MEASUREMENT FOR DAILY LIVING, OR— HOW I LEARNED TO LOVE THE RULER GARY McLEAN, FLEET MANAGER, CITY OF LAKELAND

All About Me 36 Years Working in the Automotive World Light and heavy truck mechanic Body shop Tires Parts Supervision and management Military, private sector, and local government experience FBC Fleet Management service lead present

City of Lakeland Fleet, an Opportunity to Excel 2009, an Operation Completely in Limbo and On Its Back No measurements of value Workflow processes operating in “opposites day”, every day No way to define improvement besides somebody’s opinion In danger of being privatized Extreme customer dissatisfaction Prior management avoiding the issues and checked out Result? Old management fired, COL hires Fleet’s Top Predator

City of Lakeland Fleet, an Opportunity to Excel 2009 – 2010, Transition to Benchmarking and Measurement Establish and lay in standardized best practice measures Implement strategic operating plan Begin execution of recommendations from 2008 efficiency study Identify and visit the best fleet operations in the region Invest Fleet into the Florida Benchmarking Consortium 2010, City of Lakeland takes over as FBC Fleet Service Lead Flattens and streamlines FBC measures to encompass all members

City of Lakeland Fleet, an Opportunity to Excel 2010 – 2011, Measurement Drives Improvements Outreach to all departments to address issues and build bridges Outsource parts, tire servicing, major component overhaul Mandate data-driven vehicle buys versus customer preference Standardized manufacturer for all light-medium duty vehicles Reclassify useless positions, reduce unneeded overhead staff Overhaul shop—new paint, epoxy floors, modern equipment Selected as one of Government Fleet Magazine’s 100 Best Fleets

City of Lakeland Fleet, an Opportunity to Excel 2012 – 2013, Keeping Focus on the Data and Improvement Completed improvements in OSHA, EPA, HAZMAT programs Continued standardization of manufacturer for heavy trucks Prioritized preventive maintenance and separate work streams Insourced fabrication, welding, and equipment up-fitting Employed fuel consumption reduction technology, gas and diesel 98% customer satisfaction from mirror hanger surveys Florida League of Mayors, FDEP recognition as a state benchmark 100 Best Fleets award winner again, 2012 and 2013!

City of Lakeland Fleet, an Opportunity to Excel 2014 – 2015, Establishment and Freezing in Superiority Beginning development of true employee succession program Establishing entry-level hiring practices to build staff to our ways Built new supervisor position for oversight of shop management Prioritized in-house diagnostic capability (training, hardware) Full implementation of four 10-hour work day, single shift Vehicle fleet size reduction, 5% overall drop with no mission effect Second and third year of returning >$600K budget at end of year 100 Best Fleets award again, 50 Leading Fleets award in 2014

City of Lakeland Fleet, an Opportunity to Excel 2016 – Forward, Adjusting to New Realities Currently in staffing study to reduce two technician slots (attrition) Adjusting for reduced inflation calculators in upcoming budget Finish succession plan to maximize career progression, efficiency Replace fleet management software to maximize productivity Continue on-time replacement of vehicles to reduce operating cost Sourcing new parts technology to reduce costs going forward APWA Accredited, one of 5 fleets ever to achieve 100% compliance Seeking GFMA accreditation in 2017, we will do it!

But What Does it all Mean? Measurement Every bullet in previous slides was driven by benchmarking and performance measurement—test me, ask me how We profiled organizations in FBC measures to benchmark—the data compelled us to go see it in action Our leadership approved our changes because of the data presented Our improvement attracted attention and now others benchmark us! Our continued credibility from the data we advertise eliminates fear Our focus on data and improvement ensures we will not be replaced

THAT’S ALL FOLKS!!! QUESTIONS?