|Fort McCoy will participate in the initial
implementation of the Army’s new Call Center philosophy titled the Army
Enterprise Service Desk (AESD).
As part of its streamlining process, the Army plans to consolidate
information technology (IT) call center services at an Army level. The
new call center will function as the central repository for all
information technology requests and provide 24/7 help desk support.
Ronald Robinson, Director of Fort McCoy Network Enterprise Center (NEC),
said the new AESD part of the Army’s efforts to increase efficiency and
achieve economy of scale through consolidation of information technology
call center operations while providing customers with quality IT
Laurene “Susie” Krueger of
the Fort McCoy Network Enterprise Center talks with Kevin French
of the SRA International, Inc., group about the new Army
Enterprise Service Desk system.
Photo by Rob Schuette
“Our customers won’t lose any of the services we currently provide as
we transition to the Army’s Enterprise Service Desk,” Robinson said. “A
vast improvement will be 24/7 access to AESD technicians (call center)
for reporting technical issues and requesting IT service/assistance,
unlike the former system where NEC personnel were only available during
normal business hours.”
Colleen Bonner, a contract employee with the SRA International, Inc.,
firm of Willow Oaks, Va., was part of a team conducting an onsite
fielding conference at Fort McCoy in early February. SRA International
is the firm contracted by the federal government to transition to the
new system. The system will use a toll-free number — 1-866-276-9096 — to
provide a single entry point for personnel in the Fort McCoy work force
(garrison/tenants) to submit their IT requests.
“The system will provide efficient, high-quality and cost-effective Tier
1 IT services,” Bonner said. “If we can talk you through a problem
you’re having with your computer we will. If we can’t, we will take the
information, format it into a ticket for repair and submit it to Fort
McCoy IT personnel to fix.”
Pam Needham, a Fort McCoy NEC Information Technology specialist, said
Fort McCoy volunteered to participate in the initial implementation and
testing for the system. “We formerly used the Remedy software program to
record and track customer requests for IT services. The Army Enterprise
Service Desk system is an upgraded version of that technology, Needham
To use AESD:
is currently using the Fort McCoy Network Enterprise Center Help
Desk will use the new Army Enterprise Service Desk (AESD)
include members of the garrison and tenants with which the NEC
currently has service agreements.
Customers will be notified in advance of the AESD implementation
date prior to the actual migration.
called the Help Desk number at 608-388-3737 for computer repair
services will call the AESD at 1-866-276-9096 for these
technician will ask a series of questions to better serve the
must provide their computer name, serial number, customer name,
phone and building numbers.
Jobs at Fort McCoy will not be negatively affected by the new system,
Needham said. “The new system will be a force multiplier and will allow
our IT technicians to respond faster, which will mean quicker resolution
of customer requests.”
“Before when we received a call, it interrupted other work already in
progress,” Needham said. “It interrupted our work flow and delayed
completing other customers’ requests.”
The new system also will allow the Fort McCoy IT staff, which has been
understaffed, to catch up on work requests and relieve the backlog, she
said. Another advantage for Fort McCoy personnel is they can use the
toll-free number anywhere, including when they’re on temporary duty
orders, to get computer support, Needham said.
Bonner said the AESD system also will serve the Army National Guard
Bureau and Army Reserve and will allow the Army to move toward a Global
Network Enterprise Construct system.
This will provide a single strategy to ensure global connectivity under
one network manager and will allow the Army to more-quickly determine
and address computer problems as they occur, Bonner said.
The expansion also provides the opportunity for more systemwide
This will give the contractor greater leverage to go to commercial
computer organizations that provide services to the federal government
and to get a better or quicker solution to problems, she added.
“It will improve efficiencies, raise effectiveness, enable fighting
capabilities, dramatically improve network defense and, eventually, make
the Army interoperable with other Department of Defense organizations,”
she said. “There’s really no reason to have technicians filing forms
when they can be doing computer work.”
Bonner said the system will provide accurate key performance indicator
information to support informed decision-making and implementing best
practices based on an Information Technology Infrastructure Library. The
new procedures also will provide opportunities to expand the system’s
level of support as the AESD matures.
More information about the system has been released in a postwide e-mail
and also will be available in the NEC newsletter “Cyber Bites.”
Information also is available on the Fort McCoy Corporate Network. The
information includes a brochure and frequently asked questions. As the
system is expanded, more information about its use will be available.