1. Provide Facility Management and Maintenance Services 1 FY02 ASA Presentation Provide Facility Management and Maintenance Services Presented by: Kelvin Lawson John Dattoli Herb Jacobi Team Members: Richard Allen, Jim Bullman, John Dattoli,Jeff Fellows, Herb Jacobi, Frankie Kelly, Kelvin Lawson, William Monath, Bradley Provancha, James Wilson Office of Research Services National Institutes of Health 18 November 2002

2. Provide Facility Management and Maintenance Services 2 Table of Contents Main Presentation ASA Template ……………………………….………………………………..4 Customer Perspective……………………….………………………………..5 Customer Segmentation …………………….……………………………………..7 Customer Satisfaction……………………….……………………………………...9 Customer Satisfaction Additional Measures……………………………………10 Unique Customer Objectives and Measures.…………………………………..12 Internal Business Process Perspective……………………………………14 Service Group Block Diagram……………………………………………………15 Conclusions from Discrete Services Deployment Flowcharts………………...16 Process Measures………………………………………………………………...17 Learning and Growth Perspective………………………………………….27 Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……...28 Analysis of Readiness Conclusions……………………………………………..29 Financial Perspective………………………………………………………..30 Unit Cost……………………………………………………………………………31 Asset Utilization……………………………………………………………………32 Conclusions and Recommendations………………………………………33 Conclusions from FY02 ASA..……………………………………………………34 Recommendations…………………………………………………………………35

3. Provide Facility Management and Maintenance Services 3 Table of Contents Appendices Page 2 of your ASA Template Customer segments graphs Customer satisfaction graphs Block diagram Process maps Process measures graphs Learning and Growth graphs Analysis of Readiness Information Unit cost graphs Asset utilization graphs Any unique measures graphs

4. Provide Facility Management and Maintenance Services 4

5. 5 Customer Perspective Customer Objectives  C1. Increase Understanding of the Customer Base  C2. Increase Customer Satisfaction  C3. Increase Access to Automated Maintenance Services System

6. Provide Facility Management and Maintenance Services 6 Customer Perspective Measures For Customer Objectives C1. Increasing understanding of Customer Base C1.1 Complete Customer Segmentation Charts for our Discrete Services C2. Increase Customer Satisfaction C2.1 Increase Customer Satisfaction Scores from ORS Survey C2.2 Increase Maintenance Survey Scores C2.1 Increase Pest Management Survey Scores C3. Increase Access to Automated Maintenance System C3.1 Increase % of trouble calls initiated over the Web ObjectivesMeasures

7. Provide Facility Management and Maintenance Services 7 C1. Objective : Increase Understanding of the Customer Base C1.1Measure : Customer Segmentation Chart for DS1-8 Factored SF = 12.76 M Non Factored SF = 9.48 M Factors: Animal = 2.0, Lab = 1.5

8. Provide Facility Management and Maintenance Services 8 C1. Objective : Increase Understanding of the Customer Base C1.1 Measure : Customer Segmentation Chart for DS9 Total = 91773 SF

9. Provide Facility Management and Maintenance Services 9 C2. Objective: Increase Customer Satisfaction C2.1 Measures: Customer Survey Methodology for DS1-DS9  FY 03 Surveys will be conducted for each Discrete Service  Survey Instrument will be the ORS Scorecard Discrete ServiceSurvey RespondentsTargets Perform FM & ServiceIC POC’s (AO’s,EO’s,PFM’s)Baseline Provide Sanitation Services IC POC’s (AO’s,EO’s,PFM’s)Baseline Provide NIH-wide Pest Management Control IC POC’s (AO’s,EO’s,PFM’s)Baseline Operate Dynamic Building Systems IC POC’s (AO’s,EO’s,PFM’s)Baseline Respond to Service CallsIC POC’s (AO’s,EO’s,PFM’s)Baseline Perform Preventive Maintenance IC POC’s (AO’s,EO’s,PFM’s)Baseline Replace Obsolete Building Systems Sr. Building EngineersBaseline Maintain Public SpacesIC POC’s (AO’s,EO’s,PFM’sBaseline Manage Residential PropResidential TenantsBaseline Customer Perspective

10. Provide Facility Management and Maintenance Services 10 Customer Perspective C2. Objective: Increase Customer Satisfaction C2.2 Measure: Increase Customer Score on DS5 - Respond to Service Calls Surveys C2.3 Measure: Increase Customer Score on DS3 - Provide Pest Management Control Surveys

11. Provide Facility Management and Maintenance Services 11 Customer Perspective C2. Objective: Increase Customer Satisfaction C2.2 Measure: Increase Agree Strongly scores on Automated Maintenance System Survey 44% - Strongly Agree 37% - Agree 8% Neutral 5 % - Disagree 6 % - Disagree Strongly 65% - Not Returned Satisfaction Scores are Shown as Actual Percentage of Total Surveys Returned

12. Provide Facility Management and Maintenance Services 12 Customer Perspective C2. Objective: Increase Customer Satisfaction C2.3 Measure: Increase Satisfactory to Excellent Scores on Pest Management Satisfaction Surveys for Labs FY03 Target to be Determined

13. Provide Facility Management and Maintenance Services 13 Customer Perspective Actual = 33% FY 03 Target = 50% C3. Objective: Increase Access to Computerized Maintenance Management System C3.1. Measure: No. of Service calls submitted via Web Web based calls= 33% Avg. Non-Web based calls

14. Provide Facility Management and Maintenance Services 14 Internal Business Process Perspective Internal Business Process Objectives  I1. Increase Understanding of our Processes  I2. Identify methods to measure processes

15. Provide Facility Management and Maintenance Services 15 Facilities Management and Maintenance Services Block Diagram

16. Provide Facility Management and Maintenance Services 16 I1. Objective: Increase Understanding of Processes I1.1 Measure: Create 9 Process Deployment Flow Charts Change Name of DS# 7 to “Small Purchase Maintenance Repairs” Refine and Comply Organizationally to the Workflow SOP’s in the PWB Organization and Operations Manual produced as part of the Central Call Desk initiative Re-educate all FM’s and Maintenance Personnel on Closing Out tickets Collapse DS# 7 into DS# 6 “Perform Preventive Maintenance” Analysis and Recommendations

17. Provide Facility Management and Maintenance Services 17 DS1: Manage Facility Operations and Services Reduce weighted Average Time to Close Out Trouble Calls DS2: Provide Sanitation Services Increase % of buildings scoring 90% or higher on inspection DS3: Provide NIH-wide pest management control Reduce # of recommendations over 90 days old DS4: Operate Dynamic Building Systems Define the sq. footage operated and maintained per Maintenance Staff and compare to industry standards to develop baseline DS5: Respond to Service Calls Increase % of service calls received via web DS6: Perform Preventive Maintenance % of Electrical Maintenance team PM’s done on time DS7: Replace Obsolete Building Systems and Components Reduce the sq footage per Small Purchase Repair $ DS8: Maintain Public Space Increase the % of FM public space inspection done on time DS9: Manage Residential Property Reduce the # of repeat service calls Internal Business Process Perspective I2. Objective: Identify methods to measure processes I2.2 Measures: 9 Discrete Services

18. DS1 : Manage Facility Operations and Services Measure: Reduce weighted average days for completion time for trouble calls by section Target FY O3 7.0 Days

19. Provide Facility Management and Maintenance Services 19 DS2 : Provide Sanitation Services Measure: Increase % of buildings scoring 90% on inspection FY03 Target Mo Avg. = 31 FY02 Actual Mo. Avg. = 28

20. Provide Facility Management and Maintenance Services 20 DS3 : Provide NIH-wide Pest Management Control Measure: Reduce # of recommendations not adopted after 90 days Recommendations Age of Recommendations FY 02 Total > 90 = 115 FY 03 Target = 100 Oct 01 –Jan 02 Inspection Cycle Feb 02 – May 02 Inspection Cycle Total Recommendations

21. Provide Facility Management and Maintenance Services 21 DS4 : Operate Dynamic Building System (FY03 Measure) Measure: Define the sq. footage operated and maintained per Maintenance Staff and compare to industry standards to develop baseline FY 03Target To be developed and compared to industry standards

22. Provide Facility Management and Maintenance Services 22 DS5 : Respond to Service Calls Measure: Increase % of Trouble calls submitted over the Web Actual = 33% Target = 50% Web based calls= 33% Avg. Non-Web based calls

23. Provide Facility Management and Maintenance Services 23 DS6 : Perform Preventive Maintenance Measure: Reduce % of Electrical PM Failures Target: Reduce Failure Rate to 7 %

24. Provide Facility Management and Maintenance Services 24 DS7 : Replace Obsolete Building Systems and Components (FY03 Measure) Measure: Reduce Percentage of PM generated Small Purchase and Repair Work Items that are Incomplete Recommendation: DS7 be folded into DS6 – Perform Preventive Maintenance. This measure would be retained as a second measure for DS6

25. Provide Facility Management and Maintenance Services 25 DS8: Maintain Public Space (New Measure For FY 03) Measure: Equal or Exceed SLA % of square footage inspected by FM’s via an Established PM Program in CMMS Notional

26. Provide Facility Management and Maintenance Services 26 DS9: Manage Residential Property Measure: New FY03 – Improve Service Call Completion Cycle Total # of Service Calls Per Bldg. This chart shows the distribution of FY02 calls. The Measure will show the avg. time to close out service calls on residential property.

27. Provide Facility Management and Maintenance Services 27 Learning and Growth Perspective Learning and Growth Objectives  L1. Enhance Quality of Work Life for Employees in ORS  L2. Maintain and Enhance Competencies for Future Organization

28. Provide Facility Management and Maintenance Services 28 Learning and Growth Perspective L1. Objective: Enhance Quality of Work Life for Employees L1.1 Measure: Conclusions from L&G Data Low Turnover indicates high satisfaction with job Low sick leave indicates work force commitment to the mission Low ER-ADR-EEO indicates an open atmosphere where employees can discuss issues before they become problems

29. Provide Facility Management and Maintenance Services 29 L2. Objective: Maintain and Enhance Competencies L2.1 Measure : Analysis of Readiness Conclusions Learning and Growth Perspective Projected Hiring: Need additional maintenance service personnel to reduce amount of square footage under supervision. Contractor Requirements: Increasing repair and replacement requirements will require an increase in contractor service for mechanical, electrical improvements. Training Requirements : A new emphasis on more competency training across the board – especially regarding CMMS for all employees in PWB.

30. Provide Facility Management and Maintenance Services 30 Financial Perspective Financial Objectives  F1. Minimize Unit Cost at DS Level  F2. Maximize Asset Utilization

31. Provide Facility Management and Maintenance Services 31 Discrete ServiceUnit CostTargets Provide Facility Management Opns. & Svs. $.25≤ Inflation rate Provide Sanitation (Custodial) Services$2.05≤ Inflation rate Provide NIH-wide Pest Management Control $.20≤ Inflation rate Operate Dynamic Building Systems$.82≤Inflation rate Respond to Service Calls $1.36 ≤ Inflation rate Perform Preventive Maintenance $1.60 ≤ Inflation rate Replace Obsolete Building Systems$1.22≤ Inflation rate Maintain Public Spaces$1.34≤ Inflation rate Manage Residential Proptbd≤ Inflation rate Financial Perspective Objective : Minimize Unit Cost at DS Level Measure: Unit Cost for 9 Discrete Services

32. Provide Facility Management and Maintenance Services 32 Asset Utilization Measures for all Discrete Services

33. Provide Facility Management and Maintenance Services 33 Conclusions and Recommendations Data Collection via SOP within CMMS is critical to PWB Management Decision Making Reinforce Compliance with PWB SOP’s Re-educate PWB Personnel on Workflow and Data Collection Protocol Centralized Cost Accounting throughout ORS using a cost effective time and cost accounting system such as MS2000 Combine “Replace Obsolete Systems” with “Perform Preventive Maintenance” Establish a Public Space PM program

34. Provide Facility Management and Maintenance Services 34 Appendices

35. Provide Facility Management and Maintenance Services 35 Appendices Include the following: Page 2 of your ASA Template Customer segments graphs Customer satisfaction graphs Block diagram Process maps Process measure graphs Learning and Growth graphs Analysis of Readiness Information Unit cost graphs Asset utilization graphs Any unique measures graphs

36. Provide Facility Management and Maintenance Services 36

37. Provide Facility Management and Maintenance Services 37 C1. Objective : Increase Understanding of the Customer Base C1.1Measure : Customer Segmentation Chart for DS1-8 Factored SF = 12.76 M Non Factored SF = 9.48 M Factors: Animal = 2.0, Lab = 1.5

38. Provide Facility Management and Maintenance Services 38 C1. Objective : Increase Understanding of the Customer Base C1.1 Measure : Customer Segmentation Chart for DS9 Total = 91773 SF

39. Provide Facility Management and Maintenance Services 39 DS1 : Manage Facility Operations and Services Measure: Reduce weighted average days for completion time for trouble calls by section Target FY O3 7.0 Days

40. Provide Facility Management and Maintenance Services 40 DS2 : Provide Sanitation Services Measure: Increase % of buildings scoring 90% on inspection FY03 Target Mo Avg. = 31 FY02 Actual Mo. Avg. = 28

41. Provide Facility Management and Maintenance Services 41 DS3 : Provide NIH-wide Pest Management Control Measure: Reduce # of recommendations not adopted after 90 days Recommendations Age of Recommendations FY 02 Total > 90 = 115 FY 03 Target = 100 Oct 01 –Jan 02 Inspection Cycle Feb 02 – May 02 Inspection Cycle Total Recommendations

42. Provide Facility Management and Maintenance Services 42 DS4 : Operate Dynamic Building System (FY03 Measure) Measure: Define the sq. footage operated and maintained per Maintenance Staff and compare to industry standards to develop baseline FY 03Target To be developed and compared to industry standards

43. Provide Facility Management and Maintenance Services 43 DS5 : Respond to Service Calls Measure: Increase % of Trouble calls submitted over the Web Actual = 33% Target = 50% Web based calls= 33% Avg. Non-Web based calls

44. Provide Facility Management and Maintenance Services 44 DS6 : Perform Preventive Maintenance Measure: Reduce % of Electrical PM Failures Target: Reduce Failure Rate to 7 %

45. Provide Facility Management and Maintenance Services 45 DS7 : Replace Obsolete Building Systems and Components (FY03 Measure) Measure: Reduce Percentage of PM generated Small Purchase and Repair Work Items that are Incomplete Recommendation: DS7 be folded into DS6 – Perform Preventive Maintenance. This measure would be retained as a second measure for DS6

46. Provide Facility Management and Maintenance Services 46 DS8: Maintain Public Space (New Measure For FY 03) Measure : Equal or Exceed SLA % of square footage inspected by FM’s via an Established PM Program in CMMS Notional

47. Provide Facility Management and Maintenance Services 47 DS9: Manage Residential Property Measure: New FY03 – Improve Service Call Completion Cycle Total # of Service Calls Per Bldg. This chart shows the distribution of FY02 calls. The Measure will show the avg. time to close out service calls on residential property.

48. Provide Facility Management and Maintenance Services 48 Facilities Management and Maintenance Services Block Diagram

49. Provide Facility Management and Maintenance Services 49 Process Flow Map: DS1 – Manage Facility Operations and Services

50. Provide Facility Management and Maintenance Services 50

51. Provide Facility Management and Maintenance Services 51 Process Flow Map: DS3 – Provide NIH-wide Pest Management Control

52. Provide Facility Management and Maintenance Services 52 Process Flow Map: DS4 – Operate Dynamic Building Systems

53. Provide Facility Management and Maintenance Services 53 Process Flow Map: DS5- Respond to Service Calls.

54. Provide Facility Management and Maintenance Services 54 Process Flow Map: DS6 – Perform Preventive Maintenance

55. Provide Facility Management and Maintenance Services 55 Process Flow Map: DS7 – Repair & Replace Obsolete Building Systems and Components

56. Provide Facility Management and Maintenance Services 56

57. Provide Facility Management and Maintenance Services 57

58. Provide Facility Management and Maintenance Services 58 Learning and Growth Perspective L1. Objective: Enhance Quality of Work Life for Employees L1.1 Measure: Conclusions from L&G Data Low Turnover indicates high satisfaction with job Low sick leave indicates work force commitment to the mission Low ER-ADR-EEO indicates an open atmosphere where employees can discuss issues before they become problems

59. Provide Facility Management and Maintenance Services 59 L2. Objective: Maintain and Enhance Competencies L2.1 Measure : Analysis of Readiness Conclusions Learning and Growth Perspective Projected Hiring: Need additional maintenance service personnel to reduce amount of square footage under supervision. Contractor Requirements: Increasing repair and replacement requirements will require an increase in contractor service for mechanical, electrical improvements. Training Requirements : A new emphasis on more competency training across the board – especially regarding CMMS for all employees in PWB.

60. Provide Facility Management and Maintenance Services 60 Utilization Asset Measures

61. Provide Facility Management and Maintenance Services 61 Unit Costs Measures