I concur with the previous comment about lack of policy between ESD and Bases. The ESD is not following the guidance they published. The bases are working harder with less administrative rights. Customers are frustrated and they blame the us (Operations). The other issue that we have is the hold time and disconnected calls. The current ESD is several steps backward from what the customer expects and deserves. Think about a web-based interface for the customer to resolve simple issues. Think about a better phone system that can record phone numbers so the ESD can call the customer back. Some very simple industry strandard solutions. We can do better; we have to do better.
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