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Building Consensus among Diverse Stakeholders
Unique customer service opportunities in capital project delivery
General Services Academy VIOctober 9, 2008
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Panelists
Mike Lango, Contra Costa County Kanon Artiche, Solano County Gerald Leoper, Alameda County Mike Wagner, Sonoma County
Moderator: Robert Kambak, Sonoma County
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Topics
Defining the Customer Layers of Approval Defining the Project Public vs Private Sector Measuring Customer Satisfaction
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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
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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
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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
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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
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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
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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)
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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
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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
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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
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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
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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
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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
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Wrap Up
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Where’s my handout?
Completed PowerPoint to be posted on CGSA website (www.countygsa.com)