Common use of Continuous Service Improvement Initiatives Clause in Contracts

Continuous Service Improvement Initiatives. The emphasis on rigorously establishing standards and requirements and then aligning these standards and requirements with customer expectations while meeting or exceeding these requirements is particularly significant for shared services. The NSSC makes regular use of tools, such as Agile Scrum and Lean Six Sigma, to ensure our process and services are streamlined and efficient. Customer experience and the ability to adapt and change is paramount. To continue to improve in these areas, we have created a culture of continuous improvement. Our culture is built upon the ideas of those who understand the business the best, our employees, and also from the experiences and feedback from our NASA customers. We have an Innovation and Continuous Improvement Program that is extensively utilized by our employees via ideas and suggestions. All ideas are tracked and evaluated, and the customer experience gives life to our metrics. It matters, and we continuously work hard to ensure the customer experience always exceeds expectations. We hope you are noticing the improvements. In FY23, the NSSC has also initiated a “pain point sprint project” to enhance Personnel Action Request processing. Outcomes of this initiative include: (1) Decreased timelines associated with processing new hire actions which will decrease the time to hire; (2) Improved customer experience with real-time training for submitting each type of personnel action; and (3) Increased deliverable quality using automations and training.

Continuous Service Improvement Initiatives. The emphasis on rigorously establishing standards and requirements and then aligning these standards and requirements with customer expectations while meeting or exceeding these requirements is particularly significant for shared services. The NSSC makes regular use of tools, such as Agile Scrum and Lean Six Sigma, to ensure our process and services are streamlined and efficient. Customer experience and the ability to adapt and change is paramount. To continue to improve in these areas, areas we have created a culture of continuous improvement. Our culture is built upon the ideas of those who understand the business the best, our employees, and also from the experiences and feedback from our NASA customers. We have an Innovation and Continuous Improvement Program that is extensively utilized by our employees via ideas and suggestions. All ideas are tracked and evaluated, evaluated and the customer experience gives life to our metrics. It matters, and we continuously work hard to ensure the customer experience always exceeds expectations. One example: in FY21, NSSC fine-tuned our recently modernized survey program and web presence. We hope you are noticing the improvements. In FY23, the NSSC has also initiated a “pain point sprint project” to enhance Personnel Action Request processing. Outcomes of this initiative include: (1) Decreased timelines associated with processing new hire actions which will decrease the time to hire; (2) Improved customer experience with real-time training for submitting each type of personnel action; and (3) Increased deliverable quality using automations and training.