Office of Headquarters Operations

1. Office of Headquarters Operations Town Hall April 15, 2009 Chris Jedrey Executive Director, Office of Headquarters Operations

2. Welcome Office of Headquarters Operations

3. Customer Service AwardsNatasha McNeill Office of Headquarters Operations

4. 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.

5. 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. Bobby Culp, Office of Headquarters Operations Michelle Cornelius, Space Operations Mission Directorate Carolyn Edwards, Office of the General Counsel Dolores McClung, Aeronautics Research Mission Directorate Michelle McNair, Office of Program Analysis and Evaluation Rose 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:

6. Recognitions Office of Headquarters Operations

7. Topics • Hidden Headquarters • Brown Bag Sessions • Extended TDY Office of Headquarters Operations

8. NASA’s First Headquarters Office of Headquarters Operations

9. NASA’s First Headquarters Office of Headquarters Operations

10. Wilkins “T” Building Office of Headquarters Operations

11. “L” Building Office of Headquarters Operations

12. 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 Office of Headquarters Operations

13. Brown Bag Sessions Office of Headquarters Operations

14. Extended TDY Office of Headquarters Operations

15. Bring Your Children to Work Day Judy Phillips, DirectorHQ Equal Opportunity and Diversity Management Office of Headquarters Operations

16. Infrastructure UpgradesDave Redman, DirectorHQ Facilities and Administrative Services Division Office of Headquarters Operations

17. TheColumbiaCaféisnowopen! Hours of Operation are 7:00 am – 3:30 pm Suite 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 Office of Headquarters Operations

18. 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

19. Security Control Desk Aerial View of Security Desk Visitor Waiting Lounge Aerial View of Desk and Lounge

20. 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

21. Status of Multifunction Devices at NASA Headquarters Kelly CarterActing Director, IT and Communications Division Office of Headquarters Operations

22. 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 Office of Headquarters Operations

23. Equipment Goals Customers should report issues immediately to 358-HELP to ensure timely response. • 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 Office of Headquarters Operations

24. 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 Office of Headquarters Operations

25. The ITCD Contract Monitor is Mike Crnkovic. Contact him at 358-0617 if you have unresolved questions or concerns Office of Headquarters Operations

26. Exchange Council ActivitiesBetsy Edwards, President, Exchange Council Office of Headquarters Operations

27. Combined Federal CampaignSandra Reid, CFC HQ Campaign Manager 2008 Office of Headquarters Operations

28. Questions / Answers Office of Headquarters Operations