JOINT BASE SAN ANTONIO-RANDOLPH, Texas -- The Total Force Service Center has significantly improved customer service metrics over the past year, according to a TFSC liaison.
Located within the Air Force Personnel Center, the TFSC serves as a customer service hub for Airmen across the Total Force. While its agents operate at Joint Base San Antonio-Randolph alongside AFPC personnel, agents are available to provide guidance to Reserve and Guard members based on information and procedures from ARPC.
“The number of agents has increased, the number of calls received and escalated cases submitted has decreased, and communication between HQ ARPC and TFSC has been paramount,” said Master Sgt. Rene Riojas, Non-Commissioned Officer in Charge, TFSC Operations Liaison, AFPC.
Riojas said one of the most significant challenges in calendar year 2024 was staffing.
“We had a limited number of service center technicians, which resulted in higher call volumes and ultimately prevented our service standard level from reaching above 50%,” he said.
He noted that turnover affected continuity but credited the remaining team members with maintaining service levels. “The consistent SCTs on staff did amazing in providing the best customer service,” he said.
The launch of myFSS added pressure to the center’s technicians, according to Riojas.
“myFSS took a major toll on our SCTs,” he said. “The bright side was that HQ ARPC was doing everything they could to get systems working and update guidance and websites.”
Over time, those changes and additional staffing contributed to improved performance metrics, he said.
“Our agents were able to answer calls within two minutes at a 99% answer rate,” Riojas said. “That exceeded the Goodwill contract expectation of 70%.”
The TFSC also used AFPC’s 14-day timeline for case escalations as a benchmark for improvement, despite not being required to meet that standard.
“We were informed we weren’t meeting the 14-day timeline in 2024,” Riojas said. “We used it as a baseline and improved our response rate from 37% in 2024 to 66% in 2025.”
He said the center is on track to meet or exceed an 80% response rate by the end of 2025 or early 2026.
Information flow between HQ ARPC and the TFSC has also improved, according to Riojas.
“Our HQ ARPC team has done amazing in updating standard operating procedures and keeping us in the know with day-to-day changes,” he said. “As the TFSC liaison, I’ve worked to ensure both ARPC and TFSC are on the same page to avoid giving out incorrect information.”
Riojas said the improvements tie directly to ARPC’s EVOLVE program, which stands for Empower, Validate, Optimize, Leverage, Visualize and Execute.
“All of these changes reflect our alignment with the EVOLVE program,” he said.
The TFSC provides customer support to Airmen from all components of the U.S. Air Force, including active duty, Guard, Reserve and civilian personnel.
Contact the Total Force Service Center at DSN 665-0102, Commercial at 210-565-0102, or Toll Free at 1-800-525-0102 for assistance. Personnel specialists are standing by 24/7 to assist you with the exception of New Year's Day, 4th of July, Thanksgiving and Christmas.