NPC Customer Service Center detailer pilot program answers the call
3/3/2010
by MC1(AW) LaTunya Howard
MILLINGTON, Tenn. (NNS) -- A detailing pilot program to help Sailors get answers to their detailing questions and reduce detailers call volume will expand March 5.

The pilot program conducted by Navy Personnel Command (NPC) Customer Service Center (CSC) screened all aviation ordnanceman (AO) detailer calls through the CSC to evaluate how many questions could be resolved without direct detailer contact.

"We decided to look at ways of using technology to leverage the communications process between Sailors and their detailers," said Greg Moody, program manager CSC. "The objective of the pilot was to address the disproportion with the Sailor-to-detailer ratio."

The AO rating was the first rating tested, and resulted in a 25 percent reduction of direct calls to the detailers. This equals about 600 calls per month, freeing the detailer to work in other areas such as order writing, administrative tasks or taking more complex calls the CSC could not answer. The pilot will expand to the surface electronics technician (ET) rating next.

"I'm excited for my community to be a part of the pilot," said Master Chief Electronics Technician (SW/AW) Stephen Gnandt, surface ET lead detailer. "With five detailers responsible for 6,600 Sailors, the CSC is a great tool. It will make communications better for everyone."

"Well, you do the math," said Master Chief Aviation Ordnanceman (AW) Tim Falls, AO lead detailer. "I have four detailers who are responsible for approximately 2,000 Sailors each. If the CSC, or for that matter, a career counselor can answer a question for the Sailor, that greatly improves the overall service we can provide to the fleet."

The CSC was established in 2002 with NAVADMIN 163/02 for the purpose of providing support to Sailors and their families around the world. They do this by supplying answers to a wide variety of career-related questions on Navy programs, policies, pay, benefits and selection boards. Sailors can call 1-866-U-ASK-NPC, Monday through Friday from 7a.m.-7p.m. CST or submit e-mails to cscmailbox@navy.mil.

"We are always reviewing our operation and how we serve our Sailors," said Moody. "Getting those who need information to the proper resources is what we do."

Sailors not in the two pilot ratings should still take full advantage of the immediacy the CSC offers.