7
ACC Installations Supported
61
Core Full-Time Personnel
4
Personnel Service Components
4
Labor Categories Deployed
The Situation
Air Combat Command (ACC) operates the Air Force’s primary force-presentation command, providing combat airpower to combatant commanders worldwide. ACC installations support large populations of active-duty Airmen, civilians, family members, and retirees who require responsive Military Personnel Flight (MPF) and Civilian Personnel Office (CPO) services. The volume and complexity of personnel transactions, from DEERS enrollment and CAC issuance through awards processing and personnel data system management, exceeds what organic government staffing can sustain across seven geographically distributed installations.
ACC requires contractor-provided non-personal services to augment MPF and CPO operations at Davis-Monthan AFB, Joint Base Langley-Eustis, Moody AFB, Mountain Home AFB, Nellis AFB, Seymour Johnson AFB, and Shaw AFB. The scope spans four major personnel service components: Customer Service, Awards and Decorations, Cyber Security Liaison, and Personnel Systems Management, each operating under Air Force Instructions and DoD regulations with defined performance standards.
Our Approach
GTS provides 61 core full-time personnel across four labor categories at seven ACC installations, with an additional five optional FTE positions available at government discretion. Each installation is staffed with Personnel Assistants (I and II), a Cyber Security Liaison, and a Personnel Computer Support Technician/Cyber Liaison, ensuring full coverage of all MPF and CPO functional requirements.
Customer Service personnel operate DEERS and RAPIDS terminals to process identification transactions in accordance with AFI 36-3026 and DoDI 1000.13. Services include CAC issuance and retrieval, USID card production, beneficiary enrollment, SGLI/FSGLI election administration through SOES, and secondary dependency processing. Phone calls are answered within two minutes, and same-day completion standards apply to enrollment and card issuance actions.
Awards and Decorations support serves as the installation-level focal point for officer, enlisted, and unit awards actions. Cyber Security Liaison personnel provide information management and cybersecurity support to the MPF and Force Support Squadron configuration. Personnel Systems Management provides the functional link between the MPF, CPO, Commander’s Support Staffs, and the Military and Civilian Personnel Data Systems, processing transaction register actions and providing MILPDS and DCPDS system support.
All contractor personnel identify themselves as “Contractor” in every communication and representation. Employees with reserve or retired military affiliations perform duties without reference to military rank, preserving non-personal services boundaries throughout the engagement.
The Results
GTS delivers consistent personnel services performance across all seven ACC installations, maintaining same-day transaction completion standards, MILPDS accuracy thresholds, and phone response times within the two-minute standard. The distributed workforce model, with site-level staffing ranging from 7 to 11 FTE depending on installation population, demonstrates GTS’s capacity to scale HR support delivery across geographically separated Air Force operational environments while maintaining uniform service quality under centralized program management.
