452-COMM: the one number that will get you (almost) anything

Published April 16, 2008
By Master Sgt. Shannon Burrier
52nd Communications Squadron

SPANGDAHLEM AIR BASE, Germany -- As the saying goes, the only constant is change, and it is no different in the 52nd Communications Squadron. In the case of the average customer - from phone lines and LAN drop - life just got a little easier. There is only one number customers need to know: 452-COMM.
The restructuring of the Air Force enabled the communications squadron to find ways to improve quality of service by developing new initiatives, streamlining processes to better serve customers (e.g. Client Support Team), a new central phone line for our customers, 452-COMM (452-2666) and the Cyberspace Infrastructure Planning System.
Until recently customers were required to dial different phone numbers depending on the different communications related issues, but that is now a thing of the past. To simplify customers' lives, the 52nd Communications Squadron developed one number for all communication needs - 452-COMM (452-2666). Anyone who has a new communications requirement, e.g. more phones, a new LAN jack, computer hardware, can call to have the information entered into the system, CIPS, the Air Force replacement to the discontinued Process, Workflow, Requirements and Resources (PWRR) system.
The CST consists of 12 client support administrators who provide maintenance to computers and, eventually, to other different communications systems such as telephones and radios. The CST will have increased visibility to trouble ticket trends and know where to focus their training, greatly increasing their speed at resolving common problems. Additionally, the CST will work with the Communications Focal Point to eliminate common network problems.
Through Air Force Smart Operations 21, an Air Force level team was formed to discuss methods of increasing efficiency and network security without sacrificing quality. Part of the solution was creating the Consolidated Help Desk to provide 24 hour support for all United States Air Forces in Europe users. Approximately 85 percent of the trouble tickets are handled remotely by CHD technicians at Ramstein Air Base, Germany. In the past, trouble tickets that required "hands-on" maintenance were directed to the more than 300 base-level CSAs to work. It was difficult to train all the technicians proficiently and give them the administrator rights, presenting network security issues. Decreasing the manpower associated with CSA training and mitigating the security risks of having a large number of people with administrator rights were some of the driving factors behind the creation of the Air Force's first CST, located on Spangdahlem, which became fully operational on April 7, 2008.
What's that number for computer help again? 452-COMM. If you have any questions about the CST, contact Master Sgt. Shannon Burrier at DSN 452-2163. For questions about the new communications requirements process, call Tech. Sgt. Adrian Arrieta at 452-5717.