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NEWS | Oct. 8, 2021

Feedback Fridays

By Brig. Gen. Caroline M. Miller 502d Air Base Wing Commander

Feedback Fridays is a weekly forum that aims to connect the 502d Air Base Wing with members of the Joint Base San Antonio community. Questions are collected during commander’s calls, town hall meetings and throughout the week.

If you have a question or concern, please send an email to jbsapublicaffairs@gmail.com using the subject line “Feedback Fridays.” Questions will be further researched and published as information becomes available.

Q: I had to wait in line for 2 1/2 hours at finance this week, despite getting in line at the time they opened. The last time I was here a month or two ago I had to wait for more than an hour.

I have back problems so it’s very difficult for me. I would like for the finance office to find ways to reduce the wait time by having more than one person at the window to help or to offer callbacks.

I’m sure there is some sort of solution that can happen so this doesn’t keep happening.

A: Thank you for the feedback. As we continue to communicate the hours changes the Comptroller Squadron can support based on recent deployment tasking we are emphasizing the use of our virtual customer platform, Comptroller Services Portal, or CSP, which is now the Air Force standard at all active duty installations. 

A flyer is posted near the door to the customer service lobby at each JBSA location so permanent party employees who have access can get their questions to us and save the trip and wait in line. 

JBSA was the third base in the Air Force to turn on CSP back in May 2020, as we adapted our operation in response to COVID-10 and the volume of work at JBSA.  We’ve found success with the CPTS team’s ability to focus on one stream of customers as much as possible while keeping the conversation with the customer clearly written for historical research.

Our analysis shows to handle customer inquiries via phone would take at least 11 technicians, which is an unsupportable number.  Additionally, CPTS members would still have to write down the issue and coordinate documents for member signatures as we need to verify member information and maintain auditable documents to make updates to individual pay records. 

This is where CSP helps accelerate change clearly as the conversation is never lost in translation or in one person’s ability to quickly scribe notes on the question. 

Customers can re-open inquiries for up to 21 days after resolution if questions remain.  This enables customers to not start the conversation over again as CSP maintains documents and the discussion. 

Furthermore, we’ve posted 23 Knowledge Articles with required documents and templates on a variety of civilian, military, and travel pay topics.  Customers who begin by reading Knowledge Articles first submit more actionable inquiries and see faster updates to their pay. We continue to add Knowledge Articles each month so always check there first before submitting a question as the answer may already be out there.

Finally, using CSP means you can get inquiries to us anywhere you have an Internet connection and CAC-reader, 24/7/365.

We continue to push information and updates through mission partner forums, command, and first sergeant channels steadily as our ops have changed.  This will help everyone stay mission-focused while saving the trip and not wait in a physical line.