"Outsourced Help Desk Contract - DOC"
Utilities Council of IFMA Spring Meeting, Roundtable Facilitator – Jean Sayles, OPPD Q. Ken Scott, Westar Energy – Business Recovery Plans, What expectations do you establish for your Business Units? Diane Covert, Austin Power - just beginning theirs Jean Sayles, OPPD - has a plan (suggestions include breakdowns in small incremental timeframes 2 hours, etc. Determine, what do you need to do to get FM and IS functional to support infrastructure in other organizations). Local Fire Department should be part of the drills. Jackie Parks, TVA – also has a plan Steve Day, PacifiCorp -- Selected a single location w/125 seats, seats assigned based on of level priority. Frank Baca, Duke Energy – uses a “BIA” or Business Impact Analysis Tool – Business assessment tool includes risk assessment of what are the real impacts. This criteria is then given to FM for implementation plan to be developed that meets the identified need. Also consider impacts of disasters for individual areas – mail, cafeteria, etc. for isolated incidents Curtis Slife, FM Solutions – Mock trial included Local Fire Department. Fire Department identified the following: o MSDS Sheets for the building should be available outside the building o Only drawing they were concerned about was the Structural Rick Carrithers, DTE Energy -- Disaster Recovery and Business Continuity Plan o Provided plans on disc to the local Fire Departments, also provides the MSDS sheets and plans and performs annual walk-downs. John Crawford, WE Energies -- Emergency priorities identified through a review of the Operating Groups via questionnaire. The questionnaire solicits information from organizations regarding resources needed 0-2 days, 2-10 days, and beyond. Q. Rick Book, Mid American Energy Company -- Who has their Business Continuity plans accessible through their companies IntraNet? (Approximately 5) Approximately 5 companies indicated that their company does provide access to the Business Continuity plan through the IntraNet Q. Diane Covert, Austin Energy, Do you have outsourced contracts to support construction services in the face of Disaster Recovery? Alan Urda, TECO has blanket contract agreements for pre-qualified contractors for all services Vesna Nickolich, Nevada Power Company– Contact list for leasing Property Management Groups Jean Sayles, OPPD – Hotel across the street and Real Estate Companies o List of contract/vendor list for quick reference on phone numbers, etc. o Checklist is critical Frank Baca, Duke Energy – When developing disaster recovery plan, suggests that you require that your vendors have a business continuity plan. Needs to be a quick and easy reference for anyone to enact vs based on an individual’s position. bfa423e8-a5ca-43cb-9780-82f82c8e057d.doc 1 of 7 3/7/2011 and 4/19/2005 Utilities Council of IFMA Spring Meeting, Roundtable Facilitator – Jean Sayles, OPPD Q. John Crawford, WE Energies -- How many have a full time Business Continuity Coordinator? 14 out of 27 Companies responded that they do have a full time Business Continuity Coordinator. Duke has 2 Full time Q. Ken Beler, Entergy Inc., Who has a set of definitions for Facilities Assessments Curtis Slife, FM Solutions has a defined priority system o Suggested definitions from TVA Facilities Assets Preservation (FAP) Program, and o Software called Builder, for estimating. Software was developed from Civil Engineers and cost about $500 (includes, Roofer, Paver, etc.) Jackie Parks, TVA – The TVA (FAP Program) Facilities Asset Preservation Program is managed and funded at Valley Wide Level for all Strategic Business Units and is organized into 5 Major Categories (Building Envelop, Architectural Systems, Building Systems, Coatings, Roads/Parking/Grounds). Priority by Category is established using criteria established and involves discussion across Strategic Business Units. Criteria established provides for evaluation of 1) Priority of Importance of the Asset (Mission critical, safety, regulatory, public image), 2) Functionality of the Asset (“wear & tear” assessment), and 3) Risk or Impact of Failure (Health & Safety, Business Operations, Productivity, Environmental, Image). More detailed definitions can be shared. Chuck Hanson, NIPSCO – Building Type, Number of People, Mission Critical Frank Baca, Duke Energy Corporation – Program identifies budgeting for priority projects 1-12. o Presents identified projects in budget year with risk assessment and documented budgeting process. o They act as a trusted advisory in the budgetary process and provide full risk assessment to those approving budget. They also require decision makers to be accountable through documentation and signature on risk assessments provided. o List of projects is projected for approximately 5 years that has allowed for moving ahead with projects when additional funding was made available by other operating groups. Steve Day, PacifiCorp -- List of projects (dynamic) Steering committee comprised of members of the Business Units. o Every month, evaluated by the Steering committee and review anything over $20,000. o The process has facilitated support in protecting and acquiring funding. Lenny Kimball, Queststar Gas -- Uses NPV of the Real Estate to help make decision on if best option is to repair or sale/buy new. Rick Carrithers, DTE Energy -- Operational VP reviews to decide priority. Curtis Slife, FCI (Facilities Condition Index) becomes a good tool to determine next approach and priority. bfa423e8-a5ca-43cb-9780-82f82c8e057d.doc 2 of 7 3/7/2011 and 4/19/2005 Utilities Council of IFMA Spring Meeting, Roundtable Facilitator – Jean Sayles, OPPD Q. Rick Book, Mid American Energy Company -- How many Companies have set their compliance for NERC Cyber 1200 Standards NERC Standards? Few responded Ken Scott, Westar – A team included Facilities, IT Security, Security, Sponsoring VP. They have certified documentation and appropriate badging. Standards require maintenance and upkeep of records for those certified. Southwest Power Pool has provided support and guidance. Frank Baca, Duke Energy Corporation -- Nuclear departments did not want to outsource their Facilities. Has access control and has implemented pieces of the requirement. Jean Sayles, OPPD -- has gone through certification for NERC Compliance on Janitorial Staff. Q. How many companies are using NFPA 70E Flash Protection/Flash Potential – PPE (Personal Protective Equipment) over 110, NEC and OSHA references? Terry Shields – Alliant Energy, Some equipment has been identified. Estimate for Arc Analysis for a building with about 30 panels $40K. Q. What companies have Outsourced the FM Functions? John Bartel, Xcel Energy -- Whole FM Group was outsourced, now they have out-tasked and staff augmenting. Colorada, Texas, and New Mexico is outsourced and others such as the Dakota’s is Union and in-house. Must create clear separation with staff augmented and in-house. Outsourced Call Center. Brian Riley, Tolin/Xcel -- Colorado Outsourcer for Xcel, provided expertise on staff as a shared resource to many owners and not fully dedicated vs. a 2080 Hour FTE. Ken Beler, FM outsourced, Help Desk outsourced all through Cushman Wakefield - Real Estate in House. Tom Plauche, Entergy – Outsourcing was not a money savings venture (initially remained flat, maybe some money saved in benefits). O&M Capital Renovation Cost remain same. Greatest gain is Flexibility in staffing. Lessons Learned – Must treat the employees as part of the family. Scott Leadbetter, Idaho Power Company -- Concern in using staff and treating like a Company employees -- IRS 20 Rules for Co-employment. Curtis Slife, FM Solutions – Suggested recognizing noticeable distinction between Co-Sourcing and Out-Sourcing. Entergy Corporation is more of a Co- source partnership. Outsourcing does not have the same level of dedication and ownership to the owner. Better vested interest in Co-sourcing. Steve Day – PacifiCorp, When Outsourcing employees, recommends distinct transition to a Service Provider versus potential of maintaining an attitude of a past disgruntled employee. bfa423e8-a5ca-43cb-9780-82f82c8e057d.doc 3 of 7 3/7/2011 and 4/19/2005 Utilities Council of IFMA Spring Meeting, Roundtable Facilitator – Jean Sayles, OPPD Q. Lenny Kimball, Questar Gas – Currently staff of 30 over the age of 41 and will be faced with Craft positions that will need to be supplemented. Tom Plauche, Entergy Corporation, Recommends Out-tasking for Craft type of positions. Q. Jean Sayles, OPPD – Do you outsource all of your Janitorial? OPPD has found that with NERC requirements more difficult to attain. Has anyone put together a Business Case for maintaining in-house Janitorial? Rick Carrithers, DTE – Sunshine Company (pays more; however, with in processing cost still lower cost). Also provides for support at Nuclear. Lenny Kimball, Questar Gas – Outsourced out (3 different companies), Outlying Sites by one company sources to local Mom & Pop shops. Ken Scott, Westar Energy – Can work during the day with escort and still comply with NERC. Contract requires that the company will stipulate the personnel and sets the wage with a cost/plus. Frank Baca, Duke Energy – Outsourced Partner released a contract recently for Janitorial across the company, services will remain the same and initial benefits. Curtis Slife, FM Solutions – Recommends that the Custodial Services for cleaning carpet is better as a separate specialty service. Vesna – Also has a separate carpet cleaning service. Day 2 Roundtable Tuesday, April 19, 2005 Q. Jean Sayes, OPPD -- Looking for Styrofoam recycling vendor Barb Schmidt – Looking for Styrofoam recycling for kitchen equipment. Dart Machine, Provide recycling compacting and then take back for recycling. Barb Luna, FBG Services Corp – USBGC may have a contact Q. Ken Scott, Westar Energy – Does your company pay for recycling? Jean Sayles, OPPD - Cardboard pays, Paper doesn’t pay – Community Service recognition, Flourescent tubes paid for recycling, Styrofoam – recycling was competitive but then lost support with Dart Q. Curtis Slife, FM Solutions – Does your company require recycling in Construction Contracts? LEED requires large percentage, FM Solutions looking for a specification. Terry Shields, Alliant Energy does have terms in their construction contracts Jackie Parks, TVA does have terms in their construction contracts Tom Plauche, Entergy -- carpet recycling, spec requires Jackie Parks, TVA -- carpet recycling, spec requires that new vendor take all material types back for recycling bfa423e8-a5ca-43cb-9780-82f82c8e057d.doc 4 of 7 3/7/2011 and 4/19/2005 Utilities Council of IFMA Spring Meeting, Roundtable Facilitator – Jean Sayles, OPPD Q. Jean Sayles, OPPD -- Does your incident bases for Disaster Recovery use Malls and do you have problems with traffic for the Operations Trucks – Alan Urda, TECO uses Malls, Dog Tracks and old Sports Arena. Has had success in using the malls. Fairgrounds, too, although bad for not having paved parking. For instance, at the Sports Arena “Orange Dome” spent approx $38,000 in repairs of grounds. Curtis Slife, FM Solutions – Churches are also used Frank Baca, DUKE – Kmarts, Walmarts vacant stores and easy access Tom Plauche, Entergy - Baseball Stadiums are used Q. Steve Day, PacifiCorp – Is your company totally Outsourced? And, would you have a good quality RFP to share? Steve has totally Outsourced and is the Contract Manager over a contract that is $60M over 5 Years. Tom Plauche, Entergy – yes and has a $100M over 5 years Frank Baca, Duke Entergy – Lessons learned are vague interpretations have resulted in a lot of Change Orders. Curtis Slife, FM Solutions – may have some direction to offer from past SRP and from current practice as a Service Provider. USAA (Insurance Company) best contract that he has seen. Barb Luna, FBG Services Corp – Recommends developing an RFI first with basic requirements to pre-screen. Also has an RFP template if interested. Q. Jean Sayles, OPPD -- Would anyone be interested in extending a day to develop and work on developing base requirements for an Outsourcing RFP or RFI? Many were interested in pursuing. Suggestion that Steve Day, PacifiCorp present his status at Fall Meeting. Q. Julie Hallet, Wisconsin Public Service -- How do people store/inventory their furniture; in-house, furniture vendor, etc? Alan Urda, TECO -- their vendor stores everything. They do not purchase anything in advance. Everyone waits and deals with the lead time. Vendor wasn’t bar coding and tracking originally, but they worked through it. Took 5 years to refine it. They bar code using SnapTracker. Costs $2500/month for storage. Uses TECO Foundation to dispose of furniture. Curtis Slife – FM Solutions; Bid furniture, bid warehouse, bid sale back; 10% reduction/year on warehouse size. If they don’t do that, there is a reduction in warehouse fee. Can reserve a product, can take it off of reserve if project gets cancelled. Took 5 months to get it up to speed. Why do you keep inventory in stock, it’s most likely to handle emergencies. Normal lead times would cost 60% off list; emergency stock cost 30% off list. They found that the clients were willing to wait. The emergency stock was never used. Ken Scott, Westar Energy – Keeps 20 ergo chairs in stock; have a design firm that works every Thursday to complete miscellaneous jobs. Used to track and inventory but it’s expensive to store and inventory furniture. It’s cheaper to sell it, bfa423e8-a5ca-43cb-9780-82f82c8e057d.doc 5 of 7 3/7/2011 and 4/19/2005 Utilities Council of IFMA Spring Meeting, Roundtable Facilitator – Jean Sayles, OPPD donate it, trash it and buy new. Contacted United Way and they picked up all of their surplus furniture. Frank Baca, DUKE Energy Corporation – Looked into putting all of their furniture into inventory. It would have cost $100,000 to inventory all the furniture. It wasn’t approved. In 3 years, they probably spent $300,000 to re-count inventory. Vesna Nickolich, Nevada Power Company – Sells furniture on internet; covers the legal aspect by stating that Nevada Power has no liability associated with product. Tom Plauche, Entergy Corporation – Use furniture vendor to do everything; ordering, storing, everything… Jean Sayles, OPPD – Dispenses of unused furniture via auctioned; or uses their Purchasing group to photo items, put on the web page; and sells. Q. Tom Plauche, Entergy Corporation – Has a kitchen facility, run by Marriott, that is costing money because of the downsizing of the employee size in that facility. How are people handling these situations? Alan Urda, TECO -- Has to pay electricity and gas. Pay $1500/month to lease facility. They have exclusive rights in the TECO facility. Wedding receptions on weekends, revenue on food catering goes to food vendor. Has liquor license. Nominal fee for room use. TECO just wants to cover their costs. He would like to look at making a profit. Rick Book, Mid American Energy Company – Used to have own staff, now outsourcing it to a local grocery chain. Vendor gets base source, utility gets a percentage of profit. Market was too small. Now opened to the public. Vesna Nikolich, Nevada Power Company -- Tried to outsource; 3 companies didn’t work. Now has in-house and subsidizes to be successful. Curtis Slife, FM Solutions – One of his clients uses various food vendors to come in on a different day; Boston Market, KFC, etc. Frank Baca, Duke Energy Corporation– Using Eurest, does not subsidize, up to food vendor to keep the customers coming back, has 1300 potential customers. Wants to be consistent throughout all of the facilities of Duke. Lenny Kimball, Questar Gas – Subsidizes the food program in the site office; keeps employees on site; managers are happy. Jean Sayles, OPPD – Uses Sudexho (Marriott); does not subsidize. Jim Armistead, Ameren – Uses Eurest; incentive was to increase participation by 5% and vendor would get a bonus. Contract includes incentive, regular survey of participants, and price increase could not exceed CPI. Q. Rick Carrithers, DTE Energy – Does anyone have a policy on covered parking for handicapped? Frank Baca, Duke Energy Corporation – Has covered parking near the elevator banks in all of their facilities. That is part of their lease when working with leased facilities. bfa423e8-a5ca-43cb-9780-82f82c8e057d.doc 6 of 7 3/7/2011 and 4/19/2005 Utilities Council of IFMA Spring Meeting, Roundtable Facilitator – Jean Sayles, OPPD Q. Terry Shields, Alliant Energy – What are the total costs of operations, global and individual building measures? Rick Carrithers, DTE Energy – Total cost of operating per building – operating budget report. Curtis Slife, FM Solutions – Use UC’s benchmarking numbers as the measures to meet. Alan Urda, TECO – Activity codes tracks costs of each particular function to maintain the facility. Steve Day, PacifiCorp – Uses Accounts Payable to police the invoices and will not pay a building project without the approval of the facilities management group. This ensures that all charges going to building maintenance are truly building maintenance. Q. Can you recommend a software to track service requests? Clarify ServiceCenter Q. Curtis Slife, FM Solutions – How many utilities allow employees to bring their company vehicle home? 5 utilities allow it Entergy used to allow it, recently did a study, and changed that. Will no longer allow it. Alan Urda, TECO – employees park the company vehicles in the substation property near their home and keep their personal vehicles there during the day. Q. Do you find it to be a trend to do a sale and lease back, have a contractor build to suit and lease it back to the utility? Entergy – Helps if there is a problem with capital dollars; allows flexibility depending upon changes in the market. Q. Ken Scott – How do companies outsource their help desk; how is website working? Frank Baca, Duke Energy Corporation – 24/7 Call Center is outsourced. Clarify is software program used which populates all of the data at time of request. Goes directly to the person that will be doing the work. The outsourced contract is based on amount of sq/ft managed. 40% of the technicians work had not been going into the system prior to this. The workforce carries business cards to hand out to those folks who stop the technicians in the hall. Educated heavy users on putting shortcut on their desktop. Steve Day, PacifiCorp – Calls IT help desk; automatically gets forwarded to the FM help desk. The caller doesn’t even realize that it’s going to an outsourced provider. Entergy – Puts sticker on phone with FM help desk number; also has tri-fold brochure to educate customers. bfa423e8-a5ca-43cb-9780-82f82c8e057d.doc 7 of 7 3/7/2011 and 4/19/2005