Outsourcing Desktop Initiative for NASA ODIN

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Outsourcing Desktop Initiative for NASA (ODIN)

• Mark E. Walther, Chief Information Officer
• NASA/Goddard Space Flight Center

NASA Outsourcing Home Page URL
http//outsource.gsfc.nasa.gov/
Industry Advisory Council Luncheon Outsourcing
Panel Discussion May 12, 1998
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ODIN Agenda

• Objectives
• Approach
• Desktop Services
• Server Services
• Technology Refresh Approach
• Performance Metrics
• Delivery Order Selection Process

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P133.003 JD4
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ODIN Objectives

• Effectively communicate and coordinate with all
  Enterprises, Centers, employees, major projects,
  and contracts to ensure a smooth integration of
  the ODIN implementation.
• Optimize service delivery by acquiring services
  from a single point of contact at each Center, to
  include desktop, server, and intra-Center
  communications services.
• Transfer asset management responsibilities and
  risk to the commercial sector.
• Shift civil servant resources currently
  supporting these services to research and
  development functions in support of NASAs core
  missions.
• Reduce the cost to NASA of delivering desktop,
  server, and intra-Center communications services
  and
• Facilitate IT management through the evolution of
  a more common computing and communications
  environment thereby enhancing system and product
  interoperability.

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Approach

• Create an environment which prepares the Agency
  to accept the cultural change which will occur in
  an outsourced environment.
• Set appropriate expectations of the new
  environment by communicating at all levels of the
  Agency.
• Perform extensive benchmarking of both outsource
  providers and customers to gain insight into
  issues on both sides.
• Build flexibility into the contract.
• Establish and obtain buy-in to the post award
  operating model early in the formulation process.
• Rely on metrics to guarantee performance..

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Desktop Services

• ODIN Desktop services include the provisioning of
  the necessary hardware and software (including
  network services) to meet NASAs functional and
  performance requirements.
• Bundled with each desktop are the necessary IT
  support characteristics (e.g., hardware and
  software acquisition, installation, maintenance,
  refreshment, administration, network access,
  customer support, relocation, training).
• Included in each desktop seat are all server
  (e.g., email, print, file, and similar end user
  and domain based application servers) products
  and services required to deliver the specified
  functionality.
• The unit of purchase for the desktop service
  categories is referred to as a seat.
• A catalog of commercially-available products and
  services will be provided to augment the bundled
  services and products

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Server Services

• Server services provide institutional
  capabilities through ODIN servers at a fixed
  price per unit.
• When ordering server services, one does not
  receive server hardware, but rather the resources
  associated with the server.
• Pricing for all requirements is bundled into a
  fixed unit price including hardware and software
  acquisition and maintenance, network
  access/connectivity, and system administration.
• Four categories of server services are defined
• Application / Database
• Web
• File Storage
• Computational

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Technology Refresh Approach

• Technology Refresh is tied to the National
  Software Testing Laboratory(NSTL) baseline -
  (Example of 1/98 Rankings)

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Performance Metrics

• Metrics tracked at each Center
• Service Delivery percentage of action requests
  successfully completed within the allotted time
• Availability percentage of time the ODIN
  service is available and fully functional to the
  end user
• Customer satisfaction percentage of respondents
  choosing a score above the neutral level when
  determining the accuracy, completeness,
  consistency, effectiveness, timeliness, and
  overall quality of the service
• Baselined by each Center prior to solicitation of
  delivery order Contractor proposes metrics to
  be met over the term of the delivery order

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Delivery Order Selection Process (DOSP)

• The process used by the Center/Enterprise to
  select a single ODIN provider and execute a
  Delivery Order
• Fair consideration will be given to every
  contractor in the pool
• All contractors choosing to be included in the
  pool must perform a due diligence (30 days
  concurrently)
• Subsequent Delivery Orders may be issued on a
  sole source basis
• Delivery orders are for a period of 3 years
• The Center/Enterprise must provide updated
  information
• Detailed inventory and infrastructure information
• Current customer satisfaction baseline
• Interfaces service requirements
• Identify the weighting of the Delivery Order
  Selection Criteria (DOCS - Customer Focus,
  Transition Issues, Service Delivery, Mission
  Focus, ODIN Past Performance (when applicable),
  and Pricing

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Challenges

• Maintaining smart buyer capability
• Identifying new opportunities for employees
• Implementing ODIN at 2 NASA Centers by 10/98
• Overcoming the natural resistance to change
• Communicating and integrating lessons-learned
• Ability to maintain flexibility