Have a Seat with ODIN DOCOTRs NASA IT Summit- 2010

Have a Seat with ODIN DOCOTRs

NASA IT Summit- 2010

Agenda

Introduction- Debrina HarrellWho are we and what is ODIN?

ODIN @Goddard- Camilla LoganCenter Experience using the ODIN Program

Model

Meeting the Customer’s Expectations- Burton Bright

Questions

204/19/23NSSC 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

304/19/23NSSC 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)

404/19/23OCIO 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 E-mail 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


ODIN Services


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


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 Email,

Calendaring, Webmail (Outlook Web Access – OWA), Instant Messaging , and Exchange access for Smart Phones


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


OPO Customers


Ames Research Center - ARCGlenn 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 Services @ Goddard


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!!!


End User Services Team@ 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


ODIN Full Seats by Directorate(as of current)


Directorate PC Mac Linux

Office of the Director 491 65

Management Operations 951 28

Safety & Mission Assurance 109 13

Flight Projects 971 196 5

Applied Engineering & Technology 440 105

Science & Exploration 161 97

Information Technology & Communications 296 35 4

Suborbital and Special Orbital Projects (Wallops Flight Facility)

433 3

ODIN Full Seats by Platform(as of current)


Platform Desktop Laptop Workstation

PC 1211 2426 217

Mac 115 413 14

Linux 0 4 5

ODIN Key Roles & Responsibilities


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.


End User Services: Meeting the Customer’s Expectations


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


End User Expectations?

Customer Service Trends» Self help» Online Chat» Remote diagnostics» Integrated support » Mobile

Instant response = Instant gratification First impressions are lasting impressions


Social What?

Work Environment» Culture» Social Norms» Relationships

Media» Instant Messaging» Twitter» Facebook» Blogging


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”.


Questions???

Thankd You


Than

k Yo

uNASA ODIN DOCOTR

Documents

Have a Seat with ODIN DOCOTRs NASA IT Summit- 2010