New field account reps help information flow Published April 10, 2008 RANDOLPH AIR FORCE BASE, Texas (AFPN) -- Communication to and from the Air Force Personnel Center and personnelists in the field took the next big step, thanks to the recent creation of a field account representative team at AFPC. The concept was designed to improve AFPC's timeliness in delivering information to personnel professionals and guarantees AFPC is more proactive with phone calls at least once a month to major commands and bases to gather feedback and to disseminate information. "The team's mission is to ensure field personnel leaders are able to quickly reach back to AFPC for any program or policy issue, enhancing support provided to these commanders and Airmen they service," said Master Sgt. Cornell Lewis, superintendent of AFPC field account representatives. "Above all, the goal is to get personnel answers to Airmen quicker." A specific field account representative is assigned to service a particular group of bases and organizations, creating a two-way street with the same person at AFPC talking to his or her customers. The representatives will become familiar with and will be better able to understand the unique circumstances of the locations in their group, but will also be able to provide service to any base or organization, if needed. "These field account representatives bolster our service center concept by providing a better flow of information, both going out from AFPC and coming back in," said Col. Bill Foote, director of Personnel Services at AFPC. "This is a real person who will give our personnel professionals a heads-up on new initiatives and seek information on how processes and programs are working. This approach is no different than a sales account representative working wholesale transactions in the commercial world," said the colonel. In addition to monthly webinars, advance notification of significant changes and the 24-hour contact center, using field account representatives is just one more way AFPC is strengthening the lines of communication and understanding between bases, MAJCOMs and AFPC to improve the customer service experience for all Airmen. "Active communication, refreshed and current, is a critical component in professional personnel services delivery," Colonel Foote said. "This initiative is just one more piece that links the field, helping Air Force personnelists accomplish their mission as we all adapt to the many changes we're going through." Comment on this story (comments may be published on Air Force Link) View the comments/letters page