BUCKLEY AIR FORCE BASE, Colo. -- Individual Reservist who contact HQ RIO for support may notice they now receive a myPers customer satisfaction survey in their email afterward.
This is a result of the implementation of the myPers Console at each of the Headquarters Individual Reservist Readiness and Integration Organization’s locations.
The myPers Console is a customer relationship management tool. Anytime an IR calls or emails their HQ RIO or their Detachment, the staff creates a myPers ticket and this ticket generates an email notification to the IR, as well as the customer satisfaction email.
This console brings a variety of benefits to the organization, said Staff Sgt. Carol Beutel, who oversaw the implementation of the system at each detachment. The two biggest improvements for IRs are access to the system and the ability to submit documents securely.
IRs can ditch the CAC card and reader for myPers because the system can be accessed with just a username and password from anywhere in the world at any time, even from a mobile device. The password reset and forgot username functions are robust and if they don’t work, Sergeant Beutel said a call to the Total Force Service Center (1-800-525-0102) will straighten things out.
myPers is also a secure, approved way to transfer documents containing privacy act information to and from HQ RIO. A bonus feature is that IRs can reply to any message from their detachments by simply hitting “reply” in their preferred email client.
“We know it’s hard for IMAs to get into secure government sites and we’re trying to make that easier with myPers by providing 24/7 access worldwide,” said Beutel.
Beutel said myPers is also a smarter way for HQ RIO to work. She said the system allows HQ RIO to track every process from start to finish, which, over time, will uncover inefficiencies that can be improved upon. Additionally, because the system operates in the cloud, supervisors can assign personnel actions without worrying about the information getting locked away on an employee’s workstation.
The HQ RIO Airman said the software is powered by Oracle and has a front-end, which is what the reservist sees, and a back-end, which is what the staff at HQ RIO see. She added that while HQ RIO has taken the use of myPers to the next level, they are still using only about 50 percent of the software’s capabilities.
Looking ahead, Beutel said the groundwork has already been laid for the IMA Travel and Reserve Pay Offices to start using the system.
“myPers is the future. It’s how we will be interacting with customers going forward,” she said, adding that members are still always welcome to call their detachment or headquarters for support.
As for those customer satisfaction surveys that show up after each contact?
“We encourage all customers to provide feedback on the service received,” said Chief Master Sgt. Dolores Colella, the HQ RIO group superintendent. “The survey feedback is very useful to the technicians and supervisors to identify how well the technician performs, whether additional training is necessary and whether the process or the system can be improved.”