# Presentation: 178411

## Customer Service Project Review (CSPR)November 20, 2007

## Customer Service Project Review Topics

- ODIN DO3 Period 1 SAEs	– Ray Johnston
- HEMI to NOMAD conversion	– Lula Wright
- Distribution List status	– Lula Wright
- Refresh status	– Lula Wright
- PKI migration status	– Leslie Cahoon
- NAMS status	– Joan Verbeck
- HSPD-12 overall status	– Joan Verbeck
- PDA open house status	– Mike Veillette
- Future high visibility rollouts	– Sean Rothe
- CSPR format / content update	– Ray Johnston

## ODIN DO3 Period 1 SAEs

## Computer Tech Refresh

- Successfully Conduct High Quality Computer Seat Technology Refresh (Weight 35).
- Complete 100% of the 1125 Computer Seat Technology Refreshes scheduled for Period 1.  For every 1% of Computer Seats not refreshed ODIN will lose 1 (of 20) point of fee up to a maximum of 20 points deducted. (overall weight 20 of 35)
- Electronically survey each customer who receives a Computer Seat Technology Refresh.  Achieve a ‘very good’ or ‘excellent’ customer satisfaction rating for at least 95% for all returned surveys. For each overall survey average percentage below 95% ODIN will lose 1 (of 15) points of fee up to a maximum of 15 points deducted. (weight 15 of 35).

## MC Tech Refresh

- Successfully Conduct High Quality MC Seat Technology Refresh (Weight 25).
- Complete 100% of the 203 scheduled MC Seat Technology Refreshes scheduled for Period 1.  For every 1% of MC Seats not refreshed ODIN will lose 1 (of 15) point of fee up to a maximum of 15 points deducted. (weight 15 of 25)
- Electronically survey each customer who receives a MC Technology Refresh.  Achieve a ‘very good’ or ‘excellent’ customer satisfaction rating for at least 95% for all returned surveys. For each overall survey average percentage below 95% ODIN will lose 1 (of 10) points of fee up to a maximum of 10 points deducted. (weight 10 of 25).

## Seat Management Implementation

- Seat Management Technologies Implementation (Weight 20)
- For each ITCD-approved SMS / LanRev deployment, ODIN will successfully deploy 95% of all appropriate ODIN Seats attached to the NHQ private network within 5 business days of the start of the deployment. For every 1% of successful deployments below 95% ODIN will lose 1 (of 20) point of fee up to a maximum of 20 points deducted. (weight 20)

## Provance Process Execution

- Keep Provance data current to at least a 98% accuracy rate (Weight 20)
- During Period 1, 5% of all computer seats will be audited for accuracy.  Audited data will be: user name, location, CPU/laptop tag number and monitor tag number.
- For every 1% of inaccurate data below 98% ODIN will lose 1 (of 20) point of fee up to a maximum of 20 points deducted.
- Peripherals, such as docking stations or local printers, will not be audited

## HEMI TO NOMAD CONVERSION

## HEMI to NOMAD Conversion

- Total exchange e-mail accounts converted – 363
- HQ Blackberry user accounts converted 	– 299
- HQ non-Blackberry user accounts converted	– 64
- Updates will  be sent out on Friday to IT POCs with conversion plans for the upcoming week.

## Conversion Plans for November 19-23, 2007

- Beginning Monday, November 19, Blackberry users that did not attend the PDA Open House were targeted for conversion.
- Targeted IT Notice was sent on Friday, November 16 to 50 users with Blackberry devices being converted from HEMI to NOMAD during the week beginning Monday, November 19.
- IT POCs received the list of Blackberry users to be converted for the week as an attachment to the IT Notice as an FYI on Friday, November 16.
- Users will receive a reminder e-mail message requesting that they close Outlook between 5 p.m. and 7 p.m. on the date of the conversion.  This message will be sent out at 2 p.m. daily.

## Conversion Plans for November 19-23, 2007

- If ODIN is unable to convert the user from HEMI to NOMAD during the week beginning Monday, November 19, the user's name will appear on the list the following week.  The user's name will continue on the list until the user is converted.
- IT POCs will be contacted for assistance if ODIN can not successfully schedule the user to be converted.
- As part of the computer refresh process, all HQ users who receive a computer refresh during the week beginning Monday, November 19, will be converted as part of the refresh process.
- Any user who calls the Help Desk on an unrelated problem during the week beginning Monday, November 19, will be converted if an ODIN tech has to visit the user.

## HEMI to NOMAD Conversion

- Improvement Change
- Server change from MAIL01 to MAIL 02 will be made by login script for all users.  This will no longer be a manual change for some users.
- Effective, Monday, November 26, any user who calls the Help Desk on an unrelated problem will not be converted if an ODIN tech has to visit the user.  This change is being made in response to the automated login script for all users.

## Distribution List to be Renamed in the GAL

- Need input from IT POCs verifying the distribution lists that need to remain active.
- Distribution lists that are not verified will be removed from the GAL.
- Response date from IT POCs is extended to Wednesday, December 5.
- Distribution Lists will be disabled on Friday, December 7.

## Computer Refresh

- ODIN will give a weekly status at the Tuesday Customer Service Meeting.  They will include the number of computers refreshed and issues that have been encountered.
- ODIN has corrected a previously reported problem involving the final QA steps not occurring.
- ODIN will keep the original refresh ticket opened for 5 days after the final QA process.  No new tickets will be opened on issues related to the refresh within those 5 days.

## PKI Migration Status

- 70% of HQ has been migrated
- 267 users have not logged in
- Targeted IT notices being sent out to users who have not logged in
- Additional individual outreach being performed by PM’s and customer service personnel
- On December 1st the legacy CA will be shut down
- Users who do not migrate will not be able to access or read any encrypted files and will have to reapply for Entrust
- PKI form scheduled to be placed into NAMS during Q1 of 2008

## NAMS

- NASA Account Management System (NAMS) is NASA’s centralized process for requesting and maintaining accounts on NASA IT resources
- Eventually NAMS will be the ONLY way to obtain access to NASA IT resources
- NAMS is part of NASA’s Integrated Service Environment (NISE) and provides a secure, consistent and accurate account management system
- NAMS is replacing the NASA 1700 form for Integrated Enterprise Management Program (IEMP) account requests

## When should I start using NAMS?

- NAMS is available now for some types of account requests (Remedy, MSFC mainframe accounts, etc.)
- The NASA 1700 form used for IEMP application access will go into NAMS production on December 14, 2007.
- Request new account access
- Modify existing account access
- Close existing account access
- All HQ custom applications will be phased into NAMS over the next 2 years
- Until all HQ applications are integrated into NAMS there will be a period of time when you will use CICO for some account requests and NAMS for others

## How do I learn more about NAMS?

- HQ NAMS website _[http://](http://www.hq.nasa.gov/itcd/nams.html)__[www.hq.nasa.gov/itcd/nams.html](http://www.hq.nasa.gov/itcd/nams.html)_
- This website has info about:
- How to request a NAMS Account
- Classroom Training Schedule – General User and Targeted Class for Supervisors and Approvers NOW THRU DECEMBER
- Online Training Module
- Frequently Asked Questions
- IEMP Access Requests
- Outreach is occurring in the form of IT Notices and Heads-Up
- ALL EMPLOYEE Notice sent on 11/15
- A Targeted Notice to Supervisors and Approvers sent on 11/16