Appendix C—Cairo Detailed Comparisons

1. Appendix C—Cairo Detailed Comparisons

2. Motorpool Details Motorpool—Activities Motorpool Vehicles Vehicles Not Counted in Motorpool Motorpool Infrastructure Motorpool Service Characteristics Motorpool Results – Cairo Comments about Motorpool – Cairo State/ICASS Comments about Motorpool – Cairo USAID Motorpool Cost Comparison Statistics Motorpool Costs Comparisons Property Management Details Property Management—Warehousing General Property Management—Warehousing Personnel Property Management—Inventories Property Management—Warehouse Inventory Property Management—Inventory Control Property Management Results – Cairo Comments about Property Management – Cairo State/ICASS Comments about Property Management – Cairo USAID Property Management Costs Comparison Statistics Property Management Costs Comparisons Appendix C – Contents

3. Residential Maintenance Details Residential Maintenance Residential Maintenance Results - Cairo Comments about Residential Maintenance – Cairo State/ICASS Comments about Residential Maintenance – Cairo USAID Leasing Details Leasing Leasing Results – Cairo Comments about Leasing – Cairo State/ICASS Comments about Leasing – Cairo USAID Leasing Costs Comparison Statistics Leasing Costs Comparisons Appendix C – Contents (Cont’d)

4. Motorpool—Activities

5. Motorpool—Activities (Cont’d)

6. Motorpool—Activities (Cont’d)

7. Motorpool—Activities (Cont’d)

8. Motorpool—Activities (Cont’d)

9. Motorpool—Vehicles Note: Permanent release vehicles are those that can be sold in country and temporary release vehicles cannot be sold in country. Temporary release vehicles include armored vehicles and others.

10. Non-ICASS Vehicles State fleet– 153 vehicles USAID vehicles dedicated to other purposes Vehicles Not Counted in Motorpool

11. Motorpool—Infrastructure

12. Motorpool—Service Characteristics

13. Motorpool—Service Characteristics

14. Motorpool—Service Characteristics

15. 0% 9% 14% 50% 27% 0% 0% 6% 30% 65% 0% 0% 9% 59% 32% 0% 2% 2% 31% 65% 0% 9% 14% 36% 41% 0% 2% 4% 28% 67% 0% 5% 24% 29% 43% 0% 2% 7% 36% 55% 0% 21% 26% 21% 32% 8% 2% 38% 27% 25% 0% 5% 16% 32% 47% 0% 10% 12% 37% 42% 0% 0% 19% 48% 33% 0% 2% 4% 44% 50% Strongly Disagree Disagree Neutral Agree Strongly Agree 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Motorpool Results – Cairo State/ICASS (n=25) USAID (n=56) Mean Mean 1a. Vehicles are well maintained and clean. 3.95 4.59 1b. Motorpool services are provided on time. 4.23 4.59 1c. Drivers are familiar with the local traffic patterns, laws and customs and deliver you to your destination safely and on time. 4.59 4.09 1d. Motorpool (drivers) staff are well trained and courteous. 4.44 4.10 1e. The motorpool policy is written, available, and appropriate. 3.58 3.63 1f. You are kept informed of the status of your vehicle & driver requests. 4.12 4.21 1g. Overall, you are satisfied with the motorpool operation. 4.43 4.14 Note: Questions within a shaded box (1a-c) indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

16. Comments about Motorpool – Cairo State/ICASS • As PAO I have one pool car/driver assigned to me on a de facto regular basis. As a result I am not as familiar as others with the request procedures used by others. • We do not use the Embassy Motor Pool service and do not have sufficient experience to rate these services. • We are a military agency therefore have our own vehicle fleet. We do use the motorpool services, however we have our own drivers and shuttles. • FCS has its own cars and drivers but does use the motor pool on rare occasions and for maintenance • So far, little contact with the motor pool, other than shuttle service. • Excellent, given the difficulty of Cairo traffic. • They've always been flexible and helpful in accommodating last minute requests, and I know that can be difficult for them. • I don't know if there is a motorpool policy. I never went to look for one. • Clean the darn vehicles and get repairs to them as needed.. • Some vehicles have had broken seatbelts for years. Some drivers are quite aggressive in traffic. It seems that some drivers do not vary the routes like they should. • Motorpool operations at this post are exceptional.

17. Comments about Motorpool – Cairo USAID • Since USAID and State maintain two separate motorpools and I work for USAID, my comments do not apply to the State motorpool as I never use it. • Not a user. • There are occasional mixups and sometimes there are no vehicles or drivers available, but motorpool service is generally good • Outstanding service • Comments on the USAID motorpool, not Embassy. • Not all drivers are as careful as they should be in driving - sometimes just going too fast, or tailgating. the policy of who is entitled to use the services, when, etc. is not readily available - especially to newcomers to post who need it prior • Don't know anything about motorpool policy. • Shuttles to/from work and the Embassy are great. I have a very hard time getting a driver for anything else even though it is official. This is frustrating as I my husband drives our 1 car to his office (no shuttle service provided to his office). • USAID maintains its own motorpool • The seat belt rule is not enforced strongly enough, especially by USDH occupants, including those in the EXO office. • We fill out vehicle requests with time and places, but the drivers are given handwritten slips of paper with our time and pick-up... • While Motorpool services are provided on time, our requests cannot always be handled. I've had to cancel meetings because vehicles were not available. Other times I've had to take taxis to return from meetings. • Motorpool driving too often resembles "chase-cars." It's scary. • Vans are hard to get in and out. • Seat belt configuration require a nuclear scientist to figure out. • a few of the drivers sometimes seem to drive to aggressively for the conditions which occasionally generates hostility from other drivers. • Motor pool is sometimes short of vehicles which has in the past caused some difficulty in getting to meeting in the downtown area. Need a few more cars/drivers. • Several drivers act in an arrogant manner to other drivers and this may cause a negative image of US Embassy. The vehicle plates identify us as US Embassy. • I have only just arrived at post and so am not in a position to comment yet. I have noticed that there is some 'confusion' about rules, e.g., home to office transport, assistance to new arrivals, etc. • My ratings above refer to the outstanding USAID motorpool. I have not had the opportunity to use the services of the Embassy motorpool. • Motor pool Policy need to be available to drivers and riders • I think the Motorpool guys do a great job. The Mission seems to have everything in control. Excellent work guys. Thanks you • Unlike other mission's where I have served, I find that the drivers have a bit of an "attitude" here. They sometimes give the impression that their time is more valuable than yours and that you have to wait and seek them out (i.e. call on their cell)

18. Motorpool Cost Comparison Statistics

19. Motorpool Costs Comparisons

20. Property Management—Warehousing General

21. Property Management—Warehousing General (Cont’d)

22. Property Management—Warehousing General (Cont’d)

23. Property Management—Warehousing General (Cont’d)

24. Property Management—Warehousing General (Cont’d)

25. Property Management—Warehousing Personnel

26. Property Management—Inventories

27. Property Management—Warehouse Inventory

28. Property Management—Inventory Control

29. Property Management—Inventory Control

30. 0% 4% 0% 67% 29% 0% 0% 8% 36% 57% 2% 18% 10% 31% 39% 5% 15% 10% 40% 30% 0% 0% 4% 40% 57% 0% 4% 8% 67% 21% 0% 10% 16% 31% 43% 0% 5% 19% 62% 14% 0% 4% 0% 34% 62% 9% 4% 4% 52% 30% 0% 4% 9% 36% 51% 8% 4% 0% 50% 38% 0% 0% 0% 26% 74% 0% 0% 0% 50% 50% 0% 0% 4% 31% 65% 0% 4% 0% 52% 43% 0% 7% 15% 35% 44% 8% 12% 8% 60% 12% 2% 11% 33% 20% 33% Strongly Disagree Disagree Neutral Agree Strongly Agree 4% 8% 21% 50% 17% 0% 2% 4% 41% 54% 0% 8% 8% 58% 25% 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Property Management Results – Cairo State/ICASS (n=25) USAID (n=56) Mean Mean 3a1. All items in your residence have bar code labels indicating they are in the non-expendable property inventory. 4.49 4.21 3b1. You have been provided with the annual inventory & reconciliation of records report and it was done in a timely manner. 3.86 3.75 3a2. All items in your office have bar code labels indicating they are in the non-expendable property inventory. 4.53 4.04 3b2. The annual inventory & reconciliation of records was completed in a timely manner. 4.06 3.86 3a3. Your work orders for furniture and equipment are dealt with correctly and in a timely manner. 4.55 3.91 3b3. Furniture, appliances and equipment are reasonably up-to-date and well maintained. 4.34 4.04 3a4. The welcome kit was available and delivered on time. 4.74 4.50 4.62 4.35 3b4. The welcome kit was complete and serviceable. 3a5. You are kept informed of the status of your requests for service. 4.15 3.56 3b5. The residential furniture & appliance policy is written, available, and appropriate. 3.72 3.67 3o. Overall, you are satisfied with the furniture, appliance & equipment operation. 4.46 4.00 Note: Questions within a shaded box indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

31. Comments about Property Management – Cairo State/ICASS • I do not know if the policies are readily available • The SPM operation is a "can do" operation at post. Very pleased with their willingness to assist where possible and their prompt response to requests for service. • We maintain our own furniture. It is managed by our own supply NCO We are however part of the appliance pool • FCS owns its own furniture and does not participate in the furniture pool. We do participate in the appliance pool and I am very satisfied with that • Our furniture is provided by OMC and not DoS. I am satisfied with OMC furniture pool and equipment management. • Good service. • We do not receive an annual inventory for residential items. • Very helpful staff • Residential inventories are only required on occupying and leaving, not annually as implied by the question. • Appliances break frequently. I have had 4 washers and 2 dryers in the last 6 months. • Post continues to order small refrigerators and large over sized washers and dryers when smaller units fit better in quarters • There needs to be better coordination between Housing, Facilities, SPM. It is not satisfactory to tell the person requesting a service that he/she needs to call someone else. We shouldn't have to run around

32. Comments about Property Management – Cairo USAID • for items 1 & 2. All items have bar code but don't indicate what type of property it is. • None of the above is used by me • Sorry -- Nothing to bitch about • Maintenance issues for air conditioning equipment and one hot water heater remain unresolved. • Maintenance staff should undergo training and certification to ensure that they are qualified to perform tasks in their area of expertise. • overall, it's fabulous. only thing is we can't get bags for the vacuum cleaners - either need to give them to us free or ensure they're in the commissary or give us some and charge us up front. • What's a residential furniture & appliance policy? Never saw it. • With a large family, apartment and a long list of inventory in my apartment, the warehouse should provide assistance in doing household inventories. Since I am a tandem couple we also have State items in the apartment. • just have some issues safety wise, do not have an escape ladder in case of fire. Can not open our doors without a key so in case of emergency, there could be a problem. • Again, USAID has it's own inventory • No complaints; seems very good. • I do not believe that I have ever received an annual inventory list. • It would be more convenient to be able to have workers come before or after the work day so that we do not have to take time off for service calls. • I have only just arrived at post and so am not in a position to comment yet. • I have only received one residential inventory list. It is not done annually as mentioned in the survey. I am not sure of the furniture and appliance policy as I have never seen it or researched it, I assume it is there. • The ratings above refer to the USAID-provided residential furniture and appliance services.

33. Property Management Costs Comparison Statistics

34. Property Management Costs Comparisons

35. Residential Maintenance • Due to time constraints, the Shared Services Study team collected some information, but did not conduct a detailed examination of this cost center

36. 4% 4% 7% 24% 61% 17% 8% 0% 58% 17% 2% 4% 2% 27% 65% 9% 14% 9% 55% 14% 9% 26% 11% 26% 26% 21% 38% 8% 21% 13% 8% 20% 28% 36% 8% 6% 13% 11% 41% 30% 4% 8% 12% 60% 16% 0% 4% 5% 36% 55% 13% 50% 17% 21% 0% 4% 8% 4% 34% 51% 8% 4% 28% 48% 12% 4% 11% 11% 38% 36% 13% 17% 17% 39% 13% 6% 19% 6% 38% 31% 17% 30% 30% 17% 4% 10% 18% 22% 28% 22% 6% 6% 6% 63% 19% 2% 2% 7% 21% 67% 0% 17% 17% 61% 6% 2% 17% 33% 19% 29% 4% 13% 29% 50% 4% 2% 4% 17% 42% 36% 4% 17% 38% 38% 4% Strongly Disagree Disagree Neutral Agree Strongly Agree 2% 12% 38% 25% 23% 4% 12% 32% 48% 4% 0% 7% 9% 41% 43% 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% 80% 100% Residential Maintenance Results - Cairo State/ICASS (n=25) USAID (n=56) Mean Mean 4a1. Upon your arrival at post, your residential unit was ready for move-in, with the utilities on, repairs & painting completed and the unit thoroughly cleaned. 3.50 4.35 4b1. Residential maintenance staff promptly corrected any problems identified during your move-in. 3.50 4.50 4c1. Upon your arrival at your new residence, you were given verbal and/or written instruction on how to operate and clean appliances – alarms, generators, location of circuit breakers and water cut-off valves 3.34 2.67 3.76 3.16 4a2. Routine maintenance repairs are performed correctly the first time. 4.42 3.76 4b2. Work orders are responded to in a timely manner. 4c2. You are routinely asked to provide written or verbal feedback on the quality of repairs made. 4.21 2.46 3.93 3.52 4d2. The work crews routinely clean up the work area after completion. 4a3. The residential maintenance office notified you in advance, of scheduled maintenance activities. 3.69 3.22 4b3. Preventative maintenance is done regularly and the area is cleaned up afterwards. 3.34 2.61 4a4. Emergency repairs are done quickly so as to minimize damage and inconvenience. 4.48 3.81 4b4. There is a clear and published definition of what “emergency maintenance” means. 3.55 3.56 4.06 3.38 4a5. You are kept informed of the status of your requests for service. 4b5. The residential maintenance policy is written, available, and appropriate. 3.56 3.21 4.19 3.36 4o. Overall, you are satisfied with the residential maintenance services provided. Note: Questions within a shaded box indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

37. Comments about Residential Maintenance – Cairo State/ICASS • Chronic problems are not fixed, or not fixed properly. Landlord not made to solve problems that are his/hers. • I have a day-time servant at home and a local admin assistant at the office so I rarely deal directly with the residential manager. Things work OK, although there have been a couple of instances of less than stellar work (bath tub installed uneven) • Workers often do not appear to be properly equipped to do the job, and lack advanced tools and technology, although they sometimes can do miracles with little or nothing and are innovative in improvising. Occasionally the repair causes more damage • We have our own military NCO is oversees our requests and coordinates with the residential maintenance personnel. We notice that lot of the repairs require more than 1 trip to the residence. • Yes - but we have had difficulties getting the landlord to repair aircon • Often it takes several attempts by maintenance to correct a problem. • The staff always cleans up well, accommodate their schedule to when my maid will be there if I can't be, and are polite to her. • They have to return numerous times before an item is repaired. They stop work on holidays even though they were the ones that didn't fix the problem correctly the first time. They stink! • Been here 1.5 years and never had any yearly/preventative maintenance unlike in other posts. • Provide adequate funding for training of employees and to purchase correct materials and tools • When I first arrived at post int he middle of the night I was placed in temporary quarters which clearly had not been checked beforehand. The washing machine drain was not connected to the outlet (and the place flooded) the air conditioning only worked... • There wasn't any batteries in the smoke detector in the bedroom, and I haven't been contacted about cleaning any of the filters although I try to clean all of the filters monthly.

38. Comments about Residential Maintenance – Cairo USAID • None of the above is provided by State Dept • The housing and maintenance people at this mission are the best. customer oriented. X should be given special recognition. • Maintenance issues for one AC unit and a hot water heater remain unresolved. I just have to live with an AC unit that is too noisy to operate while I sleep and a hot water heater that will only support one shower within an hour. • If the repairs involve paint or glue (repairing wooden floors or tiles floors and walls in the bathrooms, etc.), the work is very shoddy with paint and glue slopped all over. I've had paint drips on personal items because they did not use drop clothes • Seems that it takes ABB a long time and a number of staff to complete seemingly simple tasks. • No preventative maintenance (or very little) is done. At a minimum, a list of items should be given to the employee to complete which would indicate any areas where preventative maint may be needed. • USAID has it's own contractors • The maintenance service is responsive but often the work is not done properly and has to be redone or there is very little regard for quality (for example, tiles are broken when doing repair work and not repaired, or repaired poorly) • Very responsive. Unit is relatively new and has few problems. • The maintenance crew has been completely responsive to my maintenance requests, and i have been fully satisfied. • We always have been provided same or next day service on all maintenance requests we have made. • good job always done. • It has been super in all respects with exception of outside contractors hired during summer when workload is heavy. They have done a terrible job, splattered paint on furniture, rugs, floor, etc. They are not the regular year-round staff. • I have only just arrived at post and so am not in a position to comment yet. • The crews do not always clean up after themselves sufficiently. • When I arrived an apartment was not ready so I lived in a TDY apartment for two months. I have not been in my apartment long enough to trigger any preventative maintenance requirements. • The residential maintenance contractor used by USAID provides the best residential maintenance services I have seen in my twenty years in USAID. • Every time the crew comes to our house, they refuse to clean or take off their shoes. Given the dirt and grime in this city, they always leave foot prints and dirt all over the apt (esp. if they are fixing a water problem).

39. Leasing

40. Leasing (Cont’d)

41. Leasing (Cont’d)

42. Leasing (Cont’d)

43. Leasing (Cont’d)

44. Leasing (Cont’d)

45. 0% 8% 8% 42% 42% 6% 11% 6% 40% 38% 5% 20% 25% 45% 5% 9% 9% 27% 45% 9% 6% 6% 2% 37% 49% 0% 20% 40% 60% 80% 100% 6% 10% 12% 27% 46% 100% 0% 20% 40% 60% 80% Strongly Disagree Disagree Neutral Agree Strongly Agree Leasing Results – Cairo State/ICASS (n=25) USAID (n=56) Mean Mean 2a. Your residence is the appropriate size and layout for your family’s needs and MORE or LESS comparable in size and layout to others at post regarding seniority and family size. 4.17 3.92 2b. The leasing office ensures that the landlord of your residence expeditiously resolves problems with the residence OR the required repairs are made by staff in accordance with the terms of the contract. 4.18 3.25 2c. Overall, you are satisfied with the leasing office. 3.98 3.36 Note: Questions within a shaded box (2b-c) indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

46. Comments about Leasing – Cairo State/ICASS • I live in a government-owned house, in-town, with substantial representational space, especially in the garden. My family's actual living space is more than adequate, but we do not regularly use the representational space for family purposes. • Need to use leverage with landlord more forcefully. • The leasing office pays no attention to residents' requests. Our housing office is equally disinterested in resolving "problems." I have had a water leak problem since moving in more than 2 years ago. The Embassy has not fixed it • b. Misconception. The resident contacts maintenance for repairs, maintenance requests leasing office action with landlord. • They do a horrible job. I have resorted to fixing things myself. • I haven't been in too many other apartments to verify this. We are happy with our living quarters. • Post fudges on sizes of units, every post measures differently • Our house is government-owned.

47. Comments about Leasing – Cairo USAID • a. I can't answer this as I don't know the size and layout of residences at post. • b & c. Apply to the USAID leasing office. • My lease is maintained exclusively by USAID. • Housing has totally unacceptable levels of natural lighting, resulting in significant depression impacts on my family. "that'st the way all apartments are" is not an adequate response, as I have not seen any other apartments with such limited window • the landlord makes an enormous profit from USAID leases; the time taken for repairs on the outside of the building (elevator, etc.), lack of repairs and very scruffy looks of the building are seriously out of line with landlord profits • I was put in an apartment that was much smaller than all of the other people of my rank and family size. I was very unhappy with the situation. I requested to be moved but no one assisted with this. I found an apartment on my own • Although State pays more for its leases, their apartments are of a better quality. Good housing is one the easiest ways to keep folks content at any post. I think AID could do more. • Agree with the size but there is problem with storage or closet place. • USAID has it's own housing, separate from State • My housing at four previous posts was better than at my current post. • For the 'above market' rental price paid to the landlords, they should be providing much better repair and maintenance service to tenants. Unfortunately they do not, and the housing office staff are not strict in forcing them to do the required repairs. • Frankly, I think for my rank and my position, I should have better housing than I do. I don't particularly like my apt. For the most part, there is no view: it is blocked by another very close bldg. and there are other factors i won't go into. • Great job. Services are prompt and well done. • EXO policy is now to force employees to live near the USAID building, even if this means more expensive housing and reduces the quality of life of dependent spouses. This lack of flexibility done in the name of facilitating the bi-annual repair crew. • I have only just arrived at post and so am not in a position to comment yet. My housing was deemed not suitable so other housing is being sought. Satisfaction will depend on the length and outcome of the search. • My ratings above apply to the USAID Executive Office and its contractors. • I have had no problems with the leasing office. They do a great job. • Living in an apt limits the space available, compared to other posts. I think the contracted service provides EXCELLENT service to maintain the apt-- they are prompt, proper, and efficient.

48. Leasing Costs Comparison Statistics

49. Leasing Costs Comparisons