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RIE cuts customer wait in ID card section

  • Published
  • 72nd Force Support Squadron
TINKER AIR FORCE BASE, Okla. --  Reducing customer wait time is a top priority for the Military Personnel Section's ID card office.

In March, Col. Bob LaBrutta, 72nd Air Base Wing and Tinker installation commander, initiated a rapid improvement event focused on reducing customer wait times in the common access card and identification card process. The RIE team consisted of experts from the 72nd Force Support Squadron, 5th Manpower Requirements Squadron and the Base Manpower Office.

The team conducted a Value Stream Analysis, from the time a member signs-in until the member leaves satisfied, and identified several countermeasures.

Before the RIE, the average Common Access Card processing time was 30 minutes. System failures and office manning often led to delays causing wait times to exceed one hour, especially when the ID card office experienced a high volume of customers. As a result of this lean event, a number of countermeasures are, or soon will be, initiated including: the addition of a permanent civilian position, implementation of a rotating lunch schedule around peak periods and systems and equipment upgrades.

Every minute saved at the MPS is a minute gained to the customer's work center, which will improve productivity for the entire installation. The goal is to cut processing time to 15 minutes. The ID card office sees an average of 70 customers per day, which equates to 350 minutes saved or almost six hours of time given back to the Air Force every day.

In addition to the initiatives mentioned, "we're going to improve our advertisement in high traffic areas, so our customers stay informed of office hours and proper documentation requirements," said 2nd Lt. Ashley Lucy, customer support chief.

CAC information and operating hours are available at the Bowling Center, Medical Group, Bldg. 3001, in the Tinker Living magazine and at www.tinkerliving.com.

"Our main objective is to satisfy the customer's needs efficiently and timely," Lieutenant Lucy added. "This RIE will help us reach that goal so we are able to help them and save them time, so they can be more productive in their jobs."