FY02 ASA Presentation Provide Campus Utility Services

1
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

2
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 Cost25
• Asset Utilization28

3
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

4
(No Transcript)
5
Customer Perspective

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

6
Customer Segmentation
7
7,141,529 sq ft
8
9,732,007 sq ft
9
8,010,221 GSF
10
8,010,221 GSF
11
Customer Satisfaction

• Use standard customer survey form to determine
  customer satisfaction in 2003.

12
Internal Business Process Perspective

• Objectives
• Increase understanding of processes
• Identify methods to measure processes

13
Service Group Block Diagram
14
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.
15
Unique Process Measures
16
Process Measures
DS1 Meet or exceed SLA energy audit
requirement
17
Process Measures
DS2 Reduce late fees and penalties on utility
bills
18
Process Measures
DS3 Minimize Downtime
19
Process Measures
DS3 Minimize Downtime
20
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 gt50
21
Learning and Growth Perspective

• Objectives
• Enhance quality of work life for employees in
  ORS
• Maintain enhance competencies for the future
• organization.

22
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

23
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

24
Financial Perspective

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

25
Unit Cost Measures

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

26
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
27
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
28
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)

29
Asset Utilization Measures DS3
30
Asset Utilization Measures DS3
31
Asset Utilization Measures DS4
Currently refining workload and determining FTEs
required to perform preventative maintenance
requirements. Measure PMs performed/PM
scheduled
32
Conclusions and Recommendations
33
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

34
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)

35
Appendices
36
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

37
Page 2 of ASA Template
38
Customer Segmentation Graphs
39
7,141,529 sq ft
40
9,732,007 sq ft
41
8,010,221 GSF
42
8,010,221 GSF
43
Service Group Block Diagram
44
Process Maps
45
(No Transcript)
46
(No Transcript)
47
(No Transcript)
48
(No Transcript)
49
Unique Process Measures
50
Process Measures
DS1 Meet or exceed SLA energy audit
requirement
51
Process Measures
DS2 Reduce late fees and penalties on utility
bills
52
Process Measures
DS3 Minimize Downtime
53
Process Measures
DS3 Minimize Downtime
54
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 gt50
55
Learning and Growth Graphs
56
Service Group Turnover Rate (Oct 2001 - June
2002)
Turnover Rate
Service Group Number
57
Average Hours of Sick Leave Used (Oct 2001 - June
2002)
Average Hours
Service Group Number
58
Average Number of Awards Received (Oct 2001 -
June 2002)
Average number
Service Group Number
59
Average Number of EEO Complaints (Oct 2001 -
June 2002)
Average Number
Service Group Number
60
Average Number of ER Cases (Oct 2001 - June 2002)
Average Number
Service Group Number
61
Average Number of ADR Cases (Oct 2001 - June
2002)
Average Number
Service Group Number
62
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

63
Unit Cost Graphs
64
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
65
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
66
Asset Utilization Graphs
67
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)

68
Asset Utilization Measures DS3
69
Asset Utilization Measures DS3
70
Asset Utilization Measures DS3
71
Asset Utilization Measures DS3
72
Asset Utilization Measures DS4
Currently refining workload and determining FTEs
required to perform preventative maintenance
requirements. Measure PMs performed/PM
scheduled