Have a Seat with ODIN DOCOTRs NASA IT

Have a Seat with ODIN DOCOTRs NASA IT Summit- 2010

Agenda Ø Introduction- Debrina Harrell Ø Who are we and what is ODIN? Ø ODIN @Goddard- Camilla Logan Ø Center Experience using the ODIN Program Model Ø Meeting the Customer’s Expectations- Burton Bright Ø Questions NSSC EP Pilot 3/15/2018 1

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 NSSC EP Pilot 3/15/2018 2

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) OCIO Template 3/15/2018 3

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 OCIO Template 3/15/2018 4

ODIN Services § 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) OCIO Template 3/15/2018 5

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 De. Jesus § 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 OCIO Template 3/15/2018 6

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 enduser 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 login 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 OCIO Template 3/15/2018 for Smart Phones 7

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 OCIO Template 3/15/2018 8

OPO Customers Ames Research Center - ARC Glenn Research Center - GRC Goddard Space Flight Center - GSFC NASA Headquarters - HQ Stennis Space Center - SSC Langley Research Center - La. RC Dryden Flight Research Center - DFRC Johnson Space Center - JSC Kennedy Space Center - KSC Marshall Space Flight Center - MSFC OCIO Template 3/15/2018 9

ODIN Services @ Goddard 10 OCIO Template 3/15/2018

ODIN Full Seats – Growth Trend § ODIN Full Seat Growth Since DO 4 (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 OCIO Template 3/15/2018

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 12 OCIO Template 3/15/2018

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 Applied Engineering & Technology 440 105 Science & Exploration 161 97 Information Technology & Communications 296 35 Suborbital and Special Orbital Projects (Wallops Flight Facility) 433 3 5 4 13 OCIO Template 3/15/2018

ODIN Full Seats by Platform (as of current) Platform Desktop Laptop Workstation PC 1211 2426 217 Mac 115 413 14 0 4 5 Linux 14 OCIO Template 3/15/2018

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 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 15 OCIO Template 3/15/2018

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 OCIO Template 3/15/2018

End User Services: Meeting the Customer’s Expectations 17 OCIO Template 3/15/2018

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 OCIO Template 3/15/2018

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 OCIO Template 3/15/2018

Social What? § Work Environment » Culture » Social Norms » Relationships § Media » Instant Messaging » Twitter » Facebook » Blogging 20 OCIO Template 3/15/2018

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 OCIO Template 3/15/2018

Questions? ? ? DIN AO AS TR OCO D You N Th ank Thankd You 22 OCIO Template 3/15/2018