1. BRIAN D. COSTLOW MARCH 16, 2010 PRESENTATION TO THE FEDERAL FACILITIES COUNCIL Federal Facilities Management, Customer Service, and Staff Retention

2. Why? A Philosophy… 2 Quality of worklife Safety and security Energy conservation – greenhouse gas reduction Pride in ownership The opportunity to make a difference

3. 3 Safety and Health Accessability Building Operations Sustainability Investments Logistical Support Critical Services AmenitiesSecurity

4. Staff Recruitment 4 Where How “Grow your own” What if things “don’t work out”

5. Staff Retention 5 Enrichment Preventing burnout Stay current, not complacent Recognitions Balancing work, personal life

6. Federal Facilities Leadership – The Essential Balance 6 AttitudeKnowledge Skills Managing Budgeting Communication Interpersonal Collaboration Enthusiasm Patience Stamina Lead by example Change-management Technical background Contract law Engineering Project management Laws & regulations

7. Customer Service 7 Managing customer expectations Service-level agreements Systems for managing taskers Service provider website Customer handbook Courtesy calls

8. Customer Service 8 Outreach meetings Walk-arounds Ombudsman Surveys/feedback Customer service e-mail box Meet commitments!

9. Collaboration with Partners 9 GSA OMB NCPC Other agencies State and local governments Congress Taxpayers Media First Responder community FAMA

10. What is Next? 10 Facilities workforce future General workforce dynamics Strategic analysis of real estate Outsourcing insourcing