General Services Academy VI October 9, 2008

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)