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Kapaun Vehicle Registration: Improving consumer experience

The Vehicle Registration office on Kapaun Air Station, Germany, has optimized its procedures in processing patrons to better serve the members of the Kaiserslautern Military Community.

Personnel assigned to the 569th United States Forces Police Squadron pose for a group photo at the Vehicle Registration office on Kapaun Air Station, Germany, June 27, 2018. A The Vehicle Registration office has optimized its procedures in processing patrons to include reorganization of the building’s interior, handling a safety hazard within the complex while also enhancing the efficiency of the facility and customer comfort. (U.S. Air Force photo by Airman 1st Class D. Blake Browning)

The Vehicle Registration office on Kapaun Air Station, Germany, has optimized its procedures in processing patrons to better serve the members of the Kaiserslautern Military Community.

Personnel assigned to the 569th United States Forces Police Squadron reorganize the interior of the Vehicle Registration office on Kapaun Air Station, Germany. In addition to the reorganization of the layout, the 569th USFPS also added a play area for small children and installed two TVs- one to play movies while patrons wait, and the other as a queue so customers remember their place in line. (Courtesy Photo)

The Vehicle Registration office on Kapaun Air Station, Germany, has optimized its procedures in processing patrons to better serve the members of the Kaiserslautern Military Community.

Chairs line the new waiting area of the Vehicle Registration office on Kapaun Air Station, Germany, June 27, 2018. In addition to the reorganization of the layout, the 569th USFPS also instituted a new appointment scheduling program that is slated to be fully functional July 2, 2018. Patrons can schedule appointments through the appointment scheduling program link on the ramstein.af.mil webpage or also through the Kapaun Vehicle Registration Office’s Facebook page by selecting the book now option. (U.S. Air Force photo by Airman 1st Class D. Blake Browning)

The Vehicle Registration office on Kapaun Air Station, Germany, has optimized its procedures in processing patrons to better serve the members of the Kaiserslautern Military Community.

Personnel assigned to the 569th United States Forces Police Squadron work at the Vehicle Registration office on Kapaun Air Station, Germany, June 27, 2018. The Vehicle Registration office has optimized its procedures in processing patrons to better serve the members of the Kaiserslautern Military Community. (U.S. Air Force photo by Airman 1st Class D. Blake Browning)

KAPAUN AIR STATION, Germany --

The Vehicle Registration office on Kapaun Air Station, Germany, has optimized its procedures in processing patrons to better serve the members of the Kaiserslautern Military Community.

 

A portion of the optimization included a reorganization of the building’s interior, resolving a safety hazard within the complex while also enhancing the efficiency of the facility and customer comfortability.

 

“The first change we made was to the layout,” said U.S. Air Force Staff Sgt. Misty Dail, 569th U.S. Forces Police Squadron assistant noncommissioned officer in charge of vehicle registration. “Previously, we had an ‘L’ shaped route which was very confusing to customers; now we have every clerk assigned to a desk at each lane.”

 

The restructure not only cleared patron’s confusion, it also allowed more space for customers as they wait to be called upon.

“We actually measured it out and gave customers more space,” said U.S. Air Force Senior Airman Paul Deitz, 569th USFPS vehicle registration clerk. “There’s still the same amount of space in the room, we haven’t done any renovation, but we have more room per square foot for customers and also more space for personnel.”

 

In addition to the reorganization of the layout, the 569th USFPS also added a play area for small children and installed two TVs- one to play movies while patrons wait, and the other as a queue so customers remember their place in line.

 

“Since the changes, the wait time for customers has definitely decreased a lot,” Dail said. “Previously, customers were waiting anywhere between two and three hours to be seen, and now it’s usually no longer than an hour.”

 

Dail continued saying another portion of the optimization resided in the roll out of a new appointment scheduler.

 

“The average time for an appointment is about 15 minutes,” said Dail. “Attendees are allotted 30 minute time slots, but we’ve been getting them in and out within 15 minutes on average.”

 

The new appointment scheduling program is slated to be fully functional July 2, 2018. Patrons can schedule appointments through the appointment scheduling program link on the ramstein.af.mil webpage or also through the Kapaun Vehicle Registration Office’s Facebook page by selecting the book now option.