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METRICS & REPORTING

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Service Level Agreement (SLA)
The SLA provides information about roles, responsibilities, rates, and service level
indicators for all NASA Centers. The SLA is negotiated on an annual basis in line with
the fiscal year. A single SLA is shared by all NASA Centers and signed by each of the
NASA Center Directors or their designee. The SLA provides for the delivery of specific
services from the NSSC to NASA Centers and Headquarters Operations in the areas of:
 
- Financial Management
- Procurement
- Human Resources
- Information Technology
- Agency Business Services
 
Services Catalog
The catalogs provide service description, chargeback rate, unit of measure, and service
level indicators for each NSSC service.
 
Customer Satisfaction Surveys
The NSSC is fundamentally changing the way NASA does business. In order to maintain
customer loyalty and satisfaction, we must not only deliver a higher level of service,
but also be customer focused. To help us gage how we are preforming, we have
conducted a number of customer satisfaction surveys. If you would like to know more
about what we learned from these surveys, please feel free to read the executive
summaries:
 
Executive Summary of Broad-Based Survey Results for 2013
Executive Summary of Broad-Based Survey Results for 2010
Executive Summary of Broad-Based Survey Results for 2008
Executive Summary of Baseline Survey Results for 2008
Executive Summary of Broad-Based Survey Results for 2007
Executive Summary of Baseline Survey Results for 2007
Executive Summary of Baseline Survey Results for 2006