U.S. General Services Administration Public Buildings Service Reimbursable Services Division Office of Facilities Management & Services Programs General Services Administration May 2010 Reimbursable Work Authorizations Advanced

2 About Us Ashlee Carlson and Steve Sacco Reimbursable Services Division Established January 2009 Program and Finance functions separated Areas of Focus Customer Analysis & Outreach Policy Management Data Management & Process Improvement

3 RWA Advanced Training Structure Overview Feedback Discussion

4 What Are Customers Telling Us?  Top RWA Customer Issues:  RWA policy inconsistently applied  RWA billing issues  Confusion over RWA fees  RWA communication questions –Customer Letters –Substantial Completion vs Financial Closeout –Funding Balances

5 Improvements and Successes  FY2008: –Standardized Cost Estimate Template –Improved Customer Bill  FY2009: –Electronic Documentation Tool and RETA Functionality –Automated Customer Letters –4% Fee Automation

6  Updated and enhanced RWA Level I Training (available August 2010) –Available at  Specific Competency RWA Level II and III Training –Region by Region Classroom training (April-August 2010)  Updating Customer FAQ resources Program Initiatives: Education and Outreach

7  Updating National Policy Document (anticipated June 2010)  Mandating proper use of current policies  Updating Standard Operating Procedures (SOP) documents Program Initiatives: Policy

8  External RETA Access for Customer Agencies –Read-only Documentation Tool access (anticipated August 2010) –Electronic RWA Request Submission capabilities (anticipated FY2011/2012) Program Initiatives: Data Management and System Enhancements

9  Consolidating additional RWA tools into RETA  Performance Measures  Billing Enhancement #2 –Coming in FY2012 Program Initiatives: Process Improvements

10 Recap: What Are Customers Telling Us?  Top RWA Customer Issues:  RWA policy inconsistently applied  RWA billing issues  Confusion over RWA fees  RWA communication questions –Customer Letters –Substantial Completion vs Financial Closeout –Funding Balances

11 What are your concerns/questions?  Panel Discussion

12 PBS Regional RWA Network

13 Reimbursable Services Division Process/Data Management Steven Sacco Customer Analysis/Outreach Ashlee Carlson Policy Management Lester Boggs Director Denise Funkhouser

14 Customer Tools  RWA Customer Portal: –  RWA Search – –To be replaced with external RETA access  Billview Website –