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 -- In an effort to improve service and efficiency, the way many base computer users here 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. 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. "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." 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. Robins Air Force Base, Ga. was the first AFMC base to implement the consolidated IT help desk support contract, base officials said.