AN ANALYSIS OF A U.S. ARMY GARRISON'S CENTRALIZED HUMAN RESOURCES CUSTOMER QUEUING PROCESS AND RECOMMENDED TOOLS FOR IMPROVEMENT
Farmer, Carolyn A.
Shumate, Megan B.
Pickar, Charles K.
Berry, Marsha, AMRDEC
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This research examines the current process and requirements for a U.S. Army garrison's centralized human resource services that affect nearly 40,000 customers. Research was conducted on available technologies and programs that can be used to meet and enhance existing requirements and create a remote waiting room and mobile communication capability. A trade study was compiled to effectively assess technical solutions with the intent to decrease the physical waiting room time for these customers. The trade study identified a hybrid solution that upgrades the existing commercial software and utilizes it with newly developed government software as the best-value solution for meeting the service requirements in this study.
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