Building 430 ready for a new era of customer service

Building 430 ready for a new era of customer service

HILL AIR FORCE BASE, Utah — The dust has settled on construction of building 430, as renovations have completed and business is back to normal.

Customers of the building, which houses a number of Hill’s customer service organizations, will notice major improvements with the recently completed face lift, including improved scheduling and wait times for Common Access Card (CAC) renewals and the ability to “one-stop shop” for many customer services that previously would require visiting multiple buildings.

“We are very proud of the construction on this building, which was a total team effort,” said Moses Thompson, director of operations for the 75th Force Support Squadron. “We are able to provide even more support to Team Hill members and their families.”

Building 430 brings together multiple agencies in one location, including the 75th Comptroller Squadron, TMO/Passenger Travel, manpower and organization, civilian and military personnel, OL directorate of personnel, AFMC classification and staffing operations, retiree affairs, and the 419th Force Support Squadron.

The renovations also brought additional Pass and ID services, relocated all the direct customer service activities to the front of the building, and converted the Team Hill Conference Room into a consolidated waiting area. TMO/Passenger Travel offices, civilian personnel and manpower sections and the customer waiting area were all upgraded.

The total cost of the project was about $435,000.

Perhaps the most noticeable change is the addition of a new ID card section, which has help accommodate recent changes to the Military Personnel Flight’s operating procedures.

“Scheduling and wait times have improved significantly since last fall,” Thompson said. “Most of this improvement is due to a manpower increase, which has enabled us to operate five renewal stations and extend our operating hours, doubling the amount of ID cards we can produce each week.”

Thompson said these changes, as well as now allowing walk-in customers, has helped decrease appointment wait times from 75 to 17 days. Self-service kiosks will soon be added for dependent and retiree ID card renewals to further improve the process. This new system is scheduled to be operational in May and will eliminate the need to schedule an appointment.

“Customers will simply input their information and the MPF will produce their ID card, calling the customer when it’s ready to pick up,” Thompson said.

The MPF services more than 20,000 customers annually. Moses said ID stations are open to 6 p.m., with late afternoon being the best time for card renewals.

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