Air Force Consolidates Customer Service Efforts

National Guard, Dec 2003

A one-stop customer service phone number and Web page now links several call centers and online resources for Air Force personnel to manage personal and pay information.

Customers can find answers to questions by calling (800) 616-3775 or visiting www.afpc.randolph.af.mil/ cst.

Until now the burden has been on Air Force people to determine which agency handles a particular issue before contacting customer service by phone or on the Web. Customers will be able to access any of the following support services by using the new number and Web site:

* Air Force Contact Center for general military personnel inquiries, including discrimination and sexual harassment concerns and assistance in navigating the virtual military personnel flight application.

* Air Reserve Personnel Center in Denver for Air Force Reserve and Air National Guard personnel inquiries.

* Defense Finance and Accounting Service's Cleveland Contact Center for Air Force military pay inquiries and assistance with the myPay application.

* AFPC Technical Assistance Center for technical support for applications such as vMPF, assignment management system, AFPC Secure and PC-III.

* AFPC Recruiting Service Center for civilian appropriated fund job opportunities.

* AFPC Benefits and Entitlements Service Team for civilian appropriated-fund benefits and entitlements.

This latest evolution in customer self-service is the product of revolutionary cooperation between different agencies inside and outside of the Air Force, officials said.

Customers calling from international locations and hearing-impaired employees should continue to dial the number they currently use to access support for personnel or pay matters, officials said.

The new toll-free number should begin accommodating foreign area calls early next year, officials said.