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General Services Academy VI October 9, 2008

Building Consensus among Diverse Stakeholders Unique customer service opportunities in capital project delivery. General Services Academy VI October 9, 2008. Panelists. Mike Lango, Contra Costa County Kanon Artiche, Solano County Gerald Leoper, Alameda County Mike Wagner, Sonoma County

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General Services Academy VI October 9, 2008

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  1. Building Consensus among Diverse StakeholdersUnique customer service opportunities in capital project delivery General Services Academy VI October 9, 2008

  2. Panelists • Mike Lango, Contra Costa County • Kanon Artiche, Solano County • Gerald Leoper, Alameda County • Mike Wagner, Sonoma County • Moderator: • Robert Kambak, Sonoma County

  3. Topics • Defining the Customer • Layers of Approval • Defining the Project • Public vs Private Sector • Measuring Customer Satisfaction

  4. Defining the Customers 1 • Depends on who you ask • Client department • User groups • Stakeholders • CAO • “Budgetarians” • A lot more stakeholders than customers • Building maintenance and operations

  5. Defining the Customers 2 • Public at large • Political interests – public relations • Electorate • It all rolls up to the electorate • Consultants • Regulators • Contractor – help them be successful • Different motivations

  6. Defining the Customers 3 • Everyone is a customer • People that use the building • Departments and staff that work in the bldg • Size and complexity of the project has different customer groups • Developer and or brokers

  7. Layers of Approval 1 • Funding approval • Grants • Client agency/user approval • Client’s project manager – single contact • Critical involvement • CAO • Feed back from consultants and contractors • CEQA/NEPA

  8. Layers of Approval 2 • Regulatory Agencies – outside • Some counties are self regulated • Building permits • Internal controls and procedures • Risk Management • Not linear/like a maze • Consensus is difficult to pin down

  9. Layers of Approval 3 • Every county is unique in how they fund and manage capital projects • Whoever has the money gets their project • Capital improvement plans vs. funding • Capital cost vs. operating costs • Other jurisdictions (cities, etc)

  10. Defining the Project 1 • Real asset management plan • Total inventory and total life of the project • Leased or owned • Design and construction • Small part of the overall cost, but major impact on service delivery and life cost • Needs assessment/master planning • Space standards • Programming and planning • Beware of preconceived solutions

  11. Defining the Project 2 • Need to consider the big picture – the entire portfolio and county needs • Space assignment and use (CAO drives space utilization) • Needs vs. wants • Sign off by stakeholders at phases

  12. Public vs. Private Sector 1 • Organization structure • Private sector – investors • Public sector – constituents • Private sector – competition for services (customer has a choice) • Public sector – no competition; no choice • Permitting process • Varies by county • More stringent in public sector

  13. Public vs. Private Sector 2 • Project labor agreements • Policy • Private = profit; Public = public service • Public sector = longer life of facilities • Contract award (negotiation vs. bidding) • Perception by the public • Image (Taj Mahal) • Different level of scrutiny

  14. Measuring Customer Satisfaction 1 • Post project surveys/briefings • Post occupancy assessment • Regular meetings with customers • On budget, ahead of schedule = everyone is happy • Quality of project • How can it be improved • Roof projects – does it leak? • quantifiable

  15. Measuring Customer Satisfaction 2 • Public wants good services delivered in an efficient manner • Each customer is different • Under promise and over delivery – set realistic expectations • Audit meeting 90 days after completion – customer, contractor, designer • Lessons learned • Website • Media reports can affect how the project is judged

  16. Wrap Up

  17. Where’s my handout? Completed PowerPoint to be posted on CGSA website (www.countygsa.com)

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