EIELSON AIR FORCE BASE, Alaska -- EIELSON AIR FORCE BASE, Alaska -- The 354th Force Support Squadron is set to launch the Customer Service Portal (CSP) on March 3, to streamline customer service actions at Eielson AFB.
The CSP is an automated inquiry management system enabling customers to request and receive online assistance. Similar systems have been implemented across the Air Force, to enhance responsiveness and service quality.
“With the Customer Service Portal, we’ll be able to receive requests from anywhere, track those members' requests and input them into the virtual Military Personnel Flight system in a timely manner,” said Tech. Sgt. Desiree White, 354th Force Support Squadron MPF NCO in charge.
Members will now receive help with assignment tracking, career development, awards and decorations, in-processing and out-processing, and more using the CSP.
“Members and supervisors at all levels can view the status of a member's case,” said Master Sgt Victoria Fisher, 354th FSS MPF flight chief. ”Documents are maintained in the cloud and inquiries are archived for future reference. Moreover, the MPF can organize, prioritize and elevate inquiries at any time during the lifecycle of the ticket, making this system much more reliable and intuitive compared to our regular organizational email boxes.”
The CSP enhances transparency between customers and MPF staff by keeping a record of all correspondence. it allows users access from any CAC-enabled device, providing greater convenience and flexibility.
As CSP enters its early phase, customers, leadership, and staff will quickly experience its benefits, said. White. Members can submit inquiries without leaving their units or disrupting their workflow, eliminating the need to wait at the customer service desk. More importantly, units across the base will recoup those work hours while personnel focus on resolving exponentially more inquiries than what the customer service window currently provides. Once the CSP goes live, customers will receive an email with the link. Eventually, as the portal will also be directly accessible on their desktops, a seamless experience.