The Defense Technical
Information Center Code of Service reflects our intention to make
clear to you, our customers, the level of service you can normally
expect from us. We want you to be completely satisfied with the
service provided. Therefore, we have included points-of-contact for
suggestions, comments and complaints. Our staff will acknowledge
them promptly.
-
Customer
Support
-
Registration
Services
-
Reference
& Retrieval Services
-
Online Systems
-
Document
Input
|
|
Customer Support |
Point of Contact: 1-800-225-3842 (1-800-CAL-DTIC);
help@dtic.mil |
- Customer Support Representatives
(CSR) are available between 0700-1700 Eastern time on all business days.
Voice mail is available at all other times. If an immediate
complete answer cannot be provided, a CSR will respond to
telephone queries within one business day. Users will be notified
if their questions are referred to another source.
|
|
Registration Services |
Point of
Contact: 703-767-8273;
reghelp@dtic.mil |
- 95% of all registration actions will
be processed by close of the day received; the remainder will
be processed on the following business day.
|
|
Reference and Retrieval Services |
Point of
Contact: 703-767-8274, Ext. 3003;
mailto:bcporders@dtic.mil |
- Reference and Retrieval assistance
will be available between 0700-1700 Eastern time on all business
days. The Southwestern Regional Office staff is available until
1615 Mountain time and the Western Regional Office staff is available
until 1730 Pacific time. Voice mail and email will be available
at all other times.
- 98% of all inquiries will be responded
to or action taken within one business day.
- 98% of document orders will be placed
within one business day.
- 98% of database search requests will be
completed and the output product ready to mail within three business
days.
- Document order complaints will not
exceed 1% of the total number of documents shipped.
- 98% of the time Complaints staff will
respond to or take action to resolve complaints, order status
inquiries and other requests within one business day.
|
|
Online System |
Point of Contact:
Toll Free:
1-800-225-3842 (Assist--select 3, option 2);
FAX: Comm (703) 767-8228/DSN 427-8228;
E-mail:
stinet@dtic.mil |
- 95% of Online System inquiries will
be responded to or action taken within one business day.
- 95% of technical questions will be
responded to or action taken within one business day.
- Private STINET will be available
for at least 99% of the service time.
- Public STINET will be available
for at least 99% of the service time.
|
|
Document Input |
Point of Contact:
703-767-8040; tr@dtic.mil |
- The EDMS Average Processing Time
(APT) for new documents input into the Technical Report database
will be 10 business days or less.
|
|
|
• Our
Mission
