Proactive Finance changes on the Horizon

  • Published
  • By of 86th Comptroller Squadron
The 86th Comptroller Squadron finance customer service office is implementing new and improved methodology to meet the demanding customer service needs of Team Ramstein and the Kaiserslautern Military Community.

Finance customer service will close its lobby doors to walk-in customers starting April 12. As a result of a week-long Air Force Smart Operations for the 21st Century initiative, finance is streamlining its processes to better accommodate the needs of the 57,000 customer populace.

Its primary objective is to eliminate and reduce customer wait times and increase process efficiency via a USAA model of operations that utilizes the synergy of automation tools. This initiative will simultaneously eliminate redundant and multiple customer service avenues (lobby/e-mail/phone) transitioning into a single streamlined finance customer service module.

"This is a 'win/win' solution for everyone; the new process will eliminate rework and wasted down time in our office and will keep Airman in your work centers while providing expeditious customer service to our Airman and their dependents," said Chief Master Sgt. Stephen Dilda, 86th CPTS superintendent. "Just to whet your appetite, under this improved customer service format, an estimated 60 percent of our current customers will never have to leave their work center to resolve their issues."

The end result will be zero wait time in the finance lobby and immediate resolution to your problem and/or a one-on-one appointment with a dedicated finance professional.

Brig. Gen. Mark Dillon, 86th Airlift Wing commander, authorized finance to close each Tuesday to prepare for these robust and paradigm shift transformational changes.

"Please excuse this temporary interruption in service as we improve your customer service experience for each member and the KMC community as a whole," said Senior Master Sgt. Barton Randolph, 86th CPTS deputy financial services officer. "We will divulge time phased updates about these changes over the course of the next month via an aggressive educational advertising campaign."

This campaign will consist of American Forces Network promos, flyers, briefing charts, subsequent Kaiserslautern American articles and Commander's Calls by request.

To prepare today for these changes, customers should arm and educate themselves by utilizing technology available 24/7 at E-FINANCE via the Air Force Portal or from the 86th CPTS share point site at https://ice.usafe.af.mil/sites/86AW/CPTS/fso/default.aspx. This system encompasses all non-Defense Travel System travel vouchers, COLA updates, state residency changes, family separation allowance requests and advance pay requests which do not require a commander's signature. The state of the art system is already drawing rave reviews for its expediency from many KMC members.

Stay tuned as more details of these revolutionary changes follow in ensuing media formats.

"We thank you in advance for your support, flexibility and active participation as we drive customer service satisfaction to new horizons," Sergeant Randolph said.