IMA touts 'exceptional service'

  • Published
  • By Senior Master Sgt. Kelly Mazezka
  • ARPC Public Affairs
DENVER --  In the business of customer service, ARPC is accustomed to receiving comments from its customers. Sometimes the customer is unhappy. 

Not the case with Tech. Sgt. Brian Raymond, an Individual Mobilization Augmentee assigned to the U.S. Air Force Academy's 10th Security Forces Squadron. "When poor service is received, you tell everyone you know," he said in a recent e-mail to Roger Tackitt, Service Verifi cation Branch chief. "It should be the same when you receive service above and beyond expectations. 

"ARPC did a great job, and vPC-GR performed as advertised," Sergeant Raymond continued. "Government agencies have a reputation of being less than effi cient. In this case, the opposite was true." He was touting the "exceptional service" he received from Brent Porter, also of the branch. After facing a "never-ending circle" of trying to get a Department of Defense Form 214 through other channels, Sergeant Raymond filled out an ARPC Form 26, Conference Question/Problem Sheet, during a combined training assembly May 10-11 at the academy. 

In the sheet, he explained how he had been mobilized in November 2001 for two years
then continued on military personnel appropriations days for another two years. He wanted the DD Form 214 documenting this service to apply for Tricare Reserve Select benefits. 

A day after completing the sheet, he began receiving e-mails from Mr. Porter and continued receiving them about every three days until the matter was closed. 

"[Mr. Porter] provided information related to the exact documentation he needed, how I might obtain it, and what format was acceptable," Sergeant Raymond said. "Throughout the process, it was apparent he was taking a personal stake in helping me and seeing the issue through to its conclusion. 

"You have a great asset on your hands, and I appreciate his focus and assistance in this matter," he said. 

In fact, Sergeant Raymond's case required extra focus, Mr. Porter said, because he hadn't retained copies of travel vouchers. Further complicating matters, he had completed a more recent active duty tour than the one in question. 

"Our DD 214 computer system is set up to handle only the most current period of active duty," Mr. Porter said. "I had a lot of research to do - he was a staff sergeant at the time, and his mailing address was different. I also had to make prior active and inactive duty calculations." 

Was Mr. Tackitt, who is Mr. Porter's supervisor, surprised by the customer's enthusiastic reaction? Not at all. 

"We're happy to have another satisfi ed customer," Mr. Tackitt said. "But this is a typical transaction by Brent. I usually get positive correspondence concerning my clerks at least once a month." 

Dave Aldrich, Directorate of Personnel Services director, concurs. 

"This affirms the process works," he said. "The customer put in a request. It got verified. We worked on it and kept him apprised. We finished the work. He was pleased." 

Pleasing the customer is what it's all about at ARPC. 

"Going above and beyond the call of duty for [our customers] is often all in a day's work," Mr. Porter said. "There are many people here who do that as routinely as I do; so, what I did was not really exceptional at all."