Building Consensus among Diverse Stakeholders

Unique customer service opportunities in capital project delivery

General Services Academy VIOctober 9, 2008

Panelists

Mike Lango, Contra Costa County Kanon Artiche, Solano County Gerald Leoper, Alameda County Mike Wagner, Sonoma County

Moderator: Robert Kambak, Sonoma County

Topics

Defining the Customer Layers of Approval Defining the Project Public vs Private Sector Measuring Customer Satisfaction

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

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

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

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

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

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)

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

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

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

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

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

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

Wrap Up

Where’s my handout?

Completed PowerPoint to be posted on CGSA website (www.countygsa.com)