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

1. FY02 Annual Self-Assessment Service Group 8:MAINTAIN 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

2. 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 Flowcharts………………42 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 Conclusions and Recommendations……………………………………..74 Conclusions from FY02 ASA..…………………………………………………75 Recommendations………………………………………………………………76

3. 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”

4. 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

7. 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

8. Customer Perspective

9. 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

10. Customer Survey Questions • 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) • Do you find the campus traffic control and informational signs accurate, appropriately located and well maintained? • During winter storms do you generally find the NIH roads, sidewalks and building entrances passable and clear of ice and snow? • If you drive through or park on the campus, do you generally find the roads and parking lots clean and well maintained? • Do you find the parking garages clean? • Demographic information

11. 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

12. Customer Survey ResultsQuestions 1-5

13. Customer Survey Results

14. 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.”

15. 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 @ 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.”

16. 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)

17. 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.

18. Customer Segmentation – DS 1

19. Customer Segmentation – DS 2

20. Customer Segmentation – DS 2

21. Customer Segmentation – DS 3

22. Customer Segmentation – DS 4

23. Customer Segmentation – DS 5

24. Internal Business Process Perspective

25. 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

26. Block Diagram for Maintain Roads, Parking Areas and Landscaping

27. DS 1 - Maintain and Enhance Campus Landscaping

28. Deployment Flow Chart – DS 1Maintain and Enhance Campus Landscaping

29. DS 2 - Provide Assistance for Campus Special Events and Requests

30. Deployment Flow Chart – DS 2Provide Assistance for Campus Special Events and Requests

31. DS 3 - Maintain and Repair (minor) Parking Structures

32. Deployment Flow Chart – DS 3Maintain and Repair (minor) Parking Structures

33. DS 4 - Maintain, Upgrade and Repair Roads, Parking Lots and Sidewalks

34. Deployment Flow Chart – DS 4Maintain, Upgrade and Repair Roads, Parking Lots and Sidewalks

35. DS 5 - Remove Snow and Ice

36. Deployment Flow Chart – DS 5Remove Snow and Ice

37. Deployment Flow Chart – DS 5Remove Snow and Ice (con’t.)

38. Deployment Flow Chart – DS 5Remove Snow and Ice (con’t.)

39. Deployment Flow Chart – DS 5Remove Snow and Ice (con’t.)

40. DS 4 - Maintain, Upgrade and Repair Roads, Parking Lots and Sidewalks

41. Deployment Flow Chart – Proposed DS 6 Provide and Install Traffic Control Signage

42. 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.

43. 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

44. 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.

45. Process Measures – DS 1

46. 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 R&W, 12 IC

47. Process Measures – DS 2

48. Process Measures – DS 2

49. 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.

50. Process Measures – DS 3