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NASA Shared Services Center (NSSC) Overview
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  1. National Aeronautics and Space Administration NASA Shared Services Center (NSSC) Overview Mike Smith Executive Director NASA Shared Services Center February 28, 2013 www.nasa.gov Presentation at NASA Stennis Industry Day

  2. NSSC Vision and Mission Vision: Unparalleled Service Mission: To provide timely, accurate, high-quality, cost-effective, and customer-focused support for selected NASA business and technical services.

  3. NASA Centers

  4. What is the NASA Shared Services Center (NSSC)? • Performs a variety of transactional and administrative activities in five lines of business: • Procurement • Grants processing, consolidated Contract Management, Training Purchases • Financial Management • Accounts Payable, Accounts Receivable, Payroll, Financial Reporting • Human Resources • Benefits, Personnel Action Processing, SES Case Documentation • Information Technology • Enterprise License Management, Tier -1 Help Desk • Agency Business Support – IT Infrastructure Integration Program (I3P) Business Office • Budgeting and Resource Management • Administration and Reporting

  5. What is the NASA Shared Services Center? (con’t) • A business model for delivering support services • The NSSC is a partnership among NASA, CSC, and the states of Mississippi and Louisiana • The NSSC opened for service in March 2006 • The NSSC provides high-quality service and achieves cost savings for NASA through: Consolidation, Standardization, and Automation

  6. Public/Private Partnership & Budget • Work force is a mix of Civil Service and Contractor employees - CSC Team is referred to as “Service Providers” • As stated in the FY10 Economic Impact Report, the NSSC spends approximately $.82 out of every dollar it receives within a 50-mile radius of its current facility location at Stennis Space Center, Miss. Civil Service 138 Service Providers421 Total559 (Totals as of February 2013) • The NSSC FY13 Budget: • $68.0 million - Operating Budget • $17.6 million - Center Training Purchases • $59.2 million - Non-Working Capital Fund (Contract Services) • $291.0 million - I3P Contract Budget Authority • $435.8 million - TOTAL Budget

  7. The NSSC’s Financial Profile • NSSC is a Working Capital Fund (WCF) fee-for-service organization • Fee-for-service supports the shared services business model • Matches cost, consumption, and service • Promotes transparency of cost and services • Supports goal of operating in a business-like manner • Customers modify behavior to achieve the optimum balance between service and cost • Promotes a long-term approach to asset management • Encourages process efficiencies • Provides better allocation of Agency resources – from institutional and transactional support to mission-related areas

  8. Accomplishments • March 2012: The NSSC won first place in the Excellence in Culture Creation category at the Shared Services and Outsourcing Network Excellence Awards; the NSSC was also runner-up in the Excellence in Customer Service category • April 2011: The NSSC Customer Contact Center was the 2011 winner of the Government Customer Support Excellence Award (GCSEA) in the Technical Excellence category • August 2010: Corporate Executive Board “Force of Ideas” Award winner for Shared Services Performance Measurement – Advanced Shared Services Category; award recognizes best demonstrated practices, key business processes, and the creation of sustainable, measurable value

  9. Accomplishments (con’t) • August 2009: Enterprise Licensing Management Team (ELMT) cited on White House Web site as an innovative acquisition best practice • March 2009: Winner of Best New Captive Shared Services Organization Excellence Award; recognizes the most successful shared services organization launched within the last three years; nationally recognized as the highest accolade for shared services organizations; and runner-up: Wal-Mart Stores, Inc. • March 2008: Government Information Technology Executive Council (GITEC) Project Management Excellence Award in the category of Cost Savings/Cost Avoidance (OMB) • March 2007: Runner-up - Best New Shared Services Organization Excellence Award • Met or exceeded 93.91% of SLIs since “Go-live” in March 2006

  10. NSSC Procurement Activity • Full service procurement office is a full service procurement activity with recognized expertise in grants, research and development, service contracting, and commercial item acquisition • The NSSC provides five core procurement services for the Agency: • Award and administration of grants & cooperative agreements and supplements • Grants & Cooperative Agreements: FY13 = 318, Since “Go-Live” in March 2006 = 12,330 • Grant Supplements: FY13 = 1,512, Since “Go-Live” = 28,489

  11. NSSC Procurement Activity (con’t) • The NSSC provides five core procurement services for the Agency (con’t): • Award and administration of SBIR and STTR contracts • Phase I: FY13 = 0, Since “Go-Live” = 1,976 • Phase II: FY13 = 37, Since “Go-Live” = 814 • SBIR/STTR Fund Modifications: FY13 = 2, Since “Go-Live” = 5,277 • Agency procurement services for the Headquarters Office of Procurement • Award and administration of internal training purchases • FY13 = 129, Since “Go Live” = 3,567 • Award and administration of Agency-wide contracts • (on the next slide)

  12. NSSC Top 10 Contractors

  13. Transformational Change • The Federal Government’s debt is at $16.4 trillion and counting. • According to the Congressional Budget Office, the U.S. is on track to add an incremental $10 trillion to our existing debt over the next ten years (less tax increases recently agreed upon--$737 billion (($618 billion in taxes plus $119 billion in interest savings)). • ‘Consider the president’s budget, which by law must include projections of taxing and spending over the next decade. …the president and his advisers proposed cutting the discretionary part of the budget, devoted to everything except defense and other security agencies, to 1.7 percent of economic output by 2022, down from 3.1 percent last year. …the Republicans’ last detailed proposal about taxes and spending refers to discretionary spending, except national defense, a broader category than that considered in the president’s budget. They too cut it to the bone: to about 2.1 percent of economic output in 2022, from 4.3 percent last year. To put it in perspective, this would cut the government’s civilian discretionary budget to the smallest it has been as a share of the economy at least since the Eisenhower administration…’ * • Clearly, NASA will be competing for dwindling resources. * - The New York Times, December 19, 2012

  14. Shared Services Life Cycle • Life-cycle phases of a shared services organization: • Economies of scale and labor arbitrage • Increased quality with focus on support of all employees • Efficient and effective IT Support, Permanent Change of Station Processing, Expense Report processing, etc., in order to increase the focus and to optimize the time the widget makers spend making widgets • Since all business data elements will be passing through the Shared Services Center, develop and strengthen analytic support for business operations (marry the inputs with the outputs - forecasting trends, etc.) • Virtual

  15. NASA’s Future State - What is the Solution? Part of the Solution: • Leverage the NSSC • Administratively efficient • Provide increasingly cost-effective support to allow engineers and scientists to be focused on what they do • Leverage NASA systems and drive business analytics around NASA projects and programs and post the projects and programs online (budget, schedule, and forecasts) • Transparency • Accountability • Trust • To the American Public: Report the efficiency (or lack of efficiency) of the work of the government

  16. Conclusion Change is Coming! • We have many challenges ahead • The government is extremely large and diverse • It will take: • New ideas • You, and others like you, will need to bring their “A-Game” to the table in order for the Federal government to move into the 21st Century

  17. Back-up Slides

  18. The NSSC’s History Nov 2001 Mar 2002 Aug 2002 May 2003 Sep 2003 Dec 2003 Jan 2004 Lead assigned to the NSSC NASA created an NSSC NASA formed a team to Implementation Team; Implementation Plan, The NSSC names first study the feasibility of Mission – “ To establish a consolidated indicating activities to Executive Director shared services within shared services organization that will transition to the NSSC and a NASA – Consolidated provide higher quality, more cost- go - live date of October 1, Business Services effective and efficient services for 2005. Soon, NASA formed (CBS) Study an Agency Transition Team selected NASA business and technical ” services NASA approved the team ’ s NASA announced the A - 76 Public - Executive Council approved recommendation to Private competition. Site selection NSSC ’ s recommendations on the implement a shared was incorporated in the A-76 - governance structure and services center competition in April 2004 endorsed recommended functional activities for consolidation Sep 2004 Oct 2004 May 2005 Aug 2005 Dec 2005 NSSC received two protests from IBM and the MEO. By August 2005, IBM withdrew their protest with the GAO, and the Agency denied the MEO’s contest in its entirety NSSC developed its Project Plan for shared services The project team implementation temporarily regrouped in NASA awarded the Washington D.C. in contract to CSC who NASA released the RFP and NSSC project team reported to SSC. On August 29, 2005, all employees evacuated due to Hurricane Katrina. Go-Live is delayed September – selected Stennis received four proposals in December 2005 Space Center (SSC) November 2004 as the site

  19. The NSSC’s History (con’t) Feb 2006 Apr 2006 Jun 2006 Aug 2006 Sep 2006 Oct 2006 Dec 2006 Mar 2006 First event-driven customer survey for domestic travel deployed. The domestic travel event-driven survey uses a representative sample of randomly selected customers to get customers’ feedback on the quality, timeliness and accuracy of the service provided NSSC Board of Directors meeting: the Board consists of senior officials from 4 NASA Centers and NASA’s senior IT, Procurement, HR and Financial management officials Go-Live Incorporated quality metrics for domestic travel in monthly reports to customers Prototype for customers’ monthly performance and utilization reports First monthly bill to customers Began using 2D bar codes on fillable web forms for document imaging and electronic routing. 2D bar codes reduce redundant input and improve document tracking Framework and tools deployed for NSSC’s integrated project plan. The plan links all NSSC projects using a single shared-resources pool, improves management of limited resources and forces prioritization of competing demands Jan 2007 Feb 2007 Mar 2007 May 2007 First module of NSSC Datamart completed. The NSSC Datamart provides the business intelligence needed for end-to-end insights into the domestic travel reimbursement process Usability testing of new customer service Portal Service Recovery Program institutionalizes the NSSC’s philosophy, tools, and processes for recovering from service failures. Service Recovery training for Coaches, Leaders, and NSSC employees First runner-up for Shared Services Outsourcing Network’s Best New Shared Services organization. Certification and accreditation of NSSC technology infrastructure and architecture NSSC balanced scorecard cascaded to work force. The scorecard ties NSSC strategic initiatives, tactic and objective targets to the NSSC vision of Unparalleled Service Migration from old web to new NSSC Customer Service Portal

  20. The NSSC’s History (con’t) Jan 2008 Aug 2008 March 2009 April 2009 June 2009 Aug 2009 Aug 2010 Return on Investment: The $30 million financial investment the Agency made in establishing the NSSC was paid in full Received Best New Captive Shared Services Organization Excellence Award from Shared Services Outsourcing Network Received Corporate Executive Board Force of Ideas Award in the Shared Services Performance Measurement – Advanced Shared Services category Enterprise License Management new business approved by Board of Directors Completed AP and AR transition Agency Tier-1 IT Help Desk new business approved The White House website recognized the NSSC’s work in the innovative acquisition improvement initiative through its Enterprise License Management Team Jan 2011 March 2011 March 2011 April 2011 Nov 2011 Richard Arbuthnot, awarded the Shared Services and Outsourcing Network (SSON) 2011 “People’s Choice” Award Customer Contact Center selected as finalist for the 10th annual Government Customer Support Excellence Awards Richard Arbuthnot steps down as NSSC Executive Director Customer Contact Center wins “Technical Excellence” Award at 10th Annual Government Customer Support Excellence Awards Michael J. Smith is selected as NSSC Executive Director

  21. The NSSC’s History (con’t) March 2012 April 2012 March 2012 May 2012 NSSC won first place in the Excellence in Culture Creation category at the 2012 Shared Services and Outsourcing Network Excellence Awards. The NSSC was also runner up in the Excellence in Customer Service category NASA received the Above and Beyond Award from the Washington, D.C. Chapter of Employer Support for the Guard and Reserve (ESGR). The nomination cited NASA policies, and direct support two JSC employees had received in connection with their military service from their supervisors, co-workers and the NSSC The NSSC selected by the International Academy of Visual Arts to receive a 2012 Communicator Award of Distinction for NASA’s “Welcome to NASA” video Rebecca Dubuisson announced as NSSC Deputy Director; Kenneth Newton announced as Director of Service Delivery Directorate