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Federal Facilities Management, Customer Service, and Staff Retention . Brian D. Costlow March 16, 2010 presentation to the Federal Facilities Council. Why? A Philosophy…. Quality of worklife Safety and security Energy conservation – greenhouse gas reduction Pride in ownership

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Federal Facilities Management, Customer Service, and Staff Retention


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    1. Federal Facilities Management, Customer Service, and Staff Retention Brian D. Costlow March 16, 2010 presentation to the Federal Facilities Council

    2. Why? A Philosophy… • Quality of worklife • Safety and security • Energy conservation – greenhouse gas reduction • Pride in ownership • The opportunity to make a difference

    3. Staff Recruitment • Where • How • “Grow your own” • What if things “don’t work out”

    4. Staff Retention • Enrichment • Preventing burnout • Stay current, not complacent • Recognitions • Balancing work, personal life

    5. Federal FacilitiesLeadership – The Essential Balance Managing Budgeting Communication Interpersonal Collaboration Skills Enthusiasm Patience Stamina Lead by example Change-management Technical background Contract law Engineering Project management Laws & regulations

    6. Customer Service • Managing customer expectations • Service-level agreements • Systems for managing taskers • Service provider website • Customer handbook • Courtesy calls

    7. Customer Service • Outreach meetings • Walk-arounds • Ombudsman • Surveys/feedback • Customer service e-mail box • Meet commitments!

    8. Collaboration with Partners • GSA • OMB • NCPC • Other agencies • State and local governments • Congress • Taxpayers • Media • First Responder community • FAMA

    9. What is Next? • Facilities workforce future • General workforce dynamics • Strategic analysis of real estate • Outsourcing insourcing