# Presentation: 908218

## Customer Service Project Review (CSPR)January 29, 2008

## Customer Service Project Review Topics

- Proposal to increase computer memory	– Ray Johnston
- ODIN computer seat refresh status		– Roy Campbell
- Email slowness and SPAM concerns		– Mike Riddick

## Memory Configuration Issue

- In December 2007 ITCD discovered that ODIN was delivering refreshed computer seats with incorrect memory configurations
- Attachment R called for one 2GB memory module
- Seats were being delivered with two 1GB modules
- What difference does this make to HQ users?
- Short term – None; performance is unchanged
- Long term – If HQ upgrades memory to 4GB when VISTA is rolled out, the HW cost would be double
- The extra cost caused by incorrect memory configurations is not in our plan and is unacceptable

## Memory Configuration Resolution 

- ODIN was immediately notified of the deficiency and asked for proposal to fix the problem
- ODIN LMIT requested authorization to continue deployment of incorrectly configured computer seats until a resolution was agreed to
- ODIN DOCOTR authorized continued deployment until a satisfactory resolution is reached
- Deployment of incorrectly configured computer seats continues with the same refresh schedule

## ODIN DO3 Period 1 Refresh Delays

- Refresh plans called for 1125 computer seats in Period 1 (Sept 1, 2007 – Feb 29, 2008)
- Discovery of accounting error drove seat count to 1238 with no end date change
- Unanticipated delays in first 2 months hurt the schedule
- Late availability of new Dell computer seats exacerbated schedule problems
- Mitigation has been to bring in ODIN techs from other centers, work nights and weekends, finish ‘on schedule’
- Additional techs well-trained and doing good work, but
- O/T, travel, TDY, lodging, meals, costs are extremely costly
- Extra dollars spent are of no real benefit to government
- Schedule can still be met
- However, we should consider alternatives

## Future Computer Seat Considerations

- New operating systems / standard software inherently require additional system resources
- VISTA for PCs
- Leopard for Macs
- Office 2007
- Encryption software enhancement for ‘all data’
- Other system enhancement / new technology mandates will increase workload:
- Smart Card technology
- Federal Desktop Core Configurations (FDCC)
- Other Federal mandates

## Management Risks

- The near-term convergence of these resource intensive changes could adversely impact the productivity of the entire NASA HQ work force
- What can HQ do to lower our risk profile in a way that is both cost effective and meaningful?
- An increase in main memory is the most cost effective approach to offset anticipated performance requirement increases
- Economies of scale necessitate an enterprise-wide memory upgrade deployed in a single wave for all seats that can be upgraded.

## HQ has approximately 2100 computer seats

- 620 seats scheduled for refresh can be deployed with 4GB of main memory
- 1000 already refreshed seats will be upgraded from 2GB to 4GB of main memory
- 225 un-refreshed seats will be refreshed with maximum available memory, not to exceed 4GB
- Short term fix (if required) for all affected Vista or Leopard seats is an upgrade to 2GB of main memory
- 255 seats have been / will be deployed with a maximum of 2GB of main memory.
- See following page

## HQ has approximately 2100 computer seats

- 255 seats have been / will be deployed with a maximum of 2GB of main memory.
**	****Platform****	****	****Type****	****Make****	****Model****	****Qty****	****Ram**
- 	PC Laptop 	LW*	HP	2510p	65	2GB
- 2510p has a single 2GB memory module
- When 4GB modules are out, Lockheed will provide pricing
- 	PC Laptop	LW*	Dell	D430	190	2GB
- D430 has one soldered 1GB module, another 1GB slot, and cannot address additional memory		        		**TOTAL:  255**

## Costs / impacts to Government

## Cost Spread across Offices

- * $12,196.00 is maximum, based on selected new seat ‘types’

## Critical Factors / Final Recommendation

- Critical factors
- NHQ ODIN DOCOTR written acceptance of this proposal should occur not later than February 1st, 2008.
- ODIN E-Catalog order to upgrade 1620 computers needs to be updated to “funding approved” status by NASA no later than February 29th, 2008.
- ODIN E-Catalog order to upgrade up to 225 computers needs to be updated to “funding approved” status by NASA no later than December 31st 2009.
- Pricing is valid upon acceptance by NASA for all NHQ ODIN seats specified in this proposal.  Partial acceptance by individual funding organizations can not be accommodated with this pricing and these terms.
- Final Recommendation from ODIN DOCOTR:
- Accept the ODIN proposal and begin 4GB memory deployment

## NASA HQ Computer Technology Refresh ProjectUpdate: January 18, 2008

- After-hours and weekend schedule implemented has increased daily refresh production rates.
- Agreement with OSPP has allowed technicians to continue to work after hours.
- IT Notice for outstanding new seat selection criteria has improved customer response.

**Risks/Issues/Lessons Learned:**
- Secure Sections of the building locked down at 6pm impacts deployment.
- Limited Dell laptop supply impacting deployment schedule.
- Weekend work cut in half due to physical security restraints.

**Driving Requirement****: **NASA STD 2805G and NHQ ODIN Deliver Order Desktop Hardware / Software Baseline Product Suite (Attachment G).

**NASA HQ Computer Technology Refresh Project****Update: January 18, 2008**

| G | G | Y |
| --- | --- | --- |
| Cost | Technical | Schedule |

**Detailed Outcomes:**
- 3 Contact Attempts – 7
- Desubs – 100
- DNRs – 12
- _Refreshes - 618_
- Total – 737
- No Selections To Date – 297

**PRP1 Refreshes: 43% (529 of 1238)****	****   9 CSAT @ 88%**
**Pre PRP1 Refreshes: 65% (89 of 138)****	****   8 CSAT @ 100%**
**Administrative Outcome: (119)**
**Project Total: 54% (737 of 1376)****	****   17 CSAT @ 94%**

- What causes NOMAD to NOMAD e-mail slowness?
- Not if they are using the following address: @nasa.gov or @mail.nasa.gov.
- Users will experience slowness if they use a legacy center's address such as @hq.nasa.gov.
- The best way to address a NOMAD to NOMAD communication is via the Address Book.
- Is there NASA to NASA (NOMAD customer base) slowness when one or more senders/recipients are using a Treo/BB?
- Not if they are using the following address: @nasa.gov or @mail.nasa.gov.
- The Goodlink and Blackberry Enterprise Servers reside behind the Barracudas. Mail addressed to @nasa.gov or @mail.nasa.gov will not experience any delays.
- Mail that is addressed using a address such as @hq.nasa.gov will experience delays.
- The best way to address a NOMAD to NOMAD communication is via the Address Book.
- If a person hits send, but does not have a signal, the message will not be sent

- Why have routine all hands messages such as "Heads Up" to be flagged as SPAM?  What are we doing to remedy this problem?
- Messages sent from users that use list servers such as NASA INC, NASA UPDATE, are sent out via list servers over the internet.
- Those messages reenter the NOMAD infrastructure through the inbound Barracudas.  The filters were initially set in such a fashion they were catching messages that are normally not consider SPAM.
- Messages from NASA INC, or NASA UPDATE were being caught by the filters.  When the filters are stabilized, they will be reset disregard messages like NASA INC and UPDATE and not classify them as SPAM.