Why did NASA decide to go through the process of conducting an LPA?
RA: In 2008, we had been through the majority of our services transitions, and it was time to take the next step—for the NASA Shared Services Center (NSSC) to establish external benchmarks in order to better understand NSSC processes, costs and rates in comparison to private industry standards. We thought it prudent to focus this review on some of our high-volume services, including accounts payable, payroll and travel. It was important to secure this data in order to understand where the gaps were and how we might use the data to close the gaps and improve our processes, costs and quality of services. While our performance up to the point that we decided to go through the LPA had been very good, it was important that we not rest on our laurels. We understood the criticality of continuous improvement in the shared services environment, essential to improving processes, quality of services and lowering costs. In addition to using the information gained internally, we needed to provide o
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