FORT GEORGE G. MEADE, Md. --
Last year, Airmen visiting the 707th Force Support Squadron Education Office were signing in by pen and paper. Additionally, the Education Center Airmen were manually entering those thousands of data inputs into a spreadsheet.
After months of research and collaborating with multiple sections, Capt. Tyrone Martinez, 707th Force Support Squadron Civilian Personnel Liaison Office chief, figured out a way to improve the customer experience at the Education Office through the CQUEUE Electronic Sign-In system, which became fully operational in August 2017.
The new electronic sign-in system provides enhanced customer processing capabilities in order to expedite customer inquiries, drive efficiencies and dramatically improve overall customer satisfaction in support of the 70th Intelligence, Surveillance and Reconnaissance wing and 707th FSS mission requirement, said Martinez.
“The old process was very inefficient and one of the main issues was capturing the reason for the customer’s visit,” Martinez said. “The Education Office has formal training and base training co-located and the process for queuing the customer to the right person was ineffective.”
According to Martinez, the new system is able to identify the need of the customer, queue the Airmen to the right person/office and accurately capture the wait times/peak hours of the Education Center.
How does it work?
Step 1: Airmen show up and approach CQUEUE Electronic Sign-In
Step 2: On the tablet, fill out required information (Rank, name, reason for visit)
Step 3: Have a seat in the lobby and wait for the TV to notify you to see the next available representative
“In the beginning, I was told that I need to ensure that there wasn’t an easier or cheaper solution, such as Excel,” said Martinez. “I called over to other bases that were using [Excel], but with every update pushed out - the sign-in had to be recreated. That seemed very inefficient to me, so I kept on researching and calling over to different units.”
Martinez ended up calling point of contacts at Andrews Air Force Base, Hill AFB, Patrick AFB and Quantico. Using the information gathered from them and their lessons learned, Martinez decided to research the CQUEUE program.
One of the major limiting factors was the “off the network” Wi-Fi internet access, which other bases experienced as well.
The captain teamed up with the 707th Communications Squadron and developed two work around solutions that involved the use of [already purchased] Wireless Mi-Fi Hotspot devices. He also worked with Wing Information Assurance to ensure system use and combat any unforeseen network issues.
Furthermore, a collaboration with the 94th Intelligence Squadron resulted in acquiring six tablets to be reallocated to the 707th FSS, which saved the Air Force $3,600 in equipment costs. The tablets are used to display the CQUEUE app with the welcome screen to greet the customers.
“There was an initial increase in the numbers due to the system being able to capture all aspects of the Education Center, such as Formal Training, Base Training, professional military education/career development course/promotion,” said Martinez. “It allowed for more accuracy of the data briefed to FSS leadership by identifying customer wait times and office peak hours. Driving productivity of the ABLE flight member assisting the office and improved the overall management of the workforce to peak efficiency.”
The electronic sign-in has the potential to be an integral part of the 70th Intelligence, Surveillance and Reconnaissance Wing and it was all started by an Air Force captain that would not take “no” for an answer.
“To leverage the system capabilities, the next phase is to work with the Military Personnel Flight to enable the MPF Customer Service Section to relieve their Airmen from manual entries and notification, driving maximum productivity and efficiency,” said Martinez.
Some possible future locations include the Fitness center and the 7th Intelligence Squadron Customer Support Section.