014, the Transportation Security Administration posted information on the TSA TWIC website concerning TWIC cards that were issued without fingerprint template files.  The bulletin is available at http://www.tsa.gov/sites/default/files/publications/pdf/twic/Statement_About_Missing_Fingerprints_on_TWICs.pdf.  From the bulletin:

The Transportation Security Administration (TSA) has identified that there were some

Transportation Worker Identification Credentials (TWICs) recently produced without the

fingerprint template files. Workers holding these cards who need to prove their identity by biometric match will not be able to do so until their card is replaced. TSA will replace

improperly produced cards at no cost to the card holder. Only TWICs produced with expiration dates of “2019MAY22” through, and including, “2019MAY30” are among the impacted cards and may potentially lack the fingerprint file.  Cards with expiration dates before May 22, 2019 or after May 30, 2019 are not affected by this problem. TSA has provided a list of Agency Serial Numbers; cardholders can locate this unique number identifier on the back of their card and determine if their card is affected. TSA reminds the stakeholder community that TWICs issued with missing fingerprint files are authentic, valid cards and should be accepted as such until replaced at the request of the card holder. Affected cards function with TWIC readers except for the capability to biometrically confirm identity.

Obtaining a Replacement Card:

Card holders who were issued a card without the fingerprint file should contact the UES CallCenter at 1-855-DHS-UES1 (855-347-8371) Monday through Friday, 8AM to 10PM Eastern to arrange for a free replacement card. Tell the Customer Service Representative that your card is missing the fingerprint file and provide the card’s ASN. The Representative will assist you in obtaining a replacement card.

TWIC Renewal

Yesterday I began the steps to perform the 5-year renewal of my TWIC. I have the following to report:

Positives:

1. Both TSA HelpDesk personnel that I spoke with were extremely courteous, apologetic about the wait, and seemed to be informed about the process.

2.  I received email notification about the transaction within minutes of its completion.

Negatives:

1.  I was unable to use the website to pre-enroll, as directed by the TSA TWIC FAQs. When I entered my personal information, I was moved onto a screen that informed me that I already have a TWIC and needed to enter a UserID and password. I could not recall whatever it was that I had selected 5 years ago.  I attempted to use both the “forgot UserID” function and the “forgot password” function. Clicking on these links led to a screen in which I was required to enter the answer to two challenge questions. The screen would not accept my answers, although I know they were correct.  I tried mis-spelling combinations and even that was unsuccessful. I also got an error message once as I was moving between screens. There is no moving forward from the challenge question screen so I was stuck. The option to use the website to pre-enroll was now closed to me.

2.  I then called the HelpDesk and experienced a combined wait on hold of one hour.  When an agent came on the line, she advised me that you cannot enroll for a 5-year renewal via the website.  She stated, “We need to help you with that.”  She asked me if I had ever contacted the HelpDesk before. I had, and she pulled up a case number and my card information. She said I would need to remember the case number as she was going to transfer me to another agent for payment and he would need the number.  There was a second lengthy wait and another agent came on the line and to take my ID and payment information.  This agent stated that the only way to renew the card for 5 years was to walk into an enrollment center, but that he could renew my TWIC for 3 years under the EED program. I did opt for the 3 year EED although I disagree with its basic premise because it excludes the background checks. Later I asked the agent for clarification about the procedure for renewing for 5-years and he stated that you can pre-enroll online but it is just as quick to walk into the enrollment center. I told him about the problems I was having with the website.  He was apologetic but stated that the website was a different branch of the program. So I basically got two answers as to whether one can use the website for the 5-year renewal: “yes” and “no”.

3. It appears to me from my experience that you cannot use the HelpDesk for the 5-year renewal, and that the website is experiencing problems so you cannot pre-enroll via the website. This leaves open the question: is possible that TSA is funneling many renewal requests into the EED option? This would greatly speed up and streamline  the renewal process but it defeats the purpose of the card.  We need at least an every-five-year snapshot of the backgrounds of the people who are being granted unescorted access to the secure areas of regulated facilities and vessels.

News on TWIC - Enroll Your Own contact info and Help Desk staffing

We were advised by the Coast Guard that there should be a substantial amount of newly trained people working at the TSA TWIC HelpDesk by next week and that TSA anticipates this will assist with the delays currently being experienced when contacting the HelpDesk.

The following information concerning  establishing mobile enrollment and activation services has been posted on the TSA TWIC FAQ website, http://www.tsa.gov/stakeholders/transportation-worker-identification-credential-twic.

Transportation Worker Identification Credential (TWIC) – Mobile Enrollment and Activation Services

 As the first TWICs approach their expiration date, TSA has been contacted by a number of stakeholders interested in establishing mobile enrollment and activation services at their facilities. TSA understands the flexibility that mobile enrollment and activation services provide, not only for TWIC renewals, but for the recently started Extended Expiration Date (EED) TWIC. TWIC enrollment services will soon transition to a new contractor, MorphoTrust, under a Universal Enrollment Services (UES) contract. The UES contract will include enhanced mobile enrollment services, Enroll Your Own (EYO), and bulk payment arrangements. 

During the transition period from TWIC to UES, the TWIC contractor, Lockheed Martin, will offer mobile enrollment and activation services to companies or entities interested in receiving on-site TWIC services and bulk payment options. Requesting organizations will be responsible for funding the costs associated with a mobile enrollment operation. Please contact Stephen Foster, Lockheed Martin TWIC Operations Manager, at (703)663-5105 or Stephen.l.foster@lmco.com to inquire about mobile enrollment arrangements. 

In addition, TSA is working to provide systematic bulk payment and submission options for those wishing to use the EED option. It is anticipated that this service will be offered in late November of this year. The intent of this service is to allow an organization to complete a bulk payment and submission process for EED TWICs. Lockheed Martin will also offer mobile activation services for those utilizing this option. Requesting organizations will be responsible for funding the costs associated with the mobile activation, although the bulk payment and submission of EED requests will be offered at no cost. 

TSA recommends that companies or entities assess their needs for mobile services and try to schedule them only during periods leading up to a large number of TWIC expirations. By doing so, we will have time to assess EED demand and its impact on TWIC renewals, and develop a clearer picture on the TWIC to UES transition schedule.