1. U.S. Coast Guard Finance Center (FINCEN).
FINCEN pro-actively addressed customer needs during the historic Coast Guard-wide transition to a new finance, accounting and procurement system, the Financial System Modernization Solution (FSMS). FINCEN improved the speed and quality of financial services by coordinating and implementing a surge support effort with the FSMS Incident Management Team consisting of 300 active-duty personnel and 50 contractors. Through outstanding communication and initiative, the team cleared a backlog of over 27,000 invoices, assisted in processing more than 8,000 member payments, refined business processes, automated repetitive manual transactions, and reduced transaction volume.
1. Command, Control, Communications, Computers, Cyber and Information Service Center’s (C5ISC) Intune Transition Team.
The C5ISC Intune Transition Team modernized the Coast Guard’s mobile computing environment, enrolling 7,500 customers in DoD365 Mobile+ within six months, and creating a comprehensive, uniform experience on Microsoft Teams with the same look and feel as a Coast Guard standard workstation. The team collaborated with contracted engineering support, C5ISC project managers, and surge staffing Reservists to ensure flexible, 24/7 support. They responded to 2,000 CGFIXIT tickets, provided about 1,500 hours of live support to the workforce and spent 150 hours educating senior executives on the new capabilities. The team accomplished the transition one month ahead of schedule and enabled productivity anytime, anywhere.
2. Base Miami Beach’s (BMB) Key West (KW) Support Team.
The BMB KW Support Team consists of the following detachments: the Maintenance Augmentation Team (MAT), the Weapons Augmentation Team (WAT), the Asset Material Managers (AMMs), and the Electronic Systems Support Detachment (ESD). During a historic surge in migrant activity, the team conducted Operation SOUTHEAST WATCH (OPSEW) and Operation VIGILANT SENTRY (OVS), providing the parts, logistics, preventative maintenance, and casualty repairs necessary to sustain the heightened pace of operations. Amidst OVS, the BMB KW Support Team responded to Hurricane Ian by relocating the Sector KW Command Center to ensure critical continuity of operations. Throughout these endeavors, the team’s exceptional customer service was on full display!
3. Command, Control, Communications, Computers, Cyber and Information Service Center (C5ISC) District 7 (D7) Maritime Interception Operations (MIO) Application Response Team.
The C5ISC D7 MIO Team developed innovative solutions to address outdated processes for tracking the movement of unprecedented numbers of people attempting to migrate from Cuba and Haiti. Team members worked with software developers and other D7 personnel to integrate and enhance existing tools; fixes decreased data entry and SITREP development time by more than 75%. The team also developed a replacement enforcement application that allows for true synchronous data exchange, providing real-time migrant status information to operational commanders.
1. Storekeeper 2nd Class Petty Officer Caleb Curran, independent duty storekeeper onboard Coast Guard Cutter Bristol Bay.
Curran’s superb communication and technical skills increased the operational readiness of CGC Bristol Bay. He led the crew through the FSMS transition by conducting training on new systems, including the Procurement Requisition Expedited Service System (P.R.E.S.S. V1.0 and V2.0). As a result, corrections were made to deficiencies in property management and procurement processes. Curran went the extra mile to facilitate appropriate funding, scheduling and receipt of items and services to meet operational demands. Likewise, he purchased and arranged services for emergent needs, including support to the unit after a catastrophic failure of the hydraulic power unit engine and pumps. His actions restored the unit to full mission capability, allowing it to service 43 floating aids to navigation.
2. Chief Warrant Officer Harrison Stanley, Sector Field Office Southwest Harbor (SFO SWH) Supervisor and Sector Northern New England (SNNE) facilities engineer.
Stanley provided outstanding technical expertise and innovative thinking while developing and helping implement a multi-year strategic plan with Civil Engineering Unit Providence and Sector Logistics to recapitalize and repair SNNE’s aging shore portfolio. He obtained funding and expedited multiple projects from a $100M backlog. He managed $4M in FY22 critical infrastructure projects and secured more than $4.4M in FY24 infrastructure funding. He leveraged resources to maintain support readiness for more than 370 shore facilities. Stanley also improved quality of life for Coast Guard members by administering funds to renovate SFO’s multisport complex and boathouse, replace recreation infrastructure and acquire heavy equipment for housing development. In addition, to mitigate a vacancy in the local housing office, he took on extra duties to ensure housing repairs and availability for incoming personnel.
3. Yeoman 1st Class Petty Officer Christine Cioe, Base Charleston personnel and administration (P&A) supervisor.
Cioe took the initiative to improve the speed and quality of personnel support during the Coast Guard’s financial and travel system modernization. While serving as the only Base Charleston P&A supervisor, she worked closely with the Pay and Personnel Center and the Human Resources Directorate (CG-1) to streamline yeoman support services. She identified and resolved a discrepancy in pay procedures for members who were assigned to cutters and being separated, and the comprehensive solution she recommended led to the applicable user guides being updated for fleet-wide use. While supporting recruiting initiatives, Cioe identified a common error in Direct Access and recommended solutions, which led to Coast Guard-wide changes that prevent the error’s recurrence, consolidate direct commission officer benefits packages and reduce processing time for Service entry.
Information and eligibility requirements for the 2023 Excellence in Customer Service Awards will be available this fall.