IT Infrastructure Integration Program (I 3 P)

Transcription

1 I Infrastructure Integration Program (I 3 P) AGENCY CONSOLIAE EN-USER SERVICES (ACES) COMMUNICAIONS, RAINING, AN OUREACH PLAN

2 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Page 2 of 38 Responsible Office: End-User Services Office (X030 and XB000) SUBJEC: for the Establishment of the ACES Contract APPROVALS End-User Services Office Establishment of the ACES Contract Approved by: /s/ John. Sprague April 25, 2011 End-User Services Enterprise Service Executive ate John. Sprague ================================================================== Approved by: /s/ Bruce C. O ell April 25, 2011 NSSC Chief Information Officer ate Bruce C. O ell ================================================================== Approved by: /s/ Rebecca ubuisson April 25, 2011 NSSC irector, Business & Administration ate Rebecca ubuisson ================================================================== Approved by: /s/ Gary Cox April 25, 2011 NASA Associate Chief Information Officer ate Enterprise Services & Integration ivision Chief Gary Cox ================================================================== Responsible Offices: End-User Services Office (X030 and XB000)

3 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Page 3 of 38 Responsible Office: End-User Services Office (X030 and XB000) SUBJEC: for the Establishment of the ACES Contract ocument History Log Status (Basic/Revision Cancelled) ocument Version Effective ate escription of Change Basic /25/2011 Basic Release Revision 2.0 6/21/2011 Merged I 3 P and HPES s

4 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Page 4 of 38 Responsible Office: End-User Services Office (X030 and XB000) SUBJEC: for the Establishment of the ACES Contract ABLE OF CONENS 1.0 Purpose and Overview End-User Services (ACES) Contract Goals & Objectives Communication Strategy Key End-User Services Messages End-User Services Locations Communication Outreach Center Phase-In Schedule End-User raining raining Courses Communication actics Stakeholder Analysis Appendix A arget Audiences / Audience-Specific Communications Matrix Appendix B Communications imeline Appendix C - Communications escriptions Appendix Acronyms

5 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 5 of 38 SUBJEC: for the Establishment of the ACES Contract 1.0 Purpose & Overview a. he purpose of this communication plan is to document a communication strategy, that, when executed, will enable/facilitate a successful ACES Contract rollout. he document will be frequently updated to ensure key messages are identified, accurate schedules are included, and consistency with other Information echnology Infrastructure Integration Program (I 3 P) communication plans is achieved. b. he ACES Contract consists of program management, provisioning, and support of desktops, laptops, cell phones, personal digital assistants (PAs), printers, and office automation software. Currently, these components are provided by the Outsourcing esktop Initiative for NASA (OIN) Contract and the Xerox Contract for Multi-Functional evices (MFs). ACES will provide a consolidated solution for delivering end-user services across the Agency to achieve increased efficiencies and reduced costs through standardization and commonality while providing a means to build specialized solutions when mission needs require them. Services include: computing and mobile bundled seats, Enterprise-wide , directory, printing services, and peripherals. 2.0 End-User Services (ACES) Contract Goals and Objectives he ACES Contract will manage the vast majority of NASA s personal computing hardware, Agency standard software, mobile I services, peripherals and accessories, associated end-user services, and supporting infrastructure. NASA considers its end-user computing assets vital to its continuing success as the world leader in aeronautics, space exploration, and scientific research. NASA personnel use I to support NASA s core business, scientific, research, and computational activities. It is imperative that the commercial sector deliver costeffective I services that meet NASA mission and program needs while achieving efficiency and a high level of customer satisfaction. Within this framework, HPES will provide, manage, secure, and maintain I services that meet the requirements as defined in the Performance Work Statement (PWS) and the I Infrastructure Integration Program (I 3 P) Cross-Functional Performance Work Statement (CF PWS). HPES shall: (1) install, operate, and maintain hardware, software, and services; and (2) plan, design, develop or acquire, integrate, test, upgrade, and implement new systems or enhancements to existing systems for the following services:

6 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 6 of 38 SUBJEC: for the Establishment of the ACES Contract a. Contract Management: General contract management; financial management; service asset and configuration management; contract phase-in/implementation management; safety, health, and environmental management; quality assurance and management; I 3 P program integration; contract administration; technology infusion and transformation; records management; and Service Level Agreement (SLA) terms and conditions. b. General Services: elivery of comprehensive, end-to-end computing services and backoffice infrastructure support, including ier 2/3 service desk support; ACES Product Catalog (APC) services; software right-to-use; technology refresh; consumables; performance metrics reporting tool; developmental test laboratory; temporary seats; support for telecommuters, travelers, and off-site end users; return-to-service surcharge; wipe and load services; elevated user privileges; support for special events; Enhanced Support Services; early seat refresh; data center services; software licensing continuation; other general services; Customer Relationship Management (CRM) and outreach; response to information and audit requests; support for federal initiatives; and software refresh portal. c. Base Services: and collaborative calendaring services; Active irectory services; loaner pool management; print queue infrastructure management; security management, including I security, ata-at-rest services, physical security, emergency management, and emergency preparedness and response; software license management; Instant Messaging (IM) services; and two-factor user authentication token distribution. d. Seat Services: Computing seats, cellular seats, pager seats, network peripheral seats, and the Virtual eam Service (VS) seat. o guide tactical decisions and planning, now and in the future, the NASA Chief Information Officer (CIO) has established the following principles: MISSION ENABLING: I at NASA serves to enable NASA s mission. INEGRAE: NASA will implement I that enables integration of business (Mission) processes and information across organizational boundaries. EFFICIEN: NASA will implement I to achieve efficiencies. SECURE: NASA will implement and sustain secure I solutions.

7 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 6 of 38 SUBJEC: for the Establishment of the ACES Contract Communication Objectives he following communication objectives have been identified to assist in the successful establishment of an ACES Contract at the NASA Shared Services Center (NSSC): Communication Objectives Create ACES project awareness, commitment, and understanding by communicating the right message to the appropriate audience at the right time. Communicate benefits of I 3 P and ACES. Facilitate the end-user community s transition to the I 3 P contracts and their understanding of what services are supported via ES at any given time as services and Centers will transition to using ACES support at various times. Compose and distribute consistent, clear, concise, and audience-specific messages. Employ effective and appropriate communication vehicles; environment and audience analysis is crucial in identifying communication efforts. Set appropriate expectations and provide frequent and unbiased status of project progress. Communicate to stakeholders what they need to know, before they need to know it. Provide ample time for stakeholders to move past an emotional reaction and on to positive involvement. argeted Keep Informed; Stakeholder Keep Satisfied; Categories Manage Closely Keep Informed; Keep Satisfied; Manage Closely Keep Informed; Keep Satisfied; Manage Closely Keep Informed; Keep Satisfied; Manage Closely Keep Informed; Keep Satisfied; Manage Closely Keep Satisfied; Manage Closely Keep Satisfied; Manage Closely Meet frequently and regularly with stakeholders to discuss developments and Keep Satisfied; Manage any tactical concerns. Closely Offer opportunities for private communication including telephone Keep Satisfied; Manage conferences (telecons), WebEx, and face-to-face (F2F) meetings as Closely appropriate. Hold project-wide meetings at important milestones. Keep Satisfied; Manage Closely Gather and provide after-action feedback to track and resolve issues with Keep Informed; Keep quick-hit solutions. Satisfied; Manage Closely Communicate results of the after-action resolutions for quick-win messages. Keep Satisfied; Manage Closely Implement appropriate surveys to baseline customer satisfaction before and Keep Informed; Keep after ACES deployment. Satisfied; Manage Closely

8 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 7 of 38 SUBJEC: for the Establishment of the ACES Contract Using the aforementioned principles as guidance, NASA is pursuing a strategy intended to: Clearly define that the CIO shall provide reliable and efficient I infrastructure services. Standardize and consolidate infrastructure to provide end-to-end visibility, improving security, reducing cost, and enabling collaboration. In direct support of these key principles and strategy, the following goals and objectives are established for the Contract: Goal 1: Consolidate the provisioning of end-user services across all Centers using a single-agency solution. Objectives a. Achieve operational efficiencies through standardized hardware and software solutions. b. Improve service and end-user experience by providing standardized service delivery across all Centers. c. Increase insight into NASA s I assets. d. Leverage economies of scale to obtain a lower overall cost on a per capita basis. Goal 2: Ensure NASA s mission is enabled by the Agency end-user solution Objectives a. Provide a flexible approach to meet the diverse needs of NASA s mission. b. Serve as a mission enabler by appropriately infusing emerging technology and transforming end-user service delivery as NASA s mission evolves. c. Enable cross-center collaboration. Goal 3: Improve NASA s I security posture Objectives: a. Become the single provider of I Security solutions within the ACES scope for all end-user systems across the Agency. b. Provide a standardized, coordinated, and rapid response to I security issues. c. Implement consistent I security on services. d. Secure systems in a manner that enables NASA s mission.

9 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) SUBJEC: for the Establishment of the Agency Consolidated End-User Services (ACES) Contract Page 8 of 38 Goal 4: Improve the management of NASA s I infrastructure Objectives: a. Provide a consolidated interface for end-user services in support of NASA I Governance. b. Operate and maintain the NASA enterprise end-user services for all users. c. Align service delivery with Information echnology Infrastructure Library (IIL) Version 3.0. d. Improve support for federal initiatives (e.g., greening and cloud computing). Goal 5: Enable a mechanism for transformation of NASA s end-user services in support of emerging mission requirements Objectives: a. Enable infusion of new technologies across the Agency through partnership between the Government and the Contractor. b. Assist end users with the adoption of new technologies that enable NASA s mission while minimizing adverse impacts. c. Infuse new technology while maintaining cost efficiencies. d. Facilitate the Agency s end-user services transformation through the application of government and industry best practices. 3.0 Communication Strategy he communication strategy for the establishment of the NSSC End-User Services Contract will be integrated with an Agency-wide effort to manage the changes resulting from new contracts to provide I services to NASA. Communications will be produced in conjunction with Agency I working groups, such as OSC2 and EUSAB, to ensure the clarity and consistency of messages, to promote effective distribution to target-specific audiences, and to meet Center-specific needs.

10 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 9 of 38 SUBJEC: for the Establishment of the ACES Contract he End-User Services website will initially serve stakeholders working on I 3 P implementation. While the link to the ACES page will be accessible to the public, the website will only be advertised to those stakeholders working to implement services during the planning stage. At this stage, the site will include up-to-date news/status, resources, transition schedules, messages, and contact information. As transition draws near, the audience for the site will grow to include all ACES end users. At post transition, the site will become part of the End-User Services Website. Existing Agency Web resources will be leveraged to ensure the ACES website reaches the end users. Employees will be encouraged to bookmark the site as a resource for use during transition and post transition. Other popular Agency employee sites (related and unrelated to I services) will be used to deliver the message of change and advertise the project website Uniform Resource Locator (URL). Group briefings, F2F meetings, conference calls, and workshops will be held as needed with key stakeholders to communicate updates, report status changes, and process changes; develop goals, share challenges, and agree upon solutions. When appropriate, the NSSC will develop presentations, brochures, and other written materials to inform and educate Center I help desks (and other stakeholders) of planned processes and ACES services as well as the timeline with which those services transition. Social Networking and Web 2.0 tools, including witter, will be leveraged through the ACES site to ensure stakeholders are alerted of project status and key developments. Additional multimedia, such as brochures, posters, and news articles, will be developed to reach end user populations. In addition to covering key messages, these print materials will direct end users to websites and electronic media to ensure up-to-date communications reach target audiences. As transition dates approach, Agency messages will be composed and sent from the End-User Services Office to end users prior to transitions. hese messages should increase awareness of the transition, educate stakeholders on the impact of the change, and provide resources to ease the transition. Additional communications mediums such as I alk and Center newsletter articles will also be utilized. he ACES will coordinate communication efforts with and through the I 3 P, ES, and ACES websites. See

11 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) SUBJEC: for the Establishment of the Agency Consolidated End-User Services (ACES) Contract Page 10 of Key End-User Services Messages ransitional 1 A new contract for end-user services will be rolled out in he ES will provide ier-0 self-service for self-help and service ordering and ier-1 call support for a variety of I services. Stakeholders and end users must understand the scope of ACES and the impact it will have on how they receive ACES ier-2/3 service. 3 Print Managers message: B 4 OCOR s Messages: B actical 5 ransition of I support services will occur in waves based on service type and employee location. his schedule dictates numerous transitions and numerous "Go-Live" dates. etails on how and when end users will be affected will be provided as I 3 P contracts are awarded. 6 Numerous NASA teams/stakeholders will coordinate communication efforts to ensure employees know where to turn for services. 7 etails of processes/procedures/system functionality will be communicated to relevant support organizations. etails will be communicated as part of the preparation for Center readiness. 8 Status updates must be communicated to stakeholders on a frequent basis. Stakeholders must also provide reviews of ACES and I 3 P communications to ensure best practices are utilized and related functions are not adversely affected by ACES transitions. Personal 9 For ACES updates, stakeholders should visit 10 ier-2 I 3 P providers should be aware of interface specifications provided by the End-User Service. 11 Office; CILs, service interfacing managers, with ES/ESRS transition managers, is a requirement and ACES of the SMEs I3P contracts. must understand their roles and responsibilities in facilitating communication. 12 Numerous reports from Remedy ashboard and Analytics will be available to appropriate ACES Stakeholders. 13 Organizational POCs need to understand the ACES services in detail in order to be able to order services through the ESRS.

12 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page11 of 38 SUBJEC: for the Establishment of the ACES Contract he Contract will be performed at the ACES Performance Sites listed below. Additional performance sites may be identified throughout Contract execution. 5.0 End-User Services Locations Ames Research Center (ARC) ryden Flight Research Center (FRC) ryden Aircraft Operations Facility (AOF) Glenn Research Center (GRC) Main Campus GRC Plumbrook Facility Goddard Space Flight Center (GSFC) Main Campus GSFC Wallops Flight Facility (WFF) GSFC White Sands Complex (WSC) GSFC Independent Verification and Validation Facility (IV&V) GSFC Goddard Institute for Space Studies (GISS) Headquarters Main Campus (HQ) HQ NASA Management Office Jet Propulsion Laboratory (JPL) (MF seats and VS seats only) Johnson Space Center (JSC) Main Campus JSC White Sands est Facility (WSF) JSC El Paso Forward Operating Location JSC White Sands Space Harbor Kennedy Space Center (KSC) Main Campus KSC Vandenberg Air Force Base (VAFB) KSC ransoceanic Abort Landing (AL) Sites Langley Research Center (LaRC) Marshall Space Flight Center (MSFC) Main Campus MSFC Michoud Assembly Facility (MAF) MSFC National Space Science & echnology Center (NSSC) NASA Shared Services Center (NSSC) Stennis Space Center (SSC)

13 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 12 of 36 SUBJEC: for the Establishment of the ACES Contract 6.0 Communication Outreach Outreach and training programs will follow a REAY, SE, GO theme shown in Figure 1. he Ready communications outreach and training activities will be the first engagement at the Center executive levels as well as the End-Users level. his is targeted to start at the Centers within a wave. he Set activities will occur shortly after the successful completion of the Critical esign Review (CR) at each Center and will be repeated to ensure full participation by end users that could be scheduled near the end of the wave deployment schedule. he Go communications, training, and outreach activities will be carried out starting before the pilot seat deployment and continue to reach individuals and communities through the average 10-week deployment period of a wave.

14 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 13 of 36 SUBJEC: for the Establishment of the ACES Contract 7.0 Center Phase-In Schedule Center Phase-In Start ate Implementation ate Wave 1 5/1/ /1/2011 ryden Flight Research Center (FRC) Goddard Space Flight Center (GSFC) Kennedy Space Center (KSC) NASA Headquarters (HQ) Enterprise-wide support (e.g., NOMA) Wave 2 7/1/2011 1/3/2012 Marshall Space Flight Center (MSFC) NASA Shared Services Center (NSSC) / Stennis Space Center (SSC) Glenn Research Center (GRC) Jet Propulsion Laboratory (JPL) (MF seat & VS seat only) Wave 3 9/1/2011 3/1/2012 Johnson Space Center (JSC) Langley Research Center (LaRC) Ames Research Center (ARC)

15 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 14 of 36 SUBJEC: for the Establishment of the ACES Contract HP ES will communicate with customers using the information residing in the CRM information database and End-User Services contract, technical and procedures data. HP ES will be proactive to ensure NASA is fully informed prior to any change to the I environment. Methods of communication include: Introduction to End-User Services own Halls and Road Shows Bi-Annual echnology forum expos NASA I Summit: August 15 17, San Francisco Portal/Webpage Videos/Webcasts/Podcasts End-User Services Service Excellence ashboard and distributions lists (site-specific, network-specific, user class-specific) End-User Services outreach briefings and meetings Customer feedback surveys (FAQs) Social media (witter, blogs, Spacebook) Online customer service request, online customer training, online customer documentation including user guides, online catalog offerings, Hardcopy information and documentation when required. 8.0 raining raining Plan Objective he overall objective in implementing the raining Plan is to provide end users with familiarization training for End-User Services-provided/supported hardware and software products and services. Approach Familiarization training is defined as training that acquaints the average-skilled end user with the features, capabilities, configuration (OEM-configured or as Contractor-configured, as applicable), and optional components of the product or service. his training will be provided to end users who receive their first End-User Services seat/system for all hardware and software included with the ordered End-User Services seat/service and to existing end users for major upgrades to hardware and software.

16 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 15 of 36 SUBJEC: for the Establishment of the ACES Contract HP ES will offer a range of additional training courses covering the breadth of End-User Services-provided/supported products and services in the End-User Services APC. raining facilities for both the familiarization and additional training types will be offered in a location convenient to individuals supported by End-User Services. End-User ocumentation HP ES will provide end-user documentation, including online help, tutorials, Portable ocument Format (PF) documents, printed manuals, commercially available products (e.g., Microsoft Office user guide) as available from the vendor. he APC End-User guide and hard copy documentation for commercial products and End-User Services will be available for purchase through the APC.

17 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) SUBJEC: for the Establishment of the Agency Consolidated End-User Services (ACES) Contract Page 16 of raining Courses Examples of consistent End-User training: MS Office 2007 MS Office 2010 Windows 7 End-User Services Website raining End-User Services APC Capabilities How to order seat service for End-User Services APC Managing your time effectively Navigating Communication in the Workplace Navigating Global and Virtual eams Navigating Social Networks Navigating Virtual Rooms Environmental Health Safety & Security Policies for Contingent SAISO I Security Awareness EN-USER SERVICES Portal raining IIL vs. 3 introduction IIL vs. 3 curriculum Mgrs IIL vs. 3 Overview (100 free hours) IIL vs. 3 Operational Support ata iscovery-basics- echnical

18 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) SUBJEC: for the Establishment of the Agency Consolidated End-User Services (ACES) Contract Page 17 of actics escription Purpose / Key Message Audience Media PowerPoint Briefing ocuments Executive Briefing End-User Services standardized and consolidated infrastructure will provide end-to-end visibility, improving security, reducing cost, and enabling collaboration. NASA CIO, Center CIO, HP End-User Services Leaders F2F; PP ech Leader Briefing Comprehensive assessment Seamless transition R&R or functional org Non-disruptive to End-User Center CIO, Mission CIO, Ctr ech Mgr, COR F2F; PP End-User Presentation Work from anywhere using customizable computers in a reliable, secure and collaborative environment. Refresh timing Available products and services Set expectations during transition/phase-in End Users F2F; video web cast Formal invitation Reminder Communication Inform End-Users of location, date, time, End Users with LINK to web page Repeat date/time/loc End Users Post event survey Gather town hall feedback; analyze survey results to incorporate improvements for future road shows End Users

19 escription Purpose / Key Message Audience Media Posters Host own Hall meeting to share scheduled rollout and cutover EN-USER SERVICES program information with our clients and staff of other I3P and NASA contractors End Users Online Web page announcement Page providing schedule for each location, communication via and space Poster book link FAQs Use the communities as a forum for sharing data related to center-specific or Agency-related updates. he collaboration on projects and identifying how project requirements will affect the End-Users is key to level-setting expectations End Users and I 3 P Community Online Lunch and Learn Sessions Lunch and Learn sessions to provide information on EN-USER SERVICES Seats and Services for the NASA End- Users. Executive program meeting Provide status of all areas of focus Lunch and learn sessions o provide information on End-User Services Seats and Services NASA and HP leaders F2F Promote End-User Services. Assist End-Users with obtaining End-User Services through the service ordering procedures. Conduct forums/focus groups at each center Proactively inquire about the needs of End-Users, inform, promote, engender enthusiasm, and instruct in End-User Services Identify current and anticipate future needs of End-Users. End Users F2F; PP Promote End-User Services echnology Innovation Sessions o share the End-User Services Product Roadmap with other I3P contractors Center CIO, Mission CIO, Ctr ech Mgr, COR F2F; PP

20 EN-User Services newsletter Publish a periodic online End-User Services newsletter (including archives), containing Agency-level and Center-level End-User Services news and information. Center CIO, Mission CIO, Ctr ech Mgr, COR Online CRM Information atabase Learn more about End-Users (and, through extension, customers ) needs and behaviors, develop trusting relationships with them, and ensure that they are effectively served End-Users and I 3 P Community Online Conduct EN-USER SERVICES expositions/open houses at all Centers o promote End-User Services, End-User Services offerings, and the latest technology available in the industry. isseminate information about and educate End-Users on End-User Services and service offerings. End-Users and I 3 P Community F2F; PP Regular CRM and outreach meetings End-User Services project status and progress reports. End-User Services -provided software update/upgrade rollout status, schedules, testing opportunities, and training opportunities. Center CIO, Mission CIO, Ctr ech Mgr F2F; PP Reminders about lead time required to prepare for seasonal events involving End- User Services (e.g., arrival of summer interns and upcoming End-User Services seat refresh cycles). I security tips and reminders pertinent to End-User Services Identification of key End-User Services personnel and contact information. Upcoming End-User Services -related events. utorials on End-User Services processes and procedures. Platform-specific systems information. New or less-widely-known or -understood technology offerings and service options.

21 Website Provide the End-User community with online access to information. Including, but not limited to, the following: End-User Services CRM and outreach meeting presentation materials and resulting questions and answers (both recent and archived). Center CIO, Mission CIO, Ctr ech Mgr Online escriptions and definitions of all End- User Services seat types, services, and Service Options (including Standard Load, with versions, for each applicable Operating System). Information about End-User Services training opportunities and mechanism(s) to sign up for training. Refresh schedule, by Center, for the current year of the Contract. Refresh process overview. System specifications for currently deployed equipment. A mechanism to report lost or stolen End- User Services -provided property. Other information and tools necessary to conduct CRM and outreach.

22 11.0 Stakeholder Analysis Stakeholder Identification Categorization Roles /Responsibilities End User Services Project eam End User Service Executive (HQ-J000); End User Service Office Manager (NSSC- X030); NSSC Chief Information Officer (NSSC- X030) Manage closely Provide input to ACES Communications; provide approval for communications as needed End User Services Communications Customer Satisfaction & Communication Lead (NSSC- XB000) Manage closely evelop a Service area Communications plan based on OCIO Communications plan; perform stakeholder analysis to identify type and level of communication needed per stakeholder; interface with Center Communication POCs (the OSC2 representative) to identify and enable Center specific communications and messaging; provide ongoing communication status updates; interface with contractor/project team to identify communication needs OCIO Senior Management NASA CIO (HQ-JA000); Management & Program Manager (HQ-JA000); I Specialist (HQ-JF000); eputy CIO NASA (HQ-JA000); Associate Chief Information Officer Enterprise Services & Integration (HQ-JF000); Associate CIO Capital Planning & Governance (HQ-JG000); eputy CIO for I Security(HQ JC000) : Associate CIO echnology & Innovation (HQ- JH000) Keep satisfied Provide policy decisions and guidance/feedback regarding communication content, methodology, timing, etc. (if appropriate) SIM I3P Integration Manager (JSC- Keep satisfied Assist with communication development IS111) SMC NASA CIO (HQ-JA000) Keep satisfied Receive messages and provide feedback MSC NASA CIO (HQ-JA000); Executive-irector Keep satisfied Receive messages and provide feedback (NSSC- XA000) IMB NASA CIO(HQ-JA000); Manage closely Governance of Project; Receive messages and provide feedback Center CIOs/XOs (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) Manage closely Assist with development of Center-specific messages through CILs

23 IPBM IPMB Chair(JSC-IA111); Mission irectorate Representative (HQ-J000); Center Representative (ARC- NR); Mission irectorate Representative (HQ-CI000); IMB Representative (MSFC- IS01); Center Representative (LARC); Office of Chief Engineer (OCE) (HQ-KG00) Keep satisfied Keep informed; provide policy guidance regarding communication content, methodology, timing, etc. (if appropriate) ES&I irector and eputy NASA Associate Chief Information Officer Enterprise Services & Integration ivision Chief (HQ-JF000); echnology Systems Integrator (HQ-JA000) Executive-irector (NSSC- XA000); irector, Business & Administration; (NSSC-XB000); eputy irector, Service elivery (NSSC-X000) Keep satisfied Assist in development of communication key messages NSSC Senior Leadership Manage closely Provide policy guidance regarding communication content, methodology, timing, etc. (if appropriate) All SEs (Communication, End User, Web, ata Center, ES, Enterprise Apps) Service Executive (NICS)(HQ- J000); Service Executive (ACES) (HQ-J000); Service Executive (NEC)(HQ-J000); Service Executive (NEC)(HQ- J000); I3P Integration Manager (JSC-IS111) ACES; eputy irector, OCIO (IEMP) (MSFC-IS01); Service Executive Enterprise Applications; (HQ- J000) Manage closely Assist with development of communications and key messages; ensure consistency across all I 3 P communication; provide approval for service specific communications where needed; provide input to Service Office Communications team OCIO Strategic Communications OCIO PMO (HQ-JF000) Keep informed evelop I 3 P Communications plan; Execute communications across service contracts; Provide communications and messaging for OCIO and PMO; Provide guidance and input to Service Communications teams plans and messaging; Stand up status meeting; Assist with editing and design of communications materials. (HQ-JG000); (HQ-JG000) [INYNE INC] Manage closely Receive messages and provide feedback Service Offices ransition Managers: (GSFC- 7020); WES; (MSFC-IS60); EAS; (MSFC-IS40); NICS; (NSSC-X030); ACES Manage closely Assist in the creation of I3P specific key messages Center Subject Matter Experts (SMEs) (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) Keep satisfied Assist in the distribution of messages to Centers; edit messages to meet Center- specific needs; assist in the promotion of ACES communication through the sharing of brochures, posters, Web links (and other communications) with Center personnel.

24 Effective ate: April 25, 2011 Expiration ate: April 25, 2013 Responsible Office: End-User Services Office (X030 and XB000) Page 23 of 38 SUBJEC: for the Establishment of the ACES Contract Center Subject Matter Experts (SMEs) Center Service Element echnical Experts CILs I Security ivision staff EA (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) echnology & Innovation I Specialist (HQ-J000) Keep satisfied Keep satisfied Manage closely Assist in the distribution of messages to Centers; edit messages to meet Centerspecific needs; assist in the promotion of ACES communication through the sharing of brochures, posters, Web links (and other communications) with Center personnel. Coordinate communications schedule in concert with the Communications POC; Identify a Communications POC (OSC2 member); Provide input for messaging and communications (general and center specific); Serve as interface to Center CIO to obtain communication and messaging feedback; Provide guidance/input to Service communications plan development as required Assist in the distribution/development of messages to Center personnel; Edit standard messages to meet Center-specific needs; Assist in the promotion of ACES communication through the sharing of brochures, posters, Web links (and other communications) with Center personnel. Keep informed Receive messages concerning ACES and ensure security compliance Keep informed Receive messages and provide feedback

25 OSC2 OIN eam I3P ier-2/3 Providers ACES echnical Review Board NSSC Risk Owners Work Group (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) eputy Program Manager(OIN) (NSSC- X030); Contracting Officer (NSSC- X040); Assistant Contracting Officer (NSSC- X043); End User Services Office Manager (NSSC-X030) ACES B; EAS SAIC; WES, NEC & NICS - B EUSAB Other NASA Stakeholders End Users (preestablishment) End Users (posttransition) elivery Order Contracting Officer echnical Representatives (OCORs). O. CORS NASA Print Manager, Officers, Copy Managers, Other Important Contacts eputy irector Service elivery (NSSC-X000); irector, Business & Administration Office (NSSC- XB0000; Institutional Services eam Lead (NSSC- XB000) All NASA and Contractor Personnel All NASA and Contractor Personnel eputy Program Manager (OIN) (NSSC-X030); End-User Services Office Manager (NSSC-X030) (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) Keep informed Provide communications input and support for developing and disseminating the right messages to correct audience at each respective Center; Provide guidance/input to Service communications plan development as required; Coordinate center specific communications material distribution as needed; Responsible for executing a communications schedule for their Center Keep informed Provide knowledge articles and appropriate work-load estimates Manage closely Manage closely Keep satisfied Receive messages concerning interface requirements for ACES & ES/ESRS; provide knowledge articles on schedule Receive messages and provide feedback Utilize communication efforts as part of risk management Keep informed Receive messages concerning ACES functionality, processes, procedures, and schedule; participate in baseline surveys Keep informed Receive messages concerning functionality, processes and procedures; participate in customer satisfaction surveys Manage closely Manage closely Receive messages concerning ACES functionality, processes, procedures, and schedule. Receive messages concerning ACES functionality, processes, procedures, and schedule.

26 ES PAO ES Service Office Manager (NSSC-X030); ES Project Manager (NSSC- XB000); ES Communications Lead (NSSC- XB000) (ARC; FRC; GRC; GSFC; HQ; JPL;JSC; KSC; LaRC; MSFC; NSSC; SSC) Keep informed Keep informed Receive messages concerning ACES functionality, processes, procedures, and schedule. Assist in the distribution of Center-wide and Agency-wide messages Center Budget and Resources Personnel I3P Business Office (NSSC- XB000) Keep satisfied etermine the budget impact for each Center, communicate that impact with Center stakeholders, and provide appropriate utilization estimates Service Integration Management (SIM) I3P Integration Manager (JSC- IS111) Keep satisfied Follow IIL, Provide guidance with processes, including Kaizen events Unions Helpdesk Stakeholder NSSC Other Center Help esks Human Resources Policy & Programs (HQ-LE050); Labor / Management Relations (HQ- LE050) Keep satisfied Receive messages and provide feedback Identification Categorization Roles and Responsibilities Enterprise Service Center Manager (NSSC- X000); Enterprise Service esk Supervisor (NSSC- X000) HQ Operations Help Line; HQ Information echnology Support Services Contract (HISS); HQ Printing and esign Services; ES Call Center Keep informed Keep informed Understand the schedule and scope of ACES and help ensure end users are transferred/redirected appropriately; Share the scope of ACES so callers to the ES can be transferred/redirected appropriately Understand the schedule and scope of ACES and help ensure end users are transferred or redirected appropriately; Share the scope of ACES so callers to the ES can be transferred/redirected appropriately Items will be published on the ACES Web site. For updates, please see:

27 Appendix A arget Audiences/Audience-Specific Communications Matrix for ACES Owner: oug LeMere irect Contact Electronic Media Group Briefing Face -to- Face Meeting Confere nce Call Road Show s Workshops ACES W website Blog OCIO W e b Article Stakeholders OCIO Stakeholder Groups OCIO Senior Management As Needed Feb-11 2/2011, B Jan-11 B Process Integration Management As Needed As Needed Feb-11 2/2011, B Jan-11 B Office SMC As Needed As Needed Feb-11 2/2011, B Jan-11 B MSC As Needed As Needed Feb-11 2/2011, B Jan-11 B IMB As Needed Feb-11 2/2011, B Jan-11 B Center CIOs/Xos As Needed Feb-11 2/2011, B Jan-11 B IPMB Feb-11 2/2011, B Jan-11 B A&I irector and eputy W eekly Feb-11 2/2011, B Jan-11 B NSSC Senior Leadership Monthly Feb-11 2/2011, B Jan-11 B All SEs (Comms, End-User, W eb, ata center, Enterprise As needed Feb-11 2/2011, B Jan-11 B Apps) OCIO Strat Comms W eekly Feb-11 2/2011, B Jan-11 B OCIO PMO Feb-11 2/2011, B Jan-11 B CSC As needed Feb-11 2/2011, B Jan-11 B Service Offices As needed As needed As Needed Feb-11 2/2011, B Jan-11 B Center Subject Matter Experts As needed As needed Biweekly Feb-11 2/2011, B Jan-11 B Center Service Element echnical Feb-11 2/2011, B Jan-11 B Experts CILs Monthly Feb-11 2/2011, B Jan-11 B I Security ivision Staff Feb-11 2/2011, B Jan-11 B EA Feb-11 2/2011, B Jan-11 B OSC2 Bimonthly Feb-11 2/2011, B Jan-11 B OIN eam Feb-11 2/2011, B Jan-11 B I3P ier 2 Providers As needed Feb-11 2/2011, B Jan-11 B ES echnical Review Board As needed Feb-11 2/2011, B Jan-11 B NSSC Risk Owners Work Group As needed Feb-11 2/2011, B Jan-11 B Othe r NASA Stakeholders As needed 2/2011, B Jan-11 End-Users (pre-transition) W eekly As Needed Feb-11 2/2011, B Jan-11 B End-Users (post-transition) As needed Feb-11 2/2011, B Jan-11 B Acceptance esters As needed Feb-11 2/2011, B Jan-11 B PAO As needed Feb-11 2/2011, B Jan-11 B Center Budget and Resources As needed Feb-11 2/2011, B Jan-11 B Personnel Union Feb-11 2/2011, B Jan-11 B Help desk Stakeholders 2/2011, B Jan-11 NEACC Feb-11 2/2011, B Jan-11 B OIN Feb-11 2/2011, B Jan-11 B NISC As needed Feb-11 2/2011, B Jan-11 B NSSC As needed As needed As needed As needed Feb-11 2/2011, B Jan-11 B days Other Center Help esks out Feb-11 2/2011, B Jan-11 B FAQs Ce nter Websites Ce nter/agency E-ma ils B B B B B B B B B B B OSC 2/Ce nter Co mm s B B B B B B B B B B B

28 Appendix A arget Audiences/Audience-Specific Communications Matrix (continued) for ACES Owner: oug LeMere Media Other Stakeholders OCIO Stakeholder Groups OCIO Senior Management Process Integration Management Office SMC MSC IMB Center CIOs/XOs IPBM A&I irector and eputy NSSC Senior Leadership All SEs (Comms, End-User, Web, ata Center, Enterprise Apps) OCIO Strat Comms OCIO PMO CSC Service Offices Center Subject Matter Experts Center Service Element echnical Experts CILs I Security ivision staff EA OSC2 OIN eam I3P ier 2 Providers ES echnical Review Board NSSC Risk Owners Work Group Other NASA Stakeholders End Users (pre-transition) End Users (post-transition) Acceptance esters PAO Center Budget and Resources Personnel Unions Helpdesk Stakeholders NEACC OIN NISC NSSC Other Center Help esks Webc asts B B B B B B B B B B B B NASA Inc. B B Poster Surveys New sletter Center Articles rain ing Mater ials 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B Monthly beginning 2/2011 2/2011 & B 2/2011 & B B 2/2011 & B Monthly beginning 2/2011 2/2011 & B B Monthly beginning 2/2011 2/2011 & B 2/2011 & B 2/2011 & B Monthly beginning 2/2011 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B Monthly beginning 2/2011 2/2011 & B 2/2011 & B 2/2011 & B Monthly beginning 2/2011 2/2011 & B 2/2011 & B 2/2011 & B B 2/2011 & B 2/2011 & B 2/2011 & B B 3/15/2011 2/2011 & B B 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B B 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B 2/2011 & B B NSSC Contact Center Announcement B B

29 Appendix B Communications imeline ue ate Vehicle Status Person Responsible ec 12/16/ /29/2010 End-User Services Office RAF - FAQs for CIO and web site Complete Complete oug LeMere/ arryl Smith / John Sprague / OCS2 oug LeMere, OSC2 oug LeMere/ Mike 12/27/2010 ACES Press Release Complete Sweigart 12/30/2010 Federal News Radio - Interview Complete Mike Sweigart/oug LeMere /2011 First I alk Article Complete oug LeMere / John Sprague 1/28/2011 Briefing to CILs Complete oug LeMere / John Sprague First CIO Web Article / I alk 1/31/2011 Article Complete oug LeMere 2/10/2011 FAQ s to I3P web site Complete oug LeMere/OSC2 2/28/2011 ACES webpage at NSSC Complete oug LeMere ACES Page Accessible via Center 5/1/2011 Web sites Under review oug LeMere/ arryl Smith 6/1/2011 First Center Articles Planning oug LeMere/ Chris Canary 5/15/2011 Poster esign Under re-design oug LeMere & OSC2 6/1/2010 First NSSC Communicator Article Planning oug LeMere I3P End-User Services Road oug LeMere/arryl 6/2011 Planning Show Smith/John Sprague / OSC2 Center Specific s to End B Users Planning oug LeMere, CILs, OSC2 oug LeMere / Eldora B OCIO Web Articles Planning Valentine B Question/Suggestion Box Planning oug LeMere NSSC Contact Center Menu B Message Planning oug LeMere B End User raining Materials Planning oug LeMere

30 Appendix C - Communications escriptions End User Communication ACES Web site Agency/Center s witter Blog escription Objective Audience Web site located at that will include project schedule and descriptions of ACES services; the site will link to the ESRS and will be the repository for all ACES information, resource material, and training material. he site will be managed by the NSSC and coordinated with the I3P team. Center personnel, including OSC2 members, CILs, and transition managers, will work to ensure the link is available on appropriate Center websites. s that communicate ACES services and Center-specific schedule; the NSSC will provide key messages that transition managers/cils may tailor to Center-specific needs. OCIO Strategic Communications and OCIO will assist in the crafting of the messages and the timing of the distribution. witter account that will be used to update project status and transition waves. Journal entries that share different user experiences will be linked to web site; the entries will focus on frequently asked questions or common concerns; the blog may feature various authors from the points of view of different stakeholders. Educate end users on when, why, and how they should contact the ES; make educational material readily available to customers Communicate Center-specific timelines, events, and details Reinforce important dates and contact information Reinforce processes and procedures Manage closely, keep satisfied, keep informed Manage closely, keep satisfied, keep informed Manage closely, keep satisfied, keep informed Manage closely, keep satisfied

31 Appendix C (continued) End User Communication FAQs Center Web sites Webcasts ACES Messages from Service Office Communication or I3P Office OSC2 Center Communications Brochure Posters escription Objective Audience ynamic FAQs that can be rated on a 5-star scale; Customer feedback can be provided. Links and short blurbs concerning ACES (crafted by the NSSC team) will increase awareness of change and help to distribute resources to end users; ransition managers, CILs, and OSC2 will be leveraged to ensure ACES messages are posted. Audio casts will provide schedule and project status. Agency-wide messages will announce high-level messages; hese are messages that should be consistent for every end user. OSC2 will be provided key messages that can be sculpted to meet Center needs and included in appropriate Center communications. ri-fold that outlines ACES services and directs end users to resources to find schedules. Poster that outlines ACES services and directs end users to resources to find schedules. Provide IER-0 service to answer customer concerns and questions. Increase awareness of schedules and resources. Increase awareness of schedules and resources. escribe processes and procedures; schedule. escribe processes and procedures; and Center schedule. escribe services and schedule location. escribe services and schedule location. OCIO Web Articles Articles hosted on the CIO web Update the CIOs of project site and produced in I talk. status and upcoming events. raining Materials B IF NEEE each end users to contact ES; teach I3P ier 2 providers to interface with ES for ACES. Manage closely, keep satisfied, keep informed Manage closely, keep satisfied, keep informed Manage closely, keep satisfied Manage closely, keep satisfied, keep informed Keep informed Keep informed Keep informed Keep informed Keep informed

32 Appendix C (continued) End User Communication Center Articles (for example NSSCommunic a- tor) escription Objective Audience Articles in Center newsletters; the NSSC composes and distributes to POCs at the Centers for publication. Update project status. Keep informed Newsletter newsletter designed to communicate key messages to a small set of stakeholders including CILs, Service ransition Managers and SMEs. Announce events, invite participation, and update project status. Manag e closely Contact Center Announcements Audio messages on Call Center menus that direct customers to the appropriate Call Center. escribe services and schedule. Keep informed Surveys Online baseline and customer satisfaction surveys sent by the NSSC. Measure customer satisfaction before and after the opening of the ACES. Keep informe d Online Question/Sugge sti on box Mailbox that receives end users questions and suggestions; responses will be shared on the ES/ACES project page. Answer customer questions. Keep informed

33 Appendix Acronyms Acronym ACES CCC CR CIL CONOPS OCOR EA EAS ES&I ES ESRS EUSAB F2F FA I3P IMS I IIL IMB IPMB MF MSC NAMS NEACC NEC NICS NISC NPR NSSC escription Agency Consolidated End-User Services Customer Contact Center Critical esign Review Center Integration Lead Concept of Operations elivery Order Contracting Officer echnical Representative Enterprise Architecture Enterprise Applications Services echnologies Enterprise Service & Integration Enterprise Service esk Enterprise Service Request System End-User Services Advisory Board Face-to-face Formulation Authorization ocument Information echnology Infrastructure Integration Program Incident Management System Information echnology Information echnology Infrastructure Library Information echnology Management Board Information echnology Project Management Board Multi-Functional evice Mission Support Council NASA Account Management System NASA Enterprise Applications Competency Center NASA Enterprise ata Center NASA Integrated Communication Services NASA Integrated Systems Center NASA Procedural Requirement NASA Shared Services Center

34 Appendix Acronyms (continued) Acronym CIO OIN ORR OSC2 PAO PR PIM PMO POC PP SCR SE SIM SLA SMC SME SRR B RR URL WES XO escription Office of the Chief Information Officer Outsourcing esktop Initiative for NASA Operational Readiness Review OCIO Strategic Communications Committee Public Affairs Office Preliminary esign Review Process Integration Management Project Management Office Point of Contact Microsoft PowerPoint Systems Concept Review Service Executive Service Integration Management Service Level Agreement Strategic Management Council Subject Matter Expert Systems Requirements Review o Be etermined est Readiness Review Uniform Resource Locator Web Enterprises Services and echnology Executive Office