AFPC: an evolution in support: AFPC does more than the assignment business, providing a personal touch to Airmen's careers

Airman, May, 2005 by Megan A. Schafer

PSD will shift many transactions from unit Military Personnel Flights to Web-based self-service processes, a contact center or face-to-face interactions.

"Our goal is to have 80 percent of personnel transactions available to you over the Web," said the Franklin Park, Penn., native.

Imagine being able to access all your military records online from home or work computers, or process a performance report completely electronically. For the 22-year communications officer, one of few non-personnelists in the center, he brings a deeper understanding of using technology to improve service to Airmen.

"Some people say to put all the personnel business on the net isn't rocket science. In my opinion, it's harder than rocket science. That technology has been around for 100 years, and people still find it daunting," the colonel said. "In contrast, the Internet and widespread computer networks are still young in maturity. We're already using Web-based services to do things better, faster, with less folks and for less cost. By putting our services on the Web, the personnel center is always open for our Airmen."

For those personnel actions not online--the Air Force Contact Center is at your service.

In the 1990s, the contact center was established as the front-end response for the Virtual MPF. As technology advanced, more processes became available online, enabling the contact center to thrive as a 24/7 customer service production--providing expert personnel advice to family, civilians, Guard, Reserve, retirees and active duty members.

"We field thousands of queries each month through phone calls, e-mails, chat sessions or fax," said Senior Master Sgt. Felipe Ortiz, the contact center superintendent. The El Paso, Texas, native said all types of questions come in, ranging from pay issues to award updates.

And as more personnel services are offered online, base Military Personnel Flights will reduce in size, making the contact center a critical link in the support chain.

"There is a place for everyone in the Air Force to go, one central location," Jackie Holland said. The Aurora, Colo., native is one of many contractors at the center who pulls from years of prior experience as a uniformed personnelist. Ms. Holland draws from 22 years of active duty experience to help her tackle even the most complex of military personnel issues.

But more important to her and her teammates is the way their customers are handled, with a personal touch.

"No one is ever turned away: each person is important to us," she said. It's that personal service that's not only focused on getting the information to the user, but also on educating them. "When we respond to folks, we don't just answer their questions, we also give them references, an opportunity to educate them and, in turn, for them to educate their peers."

The end result: personal, timely, widespread access to personnel functions.

Zero defect support

The mission: Ensure a professional touch to the most personal situation--loss of an Airman.

"It's a job no one wants to do, hut we realize how vital it is to our family members," Maj. Yancey Cowen said. As the chief of casualty cervices, he works with a team of personnelists to provide "prompt reporting, dignified and humane notification, and efficient, thorough and compassionate assistance to family members."