FY02 ASA Presentation Provide Campus Utility Services

FY02 ASA Presentation Provide Campus Utility Services Presented by:Terry Christensen Team Members Peter Baum John Dattoli Sahzeia Hampton Greg Leifer Paul Sebastian Adam Wolfe Office of Research Services National Institutes of Health 18 November 2002

Table of Contents Main Presentation ASA Template ……………………………….……………………………….4 Customer Perspective……………………….……………………………….5 Customer Segmentation …………………….……………………………………6 Customer Satisfaction……………………….……………………………………11 Internal Business Process Perspective……………………………………12 Service Group Block Diagram…………………………………………………..13 Conclusions from Discrete Services Deployment Flowcharts……………….14 Process Measures………………………………………………………………..15 Learning and Growth Perspective………………………………………….21 Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data……..22 Analysis of Readiness Conclusions…………………………………………….23 Financial Perspective………………………………………………………..24 Unit Cost……………………………………………………………………………25 Asset Utilization……………………………………………………………………28 Conclusions and Recommendations……………………………………….32 Conclusions from FY02 ASA..……………………………………………………33 Recommendations…………………………………………………………………34

Table of Contents Appendices Page 2 of your ASA Template Customer segments graphs Block diagram Process maps Process measures graphs Learning and Growth graphs Analysis of Readiness Information Unit cost graphs Asset utilization graphs

Customer Perspective • Objectives • Increase understanding of customer base • Increase customer satisfaction

Customer Segmentation

7,141,529 sq ft

9,732,007 sq ft

8,010,221 GSF

Customer Satisfaction Use standard customer survey form to determine customer satisfaction in 2003.

Internal Business Process Perspective • Objectives • Increase understanding of processes • Identify methods to measure processes

Service Group Block Diagram

Conclusions from Discrete Services Deployment Flowcharts • Service group completed 4 deployment • flowcharts for 4 discrete services. • A major service was identified that was • previously omitted (Purchase energy and • utilities). • Services are not really discrete but are • integral to the overall service of providing • utilities.

Unique Process Measures

Process Measures DS1: Meet or exceed SLA energy audit requirement

Process Measures DS2: Reduce late fees and penalties on utility bills

Process Measures DS3: Minimize Downtime

Process Measures DS4: % of preventive maintenance performed on time Currently refining CMMS system to identify individual distribution system components to better monitor maintenance performance Target for 2003: >50%

Learning and Growth Perspective • Objectives • Enhance quality of work life for employees in ORS • Maintain & enhance competencies for the future • organization.

Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data • Eight percent employee turnover • 43 hours sick leave used per employee • Approximately one award per employee • Three Employee Relations cases out of 52 employees

Analysis of Readiness Conclusions • Timely extension of service and supply contracts • New test equipment required to ensure service quality • Electrical reliability requires switchgear upgrades • Evaluate need for new positions to operate and maintain new equipment • Upgrade compressed air equipment to meet load • Technological training to address microprocessor-based controls and monitoring

Financial Perspective • Objectives • Minimize unit cost at a defined service level • including benchmarking utility rates with similar • government institutions. • Maximize utilization of assets.

Unit Cost Measures • Scheduled to redefine discrete services with OBSF to allow more accurate and meaningful unit cost figures to better track service economy

Unit Cost Measures UCINN - University of Cincinnati, Cincinnati, OH PWCJ - Navy Public Works Center, Jacksonville, FL UVA - University of Virginia, Charlottesville, VA PWCN - Navy Public Works Center, Norfolk, VA PWCC - Navy Public Works Center, Charleston, SC PWCW - Navy Public Works Center, Washington, DC GSA - General Services Administration, Washington, DC NIH - National Institutes of Health, Bethesda, MD PWCGL - Navy Public Works Center, Great Lakes, IL

Asset Utilization Measures: DS1 • Three contract vehicles to perform building • audits and provide financing for project • implementation. • Currently using all three sources • (Pepco, WG, DOE – ESPC)

Asset Utilization Measures: DS3

Asset Utilization Measures: DS4 Currently refining workload and determining FTEs required to perform preventative maintenance requirements. Measure: PMs performed/PM scheduled

Conclusions and Recommendations

Conclusions from FY02 ASA • Need for redefining discrete services • Refinement of CMMS system to capture labor costs • Consolidation of data systems to provide meaningful results • Exceeding SLA requirement for providing steam and chilled water • Substantially reduced late fees and penalties from previous years

Recommendations • Meet with OBSF to redefine discrete services to capture all services (Nov 2002) • Populate, refine and implement Preventative Maintenance program using CMMS system (Apr 2003) • Complete annual customer survey (FY 2003)

Appendices

Appendices • Include the following: • Page 2 of your ASA Template • Customer segments graphs • Block diagram • Process maps • Process measure graphs • Learning and Growth graphs • Analysis of Readiness Information • Unit cost graphs • Asset utilization graphs

Page 2 of ASA Template

Customer Segmentation Graphs