JOINT BASE PEARL HARBOR-HICKAM, Hawaii -- The 747th Communications Squadron alongside Pacific Air Forces Cyberspace Systems Squadron, teamed up with the 15th Wing Continuous Process Improvement Program to better assist customers with their technical questions.
Together they conducted a rapid improvement event with countermeasures and developed a massive action plan with the overall goal of improving data transparency.
“We began working together around the November time frame,” said Senior Airman Suzanne Lutz, 747th CS knowledge management technician. “During the event, we initially wanted to help improve the end-user helpdesk ticketing process.”
The event identified a list of challenges for the end-user and also resolved some existing concerns over the course of two months.
“During the event, the number of tickets 60 days or over were reduced by 60 percent,” said Capt. Panupong Phongpitakvises, PACAF CSS flight commander special mission flight.
The event allowed the team to create a focus on what they should improve to better reach their goals.
“The team decided to focus on improving the Communications Focal Point SharePoint site to help users who were submitting tickets for issues that could easily be fixed with the appropriate information,” said Lutz.
The 747th CS developed and improved the CFP site to be a source of information and self-help resources for end-users to navigate to use including: checking the status of a trouble ticket, being able to search computer issues by topics, helpful guidance, and more.
About 20 Airmen were involved in creating the event for improving the CFP site.
“Culture eats strategy for breakfast,” said Leo Green, 647th Force Support Squadron management analyst.
Green also said building a culture of problem-solvers will trump your best-written plans and enable you to create truly innovative solutions. Being able to work along the side different units for this event was a truly unique experience.
The CFP SharePoint site, which will host a variety of information for customers, and will be available April 9.