Customer Service PlanThis customer service plan represents a few of the activities leveraged by NASA to engage the public. NASA is committed to sharing its mission with the public, educators, students, scientists, small business and other stakeholders, as well as to develop opportunities to foster innovation and contribute to a strong national economy.The National Aeronautics and Space Administration (NASA) has a long tradition of enabling professionals, interested amateurs, educators, students, and the general public to actively participate in its missions of research and development, science, discovery, and human exploration. The goal of such public engagement is to provide opportunities for active involvement of individuals in the experience of, as contributors to, and collaborators in, NASA’s research, science, and discovery activities. These opportunities deepen the public’s understanding, appreciation, and ownership in NASA Mission. In turn, these opportunities tap into the nation’s creativity and capabilities. The spectrum of activities ranges from passive receipt of routine information, to citizens using their computers to help collect satellite data for programs, to direct hands-‐on activities such as students building and operating experiments and/or flight hardware, to citizen scientists collaborating on interpretation of data and discoveries. The Agency is uniquely positioned to introduce a broader community to the benefits of aeronautics and space research and development. The emergence of new communication technologies, computer and mobile applications, high definition imagery, social media, and an emphasis on greater transparency in government activities provides NASA a new environment for increasing engagement opportunities. In Executive Order (EO) 13571, issued on April 27, 2011, the President stated that, "with advances in technology and service delivery systems in other sectors, the public's expectations of the Government have continued to rise," and that the Government "must keep pace with and even exceed those expectations." In addition, the President made clear that the Government "must also address the need to improve its services, not only to individuals, but also to private and Governmental entities to which the agency directly provides significant services."National Aeronautics and Space AdministrationNASA_c906b3d9-ae37-499a-b098-c1cb53412da3_29e311aa-9217-11e1-8707-0d95ef884fdd_29e31326-9217-11e1-8707-0d95ef884fddEMERGING TECHNOLOGIESPOSITION NASA TELEVISION FOR NEW EMERGING TECHNOLOGIES_29e31420-9217-11e1-8707-0d95ef884fddSIGNATURE INITIATIVENASA Office of CommunicationsOffice of Communications, NASA HeadquartersNASA Mission Support ManagersKey Customer Groups: NASA mission support managers, NASA employees, the general public, news media, cable outlets, satellite service providers, and education and other institutions of learning.NASA EmployeesThe General PublicNews MediaCable OutletsSatellite Service ProvidersEducation InstitutionsOther Institutions of LearningOverview: NASA Television (TV) is comprised of four publicly available digital channels (three standard digital, one high definition) that provide real-‐time coverage of the agency’s human space flight programs, science and aeronautic missions, agency news conferences, and special events. NASA TV provides daily news feeds for national and international news-‐gathering organizations of mission activities that include launch coverage, interviews with subject matter experts, and images of space and Earth taken from the International Space Station and by NASA robotic missions across the solar system. The agency is working to eliminate the traditional “stovepipes” of media. Instead of print news releases, websites, video presentations, and TV, NASA takes the approach that it is all digital content and accessible across all media platforms supported by the agency. However, NASA recognizes that transition may take years to accomplish and is working behind-‐the-‐scenes to ensure new technologies adopted by the agency are not proprietary to any one medium. The concept is to make all media accessible across all platforms, from traditional cable and television systems to contemporary wireless mobile computing networks. Positioning NASA TV for new emerging technologies will have a significant impact on public transparency and the customer experience. Distribution of news feeds, education programming, and other mission-‐ related information provides insights into Agency activities. Increasing the awareness and reach of NASA TV will bring Agency news conferences, science discoveries, and internal news and information programs to a wider audience. Challenges: Continuing mission support in the wake of the space shuttle’s retirement and providing public access to agency information and content. Moreover, the satellite distribution system known as NASA TV is not TV in the traditional sense. It is made up of encrypted satellite signals that are part of the infrastructure owned and operated by the Human Exploration and Operations Mission Directorate. Significant content is managed by the Office of Communications, which also operates production facilities across the agency. Background: The original analog satellite transmission system known as NASA TV was established in 1981 as part of the space shuttle program and was launched with STS-‐1 in 1981. As the Apollo program came to a close, the national TV networks dissolved a "pool" system they created to share live video of launch coverage and other mission-‐related events. For the Apollo-‐ Soyuz Test Project in 1975, NASA rented the technical equipment necessary to provide and distribute video of launch and other mission related activities. The agency made the decision to build TV capability as part of the new space shuttle program for both critical in-flight mission support and for public distribution. The primary purpose of the NASA TV system is to provide mission support to the International Space Station and other agency missions. However, after the Challenger accident in 1986, the Office of Communications was provided access to the system in order to distribute news feeds, education programming, and other mission-‐related information. The foundation of NASA TV’s programming philosophy is based on the 1958 National Aeronautics and Space Act to "provide for the widest practicable and appropriate dissemination of information…" of agency and related programs, events and discoveries. NASA Headquarters and its various field centers and other facilities maintain and operate a TV production infrastructure. These systems are most often used for news conferences, science discoveries and internal news and information programs. Funding for these facilities are inadequate to create the capability for the kind of post-‐production services required to create an agency owned and operated TV channel as envisioned by many across the agency and in Congress. In 2005, the single analog transponder was upgraded to contemporary digital transmission standards to create four satellite signals (SDTV). In 2010, the Office of Communications directed the creation of a fifth satellite signal to distribute NASA content and information in high-‐ definition (HDTV). In 2008, NASA TV launched a channel on the popular video Internet site You Tube. Since then, the channel often ranks in the top 50 of all channels on the site and during mission activities it is often ranked #1. To date, video material posted on this channel has been viewed more by more than 31 million people. Also, in 2009, NASA TV was honored with two Emmy Awards from the Academy of Television Arts and Sciences for its innovative use of technology. One was the Governor’s Award for Lifetime Achievement and the other was the prestigious Philo T. Farnsworth Award for outstanding achievement in engineering development. Key Milestones and Timeline: Numerous activities are planned in FY 2012 to position NASA TV for new emerging technologies. They include the following: * Issue announcements and media advisories that increase awareness of NASA TV programming. Feedback mechanisms are also included. * Work with cable TV outlets that carry NASA TV to make agency content/programs part of their on-demand line up. * Transition all NASA TV channels to HDTV. * Use the NASA TV satellite infrastructure to enhance and improve internal communications for the agency through interactive programs featuring participation by NASA senior leadership and program and project managers. * Directly engage the NASA Advisory Committee and its new Public Outreach and Education subcommittee on ways to improve distribution and dissemination of NASA content to internal and external audiences. * Revise requirements for the Satellite Service Contract for distribution of NASA TV Channels, which will reduce the agency’s cost for distributing NASA TV content. Additional activities planned beyond FY 2012. They include: * Monitor and assess industry developments in order to develop and implement emerging 3D technology, and establish a transition from HDTV to 3D in the FY 2013/2014 timeframe to more effectively communicate the agency’s technical and science discoveries, and its mission developments. Also, migration to 3D allows NASA to keep pace with contemporary private and commercial industry standards. * Move NASA TV to a different satellite and transponder to increase the signal “footprint” to cover Hawaii and Alaska and reduce costs associated with the legacy space shuttle program satellite system.FeedbackIncrease Feedback from Customers_29e31510-9217-11e1-8707-0d95ef884fddSI 1Activities to Increase Feedback from CustomersYouTubeProduce and disseminate Public Service Announcements and other multimedia materials that increase customer awareness of NASA TV’s YouTube Channel where viewers can watch NASA TV content on-demand and provide feedback on individual videos._29e31646-9217-11e1-8707-0d95ef884fddSI 1 Activity 1This will be on-going during FY 2012. • Activity 2: Produce and disseminate Air Public Service Announcements and other multimedia materials that informa the public about Social Media such as Facebook and Twitter, where viewers can provide feedback on NASA TV programs. This will be on-‐ going during FY 2012. • Activity 3: Issue Media Advisories and produce on-‐air announcements to alert media, Cable Outlets and Satellite Service providers to changes in delivery of NASA TV Channels and provide them with points of contact for sharing feedback. This is an on-going effort.Facebook and TwitterProduce and disseminate Air Public Service Announcements and other multimedia materials that informa the public about Social Media such as Facebook and Twitter, where viewers can provide feedback on NASA TV programs._29e31772-9217-11e1-8707-0d95ef884fddSI 1 Activity 2This will be on-‐ going during FY 2012.NASA TVIssue Media Advisories and produce on-‐air announcements to alert media, Cable Outlets and Satellite Service providers to changes in delivery of NASA TV Channels and provide them with points of contact for sharing feedback._29e318b2-9217-11e1-8707-0d95ef884fddSI 1 Activity 3This is an on-going effort.Best PracticesAdopt Best Practices for Improving Customer Experience_29e319fc-9217-11e1-8707-0d95ef884fddSI 2Activities to Adopt Best Practices for Improving Customer ExperienceOn Demand Cable AccessDuring FY 2012, work with cable TV outlets that carry NASA TV to make agency content/programs part of their on-demand line up._29e31b50-9217-11e1-8707-0d95ef884fddSI 2 Activity 1HDTVTransition all NASA TV channels to HDTV in FY 2012._29e31cae-9217-11e1-8707-0d95ef884fddSI 2 Activity 2Metrics and StandardsSet, Communicate, and Use Customer Service Metrics and Standards_29e31e0c-9217-11e1-8707-0d95ef884fddSI 3Activities to Set, Communicate, and Use Customer Service Metrics and StandardsInternal CommunicationsUse the NASA TV satellite infrastructure to enhance and improve internal communications for the agency through interactive programs featuring participation by NASA senior leadership and program and project managers._29e31f6a-9217-11e1-8707-0d95ef884fddSI 3 Activity 1NASA Senior LeadershipNASA Program ManagersNASA Project Managers3D TechnologyMonitor and assess industry developments in order to develop and implement emerging 3D technology, and establish a transition from HDTV to 3D in the FY 2013/2014 timeframe._29e320dc-9217-11e1-8707-0d95ef884fddSI 3 Activity 2Content DisseminationDirectly engage the NASA Advisory Committee and its new Public Outreach and Education subcommittee on ways to improve distribution and dissemination of NASA content to internal and external audiences._29e3224e-9217-11e1-8707-0d95ef884fddSI 3 Activity 3Internal AudiencesExternal AudiencesStreamliningStreamline Agency Processes to Reduce Costs and Accelerate Delivery_29e323ca-9217-11e1-8707-0d95ef884fddSI 4Activities to Streamline Agency Processes to Reduce Costs and Accelerate DeliverySatellite Service ContractRevised requirements for the Satellite Service Contract for distribution of NASA TV Channels._29e32550-9217-11e1-8707-0d95ef884fddSI 4 Activity 1A major change calls for the contractor to provide hardware (such as satellite dishes) for uplink and downlink capability at NASA centers, maintain the infrastructure associated with the distribution of the NASA TV feeds, and to provide satellite uplink trucks when requested. These changes go into effect at the beginning of FY 2012 and will reduce the agency’s cost for distributing NASA TV content.Satellite and TransponderMove NASA TV to a different satellite and transponder._29e326e0-9217-11e1-8707-0d95ef884fddSI 4 Activity 2With the retirement of the space shuttle program, the agency has the opportunity to make this change. NASA TV will become available to more viewers because the signal “footprint” will now cover Hawaii and Alaska. This change goes into effect in the first quarter of FY 2012.Social Media and Public EngagementExpanding NASA’s Social Media Leadership and Public Engagement_29e328a2-9217-11e1-8707-0d95ef884fddSERVICE #1NASA Office of CommunicationsOffice of Communications, NASA HeadquartersThe PublicKey Customer Groups: The key customer group is the public, specifically American taxpayers. Social media allow NASA to reach diverse customer groups: educators and students; scientists, engineers and academics; professionals; and people of all types.American TaxpayersEducatorsStudentsScientistsEngineersAcademics ProfessionalsPeople of All TypesOverview: NASA uses social media tools to help the agency fulfill the National Aeronautics and Space Act Sec. 203. (a) "The Administration, in order to carry out the purpose of this Act, shall— (3) provide for the widest practicable and appropriate dissemination of information concerning its activities and the results thereof." Social media allow NASA to share information about the nation's space program and engage with a broader audience. Challenges: The key challenges NASA faces are identifying appropriate personnel and fiscal resources to engage fully with a deeply interested public and navigate the bureaucratic barriers that make it difficult to be nimble and responsive to evolving technologies and services. Background: NASA is a recognized leader in the use of social media. Since the agency got involved with these online communities in November 2008, NASA has expanded its social media presence and influence on such sites as Twitter, Facebook, You Tube, and Flickr. The @NASA Twitter account grew from 500,000 followers in 2010 to nearly 1.5 million in 2011. The effectiveness of NASA’s leadership in this area was reflected in the agency’s #1 rating in the L2 Digital IQ index for the Public Sector, scoring higher when measured against more than 100 other public and private organizations. In June 2011, NASA served as a consultant when the White House kicked off its first Tweetup. In executing its event, the White House used the NASA-‐developed procedures as its model. The agency also expanded the execution of NASA Tweetups, which provide @NASA followers with the opportunity to go behind-‐the-‐scenes at agency facilities and events, and speak with scientists, engineers, astronauts, and managers. For the final two launches of the space shuttle, STS-‐134 and STS-‐135, more than 6,000 individuals applied for 300 tickets to watch the launch. People representing all 50 states and more than 12 countries attended. The events also attracted industry leaders and celebrities from across the country. Along with the traditional news coverage of NASA activities, the agency’s involvement in Twitter and other social media efforts resulted in more than 1,800 media reports in 2011, helping to solidify NASA’s position as a leader in new media. The agency has conducted a total of 26 Tweetups since the concept was adopted in July 2009.FeedbackIncrease Feedback from Customers_29e32a46-9217-11e1-8707-0d95ef884fddS 1.1Activities to Increase Feedback from Customers: The more social networks the agency can use to engage, the greater opportunity to reach the widest possible audience and increase feedback. NASA has established more than 200 social media accounts on Twitter, Facebook, Flickr, YouTube, and UStream and led the government in creating partnerships with Foursquare, Gowalla and SlideShare to deliver content even more widely. A full list is available at http://www.nasa.gov/connect.Social Network ExpansionExpand to more social networks._29e32c08-9217-11e1-8707-0d95ef884fddS 1.1 Activity 1NASA plans to continue to expand to more social networks as they become viable options for reaching large audiences. The team keeps track of new opportunities and how the agency can engage on them. The agency plans to expand to Google within FY 2012.In-Person Social Media GatheringsContinue NASA's leadership of in-person social media gatherings_29e32e38-9217-11e1-8707-0d95ef884fddS 1.1 Activity 2Continue NASA's leadership of in-person social media gatherings through NASA Tweetups and similar activities that provide the agency's social media followers the opportunity to get a behind-‐the-‐scenes look and provide feedback. NASA already has six such events planned during early FY 2012.Best PracticesAdopt Best Practices for Improving Customer_29e33018-9217-11e1-8707-0d95ef884fddS 1.2Activities to Adopt Best Practices for Improving Customer Experience: The 2010 L2 Digital IQ Index for the Public Sector study of the effectiveness of more than 100 organizations' websites, digital outreach, social media use and mobile sites ranked NASA number one by a wide margin. NASA astronaut Doug Wheelock has been recognized with a Shorty Award for his use of social media to connect and engage during his six months living aboard the International Space Station. The agency is honored to be recognized as a leader in best practices for use of social media.TrainingContinue to train NASA communications team members in the best practices and uses of various social media tools._29e331ee-9217-11e1-8707-0d95ef884fddS 1.2 Activity 1NASA Communications Team MembersNASA will continue to train its communications team members in the best practices and uses of various social media tools so they can provide accurate and timely information and responses online.Social Media StrategiesConduct regular meetings of social media users across the agency to discuss strategies to address emerging social media tools and implementation._29e333d8-9217-11e1-8707-0d95ef884fddS 1.2 Activity 2NASA HeadquartersNASA Social Media UsersNASA Headquarters has established regular meetings of social media users across the agency to discuss strategies to address emerging social media tools and implementation.Metrics and StandardsSet, Communicate, and Use Customer Service Metrics and Standards._29e335cc-9217-11e1-8707-0d95ef884fddS 1.3Activities to Set, Communicate, and Use Customer Service Metrics and Standards: The agency uses as many free services to deliver customer service metrics as possible; however, with more resources, the agency could provide a streamlined collection and delivery of key metrics.ReportsMake available to each NASA official responsible for the agency's Twitter and Facebook pages reports about their volume of comments and replies, the response times of the team members, and overall response rate._29e337ca-9217-11e1-8707-0d95ef884fddS 1.3 Activity 1NASA Office of CommunicationsNASA Social Media Team MembersThe Office of Communications will make available to each NASA official responsible for the agency's Twitter and Facebook pages reports about their volume of comments and replies, the response times of the team members, and overall response rate.MeetingsConduct regular meetings with all social media leads to review and address concerns that arise._29e339d2-9217-11e1-8707-0d95ef884fddS 1.3 Activity 2NASA Office of CommunicationsNASA Social Media LeadsThe Office of Communications has set regular meetings with all social media leads to review and address concerns that arise.StreamliningStreamline Agency Processes to Reduce Costs and Accelerate Delivery._29e33bda-9217-11e1-8707-0d95ef884fddS 1.4Activities to Streamline Agency Processes to Reduce Costs and Accelerate Delivery: Using social media allows the agency to streamline delivery of its news and public information in a low-cost, quick process.FAQMaintain a set of standard responses to frequently asked questions._29e33e00-9217-11e1-8707-0d95ef884fddS 1.4 Activity 1NASA has begun a set of standard responses to frequently asked questions on its primary Twitter account, @NASA, which has 1.4 million followers and receives more than 30,000 mentions a month and 3,000 @replies each month. Standard responses will allow the agency to respond to more of the questions and do so in a consistent manner.Content RepurposingRepurpose content for multiple social media platforms._29e3401c-9217-11e1-8707-0d95ef884fddS 1.4 Activity 2Repurposing content for multiple social media platforms allows NASA to reduce costs and accelerate delivery. The agency is using a tool that allows it to post simultaneously to Twitter and Facebook while altering the text slightly for the different audiences each represents. The agency has begun implementing the tool for all of NASA's more than 150 Twitter and Facebook accounts.INTERNET PRESENCEMAINTAINING AND EXPANDING NASA’S AWARD-WINNING INTERNET PRESENCE_29e3424c-9217-11e1-8707-0d95ef884fddSERVICE #2NASA Office of CommunicationsOffice of Communications, NASA HeadquartersGeneral PublicKey Customer Groups: General public, K-12 students and teachers, news media.K-12 StudentsK-12 TeachersNews MediaOverview: www.NASA.gov is NASA's primary website. In addition to more than 10,000 web pages with information on agency programs, it offers visitors images, videos, interactive features, and live streaming of three NASA Television channels. It is supported by a core editorial group of six at NASA Headquarters and editors from around the agency’s 10 field centers. Challenges: The main challenges www.NASA.gov faces are expanding and maintaining existing services at a time of declining resources and agency web governance issues. Funding for the primary content group has been reduced by almost 80% in FY 2012, forcing some creative solutions to meet the growing demands for space-‐related content. Background: www.NASA.gov is the agency's primary address on the World Wide Web. Traffic has grown steadily from 1995, averaging more than 100 million visits a year during the last four years. Visitors have given the site some of the highest customer-‐satisfaction ratings in the government. NASA's overall rating of 83 for 2011 is not only the highest NASA has ever received, it's much higher than the overall ratings for federal web sites (74) and all web sites (71), but it's only a step behind such well-‐known commercial sites as Google and Amazon, which have generally been in the mid-‐80s. It is easy to conclude from the survey, which is a federal government standard, that it measures agency popularity. However, that is not the case. The survey measures the user experience on the website, measuring such items as design layout, navigation, and other activities that are not directly connected to the popularity of NASA and its content of science discoveries and space imagery. For the past three years, the agency’s primary website has been recognized with the industry’s highest honor, a Webby Award. Webby Awards are presented annually by The International Academy of Digital Arts and Sciences for excellence on the Internet with categories in websites, interactive advertising, online film and video, and mobile. Two winners are selected in each category, one by members of The International Academy of Digital Arts and Sciences, and one by the public who cast their votes during Webby People’s Voice voting. NASA.gov received top honors in the People’s Voice voting in 2009, 2010, and 2011. The website also won the award in 2003. NASA's online reach goes beyond its website. Since 2004, visitors have watched more than 50 million streams of NASA TV. The 2011 launch of STS-‐135 drew 560,000 webcast viewers alone. NASA has taken advantage of social media to become one of the most-‐followed and influential organizations on Twitter (1.4 million followers) and Facebook (578,000 "likes"). Like a growing portion of the Internet audience, NASA.gov is going mobile. There is a version of the site optimized for mobile devices, and NASA developers have released a dozen NASA-‐ related apps for smartphones and tablets. Users of those devices now make up 10 to 20 percent of the audience for major events on NASA TV. NASA has been able to do this while finding creative ways to save the taxpayers' money. Under a Space Act Agreement, Yahoo! webcast NASA TV at no cost from 2005 through the end of the space shuttle program. If NASA was forced to purchase the bandwidth NASA used under the agreement, it would have cost the agency nearly $12 million. The agency is in the process of securing another agreement to support the delivery of agency content online and to mobile devices as the new exploration initiatives move forward.FeedbackIncrease Feedback from Customers._29e3447c-9217-11e1-8707-0d95ef884fddS 2.1Activities to Increase Feedback from CustomersUsability TestingConduct usability testing to guide the redesign of NASA's website._29e346de-9217-11e1-8707-0d95ef884fddS 2.1 Activity 1The NASA.gov web team will conduct at least one focus group and one round of usability testing to guide the redesign of the site, planned for the second half of FY 2012. This testing provides first-‐person insight to new technologies, functionality, and navigation.Customer-Satisfaction Survey ResultsIncorporate the results from the ongoing Foresee customer-satisfaction survey results to continue improvement of the user experience._29e34940-9217-11e1-8707-0d95ef884fddS 2.1 Activity 2NASA.gov Web TeamBest PracticesAdopt Best Practices for Improving Customer Experience_29e34bfc-9217-11e1-8707-0d95ef884fddS 2.2Activities to Adopt Best Practices for Improving Customer ExperienceFederal Web Managers' Council Best PracticesConduct usability testing in accordance with the Federal Web Managers' Council Best Practices ._29e34e72-9217-11e1-8707-0d95ef884fddS 2.2 Activity 1Federal Web Managers' CouncilThe usability testing outlined under "Increase Feedback from Customers" will be conducted in accordance with the Federal Web Managers' Council Best Practices (http://www.howto.gov/web-‐content/requirements-‐and-‐best-‐ practices/checklists/long#usability-‐and-‐design) to identify users' top tasks and ensure the redesigned web site continues to allow users to fulfill them.BenchmarkingMonitor, assess, and adopt best practices from both federal government and commercial websites._29e350e8-9217-11e1-8707-0d95ef884fddS 2.2 Activity 2Periodic and ongoing external benchmarking activities provide valuable insight to successful trends and pitfalls in the ever-‐evolving online community.Metrics and StandardsSet, Communicate, and Use Customer Service Metrics and Standards._29e35368-9217-11e1-8707-0d95ef884fddS 2.3Activities to Set, Communicate, and Use Customer Service Metrics and StandardsMetric InformationRegularly post metric information._29e3564c-9217-11e1-8707-0d95ef884fddS 2.3 Activity 1NASA Office of CommunicationsThe Office of Communications will regularly post metric information for the public to see in its "Behind the Page" blog on http://blogs.nasa.gov.Emerging Metrics TechnologiesWork to identify other emerging technologies that aid in measuring effective Internet, mobile, and other online-related systems._29e358f4-9217-11e1-8707-0d95ef884fddS 2.3 Activity 2Public Communications ToolsUse the entire suite of NASA’s public communications tools to share the findings and solicit input regarding future development of NASA.gov and other online initiatives._29e35ba6-9217-11e1-8707-0d95ef884fddS 2.3 Activity 3The agency is committed to engaging the public through collecting comments on agency news and interactive features, monitoring and answering comments shared with NASA through its social media activities, and ongoing research projects (as resources allow).StreamliningStreamline Agency Processes to Reduce Costs and Accelerate Delivery._29e35e6c-9217-11e1-8707-0d95ef884fddS 2.4Activities to Streamline Agency Processes to Reduce Costs and Accelerate DeliveryContent Management SystemTransition from the current content management system (CMS) to one more easily used across the agency._29e36132-9217-11e1-8707-0d95ef884fddS 2.4 Activity 1NASA Office of CommunicationsNASA Office of the Chief Information OfficerThe Office of Communications will work with the Office of the Chief Information Officer to transition from the current content management system (CMS) to one more easily used across the agency, reducing the need for and cost of independent web sites.Request for Entrepreneurial Offers (REO)Issue a Request for Entrepreneurial Offers (REO) to identify opportunities for commercial entities to augment delivery of NASA web services_29e363e4-9217-11e1-8707-0d95ef884fddS 2.4 Activity 2NASA Office of CommunicationsEntrepreneursThe Office of Communications will issue a Request for Entrepreneurial Offers (REO) to identify opportunities for commercial entities to augment delivery of NASA web services, including NASA.gov web content, NASA video, and live NASA television.Small Business OpportunitiesIMPROVING SMALL BUSINESS OPPORTUNITIES_29e366aa-9217-11e1-8707-0d95ef884fddSERVICE #4NASA Office of Small Business ProgramsSmall BusinessesU.S. Small BusinessesKey Customer Groups:
Our key customer groups are the NASA acquisition professionals and
the U.S. small businesses as defined
by the North American Industry Classification Systems (NAICS) size standards.
In addition, NASA is required to give special consideration to
Small Disadvantaged Businesses (SDB),
Woman Owned Small Businesses (WOSB),
Historically Underutilized
Business Zones (HUBZone),
Veteran (VOSB)
and Service Disabled Veteran
Owned Small Businesses (SDVOSB).NASA Acquisition ProfessionalsNorth American Industry Classification Systems (NAICS)Small Disadvantaged Businesses (SDB)Woman Owned Small Businesses (WOSB)Historically Underutilized Business Zones (HUBZone)Veteran Owned Small Businesses (VOSB)Service Disabled Veteran Owned Small Businesses (SDVOSB)Overview:
The
NASA
Office
of
Small
Business
Programs
(OSBP)
mission
is
to
ensure
maximum
practicable
opportunities
for
small
businesses
to
be
awarded
NASA
contracts.
To
accomplish
this
mission,
OSBP
provides
training
to
the
NASA
workforce
on
small
business
practices,
reviews
all
NASA
requirements
for
possible
set-‐aside
to
small
business,
provides
outreach
to
small
businesses
to
educate
them
on
the
federal
procurement
system
and
NASA
requirements,
and
provides
challenging
small
business
subcontracting
goals
on
all
large
prime
contracts.
Challenges:
The
Congress
of
the
United
States
has
set
a
goal
of
23%
of
federal
procurement
dollars
be
awarded
to
small
businesses.
In
addition,
it
has
set
goals
for
SDB
(5%),
WOSB
(5%),
HUBZone
(3%),
and
SDVOSB
(3%).
The
nature
of
the
supplies
and
services
NASA
requires,
such
as
a
space
launch
system,
satellites,
and
research
and
development,
limits
our
ability
to
contract
with
small
business
and
as
such
make
these
goals
unachievable.FeedbackIncrease
Feedback
from
Customers._29e369ca-9217-11e1-8707-0d95ef884fddS 4.1Activities
to
Increase
Feedback
from
CustomersVendor Data BaseUpgrade NASA's Vendor Data Base (NVDB)
to communicate with our
vendors._c103f2ac-921c-11e1-8aee-b94eef884fddS 4.1 Activity 1NASA VendorsNASA OSBPNASA
OSBP
has
developed
a
NASA
Vendor
Data
Base
(NVDB)
to
communicate
with
our
vendors.
The
next
upgrade
in
FY
2012
will
enhance
the
email
capabilities.
NVDB
is
used
in
market
research,
distribution
of
quarterly
newsletters,
and
announcement
of
outreach
events.
Our
customers
are
able
to
load
company
specific
data
into
the
database
via
Central
Contractor
Registry,
as
well
as
upload
capability
briefs
for
use
by
all
NASA
employees.
NVDB
will
be
measured
via
the
NVDB
metrics
report.Outreach EventsHost
a
series
of
outreach
events
to
focus
on
small
business
subcategories._c1040058-921c-11e1-8aee-b94eef884fddS 4.1 Activity 2Small Business SubcategoriesNASA CentersJohnson Space CenterMarshall Space Flight CenterGlenn Research CenterNASA Acquisition CommunityService Disabled Veteran Owned Small BusinessesHistorically Underutilized Business ZonesWoman Owned Small BusinessesAs
a
result
of
the
NASA
Small
Business
Improvement
Plan
(SBIP),
NASA
Centers
will
host
a
series
of
outreach
events
to
focus
on
small
business
subcategories.
The
NASA
Centers
selected
are
those
having
difficulty
in
meeting
their
small
business
goals.
In
FY
2012,
Johnson
Space
Center
will
hold
a
Service
Disabled
Veteran
Owned
Small
Business
event,
Marshall
Space
Flight
Center
will
hold
a
Woman
Owned
Small
Business
Event,
and
the
Glenn
Research
Center
will
hold
a
Historically
Underutilized
Business
Zone
event.
During
these
events
our
customers
will
be
able
to
provide
feedback
to
the
NASA
Acquisition
Community
on
their
ability
and
skills,
while
NASA
will
emphasize
upcoming
requirements.
Center
improvement
will
be
measured
on
the
monthly
metrics
report.Best PracticesAdopt
Best
Practices
for
Improving
Customer
Experience._c1040468-921c-11e1-8aee-b94eef884fddS 4.2OMB MAX WebsitePost small business best practices on the OMB MAX website._c1040648-921c-11e1-8aee-b94eef884fddS 4.2 Activity 1All Federal AgenciesOMB MAX WebsiteNASA CentersNASA OSBPNASA
OSBP
collects
the
small
business
best
practices
for
each
of
the
ten
NASA
Centers
and
posts
them
on
the
OMB
MAX
website
for
use
by
all
federal
agencies.
The
best
practices
will
not
only
be
available
to
NASA,
but
all
federal
agencies.Small Business Specialist Council MeetingsHold three
Small Business Specialist Council meetings
in
FY
2012._c10407f6-921c-11e1-8aee-b94eef884fddS 4.2 Activity 2NASA OSBPSmall Business Specialist CouncilNASA
OSBP
will
hold
three
Small
Business
Specialist
Council
meetings
in
FY
2012.
At
these
council
meeting
representatives
from
all
NASA
Centers
will
present
best
practices,
hold
discussions,
and
improve
common
processes.
OSBP
will
set
up
metrics
and
track
best
practices
that
are
adopted
by
each
Center.Metrics and StandardsSet,
Communicate,
and
Use
Customer
Service
Metrics
and
Standards_c1040a94-921c-11e1-8aee-b94eef884fddS 4.3Small Business DashboardDeploy a Small Business Dashboard._c1040c42-921c-11e1-8aee-b94eef884fddS 4.3 Activity 1NASA OSBPNASA Acquisition CommunityNASA
OSBP
will
deploy
in
FY
2012
a
Small
Business
Dashboard
that
will
increase
the
transparency
of
NASA
procurement
and
allow
the
acquisition
community
to
have
real-time
access
to
the
small
business
goal
performance,
drill
down
into
award
data,
and
access
to
other
performance
metrics.
Transparency
will
allow
for
better
review
and
correction
of
contract
award
data.
NASA
will
track
benefits
in
the
annual
discrepancy
report.NASA Baseline Performance ReviewLeverage the NASA Baseline Performance Review (BPR) to include,
in FY 2012, senior level presentations on small business metrics._c1040ddc-921c-11e1-8aee-b94eef884fddS 4.3 Activity 2NASA Center Directors NASA Deputy DirectorsThese presentations by Center Directors or Deputy Directors will focus
on reporting monthly center metrics to include actual performance,
goals, trend analysis, forthcoming obstacles, top three procurements,
implementation of SBIP initiatives, and an ad hoc question. Sharing
this information with NASA senior management will improve the acquisition
process, which will be
measured
in
the
monthly
metrics
reports.StreamliningStreamline
Agency
Processes
to
Reduce
Costs
and
Accelerate
Delivery_c1040fd0-921c-11e1-8aee-b94eef884fddS 4.4Policy UpdateUpdate
NASA
Policy
Directive
5000.2C,
“Uniform
Methodology
for
Determination
of
Small
Business
Subcontracting
Goals.”_c1041174-921c-11e1-8aee-b94eef884fddS 4.4 Activity 1Small Business AdministrationLarge Prime ContractorsNASA
is
updating
NASA
Policy
Directive
5000.2C,
“Uniform
Methodology
for
Determination
of
Small
Business
Subcontracting
Goals.”
The
updated
version
will
streamline
the
process
for
determining
and
setting
small
business
subcontracting
goals
on
acquisitions
over
$50
million,
thereby
providing
more
subcontracting
opportunities
to
our
customers.
The
Small
Business
Administration
will
be
setting
the
NASA
subcontracting
goals
for
FY
2012-‐13
and
NASA
OSBP
will
track
performance
via
Subcontracting
Summary
Reports
filed
bi-‐annually
by
large
prime
contractors.Small Business Technical Coordinator (SBTC) ProgramInstitute
the
Small
Business
Technical
Coordinator
(SBTC)
Program._c104132c-921c-11e1-8aee-b94eef884fddS 4.4 Activity 2NASA CentersNASA
Centers
are
instituting
the
Small
Business
Technical
Coordinator
(SBTC)
Program
in
FY
2012.
Each
Center
program
office
or
technical
director
will
submit
the
name
of
a
point
of
contact
who
will
act
as
the
SBTC.
The
SBTC
will
receive
a
four-‐hour
training
class
in
small
business
and
then
provide
first-‐hand
technical
expertise
to
small
businesses
in
order
to
identify
appropriate
avenues
to
market
their
products
and
ideas
with
the
Center.
In
addition,
the
SBTC
will
aid
in
outreach
events,
counseling
sessions,
and
acquisitions
forecasting.
NASA
OSBP
will
solicit
customer
feedback
once
the
program
is
up
and
running.Small Business Improvement Planning (SBIP)Streamline
the
Small
Business
Improvement
Planning
(SBIP)
process._c1041548-921c-11e1-8aee-b94eef884fddS 4.4 Activity 3NASA OSBPNASA
OSBP
has
streamlined
the
Small
Business
Improvement
Planning
(SBIP)
process.
The
annual
meeting
will
now
take
place
every
two
years
to
reduce
travel
and
event
hosting
costs.
In
addition,
the
SBIP
initiatives
will
have
more
time
for implementation
and
monitoring.
Each
initiative
has
set
objectives
and
measurement
plans.2011-10-202012-04-29http://www.nasa.gov/pdf/598263main_NASA Customer Service Plan.pdfOwenAmburOwen.Ambur@verizon.net