NEWS | June 29, 2007

12th CS to stand-up CSA Support Center

By David DeKunder 12th Flying Training Wing Public Affairs

A pilot program being conducted at Randolph should provide more efficient technical support for base personnel with less manpower. 

On July 2, the 12th Communications Squadron Information Systems Flight will start a 120-day test pilot program that combined the services performed by client support administrators, or CSAs, for the 12th Mission Support Group and 12th Operations Group. 

The nine CSAs pulled from the Mission Support Group and Operations Group were moved to the CSA Support Center, located in Building 241 near the Air Force Personnel Center. The test program will provide desktop support for both organizations.

The test pilot program is being implemented as the result of manpower reductions in the 3A0X1 career field throughout the Air Force. 

Richard Ropac, 12th CS Chief of Information Systems Flight, said the pilot program will gage the effectiveness of combining the services to operate more efficiently to provide a new level of service for their clients. 

"We are looking at maintaining the same level of service if not better than the customers has come to expect," Mr. Ropac said. "With the cuts in manpower we need to tranform the way we do business. "Combining the CSAs under one roof will improve desktop support services," Mr. Ropac said. 

"The CSAs will be provided with specialized training to enhance their current skills," he said. "They will be able to provide more types of support from a remote system." 

Mr. Ropac said the pilot program will help CSAs save time by giving them the ability to take control of a computer system and diagnosing problems from the Support Center. 

Senior Master Sgt. Robert Cornejo, 12th FTW 3A Functional Manager said a similar pilot program conducted at Fairchild AFB, Wash. in 2005 showed that six to nine CSAs could provide support for an entire wing. 

Mr. Ropac said the 12 CS will determine the pilot program's effectiveness based on a number of factors. 

"We will definitely be monitoring the response times, how the calls are handled, the wait times, the service and the quality of work," he said." When the program proves to be successful, then it could possibly be expanded the the rest of the wing, Sergeant Cornejo said. 

When customers from the test pilot program need technical support  all they need to do is call the CSA Support Center at 652-FIXX (3499). 

Organizations outside of the test pilot program are asked to continue to follow in-place procedures for CSA support.