NASA looks for a new desktop outsourcing metric

NASA looks for a new desktop outsourcing metric

Four and a half years into desktop outsourcing, NASA has become adept at keeping tabs on contractor performance. Now the agency wants to find a way to measure how well its Outsourcing Desktop Initiative for NASA supports the agency's mission, CIO Lee Holcomb said.

'The bigger question is, how are we doing with the business of the agency?' Holcomb told a breakfast meeting today of the Armed Forces Communications and Electronics Association Bethesda, Md., chapter. He said that if a new mission-related metric can be identified, NASA would consider modifying the contract to emphasize it.

NASA's 11 regional centers have outsourced their desktop computing resources to three ODIN contractors'ACS Corp. of Rockville, Md., Lockheed Martin's OAO Corp. and Science Applications International Inc. of San Diego. Users can have Apple Macintosh, Microsoft Windows or Linux machines.

Currently, Holcomb said, the contractors are measured monthly against metrics for cost, availability of service, customer satisfaction and delivery of what he termed a 'bag of services.' The bag includes how fast downed seats are restored, whether tech refreshes and software pushes meet schedules and how quickly new or relocated seats are installed.

Holcomb said that on average, the vendors meet their bag-of-service metrics 98 percent of the time. But in a given month, they miss one or more metrics at three of the 11 centers.

Stay Connected

Sign up for our newsletter.

I agree to this site's Privacy Policy.