The United States Air Force Total Force Service Center (TFSC) implements programs covering all aspects of the personnel lifecycle, including accessions, education and training, assignments and deployments, promotions, evaluations, retirements, and separations for United States Air Force military and civilian personnel. TFSC employs a diverse workforce of Air Force active military, civilian, guard, and contractor staff responsible for personnel programs, policies, and operations for military, civilian, and retirees worldwide.
TFSC needed to update its legacy, case- and knowledge-management systems, which were old, outmoded, and poorly integrated. In addition, due to mandated resource reductions, the organization needed to become more efficient. It sought a solution to improve customer satisfaction among Air Force personnel and provide better access to critical personnel information without requiring increased manpower. With Oracle RightNow Knowledge Foundation Cloud Service, TFSC was able to create a seamless and secure web environment that enabled the organization to meet these goals, raising customer satisfaction rates from “poor” to “very good.”