PN Doe was doing all that she could for SN Frost.
However, her explanation of what had happened, what
action she was taking, and what SN Frost should do as
an alternative was just as important to the customers
The value of the extra step is difficult to measure,
but its effect is easily seen.
CASE NUMBER 5
PO Seaman recently completes a tour of overseas
shore duty and he is now on CONUS shore duty at a
small station served by the disbursing officer of an
activity some distance away. On his previous
assignment he and his wife lived in government
quarters. Before leaving his previous station, PO
Seaman had started an allotment to his wife and had it
sent to her parents address.
PO Seaman isnt surprised when he does not receive
a check on the first payday after reporting in; nor is he
too concerned when he draws a blank on the second,
since his wife has started receiving her allotment checks.
When the third payday still brings no check, he
decides that he has waited long enough. He takes his
problem to the administration office, and the YN places
a call to the disbursing office.
The YN explains to the DK that PO Seaman has now
been aboard almost 2 months and has not been paid
during that time. The DK obtains PO Seamans Personal
Financial Record and informs the YN that PO Seaman
has no pay cominghe is actually overpaid.
When will the overpayment be liquidated, and
when will he receive a check? the YN asks.
The DK replies, At the rate hes goingnever. He
is going deeper in the hole each month.
PO Seaman has heard enough to know that
something is wrong. May I talk to him? he asks.
Taking the phone, he identifies himself and asks what
the problem is. The DK gives him a breakdown of
credits and deductions. PO Seaman adds them up and
exclaims, Somethings wrong! The DK at my last
station said I would draw around $50 a payday. Are you
sure you gave me all the figures?
Ive given you everything on your LES. Say, are
I sure am. Thats who the allotment is going to.
Why arent you getting BAQ asks the DK.
Thats a good question. You answer it.
We can start it now. Youll have to submit an
application for BAQ.
What for? Ive been married 5 years. You mean that
isnt on my record? PO Seaman is becoming angry.
The YN motions for the phone and PO Seaman
gives it to him.
Let me speak to the disbursing officer to see if we
can straighten this out, he tells the DK.
The DK is glad to oblige; he cant see why PO
Seaman is so excited.
When the disbursing officer answers, the YN
explains the problem and asks for advice. It doesnt take
the disbursing officer long to conclude what has
happenedthe housing office had not provided the pay
order that would have started PO Seamans BAQ
effective the day following his departure. He tells the
YN, Send us a pay order starting PO Seamans BAQ
as of the day he reported. That will take care of the
overpayment, and we will send a check for the balance.
In the meantime, we will send a letter to the housing
office at his former command to request the pay order
that should have been provided before he left. As soon
as we get that, a check will be issued to cover the balance
of PO Seamans back pay.
EVALUATION OF CASE NUMBER 5
Several actions and failures could be evaluated in
this case, but lets concentrate on the response given to
the remote customer.