ID card section makes customer service upgrades Published Jan. 29, 2009 By Micah Garbarino Tinker Public Affairs TINKER AIR FORCE BASE, Okla., -- The ID card section recently started an upgrade to their waiting area that will make it more comfortable for their many customers, and smooth what can be a frustrating process. The office, which serves an average of 2,500 people every month, is visited by active duty members of all services, Guard, Reserve, civilians, contractors, retirees and dependants. To accommodate customers in a more welcoming environment, a wall was removed and the waiting area nearly doubled. More chairs have been added. There is an expanded waiting area for children and an extra television will be installed. Before the upgrade, the waiting area had approximately 25 chairs, as well as a few lining the walls in the hallway outside. During an early morning rush or a lunch-time cram, there was not enough space. Sometimes customers were forced to wait outside, said 1st Lt. Reyna Rodgers, officer in charge of Customer Service. The process of getting a new ID card can be frustrating and confined space can make it worse. "Sometimes folks have had a long day; they may have been bounced from office to office. ...All of these people have served our country, or they are spouses or dependants of someone who served. We owe them the respect to give them a good experience. It's our job to make it better," Lieutenant Rogers said. The section has also implemented new programs and practices to speed the process. "When I came to Tinker two years ago, I waited an hour and a half for a DEERS update and a new ID for my husband. Now, we've got that process down to about 20 minutes," said Lieutenant Rodgers. The reason for their success is due to a couple of changes, said section superintendent, Master Sgt. Patricia Black. "For one, the (computer) system is a lot faster. Also, we rotate people in from other sections during lunch time to make sure every station has someone working it," Sergeant Black said. The section also recently implemented an electronic sign-in system. Once customers sign in, the system tells the customer service section who is waiting, how long they have been waiting and what they are there for. Soon, another screen will be added in the waiting area that will allow customers to see where they are on the list and how much longer they can expect to wait. "From my desk, I can run down the list and see if there is someone who has been waiting for a long period of time, get up and go see how we can better help them," Lieutenant Rodgers said. Customers can also make the ID card process a smoother one by making sure they bring all the required documentation with them, including two valid forms of ID.