New FM platform goes beyond pay

  • Published
  • By Natalie Stanley
  • 926th Wing

The 926th Wing Financial Management Office now has an E-Ticket System to address military pay and travel pay issues.

The primary goal of the FM ticket system is to help provide excellent customer service through clear communication said the creator of the new platform, 926th Wing’s Master Sgt. Richard Garcia, administration functional manager and Development and Training Flight, flight chief.

FM has been working to improve their customer service processes, which were previously primarily email based due to the pandemic and manning constraints.

“By minimizing the amount of requests being processed via e-mail, we can avoid the inherent risk of limited visibility and misplacement,” said Garcia.

The new system was built after wing leadership began to examine which offices and processes would benefit from using updated platforms similar to ones Garcia had built in the past, including one to track student flight training requirements, keeping wing leadership up-to-date on vital information.

Garcia said the system was a mutual effort with FM, as he immersed himself for several weeks with their processes in order to understand technician and customer needs and to conduct several platform tests and training.

As a now operational system with nearly 130 tickets in its first week, Garcia said they have solidified the vital role SharePoint plays in a geographically separated wing like the 926th.

“I believe the importance of this system transcends improving a critical customer service issue, it legitimizes our ability to innovate with the tools and experience we currently have at the 926th WG,” he said.

The system sparked interest in several other wing organizations and Garcia hopes it will lead to not only continued improvement and implementation processes, but to Airmen feeling empowered.

“I feel a great sense of belonging," said Garcia. "The request to support this project made me feel trusted and valued as a member of the wing."