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Published byShaylee Highley Modified over 10 years ago
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2 Managing Partnerships The CBP National Uniform Program A Performance Based Solution!! Breakout Session # 1609 Mark Weinstein & Brenda Gallion, CBP Walter Thomas, VF Imagewear April 25 2006 1:30 PM
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3 The Question?????? Industry: HOW DO YOU CONDUCT BUSINESS WITH YOUR BEST COMMERCIAL CUSTOMERS?
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4 Step 1: Teaming CBP & Business Partner VF Imagewear IT’S A MARRIAGE!!!! GOAL: Manage Mission Using Performance Measures
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5 Step 7: Manage Performance KEEP TEAM TOGETHER ACCOUNTABILITY PROGRAM MANAGEMENT
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6 Step 7: Manage Performance RECOGNITION ASK RIGHT QUESTIONS PERFORMANCE REVIEWS
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7 Purpose/Desired Outcome To Obtain a Business Partner to Provide Full Program Management To Support the U.S. Customs Service IAW Commercial Business Practices
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8 Program Objectives Inventory Management E-Commerce Solution Establishing Allowance Accounts “Use of Statement of Objectives (The SOO!)”
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9 Business Objectives Performance Based Business Solution/Arrangement with Incentives & Disincentives Designed to Reward Superior Performance
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10 Business Objectives Innovative & Creative Approach to Managing Uniform Program per Business Partner’s Standard Commercial Practices
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11 Business Objectives Determining a Contract Type per Standard Commercial Practices Determining a Contract Period of Performance per Standard Commercial Practices
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12 Uniform Contract Award $46 Million(Now > $75 Million) ? Business Partner VF Solutions/Imagewear Multiyear Firm Fixed Price Award Term Structure 4 Year Base with 6 One Year Options 75% of Incentive Pool Annually =Option Years
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13 Uniform Contract Performance Metrics Order Shipping Timeliness Report Delivery Backorder Shipping Order Accuracy
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14 Uniform Contract Performance Metrics Defect Rate Orders Shipped Complete Customer Satisfaction Product Development Subcontracting Plan
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15 Before and After-Incentives Work! ! Contract Tc-01-001 (FY 2001) “Before PBSA” VERSUS Contract Tc-01-050 (FY 2002 to FY 2006) “After PBSA”
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16 Uniform Performance Measures: Glossary @ Average I Incentive D Disincentive N Neutral Q Quarter
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17 Metric: Order Shipping Timeliness Minimum: 4.5 Days Desired: 3.0 Days FY 2001@ FY 2002 FY 2006 2 Q 4.1 Days 3 Days I 2.6 Days I 3 Q 4.1 Days 2.5 Days I 2.9 Days I 4 Q 3.8 Days 6.5 Days D 4.1 Days N
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18 Metric: Order Shipping Timeliness Minimum: 4.5 Days Desired: 3.0 Days FY 02 4 Q 6.5 Days DISINCENTIVE FY 03 1 Q 7.3 Days DISINCENTIVE FY 03 4 Q 3.13 Days NEUTRAL FY 04 1 Q METRIC SUSPENDED
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19 Metric: Order Shipping Timeliness Minimum: 4.5 Days Desired: 3.0 Days FY 04 4 Q 2.78 Days INCENTIVE FY 05 1 Q 4 Days INCENTIVE FY 05 4 Q 2.5 Days INCENTIVE FY 06 1 Q 3.6 Days NEUTRAL FY 06 4 Q 4.1 Days NEUTRAL
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20 Metric: Backorder Shipping Minimum: 25 Days Desired: 15 Days FY 2001@ FY 2002 FY 2006 2 Q 28 Days 28 Days I 21 Days N 3 Q 39 Days 23 Days I 33 Days D 4 Q 17 Days 15 Days I 23 Days N
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21 Metric: Backorder Shipping Minimum: 25 Days Desired: 15 Days FY 02 4 Q 15 Days INCENTIVE FY 03 1 Q 14 Days INCENTIVE FY 03 4 Q 18 Days NEUTRAL FY 04 1 Q METRIC SUSPENDED FY 04 4 Q 15 Days NEUTRAL
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22 Metric: Backorder Shipping Minimum: 25 Days Desired: 15 Days FY 05 1 Q 16 Days NEUTRAL FY 05 4 Q 13 Days INCENTIVE FY 06 1 Q 11 Days INCENTIVE FY 06 4 Q 23 Days NEUTRAL
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23 Metric: Orders Shipped Complete Minimum: 85% Desired: 92.5% FY 02 4 Q 87% NEUTRAL FY 03 1 Q 83% DISINCENTIVE FY 03 4 Q 91.76% NEUTRAL FY 04 1 Q METRIC SUSPENDED
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24 Metric: Orders Shipped Complete Minimum: 85% Desired: 92.5% FY 04 4 Q 74.0% DISINCENTIVE FY 05 1 Q 77.8% DISINCENTIVE FY 05 4 Q 89.4% NEUTRAL FY 06 1 Q 90.9% NEUTRAL FY 06 4 Q 92.3% NEUTRAL
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25 Metric: Customer Satisfaction Comment Card ?: –Overall, How Satisfied are you with the service you received on this order? Responses: 5= Very Satisfied 1 = Not at all Satisfied
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26 Management of Metrics (Step 7) FY 04: Border Patrol Uniform Rollout/Consolidation As of 1 Oct 04 for First 3 Q’s of FY 04, Following Metrics Suspended: –Order Shipping Timeliness –Back Order Shipping –Orders Shipped Complete –Customer Satisfaction
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27 Management of Metrics (Step 7) Following Metrics Added: –Returns –Complete Orders Per Phase $100K bonus
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28 Net Incentive Payments FY 2002: $66,000 or 33.3% of Pool FY 2003: $177,236 or 53.1% of Pool FY 2004: $511,817 or 88.5% of Pool FY 2005: $320,000 or 77.1% of Pool FY 2006: $350,000 or 75% of Pool FY 2004 $500K Incentive Cap Negotiated
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29 Postaward Activities of Partnership Quarterly Assessments Web Site/E-Commerce Solution Salt Lake City Olympics TSA “Spinoff” – Sharing Best Practices Katrina Relief Efforts Valued Partner Migration of Other DHS Components
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30 The Coda!! PBSA Results in Cultural Change/Transformation Use SOO In Lieu of Statement of Work Contracting Officer/Business Advisor & Cohesive Team!!
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31 The Coda!! PBSA is a Tool to Use to Manage & Measure Contract Performance Manage Outcome of Contract Performance- Monitor Results Not Contract Compliance We Are Managing Partnerships & Business Processes Rather Than Managing Contracts!
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32 Contracts That Work A Partnership Between CBP & VF Imagewear/Solutions Walter Thomas, VF Imagewear
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33 Desired Outcome – Win the Contract! Create a Performance Based Contract Use Best Practices of Commercial Accounts Develop a “Business Partnership” Relationship Launch an Interactive Web Site
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34 E-Commerce Solution Resolved! Orders Placed Through Web Site: –FY 02 3 Q 1,881 28% –FY 02 4 Q 4,386 52% –FY 02 1 Q 6,537 66% –FY 05 3 Q 16,986 83% –FY 05 4 Q 23,142 84% –FY 06 1 Q 25,073 87%
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35 Best Practices of Commercial Accounts Long Term Contract Product Development/Product Fair Forecasting
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36 Performance Based Contract Objective – Measurable Minimum vs. Desired Levels of Performance Tied to Contract Extensions
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37 Business Partner Relationship Reveal More Information Educate CBP About our Business Build Trust
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38 Customs National Uniform Program – Program Management Brenda Gallion, COTR/Program Management Chief, CBP Uniform Management Branch
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39 Uniform Team Partnerships Chief, Uniforms Management Branch Uniform Branch Program Coordinators –Contracting Officer –Uniform Liaisons CBP Air Office of Border Patrol Office of Field Operations Office of Training and Development
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40 Uniform Team Partnerships Uniform Field Coordinators Customs Primary Uniform Vendor: VF Imagewear/Solutions, Inc.
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41 National Uniform Program Scope Pre- DHS 12,000 Customers Currently 33,000 Customers Number of Uniformed Positions –CBP Air and Marine –CBP Officers, CBP Agriculture Specialists & Technicians –Border Patrol Agents –Customs Patrol Officers –Explorers
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42 National Uniform Program Scope –Academies: Artesia, New Mexico Glynco, Georgia Frederick, Maryland –Harpers Ferry Academy
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43 New Program Management Partnership Things We Do Differently Performance Based Contract Quarterly Performance Evaluations Weekly Project Log Success Stories
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44 CBP Uniform Program Best Practices Uniform Team Weekly Meetings Liaisons Headquarters (Stakeholders) Field Coordinators Clearly Defined Objectives & Reporting Structure
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45 CBP Uniform Program Best Practices Team Consensus & Sign Off on Projects Clear Roles & Responsibilities Customer Service Cards, Web Comment Uniform Mailboxes each Stakeholder Liaison
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46 Best Practices Detailed Procedural Handbook Team Field Visits Quarterly Assessments/Entire Team Participation
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47 Questions???? We Welcome any Questions from the Audience at this Time!!!
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