Feedback and Complaints

SHOUT OUT

Thank you for your Feedback and Complaint. Artefaktum encourages you to help us providing the best customer experience and let us know what went really good, or really wrong during our assignment for you. Below you will find anything you need to know about our feedback and complaint procedures and policies. We encourage feedback – both positive and negative – on our policies, procedures, services and performance. We welcome your views on your experience of dealing with us or your opinion on any aspect of our service.

Your are important for us

We want to know when our service falls short of what you expect so that we can put things right, make improvements and learn from the experience.

Handling complaints is an important part of the service that we provide. We aim to provide the highest standards of service and to get things right. If you would like to provide feedback or make a complaint on any aspect of our service, we would like to hear from you.

Please read our below Feedback and Complaints Policy Guidance. This provides detailed information about our feedback and complaints system. It explains how you can provide us with feedback on our services, both negative and positive or complain if you are dissatisfied with the service that we have provided.

If you have a complaint about the service you have received, or not received from the police , or other government departments, you should contact them directly.

What we consider as complaint

We consider a complaint to be an expression of dissatisfaction about any aspect of our service by a member of THE ARTEFAKTUM TEAM or OUR representatives who haVE been directly involved, relating to the way in which we have conducted ourselves or dealt with your case or project.

WHO CAN COMPLAIN

A complaint can be made by you or on your behalf by someone you have nominated such as:

A family member or friend
A support group
A solicitor or other professional

If you nominate someone to complain on your behalf, you will need to give permission in writing for the person to act for you.

LIMITATION OF TIME TO COMPLAIN

ARTEFAKTUM will only consider complaints received within six months of the matter complained of. Complaints received outside this period will only be considered in exceptional circumstances, for instance if you became aware of the matter complained about more than six months after it occurred.

HOW TO COMPLAIN

There are several ways to complain:

Via our website
You can make a complaint through our website, either as the person to whom the events happened or on behalf of someone else. This is the most efficient method for submitting your complaint.

By telephone
If you want to complain, you are encouraged to first speak to your case manager or the member of staff involved. They will try to resolve the matter immediately. Telephone numbers are available on our website.

By email
Use the following Email address

By post
You can a make a complaint in writing. Postal addresses for all local offices are available on our website.

THE COMPLAINTS PROCESS

If you want to complain, the first thing to do is to contact your case manager or the member of staff involved. They will try to resolve the matter immediately. If you remain dissatisfied, you may wish to make a formal complaint by writing to us.

Stage One

Complaints at Stage One will be formally recorded and managed by the case manager where the complaint originated. They will look into your complaint and reply within 20 working days. Where it is not possible to complete the investigation, and provide a response within that timeframe, we will write to you stating the date by which we hope to reply.

Stage Two

If you remain dissatisfied with the response received at Stage One you may escalate your complaint. This must be done within one month of our reply. Please provide details of why you remain dissatisfied. A more senior manager will review your complaint and provide a response within 20 working days. Where it is not possible to complete the investigation and provide a response within that timeframe, we will write to you providing the date by which we hope to reply.

This will be the end of the process for complaints relating to legal or financial ISSUEs.

Stage Three

If your complaint refers to the way in which we have conducted ourselves (a service complaint), and you remain dissatisfied following Stages One and Two, you can refer your complaint to the BOARD of directors for review. This must be done within one month of the Stage Two reply. The BOARD is responsible for reviewing complaints from clients in relation to the quality of the service provided by the company and our adherence to our published complaints procedure.

DOWNLOAD THE FEEDBACK AND COMPLAINT FORM

>>> FEEDBACK AND COMPLAINT FORM (PDF 120KB) <<<

CONTACTING ARTEFAKTUM

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Responsibilities

Artefaktum drives missions of consequence for its customers worldwide. As a leading mission capability integrator and transformative service provider, we deliver trusted and highly differentiated (national) security solutions and technologies that keep people safe and secure. Artefaktum serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, health, and state and local markets.

Artefaktum is seeking to fill several critical roles for an Investigation Team Specialist this position is 100% remote.

For South East Asia, UAE, Ukraine, Bulgaria & Romania and Israel Departments

Position Description:

The Investigation Help Team Specialist will have a firm understanding of Policy and Guidance across all RDG contracts.
Under general supervision, the IHT Specialist will work with individuals across the company to solve often complex problems in a courteous, efficient manner.
IHT Specialist works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practices and work product is regularly observed since errors may cause delay or expense.
Will processes confidential information for background investigations and may correspond in a variety of ways including telephone, email, instant messaging, PIPS case messaging, and Portal messaging.
Updates multiple database systems with accuracy and efficiency.
Performs functions in PIPS such as deleting Reports of Investigation (ROIs), modifying items, sending case messages, and querying databases.
Submits requests for subject location assistance via email and phone.
Analyzes the information received and determine follow up procedures as necessary. Conducts Subject locations searches through the DoD Person Search (DPS) database.
Communicates results of queries and actions to staff. Provides instruction to staff regarding the correct procedures for matters such as subject location assistance, subjects who are uncooperative with the investigative process, investigations that may need to be discontinued, the development of serious case issues or concerns, and the refusal of entities to accept digitally signed releases.
Assigns, re-assigns, cancels, and changes work assignments in the computer database. Communicates with field investigators regarding the process of obtaining the correct releases needed for retrieval of required medical, legal, educational and employment information.

Qualifications

Basic Qualifications:

RDG clearance
3+ years of DCSA contract experience
3+ years of direct customer service experience
BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD
In addition, selected candidate must be able to obtain and maintain a favorably adjudicated background investigation.

Preferred Qualifications:

MS Office Suites
Experience working on large scale and complex fraud or research projects
Ability to develop proficiency working with specialized database applications.
Experience working with the PIPS and CMS systems
Excellent interpersonal and communication skills, including strong writing skills.
Ability to work with various individuals cooperatively
Must have attention to detail
Previous call center experience

Salary Range

Salary Minimum: $52,500
Salary Max: $85,000

The estimate displayed represents the typical salary range for this position, and is just one component of Artefaktum’s total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Artefaktum provides a variety of benefits to employees.

Requisition ID 2023-34

Responsibilities

Artefaktum is currently seeking to hire a Cyber Operations Manager for its’ Federal Strategic Cyber group in Zurich Office, Switzerland.

Location: Zurich, Switzerland.

Position Description:

Develop a requirements measurement framework and facilitate feedback to team members on issues such as: customer service, communication, skills, in order to enhance the quality of deliverables and demonstrate an understanding of customer and business needs.
Resolve escalated customer issues and daily issues of a complex scope that impact the team and overall business objectives.
Manage Cyber Operations Center resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, and administrative responsibilities.
Maintain a high level of employee morale within the team by creating a high-performance organization.
Obtain equipment, tools, and space needed to allow team members to adequately support the customers.
Develop and update plans for deliverables and prepare and train the support team for metric collection.
Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, and coach and assist team members to deliver quality support.
Perform analysis and tracking process, including highly focused studies and analyses to support development of processes for the identification, refinement, and prioritization methodology of Cyber requirements.
Produce high-quality deliverables (e.g. white papers, presentations, recommendations, and findings) for senior government intelligence and network operations officials.
Support the development of performance metrics. and assist with developing and maintaining documented processes and procedures.
Work effectively with a diverse group of Information Technology and Security professionals in EU government, foreign governments and the private sector.

Qualifications

Basic Qualifications:

BS 10-12, MS 8-10, Phd 5-7
Bachelor’s degree and a minimum of 10 years related experience required.
Minimum of 5 years of cybersecurity exercise and/or training experience required.
Previous experience leading a cybersecurity function and/or planning operation.
Active Top Secret security clearance with the ability to obtain a TS/SCI is required.
- In addition, selected candidate must be able to obtain and maintain an background investigation (EOD) for continued employment.

Preferred Qualifications:

DHS Suitability at the SCI level.

Salary Range

Salary Minimum: CHF72,500
Salary Mid: CHF145,000
Salary Maximum: CHF181,300

Requisition ID 2023-