By Denise Lhamon
Directorate of Public Works
White Sands Missile Range Directorate of Public Works will change the way it does business in handling the way they accept electronic and telephonic service and work orders.
For a little under a year, the Directorate of Public Works was without two crucial positions that accepted and processed the service and work orders. The employee who was assigned to cover both the service and work order desk left DPW in pursuit of another position, and Edmond “Mr. B” Braswell, who covered service orders only, retired this past year. Without these key positions, the DPW was left in a very tight spot.
“Without either function filled a strain was put on DPW’s BOID Division,” said Rita Bencomo-Garcia, DPW’s Work Management branch chief. “Pulling another employee to cover additional duties was overwhelming for both the employee and the division.”
When asked how the vacancies affected customer interface, Bencomo-Garcia replied, “We worked with the customers to keep everything on an even flow. We worked hard and tried to minimize disruption.”
Geneva Chavez, the employee who stepped up to fill in the vacant spots, admitted the job was not easy.
“It was a lot of responsibility,” Chavez said. “But the rest of DPW assisted me so the transition was much simpler. The shops were especially helpful. Thankfully now, the positions have been filled.”
Filling the positions are Deborah Legue and Karmin Taylor. Both are responsible for work and service orders. Unlike previous work and service order clerks Taylor and Legue are responsible for assigned organizations within the installation. Each will support an equal amount from both Garrison Command and Test Center Command organizations. Splitting the workload between two people allows for more attention to detail, quicker processing time, and less chance of a missed or unanswered call, and a more personalized experience for the customer. DPW can now streamline its workflow.
“In the long run it is beneficial to the entire installation,” Rita Bencomo-Garcia said. “Because now we have individuals dedicated to specific organizations.”
Benefits are not just for customers within the main cantonment area, but will extend up through Stallion Range Center. Customers can expect a friendly, dedicated point of contact to answer the call when trouble happens.
“It’s not something you can learn right out of a book,” Taylor said. “Every order is different and challenging. But set work order and service order clerks will help provide better customer service and a more personal relationship.”
Taylor is responsible for the following: AAO, ACA, ADG, AF1, AF2, AF3, AF4, AF5, AF6, AF7, ARL, CAL, CCM, CHP, CID, CPA, CTV, DHR, DPW, DNY, EEO, HAB, IGO, INT, JAG, MWR, PLD, POS, RCI, SAF, TRA, and UPH.
Legue is responsible for the following: ACS, AFE, COE, CSM, DES, DSD, DTR, FBR, FCU, FRC, FTW GAR, GRM, HEL, IRO, KAI, LOG, LOI MIT, MTD, NTG, OCG, PAO, PIO, RMS, ROD, SED, STR, SVD, TCC, and INF.
The DPW welcomes any customers that would like to come in and meet Legue and Taylor to see the person behind their work request or service order.
Taylor can be reached at (575) 678-3421 and Legue can be contacted at (575) 678-2741. The trouble desk number is (575) 678-1116.