An official website of the United States government
A .mil website belongs to an official U.S. Department of Defense organization in the United States.
A lock (lock ) or https:// means you’ve safely connected to the .mil website. Share sensitive information only on official, secure websites.

ARPC reaches milestone of service

  • Published
  • By Mike Molina
  • Editor
DENVER --  The Air Reserve Personnel Center demonstrated the significance of personnel service delivery transformation and centralized service by surpassing 1 million customer issues earlier this summer.

"This brings forward how personnel service has been consolidated here at Total Force Service Center - Denver," said Sara Simms, Call Center branch chief in ARPC's directorate of personnel services. "We are one-stop shopping, taking care of our Airmen and their families."

In October 2004, ARPC implemented a customer relationship management strategy and online capabilities through the center's personnel service Web site - the virtual Personnel Center - Guard and Reserve. At the time, the center got as few as 45 issues a month outside of customer's phone inquiries.

Today ARPC averages more than 13,000 issues each month in response to phone calls, e-mail, fax, mail or via the Web. Issues are electronic memos that are generated automatically by customer's Web-based requests, or by ARPC phone counselors.

The issue tracks and records the customer's interaction with ARPC and any subsequent work that is done to complete the request. Each issue is also added to the customer's profile and history, and is housed in vPC-GR's customer relationship management capabilities.

"It provides a historical database for both the customer and counselor to see the progress of the request," Ms. Simms said.

The 1 millionth issue was received July 30 through the Awards and Decorations application of vPC-GR.

The advent of vPC-GR and the flexibility of 24/7 personnel service online has coincided with the dramatic increase of monthly issues ARPC officials have seen during the last five years.

"If you offer customers something that is convenient, they are going to use it," said Dave Aldrich, ARPC's director of personnel services. "The Web capabilities are tools that customers want."

ARPC's customers can access as many as 58 online applications through vPC-GR. Those applications include:

- Requests for 20-year letters
- Awards and decorations
- Enlisted performance report/officer performance report requests
- Mortgage letter
- Officer promotion board counseling
- Officer promotion board letter
- Changes and corrections to military service dates
- Duty history
- Retirement

ARPC increased their customer base in March 2007 when it began serving Air National Guardsmen.

The Center provides personnel and administrative support to nearly 1 million Air Force Reserve, Air National Guard and retired Airmen.