Office of Headquarters Operations

Town Hall

April 15, 2009

Chris JedreyExecutive Director, Office of Headquarters

Operations

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Welcome

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Customer Service Awards

Natasha McNeill

The Office of Headquarters Operations is pleased to announce the winners of the 2009 Customer Service Award. This award acknowledges exemplary customer service provided to Headquarters organizations and staff by the Office of Headquarters Operations, Office of Budget Management and Systems Support, the Goddard Space Flight Center employees, and contractors for the period January-December, 2008.

There are 2 categories:• A first place civil servant and a first place contractor/team award• A second place civil servant and a second place contractor/team award

The top civil servant recipient will receive a cash award, a trip to one of the NASA Centers, and a memento.The top contractor recipient will receive a memento.

The second place civil servant recipient will receive a cash award and a memento. The second place contractor recipient will receive a memento.

I will now announce the winners. When you hear your name, please come on stage to accept your award.

The second place civil servant recipient is Wanda Brown from the GSFC Systems and Policy Office. For exceptional customer service during transition and stabilization of the accounts payable functions to the NASA Shared Services Center.

The second place contractor recipient is Matthew Veillette from Lockheed Martin (ODIN). For excellent customer service and his technical knowledge, people skills and dedication to NASA’s mission.

Bobby Culp, Office of Headquarters OperationsMichelle Cornelius, Space Operations Mission DirectorateCarolyn Edwards, Office of the General CounselDolores McClung, Aeronautics Research Mission DirectorateMichelle McNair, Office of Program Analysis and EvaluationRose Palompo, Office of Budget Management and Systems Support

And a special thanks to Rhonda Taylor-Horton, our Awards Officer, for her hard work and dedication throughout the Customer Service Award process.

A panel from Mission Directorates, Mission Support Offices, and the office of Headquarters Operations was selected to rate, rank and recommend nominees for the Customer Service Award. Panel Members have a very difficult time job rating and ranking the nominations. Each year we receive numerous nominations of outstanding employees deserving of this award.

At this time I would like to thank this year’s panel members:

The first place civil servant recipient is John Pettit of the Headquarters Facilities and Administrative Services Division. For superior Agency wide customer service processing in excess of 1,200 passports and 1,100 visa requests throughout the Agency.

The first place contractor recipient is Dino Hooshang from InDyne, Inc. For exceptional customer service and demonstrated dedication, technical expertise, persistence, and innovation in restoring the Headquarters desktop back-up storage for all Headquarters customers.

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Recognitions

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Topics

• Hidden Headquarters

• Brown Bag Sessions

• Extended TDY

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NASA’s First Headquarters

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NASA’s First Headquarters

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Wilkins “T” Building

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“L” Building

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Credits

• Thanks to Elizabeth Suckow– NASA History Division– Located in CO72 and 2Q39– X0384– On the Web at http://history.nasa.gov/– Email histinfo@hq.nasa.gov

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Brown Bag Sessions

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Extended TDY

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Bring Your Children to Work Day

Judy Phillips, DirectorHQ Equal Opportunity and Diversity Management

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Infrastructure Upgrades

Dave Redman, DirectorHQ Facilities and Administrative Services Division

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The Columbia Café is now open!

Hours of Operation are 7:00 am – 3:30 pmSuite 9G39

● Available for breakfast, lunch, snacks and catering ● New menu with a wide variety of sandwiches, salads, and rice and pasta bowls. ● Daily hot entrée and specials● Launch-n-Go features daily specials & other pre-packaged selections

for your convenience.● Visit the website at http://columbiacafe.hq.nasa.gov/

The Columbia Café is managed by The Lundsford Group, LLC

• U shaped setting with thirty-four seats/thirty-one perimeter seats • Twenty-four fixed table microphones (2 per table)• Ceiling mounted speakers• Three ceiling mounted projectors• Three ceiling recessed projection screens (60” x 80”, 100” diagonal)• Ante-Room/Coffee Area with: Full size refrigerator ∙ Microwave ∙ Coat rack

Scheduled via the Facilities Help Desk System https://heckler.hq.nasa.gov/fhds/login.cfm

Security Control Desk Aerial View of Security Desk

Visitor Waiting Lounge Aerial View of Desk and Lounge

• Two full service video conferencing meeting spaces

• Assembly Room with fixed-seating capacity for 100

• Conference Room with 16 seat U shaped table & 15 perimeter guest chairs

• Plasma video walls

• Supports internal communications between the Auditorium, Assembly and Conference Rooms

• Conference Room and Assembly Room provide ViTs capability

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Status of Multifunction Devices at NASA Headquarters

Kelly CarterActing Director, IT and Communications Division

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MFD Overview• MFDs are provided under an Agency contract

with Xerox and monitored locally by the IT and Communications Division (ITCD)

• MFDs provide print, scan, copy, and fax capability from and to your desktop

• MFDs are strategically placed throughout the building

• NASA HQ has 119 MFDs; 1/3 are color capable

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Equipment Goals

• Improve availability or “up-time”– Overall uptime is greater than 95% but we are averaging >600

downtime hours per month– Automated software will proactively monitor and report status on

each MFD

• Reduce time for resolving reported problems– Average number of service calls per month: 112

• Top 3 Issues: Jams, Device Fault, and Empty Supplies

– Xerox has onsite technician– ITCD is monitoring metrics to identify areas needing attention

Customers should report issues immediately to 358-HELP to ensure timely response.

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Customer Goals• Reduce complexity and frustration

– Training has been provided onsite and is available upon request

– Handouts are located near each MFD to address the most common problems

– Tutorials are available on the ITCD website

• Improve Customer satisfaction– Measured through customer service surveys and ITCD

customer service meetings with IT Points of Contact (ITPOCs)

– ITCD is monitoring service calls to identify problems– Providing feedback is extremely important to helping us

improve services

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The ITCD Contract Monitor is Mike Crnkovic.

Contact him at 358-0617 if you have unresolved questions or concerns

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Exchange Council Activities

Betsy Edwards, President, Exchange Council

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Combined Federal Campaign

Sandra Reid, CFC HQ Campaign Manager 2008

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Questions / Answers