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Related Information
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Visit the PIC technical support page to access job aids on PIC sub-modules.
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IMS
PIC CoachesIMS-PIC is a complex system that can challenge new and experienced
users. PIH has assembled a team of field personnel called IMS-PIC Coaches to extend
and augment the help desk team at REAC Technical Assistance Center. There are
one or more coaches in every field office. These coaches specialize in helping
IMS-PIC users. They are trained and assisted by the national operations staff.
Their mission is to train users, distribute information to users, answer questions
and to keep a watch for systemic problems.
For most problems, you should
first call your IMS-PIC Coach in the local field office. The current list of IMS-PIC
Coaches can be found at: http://www.hud.gov/offices/pih/systems/pic/sac/pic_coaches.pdf
If
the coach is unable to help you, the next step is to report your problem or issue
to the Technical Assistance Center (TAC). REAC Technical Assistance Center
(TAC) For PIC User support please contact PIH-REAC's
Technical Assistance Center (TAC). Hours of operation are Monday to Friday,
7:00AM to 8:30PM Eastern Standard Time. Contact Details
TAC toll-free
line: (888) 245-4860 TAC Fax Number: (202) 485-0288
TAC Email Addresses: REAC_TAC@hud.gov
(Initial reports) TAC_REPLY@hud.gov
(Followup queries and replies)
Mailing Address: Office of Public and Indian Housing Real Estate
Assessment Center Technical Assistance Center (TAC) 550 12th Street, SW,
Suite 100 Washington, DC 20410 Before calling the TAC please be logged
into your computer, have your PHA code, FYE, and your User ID, and an email address
and phone number. TAC call volume is the heaviest at the start of the day and
the start of the week. Your request will be assigned a ticket number for tracking
and accountability purposes. Always include your ticket number when communicating
with the TAC. When phoning the TACChoose Option 2 to talk
to a technician who can answer REAC webpage, registration, password resets, system
administration, and activation key code inquiries. Choose Option 4
to talk with someone concerning the PIC system modules and error messages. TAC
support neither pre-empts or replaces the relationship you have already established
with your PIC Coach. TAC support is designed to assist in those areas where your
PIC Coach can not give support. TAC support consists of first, second and third
tier assistance. If the first tier cannot assist you, your request is escalated
to the next tier. If necessary, your request may be assigned to a contractor for
assistance. |