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152nd FSS customer service area gets facelift

Master Sgt. Ken DuPree (right) helps a customer at the new customer service area inside the Wing headquarters building at the Nevada Air National Guard base in Reno.  USAF photo by Tech. Sgt. Rebecca Palmer RELEASED.

Master Sgt. Ken DuPree (right) helps a customer at the new customer service area inside the Wing headquarters building at the Nevada Air National Guard base in Reno. USAF photo by Tech. Sgt. Rebecca Palmer RELEASED.

RENO --      If anyone has walked by the 152nd Force Support Squadron (FSS) Personnel Office lately, they would notice some very distinct changes in its layout. Gone is the long service counter where customers would crowd around looking for assistance.  Also gone is the paper system the office used to track customer requests.
     "We've totally redesigned the office to greatly improve customer service and to provide a friendlier environment," said Tech. Sgt. Jorge Garrido, 152nd FSS Customer Service Technician.
     Garrido added that along with the aesthetics of a new layout design, they have rolled out a new computer system that will enable customers to sign in electronically instead of the old way that involved a paper system.
     "This new system is a more effective way to track customer service output than our old paper system," Garrido said. "It's far more detailed, because customers just need to go in and select the services they want from us when they come in. Since it's more detailed, it also helps with our own statistics when tracking how we are assisting our customers," he added.
     The weekend of January 10 and 11th was the first roll-out of this new system. Because of it being so new, it went "live" with only one check-in station. In a few weeks, the FSS staff expects to have two stations running, which will greatly improve the speed of the experience.
     Garrido said the electronic system will be able to offer the same services as before like Tricare, DEERS and SGLI just to name a few.
     "The compliments we've received are that the new layout of the office and addition of the electronic system works better and is more user-friendly. We no longer have to ask who's next in line.  Customers can see their place in line on the customer service screen. That helps eliminates customers wondering how long they will be in line. When customers come to sign in and click the service they need assistance, it will give them a brief about what documentation they need identified early in order to have the proper assistance. That will greatly reduce their wait time if they're able to come to the customer service window with all the proper papers in order."
     Garrido said the new electronic customer service system is not actually new to the Air Force. FSS was able to see from other Air Force installations of how well it works.
     "We know it has been successful at other bases," he said. "We just know we needed to implement that here on our base. Once everything is finally in place, this will be a much more improved system than what our customers were used to."