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Public Sector Cloud Computing: USAF
Case Study: Department of Defense (United States Air Force) – Personnel Services Delivery Transformation
Vivek Kundra, Federal Chief Information Officer
Faced with a mandate to reshape the personnel community, the Air Force Personnel Center needed to reduce the time spent searching for documentation and allow personnel to support war-fighting missions. The Air Force Personnel Center created a program to transform the way Human Resource tools and services were delivered. The primary goal was to create a better customer experience by providing self-service solutions and tracking customer service needs.
The Air Force implemented the Software as a Service (SaaS) solution by RightNow to support its knowledge management, case tracking, contact center tracking and customer survey mission needs. Using tools available in the RightNow solution the Air Force focused on solving fundamental problems, with the way information was organized.
RightNow empowered the Air Force to complete its manpower reduction initiative and save over $4 million annually. Searches on the knowledge base have increased to nearly 2 million per week and customer engagement has increased 70 percent. By using a cloud-based solution, the site has been able to scale to meet fluctuating demand without compromising the customer experience. Customers can now find answers from over 15,000 documents within two minutes, an improvement on the 20 minute wait they faced before the implementation of this solution.1
1 Air Force Office of the Chief Information Officer, May 2010.
Download the full report: [PDF] [DOCX (Word 2007 Format)]
