The National Wireless Program (NWP) within the Enterprise Services Center (ESC) was established in August 2005 by the FAA to provide the best in government life-cycle management of cellular and satellite devices. The NWP helps manage and simplify the ever-growing mobile connected workforce and provides significant cost savings while dramatically reducing the total cost of ownership for Federal Government Agencies. The NWP currently manages an inventory of approximately 22,000 wireless devices and supports over 17,895 Federal Aviation Administration (FAA) customers.
The NWP team has resolved requests to address cellular service connectivity issues at Air Traffic Organization facilities by partnering with wireless service providers who conduct comprehensive infrastructure audits, evaluate coverage gaps, and install repeater or signal boosters at zero cost. These solutions enhanced employee connectivity and overall operational efficiency within the agency at the following locations:
The NWP also provided a zero-cost solution to support the Office of Information and Technology’s (AIT) Mobile Device Management Team by implementing measures to comply with the FAA’s Zero Trust mandate to activate Microsoft’s Intune Supervised Mode on all mobile devices. The NWP team developed and executed a project plan to address a tech refresh for unsupportable devices. The effort required onsite personnel labor resources from a wireless service provider at no cost to the agency and the support of 50 Mobile Service Coordinators from all FAA Lines of Business/Staff Offices (LOB/SO) to replace and distribute 1,250 mobile devices within a four-day timeframe.
The NWP is engaged in continuous process improvement with the NWP Asset Management Program, processing disposal activities to remove 6,457 devices from 1,011 cost centers, which reduced the FAA asset liability by $3,011,953. In addition, the team added 8,039 devices to 1,250 cost centers, ensuring proper inventory management while adding $4,367,343. in asset value.
Through cooperation and coordination between cross-functional teams, the NWP was involved in different aspects of the program, helping to address complex challenges holistically and delivering cohesive solutions to customers. The team maintained solid partnerships and collaborations with the seven wireless carriers to streamline communication, optimize service delivery, and leverage carrier expertise to benefit customers. The NWP cultivated a culture of continuous improvement and innovation by seeking/encouraging collaboration, idea-sharing, and feedback loops within and outside the program. The team embraced a mindset of learning from successes and failures, continuously improving processes based on feedback, leading to service enhancements and long-term success.
The NWP partnered with AT&T and the FirstNet Authority to deploy the only nationwide federal broadband network for public safety into the field, with services and solutions dedicated to first responders at zero cost, in support of three Air Traffic Organization (ATO) requests.
In collaboration with FAA’s National Crisis Response Emergency Operations (CREO), the MMAC, Choctaw Nation of Oklahoma (CNO), AT&T, and FirstNet Authority, the NWP supported the first-ever emergency response exercise, showcasing the safe and effective deployment of small, unmanned aircraft systems (sUAS) in remote areas. To enable seamless communications and data sharing, the NWP, AT&T, and the FirstNet Authority utilized advanced technologies, including the Compact Rapid Deployable (CRD), MegaGo unit, and Satellite Cells on Light Trucks (SatCOLTs) for SATCOM and Wi-Fi connectivity. These technologies enabled live streaming, uploading of large data sets, and information sharing through Microsoft Teams.
By deploying and configuring the MegaGo broadband communication equipment, the NWP can extend cellular connectivity up to 30 miles depending upon the terrain. This solution was used to conduct field testing with ATO technicians responsible for maintaining navigation equipment at a remote unmanned facility in South Dakota. Although this hardened facility was out of cellular service range, the deployed MegaGo provided reliable connectivity to the nearest cellular tower.
The NWP team cooperated with a request from the FAA’s Office of Hazardous Materials Safety to evaluate and ensure compliance with the complexity of shipping devices containing lithium batteries, classified as hazardous materials. The team demonstrated that its processes accounted for the nuances of when and where to use specific labels (such as the UN3481 label and the Cargo Aircraft Only label), as well as adherence to rules governing the net quantity and weight of lithium batteries in shipments, to the Hazardous Materials Aviation Safety Team. The team also provided evidence of compliance with training requirements and a copy of the relevant Standard Operating Procedure (SOP) for compliance verification. As a result, the team could continue confidently shipping devices without risking non-compliance penalties, safety hazards, or transportation delays.
The NWP ensured that customers had easy access to understandable and transparent information regarding their telecom expenses, device lifecycle management processes, carrier services, and other changes that may have impacted them. The team promptly communicated essential updates such as changes in carrier plans, new device options, service enhancements, and AIT initiatives. In addition, the team provided personalized approaches that addressed specific issues promptly, provided customized solutions, and ensured that customers felt valued and supported throughout their interaction with the program. Lastly, the NWP team provided multiple communication channels (such as phone, email, chat, and self-service portals) to ensure that customers could easily reach out for support using their preferred method while leveraging effective feedback mechanisms such as surveys, user forums, and customer meetings to gather insights and suggestions from users about their experiences with the program’s services.
In addition to supporting the FAA, the NWP team also supports the Surface Transportation Board and is finalizing agreements with the Centers for Disease Control and Prevention (CDC) and the Gulf Coast Economic Restoration Council, and has begun negotiations with the Small Business Administration.
