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Excellence in Practice Awards 2014

THE ELITE: Marine Corps Pacific Region DTS Tier II Help Desk

The Elite Award recognizes a local help desk team whose superior efforts result in continuous improvement and outstanding customer care.

This year’s recipient is the Marine Corps Pacific Region DTS Tier II Help Desk.  The Pacific Region DTS Tier II Help Desk’s motto, “The Traveler Always Comes First,” is personified by exemplary customer service to its 21,000 travelers.  The Pacific Region is the home to the most frequent travelers in the Marine Corps, yet this help desk team is able to balance customer support while providing a comprehensive training program for its customers.  The heart of the team’s training program is its DTS Assist Visit Program, which allows members of the team to visit local organizations to perform informal inspections and conduct on-the-spot training to correct deficiencies. Prior to conducting an assist visit, the team conducts a post-payment audit of the organization’s vouchers, develops recommendations, and then conducts deskside training for the organization’s Organization Defense Travel Administrators.  This targeted training has increased compliance throughout the Pacific Region and has reduced trouble tickets for the Help Desk. As a result of its strong customer focus and targeted training, the Pacific Region DTS Tier II Help Desk demonstrates what it means to be an elite help desk team.

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