Story and photo by

Randy Dela Cruz
Contributing Writer

Starting March 1, Serco will be the new service provider for Pearl Harbor Personnel Support Department (PSD).

The company takes over the duties that were provided by Alutiig, which assisted active duty, retirees, civilians, family members, contractors and Department of Defense employees in obtaining their identification cards and common access cards (CAC).

While there may be a feeling out process between the U.S. Navy and the new provider, Lt. James Carroll, officer in charge at Pearl Harbor PSD, said that the transition should have no effect on customer service.

"The user shouldn't see a shift because we really have the same people in place," said Carroll. "The only difference is, they (Serco) run the contract so they have full control over it (ID/CAC). They set the appointments and will handle any concerns that the customer might have. They will have a service manager on site who will take care of customer concerns."

If there is one change, Carroll pointed out that with Serco completely running ID/CAC operations, the military will be limited in its capacity to assist customers.

"Under the old contract, we had the ability to put in a military person if somebody was absent," explained Carroll. "Under the new contract, we don't have that flexibility."

In addition, all military personnel will now have to work exclusively with Serco to get an ID or CAC card.

"We don't have the flexibility that we used to have to do the things that we did in the past to provide for military whereas we could go down and say that we need to get his person an ID card right now," noted Carroll. "Now they have to go through the site manager in order to get that accomplished and not through the military. In fact, we won't have any ability to do any overrides. No military personnel will have any access in the Defense Manpower Data Center (DMDC) systems as far as ID cards. That's the biggest change."

Carroll also reminds that if a CAC or ID card is lost or damaged beyond recognition, there are still set procedures to follow in order to secure a replacement.

"A lost or stolen CAC or ID card is pretty much an emergency situation so they can come in on a walk-in basis," informed Carroll. "If you lose or have it stolen, report it to your human resource and HR will give them a form. Bring in the completed form and two forms of ID and we will issue a new card."

Still, even with the few challenges ahead, Carroll said that he is very upbeat about the new service provider and is confident that customers will be pleased with Serco.

"Service will not change. In fact, it will be better," assures Carroll. "The customer will see a seamless transition to this company."