# Presentation: 834490

## Customer Service Project Review (CSPR)

- www.nasa.gov

- Customer Service Project Review (CSPR)

- October 21, 2008

## CSPR Agenda – Oct 21, 2008

- Mac Leopard Upgrade Project	– Roy Campbell
- AUID Migration Project Update	– Roy Campbell
- On-Boarding Initiative for NASA	– Joan Verbeck
- Recall VoIP Headset Batteries	– Mike Barrett
- Administration/Transition 	– Jeff Hall
- CSPR Restructure	– Joan Verbeck

## Mac Leopard Upgrade Project

- Roy Campbell

## Introduction

- Schedule
- Deployment Process
- Upgrade Procedure
- Risks/Exceptions
- Customer Outreach
- ODIN/HITSS Coordination
- Questions

## Schedule

- Pilot Prep 10/8 – 10/13
- IT POC Notice requesting pilot participation
- Finalize pilot list and schedule pilot users
- Pilot Phase (25 users) 10/14 – 10/24
- Review Pilot results and prep for production rollout 10/27 – 11/4
- DRR/ORR – 11/5
- Production rollout (325 users) – 11/6 – 4/10/09
- 3 users per day
- Project Closure Activities 4/13 – 4/17/09
- ECD 4/20/09

## Deployment Process

- Scheduled Appointments:
- Pre-deployment survey (30 min)
- Deployment (flexible hours; 4 hour average)
- Post deployment Quality Assurance review (20 min)
- Q/A check list
- Customer assistance with user defined options that cannot be migrated
- Screening for above core applications:
- IT-POC coordination for needed procurements
- Electronic customer survey via Remedy ticket
- ~50 customers to receive hardware replacement

## Upgrade Procedure

- Capture transferable customer settings
- Duplicate customer data on external media
- Validate integrity of data on external media
- Install Agency Macintosh coreload
- Install NHQ Overlay
- Transfer customer data back to computer
- Restore transferable customer settings

## Risks/Exceptions

- OmniGraffle:
- Flow Chart Software
- License no longer bundled with Macintosh Hardware
- OmniGraffle 5 can be added to ODIN catalog through Triage 3 process
- RealPlayer:
- No longer an Agency requirement
- Removed from Agency coreload
- Validating NHQ requirements during pilot

- FileMaker Pro:
- Current Version (7.0) is not Leopard compatible and did not pass testing
- New Version (9.0) is Leopard Compatible.  Currently in testing.  Early results are favorable for near term deployment.
- Impact ~40 customers.  They will be identified and moved to the end of the deployment

## Outreach

- IT Notices:
- IT-POC solicitation of pilot participations
- Notification to pilot customers
- Notification to all Macintosh customers
- Detailed Project Review (IT&CD)
- Weekly Project Status Briefings:
- IT Tag Up (Thursdays)
- IT POC Customer Service Project Review (Tuesdays)
- Heads Up Notice
- Scripted Outreach:
- Project Scheduler
- Pre/Post Deployment visits

## Outreach (cont’d)

- ODIN Leave Behind Form:
- Tailored for project specifics
- Detailed Application Guides:
- Differences from previous version highlighted
- Included for: OS 10.5, Word, Excel, PowerPoint, and Entourage
- Value add to customer
- CTC Training Schedule:
- Schedules & Dates for each application
- CTC Contact Info for class registration

## ODIN/HITSS Coordination

- Completed peer review of this project’s outreach components
- Synchronized Deployment with change in Computer Training Center (CTC) curriculum
- Collaborating on updates of NHQ Web documents (complete before ORR)
- CTC Schedule published in deployment leave behind material

## Questions

- ?

## AUID Migration ProjectOctober 21, 2008

- Start Date: 08/13/2008	ECD: 10/17/2008
- ODIN Migrations:
- 735 of 748 Customers Migrated (98%)
- HITSS Migrations:
- 60 of 60 Customers Migrated (100%)

**Risks/Issues**
- Customers late/missing appointments
- 31 of 31 Customers rescheduled to date

- Requester/Office: Johnston/Verbeck/IT&CD
- Class 2 SR 2008 0000258
- In preparation for NASA Consolidated Active Directory (NCAD) implementation, all users whose Headquarters User ID (HQID) does not match their Agency User ID (AUID) must have their HQID modified to match their AUID.

- AUID Migration ProjectOctober 21, 2008

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

**PM Comments**

- HITSS and ODIN Support Tickets to date
- 2: GOTO station login
- 8: T Drive access
- 3: CICO login

- 1: Application login
- 6: Domain login
- 4: Token login

- Remaining Customers: 13
_**Out of Office:**_
- Shawanda Robinson – Extended Leave
- Deborah Ward – Extended Leave
- Michele Montgomery – Extended Leave
- Alexa Krezel – Returning 10/21
_**Offsite:**_
- Colleen Hartman – GWU
- William Barry – Paris
- Robert Reeves – JSC
- Simon Chung - LARC

_**Vetting with IT-POC:**_
- Richard Powers – LM030
- Jonathan Torres – IA000
- Lawrence Dungan – IA000
- Andrew Depagnier – IA000
- Renee Atkins – DA000

## On-Boarding Initiative for NASA

- Joan Verbeck

## On-Boarding Initiative for NASA (OBIN)

- OBIN is an initiative jointly sponsored by:
- Office of Human Capital Management
- Office of Chief Information Officer
- Office of Security and Program Protection
- Initiative established in reaction to recognized inefficiencies and gaps in the current on-boarding process
- Goal of OBIN is to streamline the technical on-boarding process and improve the overall employee experience in order to have fully performing and motivated employees as close to day one as possible and through the first year
- Technical On-Boarding refers to the process of collecting data from the employee that is needed by security, IT, HR and facility services

## On-Boarding Initiative for NASA (OBIN)

- Agency OBIN team will visit each Center and conduct a Lean Six Sigma event to:
- Understand current Center technical on-boarding process
- Understand Agency approach and identify deltas
- Identify pain points in current practices
- Identify any best practices
- HQ Lean Six event will be Oct 22-24
- OBIN team will also be meeting with 6-8 new hires to obtain feedback on their new hire experience

## Wireless Headset Safety Recall

- Mike Barrett

## Wireless Headset Safety Recall

- CPSC recall issued 10/14
- Headsets disconnected on 10/15-16
- Replacement batteries ordered from company
- Expected to arrive 10/20-21
- New batteries will be installed 10/22-28
- Headsets will be reconnected as batteries replaced

## Administration/Transition

- Jeff Hall

## CSPR Restructure

- Joan Verbeck

## CSPR Restructure

- Revamp CSPR meeting
- Goal to make meeting more effective
- Collaborate change with IT POCs
- What can we do to add value?
- Focus on business processes
- Meeting schedule/agenda
- Every other week vs. every week

## SignOffPage

**Notes:**
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