WRIGHT-PATTERSON AIR FORCE BASE, Ohio -- Customers seeking services from the 445th Force Support Squadron are greeted by a new, digital sign in system. Featuring a user-friendly interface, the kiosk adds customers to the queue for each office located within FSS.
During sign in, the kiosk delineates tasks for which each office is responsible, then notifies that office of the customer’s arrival. This helps to prevent Airmen from wandering the building seeking the appropriate office to assist them.
“An available representative from the office can come meet that person in the hallway and assist them,” said Airman Hayden Dutro, knowledge management apprentice, 445th FSS.
Inside the customer support office, for example, a monitor mounted on the wall of the office shows a running list of each person awaiting service and designates which specific task they require assistance.
“This has improved our efficiency, reduced customers’ wait time, and eliminated paper waste associated with a handwritten log sheet,” said Tech. Sgt. Catherine Gamble, NCO in charge of customer support, 445th FSS.
During peak times when there is a backlog, customers can opt to wait offsite. When their name is approaching the top of the queue, they’ll receive a text message to return to the customer support office to meet with a technician.
“We’re still learning all of the capabilities of the kiosk, but so far the most valuable feature we’ve identified is the text message notification system,” Gamble said.
Due to COVID-19, only a limited number of people can wait in the lobby so having the text notification option is dual purpose as it minimizes the risk of potential exposure to the virus, and enables members to accomplish other tasks while waiting their turn.
“We serve the entire base, so a lot of people come through here,” she added. “This helps us manage the flow much better.”
Following peak times, the kiosk compiles metric data from which reports can be pulled. Prior to installing the kiosk, the only way to glean that data was by sifting through paper sign-in logs and creating spreadsheets.
“Now when AFRC asks us for reports, we can provide the raw data to them at the touch of a button,” said Chief Master Sgt. James Candler, squadron superintendent, 445th Force Support Squadron.
System administrators can also filter the data to view how many people come to FSS by the day or time, the average wait time, or average length of time being served.
“During the April Scarlet unit training assembly, 92 customers signed in on the kiosk,” Dutro said. A recent technical school graduate and brand new to the military, Dutro was the key individual responsible for setting up the kiosk and orienting administrators on the system.
In the end, both customers and technicians benefit from the digital system and the way it simplifies the sign in process while reducing the experienced wait time.
“It’s a win for the customers and it’s a win for us as a whole,” Gamble said. “This was a big step forward into the age of technology.”