After engaging with senior MOAA leadership, officials with the Defense Finance and Accounting Service (DFAS) have dedicated a customer service mapping team to investigate and analyze their systems, with a goal of reducing backlog and improving customer service.
This move shows the impact of dedicated MOAA member feedback regarding long wait times and poor service. A November article at MOAA.org addressing these complaints led to the recent, positive engagement between MOAA and DFAS leaders.
If you have detailed notes and phone logs of a resolved challenge, your story is important. You can send these materials to dfas.customer.mapping@mail.mil for inclusion in the DFAS investigation.
The customer service mapping team will use a Lean Six Sigma-type approach, where they take an already resolved problem and map the system from start to finish to determine what went wrong and how to make systems faster and more responsive.
DFAS is especially looking for Reserve and Guard members who experienced delayed retirement processing and now have begun to receive their retirement payments. Anyone in this group who wants to participate should send an email to the above address with the following information:
- Name
- Service branch
- Phone number
- Email address
- Mailing Address
- Retirement Date
DFAS will identify a representative sample of servicemembers and contact them to arrange interviews. Those with positive DFAS experiences are also welcome to submit feedback as part of the analysis.
[RELATED: MOAA’s Financial Resources]
Some backlog (and frustration) stems from from service-specific personnel processing centers. DFAS will continue to work with customers and partners across DoD to map the system. When the study is complete, DFAS will work with service personnel centers to develop solutions to offer quality products and services to active duty and reserve servicemembers, retirees, and civilian employees.
MOAA will continue to advocate for improved customer service across the spectrum of financial and personnel processing action. Advocacy for a “no closed door” policy will continue as some members face hourlong waits on the phone, only to reach an unhelpful representative.
If you have an ongoing challenge with DFAS, please inform our Member Service Center by calling (800) 234-6622 or emailing MSC@moaa.org.
