Common use of Overall Responsibilities Clause in Contracts

Overall Responsibilities. The NSSC is structured to leverage NASA’s transformation to standardize, consolidate, and automate support services. The NSSC will consolidate a variety of transactional and administrative activities currently being performed at each NASA Center and Headquarters in financial management, human resources, information technology, and procurement. A key concept of shared services is increasing operational efficiency, reducing the cost of services, and improving overall customer service. The following sections define the critical NSSC and Center roles and responsibilities required to successfully support this Agency initiative. It is critical for each Center to clearly account for all roles and responsibilities described below and document as required. 2.1 NASA Shared Services Center Overall Responsibilities The NSSC will supply the services detailed in this agreement that are defined in the NSSC Service Delivery Guides1 (available at ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇▇.▇▇▇/customerservice/ref/). Service Level Indicators (SLIs) for services transitioning in the upcoming fiscal year are detailed in Section 4.0, “Service Level Indicators and Performance Reporting”. The NSSC will employ qualified staff to deliver the services prescribed within this SLA. The NSSC standard business hours are from 8:00 a.m. to 4:30 p.m. CST, and customer inquiries will be received from 7 a.m. to 7 p.m. CST, Monday – Friday in the Customer Contact Center. After-hours inquiries will be addressed the next business day. 1 The Service Delivery Guides for future activities are still under development and will be made available to Centers at least 30 days prior to the start of each service. Centers will be given an opportunity to review and comment on Service Delivery Guides prior to Operational Readiness Reviews (▇▇▇) for each activity. Unresolved comments will be presented to the ▇▇▇ Board. The NSSC will be responsible for maintaining the confidentiality of customer information. Where the NSSC requires changes to Center responsibilities to enable the NSSC to achieve approved service levels, changes to the Center responsibilities will be requested and agreed upon by following the procedures and protocols set out in Sections 1.6 and 1.7, “Updating the Agreement and Version Control” and “Recommending and Recording Changes”. The NSSC will supply the Centers with a monthly performance report that will be reviewed by the NSSC Service Delivery Deputy Director. Remedial action plans will be implemented where service standards fall below those identified in this SLA.

Overall Responsibilities. The NSSC is structured to leverage NASA’s transformation to standardize, consolidate, and automate support services. The NSSC will consolidate has transitioned a variety of transactional and administrative activities currently being previously performed at each NASA Center and Headquarters HQ in financial managementFM, human resourcesHR, information technologyIT, and procurementPR. A key concept Key concepts of shared services is include increasing operational efficiency, reducing the cost of services, and improving overall customer service. The NSSC operates in a manner that provides for transparency and accountability of costs and services. The following sections define the critical NSSC and Center customer roles and responsibilities required to successfully support this Agency initiative. It is critical for each Center to clearly account for all roles and responsibilities described below and document as required. 2.1 NASA Shared Services Center Overall Responsibilities Responsibilities‌ The NSSC will supply the services detailed in this agreement that are defined in the NSSC Service Delivery Guides1 Guides (available at ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇▇.▇▇▇/customerservice/ref//references). Service Level Indicators (SLIs) for services transitioning in the upcoming fiscal year are detailed in Section 4.0, “Service Level Indicators and Performance Reporting”. The NSSC will employ qualified staff to deliver the services prescribed within this SLA. The NSSC standard business hours are from 8:00 a.m. to 4:30 p.m. CST, and customer inquiries will be are received from 7 7:00 a.m. to 7 7:00 p.m. CST, Monday – Friday in the Customer Contact Center. After-hours inquiries will be addressed the next business day. 1 . The Service Delivery Guides for future activities are still under development NSSC will not make or interpret policy and will be made available to Centers at least 30 days prior to the start of each servicework with Agency policy makers in applying and interpreting policy, as required. Centers The NSSC will be given an opportunity to review provide all requested documentation, information, and comment on Service Delivery Guides prior to Operational Readiness Reviews necessary support when requested by both internal and external audit organizations, as appropriate (▇▇▇) for each activity. Unresolved comments will be presented to the ▇▇▇ Boarde.g. NASA OIG and GAO). The NSSC will be responsible for maintaining the confidentiality of customer information. Where the NSSC requires Any changes to Center customer responsibilities to enable the NSSC to achieve approved service levels, changes to the Center customer responsibilities will be requested and agreed upon by following the procedures and protocols set out in Sections 1.6 and 1.7Section 1.6, “Updating Updates and Changes to the Agreement and Version Control.” and “Recommending and Recording Changes”. The NSSC will supply the Centers customers with a monthly performance report that report. Reports will be reviewed by made available on the NSSC Customer Service Delivery Deputy DirectorPortal (▇▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇▇.▇▇▇/metrics). Remedial action plans will be implemented where service standards fall below those identified in this SLA. In the event of a prolonged system outage or other external occurrence (e.g. SAP year-end, SAP Release shutdowns and issues involving Treasury interfaces), both expected and unexpected, the NSSC will not be held to the established service standards outlined in this agreement. The NSSC will reassume accountability to the established service standards beginning in the first full month following recovery or startup. The NSSC currently operates under a Business Continuity Plan (BCP) to address business interruption. Downtimes for the different services vary and have been coordinated with Agency Functional Managers. The NSSC Executive Director is responsible for the overall program management of all aspects of the NSSC. The NSSC will be responsible for complying with the most current approved processes. Updates and changes to the NSSC documented procedures will be coordinated with the customer if Center “interfaces” are impacted. The NSSC will follow the Planning, Programming, Budgeting and Execution (PPBE) process as established and documented by the Agency. 2.2 Customer Overall Responsibilities‌ The customers will maintain the reliable operation of the customers’ IT systems that provide information required by the NSSC to perform its services. In order for the NSSC to provide timely service, it is important that Center points-of-contact and/or customers submit requests, funding, and transactions timely and accurately in accordance with Agency requirements and guidelines. The customers will provide occupancy space, supplies, and Agency seat management for the Agency-Wide Contract Closeout Services (AWCCS) contract representatives in accordance with the institutional-provided services clause of the contract. Additionally, customers will provide the AWCCS contractor access to SAP, Contract Management Module (CMM), and other associated systems necessary for efficient and effective contract closeout procedures in accordance with the NSSC Service Delivery Guide, ”AWCCS.” The customers may use either current or unexpired prior year funds in creating a Funds Commitment for charges using their Center Management & Operations (CM&O) Fund Center (or Agency Management & Operations (AM&O) for HQ) for prepayments to the NSSC through the WCF. Mission Directorates, OIG, and Office of Education may use appropriate programmatic funding. Funds provided will become no-year WCF funds once earned by the NSSC. Per OCFO direction, oldest year funds are to be used first and the IPAC must identify all funds by Program year and Project Management Information Improvement (PMII) structure for budget formulation. The customers may also purchase Agency provided services via established Agency contract mechanisms, including, but not limited to, transaction-based services such as the Agency relocation services by forecasting anticipated levels of service during the acquisition process and directly awarding and funding task orders in accordance with the applicable contract agreement, respectively.

Overall Responsibilities. The NSSC is structured to leverage NASA’s transformation to standardize, consolidate, and automate support services. The NSSC will consolidate transitioned a variety of transactional and administrative activities currently being previously performed at each NASA Center and Headquarters NASA HQ in financial managementFM, human resourcesHR, information technologyES, PR, and procurementABS. A key concept Key concepts of shared services is include increasing operational efficiency, reducing the cost of services, enhancing customer experience, and improving overall customer service. The NSSC operates in a manner that provides for transparency and accountability of costs and services. The following sections define the critical NSSC and Center customer roles and responsibilities required to successfully support this Agency initiative. It is critical for each Center to clearly account for all roles and responsibilities described below and document as required. 2.1 NASA Shared Services Center NSSC Overall Responsibilities The NSSC will supply the services detailed in this agreement that are and as defined in the NSSC Service Delivery Guides1 (available at ▇▇▇▇://▇▇▇.▇▇▇▇.▇▇▇▇.▇▇▇/customerservice/ref/). Service Level Indicators (SLIs) for services transitioning in the upcoming fiscal year are detailed in Section 4.0, “Service Level Indicators and Performance Reporting”Services Catalog. The NSSC will employ qualified staff to deliver the services prescribed within this SLA. The NSSC maintains standard business hours are from 8:00 a.m. to 4:30 p.m. CST, and customer inquiries will be received from 7 a.m. to 7 p.m. CSTCT, Monday – Friday Friday, and receives customer inquiries from 7:00 a.m. to 7:00 p.m. CT, Monday – Friday, in the Customer Contact CenterCenter (CCC). After-hours inquiries will be addressed the next business day. 1 . The Enterprise Service Delivery Guides for future activities are still under development Desk (ESD) provides customer support 24 hours per day, 7 days a week. The NSSC will work with Agency policy makers in making, applying, and interpreting policy, as required. The NSSC will be made available to Centers at least 30 days prior to the start of each service. Centers will be given an opportunity to review provide all requested documentation, information, and comment on Service Delivery Guides prior to Operational Readiness Reviews necessary support when requested by both internal and external audit organizations, as appropriate (▇▇▇) for each activity. Unresolved comments will be presented to the ▇▇▇ Boarde.g., NASA OIG and Government Accountability Office). The NSSC will be responsible for maintaining the confidentiality of customer information. Where the NSSC requires Any changes to Center customer responsibilities to enable the NSSC to achieve approved service levels, changes to the Center responsibilities levels will be requested and agreed upon by following the procedures and protocols set out in Sections 1.6 and 1.7Section 1.6, “Updating Updates and Changes to the Agreement and Version Control.” and “Recommending and Recording Changes”. The NSSC will supply document performance of cost recovery against budget, timeliness, quality, customer satisfaction, and specific service standards established and agreed to as part of this SLA. The reporting is available via a performance dashboard in ServiceNow. For instructions on accessing the Centers with a monthly performance report that will be reviewed by dashboard, visit the NSSC Service Delivery Deputy Directormetrics page. Remedial action plans will be implemented where service standards fall below those identified in this SLA, as appropriate. In the event of a prolonged system outage or other external occurrence (e.g., Systems, Applications and Products in Data Processing (SAP) year-end, SAP Release shutdowns, and issues involving Treasury interfaces), both expected and unexpected, the NSSC will not be held to the established service standards outlined in this agreement. The NSSC will resume accountability to the established service standards beginning in the first full month following recovery or startup. The NSSC currently operates under a Business Continuity Plan to address business interruption. Downtimes for the different services vary and have been coordinated with Agency Functional Leaders. The NSSC Executive Director is responsible for the overall program management of all aspects of the NSSC. The NSSC will be responsible for complying with the most current approved processes. Updates and changes to the NSSC documented procedures will be coordinated with the customer if customer interfaces are impacted. The NSSC will follow the PPBE process as established and documented by the Agency.