ARPC reaches milestone of service

  • Published
  • By Mike Molina
  • Editor
DENVER --  Demonstrating the significance of personnel service delivery transformation and centralized service, Air Reserve Personnel Center officials reached a milestone when the Center surpassed 1 million customer issues recently. 

"This brings forward how personnel service has been consolidated here at Total Force Service Center - Denver," said Sara Simms, Call Center branch chief in ARPC's Directorate of Personnel Services. "We are one-stop shopping, taking care of our Airmen and their families." 

In October 2004, ARPC implemented a customer relationship management strategy and online capabilities through  the Center's personnel service Web site -- the virtual Personnel Center - Guard and Reserve. At the time, the Center was getting as few as 45 issues a month outside of customer's phone inquiries.  

Today, ARPC averages more than 13,000 issues each month in response to phone calls, e-mail, fax, mail or via the Web. Issues are electronic memos that are generated automatically by customer's Web-based requests, or by ARPC phone counselors. 

The issue tracks and records the customer's interaction with ARPC and any subsequent work that is done to complete the request. Each issue is also added to the customer's profile and history, and is housed in vPC-GR's customer relationship management capabilities.

"It provides a historical database for both the customer and counselor to see the progress of the request," Ms. Simms said. 

The 1 millionth issue was received July 30 through the Awards and Decorations application of vPC-GR. 

The advent of vPC-GR and the flexibility of 24/7 personnel service online has coincided with the dramatic increase of monthly issues ARPC officials have seen during the last five years. 

"If you offer customers something that is convenient, they are going to use it," said Dave Aldrich, ARPC's director of personnel services. "The Web capabilities are tools that customers want." 

ARPC's customers can access as many as 58 online applications through vPC-GR, including: 

- Requests for 20-year letters
- Awards and decorations
- EPR/OPR requests
- Mortgage letter
- Officer promotion board counseling
- Officer promotion board letter
- Changes and corrections to military service dates
- Duty history
- Retirement

In March 2007, ARPC increased their customer base when the Center began serving Air National Guardsmen. 

The Center provides personnel and administrative support to nearly 1 million Air Force Reserve, Air National Guard and retired Airmen.