1. Southeast Sunbelt Region 4 Service Centers
GSA 2011 Customer Workshop
Atlanta, GA

2. What is a Service Center?
Local GSA Customer Service & Property Management
Day-to-Day Federal Building Operation
Customer Liaison to Lessor in Leased location / Lease Admin. & Management
Local Project Managers
Assist Customers with Project Development
Prepare Scope of Work (SOW) & Cost Estimates
Build multidisciplinary team to execute, communicate, and manage construction
Historic Rich’s Building
Sam Nunn Atlanta Federal Center
Atlanta, Georgia
Atlanta South Service Center

3. What is a Service Center?
Access to Regional Resources
“Face” to the Customer
Answers questions / provide solutions
Assists with technical & long-term planning
Service Center Directors
Provide management direction & leadership to local GSA staff
Navigate different organizational areas of responsibility to meet customer needs
Implementation of key initiatives
Peachtree Summit Building
Atlanta, Georgia
Atlanta North Service Center

4. Region 4 Service Centers
Courtney DeBord
Director, Service Center Division
Martin Luther King Jr. Federal Building
Atlanta, Georgia
Atlanta Central Service Center
Julius Goodman
Deputy Director, Service Center Division

5. Region 4 Service Centers Contacts
Dennis Gentry
Nashville
Michael King
North Carolina
Art Beard
South Carolina
GSA Office
GSA Satellite Office
Christopher Morgan
Kentucky
Jimmie Kearns
Atlanta North
Clayton Hopper
Memphis
Jason Withers
Atlanta Central
Montgomery Federal Building and Courthouse
Montgomery, Alabama
Alabama Service Center
Thecla Lindsey
Alabama
Albert Rouse
Atlanta South
Donald Rollins
Miami
Daniel Sexton
Tampa
Michael Lawson
Savannah

6. Service Centers’ “Mission Balance”
SERVICE DELIVERY FOR YOU & YOUR CUSTOMERS
OMB Requirements as the “Govt’s Business Manager”
__________________
Executive Orders
__________________Audits/Mgmt. Controls
SERVICE CENTERS
Gene Snyder U.S. Customs and Courthouse
Louisville, Kentucky
Kentucky Service Center

7. Service Centers “Government Business Manager”
Maximize use of federally controlled space
Receive Fees for work/services provided (example: Overtime Utilities)
Receive Fees for building, operating and constructing space according to OMB requirements (OMB/PBS Pricing Policy)
Dan M. Russell, Jr. Federal Building
Gulfport, MS
Memphis Service Center

8. Wilke D. Ferguson U.S. Courthouse
Service Centers
Support of Executive Orders/Initiatives
Use of federal space, historic properties and locating in CBD’s
Contracting in support of socioeconomic initiatives (small/minority owned business, sight-impaired concessionaries, NISH contractors)
Sustainable operations and construction – improved energy performance of government’s real estate portfolio
Now and Future – reduce government’s overall rent bill
Wilke D. Ferguson U.S. Courthouse
Miami, Florida
Miami Service Center

9. Customer Transactions
Performance Measures
Project Delivery
Water Reduction
FFO (Leased)
Energy Reduction
Leasing Cycle Time
Allocation of Space
Duncan Federal Building
Knoxville, Tennessee
Nashville Service Center
RWA Cycle Time
Capital Cycle Time
Project Management

10. MARS Reviews Service Centers Evaluated on a 2-year Cycle
Evaluation team comprised of program experts from regional office
15 key program areas measured according to standards of excellence:
Financial Management
Procurement
Operations & Maintenance
Elevators
RWA’s
Repair & Alterations program
Building Services
Concessions
Lease Administration
COOP
Safety & Environmental
Fire Protection
Portfolio Management
Child Care
Greenville Federal Building
Greenville, South Carolina
South Carolina Service Center

11. In Pursuit of “Operational Excellence”
Self-Measurement
Customer satisfaction
Efficiency (operating cost vs. private sector)
Energy savings
Construction completion timeliness
Program integrity (MARS reviews)
Human Capital
Professional certifications (RPA, LEED)
Credentialed architects, engineers and project managers
Tomochichi U.S. Courthouse
Savannah, Georgia
Savannah Service Center

12. In Pursuit of “Operational Excellence”
Buildings
LEED and Energy Star® performance
Building automation systems to monitor conditions, improve operational management & efficiency
Veach-Bailey Complex
Asheville, North Carolina
North Carolina Service Center

13. SC’s Lease Management Role
“Seamless handoff” – establishing appropriate relationships and getting services in place (OT Utilities order, custodial services for non-fully serviced leases)
Inspect leased property, compare conditions against lease terms and lessor’s periodic schedule of services
Manage periodic services such as cyclic carpet/paint replacements
Manage lease alterations when no change to lease terms (i.e. no space expansion)
Communicate/resolve deficiencies/initiate cures as needed
Satisfy the needs of end users – bridge gaps between lease terms and expectations of on-site customers
R.L. Timberlake Jr. Federal Building Annex
Tampa, Florida
Tampa Service Center

14. Lease Cure Process Principles Enforcement
Constrained by the terms of the lease
GSA actions, deadlines and penalties must be legally enforceable
Provide the lessor fair opportunities to correct
Enforcement
Initial inspection by GSA identifies deficiency
PM issues letter to lessor identifying deficiency & providing deadline for correction: PM monitors
If due date passes, formal cure initiate w/concurrence of Realty CO; another letter issued with new date; PM monitors correction
If 2nd due date passes, legal staff consulted, initiate GSA correction (develop SOW, estimate, GSA CO on board to procure)
Realty CO send outs letter #3, PM monitors, if no action, pursue GSA funding to execute contract remedial work.
London Courthouse and Courthouse Annex
London, Kentucky
Kentucky Service Center
Lots of acronyms in this one. Please ask questions.

15. We Want to be Your GSA Advisor Help Us Help YOU
Do your employees at each facility…
Know how to report issues to GSA to facilitate quick resolution?
Understand the service levels they are entitled to under their lease/occupancy agreement?
Understand their Occupant Emergency Plan (OEP)?
Know how to order OT Utilities?
Understand their responsibility for reducing energy consumption/waste per Executive Order 13423?
Understand the consequences of directing the lessor or a contractor to perform work?
GSA can partner with you to assist in these areas!
Nashville Federal Office Building
Nashville, Tennessee
Nashville Service Center

16. SC’s Top 5 Priorities for Lessor
We need the Lessor to stay on top of…
Ensuring the SC is aware of Customer Requests
Completion of Cure Notice Items
Communicating potential gaps observed between service called for by lease and service actually needed
Communicating possible non-compliance with Lease terms by Customer
Notification of any discrepancies with costs or payments associated with Customer Requests
GSA partners with you to assist in these areas!
Richard B. Russell Federal Building Pavilion
Atlanta, GA
Atlanta Central Service Center

17. Questions? Thecla Lindsey Alabama SC (205) 731-0135 Jason Withers
Atlanta Central SC
(404)
Jimmie Kerns
Atlanta North SC
(404)
Albert Rouse
Atlanta South SC
(404)
Christopher Morgan
Kentucky SC
(502)
Clayton Hopper
Memphis SC
(404)
Donald Rollins
Miami SC
(305)
Dennis Gentry
Nashville SC
(615)
Michael King
North Carolina SC
(704)
Michael Lawson
Savannah SC
(912)
Art Beard
South Carolina SC
(803)
Daniel Sexton
Tampa SC
(813)
Richard B. Russell Federal Building Pavilion
Atlanta, GA
Atlanta Central Service Center