Department of Defense, U.S. Air Force

Project: Personnel Services Delivery Transformation

Air Force Uses Cloud to Improve Customers’ Access to Information

The Challenge
Total Force A1 Personnel staff to be reduced by 44.3% by 2013. Downsizing results in increased time needed to find customer information, taking resources away from mission-critical activities.

The Solution
Implement RightNow cloud technologies for web self-service, incident management, customer surveys, analytics, and knowledge management.

Projected Results

• Savings of $4M/year in manpower reductions.
• Time for locating customer information reduced from 20 min to 2 min.
• Web/knowledge base hits increased from 180K to 2M/week.
• Increased efficiency and lower operating costs.