Continuous Service Improvement Initiatives. The emphasis on rigorously establishing standards and requirements and then aligning these standards and requirements with customer expectations while meeting or exceeding these requirements is particularly significant for shared services. The NSSC makes regular use of tools, such as Agile Scrum and Lean Six Sigma, to ensure our process and services are streamlined and efficient. Customer experience and the ability to adapt and change is paramount. To continue to improve in these areas we have created a culture of continuous improvement. Our culture is built upon the ideas of those who understand the business the best, our employees, and also from the experiences and feedback from our NASA customers. We have an Innovation and Continuous Improvement Program that is extensively utilized by our employees via ideas and suggestions. All ideas are tracked and evaluated and the customer experience gives life to our metrics. It matters, and we continuously work hard to ensure the customer experience always exceeds expectations. One example: in FY21, NSSC fine-tuned our recently modernized survey program and web presence. We hope you are noticing the improvements. In FY23, the NSSC has also initiated a “pain point sprint project” to enhance Personnel Action Request processing. Outcomes of this initiative include: (1) Decreased timelines associated with processing new hire actions which will decrease the time to hire; (2) Improved customer experience with real-time training for submitting each type of personnel action; and (3) Increased deliverable quality using automations and training.
Continuous Service Improvement Initiatives. The emphasis on rigorously establishing and then aligning towards customer expectations while meeting or exceeding requirements is particularly significant for shared services. The NSSC makes use of tools, such as Agile Scrum and Lean Six Sigma, to ensure our process and services are streamlined and efficient. Customer experience and the ability to adapt and change is paramount. To continue to improve in these areas we have created a culture of continuous improvement. Our culture is built upon the ideas of those who understand the business the best our employees. We have implemented an Innovation and Continuous Improvement program and our employees have been quick to respond. Their ideas are tracked and evaluated using Lean 6 Sigma and other tools to determine the potential benefits to our customers, which is at the heart of everything the NSSC does. NSAGR-1058-00011 RELEASED - Printed documents may be obsolete; validate prior to use. The customer experience gives life to our metrics. It matters, and we are working hard to ensure the customer experience exceeds expectations.
Continuous Service Improvement Initiatives. The emphasis on rigorously establishing and then aligning towards customer expectations while meeting or exceeding requirements is particularly significant for shared services. The NSSC makes use of tools, such as Agile Scrum and Lean Six Sigma, to ensure our process and services are streamlined and efficient. Customer experience and the ability to adapt and change is paramount. To continue to improve in these areas we have created a culture of continuous improvement. Our culture is built upon the ideas of those who understand the business the best, our employees, and also from the experiences and feedback of our NASA customers. We have an Innovation and Continuous Improvement program and our employees are always quick to make suggestions. Ideas are tracked and evaluated. The customer experience gives life to our metrics. It matters, and we are working hard to ensure the customer experience exceeds expectations. In FY21, NSSC fine-tuned our recently modernized survey program and web presence. We hope you are noticing the improvements. In FY22, the NSSC has taken on an a “pain point sprint project” initiative to take ownership of the Grants and Cooperative Agreements end-to-end processing in partnership with the Science Mission Directorate (SMD). Outcomes of this initiative include: (1) greater transparency for our stakeholders (in particular; SMD), (2) improved performance tracking, (3) improved data accuracy, and (4) overall management and
