The Army Knowledge Online (AKO) is currently one of the largest intranet in the world, as it provides a two way communication hub for soldiers, their families and civilians. The site gives necessary information about the US Army and allows civilians to participate in the discussions about the current system and models of the Department of Army. Also, it allows users to create their very own hub for communication where they can be in touch with their relatives and friends.
The utilization of AKO had been of great help for the army and the US citizens. However, using the site can be complex and confusing for some users. This is why the AKO help desk is available for assistance.
The help desk can be reached via phone by calling 1-703-704-4357 for commercial queries and 312-654-4357 for DND purposes. The AKO help desk can be contacted by using the toll-free click to call feature of the AKO website.
The help desk can answer any questions about registration and availing of access, which needs to be sponsored active soldier in duty. They can also provide immediate how-to’s. Frequently asked questions are about the registration and renewal of accounts, resetting of passwords, and definitions of terms unfamiliar with civilians such as MOS and PEBD.
Most of the calls received by the AKO help desk are from wives of deceased soldiers who are seeking for sponsorship to have permanent accounts and have resource through the White Pages Directory and news articles. They also wanted to be part of the virtual community in order to get updates on the families of soldiers in their husbands’ units.
Calling the help desk enabled them to know the step by step process of updating their accounts, and provided them assistance to have a full access to unit information, memorial pages, benefit updates, white pages, army news links, and casualty/survivor information. They also gained direct access to MyPay, and were able to send and receive emails, create sites and participate in the forums of AKO.
Most of the help desk callers are also those who are having difficulty with their registrations. Most of the time, these are civilians and families of soldiers who are not linked to DEERS system. The help desk then assists these users in contacting Casualty Assistance Officers or the Long-Term family Case Management. Since only the soldier’s dependent families are enrolled in the DEERS registration, those outside the dependent families may need to seek another sponsor. The help desk will help them achieve this.
The help desk is also useful in locating the infantry division of the soldiers and give immediate updates to the soldiers’ families on the status of their units. Getting these information will be easy with the army’s transition to the usage of CAC card sign ons that allows the help desk to provide needed information.
While the AKO website provides a hub for communication and exchange information, the help desk serves as a bridge of access to both civilians and soldiers.
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