Have a Seat with ODIN DOCOTRs NASA IT Summit- 2010

Agenda  Introduction- Debrina Harrell  Who are we and what is ODIN?  Camilla Logan  Center Experience using the ODIN Program Model  Meeting the Customer’s Expectations- Burton Bright  Questions 1 9/10/2015 NSSC EP Pilot

Who are we?  Outsourcing Desktop Initiative for NASA (ODIN) Delivery Order Contracting Officer’s Technical Representative (DOCOTR) »DOCOTR and Alternate DOCOTR have oversight into contract operations; approves changes; evaluates performance  Debrina Harrell- ODIN Program Office (OPO), NASA Shared Services Center ODIN DOCOTR  Camilla Logan- Goddard Space Flight Center ODIN DOCTOR (ALT)  Burton Bright- Marshall Space Flight Center ODIN DOCOTR 2 9/10/2015 NSSC EP Pilot

What is ODIN?  NASA's innovative approach to desktop computing and communications support. Share/transfer risks Focus NASA civil service personnel on core research and development activities Promote information technology systems and product interoperability Reduce cost and improve cost management and cost containment  Services include hardware and software acquisition, as well as maintenance, helpdesk, and other support services for general purpose workstations for NASA civil servants and on-site contractors.  ODIN is a seat management contract- Lockheed Martin  Managed at NASA Shared Services Center (NSSC) 3 9/10/2015 OCIO Template

What comes with a Full ODIN Seat? The ODIN Desktop Seat includes  Acquisition of Hardware and Software  System software  ODIN application software licensing and maintenance  Hardware and software technology refreshment  Moves, adds, and changes (relocation)  LAN services  Integrated customer support  Training  System administration  Print services  File services  24/7 Helpdesk Support  and Calendaring  Local data backup and restore services  Laptop loaner pool services  Any other services required to deliver the functionality for the ordered desktop seats and communication services 4 9/10/2015 OCIO Template

ODIN Services 5 9/10/2015 OCIO Template  With ODIN you have ability to choose pieces you need. Pay for only the services you order.  With ODIN you have ability to choose pieces you need. Pay for only the services you order.  Examples – Desktop Hardware Support – Return to Service (RTS) varies depending on Delivery Order (DO) Requirements (i.e.: MSFC – 4 hours, HQ – 8 hours, and JSC – Next Business Day)

ODIN Program Office (OPO)  OPO team: »Program Manager- Darryl Smith »Deputy Program Manager- Lula Wright »Information Support Specialists: Debrina Harrell Danny Harvill Tracy Patman »Contracts Specialist- Joseph Ladner »Management Analyst - Laraine DeJesus  Provides Delivery Order (DO) management and oversight for ODIN  Works closely with representatives from the other Centers and NASA headquarters End Users Services Division  Supports Agency Programs and Projects 6 9/10/2015 OCIO Template

Agency Programs Supported  Emerging Technology and Desktop Standards (ETADS) »Also referred to as the Desktop Standards group »Dedicated to the implementation of Agency projects related to standards for end- user computing, desktop security and system configuration  NASA Consolidated Active Directory (NCAD) »Established to implement a single, centralized Active Directory forest for NASA. »Directory structure used to store and manage information and data about networks and domains. »The single, Agency-wide Active Directory environment enables all NASA user’s log- in process to be identical. »Supports the Federal mandate for NASA Smartcards. »Helps centralize management of computers across the Agency.  NASA’s Operational Messaging and Directory (NOMAD) »An Agency-wide messaging and collaboration system provides , Calendaring, Webmail (Outlook Web Access – OWA), Instant Messaging, and Exchange access for Smart Phones 7 9/10/2015 OCIO Template

Agency Projects Supported  Taking the Agency to Windows 7  Federal Desktop Core Configuration (FDCC) »An Office of Management and Budget (OMB)-mandated security configuration  Data at Rest (DAR) »Protecting sensitive, unclassified data residing on laptops, other mobile computing devices and removable storage media devices  Least User Privileges Compliance 8 9/10/2015 OCIO Template

OPO Customers 9 9/10/2015 OCIO Template Ames Research Center - ARC Glenn Research Center - GRC NASA Headquarters - HQ Goddard Space Flight Center - GSFC Langley Research Center - LaRC Johnson Space Center - JSC Marshall Space Flight Center - MSFC Kennedy Space Center - KSC Dryden Flight Research Center - DFRC Stennis Space Center - SSC

ODIN Goddard 10 9/10/2015 OCIO Template

ODIN Full Seats – Growth Trend  ODIN Full Seat Growth Since DO4 (began February 2007), at the end of each year period: »January 31, 2008: 2,855 »January 31, 2009: 3,475 »January 31, 2010: 4,252  Approximately 33% of the GSFC population 67.1% SEAT GROWTH INCREASE!!! 11 9/10/2015 OCIO Template

End User Services Goddard  End User Services Team »Delivery Order Contracting Officer’s Technical Representative (DOCOTR) and Alternate DOCOTR have oversight into contract operations; approves changes; evaluates performance »ODIN Security Manager ensures compliance with Federal, NASA, and GSFC security policies »Quality Assurance representative monitors operations to ensure quality service delivery is consistently implemented and metrics are met 12 9/10/2015 OCIO Template

ODIN Full Seats by Directorate (as of current) 13 9/10/2015 OCIO Template DirectoratePCMacLinux Office of the Director Management Operations Safety & Mission Assurance Flight Projects Applied Engineering & Technology Science & Exploration Information Technology & Communications Suborbital and Special Orbital Projects (Wallops Flight Facility) 4333

ODIN Full Seats by Platform (as of current) 14 9/10/2015 OCIO Template PlatformDesktopLaptopWorkstation PC Mac Linux045

ODIN Key Roles & Responsibilities 15 9/10/2015 OCIO Template ODIN Directorate Point of Contact (POC) ◦ Individual representing ODIN interest for the Directorate ◦ Liaison between Directorate and End-User Services Team ◦ Voting members of the GSFC End-User Services CCB ◦ Point of escalation for resolving problematic service requests ODIN Representatives ◦ Be aware of the desktop/interoperable computer needs of their organization ◦ Understand how ODIN works and how services are obtained ◦ Understand and utilize the GSFC ODIN Seat Tracking (GOST) system for procuring ODIN services ◦ Maintain up to date GOST data ◦ Serve as point of contact to aid in resolution of problematic service request when the problem is in reference to service levels

Some Benefits: ODIN Program Model No longer having to purchase desktop hardware and software. The ODIN vendor does this, and a monthly fee per seat for the "service“ is paid, A "one-stop-shop" Help Desk for all IT requirements (both ODIN and non- ODIN), Automatic hardware and software technology refreshments at the frequency determined, "Lemon Law" provision and independent equipment benchmarking by Alterion to ensure that top-quality desktops are received, Standards and architecture management mechanisms - still able to control IT environment through government-managed change control procedures. 16 9/10/2015 OCIO Template

End User Services: Meeting the Customer’s Expectations 17 9/10/2015 OCIO Template

Service and Support Enterprise Centric Help Desk »NASA Shared Services Center (NSSC) »Marshall Space Flight Center (MSFC)  Center Centric Help Desk »Locally owned and operated  What do our End Users expect today  What are their needs for tomorrow »Quick response »Easy access to information »Reliable and timely support 18 9/10/2015 OCIO Template

End User Expectations?  Customer Service Trends »Self help »Online Chat »Remote diagnostics »Integrated support »Mobile  Instant response = Instant gratification  First impressions are lasting impressions 19 9/10/2015 OCIO Template

Social What?  Work Environment »Culture »Social Norms »Relationships  Media »Instant Messaging »Twitter »Facebook »Blogging 20 9/10/2015 OCIO Template

Conclusion  We are all a customer as well as a Service Provider at any given time  While the customer may not always be right, we must always strive to understand their perception  Help the End User define their “wants” vs. their “needs”. 21 9/10/2015 OCIO Template

Questions??? Thankd You 22 9/10/2015 OCIO Template Thank You NASA ODIN DOCOTR