# Presentation: 641393

## NSSC and SATERN

**Coming July 3, 2006**

## NSSC Vision:    Unparalleled Service

**NSSC Vision:    Unparalleled Service**
**NSSC Mission:  To provide timely, accurate, high quality, cost effective, and **_**customer focused**_** support for selected NASA business and technical services.**

**Notes:**
The NSSC Vision is unparalleled service – which will be achieved through the NSSC:
Having the right management team, the right service provider, the right attitude, and a customer service orientation
Hiring employees committed to providing unparalleled customer service
Partnering with the Service Provider
Setting up an effective Contact Center, and
Developing appropriate metrics, holding people accountable, and measuring the right thing

The NSSC Mission is to provide timely, accurate, high quality, cost effective, and customer focused support for selected NASA business and technical services.

## NSSC’s SATERN Role

**Processing of Off-Site Training Requests**
**Administration of Online Learning Courses and Training Systems**
**Training Services Support**
**Training Survey Support**
_**Customer Focused**_** Assistance and Service**

**Takeaway:**  Giving more time for Centers to Focus on the Business of Employee Development

## NSSC’s SATERN Role

**Processing of Off-Site Training Requests**
- Complete appropriate procurement documentation (purchase request, etc).
- Register the attendee(s) with the course vendor.
- Send confirmation notices.
- Verify attendance/completion of training.
- Distribute and collect training evaluations and enter data into learning management systems.
- Process employee reimbursements (when applicable)
**Administration of Online Learning Courses and Training Systems ****(Migration date to be determined)**
- Facilitating resolution of issues between NASA and the SATERN contractor.
- Supporting NASA users in password resets, connectivity, and training as required to access and efficiently use SATERN.
- Supporting NASA users in loading new course materials to the SATERN website.
- Providing ad hoc reports as requested.
- Maintaining and updating on-line course catalogues, course availability, and course content.

## NSSC’s SATERN Role (con’t)

**Training Services Support**
- Support shall include performing market research to identify and recommend potential training providers.
- Preparation of course descriptions for approved courses
- Updating and maintaining the list of standard training requirements, communication methods, and schedules.** **
**Training Survey Support**
- Provide support during the development, deployment, and results analysis of surveys and assessments.
- Make effective use of all available media in publicizing any required survey.
- Deploy standard surveys and assessments to the appropriate customer or Agency target audience.
- Collect results and keeping with the design parameters of acceptable response rates, complete initial analysis of results data, and provide summary data reports to the requestor.
- Maintain a survey and assessment repository containing both standard and customized survey assessment questions as well as data files of past survey and assessment results.

## NSSC-SATERN Process Overview

**Takeaway**: 5 Steps From Learner Request to Training Approval

## Who Does What?

**The Learner** submits their training request to their Center Training Office using SATERN.
**The Center Training Office** reviews the request and supporting documentation for completeness and accuracy and forwards request to NSSC.
**The NSSC Training Team** receives the request and supporting documentation, coordinates with the course providers/vendors, and completes the necessary information for enrollment.
- Within the NSSC, there is a robust system of **quality and process control** to ensure the learner receives timely and accurate course enrollment.
**The NSSC Procurement team** will secure the funds for the course and pay the course vendor.
***The Learner Attends the Course***

## How We Are Preparing to Serve You

**Joint NSSC-SATERN Subteam formed and currently active to assess processes and ensure **_**smooth transition**_
**Joint HR, Finance, Procurement, and Budget team formed to ensure **_**cross-functional**__** **_**coordination and communication**
**Involvement in SATERN Alpha and User Acceptance Testing (UAT) to address system issues **_**early-on**_
**Development of “quick action” process to **_**quickly resolve customer issues**_** after NSSC   “go-live”**

## What This Means to You

**Streamlined Processes**
- Transparent training request processing
- Standardized internal process steps
- Application of Lean Six Sigma to simplify and improve
**Unparalleled Service**
- Strict internal process and quality control metrics
- Continuous process monitoring and improvement
- Event Driven web content
- Top Tier _Customer Contact Center_ services

## More on Our Customer Contact Center 

**The Customer Contact Center is a disciplined approach to the management of customer interactions for**
- Quick access to a “live” agent (Only two buttons away)
- Timely resolution of customer issues
- Timely follow-up and feedback on outstanding issues
- Identifying process improvements
- Improving customer satisfaction
**3 Steps to speak to someone about your training**
- Call contact center
- Identify whether you are a NASA or Contract employee
- Press 2 for Human Resources
**	**

## Customer Contact Center (continued)

**Hours of Operation**
- 8 a.m. to 8 p.m. Eastern Standard Time
- 7 a.m. to 7 p.m. Central
- 5 a.m. to 5 p.m. Pacific
- 24-7 Emergency After-Hours Support
**Staff**
- 14 Contact Center Representatives
- 2 Supervisors
- Department Manager**	**
**Phone**
- 1-877-NSSC123
**Email**
- nssc-contactcenter@nasa.gov
**Web**
- http://www.nssc.nasa.gov/customerservice

## SATERN and NSSC

***We look forward to providing you Unparalleled Service***