Consolidated help desk makes cents

  • Published
  • By Antonio Bates
  • 96th Communications Squadron
EGLIN AIR FORCE BASE, Fla. --  Eglin's information technology users will see a change in services that will make sense fiscally and will continue to provide the high level of service users are accustomed to seeing daily.

The 96th Communications Group is preparing to consolidate their information technology Client Support Administrators in an Air Force Smart Operations for the 21st Century initiative to streamline customer support and save money.

"Next to our network users themselves, CSAs are the front-line guardians who defend our computer network and its associated (research and development) data - one of the most sought after targets in the Department of Defense - from adversarial exploitation," said Col. Stephen O'Rear, 96th Communications Group commander.

Warner Robins Air Logistics Center, Warner Robins Air Force Base, Ga., took the challenge of consolidating IT services in 2005. From their successes, the Consolidated IT Service Desk model arose as an AFSO21 initiative for all Air Force Materiel Command bases.

For many people, CSA responsibilities are an additional duty that appointees are required to do on a part-time basis. Cost savings alone can be tremendous and the funds can be reallocated to Eglin's missions. The WR-ALC was able to reallocate more than $7.1M in savings during the first year.

"The cost to train an individual is the same for part-time or a full time," said Lt. Col. Rob Lyman, 96th Communications Squadron commander.

A fulltime equivalent, certified and trained CSA is more efficient and cost effective than multiple part-time CSAs. For example, the 10 civilians who perform CSA duties 20 percent of the time for an organization of 300 personnel cost more than $135,000, which does not include the training or certification costs. That also equates to a service ratio of one CSA to 30 personnel. This service ratio can be improved for efficiency and cost savings by providing a fulltime equivalent, trained and certified individual to provide this service.

"The 96th CG consolidation changed 34 additional duty CSAs positions to four full-time CSAs to support personnel located in multiple buildings," said Mr. Larry Holmes, Eglin's Network Control Center chief. "As a result, training and certification requirements for CSAs became more manageable while customer service/responsiveness levels remained the same."

At Eglin, like other bases, the standard desktop computer system is an integral component in Team Eglin's mission success. Within organizations, Client Support Administrators patch, troubleshoot and maintain these integral components.

AFMC has laid out nine objectives for command bases to move to smarter operations for the 21st Century. A single face to the customer on IT issues, an efficient ratio of IT technicians to customers, equipping/training the IT technician and one toolset for IT problem resolution are just a few of the smart objectives Team Eglin is pursuing.