Two New Air Force Contact Centers Create 875 Jobs

The Air Force is changing the way they do call centers to achieve greater efficiencies, consolidating current operations and streamlining others.

Proposed sites for the Air Force Financial Services Center and the Air Force Claims Service Center were announced by Air Force officials April 10.

The preferred location for the AFFSC is Ellsworth Air Force Base, S.D., while the preferred location for the AFCSC will be in the Dayton, Ohio, area. The AFFSC is scheduled for activation in fiscal 2008, and the AFCSC is scheduled to open in fiscal 2007.

According to the Dayton Daily News, the Air Force plan would possibly use the former site of the Kettering Defense Finance and Accounting Service center for the new home to the Air Force Claims Service Center, slated to bring 100 jobs to the area.

The Ellsworth base location would bring 775 civilian and military jobs to the area.

Final location decisions for both call centers is contingent upon completing National Environmental Policy Act analyses and meeting labor obligations. "The AFFSC and the AFCSC are just two examples of our journey down a road toward self-improvement," said Secretary of the Air Force Michael W. Wynne.

Both centers are examples of the Air Force's Smart Operations 21 concept, which seeks to improve processes across the Air Force and create a more efficient, effects-driven organization.

The opening of the AFFSC will improve processing efficiency. Initially, the change will be transparent to most customers. Base finance offices will have a reduced presence but will remain open to help Airmen with financial services that require personal interaction.  The actual forms processing will take place at the AFFSC.

At full operational capability, the plan is to consolidate financial services by opening a central processing center and a 24-hour call center with up to 775 civilian and military personnel, who will perform financial service transactions and respond to customer inquiries.  In time, the integration of new Air Force systems will enable most financial services, from travel vouchers to allotments, to be handled via the Web.

"This new center will save the Air Force more than $200 million dollars in the first 10 years after the center opens." said John Vonglis, principal deputy assistant secretary of the Air Force for financial management.  "Additionally, our Airmen will see faster processing of their transactions and quicker responses to their financial inquiries through the use of Web-based services."

The AFCSC will provide one-stop service for all personal property claims normally filed at the base level, including claims for household goods damaged during change-of-station moves.  Staffed by approximately 100 people, the AFCSC will provide convenient and efficient service for Airmen who experience losses.

"While we can't eliminate all the risks to personal property that come with serving in the Air Force, we can, and will, make certain the claims process compensates our Airmen fairly and swiftly," Secretary Wynne said.  "The AFCSC will do all that, while saving over $60 million over the next 10 years."

David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

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