Financial services delivery to change

Published April 22, 2009
By Air Force Materiel Command Public Affairs

WRIGHT-PATTERSON AIR FORCE BASE, Ohio -- As everything from banking to making credit card payments to shopping and even tax preparation are going online, the Air Force is leading the way with a new system to deliver financial services to its employees. It's called Financial Services Transformation and consists of two phases: transaction-processing workload migration and a new model for delivery of financial services called the Financial Services Delivery Model.

The initial phase of one of the largest transformations in Air Force Financial Management history took place at Ellsworth AFB, S.D., April 20. This initial centralization of transaction processing is an integral part of the FM strategic plan.

"This transformation is critical for the FM community as well as our customers across the Air Force, but more importantly it's a fundamental change in the way financial services will be delivered well into the future," said Air Force Materiel Command Financial Management Director Brig. Gen. (select) Joseph Ward.

The implementation of FSDM is the second phase of the FM community's migration of financial services. This will include Web-based self-service, a telephone contact center and, if needed, face-to-face help at the local Financial Services office. Providing the backbone for the transformation and support is the Air Force Financial Services Center at Ellsworth. This centrally-located facility was opened in late 2007 to increase efficiency and reduce operating costs needed to deliver financial services to Airmen.

"AFMC is one of the larger Major Commands to make the transition to FSDM," said Chief Master Sgt. Tim Pritchett, AFMC/FM enlisted functional manager. "This move will make it easier, timelier and more efficient for all Airmen to receive financial services. It also dramatically reduces manpower requirements at Financial Services Offices across all AFMC bases and throughout the entire Air Force."

The majority of active duty people are already using many of the features associated with FSDM, such as myPay, LeaveWeb and the Defense Travel System. FSDM ushers in additional help in getting financial services customers need via an extensive online knowledge base that can be accessed from anywhere, anytime. Airmen should continue to make this online knowledge base (accessed via the Air Force Portal) as their first stop for these and other financial services.

"Centralized processing or even customer service is not an entirely new concept for people in the Air Force, but the scope of the FM workload migration is very large," said Mr. Ed Carroll, AFMC/FM representative. "The process is part of the Air Force FM community's move to consolidating the back-shop processing operations currently provided by 139 active duty and Reserve locations worldwide into one operation at AFFSC. As of mid-February, 62 of 139 locations, or 45 percent, have migrated their workload to the AFFSC."

AFMC is adding another 11 locations and 18 percent to those totals.

To help support a smooth transition and prevent delays in payments, Airmen are encouraged to follow a few basic rules when preparing documents for processing by the AFFSC:

· Utilize existing automated systems such as the Defense Travel System, myPay and LeaveWeb
· Claim all reimbursable expenses and annotate proper modes of transportation
· Have a complete set of orders when filing
· Have proper signatures on travel vouchers
· Indicate the amount to be disbursed to the Government Travel Card
· Unit Agency Program Coordinators should be the first stop for GTC issues
· Write clearly and legibly so documents can be easily read
· Conduct a quality check before taking documents to the finance office; AFFSC rejects 10 to 15 percent of documents because of incorrect or missing basic information, which can significantly delay processing times

For more information about Air Force financial services, visit the Air Force Portal and highlight the "Life & Career" tab, then click on "Money-Finance Central," and select the "Air Force Financial Services Center" link.