Improving Customer Service
- NPRC Reorganization
- Medical Registry System
- Cold War Recognition Certificate
- Philippine Army and Guerrilla Records
NPRC Reorganization
NPRC has transformed the way it responds to inquiries, to provide dramatically improved customer service. This Business Process Reengineering project has changed structures and systems that in some cases have been in place since the center was formed 40 years ago.
We now make greater use of personal computers to track requests and to help employees provide customers with more focused and timely assistance. Our technicians have developed the skills to decide when and how to contact requesters by phone, e-mail, or fax to obtain additional information that will assist them in locating the requested military service record or will clarify what information the customer needs.
Although we continue to receive requests with a handwritten signature, either by mail or by fax, we now are offering customers the option of requesting information over the Internet. This change, along with an enhanced request tracking and reporting system deployed in the summer of 2002, was the last piece of the reengineering project.
This project has been compared with changing a tire on a moving vehicle. During the entire time we renovated work areas, relocated and reorganized employees into teams, and provided extensive training on the new equipment and systems, we continued to receive thousands of new requests each day. We're trying our best to meet our customers needs and exceed their expectations!
Cold War Recognition Certificate
NPRC participates in providing information for the Cold War Recognition Certificate.
Philippine Army and Guerrilla Records
NPRC receives the Philippine Army and Guerrilla Record files from Army Reserve Personnel Command.
"NARA ensures, for the Citizen and the Public Servant, for the President and the Congress and the Courts, ready access to essential evidence."