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

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Presentation on theme: "Southeast Sunbelt Region 4 Service Centers GSA 2011 Customer Workshop Atlanta, GA."— Presentation transcript:

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

2 Historic Rich’s Building Sam Nunn Atlanta Federal Center Atlanta, Georgia Atlanta South 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 What is a Service Center?

3 Peachtree Summit Building Atlanta, Georgia Atlanta North 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 What is a Service Center?

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

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

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

7 Dan M. Russell, Jr. Federal Building Gulfport, MS Memphis Service Center “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) Service Centers

8 Wilke D. Ferguson U.S. Courthouse Miami, Florida Miami Service Center 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 Service Centers

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

10 Greenville Federal Building Greenville, South Carolina South Carolina Service Center 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 MARS Reviews

11 Tomochichi U.S. Courthouse Savannah, Georgia Savannah Service Center 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 In Pursuit of “Operational Excellence”

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

13 R.L. Timberlake Jr. Federal Building Annex Tampa, Florida Tampa Service Center “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 SC’s Lease Management Role

14 London Courthouse and Courthouse Annex London, Kentucky Kentucky Service Center Principles 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 2 nd 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. Lease Cure Process

15 Nashville Federal Office Building Nashville, Tennessee Nashville Service Center 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! We Want to be Your GSA Advisor Help Us Help YOU

16 Richard B. Russell Federal Building Pavilion Atlanta, GA Atlanta Central Service Center We need the Lessor to stay on top of… 1.Ensuring the SC is aware of Customer Requests 2.Completion of Cure Notice Items 3.Communicating potential gaps observed between service called for by lease and service actually needed 4.Communicating possible non-compliance with Lease terms by Customer 5.Notification of any discrepancies with costs or payments associated with Customer Requests GSA partners with you to assist in these areas! SC’s Top 5 Priorities for Lessor

17 Richard B. Russell Federal Building Pavilion Atlanta, GA Atlanta Central Service Center Thecla LindseyAlabama SC(205) Jason WithersAtlanta Central SC(404) Jimmie KernsAtlanta North SC(404) Albert RouseAtlanta South SC(404) Christopher Morgan Kentucky SC(502) Clayton HopperMemphis SC(404) Donald RollinsMiami SC(305) Dennis GentryNashville SC(615) Michael KingNorth Carolina SC(704) Michael LawsonSavannah SC(912) Art BeardSouth Carolina SC(803) Daniel SextonTampa SC(813) Questions?

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