Everyone in the FAA can “identify” with a PIV card. It gives our identity to others whether in person, on-line, or when entering an FAA facility. It’s exciting to learn the MMAC’s Personal Identity Verification (PIV) Issuance Team (AMC-700) recently won the FAA Dorothy Tharnish Customer Service Award. The Award recognizes an outstanding employee or team that is committed to improving customer service as exhibited by:
This Award recognizes AMC-700’s collaborative efforts in the development and implementation of a uniquely streamlined PIV issuance process. Claudio Manno, (ASH-1) Assistant Administrator for the Office of Security and Hazardous Materials Safety expressed that “the MMAC PIV Issuance Team is the epitome of professionalism and outstanding customer service. As a team, they exhibit extraordinary patience with challenges and always strive to fix any issue on the spot. As a result of their innovative process, they have exceeded expectations and got students and FAA personnel processed in an efficient and expeditious manner. Their contributions exemplify the highest standards of excellence.”
The team developed a streamlined process that allowed Air Traffic (AT) students the ability to receive a PIV card before leaving and reporting to their assigned FAA facility. In 2009, the team issued 153 PIV cards, but thanks to a more customized effort in 2012, the team issued 1,786 PIV cards to AT students. Just last year, Tech Ops students were included in the expansion of services and nearly 2,100 PIV cards were processed. Bill Morgan (AMC-750) Branch Manager for Security and Investigations is responsible for the nomination; he notes “change in process on a national level is no small feat. However, the MMAC PIV Issuance Team rose to the challenge and overcame many obstacles to incorporate new procedures that included the creation of a completely new business process for issuance of Student ID’s.”
It is not uncommon for the PIV team to enroll 60-80 individuals prior to 8 am every morning. Morgan remarked “their goal is to ensure every new AT or Tech Ops student gets the best customer service, as the PIV Office is the first office they see, when they begin their new careers with the FAA.” The team has processed approximately 8,000 PIV cards since the ASH Office began dispensing these ID’s for new students at MMAC. To date, the team has never had a single graduating student leave MMAC without a PIV card, just another reason we can wear the badge proudly. Congratulations PIV Issuance Team!
