Appendix J-22 - STAC Overview.docx

Security Technology Assistance Center (STAC)

The Security Technology Assistance Center (STAC) is the technical support call center and is responsible for processing and resolving service requests. STAC aids all major access points at United States diplomatic missions and several domestic facilities. STAC obtains orders via MAXIMO, Telegrams, and Telephone. The STAC creates and supports work orders in the Commuter Maintenance Management Systems (CMMS); the STAC disseminate the field’s needs to appropriate First Responders and other ST programs as appropriate. In addition, STAC is tasked with asset creation for Rotating Items and Forced Entry/Ballistic Resistant (FE/BR) Doors. The program also provides continued support to Global Identification Card (GLID) systems and Security Management System Enterprises (SMSe).

Service Requests The STAC receives Service Requests (SR) from a variety of sources including email, telephone calls, and SharePoint. The STAC attempts to resolve as many as possible within the limitations of desk-bound technical support. Issues the STAC are able to resolve are written up in CMMS as Service Requests and those the STAC are unable to complete are written as Service Requests and Work Orders. Metrics call for a 30% resolution for all related requests. For Fiscal Year 2011, the STAC received 25,542 requests for service and resolved 7,570 of those for a percentage of 29.6% of all technical related requests.

Service Requests by Shift 09/30/2010 – 10/1/2011

Work Orders The STAC creates Work Orders from unresolved Service Requests. These Work Orders are created for every DS program that participates and from every region. For Fiscal Year 2011, the STAC created 16,580 Work Orders.

Assets The STAC creates Assets from requests by the field through SharePoint. For Fiscal Year 2011, the STAC received 3,045 Asset creation requests and resolved 2,932 leaving 113 waiting for resolution and 54 of those waiting for further information from the field. This gives the STAC a 96.3% completion rate on all asset requests.

FE/BR Doors The STAC also creates Assets for FE/BR doors from requests by the field through SharePoint. For Fiscal Year 2011, the STAC received 1150 FE/BR Asset creation requests and resolved 1,100 with 50 waiting for resolution. This gives the STAC a 95.7% completion rate on all FE/BR door asset requests.

Vehicle Barriers The STAC also creates Assets for Vehicle Barriers from requests by the field through SharePoint. For Fiscal Year 2011, the STAC received 334 Vehicle Barriers Asset creation requests and resolved 334 with 0 waiting for resolution. This gives the STAC a 100% completion rate on all Vehicle Barriers asset requests.

GLID Orders The STAC supports the GLID initiative by providing the field with a way to order the supplies they need through SharePoint for their GLID printers and cameras. For Fiscal Year 2011, The STAC received 348 GLID requests and completed 347 with 1 pending.

CMMS FE/BR Asset Requests by Region: 1,150 Total CMMS FE/BR Asset Requests by Region: 1150 Total AF DS EAP EUR NEA SCA WHA 111 0 258 580 87 18 96 CMMS FE/BR Asset Request Status: 1,150 Total CMMS FE/BR Asset Request Status: 1150 Total Completed Open 1100 50 CMMS Vehicle Barrier Asset Requests by Region: 334 Total CMMS Vehicle Barrier Asset Requests by Region: 334 Total AF DS EAP EUR NEA SCA WHA 35 0 103 43 35 86 32 GLID Request Status: 348 Total GLID Request Status: 348 Total Completed Open 347 1 STAC Service Requests: 25,542 STAC Service Requests: 25542 Resolved Unresolved 7570 17972 CMMS Work Orders by Region: 16,580 Work Orders CMMS Work Orders by Region: 16580 Work Orders AF DS EAP EUR NEA SCA WHA 1264 6252 1360 2427 3202 612 1463 CMMS Asset Requests by Region: 3,045 Total CMMS Asset Requests by region: 3045 Total AF DS EAP EUR NEA SCA WHA 297 1309 280 447 265 159 288 CMMS Asset Request Status: 3,045 Total CMMS Work Orders by Region: 3045 Asset Requests Completed In Progress Open 2932 54 59 1