Customer Care Program is one-of-a-kind

Published July 7, 2016
By Master Sgt. Martin Moyano
21st Civil Engineer Squadron

PETERSON AIR FORCE BASE, Colo. -- Civil Engineer operations have changed through CE transformation, refocusing efforts on reducing risk to local missions and standardizing maintenance tasks across the Air Force. With this effort, Air Force civil engineers improve the quality of support provided to Air Force bases.

To better assist Team Pete, the 21st Civil Engineer Squadron launched the “Customer Care Program”. The program immerses commanders in how CE supports them and, in turn, provides opportunity for feedback on how CE processes can better meet unit needs and missions.

Facility Managers play a crucial role in the sustainability of Peterson Air Force Base, holding responsibility for care, custody, and protection of assigned facilities. The Customer Care Program provides a detailed list of facility manager responsibilities in accordance with Air Force Instruction 32-1001. Through the program, squadron commanders are informed of their facility managers’ primary requirements, provide a copy of the organizations’ facility manager list, and discuss CE policies and special interest items.

The program meets commanders’ expectations using a more personal approach. This one-of-a-kind outreach program illustrates CE processes in order to sustain facilities across the Air Force. The 21st CES puts forth a conscious effort to elevate customer service to a higher standard to optimize operations.

Budgetary challenges facing the nation, Department of Defense, and the Air Force require tough choices, innovative solutions, and a new mindset going forward. As a result, Air Force civil engineers are transforming the way wing and combatant commanders are supported in an effort to conduct more efficient and effective installation support. Customer care is the bridge to communicate, operate, and provide support in a more proactive fashion to better meet Peterson AFB mission requirements.

To date, the 21st Force Support Squadron and 21st Logistics Readiness Squadron take part in and benefit from this program. The 21st CES is working on an aggressive schedule to provide the program to the remaining Team Pete squadrons.