First, I apologize that RIAC has taken so long to respond to and, hopefully, resolve your problem with the NPRD-2011 print capability. We were finally able to locate and fix the specific issue that you noted, and I want to thank you for bringing it to our attention. Yours was the first instance of this problem that was reported to us.

Regarding the web-based RIAC Inquiry Ticket system, we have had a meeting to address how we may better perform in this area and will be instituting the following changes: (1) we have changed the process for monitoring the status of RIAC Ticket Inquiries so that I (as RIAC Operations Manager) will be copied on all incoming/outgoing inquiry traffic to ensure that excessive delays in response time are avoided, (2) we will send automated email reminders to the customer when RIAC requests additional information from that customer before the inquiry can be fully addressed and closed; and (3) we will investigate development of an automated feedback email process for all Closed Tickets to obtain customer confirmation that the RIAC response has properly addressed the initial (or follow-on) inquiries.

Again, I apologize for our delayed response and resolution to your problem. We do value all of our customers, and appreciate your support of RIAC in the past. We will continue to work hard to restore your confidence in dealing with the RIAC in the future.

David Nicholls
RIAC Operations Manager