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On Fri, 11 May 2007 16:56:58 -0400, "Peter R."
wrote in : In addition to filling out Lockheed Martin's survey and complaint form, I have also emailed AOPA with my concerns about the above scenario. These problems with FSS cannot continue. AOPA attempts to wipe egg from face: AOPA TAKES FSS COMPLAINTS TO LOCKHEED When the FAA handed off the Flight Service Station system to Lockheed Martin more than a year ago, AOPA supported the change (http://www.avweb.com/avwebflash/leadnews/190692-1.html), expecting to see improved service. But last week AOPA officials met with Lockheed to complain (http://www.aopa.org/whatsnew/newsite...4lockheed.html) about long hold times, disconnects and lost flight plans. "This is not the level of service pilots expect," AOPA's Andy Cebula told Lockheed officials at the meeting. "Lockheed and the FAA must live up to the standards they set." Many of the problems have been blamed on computer glitches and on temporary staff shortages as workers are moved and retrained. Lockheed told AOPA that it plans to work through all these transitions soon, and pilots should see an overall improvement in quality by July. http://www.avweb.com/eletter/archive...ll.html#195162 The inability of LocMart to anticipate computer, staffing, and training issues BEFORE they impact their performance is sadly demonstrated by this deluge of FSS user complaints. What prevented LocMart from through debugging FSS computer systems BEFORE they were put into service? Why wasn't retraining begun BEFORE moving personnel? Why weren't additional personnel hired and trained BEFORE they were needed? And LocMart's stated TWO MONTH wait for performance improvement attests to their lack of concern regarding their poor performance. This avoidable degradation of FSS service establishes the attitude and lack of concern for the negative impact on the smooth running, and potential hazards LocMart has introduced into the NAS. And by implication, this unconcerned nonchalance toward their shortcomings foretells what may be expected of any private contractor managing the NAS for profit; when there is no impact on revenue due to poor service, the contractor has no financial incentive to perform. The apparent FAA acceptance of LocMart's projected TWO MONTH schedule to demonstrate improvement in their performance attests to the administrator's lack of appreciation of the problems caused by LocMart, and the FAA's apparent lack of diligence in rectifying the situation in a timely manner. Hopefully the IG's report will point out LocMart's and the FAA's failures. |
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