Category 1: Building a Customer-Focused Culture
DEFENSE MANPOWER DATA CENTER: CUSTOMER CONNECT PORTAL AND VIRTUAL LIAISON
U.S. Department of War
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Jennifer Hewitt
Customer Service Support Project Manager
Charles Jackson
Management Analyst
Gary McCarthy
Management Analyst
Mickey Peterson
Customer Care Director
Tatyana Levin
My Authentication (myAuth) Program Manager
Jennifer Walker
Senior Advisor/Director
Michael Talavera
Information Specialist
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The Personnel Readiness Management Agency (PRMA) and its Defense Manpower Data Center (DMDC) Support Office are being honored in Category 1: Building a Customer Focused Culture for transforming how millions of Service Members, retirees, Veterans, and their families access essential benefits and support. Through the launch of the Customer Connect Portal, the team replaced outdated, manual processes with a modern, secure, and customer-centered digital experience that provides around-the-clock access to critical DEERS services. Their leadership has reimagined customer support by making interactions faster, more transparent, and significantly more convenient for the Department of War community.
The team developed a comprehensive self-service platform that gives users 24/7 access to knowledge resources, digital case submission, real-time case tracking, and automated status updates. The portal also features the Virtual Agent Liaison (VAL), which provides immediate assistance and securely guides users through common account updates and eligibility questions. By shifting from phone-based support and paper-driven processes to an intuitive digital experience, the team has improved accessibility, strengthened data integrity, and empowered customers to complete many transactions independently without visiting an ID card office.
The impact has been immediate and far-reaching. Within its first month, the Customer Connect Portal recorded more than 6,300 logins from nearly 5,000 unique users, and it is now available to more than 2.5 million myAuth users across the Department of Defense. The portal has increased online divorce decree updates by 72% and date-of-birth corrections by 61%, reducing the need for in-person appointments while saving customers valuable time and effort. Through innovation and a relentless focus on customer needs, PRMA and the DMDC Support Office have modernized access to critical military benefits and set a new standard for digital government service.