Base implements new IT support contract Published June 16, 2009 By Derek Kaufman 88th Air Base Wing Public Affairs WRIGHT-PATTERSON AIR FORCE BASE, Ohio -- The way many base computer users get their computer help desk support is about to change. The "IT Transformation" initiative will centralize client and server support functions for all Air Force Materiel Command organizations on base, said Karen Newton, Network Operations Flight chief with the 88th Communications Squadron here. The plan will eventually consolidate more than 15 information technology and desktop support contracts into just one managed by the 88th Communications Group. Ms. Newton said the consolidation is to be implemented in phases to coincide with the expiration of existing IT support contracts. The conversion will start on June 27, with Headquarters Air Force Materiel Command, 88th Air Base Wing and several tenant organizations. Aeronautical Systems Center and 554th Electronic Systems Group will follow in November 2009, and Air Force Security Assistance Center in 2010. Air Force Research Laboratory directorates will roll into the new scheme in 2011. Non-AFMC organizations like the National Air & Space Intelligence Center, Air Force Institute of Technology and the 445 Airlift Wing will remain under those organization's existing desktop and server support arrangements. The 554th Electronic Systems Group here awarded the $40,440,928 contract Dec. 17, 2008 to I.S. Technologies, LLC, doing business as Computer System Designers, LLC., headquartered in Oklahoma City. The IT transformation contract duration is for one year with three option years, Newton said. Aeronautical Systems Center's Contracting Directorate will administer the contract. What's new Previously client support administrators - CSAs in IT parlance - physically located within each unit would normally be the first call to make when a desktop computer issue popped up requiring IT expertise to fix. Under the new contract, unit client support administrators will be consolidated to several zone locations from which they will provide technical assistance. They will provide help either over the phone; by remotely logging in to the user's computer while speaking with the user; or--if necessary, hands-on at the user's location. The latter - termed "touch maintenance" - involves the dispatch of technicians on site from one of the strategically placed zones identified for Phase I at either Building 262 in Area A, Bldg. 206 in Area C or Bldg. 676 in Area B, Newton said. Under the new approach, base computer users requiring assistance with their desktop or laptop will simply dial 656-2666 (or 6COMM). They will get a voice menu. The CSA Service Desk is "option 1." "A qualified and certified technician will take the call, and in many cases resolve the problem then and there," said Ms. Newton. "We are focusing this contract on first call resolution." "What that means is the tech who answers a call will either walk the customer through the problem or ask to take remote control of their PC and assist the customer while they are still on the line with them," she said. When it cannot be immediately fixed, a ticket will immediately be assigned to one of the CSA zones and a priority established to quickly resolve the problem, Newton added. A priority and tier system based upon the user and mission impact determines timing of the initial customer service response and resolution. The highest, "critical" priority applies to emergencies such as widespread outages following a serious incident or natural disaster. All requests from general officer and senior executive service members and their immediate front office staffs automatically receive the next level, "serious," garnering immediate response and resolution in less than an hour. High priority is assigned to problems which cause an important impact to customer business processing. Medium is assigned for limited capabilities impacting an individual user, such as a bug or user error that causes inconvenience. Low priority is typically reserved for requests that will take several days to complete, such as tech refresh implementation like replacing Windows XP systems with Vista based, where there is no impact to daily customer processing, Newton said. "First call resolution is really going to provide the base with an enhanced level of services," Newton said. A smaller IT help desk cadre The contract was developed after examining trends and successes in the delivery of help desk support in industry and other government agencies, Newton said. She noted the initiative driving consolidation of various IT support contracts was directed by Air Force Materiel Command and dovetails with Air Force Smart Operations for the 21st Century efforts to improve efficiency and mission performance. Starting June 27 Newton said 87 technicians will provide support. As additional organizations are added so will more technicians under the consolidated contract. The currently planned peak number of people to provide contract client and server support is 164. Some current client support administrators will get picked up under the new contract, but the consolidation will reduce the total number of IT support employees on base. "The IT support workforce did shrink somewhat, as we planned only so many positions as opposed to the multiple contracts that were out there," Newton said. "There will likely be changes and modifications to the originally envisioned structure as we continue to grow and learn," she added. An important note is units which currently run applications software unique to their mission will need to maintain their software support in house or via another contract. The extent of support the base consolidated IT contract will be limited to ensuring the server or desktop box operating system is properly loaded and operational, that security patches are installed and the box is technically compliant. "Civil Engineering's GeoBase program is a good example ," Newton said. "Our consolidated help desk will ensure the server is operational and load the client on individual PCs, but CE must retain someone to maintain the application." All calls coming in to the 6-2666 main help desk will be answered by technicians located in the basement of Bldg. 262. A small staff dedicated to the AFMC command section and to support special activities, such as CORONA conferences will also be located in Bldg 262. Many of the base's functional systems administrators dedicated to server support will be located on the third floor of Bldg. 206. On-site assistance will come from both locations, as well as Bldg. 676 in Area B. Eventually more touch support zones will be established, as more organizations are added under the contract. Newton said Wright-Patt's robust network architecture made implementation of the IT consolidation contract possible without adding new infrastructure. Robins Air Force Base, Ga. was the first AFMC base to implement the consolidated IT help desk support contract, base officials said.