presentation to the Federal Facilities Council Federal Facilities Management Customer Service and Staff Retention Why A Philosophy 2 Quality of worklife Safety and security Energy conservation greenhouse gas reduction ID: 798511
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Slide1
Brian D. Costlow
March 16, 2010presentation to the Federal Facilities Council
Federal Facilities Management, Customer Service, and Staff Retention
Slide2Why? A Philosophy…
2Quality of worklifeSafety and securityEnergy conservation – greenhouse gas reductionPride in ownershipThe opportunity to make a difference
Slide33
Slide4Staff Recruitment
4WhereHow“Grow your own”What if things “don’t work out”
Slide5Staff Retention
5EnrichmentPreventing burnoutStay current, not complacentRecognitionsBalancing work, personal life
Slide6Federal FacilitiesLeadership – The Essential Balance
6Skills
Managing
Budgeting
Communication
Interpersonal
Collaboration
Enthusiasm
Patience
Stamina
Lead by example
Change-management
Technical background
Contract law
Engineering
Project management
Laws & regulations
Slide7Customer Service
7Managing customer expectationsService-level agreementsSystems for managing taskersService provider websiteCustomer handbook
Courtesy calls
Slide8Customer Service
8Outreach meetingsWalk-aroundsOmbudsmanSurveys/feedbackCustomer service e-mail box
Meet commitments!
Slide9Collaboration with Partners
9GSAOMBNCPCOther agenciesState and local governmentsCongress
Taxpayers
Media
First Responder community
FAMA
Slide10What is Next?
10Facilities workforce futureGeneral workforce dynamicsStrategic analysis of real estateOutsourcing insourcing