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What does JPAC do?

#1
Serious question.

I have phoned JPAC 4 times to get advice and each time they referred me to my Admin Office.

I would like the follwing info, if any of you can help.

Who runs JPAC (prime contractor/CE's name and address) and who is Officer responsible for managing said contact ?

WHY!

Cos I am pissed off and I want to formally complain. :x

Key questions:

- Why are we paying people in a call centre who can't answer simple questions?
- When are they (the above people) going to get the training they require or be sacked?
- Much of the historical data, e.g. former postings and competencies is missing or wrong - I accept the historically data may not have survived the data transfer - but why can not we (users) update this data with a marker to indicated that the Data will need to be verified at a later date?
- Why can I do not arrange for my pay statement sent to my home address?

Thanks

Jailor
 
#2
JPAC is run by AFPAA and is therfore the responsibility of CE AFPAA a Naval 2 star officer who is based in HMS Centurion in Portsmouth. He has a 1 star officer who is responsible for the day to day running of JPAC trg etc. The civilian partner is EDS who have been responsible for the modification of an ORACLE product to meet service needs (or not - depending how you see it). Correspondence marked for the attention of CE AFPAA sent to:

JPAC Enquiry Centre
Mail Point 465 Kentigern House
65 Brown St
GLASGOW G2 8EX

Should be replied to and get a reaction.

If you are really really upset you could write to the Senior Responsible Officer and chairman of the JPA project board DCDS(Pers), one AM Pockock, in MOD Main Building - but you may wish to hold that one in resrve in case your first attempt is less than satisfactory.
 
#3
MilSpFunc said:
JPAC is run by AFPAA and is therfore the responsibility of CE AFPAA a Naval 2 star officer who is based in HMS Centurion in Portsmouth. He has a 1 star officer who is responsible for the day to day running of JPAC trg etc. The civilian partner is EDS who have been responsible for the modification of an ORACLE product to meet service needs (or not - depending how you see it). Correspondence marked for the attention of CE AFPAA sent to:

JPAC Enquiry Centre
Mail Point 465 Kentigern House
65 Brown St
GLASGOW G2 8EX

Should be replied to and get a reaction.

If you are really really upset you could write to the Senior Responsible Officer and chairman of the JPA project board DCDS(Pers), one AM Pockock, in MOD Main Building - but you may wish to hold that one in resrve in case your first attempt is less than satisfactory.
Any advice on staffing such a complaint, I am still relatively jnr and wish to have full career. Should it go via the UAO or via the CO?
 
#4
Under the circumstances you describe I strongly recommend you talk to your own Chain of Command first - Sqn Ldr or Wg Cdr - and take advice from them.
 
#5
MilSpFunc said:
Correspondence marked for the attention of CE AFPAA sent to:

JPAC Enquiry Centre
Mail Point 465 Kentigern House
65 Brown St
GLASGOW G2 8EX

Should be replied to and get a reaction.

.
Yep. In a couple of months time, on a form letter sent out by a bored weegie clerk paid about £12k a year. It took AFPAA a mere 5 months to reply to a simple request for pension info, and then the information provided did not answer the question asked. Useless to the point of criminal incompetence - the clerk or the Brass, probably both.
 
#6
Certainly not a dig at Unit admin staffs (God knows I've been there so I know what it can be like for them AND the pers they are there to support), it's been recognised that the division of responsibility between what Units should deal with and what should be referred was not made clear and still needs clarifying to an extent. I am aware of people who have been referred to JPAC and have bounced between the two trying to find an answer. The blame for this does lay squarely outside of the Unit staffs, and can primarily be attributed to time compression reducing training for both them and the call-centre staff. It doesn't make it right, but apparently they're trying to fix it...hopefully in time for the RN later in the year. Personally I'm keen they fix it all by next March!
 
#7
Trust me....it's much better that the crabs are having to deal with this at the moment and not us. They are having an awful time of it. The system doesn't work and JPAC cannot answer even basic questions. Perhaps by the time we have to shoulder our share, some of it might be sorted out! I doubt it, but I can live in hope!
 
#8
Jailorinummqasr said:
Serious question.

I have phoned JPAC 4 times to get advice and each time they referred me to my Admin Office.

I would like the follwing info, if any of you can help.

Who runs JPAC (prime contractor/CE's name and address) and who is Officer responsible for managing said contact ?

WHY!

Cos I am pissed off and I want to formally complain. :x

Key questions:

- Why are we paying people in a call centre who can't answer simple questions?
- When are they (the above people) going to get the training they require or be sacked?
- Much of the historical data, e.g. former postings and competencies is missing or wrong - I accept the historically data may not have survived the data transfer - but why can not we (users) update this data with a marker to indicated that the Data will need to be verified at a later date?
- Why can I do not arrange for my pay statement sent to my home address?

Thanks

Jailor
The JPAC Enqury Centre is run by a company called EDS, they hire agency staff to take calls.

If you want to complain then call up the JPAC Enquiry Centre and they will give you the address and fax number for the complaints department.

Answer to your questions:

- Why are we paying people in a call centre who can't answer simple questions?

What do you mean by WE? The staff at the enquiry centre are not paid by the government, therefore you, as a taxpayer, are NOT paying for them. They can't answer simple questions simply because they don't need to. JPA is a SELF SERVICE system.

- When are they (the above people) going to get the training they require or be sacked?

You are a very ignorant person! Just because you have a slight problem, you automatically blame the poor souls who have the horrible task of answering the phone to you people. The agency staff are paid peanuts and have to put up with a helluva lot of grief. THEY have to use the same system as you and therefore are up against the same problems. They get absolutely NO support from the back office (ie the people who do the real work) and 9 times out of 10 have to put up with grieve that is not their fault.

Please have a heart and take into consideration that JPAC EC Agents are in a hard position. If something is going wrong with your pay etc. It is NOT their fault. They are simply telephonists who act as go betweens. Vent your anger at somebody else.

- Much of the historical data, e.g. former postings and competencies is missing or wrong - I accept the historically data may not have survived the data transfer - but why can not we (users) update this data with a marker to indicated that the Data will need to be verified at a later date?

Pass

- Why can I do not arrange for my pay statement sent to my home address?

The JPAC send ALL statements to the units. If every single person in the armed forces were to get their statement posted to their address, think of the admin that would be involved. That is hundreds of thousands of pay statements going out to seperate addresses each month, and then if people change address... It just isn't worth it. Easier to send to the units. They can arrange to get your statement to you.
 

oldbaldy

LE
Moderator
#9
JPACinsider said:
The JPAC Enqury Centre is run by a company called EDS, they hire agency staff to take calls.

If you want to complain then call up the JPAC Enquiry Centre and they will give you the address and fax number for the complaints department.

Answer to your questions:

- Why are we paying people in a call centre who can't answer simple questions?

What do you mean by WE? The staff at the enquiry centre are not paid by the government, therefore you, as a taxpayer, are NOT paying for them. They can't answer simple questions simply because they don't need to. JPA is a SELF SERVICE system.
So who pays EDS if it not not the taxpayer.
Get real.
 
#10
Just as an aside - the plan for the Army role out is to put a load of SPS Warrant Officers (mostly Bde VWOs) in JPAC for a few weeks in April. This is for two reasons, firstly, to help the Helpdesk operators with all the new Army terminology, ranks and post titles and secondly, to give the VWOs a good idea of the type of conditions that the operators work under.

Also, it's worth noting that they will be recording phone calls to see how they can improve their performance, but don't forget that if you are a rude arrsehole to them they will have proof!
 
#11
oldbaldy said:
JPACinsider said:
The JPAC Enqury Centre is run by a company called EDS, they hire agency staff to take calls.

If you want to complain then call up the JPAC Enquiry Centre and they will give you the address and fax number for the complaints department.

Answer to your questions:

- Why are we paying people in a call centre who can't answer simple questions?

What do you mean by WE? The staff at the enquiry centre are not paid by the government, therefore you, as a taxpayer, are NOT paying for them. They can't answer simple questions simply because they don't need to. JPA is a SELF SERVICE system.
So who pays EDS if it not not the taxpayer.
Get real.
and my taxes pay for officers to send their kids to boarding school but you don't hear me complaining.
 
#12
JPACinsider said:
and my taxes pay for officers to send their kids to boarding school but you don't hear me complaining.
Join the Army then, spend six to nine months out of every 18 months away from your family. You patronising cunt. The man made an honest remark. And you wonder why JPAC has a bad reputation :pissedoff:
 
#13
JPAC Insider, you tread a very dangerous path. The only reason Officers and SNCOs and Soldiers send their children to boarding school is that otherwise they would have to move school every 18-36 months. Every decent school is already booked up and Lia(r)bour Councils are now alloting places by lottery!

Please stick to your area of expertise and keep away from petty class invection!
 
#15
You're right, I am sorry, truly I am. Sorry for any offence caused by my remarks. I wasn't thinking, plus I had a drink in me when I made that remark.

Sometimes I just get a bit frustrated when I see the JPAC getting slagged off, I must have seen red. You've got to understand, it's not the people answering the phones who are the problem, they are paid (very poorly) to do a difficult job and they have to put up with a lot of flak. They can only give the help they are trained to give or are allowed to give, they don't make the rules.
 
#16
As a WO in the services I was concerned to find that after a phone call to JPA/JPAC regarding a personal issue it seems that 'the system' have migrated false info on my files (apparently i have gone AWOL in my time in the service(I clearly have not!), numerous calls to the 'front desk' have only led to 'back office' referals of which Im told to be patient but in 6 months no contact, no confidence in anything being done - yet my files apparently show I (mistakenly) was an AWOL offender!!!! Surely i wouldnt have made WO if i was bl**dy AWOL in my service history. My confidence in this system is shot.
 
#17
The JPAC get slagged off for a very good reason - they are the biggest pile of useless, slope-shouldered, blame-shifting cnuts that ever wasted taxpayer's money. Actually, that's not strictly fair, quite a few of the staff at the JPAC Gosport call centre are competent and helpful. It's the grabtastic pieces of amphibian $hit at the Glasgow centre who should be lined up against the nearest wall and shot for oxygen theft.

Here is the typical process that the Army have to look forward to when they get their system online:
1. Discover a problem with your basic pay, call your unit admin staff.
2. Unit HR Admin staff inform you to place a query with JPAC, in accordance with the guidelines JPAC issued to RAF and RN Unit Admin Offices. Basic Pay queries are dealth with JPAC.
3. JPAC tell you to speak to your Unit HR Admin staff.
4. Your Unit HR Admin Staff pull their hair out in frustration, since there is the square root of fcuk all they can actually do about your Basic Pay.
5. UAO staff tell you to submit a JPAC iSupport form, since this isn't ignored as easily as a phone call.
6. You submit the form via JPA online.
7. Ten working days later, you get a response. Your query has now been passed to the relevant Back Office Desk.
8. Ten working days after that your iSupport is closed with the answer: "Contact your Unit HR Admin staff".
9. Go back to your Unit HR Admin.
10. Your clerks begin frothing at the mouth, they offer to put in an iSupport on your behalf.
11. Ten working days later, they get a response. Their query has now been passed to the relevant Back Office Desk.
12. Ten working days after that, your Unit HR Admin find that the iSupport has been closed with the advice: "Contact your Unit HR Admin staff."
13. Submit an official complaint to JPAC using their complaints procedure listed on the JPA website. The website states that they have 10 working days to even acknowledge receipt of your complaint.
14. After 19 working days and not even so much as a peep out of these incompetent cocksucking fuckwits, submit an official complaint via your Commanding Officer.

No, I'm not making this $hit up. No, it's not an exception to the rule.
 
#18
I would like to hear if this rings true with anyone else - I checked my personal docs a couple of years ago and informed the clerks that details regarding my previous op tours to NI were wrong. They stated that I had served 4 months in NI, when I had in fact served 8 months. This wrong info is all that prevents me from qualifying for the ACSM. I've been trying to rectify this for years, but keep getting fobbed off. Is it too late to rectify this after JPA is online?
 
#19
JPACinsider said:
You're right, I am sorry, truly I am. Sorry for any offence caused by my remarks. I wasn't thinking, plus I had a drink in me when I made that remark.

Sometimes I just get a bit frustrated when I see the JPAC getting slagged off, I must have seen red. You've got to understand, it's not the people answering the phones who are the problem, they are paid (very poorly) to do a difficult job and they have to put up with a lot of flak. They can only give the help they are trained to give or are allowed to give, they don't make the rules.
Understandable, however, all that will not help the soldier, sailor, airman on the ground, longer, far longer, support from the Military (Tri Service) in the JPAC, will eliviate problems Tri Service Wide and over all give clarity in all areas in this new era.
 
#20
JPAC = Just Pissing About Carelessley so my SPS staff inform me :thumright:
 

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