Extended waiting times for ID cards due to software misfire Published Aug. 17, 2007 By Ricky L. Farrin Military Personnel Flight KIRTLAND AIR FORCE BASE, New Mexico -- As you're trying to log on to the network you get an error pane saying that your certificates have expired. You take the card out and you can't believe your eyes ... your card expired yesterday. So drive to the MPF and you see the lobby is packed. Unfortunately, the long waiting times for identification cards at the MPF continues to be an irritant to those folks who find themselves in need of a new card. But what is behind those long wait times? The problem behind the long wait times is two-fold. The first gremlin is the Defense Eligibility Enrollment System. A few months ago the entire system was upgraded. There are bugs in the system, some of which cause total system crashes. When this happens, the entire issuing process must be started all over again. In the case of a CAC, the waiting times can be doubled. The DEERS national office is busy working on the system software updates that will be applied in the fall. We've been told these updates will help clear the system problems that we have and, in turn should reduce the wait times. The second factor is the time that is required to issue the CAC. The CAC has become the key to military and civil service life and has many securities attached. The process of creating a CAC can take at least 20 minutes and often is longer depending on response time from the servers issuing the securities. Now, please keep in mind that while the machine is busy preparing your CAC, it puts a freeze on the machine and no other actions can be accomplished. So while it may look like the customer service representatives are just standing by the machine, they are in fact monitoring the progress on the CAC that is still processing through the final stages. The average waiting time in the Customer Service lobby for an identification card whether it is a CAC, dependent card or retiree card can range from 30 minutes to as much as two hours. This is because the cards are issued from the same DEERS verification system. Additionally, we are restricted to only four DEERS computer stations. There are a few things to remember when you come in to the MPF to get your new cards. 1. Unless you're active duty and your promotion just became effective, avoid getting a new card on the first duty day of the month. This is the busiest time of the month due to the large number of active duty personnel getting new CACs on this day. 2. If you are a dependent, you must have your sponsor with you. There are a few exceptions, such as when your sponsor is deployed. If you're not sure what you need, please contact customer service at 846-5431. 3.Waiting times are longest between 11 a.m. and 2 p.m. 4.If you are coming in for a new card, allow enough time. If you have to leave and your name is called, you will have to go to the bottom of the list and start again. We are working hard to reduce the waiting time you experience when getting ID cards and working on some initiatives that we hope will reduce waiting times. In the very near future, you will be able to make appointments online to get your CAC issued. This will be available to all active duty, civil service and contract personnel who have an account on the Kirtland Network. Watch the paper for implementation times. If you have an unpleasant experience at the MPF, contact the MPF commander or superintendent at 846-8979 or by e-mail at 377MSS.DPM@kirtland. af.mil, or ask to speak with them while at the MPF. If you need a PIN number reset or have the CAC account unlocked, CAC reset stations are available at the following locations: Air Force Operational Test and Evaluation Center 8500 Gibson Blvd. Bldg. 20202, Room 170 Phone 846-5642 Space Development and Test Wing 3548 Aberdeen Ave. Bldg. 413 Room 215 Phone 853-5687 or 853-3366 58th Special Operations Wing Bldg. 1020 room 215 Phone 853-5861 or 853-5862 Kirtland Network Control Center Bldg. 20604 Room 202A Call *611 from any base phone Air Force Research Laboratory Corner of Carlisle and Aberdeen Bldg. 412 Room 164 Phone 853-4357 377th Medical Group 1501 San Pedro St. S.E. Bldg. 47 room 3B-114 Phone 846-3531 Air Force Safety Center 9700 G. Ave. S.E. Phone 846-1403 or 846-9510