National Aeronautics and Space Administration
NASA Shared Services Center: Unparalleled
Service Through a Public-Private Partnership
Dave White, Vice President of SIS, Computer Sciences Corporation
www.nasa.gov
3/16/2016 5:08:02 AM Corporate 1
Benefits of the NASA Shared Services Center
MSFC
GSFC
SSC
KSC
NASA Shared
Services Center
ARC
GRC
Consolidates business and technical
functions from 10 centers into one for
improved government performance and the
vision of One NASA
WFF
Processes
LaRC
JSC
JPL
Customer
NSSC Service
S&Ps Handbook
Standardized processes provide
high-quality, efficient, consistent
service to ALL customers
3/16/2016 5:08:02 AM Corporate 2
Challenges
• Delays
PHOTOS COMING
FROM CHARLIE NOLL
– Protest lasted 4 months
– Hurricane Katrina
• Delayed start from September 1, 2005
to March 1, 2006
• Affected housing, hiring, local infrastructure, employees
• Gain Center acceptance on two major fronts
– The Shared Services Center concept
– A standard methodology for performing each function
• Demonstrate/prove to Centers that functions are performed better,
faster and cheaper
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Challenges
Working as a
team to align
RFP and
proposal
with reality
Developing and
executing a
Performance
Measurement Plan
and re-engineering
processes to capture
measurements
Build-out of interim facility
Intensive recruiting
and training to
support a “go-live”
with new functions
every 30 days
3/16/2016 5:08:02 AM Corporate 4
NSSC Transition Schedule By Service
FY 2006
Q1
Q2
FY 2007
Q3
Q4
Q1
Q2
FY2008
Q3
Q4
Q1
Q2
Q3
Q4
Travel
▲
Accounts Payable
▲
▲
▲
Payroll
▲
▲
▲
▲
Support to Personnel Programs
Accounts Receivable
▲
▲
▲
▲
▲
▲
▲
HRIS
▲
▲
▲
▲
▲
▲
▲
▲
▲
Employee Development and Training
▲
▲
▲
▲
Employee Benefits
▲
▲
▲
▲
▲
SES
Recruit
▲
▲
▲
PAP
▲
▲
PCS/Relocation
As of 10/03/06
▲PCS/ Relocation Assistance (Oct)
▲PCS/ Relocation Guaranteed Home Sales (Oct)
▲PCS/ Ext. TDY Relocation (Oct)
3/16/2016 5:08:02 AM Corporate 5
NSSC Transition Schedule By Service
FY 2006
Q1
Q2
FY 2007
Q3
Q4
Q1
Q2
FY2008
Q3
Q4
Q1
Q2
Q3
Q4
Procurement Services
▲
▲
▲
▲
▲
▲
▲
Agency Contracting
▲
▲
▲
▲
▲
▲COTR Training Recompetition (Oct.1st)
▲
SBIRs / STTRs
▲
Training
▲
▲SBIRs and STTRs
[Wave I-ARC, DFRC, GSFC, SSC (Oct)]
▲
Grants / Coop Agreements
▲
▲Grants/ Coop [Wave II-ARC, GRC, JSC, LaRC, KSC, MSFC (Oct)]
IT
▲
▲
▲
▲
As of 10/03/06
3/16/2016 5:08:03 AM Corporate 6
Solutions
• Functions phased into the NSSC over a period of 3 years
• New employees hired 60 days before the start of their function and
given intensive training
• Face-to-face meetings, formal and informal communication with each
stakeholder group for the transitioning activity; extended TDY used for handson training of staff before transition
• Integrated Project Plan defining milestones, tasks, resources and
dependencies for all transitioning activities
• Formal Operational Readiness Review for each activity with stakeholders,
demonstrating that the NSSC is prepared to deliver timely and accurately
• Service-Level Agreements with each Center that specify the criteria for
success for each activity
• Monthly performance reporting and analysis to HQ and Centers
• Quarterly Board of Directors’ Meeting to review progress, issues and
new initiatives
3/16/2016 5:08:03 AM Corporate 7
Solutions (continued)
• Business Intelligence Data Warehouse (BIDW) To Provide
“Almost” Real-Time Information on the Performance of our Service
Delivery
• Successful Continuity of Operations Plan (COOP) and IT Disaster
Recovery Test Executed in Preparation for Hurricane Season
3/16/2016 5:08:03 AM Corporate 8
Results
Transitioned 31 activities in 8 months
Provided excellent service
Not Met: 5%
• 9 Procurement
• 6 Financial Mgmt.
• 16 Human Resources
Met or Exceeded:
95%
Service-level indicators for transitioned activities
Worked with NASA
to outfit Building 5100
to accommodate
100 civil servants and
220 contractors
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Outstanding FY06 Year-End Close
• Preparation and Planning
– Communication with the Centers and Travelers to establish key
dates
– Staffed for anticipated high workload volume before EOY close
– Daily tracking of vouchers processed and received
– Planned for anticipated high workload volume after SAP
returns to operation
• Financial Management
– 8,290 travel vouchers processed (41% increase)
– 1,735 vouchers processed after 9/20 deadline
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Outstanding FY06 Year-End Close (continued)
• Grants
– 372 awards processed in September (more than previous 4
months combined)
– 100% of Grants and Cooperative Agreements with Expiring
Funds processed
Number of PRs
Expiring Funds
35
30
25
20
15
10
5
0
8/31/06
9/5/06
9/10/06
9/15/06
9/20/06
9/25/06
Date
PRs Received
Aw arded
3/16/2016 5:08:03 AM Corporate 11
Opportunities
• Standardization
• Increased buying power — reduced costs through the
consolidation of agency contracts (Oracle, Primavera, training
classes, etc.)
• Consolidation of like functions to improve efficiency and reduce
costs
3/16/2016 5:08:03 AM Corporate 12
Innovation/Improvements
• Document Imaging — Procured, scalable solution capable of
processing 2.4M electronic transmissions per year and eliminating
$20,000/month in labor and equipment costs
• A call center to handle questions relating to our four functional
areas
• Work-flow tracking using Remedy
• Training Grants with MS and LA
– MS: Reimbursement for employee training (maximum of
1,040 hours for each SP employee earning < $18.25/hour)
resulted in $250,000 reimbursement for FY06
– LA: Training Grant covers all training cost for LA residents up to
$1,000,000
• Employee Satisfaction Survey to prevent high attrition
3/16/2016 5:08:03 AM Corporate 13
Innovation/Improvements (continued)
• Continual improvement and process re-engineering in each
function; three major re-engineering efforts completed
– Grants and Cooperative Agreements
• Eliminated 36% of handoffs and 22% of processing steps
• Reduced processing time 31%
– Domestic Travel
• Automated manual functions
– Automated notices to travelers of audits and automated
notice of required follow-up
– SES Appointments
• Automated manual system
– Tracks 30-day NSSC requirement
– Tracks 90-day OMB requirement for NASA Headquarters
• 100% approval rate at OMB
3/16/2016 5:08:03 AM Corporate 14
Business Benefits
2.8 years
Costs
Production
time
2.3 years
Consolidation of
administrative
functions does
improve efficiency and
reduce costs
All processes can be improved
Public/private partnerships work
3/16/2016 5:08:04 AM Corporate 15
Questions
3/16/2016 5:08:02
5:08:04 AM Corporate 16