End-User Equipment & Services Blueprint Organization FINAL VERSION 3. 0. 1 April 16, 2009
FINAL VERSION 3. 0. 1 * IDSE MEO, SOI and VITA Support Group’s are out-of -scope under seat management; FTE’s are excluded from the blueprint FTE count (1286) 2
End-User Equipment & Services 1. 0 End User Equipment & Services ACIO POD- NC/DCA Total FTE Count: 1, 373 FTE: 3 (1) ACIO ES-340 (1) GS-343 -15 (1) GS-301 -12 POD- NC/DCA FTE: 3 (1) Deputy ACIO ES-340 (1) GS-343 -14 (1) GS-318 -10 3. 0 Customer Service Support 4. 0 Operations Service Support 5. 0 Business Services & Management POD- NC/DCA Total FTE: 962 POD- NC/DCA Total FTE: 223 POD- NC/DCA Total FTE: 182 * IDSE MEO, SOI and VITA Support Group’s are out-of-scope under seat management; FTE’s are excluded from the blueprint FTE count (1286) 3 FINAL VERSION 3. 0. 1 2. 0 Deputy ACIO
Customer Service Support 3. 0 Customer Service Support POD- NC/DCA (1) ES-340 -00 (1) GS-343 -14 (1) GS-318 -9 Total FTE: 962 FTE: 3 3. 5 Southwest Customer Service Support Center 3. 3 Northeast Customer Service Support Center POD- Chamblee, GA POD- Philadelphia, PA POD- Austin, TX Total FTE: 104 Total FTE: 166 Total FTE: 142 3. 2 Western Customer Service Support Center 3. 4 Midwest Customer Service Support Center POD- Fresno, CA POD- Covington, KY Total FTE: 172 3. 6 Headquarters Customer Service Support Center POD- Chamblee, GA POD- NC/DCA Total FTE: 60 Total FTE: 83 3. 7. 1* IDSE 3. 7 Operational Planning & Control Center Total FTE: 61 POD- Laguna Niguel, CA/Holtsville, NY Total FTE: 154 Total FTE: 78 3. 2. 12* SOI Development & Maintenance POD- Ogden, UT FTE: 19 *Grayed boxes are out of scope 4 3. 8 Solution Design & Development FINAL VERSION 3. 0. 1 3. 1 Southeast Customer Service Support Center (1) IR-340 -01@ Laguna, CA (2) GS-343 -14 @ Laguna, CA (1) GS-343 -14 @ Holtsville, NY (1) GS-343 -13 @ Laguna, CA (1) GS-2210 -13 @ Laguna, CA (5) GS-2210 -12 @ Laguna, CA (4) GS-2210 -12 @ Holtsville, NY (1) GS-2210 -11 @ Laguna, CA (1) GS-2210 -11 @ Holtsville, NY
Customer Service Support - IDSE 3. 7. 1 IDSE* POD- Memphis. TN FTE: 4 (1) Program Mgr IR-340 -06 (1) Technical Writer GS-1083 -7 (1) IT Specialist GS-2210 -12 (1) Secretary GS-318 -5 3. 7. 1. 1* Quality Support Ctr FTE- 50 POD- Memphis, TN FTE- 7 (10) Sup Computer Asst IR-335 -9* (40) Computer Asst GS-335 -7* (22) Temp. Comp Asst GS-335 -07** (1) Sup Computer Asst IR-335 -07 (6) Computer Asst GS-335 -9 *POD Locations 3. 7. 1. 2 - Atlanta, GA 3. 7. 1. 3 - Andover, MA 3. 7. 1. 4 - Austin, TX 3. 7. 1. 5 - Holtsville, NY 3. 7. 1. 6 - Covington, KY 3. 7. 1. 7 - Fresno, CA 3. 7. 1. 8 - Kansas City, MO 3. 7. 1. 9 - Memphis, TN 3. 7. 1. 10 - Ogden, UT 3. 7. 1. 11 - Philadelphia, PA *Grayed boxes are out of scope ** Per Qualified Adjustment Request 15 (QAR), dated June 15, 2007, IDSE requested and were given approval to fill 22 TEMP GS-335 -07 through 2010 5 FINAL VERSION 3. 0. 1 3. 7. 1. 2– 3. 7. 1. 11* CDMC
Customer Service Support Southeast Customer Service Support Center 3. 1 Southeast Customer Service Support Center POD- Chamblee, GA Total FTE: 104 FTE: 5 3. 1. 2 Chamblee Deskside Group FTE: 13 FTE: 14 3. 1. 5, 3. 1. 6, 3. 1. 7 Service Desk 1 3. 1. 3 Jacksonville Deskside Group 3. 1. 4 Memphis Deskside Group FTE: 12 FTE: 14 FTE: 46 (1) IR-2210 -05 (1) GS-2210 -12 (8) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (10) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (6) GS-2210 -11 (1) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (9) GS-2210 -11 (3) GS-2210 -5/7/9 (3) IR-2210 -05 (3) GS-2210 -12 (9) GS-2210 -11 (31) GS-2210 -5/7/9 Service Desk Managers and Employees may sit at any POD with a Deskside presence within the Southeast Customer Service Support Center 1 6 FINAL VERSION 3. 0. 1 3. 1. 1 Atlanta Deskside Group (1) IR-340 -01 (1) GS-343 -14 (Atlanta) (1) GS-343 -13 (1) GS-344 -07
Customer Service Support Western Customer Service Support Center 3. 2 Western Customer Service Support Center POD: Fresno, CA Total FTE: 172 FTE: 4 FTE: 16 FTE: 14 FTE: 62 (1) IR-2210 -05 (2) GS-2210 -12 (10) GS-2210 -11 (3) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (5) GS-2210 -11 (2) GS-2210 -5/7/9 3. 2. 6 Ogden North Deskside Group (4) IR-2210 -05 (4) GS-2210 -12 (12) GS-2210 -11 (42) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (7) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (2) GS-2210 -12 (9) GS-2210 -11 (2) GS-2210 -5/7/9 3. 2. 7 Ogden South Deskside Group 3. 2. 3 Fresno A Deskside Group 3. 2. 4 Fresno B Deskside Group 3. 2. 12* SOI Development & Maintenance FTE: 13 POD- Ogden, UT FTE: 19 FTE: 11 (1) Sup IT Spec IR-2210 -04 (1) Secretary (OA) GS-318 -5 (10) IT Spec (SA/AS) GS-2210 -12 (4) IT Spec (SA/AS) GS-2210 -12 (TEMP) (1) IT Spec (SA) GS-2210 -12 (2) Computer Asst GS-335 -7 (1) IR-2210 -05 (1) GS-2210 -12 (8) GS-2210 -11 (1) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (9) GS-2210 -11 (2) GS-2210 -5/7/9 Service Desk Managers and Employees may sit at any POD with a Deskside presence within the Western Customer Service Support Center *Grayed boxes are out of scope 1 7 FINAL VERSION 3. 0. 1 FTE: 9 3. 2. 8, 3. 2. 9, 3. 2. 10, 3. 2. 11 Service Desk 1 3. 2. 5 Bay Area Deskside Group FTE: 11 3. 2. 2 Southern California Deskside Group 3. 2. 1 Seattle Deskside Group (1) IR-340 -01 (1) GS-343 -14 (1) Gs-343 -13 (1) GS-344 -07
Customer Service Support Northeast Customer Service Support Center 3. 3 Northeast Customer Service Support Center POD - Philadelphia, PA Total FTE: 166 FTE: 4 3. 3. 2 Martinsburg Deskside Group FTE: 16 FTE: 12 (1) IR-2210 -05 (1) GS-2210 -12 (11) GS-2210 -11 (3) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (8) GS-2210 -11 (2) GS-2210 -5/7/9 3. 3. 6, . 3. 3. 7, 3. 3. 8, 3. 3. 9, 3. 3. 10, 3. 3. 11 Service Desk 1 FTE: 93 3. 3. 3 Brookhaven Deskside Group 3. 3. 4 Manhattan Deskside Group FTE: 14 FTE: 12 (1) IR-2210 -05 (1) GS-2210 -12 (10) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (8) GS-2210 -11 (2) GS-2210 -5/7/9 (6) IR-2210 -05 (6) GS-2210 -12 (18) GS-2210 -11 (63) GS-2210 -5/7/9 Service Desk Managers and Employees may sit at any POD with a Deskside presence within the Northeast Customer Service Support Center 1 8 3. 3. 5 Andover Deskside Group FTE: 15 (1) IR-2210 -05 (2) GS-2210 -12 (10) GS-2210 -11 (2) GS-2210 -5/7/9 FINAL VERSION 3. 0. 1 3. 3. 1 Philadelphia Deskside Group (1) IR-340 -01 (1) GS-343 -14 (1) GS-343 -13 (1) GS-344 -07
Customer Service Support Midwest Customer Service Support Center 3. 4 Midwest Customer Service Support Center POD- Covington, KY Total FTE: 154 FTE: 4 3. 4. 2 Covington Deskside Group 3. 4. 3 Chicago Deskside Group FTE: 10 FTE: 16 FTE: 11 (1) IR-2210 -05 (1) GS-2210 -12 (6) GS-2210 -11 (2) GS-2210 -5/7/9 FTE: 95 (1) IR-2210 -05 (2) GS-2210 -12 (11) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (7) GS-2210 -11 (2) GS-2210 -5/7/9 3. 4. 5 St Louis Deskside Group FTE: 9 3. 4. 6, 3. 4. 7, 3. 4. 8, 3. 4. 9, 3. 4. 10, 3. 4. 11 Service Desk 1 3. 4. 4 Cincinnati Deskside Group FTE: 9 (1) IR-2210 -05 (1) GS-2210 -12 (5) GS-2210 -11 (2) GS-2210 -5/7/9 (6) IR-2210 -05 (6) GS-2210 -12 (18) GS-2210 -11 (65) GS-2210 -5/7/9 Service Desk Managers and Employees may sit at any POD with a Deskside presence within the Midwest Customer Service Support Center 1 9 (1) IR-2210 -05 (1) GS-2210 -12 (5) GS-2210 -11 (2) GS-2210 -5/7/9 FINAL VERSION 3. 0. 1 3. 4. 1 Detroit Deskside Group (1) IR-340 -01 (1) GS-343 -14 (1) GS-343 -13 (1) GS-344 -07
Customer Service Support Southwest Customer Service Support Center 3. 5 Southwest Customer Service Support Center POD- Austin, TX Total FTE: 142 FTE: 4 3. 5. 2 Austin South Deskside Group FTE: 17 FTE: 12 (1) IR-2210 -05 (2) GS-2210 -12 (11) GS-2210 -11 (3) GS-2210 -5/7/9 3. 5. 6, 3. 5. 7, 3. 5. 8, 3. 5. 9, 3. 5. 10 Service Desk 1 3. 5. 3 Dallas Deskside Group FTE: 12 FTE: 78 (1) IR-2210 -05 (1) GS-2210 -12 (7) GS-2210 -11 (3) GS-2210 -5/7/9 (5) IR-2210 -05 (5) GS-2210 -12 (15) GS-2210 -11 (53) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (8) GS-2210 -11 (2) GS-2210 -5/7/9 3. 5. 4 Kansas City A Deskside Group FTE: 10 (1) IR-2210 -05 (1) GS-2210 -12 (7) GS-2210 -11 (1) GS-2210 -5/7/9 3. 5. 5 Kansas City B Deskside Group FTE: 9 Service Desk Managers and Employees may sit at any POD with a Deskside presence within the Southwest Customer Service Support Center 1 10 (1) IR-2210 -05 (1) GS-2210 -12 (5) GS-2210 -11 (2) GS-2210 -5/7/9 FINAL VERSION 3. 0. 1 3. 5. 1 Austin North Deskside Group (1) IR-340 -01 (1) GS-343 -14 (1) GS-343 -13 (1) GS-344 -07
Customer Service Support Headquarters Customer Service Support Center 3. 6 Headquarters Customer Service Support Center POD- NC/DCA (1) IR-340 -01 (1) GS-343 -14 (1) GS-343 -13 (1) GS-344 -07 Total FTE: 83 FTE: 5 3. 6. 2 New Carrollton B Deskside Group FTE: 12 FTE: 10 3. 6. 5, 3. 6. 6 Service Desk 1 FTE: 30 (1) IR-2210 -05 (1) GS-2210 -12 (8) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (1) GS-2210 -12 (6) GS-2210 -11 (2) GS-2210 -5/7/9 3. 6. 3 Washington DC Deskside Group 3. 6. 4 National Office Deskside Group FTE: 11 FTE: 15 (1) IR-2210 -05 (1) GS-2210 -12 (7) GS-2210 -11 (2) GS-2210 -5/7/9 (1) IR-2210 -05 (2) GS-2210 -12 (9) GS-2210 -11 (3) GS-2210 -5/7/9 (2) IR-2210 -05 (2) GS-2210 -12 (6) GS-2210 -11 (20) GS-2210 -5/7/9 Service Desk Managers and Employees may sit at any POD with a Deskside presence within the Headquarters Customer Service Support Center 1 11 FINAL VERSION 3. 0. 1 3. 6. 1 New Carrollton A Deskside Group
Customer Service Support Solution Design & Development 3. 8 Solution Design & Development POD- Chamblee, GA (1) IR-340 -01 (1) GS-344 -07 Total FTE: 60 FTE: 2 3. 8. 2 Vendor Support Liaison POD- Austin, TX POD- Chamblee, GA FTE: 12 FTE: 13 (1) IR-2210 -05 (11) GS-2210 -12 3. 8. 3 Philadelphia End User Problem Management 3. 8. 5 San Francisco End User Problem Management POD- Philadelphia, PA POD- Fresno, CA POD- San Francisco, CA FTE: 11 (1) IR-2210 -05 (12) GS-2210 -12 3. 8. 4 Fresno End User Problem Management FTE: 11 (1) IR-2210 -05 (10) GS-2210 -12 12 (1) IR-2210 -05 (10) GS-2210 -12 FINAL VERSION 3. 0. 1 3. 8. 1 Knowledge Management
Operations Service Support 4. 0 Operations Service Support POD- NC/DCA 4. 1 Service, Asset, & Configuration Management POD- Ogden, UT Total FTE: 96 4. 2 Standards, Change & Release Management POD- Martinsburg, WV Total FTE: 79 13 4. 3 Acquisition Strategy POD- NC/DCA Total FTE: 45 FINAL VERSION 3. 0. 1 Total FTE: 223 FTE: 3 (1) ES-340 -00 (1) GS-343 -14 (1) GS-318 -9
Operations Service Support Service, Asset, & Configuration Management 4. 1 Service, Asset, & Configuration Management POD- Ogden, UT (1) IR-340 -01 (1) GS-343 -13 (1) GS-344 -7 Total FTE: 96 FTE: 3 POD- NC/DCA FTE: 13 (1) IR-2210 -04 (4) GS-2210 -13 (3) GS-2210 -12 (5) GS-2210 -11 4. 1. 3 Software Asset Management 4. 1. 5 Inventory Management POD- Martinsburg, WV FTE: 11 FTE: 15 POD- Ogden, UT (1) IR-2210 -04 (4) GS-2210 -13 (2) GS-2210 -12 (4) GS-2210 -11 4. 1. 8* VITA Support Group POD- Holtsville, NY 4. 1. 2 Hardware Asset Management B POD- Philadelphia, PA FTE: 13 (1) IR-2210 -04 (4) GS-2210 -13 (3) GS-2210 -12 (5) GS-2210 -11 4. 1. 4 Configuration Management (1) IR-2210 -04 (4) GS-2210 -13 (6) GS-2210 -12 (4) GS-2210 -9/11 (1) Sup IT Spec IR-2210 -05 (2) IT Specialist GS-2210 -12 (2) IT Spec (CS) GS-2210 -11 (2) Computer Asst. GS-335 -7 FTE: 7 4. 1. 6 Austin Equipment Depot POD- Austin, TX FTE: 11 (1) IR-2210 -05 (2) GS-2210 -12 (1) GS-2210 -9/11 (7) GS-335 -7 4. 1. 7 Ogden Equipment Depot POD- Ogden, UT FTE: 12 FTE: 11 (1) IR-2210 -04 (1) GS-2210 -14 (6) GS-2210 -13 (2) GS-2210 -12 (2) GS-2210 -11 (1) IR-2210 -05 (2) GS-2210 -12 (1) GS-2210 -9/11 (7) GS-335 -7 *Grayed boxes are out of scope 14 FINAL VERSION 3. 0. 1 4. 1. 1 Hardware Asset Management A
Operations Service Support Standards, Design, & Delivery 4. 2 Standards, Change & Release Management POD- Martinsburg, WV Total FTE: 79 FTE: 4 (1) IR-340 -01 (1) GS-2210 -14 (1) GS-343 -13 (1) GS-344 -07 4. 2. 3 Integration & Testing POD- Martinsburg, WV POD- Philadelphia, PA FTE: 12 FTE: 11 FTE: 18 (1) IR-2210 -04 (1) GS-2210 -14 (10) GS-2210 -13 (1) IR-2210 -04 (1) GS-2210 -14 (2) GS-2210 -13 (7) GS-2210 -12 4. 2. 2 Development & Standards 4. 2. 4 Release Management POD- Martinsburg, WV/ New York City, NY POD- Philadelphia, PA FTE: 18 FTE: 16 (1) IR-2210 -04 @ Martinsburg, WV (1) GS-2210 -14 @ Martinsburg, WV (6) GS-2210 -13 @ New York City, NY (2) GS-2210 -12 @ Martinsburg, WV (2) GS-2210 -12 @ New York City, NY 15 (1) IR-2210 -04 (1) GS-2210 -14 (5) GS-2210 -13 (7) GS-2210 -12 (2) GS-2210 -11 4. 2. 5 Change Management (1) IR-343 -04 (1) GS-2210 -14 (1) GS-343 -14 (4) GS-2210 -13 (6) GS-343 -13 (5) GS-2210 -12 FINAL VERSION 3. 0. 1 4. 2. 1 Security Standards
Operations Service Support Acquisitions Strategy 4. 3 Acquisitions Strategy POD- NC/DCA Total FTE: 45 FTE: 3 (1) IR-340 -01 (1) GS-343 -13 (1) GS-344 -7 4. 3. 2 Commodities & Contract Management Group B 4. 3. 3 Purchasing POD- NC/DCA POD- Dallas, TX FTE: 16 FTE: 13 (1) IR-343 -04 (3) GS-343 -13 (1) GS-343 -9/11/12 (1) GS-343 -11 (7) GS-2210 -13 16 POD- Andover, MA (1) IR-344 -08 (2) GS-344 -08 (13) GS-344 -5/6/7 FINAL VERSION 3. 0. 1 4. 3. 1 Commodities & Contract Management Group A
Business Services & Management 5. 0 Business Services & Management POD- NC/DCA (1) ES-340 -00 (1) GS-343 -14 (1) GS-318 -9 Total FTE: 182 FTE: 3 POD-NC/DCA 5. 3 Business Administration POD-Austin, TX POD-NC/DCA Total FTE: 28 Total FTE: 44 Total FTE: 58 5. 4 Continual Process Improvement 5. 5 Security POD- NC/DCA POD-NC/DCA Total FTE: 10 Total FTE: 39 (1) IR-340 -01 (2) GS-2210 -14 (1) GS-080 -13 (5) GS-2210 -13 (1) GS-344 -7 17 FINAL VERSION 3. 0. 1 5. 2 Project & Workload Management 5. 1 Service Level Management
Business Services & Management Service Level Management 5. 1 Service Level Management POD- NC/DCA (1) IR-340 -01 (1) GS-344 -7 Total FTE: 28 FTE: 2 5. 1. 2 Service Review POD- NC/DCA POD- Oakland/Bay Area, CA FTE: 16 FTE: 10 (1) IR-2210 -04 (3) GS-2210 -14 (7) GS-2210 -13 (5) GS-343 -13 (1) IR-343 -04 (6) GS-343 -13 (3) GS-343 -12 18 FINAL VERSION 3. 0. 1 5. 1. 1 Service Design
Business Services & Management Project & Workload Management 5. 2 Project & Workload Management POD- NC/DCA (1) IR-340 -01 (1) GS-344 -07 Total FTE: 58 FTE: 2 5. 2. 2 Project Group B POD- NC/DCA POD- Atlanta, GA FTE: 13 FTE: 14 (1) IR-2210 -04 (3) GS-2210 -14 (9) GS-2210 -13 (1) IR-2210 -04 (2) GS-2210 -14 (11) GS-2210 -13 19 5. 2. 3 Project Group C POD- Seattle, WA FTE: 13 (1) IR-2210 -04 (2) GS-2210 -14 (10) GS-2210 -13 5. 2. 4 Capacity, Continuity, & Availability Management POD- NC/DCA/ Atlanta, GA FTE: 16 (1) IR-2210 -04 @ NC/DCA (1) GS-343 -14 @ NC/DCA (2) GS-343 -14 @ Atlanta, GA (3) GS-343 -13 @ NC/DCA (3) GS-343 -13 @ Atlanta, GA (3) GS-2210 -13 @ NC/DCA (3) GS-2210 -13 @ Atlanta, GA FINAL VERSION 3. 0. 1 5. 2. 1 Project Group A
Business Services & Management Business Administration 5. 3 Business Administration POD- Austin, TX (1) IR-340 -01 (1) GS-344 -7 Total FTE: 44 FTE: 2 POD- Cincinnati, OH POD- Austin, TX FTE: 15 (1) IR-343 -04 (2) GS-343 -14 (6) GS-343 -13 (6) GS-2210 -13 (1) IR-343 -04 (3) GS-560 -14 (11) GS-560 -13 20 5. 3. 3 Human Resources POD- Oakland/Bay Area, CA FTE: 12 (1) IR-343 -04 (2) GS-343 -14 (9) GS-343 -13 FINAL VERSION 3. 0. 1 5. 3. 2 Budget / Financial Management 5. 3. 1 Training
Business Services & Management Operational Assessment & Evaluation Improvement 5. 4 Continual Process Improvement POD- NC/DCA Total FTE: 39 FTE: 2 5. 4. 2 Reports Analysis POD- NC/DCA POD- Fresno FTE: 12 FTE: 13 5. 4. 3 Performance Measurement POD- Chicago, IL FTE: 12 (1) IR-343 -04 (2) GS-343 -14 (9) GS-343 -13 (1) IR-343 -04 (2) GS-2210 -14 (10) GS-343 -13 21 (1) IR-2210 -04 (11) GS-2210 -13 FINAL VERSION 3. 0. 1 5. 4. 1 Operational Assessment (1) IR-340 -01 (1) GS-344 -7
22 FINAL VERSION 3. 0. 1 Post of Duty and/or City Location Details
Customer Service Support Overview Midwest WA MT OR ND ID WY WI CO PA AZ KS (172) MO * KY TN AR HI TX NC LA SC GA Southeast (166) Headquarters 1 *NC/DCA (83) FL (104) International Support for: • London • Paris • Frankfurt • Beijing • Virgin Islands *Chamblee (142) • • • Southwest *Austin • NH MA CT RI NJ DE MD *Philadelphia 1 Provides * MS AL * * WV VA * AK OK NM OH IL IN Western *Fresno NY MI IA NE UT (154) Northeast PR In the To-Be Organization there will be six Customer Service Support Centers (CSSC) designated by Southeast, Northeast, Southwest, Western, Headquarters, and Midwest Each CSSC Manager will be located in the identified * POD Each CSSC will have a minimum of two and maximum of six Service Desk (SD) groups Each SD group will consist of ten to sixteen Service Desk Specialists SD Specialists will be co-located with Deskside Specialists within the CSSC geographic area Due to the night shift, groups that support a Campus will have two additional Deskside Specialists Each CSSC will have a minimum of four and maximum of seven Deskside Groups Missouri is split over two Centers (Kansas City and Independence, MO are both in Southwest) 23 FINAL VERSION 3. 0. 1 * CA NV MN SD VT *Covington ME
Customer Service Support Overview Southeast (Chamblee*) Northeast (Philadelphia*) Connecticut Delaware Maine Maryland Massachusetts New Hampshire New Jersey New York Pennsylvania Rhode Island Vermont Virginia West Virginia Headquarters (NC/DCA*) Maryland Washington D. C. West Virginia Southwest (Austin*) Louisiana Kansas Missouri ** Nebraska New Mexico Oklahoma Texas • Western (Fresno*) Alaska Arizona California Colorado Hawaii Idaho Montana Nevada Oregon Utah Washington Wyoming • • Midwest (Covington*) Illinois Iowa Indiana Kentucky Michigan Minnesota Missouri ** North Dakota Ohio South Dakota Wisconsin • In the HPO there will be six Customer Service Support Centers designated by Southeast, Northeast, Headquarters, Southwest, Western, and Midwest The Customer Service Support Center Managers will be located in the POD identified by an asterisk* Each Customer Service Support Center will have a minimum of two and a maximum of six Service Desk Groups Each Service Desk group will consist of ten to sixteen Service Desk Specialists Due to the night shift, groups that support a Campus will have two additional Deskside Specialists The Service Desk Specialists located within each Service Support Center will be colocated with the Deskside Specialists within that CSSC geographic area ** Missouri is split over two Centers (Kansas City in Southwest and St. Louis in Midwest) 24 FINAL VERSION 3. 0. 1 Alabama Arkansas Florida Georgia Mississippi North Carolina Puerto Rico South Carolina Tennessee
3. 0 Customer Service Support Managers and Employees will be located at the below listed cities: Laguna, CA: • Operational Planning & Control Center (11 FTE) Chamblee, GA: • Solution Design & Development (2 FTE) • Vendor Support Liaison (13 FTE) Philadelphia: • End User Problem Management (11 FTE) Fresno: • End User Problem Management (11 FTE) New Carrollton/Washington DC: • Customer Service Support (3 FTE) Holtsville, NY: • Operational Planning & Control Center (6 FTE) San Francisco: • End User Problem Management (11 FTE) Customer Service Support Centers: • Details for Service Desk and Deskside Groups in following slides 25 FINAL VERSION 3. 0. 1 Austin, TX: • Knowledge Management (12 FTE)
Southeast Customer Service Support Center Chamblee Deskside Group PODs State AL City BIRMINGHAM Bldg # AL 2085 POD BIRMINGHAM End Users 185 FTE Total 1 Atlanta GA ATLANTA GA 0087 PEACHTREE SUMMIT FB 1, 136 8 Atlanta GA ATLANTA GA 2234 6655 PCHTRE DNWDY ATL 380 1 Atlanta Atlanta Atlanta GA GA GA NC NC NC GA 2004 GA 2014 GA 2046 NC 2598 NC 2561 NC 2443 NC 0090 NC 2087 NC 2570 KOGER CTR-TULANE HLNS/DRK/FRDM THE ATRIUM FIVE RESOURCE SQUARE DURHAM FAYETTEVILLE GREENSBORO HQ GREENSBORO-KINSTON RALEIGH 258 160 55 228 35 29 179 76 59 1 (1) GS 2210 -11 Atlanta NC ATLANTA MARIETTA CHARLOTTE DURHAM FAYETTEVILLE GREENSBORO RALEIGH WINSTON SALEM NC 0113 WINSTON SALEM 25 Group State City Bldg # POD End Users FTE Total Chamblee GA CHAMBLEE GA 1016 SUBMISSION PROCESSING CTR 2, 939 10 Chamblee GA CHAMBLEE GA 0010 CSS 1, 669 4 Distribution (1) IR 2210 -05 (1) GS 2210 -12 (6) GS 2210 -11 (2) GS 2210 -5/7/9 (4) GS 2210 -11 26 Distribution (1) GS 2210 -11 (1) IR 2210 -05 (5) GS 2210 -11 (2) GS 2210 -5/7/9 (1) GS 2210 -12 FINAL VERSION 3. 0. 1 Group Atlanta
Southeast Customer Service Support Center Jacksonville Deskside Group PODs Group State City Bldg # POD End Users FTE Total Jacksonville FL JACKSONVILLE FL 2476 MODIS BUILDING 653 3 Jacksonville FL JACKSONVILLE FL 0067 419 2 Jacksonville FL JACKSONVILLE FL 2542 CHAS. E. BENNETT FB 3000 BUILDING, MIDTOWN CE Jacksonville FL FL 2046 FINANCIAL CENTRE N 92 Jacksonville FL DEERFIELD BEACH MIAMI FL 0061 MIAMI FB 240 2 Jacksonville FL PLANTATION FL 2347 FTL HQ-IRS BUILDING 463 3 Jacksonville FL FL 2533 ROYAL PALM OFFICE 50 Jacksonville FL PLANTATION WEST PALM BEACH FLD 002 SUN TRUST CENTER 109 Jacksonville PR PR 3930 SAN PATRICIO OFFICE CENTR 488 27 215 2 (2) GS-2210 -11 (1) GS-2210 -12 (1) GS-2210 -11 (1) GS-2210 -5/7/9 (2) GS-2210 -11 FINAL VERSION 3. 0. 1 GUAYNABO Distribution (1) IR-2210 -05 (1) GS-2210 -11 (1) GS-2210 -5/7/9 (2) GS-2210 -11
Southeast Customer Service Support Center Memphis Deskside Group PODs State City Bldg # POD End Users FTE Total Memphis TN MEMPHIS TN 0005 MSC/TCC 2, 523 10 Memphis TN MEMPHIS TN 2070 MEMPHIS-FALLS 74 Memphis TN NASHVILLE TN 2017 NASHVILLE SATEL 471 3 Memphis TN TN NASHVILLE TN 0052 TN 2038 318 87 1 Memphis TN NASHVILLE TN 2468 N VILLE HQ 810 BROADWAY CUSTOMS HOUSE NASHVILLE 28 41 Distribution (1) IR-2210 -05 (7) GS-2210 -11 (2) GS-2210 -5/7/9 (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 (1) GS 2210 -11 FINAL VERSION 3. 0. 1 Group
Southeast Customer Service Support Center Service Desk Group PODs Three Southeast Service Desk Groups Three Managers and 43 Specialists may be located at any of the below listed PODs: 29 Florida, Tennessee, Puerto Rico: FL 0061 Miami FL 0067 Jacksonville (Chas. Fed Bldg) FL 2347 Plantation (Ft. L. Hdqtrs Bldg) FL 2476 Jacksonville (Modis Bldg) TN 0005 Memphis (TCC) TN 2017 Nashville (Satellite) TN 0052 Nashville (Headquarters) PR 3930 Guaynabo (San Patricio Off Ctr) FINAL VERSION 3. 0. 1 Atlanta, Georgia, North Carolina: AL 2085 Birmingham GA 0087 Atlanta (Peachtree Summit) GA 2004 Atlanta (Koger Ctr-Tulane) GA 2234 Atlanta (Peachtree Dnwdy) GA 0010 Chamblee (Campus) GA 1016 Chamblee (Submission Proc. Ctr) NC 0090 Greensboro NC 2598 Charlotte (Five Resource Square)
Western Customer Service Support Center Seattle Deskside Group PODs State City Bldg # POD VECO ALASKA BUILDINGANCH PRINCE KUHIO FBO HONOLU COUNTRY CLUB CENTER EUG Seattle AK ANCHORAGE AK 3237 Seattle HI HONOLULU HI 0011 Seattle OR EUGENE OR 6637 Seattle OR PORTLAND OR 0043 E. GREEN - W. WYATT FB POR 534 Seattle OR WA WA SALEM BELLEVUE EVERETT OR 6660 WA 7565 WA 7598 OAKSTREET BUILDING 520 BUILDING - BELLEVUE RUCKER BLDG -EVERETT 30 53 40 Seattle WA SEATTLE WA 0101 JACKSON FB - SEATTLE 990 Seattle WA TACOMA WA 7438 FIRST INTERSTATE PLA - TA 65 Seattle WA VANCOUVER WA 0094 FEDERAL BUILDING VANCOU 30 30 End Users FTE Total Distribution 77 1 (1) GS 2210 -11 133 1 (1) GS 2210 -11 3 (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 4 (1) IR 2210 -05 (2) GS 2210 -11 (1) GS 2210 -5/7/9 30 FINAL VERSION 3. 0. 1 Group
Western Customer Service Support Center Southern California Deskside Group PODs Group Southern CA State AZ City MESA Bldg # AZ 7886 POD MESA End Users 47 FTE Total Distribution Southern CA AZ PHOENIX AZ 6694 PHOENIX 393 3 (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 Southern CA AZ AZ PHOENIX TEMPE AZ 6267 AZ 6021 NORTHWEST - PHOENIX TEMPE 53 57 CA Los Angeles CA 0150 Los Angeles 640 4 Southern CA Southern CA Southern CA Southern CA CA CA CA Los Angeles North LA Inland Empire Orange County CA 6218 Glendale El Segundo El Monte Long Beach Van Nuys Woodland Hills Camarillo Thousand Oaks San Bernardino Riverside Palm Springs Laguna Niguel Santa Ana 272 160 295 129 118 88 96 22 194 18 20 562 208 1 1 (1) GS 2210 -11 3 (3) GS 2210 -11 Southern CA CA San Diego 400 2 (1) GS 2210 -11 (1) GS 2210 -5/7/9 Southern CA CA San Diego San Marcos 71 CAD 002 CA 6375 CAD 001 CA 0521 CA 0167 31 FINAL VERSION 3. 0. 1 Southern CA (1) IR 2210 -05 (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 (1) GS 2210 -11
Western Customer Service Support Center Fresno Deskside Groups A and B PODs State City Bldg # POD End Users FTE Total Fresno CA FRESNO CA 4664 SERVICE CENTER - BUTLER A 4, 948 13 Fresno CA FRESNO CA 7456 COMPLIANCE SERVICE BLDG. 1, 360 7 Fresno CA FRESNO CA 7462 ACCOUNTS MANAGEMENT 1, 069 5 Fresno CA CA FRESNO CA 7045 CA 7387 120 92 Fresno CA FRESNO CA 7347 N. BLYTHE AVE. GUARANTEE BUILDING FRESNO FRAUD DETECTION CE Fresno CA FRESNO CA 7370 EL DORADO - FRESNO (FILE 33 Fresno CA TULARE CA 6530 TULARE, CA 239 32 Distribution (1) IR 2210 -05(A) (1) GS 2210 -12(A) (9) GS 2210 -11(A) (2) GS 2210 -5/7/9(A) (1) IR 2210 -05(B) (1) GS 2210 -12 (B) (4) GS 2210 -11(B) (1) GS 2210 -5/7/9(B) (4) GS 2210 -11(B) 77 1 (1) GS 2210 -11(B) FINAL VERSION 3. 0. 1 Group
Western Customer Service Support Center Bay Area Deskside Group PODs State City Bldg # POD End Users FTE Total Bay Area CA OAKLAND CA 0281 FEDOAK 913 4 Bay Area CA REDWOOD CITY CA 7113 REDWOOD CITY 45 Bay Area CA CA 0154 450 GG AVE, SF 301 Bay Area CA CA 6000 160 SPEAR-SF 109 Bay Area CA CA 6958 333 MARKET 86 Bay Area CA SAN JOSE CA 6116 SAN JOSE HQ 417 Bay Area CA CA SAN MARCOS SAN RAFAEL SANTA ROSA VALLEJO CA 6921 CA 7385 CA 0221 CA 6449 CITY HALL SMITH RANCH SANTA ROSA VALLEJO 73 36 53 37 Bay Area CA WALNUT CREEK CA 6862 185 LENNON LANE 88 Bay Area CA SACRAMENTO CA 6139 NORTH POINTE 290 SAN FRANCISCO 33 Distribution (1) IR 2210 -05 (2) GS 2210 -11 (1) GS 2210 -5/7/9 2 (2) GS 2210 -11 3 (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 2 (2) GS 2210 -11 FINAL VERSION 3. 0. 1 Group
Western Customer Service Support Center Ogden North Deskside Group PODs Group State City Bldg # POD End Users FTE Total 304 2 NV LAS VEGAS NV 7516 Ogden North UT OGDEN UT 1379 ANNEX III 440 1 Ogden North UT OGDEN UT 1351 ANNEX II BLDG 356 1 Ogden North UT OGDEN UT 0036 IRS SERVICE CENTER 2, 570 10 34 Distribution (1) GS 2210 -12 (1) GS 2210 -5/7/9 (1) GS 2210 -12 (1) GS 2210 -11 (1) IR 2210 -05 (8) GS 2210 -11 (1) GS 2210 -5/7/9 FINAL VERSION 3. 0. 1 Ogden North LAS VEGAS - CITY PARKWAY
Western Customer Service Support Center Ogden South Deskside Group PODs State City Bldg # POD End Users FTE Total Ogden South CO DENVER CO 1656 DENVER - DOMINION PLAZA 579 2 Ogden South CO DENVER CO 0054 C. E. CHAVEZ MEMORIAL BLDG 150 Ogden South CO DENVER CO 1811 1999 BROADWAY BUILDING 115 Ogden South Ogden South Ogden South CO CO UT UT UT ENGLEWOOD FORT COLLINS LAKEWOOD WESTMINSTER OGDEN OGDEN CO 1539 CO 0046 CO 1786 CO 1989 UT 1430 UT 1434 UT 1426 UT 1431 UT 1414 UT 1417 GREENS AT INVERNESS FORT COLLINS - FB-PO LAKEWOOD WESTMINSTER AUTOLIV BUILDING SCOWCROFT BUILDING WEBER CENTER OGDEN CITY CENTRE COMMERCE BUILDING 155 E. 31 ST - TAS 128 25 51 53 856 513 81 79 66 65 3 2 (3) GS 2210 -11 (2) GS 2210 -11 Ogden South UT SALT LAKE CITY UT 1387 SOCIAL HALL PLAZA 201 1 (1) GS 2210 -11 Ogden South UT OGDEN UT 1428 TWIN RIVERS COMPLEX 35 1, 118 3 Distribution (1) GS 2210 -11 (1) GS 2210 -5/7/9 (1) IR 2210 -05 (1) GS 2210 -12 (1) GS 2210 -11 FINAL VERSION 3. 0. 1 Group
Western Customer Service Support Center Service Desk Group PODs Four Western Service Desk Groups Four Managers and 58 Specialists may be located at any of the below listed PODs: 36 FINAL VERSION 3. 0. 1 Alaska, Arizona, California, Colorado, Hawaii, Nevada, Oregon, Utah, Washington: CO 1656 Denver (Dominion Plaza) AK 3237 Anchorage (Veco Alask Bldg) HI 0011 Honolulu (Prince Kuhio FB) AZ 6694 Phoenix NV 7516 Las Vegas (City Parkway) CA 0150 Los Angeles OR 0043 Portland (Green-Wyatt FB) CA 0167 San Diego CA 0521 Orange County (Laguna Niguel) UT 0036 Ogden (Campus) UT 1351 Ogden (Annex II Bldg) CA 6218 Los Angeles (Glendale) UT 1379 Ogden (Annex III Bldg) CA 6375 North LA (Thousand Oaks) CAD 001 Inland Empire (San Bernardino) UT 1387 Salt Lake City (Social Hall Plaza) UT 1428 Ogden (Twin Rivers Complex) CAD 002 Los Angeles (El Monte) UT 1430 Ogden (Autoliv Bldg) CA 4664 Fresno (Campus Butler A) UT 1434 Ogden (Scowcroft Bldg) CA 6530 Tulare CA 7456 Fresno (Compliance Serv. Bldg) WA 0101 Seattle CA 7462 Fresno (Accounts Mgmnt) CA 0154 San Francisco (333 Market) CA 0281 Oakland CA 6116 San Jose (Headquarters) CA 6139 Sacramento (North Pointe)
Northeast Customer Service Support Center Philadelphia Deskside Group PODs State NJ NJ NJ Philadelphia PA City CHERRY HILL MAYS LANDING TRENTON KING OF PRUSSIA PHILADELPHIA Bldg # NJ 5041 NJ 6998 NJ 5005 POD CHERRY HILL MAYS LANDING TRENTON End Users 103 48 63 PAD 001 KING OF PRUSSIA 111 PA 0462 PSC - SOUTH FTE Total 1, 529 Philadelphia PA PHILADELPHIA PA 6520 PSC - NORTH 1, 432 14 Philadelphia PA PHILADELPHIA PA 0277 PHL - GREEN FOB 576 2 Philadelphia Philadelphia PA PA PA PHILADELPHIA PHILADELPHIA PA 0727 PA 0564 PA 0739 PA 0594 PA 0559 PSC-SOUTHWEST PSC - EAST PSC-BLUE GRASS PHL - 1601 MARKET PHL - CNSL/APLS 541 368 196 116 100 Notes: -The Philadelphia Group will require higher than normal staff due to the Campus and night shift. -Most of the staff will reside in the PSC-North POD 37 Distribution (1) IR 2210 -05 (1) GS 2210 -12 (9) GS 2210 -11 (3) GS 2210 -5/7/9 (2) GS 2210 -11 FINAL VERSION 3. 0. 1 Group Philadelphia
Northeast Customer Service Support Center Martinsburg Deskside Group PODs State City Bldg # POD MONROEVILLE-PENN OFC BLDG End Users Martinsburg PA MONROEVILLE PA 0745 Martinsburg PA PITTSBURGH Martinsburg Martinsburg PA VA VA VA WV Martinsburg PA 0233 PGH - FOB 573 PITTSBURGH RICHMOND ARLINGTON BECKLEY PA 0517 VA 0088 VA 0496 VA 1287 WV 0171 PGH - LIB. CTR. RICHMOND FOB 600 MAIN STREET CTR CRYSTAL PLAZA 6 BECKLEY FB & CTHSE 101 580 41 66 179 WV MARTINSBURG WV 0191 ECC FACILITY 546 2 WV MARTINSBURG WV 0158 ECC MARTINSBURG ANNEX 400 2 38 FTE Total Distribution 3 (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 3 (3) GS 2210 -11 1 1 (1) GS 2210 -11 (1) IR 2210 -05 (1) GS 2210 -5/7/9 38 (2) GS 2210 -11 FINAL VERSION 3. 0. 1 Group
Northeast Customer Service Support Center Brookhaven Deskside Group PODs Group Brookhaven State NY NY NY City GARDEN CITY HAUPPAUGE HEMPSTEAD Bldg # NY 6460 NY 7117 NY 6313 POD GARDEN CITY HAUPPAUGE HEMPSTEAD End Users 235 123 33 Distribution 10 (1) IR 2210 -05 (1) GS 2210 -12 (7) GS 2210 -11 (1) GS 2210 -5/7/9 Brookhaven NY HOLTSVILLE NY 0376 BROOKHAVEN SERVICE CENTER 2, 863 Brookhaven NY NY NY 7243 NY 7184 1 CORP. DRIVE 5000 CORP. DR. 227 215 Brookhaven NY NY 6470 METROTECH 359 1 (1) GS 2210 -11 Brookhaven NY NY HOLTSVILLE NEW YORKKINGS BUFFALO NY 7340 NY 7051 NIAGARA CENTER BUFFALO 245 30 1 (1) GS 2210 -11 Brookhaven NY CHEEKTOWAGA NY 6466 APPLETREE 697 2 (1) GS 2210 -11 (1) GS 2210 -5/7/9 Brookhaven NY CHEEKTOWAGA NY 7241 COMO 69 Note: The Brookhaven Group will require higher than normal staff due to the Campus and night shift. 39 FINAL VERSION 3. 0. 1 FTE Total
Northeast Customer Service Support Center Andover Deskside Group PODs State City Bldg # POD End Users FTE Total Andover MA BOSTON MA 0131 JFK FEDERAL BUILDING 351 3 Andover MA BOSTON MA 0153 THOMAS P. O'NEILL JR. FOB 114 Andover MA FITCHBURG MA 0129 313 1 (1) GS 2210 -11 Andover MA LOWELL MA 5679 PHILIP J PHILBIN CROSS POINT TOWER THREE 424 2 (2) GS 2210 -11 Andover MA LOWELL MA 5813 CROSS POINT TOWER ONE 170 Andover MA METHUEN MA 5604 METHUEN 353 1 Andover MA ANDOVER MA 0137 IRS CENTER 2, 026 7 Andover RI WARWICK RI 7085 WARWICK 84 1 (1) GS 2210 -11 (1) IR 2210 -05 (1) GS 2210 -12 (4) GS 2210 -11 (1) GS 2210 -5/7/9 (1) GS 2210 -11 Note: The Andover Group will require higher than normal staff due to the Campus and night shift. 40 Distribution (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 FINAL VERSION 3. 0. 1 Group
Northeast Customer Service Support Center Manhattan Deskside Group PODs State CT CT NJ City HARTFORD NEWARK Bldg # CT 0013 CT 3323 NJD 002 POD COTTER FB EAST HARTFORD NEWARK C&A End Users 154 48 79 Manhattan NJ NEWARK NJ 0056 NEWARK VETERANS BLDG 25 Manhattan NJ ISELIN NJ 4600 ISELIN - LMSB HQ Manhattan NY NEW YORK NY 7013 Manhattan NY NEW YORK Manhattan NY NJ Manhattan NJ NEW YORK BRONX NEW YORK QUEENS WESTBURY EDISON Springfield/ Mountainside FTE Total 2 Distribution (2) GS 2210 -11 1 (1) GS 2210 -11 27 1 MIDTOWN 816 3 NY 0350 290 BROADWAY 604 2 (1) GS 2210 -11 (1) IR 2210 -05 (1) GS 2210 -11 (1) GS 2210 -5/7/9 (1) GS 2210 -12 (1) GS 2210 -5/7/9 NY 7282 COUNSEL-FEDERAL RESERVE B 95 1 (1) GS 2210 -11 NY 7304 BRONX OFFICE 59 NY 5848 LEFRAK CITY PLAZA 92 NY 6412 NJD 001 WESTBURY EDISON 37 124 1 (1) GS 2210 -11 NJD 003 955 Springfield Ave. 342 1 41 (1) GS 2210 -11 FINAL VERSION 3. 0. 1 Group Manhattan
Northeast Customer Service Support Center Service Desk Group PODs Six Northeast Service Desk Groups Six Managers and 87 Specialists may be located at any of the below listed PODs: Connecticut, Massachusetts, New Jersey, New York, Pennsylvania, Rhode Island, Virginia, West Virginia: 42 NY 0376 Holtsville (Bkh Campus) NY 6466 Cheektowaga (Appletree) NY 6470 New York-Kings (Metrotech) NY 7340 Buffalo (Niagara Center) PA 0277 Philadelphia (Green FB) PA 6520 Philadelphia (Campus North) PA 0233 Pittsburgh RI 7085 Warwick VA 0088 Richmond VA 1287 Arlington (Crystal Plaza 6) WV 0158 Martinsburg (Annex) WV 0171 Beckley WV 0191 Martinsburg (ECC) FINAL VERSION 3. 0. 1 CT 0013 Hartford MA 0129 Fitchburg MA 0131 Boston (JFK FB) MA 0137 Andover (Campus) MA 5604 Methuen MA 5679 Lowell (Cross Point Twr 3) NJ 4600 Iselin NJD 002 Newark NJD 003 Springfield NY 0350 Manhattan (290 Bdwy) NY 6412 Westbury NY 7013 Manhattan (Midtown) NY 7282 New York (Counsel-FB Reserve B)
Midwest Customer Service Support Center Detroit Deskside Group PODs State City Bldg # POD End Users FTE Total Detroit MI DETROIT MI 1951 DCC-DETROIT, MI /DET 1, 160 5 Detroit MI DETROIT MI 0131 PVM FOB-DETROIT, MI /DET 257 1 (1) GS 2210 -11 Detroit MI Detroit 3 (1) GS 2210 -12 (1) GS 2210 -11 (1) GS 2210 -5/7/9 1 (1) GS 2210 -11 MI OH OH FARMINGTON HILLS FLINT MOUNT CLEMENS PONTIAC AKRON CANTON MI 1995 FARMINGTON HILLS, MI /DET FLINT, MI /DET MI 1942 CLINTON , MI /DET 49 MI 2181 OH 0194 OH 0023 PONTIAC, MI /DET AKRON CANTON Detroit OH 95 55 30 CLEVELAND OH 0192 CLEVELAND 445 Detroit OH CLEVELAND OH 2028 1 CLEVELAND CTR 42 Detroit OH INDEPENDENCE OH 2138 INDEPENDENCE 220 Detroit OH YOUNGSTOWN OH 0302 YOUNGSTOWN FED. BLDG. 30 Distribution (1) IR 2210 -05 (3) GS 2210 -11 (1) GS 2210 -5/7/9 MI 2097 43 94 46 FINAL VERSION 3. 0. 1 Group
Midwest Customer Service Support Center Chicago Deskside Group PODs State City Bldg # POD End Users FTE Total Chicago IL 0236 230 S Dearborn 748 3 Chicago Chicago Chicago Chicago IL IL IL MN MN MN Chicago Olympia Fields Orland Park Downers Grove Morton Grove Schaumburg Vernon Hills St. Paul Minneapolis Brooklyn Center Bloomington MN 1675 200 W. Adams 525 W. Monroe 3615 Park Drive 14479 S John Humphrey Dr 1901 Butterfield Rd 2001 Butterfield Rd 8125 -35 River Dr 860 E Algonquin Blvd 945 Lakeview Parkway 30 E Seventh St 380 Jackson St 250 Marquette Ave 6200 Shingle Creek Parkway 1550 American Blvd 167 42 64 66 23 279 93 116 42 263 49 31 118 140 Chicago WI Milwaukee WI 1720 211 W Wisconsin 251 Chicago WI Waukesha N 14 W 24200 Tower Place 89 IL 2337 IL 2218 MN 1600 44 Distribution (1) IR 2210 -05 (1) GS 2210 -11 (1) GS 2210 -5/7/9 2 (2) GS 2210 -11 1 (1) GS 2210 -11 (1) GS 2210 -12 (1) GS 2210 -5/7/9 2 FINAL VERSION 3. 0. 1 Group
Midwest Customer Service Support Center Covington Deskside Group PODs State KY City (NO CITY) Bldg # KY 2020 POD CSC ANNEX-WAREHOUSE End Users 194 FTE Total Covington KY COVINGTON KY 0085 CSC SERVICE CENTER 2, 108 8 Covington KY COVINGTON KY 2032 CSC GATEWAY CENTER 1, 373 5 Covington KY COVINGTON KY 3005 CSC GATEWAY WEST 918 4 Note: The Covington Group will require higher than normal staff due to the Campus and night shift. 45 Distribution (1) IR 2210 -05 (6) GS 2210 -11 (1) GS 2210 -5/7/9 (1) GS 2210 -12 (3) GS 2210 -11 (1) GS 2210 -5/7/9 (1) GS 2210 -12 (2) GS 2210 -11 (1) GS 2210 -5/7/9 FINAL VERSION 3. 0. 1 Group Covington
Midwest Customer Service Support Center Cincinnati Deskside Group PODs State City Bldg # End Users FTE Total Distribution 307 2 (2) GS 2210 -11 IN 0133 KY 3016 KY 2050 KY 3090 KY 2049 KY 0086 POD INDY-PENDLETON TRADE, IN/D INDY-M/C FOB, IN /DET CSC NEW FILES NBIC MEIDINGER TOWER LOU ORMSBY LOU MAZZOLI FB Cincinnati IN INDIANAPOLIS IN 1653 Cincinnati Cincinnati IN KY KY KY INDIANAPOLIS FLORENCE LOUISVILLE 277 243 51 20 51 106 1 1 (1) GS 2210 -11 Cincinnati OH WEST CHESTER OH 2306 WESTCHESTER 26 Cincinnati OH CINCINNATI OH 0189 JOHN W PECK FB 742 4 (1) IR 2210 -05 (1) GS 2210 -12 (2) GS 2210 -5/7/9 Cincinnati OH CINCINNATI OH 2095 ENQUIRER BLDG 143 46 FINAL VERSION 3. 0. 1 Group
Midwest Customer Service Support Center St. Louis Deskside Group PODs Group St. Louis State IL IL City Bloomington Fairview Heights Bldg # IL 2165 POD 1201 N Mitsubishi Motorway 2402 E Empire 301 S Prospect 380 Office Court End Users 68 500 11 48 FTE Total Distribution 2 (2) GS 2210 -11 MO St. Louis MO 0106 1222 Spruce St. 906 5 St. Louis MO MO Chesterfield Earth City MO 1833 1122 T&C Commons 111 Corporate Office Dr 202 35 2 47 FINAL VERSION 3. 0. 1 St. Louis (1) IR 2210 -05 (1) GS 2210 -12 (1) GS 2210 -11 (2) GS 2210 -5/7/9 (2) GS 2210 -11
Midwest Customer Service Support Center Service Desk Group PODs Six Midwest Service Desk Groups Six Managers and 89 Specialists may be located at any of the below listed PODs: 48 FINAL VERSION 3. 0. 1 Illinois, Indiana, Kentucky, Michigan, Minnesota, Missouri, Ohio, Wisconsin: IL 0236 Chicago MI 0131 Detroit (PVM FB) IL 2218 Schaumburg MI 1951 Detroit (ECC) IL 2337 Downers Grove MN 1600 St. Paul IL 2165 Bloomington MN 1675 Bloomington IN 0133 Indianapolis MO 0106 St. Louis IN 1653 Indianapolis MO 1833 Chesterfield KY 0085 Covington (Campus) OH 0192 Cleveland KY 2032 Covington (Campus Gtwy Ctr) KY 3005 Covington (Campus Gtwy West) OH 2138 Independence OH 0189 Cincinnati (John Peck FB) KY 0086 Louisville (Lou Mazzoli FB) WI 1720 Milwaukee KY 3016 Florence
Southwest Customer Service Support Center Austin North Deskside Group PODs State City Bldg # POD End Users FTE Total Austin North LA NEW ORLEANS LA 1336 NEW ORLEANS 217 2 Austin North LA NEW ORLEANS LA 0034 HEBERT FB 60 Austin North TX AUSTIN TX 2038 IRS SW SERVICE CENTER 4, 003 Note: The Austin North Group will require higher than normal staff due to the Campus and night shift. 49 15 Distribution (1) GS 2210 -12 (1) GS 2210 -5/7/9 (1) IR 2210 -05 (1) GS 2210 -12 (11) GS 2210 -11 (2) GS 2210 -5/7/9 FINAL VERSION 3. 0. 1 Group
Southwest Customer Service Support Center Austin South Deskside Group PODs State City Bldg # POD End Users FTE Total Austin South TX AUSTIN TX 1962 SOUTHPARK BLDG G 1, 173 4 Austin South Austin South TX TX TX AUSTIN AUSTIN TX 2225 TX 2437 TX 0227 TX 2054 TX 2099 274 249 205 182 121 1 1 Austin South TX AUSTIN XXTX 01 SOUTHPARK BLDG J SOUTH TECH BUILDING 4 JJ PICKLE FEDERAL BLDG ECHELON I SOUTHPARK BLDG K 4150 FREIDRICH LANE, AUST Austin South TX HOUSTON TX 0297 ALLIANCE TOWER 522 2 Austin South TX TX TX HOUSTON TX 0298 TX 2298 TX 1861 LELAND FB HOUSTON NW HOUSTON SE 447 51 45 2 Austin South TX SAN ANTONIO TX 2409 SUNSET SQUARE 403 2 Austin South TX SAN ANTONIO TX 2559 PETROLEUM TOWERS 170 50 Distribution (1) IR 2210 -05 (2) GS 2210 -11 (1) GS 2210 -5/7/9 (1) GS 2210 -11 29 (1) GS 2210 -11 (1) GS 2210 -5/7/9 (2) GS 2210 -11 (1) GS 2210 -12 (1) GS 2210 -5/7/9 FINAL VERSION 3. 0. 1 Group
Southwest Customer Support Center Dallas Deskside Group PODs State Dallas OK Dallas TX Dallas City OKLAHOMA CITY Bldg # POD End Users FTE Total Distribution OK 1356 OKLAHOMA CITY 318 2 (2) GS-2210 -11 DALLAS TX 0058 SANTA FE FB 774 3 TX DALLAS TX 0284 CABELL FB 485 2 Dallas TX FARMERS BRANCH TX 0302 FARMERS BRANCH 876 5 Dallas TX TX TX FORT WORTH HARLINGEN TX 2653 TX 0224 TX 2447 FOSSIL CREEK LANHAM FB, FT WORTH SUNSHINE STRIP 145 38 28 51 (2) GS-2210 -11 (1) GS-2210 -5/7/9 (2) GS-2210 -11 (1) IR-2210 -05 (1) GS-2210 -12 (2) GS-2210 -11 (1) GS-2210 -5/7/9 FINAL VERSION 3. 0. 1 Group
Southwest Customer Service Support Center Kansas City Deskside Groups A and B PODs Group Kansas City State KS City Mission MO Kansas City Kansas City Kansas City MO MO MO NE NE NE Kansas City Independence Omaha POD 5799 Broadmoor End Users 83 FTE Total MO 1937 3333 W Pershing 4802 18 NE 1384 2345 Grand 5800 E Bannister 1500 E Bannister 2306 E Bannister 3730 Elizabeth 6000 E Geospace Dr 111 S 18 th Plaza 1313 Farnam St 7215 Ontario 35 139 3 53 43 5 18 52 71 1 Note: The 3333 W Pershing POD will consist of members of both groups Kansas City A and B. 52 Distribution (1) IR 2210 -05(A) (1) IR 2210 -05(B) (2) GS 2210 -12(A & B) (6) GS 2210 -11(A) (5) GS 2210 -11(B) (1) GS 2210 -5/7/9(A) (2) GS 2210 -5/7/9(B) (1) GS 2210 -11(A) FINAL VERSION 3. 0. 1 Kansas City Bldg #
Southwest Customer Service Support Center Service Desk Group PODs Five Southwest Service Desk Groups Five Managers and 73 Specialists may be located at any of the below listed PODs: 53 FINAL VERSION 3. 0. 1 Louisiana, Missouri, Nebraska, Oklahoma, Texas: LA 1336 New Orleans MO 1937 Kansas City (3333 W Pershing) NE 1384 Omaha OK 1356 Oklahoma City TX 2038 Austin (Campus) TX 0058 Dallas (Santa Fe FB) TX 0284 Dallas (Cabell FB) TX 0302 Farmers Branch TX 0297 Houston (Alliance Tower) TX 0298 Houston (Leland FB) TX 1962 Austin (Southpark Bldg G) TX 2225 Austin (Southpark Bldg J) TX 2409 San Antonio (Sunset Square) TX 2437 Austin (South Tech Bldg 4)
Headquarters Customer Service Support Center New Carrollton Deskside Groups A and B PODs Group New Carrollton State MD MD New Carrollton New Carrollton MD MD NEW CARROLLTON OXON HILL WHEATON BALTIMORE Bldg # MD 0195 POD LANDOVER End Users 42 MD 0278 NEW CARROLLTON FEDERAL BL 3, 330 MD 0750 8100 CORPORATE DRIVE CONSTELLATION WHEATON CUST SERV SITE FALLON BLDG 400 102 268 454 Distribution (1) IR 2210 -05(A) (1) IR 2210 -05(B) (2) GS 2210 -12 (A & B) (2) GS 2210 -5/7/9(A) (2) GS 2210 -5/7/9(B) (7) GS 2210 -11(A) (3) GS 2210 -11(B) 93 MD 0281 MD 0187 MD 0428 MD 0055 FTE Total 18 1 3 Note: The New Carrollton Federal Building POD will consist of members of both groups New Carrollton A and B. 54 (1) GS 2210 -11(A) (3) GS 2210 -11(B) FINAL VERSION 3. 0. 1 New Carrollton City LANDOVER
Headquarters Customer Service Support Center Washington DC/National Office Deskside Group PODs State City Bldg # POD End Users FTE Total Washington DC DC WASHINGTON DC 0363 500 N CAPITOL 443 3 Washington DC DC WASHINGTON DC 0560 1750 PENNSYLVANIA AVE 268 1 Washington DC DC WASHINGTON DC 0691 US MINT ANNEX 155 3 Washington DC DC WASHINGTON DC 9914 DC 0373 DC 0404 US MINT UNION CENTER 2 FRANKLIN COURT 127 82 67 2 2 (2) GS-2210 -11 Group State City Bldg # POD End Users FTE Total National Office DC WASHINGTON DC 0022 NATIONAL OFFICE 2, 083 15 Distribution (1) IR-2210 -05 (2) GS-2210 -12 (9) GS-2210 -11 (3) GS-2210 -5/7/9 International support provided for: • London • Beijing • Paris • Virgin Islands • Frankfurt 55 Distribution (1) IR-2210 -05 (1) GS-2210 -12 (1) GS-2210 -5/7/9 (1) GS-2210 -11 (2) GS-2210 -11 (1) GS-2210 -5/7/9 FINAL VERSION 3. 0. 1 Group
Headquarters Customer Service Support Center Service Desk Group PODs Two Headquarters Service Desk Groups Two Managers and 28 Specialists may be located at any of the below listed PODs: 56 FINAL VERSION 3. 0. 1 Maryland, Washington DC: MD 0278 New Carrollton FB MD 0428 Baltimore MD 0055 Baltimore (Fallon Bldg) DC 0363 Washington DC (500 N Capitol) DC 0373 Washington DC (Union Ctr 2) DC 0404 Washington DC (Franklin Ct. ) DC 0560 Washington DC (1750 Penn. Ave. ) DC 0691 Washington DC (US Mint Annex) DC 0022 Washington DC (National Office)
4. 0 Operations Service Support Managers and Employees will be located at the below listed cities: Andover: • Purchasing (16 FTE) Dallas: • Commodities & Contract Mgmnt (13 FTE) New York City: • Development & Standards (8 FTE) Martinsburg: • Software Asset Mgmnt (11 FTE) • Standards, Release, & Change Mgmnt (4 FTE) • Security Standards (12 FTE) • Development & Standards (10 FTE) • Integration & Testing (11 FTE) Philadelphia: • Hardware Asset Mgmnt (13 FTE) • Release Mgmnt (16 FTE) • Change Mgmnt (18 FTE) 57 Ogden: • Service Asset & Configuration Mgmnt (3 FTE) • Configuration Mgmnt (12 FTE) • Inventory Mgmnt (15 FTE) • Equipment Depot (11 FTE) FINAL VERSION 3. 0. 1 Austin: • Equipment Depot (11 FTE) New Carrollton/Washington DC: • Hardware Asset Mgmnt (13 FTE) • Acquisitions Strategy (3 FTE) • Commodities & Contract Mgmnt (13 FTE) • Operations Service Support (3 FTE)
5. 0 Business Services and Management Managers and Employees will be located at the below listed cities: Atlanta: • Project Group (14 FTE) • Capacity, Continuity, & Availability (8 FTE) Chicago: • Performance Measurement (12 FTE) Cincinnati: • Training (15 FTE) Oakland-Bay Area: • Service Review (10 FTE) • Human Resources (12 FTE) Fresno: • Reports Analysis (13 FTE) Seattle: • Project Group (13 FTE) 58 FINAL VERSION 3. 0. 1 Austin: • Business Administration (2 FTE) • Budget/Financial Mgmnt (15 FTE) New Carrollton/Washington DC: • Business Services & Mgmnt (3 FTE) • Service Level Mgmnt (2 FTE) • Service Design (16 FTE) • Project & Workload Mgmnt (2 FTE) • Project Group (13 FTE) • Capacity, Continuity, & Availability (8 FTE) • Continual Process Improvement (2 FTE) • Operational Assessment 12 FTE) • Security (10 FTE)
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