FY02 Annual Self-Assessment Service Group 8: MAINTAIN ROADS, PARKING AREAS and LANDSCAPING

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FY02 Annual Self-Assessment Service Group
8MAINTAIN ROADS, PARKING AREAS and LANDSCAPING

• Presented by
• Lynn M. Mueller, Chief, Grounds Maintenance
  Landscaping Section, PWB
• James T. Davis, GMLS General Superintendent
• Stephen H. Reed, Engineering Technician
• Office of Research Services
• National Institutes of Health
• 18 November 2002

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Table of Contents

• ASA Presentation
• ASA Template....... .5
• Customer Perspective... 8
• Customer Satisfaction ..9
• Customer Segmentation..17
• Internal Business Process Perspective.
  .24
• Service Group Block Diagram.26
• Conclusions from Discrete Services Deployment
  Flowcharts42
• Process Measures 43
• Learning and Growth Perspective
  .56
• Conclusions from Turnover, Sick Leave,
  Awards, EEO/ER/ADR Data...65
• Analysis of Readiness Conclusions
  66
• Financial Perspective.67
• Unit Cost 68
• Asset Utilization.73

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GMLS History Serving the NIH Since 1940
Four Chiefs Over Past 62 Years Stable,
Reliable, Fast Acting WorkforceGMLS MissionTo
provide a safe, functional and
aesthetically pleasing campus grounds environment
for all to enjoy. Directly involved with all 6
1995/2001 Master Plan Goals and related
Objectives.Responsible for that First
Impression
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GMLS CustomersEveryone who comes on, passes
through, or drives by the campus

• All NIH Employees
• Patients, their Families and Friends
• Visitors (consultants, vendors, deliveries,
  library users, neighbors, event attendees)
• Medical Center Metro Users
• Bicyclists and Pedestrians
• Contract and Contractor Personnel
• Passing Motorists
• TV Viewers (NOVA, Documentaries)
• Publications

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5 Discrete Services

• Maintain and Enhance Campus Landscape
• Provide Assistance for Campus Special Events and
  Requests
• Maintain Parking Structures
• Maintain, Upgrade, and Repair Roads, Parking Lots
  and Sidewalks Provide Appropriate Traffic and
  Directional Signage
• Remove Snow and Ice

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Customer Perspective
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Customer Satisfaction

• Used brief, customized, 5 question general
  survey with respondent ID and comments
• Randomly selected campus users as respondents
• Results show general overall satisfaction level
  (6.9 out of 10) with the quality of performance
  of this Service Group

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Customer Survey Questions

1. In general, do you find the NIH campus grounds
   well cared for? (Grass cut, weeds pulled, litter
   picked up and flowers and shrubs in good health)
2. Do you find the campus traffic control and
   informational signs accurate, appropriately
   located and well maintained?
3. During winter storms do you generally find the
   NIH roads, sidewalks and building entrances
   passable and clear of ice and snow?
4. If you drive through or park on the campus, do
   you generally find the roads and parking lots
   clean and well maintained?
5. Do you find the parking garages clean?
6. Demographic information

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Customer Survey Results

• 300 surveys distributed
• 156 returned
• 52 return rate
• 53 surveys included open-ended comments
• Six distribution points
• Metro to Center Drive
• Metro to Natcher Building
• Lincoln Drive Bus Shelter across from MLP-8
• Building 10/ACRF Parking Garage
• Corner of Convent Drive and Lincoln Drive
• North Drive at Building 31C
• Overall average was 6.90 out of 10

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Customer Survey ResultsQuestions 1-5
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Customer Survey Results
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Customer Survey Sample Comments

• I am proud of the NIH campus and first
  impression visitors get from seeing the grounds
  information signs accurate maybe make some a
  little easier to follow ice and snow removal has
  improved over the years, thanks parking lots
  still lots of construction.
• The weeds are bad between Building 31 and B1
  walkway to back of B1.
• Job well done.
• The landscape has been beautiful this year.
  More flowers please.
• I love your bulb show in the spring.
• I enjoy all the bird habitat.

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Customer Survey Results

• Great job on grounds. I indicated low score on
  ice because I fell and broke some bones in Jan -
  ice storm because a crosswalk was icy _at_ 8 am.
• I love the flowers. Makes the environment more
  friendly.
• Grounds are horrible. Mostly weeds especially
  by Bldg. 10. Trees untrimmed and bushes uncared
  for.
• The landscape is beautifully maintained. I
  would like to personally thank the company that
  maintains the grounds! Job well done!!
• The only comment I have is the campus is well
  maintained and I enjoy eating lunch on the picnic
  tables and taking in the beauty of the campus.
  Thank you for all you do.

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Customer Survey Results

• Many commented on non-GMLS responsibilities
• Parking Issues
• Trash Receptacles
• Building Numbers
• Personal Identification
• Lighting
• GMLS passed those comments on to the responsible
  groups
• 5 negative comments about the landscape
• Weeds (herbicides no longer used in shrub beds)

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Customer Segmentation

• Customer population for this Service Group is not
  easy to quantify
• For maintain landscaping -- Anyone traversing
  or driving through or by the campus
• For special events Group sponsoring an event
• For parking structures -- Anyone who drives
  and parks at any of the 5 MLP Garages
• For snow and ice Any pedestrian or vehicle on
  campus during winter storms
• We think about our customers in terms of the
  services we deliver.

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Customer Segmentation DS 1
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Customer Segmentation DS 2
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Customer Segmentation DS 2
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Customer Segmentation DS 3
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Customer Segmentation DS 4
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Customer Segmentation DS 5
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Internal Business Process Perspective
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Process Mapping

• The five Discrete Services in our Service Group
  cover 100 of the mission and responsibilities of
  the Grounds Maintenance and Landscaping Section
• All GMLS Discrete Services impact the 6 Master
  Plan Goals

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Block Diagram for Maintain Roads, Parking Areas
and Landscaping
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DS 1 - Maintain and Enhance Campus Landscaping
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Deployment Flow Chart DS 1Maintain and Enhance
Campus Landscaping
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DS 2 - Provide Assistance for Campus Special
Events and Requests
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Deployment Flow Chart DS 2Provide Assistance
for Campus Special Events and Requests
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DS 3 - Maintain and Repair (minor) Parking
Structures
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Deployment Flow Chart DS 3Maintain and Repair
(minor) Parking Structures
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DS 4 - Maintain, Upgrade and Repair Roads,
Parking Lots and Sidewalks
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Deployment Flow Chart DS 4Maintain, Upgrade
and Repair Roads, Parking Lots and Sidewalks
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DS 5 - Remove Snow and Ice
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Deployment Flow Chart DS 5Remove Snow and Ice
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Deployment Flow Chart DS 5Remove Snow and Ice
(cont.)
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Deployment Flow Chart DS 5Remove Snow and Ice
(cont.)
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Deployment Flow Chart DS 5Remove Snow and Ice
(cont.)
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DS 4 - Maintain, Upgrade and Repair Roads,
Parking Lots and Sidewalks
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Deployment Flow Chart Proposed DS 6 Provide
and Install Traffic Control Signage
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Conclusions from Discrete Services Deployment
Flowcharts

• Deployment flowcharts were drawn for Landscaping
  (Snow Removal), Special Events, Garage Cleaning,
  Pavement Maintenance and Signage.
• Review and analysis of the flowcharts show that
  GMLS is efficient i.e., limited handoffs,
  minimum paperwork, quick (usually same day)
  responses.
• Responses to customers concerns often go
  directly from receptionist to craftsman.
• MS2000 Work Order Recording System allows GMLS to
  record work categories against man hours.
• Data from this system will be part of 03 ASA
  analysis.

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Process Measures

• DS1 (Landscaping) Analyze increasing demands on
  GMLS staff and budget over time
• DS2 (Special Events/Requests) Analysis on
  special events/requests and required resources
• DS3 (Parking Garages) Percent of parking
  garages cleaned by end of each weekend
• DS4 (Roads and Signage) Document increase in
  demand of signage over time
• DS 5 (Snow and Ice) Improve efficiency and
  effectiveness of current winter storm support
  program

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Process Measures

• DS 1 (Landscaping)
• Most routine work (25 of GMLS budget) is
  handled under performance-based service
  contracts.
• 17 of work (new plantings, renovations and
  specialized work) is done by GMLS staff
• Demand on GMLS staff time has increased
• Renovations to upgrade aging foundation
  landscapes.
• Removals of sick and dead wild animals increase
  annually.
• Provide more flowers and landscaped passive
  areas.
• Demands to remove cigarette butts and litter
  increase yearly.
• Design/install new landscapes for smaller
  projects not provided by General Contractor
  (budget reductions).
• Comply with historical, archeological and
  environmental guidelines, regulations and
  policies.

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Process Measures DS 1
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Process Measures

• DS2 (Special Events and Special Requests)
• 100 of this Discrete Service is handled by GMLS
  staff.
• Security requests increased 900 from 2000 to
  01. Requests have remained at 2001 level in
  2002.
• Response to spills steady at about 18/year.
• Utility failure excavations greatly vary year to
  year.
• Special Events
• Average about 28/year
• 2002 35 to date 8 Community, 8 ORS, 7 RW, 12
  IC

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Process Measures DS 2
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Process Measures DS 2
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Process Measures

• DS3 (Parking Garages)
• GMLS responsible for 6 wks. following 9/11 to
  clean until contractor gained security clearance.
• GMLS covered 7 weeks cleaning period between last
  contractor changeover.
• GMLS must oversee contractor work during
  off-hours. Security requirement.
• Two planned garages will further stress GMLS
  off-hour contractor supervision requirements.
• GMLS often called to remove abandoned contractor
  debris and provide clean up services.

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Process Measures DS 3
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Process Measures

• DS4 (Roads and Signage)
• 100 of new construction of roads/sidewalks not
  associated with building projects is contracted
  through GMLS.
• GMLS provides immediate response to pavement
  failures and parking changes.
• GMLS procures and installs 100 of campus traffic
  and directional signs.
• GMLS designs most of the directional signs.
• GMLS can produce specialty signs for almost
  immediate placement.
• GMLS attempts to be the Sign Police to limit
  the proliferation of signs on campus.

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Process Measures

• DS 5 (Remove Ice and Snow)
• About 50 percent is contracted out via purchase
  order about 50 percent is done by GMLS.
• Contractor responsible for all labor intensive
  areas.
• GMLS responsible for all mechanical removals.
• Numbers types of storms vary greatly year to
  year.
• Cannot conclude past two mild winters are a long
  term trend.
• Did not institute new volunteer program last
  winter. Volunteer help not needed.
• 2001 Remove Ice and Snow ASA concluded GMLS
  compares very favorably to other like facilities.

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Process Measures DS 5
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Learning and Growth Perspective
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Service Group Turnover Rate (Oct 2001 - June
2002)
Turnover Rate
Service Group Number
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Average Hours of Sick Leave Used (Oct 2001 - June
2002)
Average Hours
Service Group Number
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Average Number of Awards Received (Oct 2001 -
June 2002)
Average number
Service Group Number
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Average Number of EEO Complaints (Oct 2001 -
June 2002)
Average Number
Service Group Number
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Average Number of ER Cases (Oct 2001 - June 2002)
Average Number
Service Group Number
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Average Number of ADR Cases (Oct 2001 - June
2002)
Average Number
Service Group Number
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Learning and Growth Data Table
No Turnover
1 EEO case out of 17 employees
No ER and ADR cases
About 1 award for every employee
Over a week sick leave per employee
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Summary of Service Group 8 Learning and Growth
Data

• No turnover
• Over a week sick leave used per employee
• About one award for every employee
• No EEO complaints, no ER or ADR cases out of 17
  employees

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Conclusions from Turnover, Sick Leave, Awards,
EEO/ER/ADR Data

• Relatively high level of Sick Leave use justified
  by employees requesting Sick Leave following all
  night winter storm duty.
• Limited Award Pool calls for careful
  determination of outstanding contributions
  (On-The-Spot Awards) over the year and year end
  Performance Awards.

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Analysis of Readiness Conclusions

• GMLS currently has the resources to meet all
  routine demands and most emergency requests.
• Qualified 8(a) contractors on hand.
• Budget allows procurement of necessary equipment.
• GMLS provides immediate responses to DPS security
  and emergency environmental requests.
• 9/11 emergency response highlighted potential
  weakness for prolonged (months) or multi-faceted
  responses.
• Due to the mild 01-02 winter, Remove Ice and
  Snow overtime was at a minimum. Majority of OT
  went to Security. A normal winter OT could have
  severely compromised the budget.

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Financial Perspective
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Unit Cost Measures

• DS1 (Landscaping)
• Unit Acre (461.4)
• 182 NIH acres of lawn and shrubs
• 279.4 NIHAC acres of fine lawn and shrub beds
• GMLS 590K/17 of the Budget
• Contractors 834K/23 of the Budget
• 3,086.00/acre/year (people, equipment, supplies)
• LMI 1996 Benchmark 2,857.00
• /- 3,217.00 w/ 2 inflation factor since 1996

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Unit Cost Measures

• DS2 (Special Events and Requests)
• Unit 1 avg. request 1,105.00/event (26 hr.x
  42.50)
• Average 28 events/yr. 30,940.00
• Purchase _at_ 4 new picnic tables/year 1,200.00
• Potential of up to 68 Special Events per year.

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Unit Cost Measures

• DS3 (MLP-Garage Cleaning)
• Unit Cleaning cost per parking space (4,802
  spaces)
• GMLS 125K/4 of the Budget
• Contractors 235K/7 of the Budget
• 74.97/parking space/year (people, equipment,
  supplies) or 1.44/space/52 weekly cleaning
• 48 contractor cleanings scheduled per year.
• GMLS cleans other 4 weekends.
• 8(a) contractor unit price steady from 2000
  through 2003.

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Unit Cost Measures

• DS4 (Pavement Maintenance Signs)
• Unit Paved Acre (96.9 total)
• 89.1 NIH acres
• 7.8 NIHAC acres
• GMLS 380K/11 of the Budget
• Contractors 700K/20 of the Budget
• 11,145.00/pavement acre/year
• New contract under negotiations Contractor Unit
  Prices expected to return to 1999 units.
• Higher level of maintenance will be provided
• Lower unit prices
• Negotiated 8(a) contract.

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Unit Cost Measures

• DS5 (Remove Ice and Snow FY 02)
• Unit Per Average Storm (past 5 years)(13.2/yr)
• 120 GMLS man hours for Average 8 hour Storm
• GMLS 42.50/man hour 5,100.00
• Contractor 6,130.00/8 hour response unit
• Materials Costs (sand/salt/de-icers) 2,430.00
• 13,660.00/storm (GMLS and contractor combined)
• Contractor Unit Cost will remain steady through
  2003.
• Volunteer costs paid by their own Section.
• Material costs can vary depending upon storm
  type.

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Asset Utilization Measures

• GMLS facilities adequate to house contractor and
  GMLS operations.
• GMLS general and specialized equipment able to
  meet routine and most emergency calls for action.
• Some specialized equipment idle time excessive
  due to seasonality or specific use of equipment,
  i.e., snow removal, utility excavations, spill
  responses, tree transplanting, leaf vacuum
• Emergency response equipment must be ready to go
• Employee resources are 100 utilized because most
  employees can do just about any job.
• Employee cross-training required since 1972.

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Conclusions and Recommendations
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Conclusions from FY02 ASA

• GMLS relied upon for overall campus
  beautification.
• GMLS provides specialized services not covered by
  GMLS contractors or by other campus contractors.
• GMLS puts out the fires and fills in the
  cracks
• GMLS able to quickly provide services that would
  take time to procure through credit cards,
  purchase orders or contract, i.e., immediate
  plant transplanting or pruning, spill clean ups,
  dead animal removal, pothole trip hazards,
  blowing litter
• 5 of 6 GMLS contracts are negotiated 8(a).
• 8(a) generally higher cost than competitive open
  bid

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Recommendations

• Make Provide Signage a discrete service in 03.
• Reduce the number of repetitive traffic control
  signs.
• In cooperation with the NIH Police
• Initiate snow removal Volunteer Response Teams.
• Establish during 02-03 season
• Initiate a campus wide Litter Reduction
  Campaign.
• Campaign initiated by GMLS with PWB oversight
• Encourage No Smoking on the grounds (Directors
  decision)
• Hold contractors responsible for repairing their
  damage to the landscape.
• Inform Project Officer in charge of contractor
• Encourage stronger contract language
• Hold contractors responsible for full cleanup of
  staging and material storage areas.
• P.O.s must conduct final inspections of all work
  areas