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Improving (ISC)² Service Levels

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Improving (ISC)² Service Levels

Re: Improving (ISC)² Service Levels

david-shearer
(ISC)² Former Staff

I would like to apologize to everyone experiencing service delays in recent weeks. I am committed – along with the entire senior leadership team and all our staff – to restoring service and response times back to acceptable levels. I know this has been frustrating for some members of the Community, and I appreciate your patience.

 

To help clarify our current situation, let me provide some insight into what has transpired over the last few weeks.

 

On June 30, 2019, we completed our AMF policy transition. While we are happy that more than 92% of our members and associates transitioned to our new AMF structure by deadline, we are working through a backlog of members and associates who wish to be reinstated. While we did not anticipate that the entire membership would transition by deadline, our staff levels and processes to support reinstatement requests were not adequate. We are adding staff as quickly as possible, with 15 new support representatives already on the team, and developers working hard to streamline the process and the time it takes us to reinstate members and associates.  

 

Additionally, finalizing the AMF transition enabled us to complete the last piece of a major, ongoing data migration to our new association management system. While these migrations have been progressing in stages and have been tested over the last several months, we transitioned fully to our new system on July 5, 2019. While most members, associates and candidates are able to interact with (ISC)² as expected, issues have been identified, and they are quickly being addressed by our team. However, this is also understandably causing a rise in call and email volume to our support teams.

 

This call volume – from both members and associates looking to reinstate, as well as members in good standing with issues resulting from the data migration – has negatively impacted our ability to support our membership on a day-to-day basis. I have my staff focused on eliminating the backlog while also looking at our entire association member touch capacity, capabilities, SLAs, etc. I also know that many of you continue to experience issues in other areas such as the CPE portal and delays in endorsement times. I have directed the team to resolve these issues as quickly as possible but in a responsible manner that ensures we deliver the right solution and a long-term fix to the issues you’re experiencing.

 

You have my personal commitment and reassurance that the entire senior leadership team at (ISC)² is aware of these issues and working diligently to solve them. We will regain your confidence. We will be more transparent about issues and resolutions. We will deliver value and service that makes you proud to be a member of (ISC)².

 

Thank you for your membership, all your support and for your continued patience.

 

David Shearer

CEO, (ISC)²

19 Comments