Commentary Search

CC suggestion box responses for Feburary

Col. James Phillips, 919th Special Operating Wing commander, has a direct line made available to all personnel through the use of suggestion boxes placed throughout the base such as the dining facility, gym, and customer service.  To receive a personal response when using the commander's suggestion box, leave your name, unit, and telephone number.  Responses regarding information of general interest to the community, submited anonymously, will be published on the 919th SOW SharePoint page. (U.S. Air Force photo/Tech. Sgt. Jasmin Taylor)

Col. James Phillips, 919th Special Operating Wing commander, has a direct line made available to all personnel through the use of suggestion boxes placed throughout the base such as the dining facility, gym, and customer service. To receive a personal response when using the commander's suggestion box, leave your name, unit, and telephone number. Responses regarding information of general interest to the community, submited anonymously, will be published on the 919th SOW SharePoint page. (U.S. Air Force photo/Tech. Sgt. Jasmin Taylor)

Here are the comments/suggestions and the commander’s responses:

FSS

Comment: FSS/Customer support… needs a sign outside of the gate, close to 85 that states ID cards are by appointment. TSgt Trevino is too nice and is constantly interrupted by people ignoring the sign outside of FSS. I work outside of the FSS and have witnessed this on multiple occasions. This must be extremely frustrating for that office.

Response: We appreciate the suggestion. This is becoming less of a problem as time goes by, but the office has told me that they don’t mind reminding people that they work by appointments for ID cards. We also recognize that emergencies and unforeseen circumstances can arise and are willing to occasionally make exceptions when needed and assist others in making appointments.

Comment: This group of personnel have been very helpful in providing assistance even when it is close to lunch time. Thank you to the staff here and I really appreciate your help.

Response: Thank you for the kind comments.

Comment: MSgt York was very helpful and took the time to train me on vPC so we can be more productive with reports and decorations. MPF is always willing to assist.

Response: Thank you for taking the time to compliment MSgt York, we will pass your comments along. We are happy to provide training to anyone looking to improve their processes.

Comment: SrA Baxter went out of her way to help with getting us a new ID card, even though the office was closed. We were not aware and thought we’d scheduled an appointment online and needed to have the ID before my husband deployed. We were happy to see if we could schedule a new appointment however she decided to go ahead and do the ID for me, having to turn computers on for it. Not only did she save us a trip but she was very kind to take time for us to do all this at the end of the day! We appreciated this so very much and are grateful for the help and kind attitude!

Response: We are so happy to hear this and will make sure that SrA Baxter hears your kind words!

Comment: I would like to thank TSgt Trevino for all his help. I’m a Staff Sergeant in the 7th SFG(A). My ID card expired on the 25 Nov. I went to my unit S1 to receive another one. I was told that their machine was down and to try Duke. Without an appointment TSgt Trevino took care of me. Without his help I would’ve went on leave without a valid ID card. So I took the time to write this letter to say Thank You for all your help TSgt Trevino.

Comment: Excellent Customer Service by TSgt Trevino! My son had lost his dep ID card and this gentleman (TSgt Trevino) was able to squeeze us in before the Thanksgiving Holiday to replace the ID. He was very understanding of my predicament and made us feel that my needs were important being a Duke Field team member. He could have very well sent us away to come back for a schedule appointment per the written policy, but chose to ensure my son was taken care of in a timely manner. Please take time to recognize his excellent customer service!

Comment: TSgt Trevino is amazing! He went out of his way to help me and my family when he did not have to. He even volunteered to come in on his day off to make sure we were taken care of. You don’t see this kind of dedication much anymore, so when I do, I like to make sure his bosses recognize his efforts. You should be proud to have him on your team. He is a true professional.

Comment: Drove to facility from Freeport for a new ID card. Unfortunately was not aware that system had changed to appointments were necessary. Staff were very accommodating and helpful and issued new ID card. Many Thanks! TSgt Trevino, “Great Job!!”

Response: Thank you for taking the time to send your thanks to TSgt Trevino! We will pass along your thanks to him.

Gym

Comment: Men’s shower smell like poopy.

Response: Thank you for notifying us of this issue. We have requested CE look into it to try and identify and correct the issue. Sometimes this is just an issue with the system being overwhelmed as most times of the day there is not a problem.

Furniture

Comment: A website for free furniture that is available on Duke. Easy viewing, Units load pictures & POC.

Response: Thank you for your suggestion. We are going to test this out in the very near future on our Sharepoint site. Pictures of items can be loaded on and will stay through the next UTA. At the end of UTA all the pictures will be deleted and at that point any unclaimed items will need to be properly disposed of or sent to DRMO. We will see how it works!

Comm

Comment: Chris Raulerson, Best Customer Service! Please give kudos for the prompt, fast, friendly service.

Response: Thank you for taking the time to send your thanks to TSgt Chris Raulerson (919th Special Operations Communications Squadron)! We will pass along your thanks to him.

Comment: A customer survey/feedback when comm comes to a workcenter prior to departure to ensure the customer’s issue is resolved and provides feedback to comm leadership. Just like when Dish or Direct TV or Cox Cable comes to your house, the customer signs off on the work order and gives feedback. We’ve had instances when comm came out and said they would come back and never did even though the work order/ticket was closed and the issue was not resolved. Only customers should be permitted to agree to ticket closure.

Response: Unfortunately, the 919th SOCS is not manned like Dish, Cox or DirectTV and the Remedy ticketing system doesn't send a follow up survey to the user that needed assistance. On a daily basis, we have an average of three CSTs for the entire base. Most issues are resolved before the CSTs leave the area, but there are times when they cannot resolve an issue and have to request additional support from Eglin which can sometimes take a day or two before we get their assistance. During that time, we usually try to resolve other tickets or more commonly take care of issues where the customers have not or will not put a ticket in. Every ticket that is closed has a work log of what was done to ensure the task is completed. The customer can use the ESD link or Help desk Icon on their Desktop and read the work log.

If the customer disagrees with the solution or is dissatisfied with the job performed they can email their comments along with the ticket number to 919 SOCS Client Service Center Duke Field 919SOCS.ClientServiceCenter.DukeField@us.af.mil.

If a ticket is closed, and the issues was not resolved we ask that the customer send us the ticket number and we still work that issue. If that ticket does not pertain to the original request or is a new request, a new ticket must be submitted.

Newcomers

Comment: 1. I feel it would be very helpful for newcomers to have an allotted time for “in-processing.” I’m not sure how it works in other Groups, but in the MXG, it takes several UTA’s for a new Airman to obtain all signatures and required documents from different units (Comm, Security, etc). Maybe every Sunday of the UTA, have a certain time that all people required for a checklist be available, almost like a deployment line. That way, the member doesn’t have to “track down” people to get signatures.

Comment: 2. Also, is there a way we can go back to getting uniforms for new member’s directly from Eglin? It takes 5+ months for uniforms to arrive, delaying training, tech school, participation, etc.

Response: Thank you for your comment. The Newcomer’s briefing is designed to provide general Duke knowledge and inprocessing information for programs that apply to all Airmen. Each unit has their own security managers and communication POCs so it would be very difficult to do a mobility line type process. I will have the wing’s process improvement manager look into it to see if there are parts of inprocessing that we could do more efficiently.

As to your other comment, this is the first I have heard of significant delays in ordering uniforms through KYLOC. The short answer to your question is that we cannot go back to purchasing ABUs through clothing sales as we are required to use KYLOC. We still use clothing sales for some parts of the service dress as well as the rank and badges that get sewn on the ABUs. If you are experiencing delays in getting uniforms, please come talk to me or my staff and let’s find out where the problem lies.

Building 3077

Comment: Make the parking in front of HQ for visitors only. Have people who work in the building park on the side or in the rear, especially on UTA weekends. It would give easier access to members who need to stop by HQ.

Response: I agree for the most part. Signs have been ordered and in the near future you will see half of the existing spots dedicated for visitor parking. After having some of the spaces dedicated for visitors we will evaluate and see if that fills the need or if we will make all of the spaces visitor only.

Development and Training Flight

Comment: I’m in the DTF program and just wanted to tell you how great and beneficial the program is. It’s helped my confidence level a log physically and mentally. I’ve been in the program since June 2016 and I’m about to ship to BMT and this experience has been great. Both TSgt Larson and TSgt Taylor have been great especially these past two UTAs. The new structure of the program is great and more interesting. TSgt Taylor is doing a great job of refacing the DTF program. TSgt Taylor has been a great help to me in helping me get things together before I ship so I want to give a special thanks to her.

Response: Thank you, I think all the leaders we have had down at DT&F have done an outstanding job. Because of their hard work, the number of people washing out of BMT has been reduced dramatically. They are obviously doing a good job preparing people like you to succeed at BMT. I wish you the best of luck in training and look forward to bringing you back and serving alongside of you!

Thank you for bringing these issues to my attention; changes have already taken place to address some of these. Whenever possible, provide your name and contact information in case we have follow-up questions for you or to let you know directly what is being done about the issue you bring up.