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Brian D. Costlow March 16, 2010 Brian D. Costlow March 16, 2010

Brian D. Costlow March 16, 2010 - PowerPoint Presentation

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Brian D. Costlow March 16, 2010 - PPT Presentation

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

customer service management federal service customer federal management staff workforce managing facilities work collaboration retention

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Presentation Transcript

Slide1

Brian D. Costlow

March 16, 2010presentation to the Federal Facilities Council

Federal Facilities Management, Customer Service, and Staff Retention

Slide2

Why? A Philosophy…

2Quality of worklifeSafety and securityEnergy conservation – greenhouse gas reductionPride in ownershipThe opportunity to make a difference

Slide3

3

Slide4

Staff Recruitment

4WhereHow“Grow your own”What if things “don’t work out”

Slide5

Staff Retention

5EnrichmentPreventing burnoutStay current, not complacentRecognitionsBalancing work, personal life

Slide6

Federal 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

Slide7

Customer Service

7Managing customer expectationsService-level agreementsSystems for managing taskersService provider websiteCustomer handbook

Courtesy calls

Slide8

Customer Service

8Outreach meetingsWalk-aroundsOmbudsmanSurveys/feedbackCustomer service e-mail box

Meet commitments!

Slide9

Collaboration with Partners

9GSAOMBNCPCOther agenciesState and local governmentsCongress

Taxpayers

Media

First Responder community

FAMA

Slide10

What is Next?

10Facilities workforce futureGeneral workforce dynamicsStrategic analysis of real estateOutsourcing insourcing