Attachment I-03 (PRS).pdf

NTSS

Attachment I-3 (Draft)

Performance Requirements Summary (PRS)

Service Level Indicators (SLI) are indicative of overall NSSC performance and most have a component of SP performance and Civil Service performance. The SP will report on NSSC SLI performance in accordance with DRD 2.5-3 and as contained in the applicable NSSC Service Level Agreements. The SP shall support the development of remedial action plans where service standards fall below indicated SLIs and performance measures. The SLIs and performance measures listed in this attachment represent the Government's intent to verify and validate SP performance on a routine basis. For Award Term Option determinations, the SP will not be held accountable if the SP demonstrates not meeting a SLI or Performance Measure for reasons outside of its control that negatively impacted performance. No outstanding SLI or Performance Measure shall exceed 30 calendar days beyond the due date. Definitions of terms can be found in Attachment I-20.

PWS Section Performance Area Service Level Indicator or Performance Measure SLI (Y/N) Method of

Surveillance 2.0

2.17 Customer Satisfaction 90% Customer Satisfaction Rating

Y

Review of automated workload systems, data warehouse, survey responses and desk audits

3.1

3.1.1 Accounts Payable

Payments Process 98 % of payments on time.

Y Review of automated workload system, data warehouse and desk audits

3.1.1 Accounts Payable Invoice

Process

Process 99% of invoices on time. SP has a total of 7 business days to complete their required actions for Net30 invoices. This includes: 3 business days to route invoices for required actions, 3 business days to post invoices once Center actions are complete and 1 business day for CLIN validation and to create the payment proposal.

N

Review of automated workload systems, data warehouse and desk audits

3.1.1 Accounts Payable Interest

Payments

Pay no more than $200 in interest penalties per $1,000,000 in payments.

Y

Review of automated workload systems, data warehouse and desk audits

3.1.1 Accounts Payable 6.2

Invoice Escalation

Utilize the criteria of NASA’s Continuous Monitoring Program (CMP) 6.2 (Review and Validate Accounts Payable Aging 2100.1000) to identify monthly exceptions.

The NSSC will be red or green based on 90% of exceptions being escalated in accordance with the Agency procedures.

Exceptions identified as invoices pending Cost, SBIRs, Finals, supplemental documentation (SD) that require no IRIS actions, and Credit Memos are excluded from escalation.

N

Review of automated workload systems, data warehouse and desk audits

3.1.1 Accounts Payable 6.11

Invoice Escalation

Utilize the criteria of NASA’s Continuous Monitoring Program (CMP) 6.11 (Validate the status of parked open invoices) to identify monthly exceptions.

The NSSC will be red or green based on 90% of exceptions being escalated in accordance with the Agency procedures.

Exceptions identified as invoices pending Cost, SBIRs, Finals, supplemental documentation (SD) that require no IRIS actions, and Credit Memos are excluded from escalation.

N

Review of automated workload systems, data warehouse and desk audits

3.1.1 Working Capital Fund -

Advances

95% of advances with complete funds commitment documents shall be processed within four business days by NSSC AP. N

Review of automated workload systems, data warehouse and desk audits

3.1.1.2 Grants-Advance

reconciliation

98% of the advances shall be reconciled by the end of the month with the balance reconciled before the end of the following period. N

Review of automated workload systems, data warehouse and desk audits

3.1.2 Process Collections Post 98% of collections (direct and reimbursable) without error. N Review of automated workload systems, Surveillance data warehouse and desk audits

3.1.2 Execute Dunning Process Process delinquent demand (Dunning) letters with no more than 5 instances per month that are processed late or with errors.

N Review of automated workload systems, data warehouse and desk audits

3.1.2 Accounts Receivable

Billings

98 % of bills shall be created without error attributed to the NSSC. Y

Review of automated workload systems, data warehouse and desk audits

3.1.2 Accounts Receivable

Collections Process

Utilize Document Imaging to scan cash and check payments received, prepare chain of custody log and have ready for pickup by the NASA Collection Agent by 2:00 pm daily 98% of the time.

N

Review of automated workload systems, data warehouse and desk audits

3.1.2 Accounts Receivable

Debt Waiver Requests

SP has 10 business days of touch time to process Debt Waiver packages. This includes: Create Draft Debt Waiver Summary Template, obtain and upload supporting documentation to route to applicable functional area, upon receipt of completed debt waiver summary template from the functional area, combine Debt Waiver package, route to applicable functional area for review, route for approval/denial decision, and notify customer and Department of Interior of final decision.

N

Review of automated workload systems, data warehouse and desk audits

3.1.4 Fund Balance with

Treasury

Submit SF224 to Treasury according to established deadlines.

N

Review of automated workload systems, data warehouse and desk audits

3.1.4 Fund Balance with

Treasury Escalation

The SP shall ensure 90% of all FBwT differences are no less than 30 days old.

Note: SP has a total of 20 calendar days to resolve all outstanding differences. All differences greater than 6 business days old must be escalated by the SP. All differences that the SP is responsible for posting should be posted within 3 days once dependent actions are complete. All dependent actions (supporting documentation, funding, cost, etc.) shall be requested within 3 days of the receipt of the transaction.

Y

Review of automated workload systems, data warehouse and desk audits

3.1.4 Fund Balance with

Treasury Escalation

Utilize criteria of Continuous Monitoring Program Activity 2.a3 (Reconcile Fund Balance with Treasury (FBwT) Between SAP to Treasury) to identify cumulative exceptions. All FBWT differences shall be escalated within the month received but not longer than 6 business days from document reference date. Any difference greater than 6 business days old that has not been escalated will result in a red exception status. Additionally, exceptions would be excluded as a graded item if the transaction FBWT difference is a result from HHS for all ALCs, or State Department for JSC’s ALC.

N

Review of automated workload systems, data warehouse and desk audits

3.1.5.1 Domestic Travel

Disbursement Services

Validate and process 90% of domestic travel expense reports within 4 business days of receipt of complete expense report (including adequate funding).

Y

Review of automated workload systems, data warehouse and desk audits

3.1.5.2.1 Change of Station Travel

Payments (en route, miscellaneous expense, fixed temporary, house hunting)

Validate, process and place on a payment proposal 90% of en route, miscellaneous expense allowances, fixed temporary quarters, and house hunting vouchers within 6 business days of receipt of complete voucher (including adequate

Y

Review of automated workload systems, Surveillance funding).

Note: SP has 4 days to process, post and pay voucher.

3.1.5.2.1 Change of Station Travel

Payments (actual temporary quarters, real estate, constructive and all others)

Validate, process and place on a payment proposal 90% of actual temporary quarters vouchers, real estate vouchers, constructive vouchers, and all other vouchers within 15 business days of receipt of a complete voucher (including adequate funding)

Note: SP has 11 days to process, post and pay voucher. 4 days are allocated to the CS review and approval.

Y

Review of automated workload systems, data warehouse and desk audits

3.1.5.2.1 Change of Station Travel

Payments (Relocation Income Tax Allowance (RITA) and Extended TDY Tax Reimbursement Allowance (ETTRA))

Validate, process and place on a payment proposal 90% of RITA and ETTRA vouchers within 20 days of receipt of a complete voucher (including adequate funding).

Note: SP has 14 days to process, post and pay voucher. 6 days are allocated to the CS review and approval

Y

Review of automated workload systems, data warehouse and desk audits

3.1.5.3 Foreign Travel Payments Validate and process 90% of foreign travel expense reports within 5 business days of receipt of complete expense report (including adequate funding).

Y

Review of automated workload system, data warehouse and desk audits

3.1.5.4 Extended TDY (ETDY)

Travel Payments

Validate and process 90% of ETDY expense reports within 4 business days of receipt of a complete expense report (including adequate funding).

Y Review of automated workload systems, data warehouse and desk audits

3.1.5.6 ETDY Travel

Authorization Preparation

90% of ETDY Travel Authorizations shall be created and routed in the travel system within 4 business days from receipt of a complete travel request.

Y Review of automated workload systems, data warehouse and desk audits

3.1.5.6 ETDY Travel Voucher

Preparation

90% of ETDY Travel Vouchers shall be created and routed in the travel system within 3 business days from receipt of a complete travel request. Y

Review of automated workload systems, data warehouse and desk audits

3.1.5.6 ETDY Traveler Contact

Time

98% of ETDY Travelers shall be contacted within 2 business days of receipt of an NSSC ticket assignment when the NSSC is contacted by e-mail.

N Review of automated workload systems, data warehouse and desk

3.1.5.6 ETDY Counseling

Contact Time

ETDY Travelers requesting counseling shall be contacted within 2 business days from receipt of a NSSC Customer Contact Center (CCC) ticket. N

Review of automated workload systems, data warehouse and desk audits

3.1.8 PCS/TCS Relocation

Authorization Services

90% of approved Change of Station (COS) Travel Authorizations shall be delivered to the traveler within 25 business days from receipt of a complete and accurate Relocation Web Form from the Center.

Note: Relocation Contractor has 10 days, and SP has 10 days to receive relocation orders, complete authorization, estimate costs, create Electronic File Copy (EFC), and distribute approved orders.

5 days are allocated to the CS review, approval, and obligation.

Y

Review of automated workload systems, data warehouse and desk audits

3.1.12 NSSC Travel Processing 90% of NSSC Travel Authorizations will be entered into the system for approval within 4 business days from receipt of a complete and accurate travel request form.

N

Review of automated workload systems, data warehouse and desk audits

3.2

3.2.1.1 Drug Testing

Administration - Random and Voluntary Testing

95% of test results shall be available to the employee and Center no later than 2 business days after receiving the results from the Medical

N Review of automated

Surveillance Review Officer. desk audits

3.2.1.1 Drug Testing

Administration - Random and Voluntary Testing

95% of the employee test notifications shall be delivered to the appropriate Center Personnel no later than 2 business days prior to the scheduled random and voluntary testing.

N

Review of automated workload systems, data warehouse and desk audits

3.2.1.1 Drug Testing

Administration - Random and Voluntary Testing

95% of random, voluntary and deferral testing dates and locations shall be coordinated and scheduled with appropriate Center Personnel no later than 50 calendar days prior to the anticipated testing dates.

N

Review of automated workload systems, data warehouse and desk audits

3.2.1.1 Drug Testing

Administration - Reasonable Suspicion and Post- accident

98% of reasonable suspicion and post-accident/unsafe practice tests shall be scheduled within 2 hours of notification by the Center Management Official.

N Review of automated workload systems, data warehouse and desk audits

3.2.1.1 Drug Testing

Administration - Pre-employment Testing

90% of pre-employment packages shall be sent to the selectee within 3 business days of a received request from the Center or upon notification from the NSSC Caseworker Team.

N

Review of automated workload systems, data warehouse and desk audits

3.2.1.2 Employment Inquiries 95% of inquiries shall be responded to within 3 business days. N

Review of automated workload systems, data warehouse and desk audits

3.2.1.3 Classification Appeals 95% of all classification appeals shall be submitted to Classification Program Manager within 25 calendar days. N

Review of automated workload systems, data warehouse and desk audits

3.2.1.4 Employee Recognition

and Awards Processing (Administrator Ceremony)

98% of all deliverables for the Agency Administrator Honor Awards ceremony shall be accurate as negotiated with the requester. N

Review of automated workload system, data warehouse and desk audits

3.2.1.4 Employee Recognition

and Awards Processing (Administrator Ceremony)

98% of all deliverables for the Agency Administrator Honor Awards ceremony shall be delivered timely as negotiated with the requester. N

Review of automated workload systems, data warehouse and desk audits

3.2.1.4 Employee Recognition

and Awards Processing

98% of Awards/recognition items/supplies shall be delivered to Center Awards POC/recipient accurately. Y

Review of automated workload systems, data warehouse and desk audits

3.2.1.4 Employee Recognition

and Awards Processing

98% of Awards/recognition items/supplies shall be delivered to Center Awards POC/recipient on-time as negotiated between the NSSC SP, NSSC Civil Servants and the customer.

Y

Review of automated workload systems, data warehouse and desk audits

3.2.1.7 Suitability (Reciprocity

Packages)

Upon notification from the Center, 98% of reciprocity actions shall be verified within current investigation systems and reciprocity packages shall be prepared and forwarded to CS within 3 business days.

N

Review of automated workload systems, data warehouse, and investigation systems

3.2.1.7 Suitability

(Investigations)

98% of investigations shall be initiated within 14 calendar days of Applicant’s Entry on Duty (EOD) effective date. N

Review of automated workload systems, data warehouse, and investigation systems

3.2.1.7 Suitability (Adjudication

Packages)

98% of adjudication packages shall be prepared and recommendations provided to CS for suitability determinations no later than 60 calendar days after receipt of final report of investigation from OPM.

N

Review of automated workload systems, data warehouse, and investigation systems

3.2.1.7 Suitability

(Reinvestigations)

98% of Reinvestigations shall be initiated on public trust positions within 14 calendar days of notification that a reinvestigation is due. N

Review of automated workload systems, data warehouse, and investigation systems

3.2.1.7 Suitability (Proposed

Action Letters)

98% of proposed Action letters shall be sent no later than 30 calendar days prior to the effective date of the proposed action. N

Review of automated workload systems, data warehouse, and investigation systems

3.2.1.7 Suitability (Notifications) 98% of Suitability Notifications shall be verified in N Review of automated

Surveillance the current investigation system and the Centers will be notified of verification within 3 business days.

workload systems, WTTS, and investigation systems

3.2.1.8 Suitability (Employee

Investigations Initiated Due to a Change in Risk Level)

98% of Investigations shall be initiated within 14 Calendar days of notification to NSSC by the center of an employee or appointee who experiences a change to a new position.

N

Review of automated workload systems, data warehouse, and investigation systems

3.2.3.1 Benefits Processing

(claims, enrollments, changes)

97% of claims, enrollments and changes shall be processed within 5 business days after receipt.

N

Review of automated workload systems, data warehouse and desk audits

3.2.3.1 Benefits Processing

(beneficiary forms)

95% of Beneficiary forms shall be signed, filed, and maintained in accordance with OPM's Guide to Personnel Recordkeeping within 5 business days.

N

Review of automated workload systems, data warehouse and desk audits

3.2.3.2 Retirement Estimates 90% of retirement estimate and package requests shall be completed within 15 business days.

Employees shall be notified of any delays. Y

Review of automated workload system, data warehouse and desk audits

3.2.3.2 Retirement Packages

(DOI submission)

95% of completed retirement packages shall be sent to DOI no later than 5 business days after completion of retirement action. N

Review of automated workload systems, data warehouse and desk audits

3.2.3.2 Retirement Services 90% of draft retirement forms shall be reviewed and responded to with further instructions within 5 business days of receipt. N

Review of automated workload systems, data warehouse and desk audits

3.2.3.2 Retirement Services 95% of Retirement Service Computation Dates (SCD) shall be updated within 10 business days of receiving a request to update or upon discovering an incorrect retirement SCD.

N

Review of automated workload systems, data warehouse and desk audits

3.2.3.2 Retirement Packages

(NSSC CS review)

98% of retirement packages shall be sent within 5 business days to the CS to be reviewed/approved after receiving all documents required for a complete retirement package.

N

Review of automated workload systems, data warehouse and desk audits

3.2.3.3 In-processing 97% of applicants/employees shall be contacted within 3 business days of job acceptance.

N

Review of automated workload systems, data warehouse and desk audits

3.2.3.4 Civilian and Military

Deposits

90% of deposit (military and civilian), voluntary contributions program, and/or redeposit shall be completed within 15 business days from the receipt of required documents.

N

Review of automated workload systems, data warehouse and desk audits

3.2.5.1 eOPF Maintenance (eOPF documents)

90% of documents shall be filed in the employee's eOPF within 15 business days of receipt at the NSSC or after being processed by the NSSC. Y

Review of automated workload systems, data warehouse and desk audits

3.2.5.1 eOPF Maintenance (OPF files)

90% of OPFs shall be purged, validated, corrections completed and indexed in eOPF within 25 business days of receipt by the NSSC. N

Review of automated workload systems, data warehouse and desk audits

3.2.5.2 Personnel Action Request 97% of personnel transactions and service requests that are received by the NSSC by the established deadline shall be processed within 5 business days from the effective dates.

Y Review of automated workload systems, data warehouse and desk audits

3.2.5.2 Personnel Action Request 97% of employee or internal NSSC requests for personnel transactions shall be reviewed, validated, updated and completed within 2 pay periods.

Y Review of automated workload systems, data warehouse and desk audits

3.2.5.2 Personnel Action Request 97% of personnel corrections and cancellation transactions that are received with all documentation by the NSSC shall be processed within 2 pay periods.

Y Review of automated workload systems, data warehouse and

3.2.11 Financial Disclosures 90% of hard copy submissions of OGE Forms Review of automated

Surveillance Processing 450, 278 and 278-T shall be uploaded to EPTS within 2 business days of receipt.

N desk audits

3.2.11 Financial Disclosure

Processing - Identification of employees required to file financial disclosure forms

90% of the updates for employees identified as being required to file a financial disclosure form shall be completed within 5 business days of the Center's request.

Review of automated workload systems, data warehouse and desk audits

3.2.12 Online Course

Management Support Services

90% of course updates shall be completed accurately within 5 business days of receipt of course content and funding approval (exception;

Agency-wide mandated training).

workload systems, data warehouse and desk audits

3.2.13.1 Off-site Training

Purchases (documentation)

90% of registration and procurement documentation shall be completed accurately within 5 business days of approved training request.

Y workload systems, data warehouse and desk audits

3.2.13.1 Off-site Training

Purchases (notices)

90% of registration confirmation notices shall be sent to the employee, manager, and HR POC within 2 business days of completed registration.

workload systems, data warehouse and desk audits

3.2.13.1 Off-site Training

Purchases (SF-182s)

90% of completed SF-182's submitted to the NSSC for reimbursement shall be completed accurately within 3 business days of receipt.

workload systems, data warehouse and desk audits

3.2.13.1 Off-site Training

Purchases (information data requests)

90% of completed Information Data Requests (IDR Form 0063) received at the NSSC shall be forwarded to NSSC Financial Management Division within 3 business days.

workload systems, data warehouse and desk audits

3.2.13 2 On-site Training Purchases Lead time for new award under $25,000

90% of on-site training actions (less than or equal to$25,000) shall be awarded within 10 business days of receipt of a complete purchase request package.

workload systems, data warehouse and desk audits

3.2.13 2 On-site Training Purchases Lead time for new award under $25,000

90% of award packages shall be prepared for Contracting Officer's action and signature within 7 business days of receipt of the complete technical package.

workload systems, data warehouse and desk audits

3.2.13 2 On-site Training Purchases Lead time for new awards over

$25,000

90% of on-site training actions (greater than $25,000) shall be awarded within 30 business days of receipt of a complete purchase request package.

workload systems, data warehouse and desk audits

3.2.13 2 On-site Training Purchases Lead time for new awards over

$25,000

90% of award packages shall be prepared for Contracting Officer's action and signature within 25 business days of receipt of the complete technical package.

workload systems, data warehouse and desk audits.

3.2.14 Payroll / Time &

Attendance Processing

99% of all Payroll/Time & Attendance submissions (including pay and leave adjustments) shall be processed accurately and submitted on-time to DOI.

workload systems,

3.2.14 Payroll 95% of debt validations shall be completed within

5 business days.

N

Review of automated workload systems, data warehouse and desk audits

3.2.15 Classification Services 90% of all classifications shall be completed within 30 business days.

Y

Review of automated workload systems, data warehouse and desk audits

3.2.15 Classification Services 90% of all Position Description (PD) edits shall be completed within 3 business days.

Y

Review of automated workload systems, data warehouse and

3.2.15 Classification Services 90% of all desk audits/position reviews shall be Review of automated

Surveillance completed within 30 business days of receipt of complete package.

Y workload systems, data warehouse and desk audits

3.2.16.1 HR Staffing 85% of certificates issued shall be sent to the customer within 15 calendar days of the vacancy announcement closed dates. (excluding Pathways).

Y

Review of automated workload systems, data warehouse and desk audits

3.2.16.1 HR Staffing 85% of tentative offers shall be sent to the selectee within 7 calendar days after the completion of the selection audit (excluding Pathways).

Y

Review of automated workload systems, data warehouse and desk audits

3.2.20.1 Workers' Compensation 98% of Forms CA-1, “Federal Notice of Traumatic Injury and Claim for Continuation of Pay/Compensation” or Form CA-2, “Notice of Occupational Disease and Claim for Compensation” shall be submitted to the Office of Workers’ Compensation Programs (OWCP) no later than 10 business days after receipt of notice from employee.

N

Review of automated workload systems, data warehouse and desk audits

3.2.20.1 Workers' Compensation 98% of Forms CA-7 “Claim for Compensation” shall be submitted to the OWCP no later than 5 business days after receipt of claim from employee.

N

Review of automated workload systems, data warehouse and desk audits

3.2.21.1 Employee Notices 98% of employee notices shall be published in accordance with regulations by the negotiated timeline. N

Review of automated workload systems, data warehouse and desk audits

3.2.22 2 Information Materials 95% materials developed shall be finalized and distributed by the due date negotiated with the requester. N

Review of automated workload systems, data warehouse and desk audits

3.2.22 2 Information Materials 95% of materials developed shall be accurately produced in accordance with the customer requirements and NASA approved style guides. N

Review of automated workload systems, data warehouse and desk audits

3.2.22 5 Administration and Oversight of the Agency Learning Management System (Post-course data)

98% of post course products (grades, modifications, rosters, etc) shall be accurate, completed and available no later than 3 business days after completion of the course.

N

Review of automated workload systems, data warehouse and desk audits

3.2.22 5 Administration and Oversight of the Agency Learning Management System (course offerings)

90% of course offerings shall be updated on the list of training requirements and schedule of course offerings within 5 business days of completion of vendor procurement action.

N

Review of automated workload systems, data warehouse and desk audits

3.2.22 5 Administration and Oversight of the Agency Learning Management System (training data entry)

95% of training data shall be entered accurately within 7 business days of receipt.

N

Review of automated workload systems, data warehouse and desk audits

3.2.23 3 Presidential Rank Awards (PRA) Support

100% of PRA Nominations that are received at the NSSC by the established timeline shall be forwarded to OCHCO within five business days of the OPM deadline.

data warehouse and desk audits

3.3 3.3.3, 3.3.7, 3.3.15

Entering obligations and administrative actions into procurement and finance systems

99% of obligations and administrative actions shall be completed in the procurement and financial systems within 24 hours after CO-signed award or modification.

N

Review of automated workload systems, data warehouse and desk audits

3.3 (all subsections)

Distribute all award documents.

95% of all award documents shall be distributed within 1 business day after award. N

Review of automated

Surveillance desk audits

3.3 (all subsections)

Complete electronic award file bookmarked per appropriate checklist.

95% of all award files shall be bookmarked per appropriate checklist within 3 business days after award. N

Review of automated workload systems, data warehouse and desk audits

3.3 (all subsections)

Upload finalized electronic award file in the system of record

95% of all award files shall be finalized and uploaded to the electronic award file in the system of record within 3 business days after award. N

Review of automated workload systems, data warehouse and desk audits

3.3 (all subsections)

Assistance Requests or Customer Contact Center Inquiries

98% of Assistance Requests or Customer Contact Center inquiries at Level 2 shall be resolved and closed within 3 business days of receipt of a ticket that does not require elevation to Government (Level 3) for resolution.

N

Review of automated systems, data warehouse and desk audits

3.3 (all subsections)

Assistance Requests or Customer Contact Center Inquiries

98% of Assistance Requests or Customer Contact Center inquiries at Level 2 that require elevation to Government (Level 3) for resolution shall be transferred within 2 business days of receipt of ticket.

N

Review of automated systems, data warehouse and desk audits

3.3.2 Transfer to Closeout

Contractor for Grants

90% of grant files shall be transferred to the closeout contractor within 10 calendar days from the end of the period of performance.

workload systems, data warehouse and desk audits

3.3.15 Transfer to Closeout

Contractor for contracts using Simplified Acquisition Procedures

(SAP)

99% of files shall be transferred to the closeout contractor within 30 days upon physical completion.

N

Review of automated workload systems, data warehouse and desk audits

3.3.3, 3.3.7

Transfer to Closeout Contractor for contracts using Firm-Fixed Price Contracts, other than Simplified Acquisition Procedures (SAP)

99% of files shall be transferred to the closeout contractor within 60 days upon physical completion.

N

Review of automated workload system, data warehouse and desk audits

3.3.3, 3.3.7

Transfer to Closeout Contractor for all others

99% of files shall be transferred to the closeout contractor within 90 days upon physical completion.

workload system, data warehouse and desk audits

3.3.2.1 Grant lead times for new

awards, funded extensions, and augmentations

95% of award packages shall be prepared for grant officer signature within 29 calendar days of receipt of a technical requirements package. CO will approve/sign award document within 35 calendar days of receipt of requirements package.

workload systems, data warehouse and desk audits

3.3.2.2 Grant lead times for

administrative supplements and changes

95% of funding supplements shall be prepared for grant officer signature within 14 calendar days of receipt of required documents.

workload systems, data warehouse and desk audits

3.3.2.2 Grant lead times for

Principal Investigator (PI) Transfers

90% of PI Transfer packages shall be prepared within 90 calendar days of receipt of request.

N

Review of automated workload systems, data warehouse and desk audits

3.3.2.2 Grant lead times for

routine monitoring including but not limited to reports monitoring review and transaction testing review

90% of required documents shall be prepared for grant officer signature within 5 calendar days of due date.

N

Review of automated workload systems, data warehouse and desk audits

3.3.3.1 NASA SBIR/STTR lead

time for Phase I awards

95% of Phase I awards shall be prepared for contracting officer’s (CO) signature within 30 calendar days of receipt of requirements package.

CO will approve/sign award document within 35 workload systems, data warehouse and desk audits

3.3.3.1 NASA SBIR/STTR lead

time for Phase II awards

95% of Phase II awards shall be prepared for CO signature within 40 calendar days of receipt of

Surveillance requirements package. CO will approve/sign award document within 45 calendar days of receipt of requirements package.

Y data warehouse and

3.3.3.1

NASA SBIR/STTR lead time for Phase III awards

90% of Phase III award packages shall be prepared for CO signature within 40 calendar days following receipt of a requirement package (statement of work and Purchase request). CO will approve/sign award document within 45 workload systems, data warehouse and desk audits

3.3.3.2 Unilateral SBIR/STTR

Modifications

90% of modifications shall be prepared for CO signature within 14 calendar days of receipt of required documentation.

workload systems, data warehouse and desk audits

3.3.3.2 Bilateral SBIR/STTR

Modifications

90% of bilateral modifications shall be prepared for CO signature within 21 calendar days of complete requirements package.

workload systems, data warehouse and desk audits

3.3.3.2 Bilateral SBIR/STTR

Phase II Enhancement Modifications

90% of Phase II Enhancement modifications shall be prepared for CO signature within 40 calendar days of complete requirements workload systems, data warehouse and desk audits

3.3.3.2 Review of SBIR and/or

STTR deliverables

90% of all deliverables submitted shall be reviewed within 3 business days of receipt. N

Review of automated systems, data warehouse and desk audits

3.3.3.2 3.3.7

Option Modifications 100% of all option modification documentation shall be prepared for CO review in accordance with the applicable contract clause to maintain the government’s unilateral right to exercise option.

N

Review of automated systems, data warehouse and desk audits

3.3.7 Orders/calls off NSSC

held contracts, agreements, and catalogs.

95% of award packages shall be prepared for CO action within 5 calendar days of receipt of a complete requirements package. N

Review of automated systems, data warehouse and desk audits

3.3.14 Grants Management

Services (GMS)

90% of GMS packages with budget justification and PR shall be released to the Prep / Processor team within 6 calendar days of receipt of a complete technical requirements package.

Y

Review of automated workload systems, 3.3.15.1

Simplified Acquisition Awards

90% of all SAT packages that nclude a synopsis shall be prepared for CO review and signature within 28 calendar days of receipt of complete package. CO will approve/sign award document within 35 calendar days of receipt of complete workload systems, data warehouse and desk audits

3.3.15.1 Simplified Acquisition

Awards

90% of all SAT packages that do not include a synopsis shall be prepared for CO review and signature within 23 calendar days of receipt of complete package. CO will approve/sign award document within 30 calendar days of receipt of complete package.

workload systems, data warehouse and desk audits

3.3.15.1 Simplified Acquisition

Awards - Expedited

90% of expedited SAT packages shall be prepared for CO review and signature as soon as possible but not to exceed the date in the “need by date” of the SAT request once receipt of complete package.

N

Review of automated systems, data warehouse and desk audits

Awards - Urgent

90% of SAT packages shall be prepared for CO review and signature as soon as possible but not to exceed 2 calendar days of receipt of complete package.

N Review of automated systems, data warehouse and desk audits

Administration

90% of report request tickets that do not require elevation to government (Level 3) for resolution shall be resolved and closed in 3 business days of receipt of ticket.

N Review of automated systems, data warehouse and desk audits

3.3.15 2 Simplified Acquisition Administration

90% of modification requests shall be prepared for CO review and signature within 10 calendar N Review of automated systems, data

Surveillance days of receipt of notice that a modification is needed.

warehouse and desk audits

3.3.15 2 Simplified Acquisition Administration

100% of modifications of the exercise of options shall be prepared for CO review and signature within 5 calendar days of the required option exercise date in the subject order.

N

Review of automated systems, data warehouse and desk audits

3.9 3.9.1

3.9.2

Information Technology Business Services (ITBS)

National Center for Critical Information Processing and Storage (NCCIPS) Business Services

90% of NSSC’s Working Capital Fund Continuous Monitoring Program (CMP) exceptions shall be in compliance with Agency CMP procedures.

(Exceptions identified as yellow are excluded from the escalation.)

N

Review of automated workload systems, data warehouses and/or desk audits

National Center for Critical Information Processing and Storage (NCCIPS) Business Services

95% of Data Calls in support of the Planning, Programming, Budgeting, and Execution (PPBE) shall be accurate and complete in accordance with the PPBE timeline.

N

Review of automated workload systems, data warehouses

National Center for Critical Information Processing and Storage (NCCIPS) Business Services

95% of IPAC Schedules in support of the Planning, Programming, Budgeting, and Execution (PPBE) shall be accurate and complete in accordance with the PPBE timeline.

N

Review of automated workload systems, data warehouses

National Center for Critical Information Processing and Storage (NCCIPS) Business Services

95% of Customer Presentations in support of the Planning, Programming, Budgeting, and Execution (PPBE) shall be accurate and complete in accordance with the PPBE timeline.

N

Review of automated workload systems, data warehouses

National Center for Critical Information Processing and Storage (NCCIPS) Business Services

95% of the Annual Operating and Phase-in Plan in support of the Planning, Programming, Budgeting, and Execution (PPBE) shall be accurate and complete in accordance with the PPBE timeline.

workload systems, data warehouses

95% of the Monthly Utilization and Supplemental reports shall be accurately completed by 2nd business day of the month. N

Review of automated workload systems, data warehouses

National Center for Critical Information Processing and Storage (NCCIPS) Business Services

95% of the Monthly Utilization and Billing Reports (Customer Bills and Supplemental reports) shall be accurately completed by 15th business day of the month

N

Review of automated workload systems, data warehouses

National Center for Critical Information Processing and Storage (NCCIPS) Business Services

95% of contract(s) funding submittals shall be accurately completed by the established process monthly cut-off dates and balanced to NASA Financial tools prior to month-end close N

Review of automated workload systems, data warehouses

95% of the validation, reconciliation, and processing of contract(s) invoices shall be N Review of automated

Surveillance accurately completed to ensure payments prior to established Agency cut-off dates.

data warehouses

Processing and Storage (NCCIPS) Business Services

90% of the validation, reconciliation, and processing of contract(s) invoices shall be accurately submitted to ensure payments prior to established Agency cut-off dates

N

Review of automated workload systems, data warehouses and/or desk audits

3.9.2 National Center for

Critical Information Processing and Storage (NCCIPS) Business Services

95% of the NCCIPS Financial Status Report shall be accurately completed by 15th business day of the month. N

Review of automated workload systems, data warehouses

Processing and Storage (NCCIPS) Business Services

100% of approvals in support of Government Purchase Card program acquisitions shall be accurately completed prior to the request being submitted to the cardholder for order placement.

N

Review of automated workload systems, data warehouses

Processing and Storage (NCCIPS) Business Services

95% of Economic Impact Reports in support of NASA reporting requirements shall be accurately completed within 3 business days prior to the established deadline.

N

Review of automated workload systems, data warehouses and/or desk audits

3.10

3.10.2 Intelligent Automation

Services (IAS) Support 98% of each process submitted for automation shall be reviewed and assessed for optimization prior to automation. N

Process subject matter expert (SME) completes optimization survey

3.10.2 Intelligent Automation

Services (IAS) Support

98% of the process steps in the final Value Stream Mapping (VSM) shall be captured correctly.

Have the process SME verify it

3.10.2 Intelligent Automation

Services (IAS) Support

98% of optimized processes being automated shall be documented within 12 business days of being moved into the VSM phase.

N Verifying timeliness of submissions

3.10.2 Intelligent Automation

Services (IAS) Support

100% of automation solutions shall be documented using the Automated Process Work Instruction (APWI) template and shall be submitted within 3 business days.

N Verifying timeliness of submissions

3.10.2 Intelligent Automation

100% of initial automation solutions shall be developed within 3 business days. N Verifying timeliness of submissions

3.10.2 Intelligent Automation

Services (IAS) Support 100% of automation solutions shall be completed within the timeframe outlined in the complexity model.

N Verifying timeliness of submissions

3.10.2 Intelligent Automation

Services (IAS) Support

85% of the automation code shall be correctly developed in accordance with the APWI prior to user acceptance testing. N

End product / result of the automation should match customer’s agreed-upon output

3.10.2 Intelligent Automation

Services (IAS) Support

100% of new automation solutions shall be tested within the timeframe outlined in the complexity model. Testing shall be completed within 5 business days.

N Verifying timeliness of submissions

3.10.2 Intelligent Automation

Services (IAS) Support

100% of final testing results shall meet design specifications, operating as intended, and accepted by the customer within 2 business days.

N Review test logs for incidents

3.10.2 Intelligent Automation

Services (IAS) Support

95% of deployed automations shall run without incidents. (Exceptions/incidents occur < = 5% of total automation runs per month.)

N Review SN and Orchestrator logs for exceptions

3.10.2 Intelligent Automation

Services (IAS) Support

98% of deployed automations shall perform according to the work instructions and/or service level agreement (SLA).

Y Review Orchestrator logs for exceptions

3.10.2 Intelligent Automation

Services (IAS) Support

100% of deployed automations shall be updated and shall be fixed within 1 business day or as otherwise outlined in the SLA/APWI for the process.

Y Review SN and Orchestrator logs for exceptions

3.10.2 Intelligent Automation

Services (IAS) Support

98% of the deployed automations shall apply the appropriate RPA framework and incorporate other development best practices.

N Inspect the automation code / packages prior to deployment

Surveillance 3.10.2

Intelligent Automation

98% of developers shall be RPA certified by an RPA vendor prior to onboarding to the NTSS contract. N

Inspect the RPA certificates as new developers are onboarded and before license is granted

3.10.2 Intelligent Automation

Services (IAS) Support

98% of licenses, applications, tools, roles, and waivers shall be accurately documented. N

Compare the tracker against Orchestrator and other tools

3.10.2 Intelligent Automation

Services (IAS) Support

98% of licenses, applications, tools, roles, and waivers shall be updated once per week. N

A new version of the tracker is saved once per week

3.10.2 Intelligent Automation

Services (IAS) Support

98% of software shall be up-to-date prior to the patching schedule. (Note that some waivers will apply.)

N Monitor SN patches that have been deployed

3.10.2 Intelligent Automation

Services (IAS) Support

100% of deployed automations shall be reviewed and redesigned within 5 business days or as needed according to the agreed-upon timeline. N

Project dates will be monitored within ServiceNow and compared against the O&M roadmap

3.10.2 Intelligent Automation

Services (IAS) Support

100% of digital work instructions shall be reviewed and updated annually, or within 5 business days when significant changes warrant an update.

N Read the revised digital work instructions and ensure it is accurate

3.10.2 Intelligent Automation

Services (IAS) Support

100% of incidents shall be escalated and resolved within 1 business day as outlined in the work instructions and/or SLA.

N Monitor Orchestrator and service desk tickets

3.10.2 Intelligent Automation

Services (IAS) Support

98% of the metrics dashboard shall reflect accurate and up-to-date data. N

Review the dashboard by cross-referencing systems of record (Orchestrator, SN)