NetStar-1

Federal Aviation Administration

Case Study

As part of a competitive task order, NetStar-1, (previously OPTIMUS) was awarded the FAA ATO LAN and PC Centralized Support Services contract with the Air Traffic Organization. As part of this task, NetStar-1 provides full life cycle IT support to 4,000 FAA end users for all identified microcomputer hardware, peripherals, and related software installed at the FAA, as well as provide software upgrades, patches, configuration and modifications to all FAA hardware systems. NetStar-1 staff operates the Help Desk, providing a variety of services, including responding to specific hardware/software problems and questions, as well as providing assistance on using FAA-approved software applications or hardware features. The Help Desk responds to more than 300 calls each day, and averages more than 4,500 trouble tickets each month exceeding SLA compliance for incident resolution. Under the FAA task, actual costs and expenses are on average 14% below planned costs. NetStar-1 has achieved 100% compliance with regards to adherence to stated timelines. The FAA LAN/WAN team successfully consolidated multiple independent Help Desks, incorporating new services and procedures into a standard operation. In 2008, NetStar-1 (as OPTIMUS) was nominated by the FAA for the 2008 Excellence.Gov awards.

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