OIRM Update
May 18, 2010
Anthony A. Arnolie
Director, OIRM
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
Topics
• 2009 Customer Satisfaction Survey Results
• NSF Ambassador Program
• The Great NSF Flood of 2010
Coming up later, updates on:
– Information Technology
– Future NSF Headquarters Project
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
2
Since we last met…
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
3
2009
Customer Satisfaction Survey
Results
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
4
Overview and Results
Overview
• 6th Consecutive Year Customer Satisfaction has been surveyed
• Solicited input on 3 New IT-Related Services
Results
• Overall Average Rating: 3.64
• 281 Respondents
• 589 Comments
• Consistent Results Across Demographic Data
• Most Significant Changes:
– Improvements: Library and Help Desk
– Reductions: Meeting Services and Executive Recruitment
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
Yearly Comparison of Results
5.0
A
n
n
u
a
l
R
a
t
i
n
g
4.5
4.0
3.66
3.70
3.68
3.66
3.81
3.64
3.5
3.0
2.5
2.0
1.5
1.0
2004
National Science Foundation
2005
2006
2007
2008
Office of Information and Resource Management
2009
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
Distribution of Ratings
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
7
NSF Ambassador Program
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
8
NSF Ambassador Program
• Rotators - good ambassadors and
potential recruiters
• The best ambassadors are…
• Objectives
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
9
Ambassador Working Group
- Rotator focus groups will inform “the
message”
- After content is finalized, the pilot will begin
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
10
The Great NSF Flood of 2010
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
11
Timeline
• When: On February 20, 2010, between
12:01AM and 5 a.m.
• Where: Stafford I- 7th Floor down to 1st Floor
• Impacted…
– space: 27,000 square feet (6% of building)
– work stations: 163
– CPU’s: 182
• Amount of water: thousands of gallons
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
12
The culprit…
705.13
GEO/OAD
705.11
GEO/OAD
725I
OCE
725.25
OCE
725N
OCE
725.29
OCE
725.27
OCE
725A
OCE
725.31
OCE
725F
OCE
705E
GEO/OAD
705.09
GEO/OAD
705C
GEO/OAD
705.19
GEO/OAD
DIR0601GEO
OCE
725.07
OCE
725.21
OCE
725.23
OCE
725.17
OCE
725.19
OCE
705B
GEO/OAD
719
OCE
790.10
AGS
785.31
EAR
725L
OCE
DIR0612GEO
785D
EAR
785F
EAR
785H
EAR
791
AGS
DIR0610GEO
AGS
785.41
EAR
789
EAR
790.02
AGS
785.43
EAR
785P
EAR
740.12
OPP
740.08
OPP
740-10
OPP
785.03
EAR
775.31
Stair
3
776.06
AGS
S
775.21
AGS
775.19
AGS
755.07
OPP
775.35
AGS
755.51
OPP
775.01
AGS
775.11
AGS
755.03
OPP
1 open shelf , 3 drawer unit
769.01
GEO/OAD
5 open shelf unit
755A
OPP
Stair
5
775.03
AGS
775.09
EAR
755.39
OPP
755.41
OPP
755.48
OPP
755.49
OPP
755.53
OPP
755K
OPP
755.01
OPP
761
DAS
DIR0604GEO
GEO/OAD
755J
OPP
755L
OPP
DIR0740IRM
769
AGS
755.77
OPP
755.79
OPP
755G
OPP
755F
OPP
755.81
OPP
775.07
AGS
755.85
OPP
755.83
OPP
755B
OPP
755.55
OPP
755.57
OPP
755H
OPP
775I
AGS
775.17
AGS
775.13
AGS
Office of Information and Resource Management
755.50
OPP
755M
OPP
755.04
OPP
775.33
AGS
DIR0606GEO
AGS
National Science Foundation
755.47
OPP
755.09
OPP
775.25
AGS
775.23
AGS
755.33
OPP
755.43
OPP
755.11
OPP
758
AGS
DIR0607GEO
AGS
755.32
OPP
755.31
OPP
755.15
OPP
740.04
OPP
776.04
AGS
755.30
OPP
755.17
OPP
740A
OPP
740.02
OPP
776.02
AGS
770
GEO/OAD
775.27
AGS
AREA
FLOODED
755.21
OPP
755.13
OPP
DIR0605GEO
GEO/OAD
755.25
OPP
755.37
OPP
740.06
OPP
790.04
AGS
775.29
AGS
755P
OPP
755O
OPP
755.23
OPP
725.47
OCE
755.19
OPP
785.47
EAR
770.01
GEO/OAD
785.01
EAR
DIR0739IRM
741
DAS
740B
OPP
785K
EAR
785J
EAR
785.07
EAR
DIR1316OD
OPP
790A
AGS
785L
EAR
785.39
EAR
785E
EAR
785G
EAR
725M
OCE
DIR1317OD
OPP
740.14
OPP
740.16
OPP
7TH
FLOOR
790.12
AGS
790.06
AGS
735
OCE
725.49
OCE
PRV
790.08
AGS
755.29
OPP
755.27
OPP
725.45
OCE
755S
OPP
DIR0609GEO
AGS
785B
EAR
725.43
OCE
731
OCE
Stair
7
785.33
EAR
725.41
OCE
DIR0603GEO
GEO/OAD
739
OCE
785.37
EAR
785.09
EAR
725.39
OCE
726.08
OCE
726.06
OCE
DIR0602GEO
OCE
730
GEO/OAD
DIR0611GEO
792
GEO/OAD
EAR
GEO/OAD
785N
EAR
785M
EAR
785I
EAR
726.04
OCE
794
OCE
785.29
EAR
785C
EAR
725.35
OCE
706
OCE
785.27
EAR
785.13
EAR
785A
EAR
713
OCE
725.37
OCE
N
785.23
EAR
DIR0608GEO
EAR
785.11
EAR
725.33
OCE
711
OCE
S
785.21
EAR
785O
EAR
785.17
EAR
715
OCE
DIR0738IRM
709
DAS
785.25
EAR
785.19
EAR
725.01
OCE
715.01
OCE
DIR0738IRM
705.01
GEO/OAD
705.03
GEO/OAD
785.15
EAR
725.03
OCE
1
706.03
DAS
705A
GEO/OAD
725.13
OCE
725.15
OCE
Stair
DIR0600GEO
GEO/OAD
705.07
GEO/OAD
725.09
OCE
725C
OCE
725D
OCE
725E
OCE
725H
OCE
725G
OCE
725.51
OCE
725.11
OCE
725B
OCE
705.15
GEO/OAD
705D
GEO/OAD
755.59A
OPP
775B
AGS
775A
AGS
775D
AGS
DEB
775C
AGS
775F
AGS
775E
AGS
775H
AGS
755E
OPP
755D
OPP
755.59B
OPP
775G
AGS
755.71
OPP
755.69
OPP
755.67
OPP
755.65
OPP
755.61
OPP
755.63
OPP
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
13
Where did the water travel?
705.13
GEO/OAD
705.11
GEO/OAD
725I
OCE
725.25
OCE
725N
OCE
725.29
OCE
725.27
OCE
725A
OCE
725.31
OCE
725F
OCE
705E
GEO/OAD
705C
GEO/OAD
705.19
GEO/OAD
DIR0601GEO
OCE
725.07
OCE
725.21
OCE
725.23
OCE
725.17
OCE
725.19
OCE
705B
GEO/OAD
705.01
GEO/OAD
785.27
EAR
725.39
OCE
790.10
AGS
785.31
EAR
7
785.33
EAR
785G
EAR
785H
EAR
790A
AGS
785.39
EAR
791
AGS
DIR0610GEO
AGS
785.41
EAR
789
EAR
790.02
AGS
785.43
EAR
785P
EAR
785.03
EAR
785.01
EAR
775.31
741
DAS
740.12
OPP
740-10
OPP
Stair
DIR0605GEO
GEO/OAD
755.11
OPP
740.02
OPP
776.02
AGS
770
GEO/OAD
776.04
AGS
776.06
AGS
755.09
OPP
758
AGS
DIR0607GEO
AGS
S
775.35
AGS
769
AGS
775.01
AGS
775.13
AGS
775.11
AGS
775.09
EAR
755.77
OPP
755.81
OPP
755.79
OPP
775.07
AGS
755.85
OPP
755.83
OPP
5 open shelf unit
755B
OPP
755.55
OPP
755.57
OPP
755H
OPP
775I
AGS
775.17
AGS
755.49
OPP
755.53
OPP
755K
OPP
755A
OPP
Stair
5
755.48
OPP
755.03
OPP
1 open shelf , 3 drawer unit
769.01
GEO/OAD
775.03
AGS
755.47
OPP
755.01
OPP
761
DAS
DIR0604GEO
GEO/OAD
755.41
OPP
755J
OPP
755L
OPP
DIR0740IRM
DIR0606GEO
AGS
775.21
AGS
775.19
AGS
755.39
OPP
755.43
OPP
755.51
OPP
755.04
OPP
775.33
AGS
755.33
OPP
755.50
OPP
755M
OPP
755.07
OPP
775.25
AGS
775.23
AGS
755.32
OPP
755.31
OPP
755.15
OPP
740A
OPP
755.13
OPP
775.29
AGS
755.30
OPP
755.17
OPP
740.04
OPP
775.27
AGS
AREA
FLOODED
755.21
OPP
755.37
OPP
740.06
OPP
790.04
AGS
755.25
OPP
725.47
OCE
755.19
OPP
3
785.47
EAR
770.01
GEO/OAD
785.07
EAR
DIR0739IRM
740B
OPP
740.08
OPP
785K
EAR
785J
EAR
755P
OPP
755O
OPP
755.23
OPP
DIR1316OD
OPP
7TH
FLOOR
790.12
AGS
790.06
AGS
785L
EAR
DIR1317OD
OPP
740.14
OPP
740.16
OPP
DIR0609GEO
AGS
785.37
EAR
785D
EAR
785F
EAR
755.29
OPP
755.27
OPP
725.45
OCE
735
OCE
725M
OCE
725.49
OCE
PRV
790.08
AGS
725L
OCE
739
OCE
785B
EAR
785E
EAR
725.43
OCE
755S
OPP
731
OCE
DIR0612GEO
Stair
785C
EAR
725.41
OCE
DIR0603GEO
GEO/OAD
730
GEO/OAD
DIR0611GEO
792
GEO/OAD
EAR
GEO/OAD
785.29
EAR
785.09
EAR
725.35
OCE
726.08
OCE
726.06
OCE
DIR0602GEO
OCE
706
OCE
785N
EAR
785.13
EAR
726.04
OCE
794
OCE
785M
EAR
785I
EAR
713
OCE
725.37
OCE
N
785.23
EAR
719
OCE
DIR0608GEO
EAR
785A
EAR
725.33
OCE
711
OCE
S
785.21
EAR
785O
EAR
785.17
EAR
725.01
OCE
715
OCE
DIR0738IRM
709
DAS
785.25
EAR
785.11
EAR
715.01
OCE
DIR0738IRM
705A
GEO/OAD
785.19
EAR
725.03
OCE
1
706.03
DAS
705.03
GEO/OAD
785.15
EAR
725.13
OCE
725.15
OCE
Stair
DIR0600GEO
GEO/OAD
705.07
GEO/OAD
725.09
OCE
725C
OCE
725D
OCE
725E
OCE
725H
OCE
725G
OCE
725.51
OCE
725.11
OCE
725B
OCE
705.15
GEO/OAD
705D
GEO/OAD
705.09
GEO/OAD
755.59A
OPP
775B
AGS
775A
AGS
775D
AGS
DEB
775C
AGS
775F
AGS
775E
AGS
775H
AGS
755G
OPP
755E
OPP
755F
OPP
755D
OPP
755.59B
OPP
775G
AGS
755.71
OPP
755.69
OPP
755.67
OPP
755.65
OPP
755.61
OPP
755.63
OPP
NATIONAL SCIENCE FOUNDATION
STAFFORD I - 7TH FLOOR
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
14
Through the hallways…
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
15
Through offices…
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
16
Clean-up begins
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
17
Thermal imaging, drying the drywall
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
18
Before and After
2-21-10
National Science Foundation
3-12-10
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
19
What went well?
• ORGANIZATION
• COMMUNICATION
• DECISION MAKING & SUPPORT
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
20
Why it went well…
National Science Foundation
Office of Information and Resource Management
Division of Administrative Services
Division of Human Resource Management
Division of Information Systems
21