Performance Management Presentation Manage Property Management Finances

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Performance Management PresentationManage
Property Management Finances

• Team Leader
• Joyce Sweasy
• Team Members
• Mark Headings, Matthew Longabaugh,
• Kathleen Courie, Sherry Wu
• ORS/OBSF/SAFB
• National Institutes of Health
• Date January 7, 2004

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Table of Contents

• Main Presentation
• PM Template .
• Customer Perspective..
• C2 Provide accurate data to customers
• C6 Improve customer satisfaction
• Internal Business Process Perspective..
• IB2 Accurate billing and payment for rent,
  membership services and leased space.

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Table of Contents (cont.)

• Learning and Growth Perspective..
• LG2 Ensure that staff members are
  cross-trained in all mission related
  areas and discrete services so there is no
  interruption of services in the
  absence of a staff member.
• Financial Perspective
• F1 Maintain unit costs.
• Conclusions and Recommendations ..
• Appendix...

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(No Transcript)
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Relationship Among Performance Objectives
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Customer Perspective
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Customer Perspective (cont.)
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C2a Customers Responses to CSS Survey
Questions on Accuracy
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Customers Responses for CSS Survey Questions on
Accuracy (Detail)
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C2b Customers Responses to Lessor Survey
Questions on Accuracy
Drop in FY03 attributed to 1 Lessors issue
with Treasury deductions.
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C2b Customers responses to Lessor Survey on
Accuracy (Detail)
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Customer Perspective (cont.)
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C6a Customers Responses for Improved CSS
Features
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Same 5 Lessors responses for survey question on
overall satisfaction
Drop in FY03 due to 2 Lessors issues with NIHs
payment procedures.
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C6b Customers Responses to Lessor Survey
Question on Overall Satisfaction
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Internal Business Process Perspective
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Internal Business Process Perspective
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IB2a Measurement Number of ADB entries
requiring correction due to SAFB errors.

• In FY03, SAFB entered 13,018 financial entries in
  the ADB system. 100 of these entries were made
  accurately / without errors.

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IB2b Measurement Sufficient revenue collected
to cover rent program expenses.

• In January 2002, SAFB prepared and submitted the
  FY2003 Rent Program operating budget for revenue
  required to cover all rent program expenses.
• A high rate of accuracy in both the forecasting
  of costs and the collection of revenue was
  achieved with a rate of 99.7 of the expenses
  covered by the revenue collected through the NIH
  rent Program / CSS.

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Learning and Growth Perspective
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Learning and Growth Perspective
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L2. Measurement Cross training all SAFB staff
members to perform at least one function that is
outside of their specific mission responsibility
area, to ensure no disruption to the performance
of the SAFB mission during the absence of staff
member(s).

• In FY03, three staff members were fully trained
  to perform the responsibilities and tasks
  associated with the CSS, responding to Rent
  Program inquiries, and providing financial
  analysis services. Three staff members were
  fully trained to perform the responsibilities and
  tasks associated with the lease payment process.
•  
• In FY04 and FY05, SAFB staff will conduct monthly
  internal cross training of other staff members,
  with the goal of having at least three staff
  members able to perform each of the major mission
  functions of the branch.

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Financial Perspective
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Financial Perspective (cont.)
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F1 Measurement Maintain invoice processing
costs (associated with leased properties).
In FY03, SAFB processed 1,174 invoices for
payment of construction-related services and
2,243 payments for rent, operating expenses,
taxes, maintenance and other rent related
payments to the Lessors.   The payment process
required 13,018 individual ADB entries. In FY03
the costs associated with the Process Lease
Payment discrete service was ________. The
actual unit cost for this service was
____________ per invoice.   In FY03 the costs
associated with the Manage the Consolidated
Statement of Services discrete service was
_____. The actual unit cost for this service was
_____________.   In FY03 the costs associated
with the Manage and Consult on Rent Program
Finance discrete services was _____. The
actual unit cost for this service was
___________.   The target goals for FY04 and FY05
is to maintain the unit cost of each of these
services, since the actual SAFB performance in
each of these discrete services is near the
optimum performance level, given the staffing
size of SAFB.
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Conclusions
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Conclusions from PMP

• Major Findings
•  
• SAFB is operating at a high degree of efficiency
  in terms of customer satisfaction, accuracy and
  timeliness.
•  
• SAFB is performing each of its discrete services
  at near optimum level of success and in a cost
  efficient manner.
•  
• Improvements Achieved / Highlights
•  
• In FY03, in each of the critical areas
  highlighted on the CSS Survey, SAFB has achieved
  a higher customer satisfaction rating than that
  achieved in FY02.
•  
• In FY03, major improvements were made to the CSS.
  The CSS now provides more data for use by the
  ICs to manage their rent budget .
•  
• In FY03 SAFB began the monumental task of pulling
  together comprehensive data on every aspect of
  the Rent Program to create a NIH Rent Program
  Rule Book. Publication of the Rule Book is
  targeted for FY04.
•  
• In FY03, one SAFB Financial Analyst staff member
  received certification as a Federal Financial
  Manager through intensive formal training and
  certification testing.

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Conclusions from PMP (Cont.) SAFB achieved a
high rate of accuracy in both forecasting the
rent program budget and collecting revenue. 99
of the expenses of the program were collected
through the CSS.SAFB entered 13,018 financial
entries in the ADB system. 100 of these entries
were made accurately / without error.SAFB
received and processed 1,174 rent and alteration
invoices in FY03. All of these invoices were
processed with 2 business days of the invoices
acceptance date. Highlighted Initiatives for
FY 04

•  

  Publication of the NIH Rule Book   Continued
improvements to the CSS and data available to the
ICs via the CSS (links to CSS project/milestone
schedule, process maps, and rule book.   In FY04
an additional Financial Analyst staff member will
be scheduled for training and certification as a
Federal Financial Manager.
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• Appendix Content
• Full Template (Objectives, Measures, Goal,
  Initiatives, Owner)
• Customer Perspective - Objectives
• C1 Provide Timely Services to Customers
• C3 Response to Customer Inquires on Rent
  Program Issues
• C4 Improve Customer Communications
• C5 Improve Understand of NIH Customer Needs
• Internal Business Process Perspective -
  Objectives
• IB1 Timeliness Billing and Payment
  Transactions
• IB3 Improve Documentation of Rent Program
  Processes, Procedures and Policies.

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Appendix Content (cont.)

• Internal Business Process Perspective -
  Objectives
• IB1 Timely Billing and Payment Transactions
• IB3 Improve Documentation of Rent Program
  Processes, Procedures and Policies.
• Learning and Growth Perspective - Objectives
• LG1 Improve Staff Knowledge and Proficiency in
  NIH/ORS/ORF Facilities, Financial and
  Business Systems

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Appendix Content (cont.)
Process Maps   Process Lease Payments Manage
Property Management Finance Mange the
Consolidated Statement of Services   Customer
Survey   Consolidated Statement of Services
Survey/IC Survey Lease Payment/Lessor
Survey CSS Survey Results Comparison FY02 to
FY03   Consolidated Statement of Services Project
/ Milestone Schedule
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Customer Perspective
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Customer Perspective
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C1a Customer Responses to CSS Survey Question
on Timeliness
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C1b Customer Responses to Lessor Survey on
Timeliness
Drop in FY03 attributed to Lessors resistance
to adherence to NIH payment procedure.
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C1b Detail Customer Responses to Lessor Survey
on Timeliness
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Customer Perspective (cont.)
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C3a Customers Responses to CSS Survey Question
on Responsiveness
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C3b Measurement Number of inquiries received
and responded to by SAFB staff within 16 business
hours of the inquiry

• In FY03, SAFB received 1,243 inquiries related to
  lease issues and 579 inquiries related to other
  issues, totaling 1,822 customer inquiries. 80 of
  these inquiries were responded to within 16
  business hours, while the remaining 20 were
  responded to within 8 business hours.

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Customer Perspective (cont.)
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C4a Customers Responses to CSS Accuracy
Average Score for CSS Accuracy
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C4b Measurement Number of annual CSS training
sessions provided to NIH IC customers

• SAFB Staff conducted 4 hands-on training sessions
  on the use, navigation and content of all aspects
  of the CSS
• ICs were invited to send any individual from
  their organization who would benefit from the
  training.
• SAFB staff provided reference material, and the
  use of lap top computers to enable attendees to
  obtain hands-on training.

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C4c Customers Responses to Survey Question on
Process Improvement SAFB Made in FY03
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Customer Perspective (cont.)
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C5a Customers Responses for Potential New CSS
Features
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C5b Measurement Customer feedback on quality
and effectiveness of the SAFB provided CSS
training.

• SAFB conducted 4 training sessions in FY03.
• 100 of the IC attendees at these sessions said
  that the training was of high quality, effective
  and met their CSS training needs.

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Internal Business Process Perspective
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IB1a Measurement Number of quarterly CSS
available to ICs the 1st week of each FY quarter.

• ICs are billed for all Rent Program and
  Membership Service use costs on a quarterly basis
  via the CSS.
• 100 of the CSS were available to the ICs by the
  first week of each quarter in FY03.

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IB1b Measurement Number of accurate / complete
invoices processed within 2 business days of the
invoice acceptance date

• SAFB received and processed 1,174 rent and
  alteration invoices in FY03. All of these
  invoices were processed within 2 business days of
  the invoice acceptance date.

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Internal Business Perspective
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Internal Business Process Perspective
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IB3a Measurement Publication of a NIH Rent
Program Rule Book that provides a comprehensive
source for the documentation of rules, policies,
procedures and a history of the NIH Rent Program.

• In FY03, SAFB began the process of developing an
  NIH Rent Program Rule Book.
• It is SAFBs goal that the Rent Program Rule Book
  will be fully staffed to appropriate OD, ORS and
  ORF offices, approved and published in FY2004.
• To educate the customers on the Rent Program, it
  is SAFBs intent that a link be provided within
  the web CSS, so that customers can conveniently
  access the Rule Book.
• SAFB will maintain and update this book.

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In FY03, SAFB prepared a process map for each
discrete service.In FY03, SAFB provided all the
Lessors for NIH leased space, the process map for
the lease payment process. This map was made
available as an attachment to the SAFB Lessor
Survey via Web site. http//www.nih.gov/od/ors/o
d/obsf/safb/surveys/safb_survey.htm This web
site will be used in FY04 to distribute the SAFB
Lessors survey in June 2004, and also to make
general information regarding NIHs financial
lease management and payment process available to
the Lessors.On a quarterly basis SAFB will
review the processes and update the maps as
needed, identifying bottlenecks and working with
SAFB to resolve or mitigate bottlenecks caused by
internal processes and work with interfacing
organizations to resolve those resulting from the
processes of offices outside of SAFB.In FY04
SAFB will publish the process maps via a link on
the web CSS for the purpose of education the ICs
on the various Rent Program processes.
IB3b Measurement Publication of a process map
for each SAFB discrete service.
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• In FY03, NIH monthly invoice process instructions
  and flow charts were available in SAFBs survey
  website for the Lessors.
• This reference material provided Lessors
  information on invoice related processes and
  procedures.

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IB3c Measurement Publication of a CSS
Milestone Schedule.
In FY03, SAFB initiated quarterly meetings with
all NIH offices/ individuals involved in the
process of preparing the quarterly CSS. A project
milestone schedule was developed setting forth a
full project schedule and delivery dates. During
these quarterly meetings, all parties agree to
meet their specific milestone deadline, and any
potential problems and delays are resolved. The
schedule is update when necessary. In FY04 and
FY05, the CSS Milestone Schedule will be made
available to the ICs via a link to the web CSS.
In this way, SAFB can educate IC customers on the
steps involved in preparing the quarterly CSS,
the milestone dates for release of the CSS to the
ICs, the window for IC entry of accounting data,
and the financial obligation dates.
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Learning and Growth Perspective
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Learning and Growth Perspective
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L1 Measurement SAFB staff knowledge and
proficiency in the use of NIH/ORS/ORF systems to
more effectively perform the SAFB mission.
Systems Accounting Data Base (ADB) Web
Consolidated Statement of Services (CSS) Date
Warehouse (DW) Facilities Information
Management System (FIMS) Visual Status of
Funds (VSOF)   In FY03, SAFB staff demonstrated
knowledge and proficiency as follows   ADB
50 of staff DW 50 of staff VSOF 50
of staff FIMS 50 of staff Web CSS 80 of
staff   SAFB Staff Responsibilities (total of 5
staff members including branch chief) Overall
Rent Program Management 1 staff
member Process Lease Payments - 1.60 staff
members CSS - 2.40 staff members  In FY04
and FY05, SAFB intends to increase staff
proficiency and knowledge in all systems. At the
present time, all staff members are fully
knowledgeable and proficient in the systems that
are critical to the performance of their specific
responsibility area. Training will consist of
internal SAFB training and training, if offered
by the program areas responsible for the systems.
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Process Maps
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Process Lease Payment
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Manage and Consult on Rent Program Finance

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Consolidated Statement of Services Survey / IC
Survey
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Usefulness of Possible New CSS Features   1.      
Please rate how useful you would find these
features Not at all useful Neutral Extremely
useful 1 2 3 4 5
6 7 8 9 10 f.        
Detailed Census Table for your IC g.       A
Current Management Fund Statement for your
IC h.       Other ORS/ORF Fee for Service
Statements for your IC i.         A detailed
Rent Policy/Rule Book j.         A Facility
Manager Building Table k.        A Rent
Rate Table l.         An ORS/ORF
Organization Chart    
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Customer Service
2. How satisfied are you with Space
Administration Finance Branch (SAFB) customer
service with regards to
Extremely unsatisfied Neutral Extremely
satisfied 1 2 3 4 5
6 7 8 9 10 a.
Accuracy of response b. Availability c. Respo
nsiveness d. Convenience e. Competence f.
Handling problems
NIH Rent Program
3.       Please rate how much you agree or
disagree with the following
Strongly Disagree Neutral Strongly Agree 1
2 3 4 5 6 7
8 9 10   f.         Rent, Subsidy
TIA financial data are accurate g.       Space
data are accurate h.       The rent
adjustments are clear understandable i.       
  Rent start dates are clear understandable j
.         Tenant allowance premiums are clear
understandable k.        The OD/CC rent subsidy
is clear understandable The NIH Occupancy
Agreement is clear understandable
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Membership Fee Services
4. Please rate how much you agree or
disagree with the following
Strongly Disagree Neutral Strongly Agree 1
2 3 4 5 6 7
8 9 10   n.       Membership
Fee financial data are accurate o.      
Census data are accurate p.       The
numbers of units are accurate q. The
Service descriptions are clear understandable
Usefulness of Possible New CSS Features
5. Please rate how useful you would find these
features
Not at all useful Neutral Extremely
useful 1 2 3
4 5 6 7 8 9
10   r. Detailed Census Table for your
IC s.       A Current Management Fund
Statement for your IC t.         Other ORS/ORF
Fee for Service Statements for your IC u.      
A detailed Rent Policy/Rule Book v.        A
Facility Manager Building Table w.      A
Rent Rate Table x.        An ORS/ORF
Organization Chart
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Overall   6. Overall how much of an improvement
do you believe the FY03 CSS is over the FY02
CSS?   Much worse Same Much better 1
2 3 4 5 6
7 8 9 10   7. What
is your overall opinion of the ORS Consolidated
Statement of Services (CSS)?   Extremely
unsatisfied Neutral Extremely satisfied
1 2 3 4 5
6 7 8 9 10
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Lease Payment Lessor Survey
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Consolidated Statement of Services Survey Result
Comparison FY02 to FY03
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Sample of CSS Milestone Schedule