“Customer” Chicken

AVweb ran another story about Lockheed closing more Flight Service Stations. I need you to read the whole story so you can grasp the significance of these two quotes from the story.

”Lockheed Martin spokeswoman Jan Gottfredsen told AVweb that a 13-percent reduction in call volume combined with efficiencies gained with a new communications network mean that the six remaining AFSS facilities will be able to seamlessly handle the calls. “

(Emphasis added)

”NATCA Executive Vice President Trish Gilbert said controllers have already seen an increase in workload in some areas because pilots are having trouble filing IFR flight plans before they launch. She said they will, instead, launch VFR and file in the air, adding to the controller workload. Gottfredsen said she hasn't heard those specific complaints and....“

(Emphasis added)

Someone needs to buy Lockheed’s Ms. Gottfredsen a clue. Perhaps she hasn’t heard because 13 percent of her customers don’t bother calling her anymore. Or maybe we just need to buy her some customers.

”...noted that Lockheed Martin is meeting or exceeding performance standards set in its contract with the FAA.“

Only is the Republican inspired contract-out-the-government world can you lose 13 percent of your customers (I bet it’s even worse than that) and still meet or exceed your performance standards. The contract is a sham. Always has been. Always will be.

If controllers are smart, they won’t tolerate it.

FAA 7110.65:

”4-2-9. CLEARANCE ITEMS

The following guidelines shall be utilized to facilitate the processing of airfile aircraft:

a. Ensure the aircraft is within your area of jurisdiction unless otherwise coordinated.

b. Obtain necessary information needed to provide IFR service.

c. Issue clearance to destination, short range clearance, or an instruction to the pilot to contact a FSS or AFSS if the flight plan cannot be processed.

NOTE-
These procedures do not imply that the processing of airfiles has priority over another ATC duty to be performed. “

(Emphasis added)

Trust me, a 13% reduction in the number of airfiles approved will be noticed and will get results. If an 87% success rate is good enough for Lockheed it ought to be good enough for government work. Right ? That is the spirit of what they are saying if not the exact logic, right ? That’s what I thought.

Don Brown
December 24, 2009