Survey will measure personnel services delivery

  • Published
  • By Tech. Sgt. David A. Jablonski
  • Air Force Print News
WASHINGTON --  Airmen can help make their personnel services delivery system better through survey feedback beginning Sept. 20.

Air Force officials said they are transforming the way personnel services are delivered to make them more effective, efficient and timely. This PSD transformation uses technology to place the capability for conducting routine personnel and pay transactions into the hands of Airmen via a Web-based system and contact centers, while minimizing the need for face-to-face dealings in an office.

“We must provide commanders the right people they need to accomplish the mission,” said Lt. Gen. Roger A. Brady, deputy chief of staff for personnel.

“We are transforming how we provide service to our customers,” he said. “This transformation will allow us to accomplish two major goals at the same time.

“First, we will continue our path of using technology to our advantage and push our transactional work to the Web and contact centers as soon as possible. This will allow our customers to access our services 24/7.

“Second, the remaining work will focus on supporting the operational mission --developing Airmen and ensuring we have the right people in the right place at the right time with the right skills and experiences. This realigns the personnel community from processing transactions to a more value-added, commander support role,” he said.

Examples of this transformation are the “myPay” and “LeaveWeb” applications many Airmen are already using.

An important element of the PSD transformation effort is measuring customer perspectives as a baseline for the future improvement of service delivery methods, officials said.

The first two surveys being fielded will solicit perceptions on personal customer service satisfaction from military and civilian people of all ranks, and unit leadership perspectives from commanders, first sergeants, command chiefs and senior civilians. Each survey process will continue for several weeks.

The e-mail surveys sent to participants will be anonymous and responses will not be linked to e-mail addresses. While the participation in the survey is voluntary, a high response turnout will enhance the study, officials said.