Southeast Sunbelt Region 4Service Centers

GSA 2011 Customer Workshop

Atlanta, GA

Historic Rich’s BuildingSam Nunn Atlanta Federal

CenterAtlanta, Georgia

Atlanta South Service Center

Local GSA Customer Service & Property Management

•Day-to-Day Federal Building Operation•Customer Liaison to Lessor in Leased location / Lease Admin. & Management

Local Project Managers•Assist Customers with Project Development•Prepare Scope of Work (SOW) & Cost Estimates•Build multidisciplinary team to execute, communicate, and manage construction

What is a Service Center?

Peachtree Summit BuildingAtlanta, Georgia

Atlanta North Service Center

Access to Regional Resources

• “Face” to the Customer• Answers questions / provide solutions• Assists with technical & long-term planning

Service Center Directors•Provide management direction & leadership to local GSA staff•Navigate different organizational areas of responsibility to meet customer needs•Implementation of key initiatives

What is a Service Center?

Martin Luther King Jr. Federal BuildingAtlanta, Georgia

Atlanta Central Service Center

Courtney DeBordDirector, Service Center Division

Julius GoodmanDeputy Director, Service Center Division

Region 4 Service Centers

Region 4 Service Centers Contacts

Montgomery Federal Building and Courthouse

Montgomery, AlabamaAlabama Service Center

Thecla LindseyAlabama

Clayton Hopper

Memphis

Jason WithersAtlanta Central

Christopher Morgan

Kentucky

Dennis GentryNashville

Albert RouseAtlanta South

Michael KingNorth

Carolina

Art BeardSouth

CarolinaJimmie KearnsAtlanta North

Michael Lawson

Savannah

Donald RollinsMiami

Daniel SextonTampa

GSA Office

GSA Satellite Office

Gene Snyder U.S. Customs and Courthouse

Louisville, KentuckyKentucky Service Center

SERVICE DELIVERY FOR YOU &

YOUR CUSTOMERS

OMB Requirements as the “Govt’s

Business Manager”

__________________Executive

Orders__________________

Audits/Mgmt. Controls

SERVICE CENTERS

Service Centers’ “Mission Balance”

Dan M. Russell, Jr. Federal Building

Gulfport, MSMemphis Service Center

“Government Business Manager”

•Maximize use of federally controlled space•Receive Fees for work/services provided (example: Overtime Utilities)•Receive Fees for building, operating and constructing space according to OMB requirements (OMB/PBS Pricing Policy)

Service Centers

Wilke D. Ferguson U.S. Courthouse

Miami, FloridaMiami Service Center

Support of Executive Orders/Initiatives

•Use of federal space, historic properties and locating in CBD’s•Contracting in support of socioeconomic initiatives (small/minority owned business, sight-impaired concessionaries, NISH contractors)•Sustainable operations and construction – improved energy performance of government’s real estate portfolio•Now and Future – reduce government’s overall rent bill

Service Centers

Performance Measures

Duncan Federal BuildingKnoxville, Tennessee

Nashville Service Center

Energy Reducti

on

Water Reducti

on

Project Delivery

Customer Transacti

ons

FFO (Leased

)

Leasing Cycle Time

Project Managem

ent

Capital Cycle Time

Allocation of Space

RWA Cycle Time

Greenville Federal BuildingGreenville, South Carolina

South Carolina Service Center

•Service Centers Evaluated on a 2-year Cycle•Evaluation team comprised of program experts from regional office•15 key program areas measured according to standards of excellence:

−Financial Management−Procurement−Operations & Maintenance−Elevators−RWA’s−Repair & Alterations program−Building Services−Concessions−Lease Administration−COOP−Safety & Environmental−Fire Protection−Portfolio Management−Child Care

MARS Reviews

Tomochichi U.S. CourthouseSavannah, Georgia

Savannah Service Center

Self-Measurement•Customer satisfaction•Efficiency (operating cost vs. private sector)•Energy savings•Construction completion timeliness•Program integrity (MARS reviews)

Human Capital•Professional certifications (RPA, LEED)•Credentialed architects, engineers and project managers

In Pursuit of “Operational Excellence”

Veach-Bailey ComplexAsheville, North Carolina

North Carolina Service Center

Buildings•LEED and Energy Star® performance•Building automation systems to monitor conditions, improve operational management & efficiency

In Pursuit of “Operational Excellence”

R.L. Timberlake Jr. Federal Building AnnexTampa, Florida

Tampa Service Center

•“Seamless handoff” – establishing appropriate relationships and getting services in place (OT Utilities order, custodial services for non-fully serviced leases)•Inspect leased property, compare conditions against lease terms and lessor’s periodic schedule of services•Manage periodic services such as cyclic carpet/paint replacements•Manage lease alterations when no change to lease terms (i.e. no space expansion)•Communicate/resolve deficiencies/initiate cures as needed•Satisfy the needs of end users – bridge gaps between lease terms and expectations of on-site customers

SC’s Lease Management Role

London Courthouse and Courthouse AnnexLondon, Kentucky

Kentucky Service Center

Principles•Constrained by the terms of the lease•GSA actions, deadlines and penalties must be legally enforceable•Provide the lessor fair opportunities to correct

Enforcement•Initial inspection by GSA identifies deficiency•PM issues letter to lessor identifying deficiency & providing deadline for correction: PM monitors•If due date passes, formal cure initiate w/concurrence of Realty CO; another letter issued with new date; PM monitors correction•If 2nd due date passes, legal staff consulted, initiate GSA correction (develop SOW, estimate, GSA CO on board to procure)•Realty CO send outs letter #3, PM monitors, if no action, pursue GSA funding to execute contract remedial work.

Lease Cure Process

Nashville Federal Office Building

Nashville, TennesseeNashville Service Center

Do your employees at each facility…

−Know how to report issues to GSA to facilitate quick resolution?−Understand the service levels they are entitled to under their lease/occupancy agreement?−Understand their Occupant Emergency Plan (OEP)?−Know how to order OT Utilities?−Understand their responsibility for reducing energy consumption/waste per Executive Order 13423?−Understand the consequences of directing the lessor or a contractor to perform work?

GSA can partner with you to assist in these areas!

We Want to be Your GSA Advisor

Help Us Help YOU

Richard B. Russell Federal Building Pavilion

Atlanta, GAAtlanta Central Service

Center

We need the Lessor to stay on top of…

1. Ensuring the SC is aware of Customer Requests

2. Completion of Cure Notice Items3. Communicating potential gaps

observed between service called for by lease and service actually needed

4. Communicating possible non-compliance with Lease terms by Customer

5. Notification of any discrepancies with costs or payments associated with Customer Requests

GSA partners with you to assist in these areas!

SC’s Top 5 Priorities for Lessor

Richard B. Russell Federal Building Pavilion

Atlanta, GAAtlanta Central Service

Center

Thecla Lindsey Alabama SC (205) 731-0135

Jason Withers Atlanta Central SC (404) 562-0037

Jimmie Kerns Atlanta North SC (404) 331-1421

Albert Rouse Atlanta South SC (404) 562-0068

Christopher Morgan

Kentucky SC (502) 582-6436

Clayton Hopper Memphis SC (404) 215-8681

Donald Rollins Miami SC (305) 536-5751

Dennis Gentry Nashville SC (615) 695-6819

Michael King North Carolina SC (704) 926-7062

Michael Lawson Savannah SC (912) 652-4208

Art Beard South Carolina SC (803) 253-3757

Daniel Sexton Tampa SC (813) 228-2351

Questions?