general services academy v competitive fleet services

General Services Academy VGeneral Services Academy VCompetitive Fleet ServicesCompetitive Fleet Services

September 19, 2007September 19, 2007

JOHN CLEMENTS, FLEET MANAGERJOHN CLEMENTS, FLEET MANAGER SAN DIEGO COUNTYSAN DIEGO COUNTY

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““Without Continual Growth and Without Continual Growth and Progress, Such Words as Progress, Such Words as

Improvement, Achievement, and Improvement, Achievement, and Success Have No Meaning”Success Have No Meaning”

Benjamin FranklinBenjamin Franklin

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WHAT ARE WE GOING TO TALK WHAT ARE WE GOING TO TALK ABOUT?ABOUT?

WHO WE AREWHO WE AREHOW DID SAN DIEGO COUNTY FIND THE HOW DID SAN DIEGO COUNTY FIND THE SPIRIT OF COMPETITON?SPIRIT OF COMPETITON?WHAT DO COMPETITIVE FLEET SERVICES WHAT DO COMPETITIVE FLEET SERVICES LOOK LIKE?LOOK LIKE?WHAT DOES THE COMPETITION LOOK WHAT DOES THE COMPETITION LOOK FOR?FOR?CAN COMPETITION BE GOOD?CAN COMPETITION BE GOOD?CAN COMPETITION BE BAD?CAN COMPETITION BE BAD?FINAL THOUGHTSFINAL THOUGHTS

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SAN DIEGO COUNTY HAS IT ALLSAN DIEGO COUNTY HAS IT ALL

3 MILLION POPULATION3 MILLION POPULATION4,260 SQUARE MILES4,260 SQUARE MILES17,000 COUNTY EMPLOYEES/35 17,000 COUNTY EMPLOYEES/35 DEPARTMENTSDEPARTMENTSBEACHES, FOOTHILLS, MOUNTAINS, BEACHES, FOOTHILLS, MOUNTAINS, DESERTSDESERTSSUN TAX – HIGHEST COST OF JUST SUN TAX – HIGHEST COST OF JUST ABOUT EVERYTHINGABOUT EVERYTHING

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FLEET MANAGEMENT WHO?FLEET MANAGEMENT WHO?

3,850 VEHICLES3,850 VEHICLES8 MAINTENANCE FACILITIES8 MAINTENANCE FACILITIES21 REFUELING STATIONS21 REFUELING STATIONS58 FLEET POSITIONS58 FLEET POSITIONSBUDGETS: BUDGETS: – MAINTENANCE - $9 MILLIONMAINTENANCE - $9 MILLION– FUEL - $10 MILLIONFUEL - $10 MILLION– EQUIPMENT ACQUISITION - $14 MILLIONEQUIPMENT ACQUISITION - $14 MILLION

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SAN DIEGO COUNTY FLEET MANAGEMENTVISION:

We will be recognized by our customers as a valuable partner and as their preferred service provider

MISSION:

To exceed our customer’s expectations in providing complete vehicle services in a safe, responsive, efficient, environmentally sound, innovative and cost-effective

manner

GOALS:

To be the Vendor of Choice for our customers, the Employer of Choice for our employees and an Industry Leader to our peers

VALUES:

*Pride – In the work we do*Honesty – In all of our transactions*Integrity – In our business, customer and personal relationships*Focus – On our mission and

vision*Respect – For ourselves. fellow employees and customers*Safety – In our work practices*Quality – Our ultimate product will be the best*Creativity – Always seeking ways to improve*Professionalism – Know our business well*Communication – To provide information accurately and timely *Environmentally Sensitive – Continuous

steps to protect and preserve our environment

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OUR STORYOUR STORYWHERE WE WEREWHERE WE WERE

2 SEPARATE FLEETS – GENERAL SERVICES AND 2 SEPARATE FLEETS – GENERAL SERVICES AND PUBLIC WORKSPUBLIC WORKSDUPLICATE FLEET ADMINISTRATIONSDUPLICATE FLEET ADMINISTRATIONSSEPARATE BUDGETS – GENERAL FUND AND SEPARATE BUDGETS – GENERAL FUND AND STATE GAS TAXSTATE GAS TAXSHARED FLEET MANAGEMENT INFORMATION SHARED FLEET MANAGEMENT INFORMATION SYSTEM AND AUTOMATED FUEL SYSTEMSYSTEM AND AUTOMATED FUEL SYSTEMDUPLICATE PARTS SYSTEMS SUPPORTED BY DUPLICATE PARTS SYSTEMS SUPPORTED BY CENTRALIZED PURCHASING DEPARTMENTCENTRALIZED PURCHASING DEPARTMENT““NOT THE BEST” CUSTOMER SERVICENOT THE BEST” CUSTOMER SERVICE

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CENTRALIZED FLEET MANAGEMENT BY GENERAL CENTRALIZED FLEET MANAGEMENT BY GENERAL SERVICESSERVICESMAINTENANCE PROVIDED BY MANAGED MAINTENANCE PROVIDED BY MANAGED COMPETITION BUSINESS UNITCOMPETITION BUSINESS UNITSINGLE REFUELING INFRASTRUCTURESINGLE REFUELING INFRASTRUCTUREPARTS SYSTEM ADMINISTERED BY NAPAPARTS SYSTEM ADMINISTERED BY NAPACENTRALIZED BUDGET UNITCENTRALIZED BUDGET UNITIDENTICAL CHARGING AND BILLING STRUCTUREIDENTICAL CHARGING AND BILLING STRUCTURESTANDARDIZED VEHICLE ACQUISITION PROGRAM STANDARDIZED VEHICLE ACQUISITION PROGRAM WITH FORD MOTOR COMPANYWITH FORD MOTOR COMPANYSTRONG CUSTOMER SERVICE PROGRAMSTRONG CUSTOMER SERVICE PROGRAM

OUR STORY…OUR STORY…WHERE WE ARE TODAYWHERE WE ARE TODAY

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OFFICE OF MANAGED COMPETITION AND OFFICE OF MANAGED COMPETITION AND REENGINEERING ESTABLISHED IN 1998REENGINEERING ESTABLISHED IN 1998MANAGED COMPETITION CRITERIAMANAGED COMPETITION CRITERIA– SIZE OF PROGRAM – STAFF AND BUDGETSIZE OF PROGRAM – STAFF AND BUDGET– PRIVATE SECTOR COMPETITION – “YELLOW PRIVATE SECTOR COMPETITION – “YELLOW

PAGES TEST”PAGES TEST”– POTENTIAL FOR SAVINGSPOTENTIAL FOR SAVINGS– LEGALITY OF CONTRACTINGLEGALITY OF CONTRACTINGFORMAL PROCESS FOR BIDDING, FORMAL PROCESS FOR BIDDING, EVALUATION, AND AWARD OF CONTRACT EVALUATION, AND AWARD OF CONTRACT ESTABLISHEDESTABLISHED

OUR STORY…OUR STORY…SAN DIEGO COUNTY MANAGED SAN DIEGO COUNTY MANAGED

COMPETITION PROGRAMCOMPETITION PROGRAM

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OUR STORY…OUR STORY…SAN DIEGO COUNTY MANAGED SAN DIEGO COUNTY MANAGED

COMPETITION PROGRAMCOMPETITION PROGRAM

HOW DID WE WIN?

WE ANSWERED ONE QUESTION…IF WE WERE TO START THE FLEET

MAINTENANCE UNIT TODAY –HOW WOULD WE DO IT?

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RUN FLEET MAINTENANCE LIKE A PRIVATE RUN FLEET MAINTENANCE LIKE A PRIVATE BUSINESS – NOT A GOVERNMENTBUSINESS – NOT A GOVERNMENTIDENTIFY “TRUE COST” OF DOING BUSINESSIDENTIFY “TRUE COST” OF DOING BUSINESSINCENTIVIZED WORKFORCEINCENTIVIZED WORKFORCEFULL UTILIZATION OF ALL FLEET MAINTENANCE FULL UTILIZATION OF ALL FLEET MAINTENANCE FACILITIESFACILITIESSTAFF FOR NON-PEAK WORKLOADSTAFF FOR NON-PEAK WORKLOADPUBLIC/PRIVATE PARTNERSHIPSPUBLIC/PRIVATE PARTNERSHIPSSHIFT OF MAINTENANCE EFFORT FROM REPAIR SHIFT OF MAINTENANCE EFFORT FROM REPAIR TO PREVENTIVE MAINTENANCETO PREVENTIVE MAINTENANCEREDUCED OVERHEADREDUCED OVERHEAD

OUR STORY…OUR STORY…FLEET BIDDING STRATEGIESFLEET BIDDING STRATEGIES

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REDUCED STAFF FROM 79 TO 60 BY ZERO BASING REDUCED STAFF FROM 79 TO 60 BY ZERO BASING WORKLOADS, INCREASING PRODUCTIVITY, NOT WORKLOADS, INCREASING PRODUCTIVITY, NOT STAFFING FOR PEAK WORKLOADS, AND REDUCING STAFFING FOR PEAK WORKLOADS, AND REDUCING PARTS STAFFPARTS STAFFCONSOLIDATED FLEET MAINTENANCE FACILITIES FROM CONSOLIDATED FLEET MAINTENANCE FACILITIES FROM 10 TO 810 TO 8PART-TIME STAFFING FOR 2 OTHER MAINTENANCE PART-TIME STAFFING FOR 2 OTHER MAINTENANCE FACILITIESFACILITIESPRIVATIZED AUTOMOTIVE PARTS SUPPLY – NAPAPRIVATIZED AUTOMOTIVE PARTS SUPPLY – NAPARECLASSIFIED MAINTENANCE POSITIONS WITH ASE RECLASSIFIED MAINTENANCE POSITIONS WITH ASE CERTIFICATION REQUIREMENTCERTIFICATION REQUIREMENTSERVICE LEVEL AGREEMENTS WITH CUSTOMER SERVICE LEVEL AGREEMENTS WITH CUSTOMER DEPARTMENTSDEPARTMENTSSTANDARDS OF MAINTENANCESTANDARDS OF MAINTENANCE

OUR STORY…OUR STORY…A NEW WAY OF DOING BUSINESS!A NEW WAY OF DOING BUSINESS!

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CLASSIFYING VEHICLE MAINTENANCE BY CLASSIFYING VEHICLE MAINTENANCE BY RESPONSIBILITY – TARGET (PREDICTABLE) RESPONSIBILITY – TARGET (PREDICTABLE) VS. NON-TARGET (UN-PREDICTABLE)VS. NON-TARGET (UN-PREDICTABLE)GUARANTEED MAXIMUM PRICE CONTRACT GUARANTEED MAXIMUM PRICE CONTRACT FOR VEHICLE MAINTENANCEFOR VEHICLE MAINTENANCEPAY FOR PERFORMANCE AT THE PAY FOR PERFORMANCE AT THE EMPLOYEE LEVELEMPLOYEE LEVELGAINSHARE AND INCENTIVE PAYMENTS GAINSHARE AND INCENTIVE PAYMENTS AND/OR DEDUCTIONSAND/OR DEDUCTIONSDIRECT BILLING FOR VEHICLE DIRECT BILLING FOR VEHICLE MAINTENANCE SERVICESMAINTENANCE SERVICES

OUR STORY…OUR STORY…NEW BUSINESS CONCEPTS INTRODUCED NEW BUSINESS CONCEPTS INTRODUCED

IN THE COUNTYIN THE COUNTY

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PREVENTIVE MAINTENANCEPREVENTIVE MAINTENANCE95% OF ALL PM SERVICES COMPLETED WITHIN 30 DAYS OF 95% OF ALL PM SERVICES COMPLETED WITHIN 30 DAYS OF SCHEDULESCHEDULE

VEHICLE DOWNTIMEVEHICLE DOWNTIME5% - LAW ENFORCEMENT5% - LAW ENFORCEMENT5% - LIGHT DUTY VEHICLES5% - LIGHT DUTY VEHICLES8% - HEAVY DUTY VEHICLES8% - HEAVY DUTY VEHICLES12% - CONSTRUCTION EQUIPMENT12% - CONSTRUCTION EQUIPMENT

REPAIR TURNAROUND TIMEREPAIR TURNAROUND TIME70% OF ALL TARGET REPAIRS COMPLETED WITHIN ONE 70% OF ALL TARGET REPAIRS COMPLETED WITHIN ONE DAY OR LESSDAY OR LESS90% OF ALL TARGET REPAIRS COMPLETED WITHIN 3 DAYS 90% OF ALL TARGET REPAIRS COMPLETED WITHIN 3 DAYS OR LESSOR LESS

OUR STORY…OUR STORY…NEW BUSINESS CONCEPTS INTRODUCED NEW BUSINESS CONCEPTS INTRODUCED

IN THE COUNTY…IN THE COUNTY…

CONTRACT PERFORMANCE STANDARDSCONTRACT PERFORMANCE STANDARDS

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SUCCESSFULLY IMPLEMENTED MANAGED SUCCESSFULLY IMPLEMENTED MANAGED COMPETITION BUSINESS PLANCOMPETITION BUSINESS PLANCHALLENGE AWARD - CALIFORNIA STATE CHALLENGE AWARD - CALIFORNIA STATE ASSOCIATION OF COUNTIES (CSAC)ASSOCIATION OF COUNTIES (CSAC)100 BEST FLEETS AWARD –GOVERNMENT FLEET 100 BEST FLEETS AWARD –GOVERNMENT FLEET MAGAZINE (TOP 5 2005 & 2006)MAGAZINE (TOP 5 2005 & 2006)BEST PRACTICES AWARDS - CALIFORNIA FLEET BEST PRACTICES AWARDS - CALIFORNIA FLEET NEWSNEWSALL MANAGED COMPETITION PERFORMANCE ALL MANAGED COMPETITION PERFORMANCE STANDARDS BEING MET OR EXCEEDEDSTANDARDS BEING MET OR EXCEEDEDQUALITY FIRST PAYOUTS AVERAGING 3.75% (4% QUALITY FIRST PAYOUTS AVERAGING 3.75% (4% MAXIMUM)MAXIMUM)

OUR STORY…OUR STORY…HOW ARE WE DOING OPERATIONALLY?HOW ARE WE DOING OPERATIONALLY?

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OUR STORY…OUR STORY…HOW ARE WE DOING FINANCIALLY?HOW ARE WE DOING FINANCIALLY?

Baker Support Services Bid

Fleet Employee Group Bid Actual Costs

Fleet Bid vs. Actual Costs

(Cost Avoidance)Total "Target" Bid $ 20,580,052 $ 19,109,417 $ 1,470,635 (Years 1 - 4)

Year 1 (FY 98/99) $ 3,163,352 $ 2,830,435 $ 2,104,410 $ 726,025 Year 2 (FY 99/00) $ 5,646,474 $ 5,295,822 $ 3,792,325 $ 1,503,497 Year 3 (FY 00/01) $ 5,808,032 $ 5,384,574 $ 3,869,607 $ 1,514,967 Year 4 (FY 01/02) $ 5,962,194 $ 5,598,586 $ 4,052,601 $ 1,545,985

* Year 5 (FY 02/03) $ 6,170,871 $ 5,800,135 $ 4,170,346 $ 1,629,789 * Year 6 (FY 03/04) $ 6,365,253 $ 5,982,839 $ 4,844,092 $ 1,138,747 * Year 7 (FY 04/05) $ 6,600,767 $ 6,204,204 $ 5,682,372 $ 521,832 * Year 8 (FY 05/06) $ 6,844,995 $ 6,433,460 $ 6,201,780 $ 231,680

Total (Target Repairs Only) $ 8,812,522

* Years 5 -8: Bids + CPI

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CURRENT CUSTOMER SATISFACTION CURRENT CUSTOMER SATISFACTION RATING OF 4.7 (5 POINT SCALE)RATING OF 4.7 (5 POINT SCALE)CUSTOMER SATISFACTION MEASURED BY:CUSTOMER SATISFACTION MEASURED BY:– FORMAL SURVEYSFORMAL SURVEYS– INFORMAL SURVEYS – MIRROR HANGERSINFORMAL SURVEYS – MIRROR HANGERS– MYSTERY SHOPPERSMYSTERY SHOPPERSCUSTOMER SERVICE PROGRAMSCUSTOMER SERVICE PROGRAMS– FMIS ACCESSFMIS ACCESS– QUARTERLY MEETINGSQUARTERLY MEETINGS– FOCUS GROUPSFOCUS GROUPS

OUR STORY…OUR STORY…HOW ARE WE DOING WITH OUR HOW ARE WE DOING WITH OUR

CUSTOMERS?CUSTOMERS?

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TRUE COSTTRUE COSTORGANIZATIONAL PROCESSESORGANIZATIONAL PROCESSESCUSTOMER SERVICECUSTOMER SERVICEPOLITICAL ENVIRONMENTPOLITICAL ENVIRONMENT

WHAT DO COMPETITIVE FLEET WHAT DO COMPETITIVE FLEET SERVICES LOOK LIKE?SERVICES LOOK LIKE?

“COMPETITIVE SERVICES” ARE A BALANCE OF:

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WHAT DO COMPETITIVE FLEET WHAT DO COMPETITIVE FLEET SERVICES LOOK LIKE?SERVICES LOOK LIKE?

BEST VALUE FOR THE TAXPAYERSBEST VALUE FOR THE TAXPAYERSBALANCE BETWEEN PRIVATE AND BALANCE BETWEEN PRIVATE AND PUBLIC SECTOR SERVICE PROVIDERSPUBLIC SECTOR SERVICE PROVIDERSWELL MANAGEDWELL MANAGEDCONSISTENTLY REVIEWED AGAINIST CONSISTENTLY REVIEWED AGAINIST BEST MANAGEMENT PRACTICESBEST MANAGEMENT PRACTICES

WHAT DO COMPETITIVE FLEET WHAT DO COMPETITIVE FLEET SERVICES HAVE IN COMMON?SERVICES HAVE IN COMMON?

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WHAT DO COMPETITIVE FLEET WHAT DO COMPETITIVE FLEET SERVICES LOOK LIKE…?SERVICES LOOK LIKE…?

ARE FLEET SERVICES PART OF THE BIGGER PICTURE?ARE FLEET SERVICES PART OF THE BIGGER PICTURE?ARE FLEET SERVICES CENTRALIZED OR DE-CENTRALIZED?ARE FLEET SERVICES CENTRALIZED OR DE-CENTRALIZED?DO YOU MARKET YOUR ORGANIZATION?DO YOU MARKET YOUR ORGANIZATION?DO YOU ESTABLISH ANNUAL GOALS – ORGANIZATIONAL & DO YOU ESTABLISH ANNUAL GOALS – ORGANIZATIONAL & PERSONAL?PERSONAL?DO YOU HAVE A FLEET MANAGER’S TOOL KIT? (BUSINESS DO YOU HAVE A FLEET MANAGER’S TOOL KIT? (BUSINESS PLAN, SERVICE LEVEL AGREEMENTS, STANDARDS OF PLAN, SERVICE LEVEL AGREEMENTS, STANDARDS OF MAINTENANCE, POLICIES AND PROCEDURES, OPERATIONAL MAINTENANCE, POLICIES AND PROCEDURES, OPERATIONAL INFORMATION, VISION-MISSION-GOALS- VALUES INFORMATION, VISION-MISSION-GOALS- VALUES STATEMENT) STATEMENT) DOES YOUR ORGANIZATION HAVE PERFORMANCE DOES YOUR ORGANIZATION HAVE PERFORMANCE MEASURES?MEASURES?TODAY, WHAT IS THE PERCEPTION OF YOUR TODAY, WHAT IS THE PERCEPTION OF YOUR ORGANIZATION?ORGANIZATION?

ADMINISTRATION “ADMINISTRATION “THAT BE YOU!”THAT BE YOU!”

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DO YOU KNOW THAT PROCESS DRIVES COST?DO YOU KNOW THAT PROCESS DRIVES COST?DO YOU KNOW YOUR “TRUE COST” OF FLEET DO YOU KNOW YOUR “TRUE COST” OF FLEET SERVICES? SERVICES? DOES YOUR ORGANIZATION CHARGE THE DOES YOUR ORGANIZATION CHARGE THE CUSTOMER FOR SERVICES?CUSTOMER FOR SERVICES?DO YOU HAVE A KISS RATE STRUCTURE?DO YOU HAVE A KISS RATE STRUCTURE?DO YOU HAVE COMPETITIVE RATES?DO YOU HAVE COMPETITIVE RATES?DO YOU HAVE HIDDEN COST SAVINGS?DO YOU HAVE HIDDEN COST SAVINGS?


COST MANAGEMENT “COST MANAGEMENT “SHOW ME THE SHOW ME THE MONEY!”MONEY!”

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DO YOU CARE FOR YOUR STAFF?DO YOU CARE FOR YOUR STAFF?DO YOU HAVE PRODUCTIVITY STANDARDS?DO YOU HAVE PRODUCTIVITY STANDARDS?DO YOU TRAIN YOUR STAFF?DO YOU TRAIN YOUR STAFF?HOW DO YOU KEEP GOOD STAFF?HOW DO YOU KEEP GOOD STAFF?DO YOU RECOGNIZE AND REWARD STAFF?DO YOU RECOGNIZE AND REWARD STAFF?DO YOU KNOW, IT’S ABOUT SAVING STAFF?DO YOU KNOW, IT’S ABOUT SAVING STAFF?DOES YOUR STAFF WORK AS A TEAM?DOES YOUR STAFF WORK AS A TEAM?DO YOU HAVE A (GOOD) SAFETY PROGRAM?DO YOU HAVE A (GOOD) SAFETY PROGRAM?


STAFF “STAFF “STILL YOUR MOST IMPORTANT STILL YOUR MOST IMPORTANT RESOURCE!”RESOURCE!”

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DO YOU HAVE STANDARDS OF MAINTENANCE?DO YOU HAVE STANDARDS OF MAINTENANCE?DO YOU HAVE A COMPREHENSIVE PREVENTIVE DO YOU HAVE A COMPREHENSIVE PREVENTIVE MAINTENANCE PROGRAM?MAINTENANCE PROGRAM?DO YOUR CUSTOMERS AND TECHNICIANS KNOW YOU HAVE A DO YOUR CUSTOMERS AND TECHNICIANS KNOW YOU HAVE A PM PROGRAM?PM PROGRAM?ARE YOU A “DO IT ALL” FLEET?ARE YOU A “DO IT ALL” FLEET?DOES YOUR MAINTENANCE OPERATIONS OFFER A DOES YOUR MAINTENANCE OPERATIONS OFFER A WARRANTY?WARRANTY?DO YOU PURCHASE EXTENDED MAINTENANCE WARRANTIES?DO YOU PURCHASE EXTENDED MAINTENANCE WARRANTIES?IS PREDICTABLE MAINTENANCE PART OF YOUR PROGRAM?IS PREDICTABLE MAINTENANCE PART OF YOUR PROGRAM?


VEHICLE MAINTENANCE “VEHICLE MAINTENANCE “NOT ALL NOT ALL MAINTENANCE PROGRAMS ARE CREATED MAINTENANCE PROGRAMS ARE CREATED EQUAL!”EQUAL!”

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WHO SUPPLIES YOUR PARTS?WHO SUPPLIES YOUR PARTS?HOW LONG DOES YOUR INVENTORY SIT ON THE HOW LONG DOES YOUR INVENTORY SIT ON THE SHELF?SHELF?DO YOU KNOW THE QUALITY OF YOUR PARTS?DO YOU KNOW THE QUALITY OF YOUR PARTS?HOW LONG DO YOUR TECHNICIANS WAIT FOR HOW LONG DO YOUR TECHNICIANS WAIT FOR PARTS?PARTS?WHAT IS THE WARRANTY BEHIND YOUR PARTS?WHAT IS THE WARRANTY BEHIND YOUR PARTS?WHO PICKS UP YOUR PARTS?WHO PICKS UP YOUR PARTS?


VEHICLE PARTS “VEHICLE PARTS “PARTS ARE NOT PARTS ARE NOT ALWAYS PARTS!”ALWAYS PARTS!”

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SHOULD YOU BE IN THE POOL VEHICLE SHOULD YOU BE IN THE POOL VEHICLE BUSINESS? BUSINESS? WHO SHOULD SUPPLY SUPPLEMENTAL WHO SHOULD SUPPLY SUPPLEMENTAL TRANSPORTATION?TRANSPORTATION?WHAT ARE YOUR POOL FLEET NEEDS?WHAT ARE YOUR POOL FLEET NEEDS?HOW DO YOU CONTROL MY POOL HOW DO YOU CONTROL MY POOL FLEET?FLEET?


POOL FLEETS “POOL FLEETS “RENT A WRECK!”RENT A WRECK!”

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DO YOU HAVE A VEHICLE REPLACEMENT DO YOU HAVE A VEHICLE REPLACEMENT PROGRAM?PROGRAM?DO YOU MANAGE VEHICLE ACQUISITION OR DOES DO YOU MANAGE VEHICLE ACQUISITION OR DOES IT MANAGE YOU?IT MANAGE YOU?WHAT IS YOUR REPLACEMENT SCHEDULE?WHAT IS YOUR REPLACEMENT SCHEDULE?WHAT ARE YOUR PURCHASE PRACTICES?WHAT ARE YOUR PURCHASE PRACTICES?IS PURCHASING YOUR FRIEND OR FOE?IS PURCHASING YOUR FRIEND OR FOE?WHAT TYPES OF VEHICLES DO YOU ACQUIRE?WHAT TYPES OF VEHICLES DO YOU ACQUIRE?DO YOU STANDARDIZE YOUR FLEET VEHICLES?DO YOU STANDARDIZE YOUR FLEET VEHICLES?


EQUIPMENT ACQUISITION “EQUIPMENT ACQUISITION “IT’S NOT (ALL) IT’S NOT (ALL) ABOUT LOW BID”ABOUT LOW BID”

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WHAT IS YOUR SOURCE OF FUEL?WHAT IS YOUR SOURCE OF FUEL?HOW DO YOU PURCHASE FUEL?HOW DO YOU PURCHASE FUEL?WHAT ABOUT THOSE FUEL TYPES?WHAT ABOUT THOSE FUEL TYPES?DO YOU MANAGE FUEL CONSUMPTION?DO YOU MANAGE FUEL CONSUMPTION?ARE REGULATIONS GETTING THE BEST OF YOU?ARE REGULATIONS GETTING THE BEST OF YOU?


VEHICLE REFUELING “VEHICLE REFUELING “TODAYS GAS TODAYS GAS PRICE = ARM, LEG, FIRST BORN…”PRICE = ARM, LEG, FIRST BORN…”

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DO YOU HAVE GOOD FLEET INFORMATION?DO YOU HAVE GOOD FLEET INFORMATION?HOW DO YOU CAPTURE FLEET INFORMATION?HOW DO YOU CAPTURE FLEET INFORMATION?DO YOU USE FLEET INFORMATION?DO YOU USE FLEET INFORMATION?DO YOU PROVIDE FLEET INFORMATION TO YOUR DO YOU PROVIDE FLEET INFORMATION TO YOUR CUSTOMERS?CUSTOMERS?DO YOUR TECHNICIANS HAVE I.T. ACCESS ON THE DO YOUR TECHNICIANS HAVE I.T. ACCESS ON THE SHOP FLOOR?SHOP FLOOR?IS YOUR FLEET INFORMATION SYSTEM THE IS YOUR FLEET INFORMATION SYSTEM THE SYSTEM OF RECORD?SYSTEM OF RECORD?CAN YOU FUNCTION WITHOUT I.T.? CAN YOU FUNCTION WITHOUT I.T.?


INFORMATION TECHNOLOGY “INFORMATION TECHNOLOGY “I.T. R US”I.T. R US”

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DO YOU HAVE A SYSTEM FOR REPORTING DO YOU HAVE A SYSTEM FOR REPORTING ACCIDENTS/ABUSE?ACCIDENTS/ABUSE?DO YOU HAVE ACCIDENT REVIEW DO YOU HAVE ACCIDENT REVIEW COMMITTEES?COMMITTEES?HOW DO YOU FUND ACCIDENT REPAIRS?HOW DO YOU FUND ACCIDENT REPAIRS?WHO PROVIDES ACCIDENT WHO PROVIDES ACCIDENT ADMINISTRATION?ADMINISTRATION?CAN TECHNOLOGY REDUCE ACCIDENTS?CAN TECHNOLOGY REDUCE ACCIDENTS?


VEHICLE ACCIDENT/ABUSE MANAGEMENT VEHICLE ACCIDENT/ABUSE MANAGEMENT ““THINGS THAT GO BUMP IN THE NIGHT”THINGS THAT GO BUMP IN THE NIGHT”

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DO YOU HAVE AN ACTIVE ROLE IN DO YOU HAVE AN ACTIVE ROLE IN VEHICLE ASSIGNMENTS AND USE?VEHICLE ASSIGNMENTS AND USE?ARE UNDERUTILIZED VEHICLES ARE UNDERUTILIZED VEHICLES TRACKED AND REPORTED?TRACKED AND REPORTED?WHO MONITORS TAKE-HOME WHO MONITORS TAKE-HOME VEHICLES?VEHICLES?


VEHICLE USAGE “VEHICLE USAGE “USE IT OR LOSE IT!”USE IT OR LOSE IT!”

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DO YOUR FACILITIES MATCH YOUR WORKLOAD?DO YOUR FACILITIES MATCH YOUR WORKLOAD?ARE YOUR FACILITIES CLEAN, ORGANIZED AND ARE YOUR FACILITIES CLEAN, ORGANIZED AND SAFE?SAFE?ARE YOUR FACILITIES FULLY UTILIZED?ARE YOUR FACILITIES FULLY UTILIZED?ARE YOU A FACILITIES MANAGER?ARE YOU A FACILITIES MANAGER?


FACILITIES “FACILITIES “HOME IMPROVEMENT”HOME IMPROVEMENT”

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WILL THE BIG ONE BE THE BIG ONE?WILL THE BIG ONE BE THE BIG ONE?DO YOU HAVE AN EMERGENCY PLAN?DO YOU HAVE AN EMERGENCY PLAN?IS YOUR PREVENTIVE MAINTENANCE AND VEHICLE ACQUISITION IS YOUR PREVENTIVE MAINTENANCE AND VEHICLE ACQUISITION PROGRAMS PART OF YOUR EMERGENCY PLAN?PROGRAMS PART OF YOUR EMERGENCY PLAN?IS YOUR STAFF TRAINED FOR AN EMERGENCY?IS YOUR STAFF TRAINED FOR AN EMERGENCY?ARE “YOU” READY FOR AN EMERGENCY?ARE “YOU” READY FOR AN EMERGENCY?ARE YOU READY FOR FEMA?ARE YOU READY FOR FEMA?


EMERGENCY PLANNING “EMERGENCY PLANNING “THE BIG ONE THE BIG ONE WILL COME!”WILL COME!”

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DO YOU KNOW WHO YOUR CUSTOMERS DO YOU KNOW WHO YOUR CUSTOMERS ARE?ARE?DOES YOUR STAFF KNOW WHO YOUR DOES YOUR STAFF KNOW WHO YOUR CUSTOMERS ARE?CUSTOMERS ARE?DO YOU ASK YOUR CUSTOMERS WHAT DO YOU ASK YOUR CUSTOMERS WHAT THEY WANT?THEY WANT?HOW DO YOU TRACK CUSTOMER HOW DO YOU TRACK CUSTOMER SERVICE?SERVICE?


CUSTOMER SERVICE “CUSTOMER SERVICE “LAST BUT LAST BUT DEFINITELY NOT LEAST!”DEFINITELY NOT LEAST!”

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WHAT DOES THE COMPETITION WHAT DOES THE COMPETITION LOOK FOR?LOOK FOR?

HIGH COST OF FLEET SERVICESHIGH COST OF FLEET SERVICESPOOR MANAGEMENTPOOR MANAGEMENTLACK OF DATALACK OF DATAPOOR CUSTOMER SERVICEPOOR CUSTOMER SERVICEQUALITY OF SERVICEQUALITY OF SERVICEORGANIZATIONAL STRENGTHORGANIZATIONAL STRENGTHEMPLOYEE DEDICATION AND COMPETENCEEMPLOYEE DEDICATION AND COMPETENCEPERCEPTION CAN BE EVERYTHINGPERCEPTION CAN BE EVERYTHING

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CAN COMPETITION BE CAN COMPETITION BE GOOD?GOOD?

IT CHALLENGES YOU TO BE COMPETITIVEIT CHALLENGES YOU TO BE COMPETITIVEIT ALLOWS YOU TO MAKE CHANGES YOU IT ALLOWS YOU TO MAKE CHANGES YOU NEVER THOUGHT POSSIBLENEVER THOUGHT POSSIBLETHERE IS THE POSSIBILITY OF THERE IS THE POSSIBILITY OF ORGANIZATIONAL AND/OR EMPLOYEE ORGANIZATIONAL AND/OR EMPLOYEE INCENTIVESINCENTIVES

ABSOLUTELY YES!ABSOLUTELY YES!BUT –BUT –

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CAN COMPETITION BE BAD?CAN COMPETITION BE BAD?

THERE IS THE POSSIBILITY OF LIMITING THERE IS THE POSSIBILITY OF LIMITING CAREER LADDERS AND SUCCESSION CAREER LADDERS AND SUCCESSION PLANNINGPLANNINGIT IS CHALLENGING TO TRACK CONTRACT IT IS CHALLENGING TO TRACK CONTRACT PERFORMANCE STANDARDSPERFORMANCE STANDARDSTHERE IS A GOOD POSSIBILITY YOU MAY THERE IS A GOOD POSSIBILITY YOU MAY BE ALONEBE ALONE

ABSOLUTELY YES!ABSOLUTELY YES!BUT - BUT -

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COMPETITION CAN BE COMPETITION CAN BE CHALLENGING!CHALLENGING!

DO YOU HAVE ORGANIZATIONAL BUY-IN?DO YOU HAVE ORGANIZATIONAL BUY-IN?DO YOU HAVE A SYNDROME KNOWN AS “THIS DO YOU HAVE A SYNDROME KNOWN AS “THIS IS THE WAY WE HAVE ALWAYS DONE IT” ?IS THE WAY WE HAVE ALWAYS DONE IT” ?IF WE BID WHAT WE’RE DOING TODAY WILL IF WE BID WHAT WE’RE DOING TODAY WILL WE WIN A COMPETITION?WE WIN A COMPETITION?CAN PRIVATE SECTOR PRACTICES SURVIVE IN CAN PRIVATE SECTOR PRACTICES SURVIVE IN A GOVERNMENT BUREAUCRACY?A GOVERNMENT BUREAUCRACY?HOW DO WE HANDLE CHANGE HOW DO WE HANDLE CHANGE MANAGEMENT?MANAGEMENT?

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FINAL THOUGHTSFINAL THOUGHTSIT STARTS WITH YOU, BUT NOT ABOUT YOU!IT STARTS WITH YOU, BUT NOT ABOUT YOU!IT IS THE LITTLE THINGS THAT WILL GET YOUIT IS THE LITTLE THINGS THAT WILL GET YOUKNOW THAT COMPETITION EXISTSKNOW THAT COMPETITION EXISTSKNOW WHERE YOU WANT TO TAKE YOUR KNOW WHERE YOU WANT TO TAKE YOUR ORGANIZATION AND HOW TO GET THEREORGANIZATION AND HOW TO GET THERENEVER, EVER LOSE YOUR FOCUS ON CUSTOMER NEVER, EVER LOSE YOUR FOCUS ON CUSTOMER SERVICESERVICEYOU CAN NEVER OVER COMMUNICATEYOU CAN NEVER OVER COMMUNICATEUSE PRIVATE SECTOR EXPERTISE TO YOUR USE PRIVATE SECTOR EXPERTISE TO YOUR ADVANTAGEADVANTAGEDON’T FEAR MANAGED COMPETITIONDON’T FEAR MANAGED COMPETITION

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WOULD YOU WIN?

IF YOU WERE TO COMPETE WITH THE PRIVATE SECTOR

TODAY…

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COUNTY OF SAN DIEGODEPARTMENT OF GENERAL SERVICES

FLEET MANAGEMENT DIVISIONJOHN A. CLEMENTS, FLEET MANAGER

[email protected]

general services academy v competitive fleet services

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