Operations Information Center

Calls from OIC (DPS Operations Information Center)

OIC receives calls from DPS employees who are having problems with systems they use.  This will usually be a server or network issue affecting an entire system, not a normal end-user issue (passwords, etc).  OIC will then call our support line to report the problem.  For OIC calls, our job is not to fix the problem or help the user directly.  Our job is to notify a MicroAssist contact and tell them there is a problem.  The caller will tell you they are from OIC.

If you get a call from someone identifying themselves as OIC, do the following:

1.    Verify that the original user who called OIC was using a service supported by MicroAssist (not all are services supported by ECA/ContactWorks):

  • CRS Public/Secure websites
  • “Web Services” (crimerecords.dps.texas.gov) reported by: DFPS, FACT, Consolidated Response, Sex Offender
  • Metals/Precious Metals
  • UCR (Uniform Crime Reporting)
  • NIBRS (National Incident-Based Reporting)
  • *If the OIC caller insists it is a MicroAssist service but not listed, go ahead and continue. We don’t want to accidentally refuse to provide required support because someone said the wrong service name.

2.    Get the following information about the original caller (who called OIC):

  • Name
  • Phone number
  • System (above) with problem

3.    Contact these MicroAssist employees, in the order listed, until you are able to speak to a person. When dialing out, begin dialing with the keycode 943 followed by the area code and 7 digit phone number.  If you don’t get an answer a number, leave a voicemail and then try the next person. State that you are 24-hour phone support and received a call from OIC and provide the information in step 2 above.

Day time (9:00am-5:00pm)

Night time (5:01pm – 8:59am)
1st    MicroAssist  – (512) 794-8440 – ask for any person below. If none are available, continue… 1st    Hiram Kuykendall – (512) 203-1926
2nd   Nate Stout – (512) 350-5218 2nd   Nate Stout – (512) 350-5218
3rd    Robert Paulsen – (512) 947-8010 3rd    Robert Paulsen – (512) 947-8010
4th    Hiram Kuykendall – (512) 203-1926

4.    After speaking to one of the above people (or leaving voicemail messages with each number), ECA/ContactWorks is done and does not need to do anything else.

Important stuff:

  • If you get one of these OIC calls, follow the instructions above immediately.  Do not leave a note for someone else or send an email.  Whoever receives the call from OIC is responsible for calling MicroAssist, and it must be done ASAP.
  • Do not just give the phone numbers above to OIC. It is our job to call multiple numbers trying to reach someone, not theirs.

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