Common use of Continuous Service Improvement Initiatives Clause in Contracts

Continuous Service Improvement Initiatives. The emphasis on rigorously establishing and then aligning towards customer expectations while meeting or exceeding requirements is particularly significant for shared services. The NSSC makes use of tools, such as Agile Scrum and Lean Six Sigma, to ensure our process and services are streamlined and efficient. Customer experience and the ability to adapt and change is paramount. To continue to improve in these areas we have created a culture of continuous improvement. Our culture is built upon the ideas of those who understand the business the best, our employees, and also from the experiences and feedback of our NASA customers. We have an Innovation and Continuous Improvement program and our employees are always quick to make suggestions. Ideas are tracked and evaluated. The customer experience gives life to our metrics. It matters, and we are working hard to ensure the customer experience exceeds expectations. In FY21, NSSC fine-tuned our recently modernized survey program and web presence. We hope you are noticing the improvements. In FY22, the NSSC has taken on an a “pain point sprint project” initiative to take ownership of the Grants and Cooperative Agreements end-to-end processing in partnership with the Science Mission Directorate (SMD). Outcomes of this initiative include: (1) greater transparency for our stakeholders (in particular; SMD), (2) improved performance tracking, (3) improved data accuracy, and (4) overall management and

Continuous Service Improvement Initiatives. The emphasis on rigorously establishing and then aligning towards customer expectations while meeting or exceeding requirements is particularly significant for shared services. The NSSC makes use of tools, such as Agile Scrum and Lean Six Sigma, to ensure our process and services are streamlined and efficient. Customer experience and the ability to adapt and change is paramount. To continue to improve in these areas we have created a culture of continuous improvement. Our culture is built upon the ideas of those who understand the business the best, our employees, and also from the experiences and feedback of our NASA customers. We have an Innovation and Continuous Improvement program and our employees are always quick to make suggestions. Ideas are tracked and evaluated. The customer experience gives life to our metrics. It matters, and we are working hard to ensure the customer experience exceeds expectations. In FY21, NSSC fine-tuned our recently modernized survey program and web presence. We hope you are noticing the improvements. In FY22, the NSSC has taken on an a “pain point sprint project” initiative to take ownership of the Grants and Cooperative Agreements end-to-end processing in partnership with the Science Mission Directorate (SMD)Directorate. Outcomes of this initiative include: : (1) greater transparency for our stakeholders (in particular; SMD), (2) improved performance tracking, (3) improved data accuracy, and (4) overall management andand facilitation of the end-to-end grants management process.