JOINT BASE ANDREWS, Md. –
The Joint Base Andrews 316th Civil Engineer Squadron customer service section has significantly reduced the response time for work orders.
"We have made the process faster as a team by ensuring work is completed quickly and fully," said Staff Sgt. Bruce Kelting, 316 CES customer service section operations management technician.
The team uses the protocol process for placing work order requests and streamlines the procedures to enable a quicker turnaround.
"The process for filing a work order request begins with the facility manager calling in the request with the proper building location, work description and contact information," said Tech. Sgt. Thyese Brewton, 316 CES customer service section assistant NCO in-charge of customer service. "From this, we make a determination on the priority of the help ticket and assign the ticket to the shop that will accomplish the work. At that point, the help ticket is assigned a number and is then given to the customer so that they may be able to track the status of their request."
The team has ensured a quicker response time by going above and beyond setting goals for themselves.
"For 'urgent' work orders, the shop has seven calendar days to respond and make certain the area with the issue is changed from a hazardous area into a safe one for personnel," said Sergeant Kelting.
The customer service section not only works together to ensure their mission is completed, they also work jointly with other Joint Base Andrews units, said Tinesha Broadnax, 316 CES customer service section facility services assistant.
"Without the help of other organizations such as communications, security forces, bioenvironmental, airfield management, base safety and the 113th Civil Engineer Squadron the processes we have established would not be possible," said Mrs. Broadnax.