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MPF services 10,000th customer

  • Published
  • By 1st Lt. Katrina Graham
  • 305th Mission Support Squadron, Career Development
MCGUIRE AIR FORCE BASE, N.J. --  Since Feb. 4, when the Maintenance Group, Mission Support Group and Operations Group commander support staffs merged under the Military Personnel Flight, a computer system has been tracking the MPF's customers. On May 8, the MPF serviced its 10,000th customer.

Tech. Sgt. James Wentzel of the 421st Contingency Training Squadron was this 10,000th customer. He has been TDY to McGuire from Shaw Air Force Base, S.C., and visited the MPF to obtain a new CAC card.

"The sign-in process is easy and smooth," Sergeant Wentzel said about the MPF's new computerized system, adding that he didn't have to wait long to be serviced. "The customer service representative was good, really nice," he said.

Customers have become accustomed to the new sign-in system, where anyone visiting an office in the MPF signs in at a computer in the customer service waiting area.

"The new sign-in process allows customers to see their position in the wait queue and gives everyone visibility over not just how long they've been waiting, but also how much longer till they will be served," said Maj. Michael Godwin, Military Personnel Flight commander. "We've received hundreds of customer feedbacks applauding our service. Customers are admiring not only the improved efficiency, but also the professionalism and enthusiasm of our staff."

How did the MPF reach its 10,000th customer so quickly? While McGuire has a base populace of approximately 5,300 Airmen, the MPF also services dependents, retirees, civilian employees, contractors, soldiers, sailors, Marines and Coast Guardsmen. Additionally, some customers visited the MPF more than once, adding to the number of customers served. The consolidation of the CSSes to the MPF also increased the customer flow.

"We were a bit surprised," said Major Godwin, on leadership's reaction to the MPF serving 10,000 customers in just three months. "We knew it would increase a bit, but I don't think any of us were expecting the degree to which it did. Despite doubling our customer throughput, our customer surveys and commander outreach program show we are maintaining the highest levels of customer satisfaction. So not only are we doing more, we're maintaining the standard of excellence our customers desire and deserve. "

At the current rate of service, the MPF is on target to serve approximately 40,000 customers in the course of a year. This number also doesn't include the thousands of customer phone calls and e-mails. To continue with the high level of customer satisfaction, "we operate on a simple principle: Serve the customer in the manner you would want to be if it were you," said Major Godwin. "Sticking to that standard of performance has led many of our customers to consider our service the best they've ever received. Who can ask for a better affirmation than that?"

The MPF is always looking to improve its service and welcomes all feedback. Feedback can be provided via hard copy forms located at the MPF, e-mail, or through the e-feedback site located at  https://afkm.wpafb.af.mil/Questionnaire/DisplayQuestionnaire.aspx?Filter=OO-DP-AM-81&QID=1196. The MPF is open to customers Monday through Friday, 7 a.m. to 3 p.m., or by telephone at (609) 754-3544.