52nd CS aims to better customer service throughout USAFE

Published Aug. 17, 2009
By 2nd Lt. Kathleen Polesnak
52nd Fighter Wing Public Affairs

SPANGDAHLEM AIR BASE, Germany -- The 52nd Communications Squadron is forging the way for how quickly customers can expect computer issues to be resolved in U.S. Air Forces in Europe, and potentially, throughout the Air Force.

The 52nd CS volunteered to be the test squadron to fulfill USAFE-wide goals, which include knocking down the trouble-ticket completion time to 48 hours, improving customer satisfaction and reducing the number of complaints.

Former USAFE Director of Communications Col. Tracy Phillips received a multitude of complaints regarding lengthy wait times for trouble ticket completion, sparking the need for a brainstorming session at Ramstein Air Base in May involving communications specialists across USAFE, as well as Air Force Smart Operations in the 21st Century facilitators. This meeting established the need to standardize how communications issues and customers were handled, and it was here that the 52nd CS stepped up to the plate.

"At that meeting, Spangdahlem volunteered to take the initial plan for how (client services teams) and the (communications focal point) should work, and apply those ideas to see how well it works," said Lt. Col. Kenneth Crane, 52nd CS commander. "Once it's vetted - what works, what doesn't - USAFE can make that standard for everybody.

"We are so excited and proud to be at the forefront of this," he added.

After the initial meeting at Ramstein AB, AFSO 21 assisted 52nd CS members in continuing to identify ways to reach their goals and build on them to make continuous improvements.

"You don't just do an event once," said Mark DeRock, 52nd Fighter Wing AFSO 21 deputy program director. "You may fix that initial problem and then you identify other areas you can improve, as well. We approach different problems with the same methodology.

"That's part of what we bring to the table - we use our standardized approach. That's the same whether I'm working with maintenance or aerospace ground equipment or communications," he said.

While the squadron's practices are slated to become the standard for USAFE, Mr. DeRock said other bases will likely need to make adjustments.

"I think the structure we put in place was a good start. There are definitely going to be things that we missed. Part of this has a very heavy Spangdahlem stamp that may not work everywhere - there will be differences, but the core should stay the same," he said.

Saber communicators have appreciated the inputs from Mr. DeRock's AFSO 21 perspective so far.

"(AFSO 21) helps us really attack things more coherently than we would have actually been capable," said Staff Sgt. John Zelinski, a 52nd CS communications controller. "It empowered us. We were the ones who were coming up with the design changes -- we were the stakeholders and had the most interest in seeing it all the way through."

Some of the challenges communicators here face are prioritizing customers' tickets and disbanding teams to complete the work.

"One of the things that came out of the event was every base needs to come up with a priority list for users - if you fall into this category, we can or can't help you right away," said Tech. Sgt. Francis Willis, NCOIC of communications focal point.

An upcoming career field transition within communications should also help address these challenges, Colonel Crane explained, as it will be possible to send experts on computers, blackberries, communications closets and radios in teams to address specific issues.

"It allows for a very multi-disciplinary team that can fan out and rove around base - what's the most efficient way to do that? Send people out in sectors to fix things in the buildings," he said.

After the CS team here implements practices for sending CSTs out, the procedures will be tested at Mildenhall Air Base, England. If all goes well at Mildenhall, the Saber CS team's practices will sprawl across USAFE starting in January.

"We're going to take the results of this and report them to Secretary of the Air Force CS," said Master Sgt. Michael Fetters, command enterprise architect for USAFE Chief Information Officer Support Branch. "In the meantime, we actually are sharing the information with a lot of the other major commands. There are a lot of eyes on it."

Though Saber communicators are currently swamped with tickets, they are optimistic about paving the way for communicators and customers here and across the command.

"I think it's going to work out just fine," Sergeant Willis said. "We may not hit our target of 48 hours, but I think we'll come close. It's just another way to improve it - ask why didn't we hit the 48-hour point and then change the process so we can make that our goal."