Welcome to ORS, Inc.

What did we learn today? Great job Incredible amount of valuable information that we need to put to use People want to get their stories out we need to find a way to make this happen Much work to do Can we take the information gathered to define a PWS for the services defined Are we at the right level of aggregation dis-aggregation? Careful to make sure the analysis is useful and valid? 02/06/20 2 Tendency to be organization centric Where is the pay-off in the value propositions we provide blah, blah, blah in order to ???? And how do we demonstrate that we are in fact going after the things that do matter? Where are the benchmarks

02/06/20 3 An ORS Scorecard All in all how are we doing? C1:To provide consistent, high quality facility, protective, research and administrative support services. Means Units 02 Target Roll up of ORS customer satisfaction surveys, segmented by Program Area and customer group % by rank Baseline data 02/06/20 5 Ratings of Satisfaction and Importance during FY02 with Five Major Service Areas ORS Provides to NIH 10 9 9.35 9.12

8.72 7.96 8 7.29 7 Mean Rating 9.15 8.96 7.08 7.48 6.08 6 I mportance Satisfaction 5 4 3 2 1 Building and Space Acquisition & Development Municipal Services

Program Support Property Management Regulatory Compliance Note: The Importance rating scale ranges from 1 - 10 where 1 represents Unimportant and 10 represents Important. The Satisfaction rating scale ranges from 1 - 10 where 1 represents Unsatisfactory and 10 represents Outstanding. 02/06/20 6 Which of the following are most important to you when considering ORS products/services? Competence 9.57 Handling of problems 9.37 Reliability 9.36 Responsiveness 9.32

Quality 9.29 Timeliness 9.04 Availability 8.48 Convenience 8.11 Cost 8.04 1 2 3 4 5 7 8 9 10

Important Unimportant 02/06/20 6 Mean Rating 7 C1:To provide consistent, high quality facility, protective, research and administrative support services. Means Units 02 Target Roll up of ORS customer satisfaction surveys, segmented by Program Area and customer group % by rank Baseline data C2:To have NIH community familiar with the range of ORS services and how to access them. Means Units 02 Target Market awareness surveys, segmented by Program Area and customer group

% by rank Baseline data C3:To meet or exceed sales forecasts in fee-for-service and to understand variances. Means Units 02 Target Track sales against forecast by product and service not less than quarterly $ Meet for exceed forecasts 02/06/20 8 P1:To minimize non-value added activities within ORS processes. Means Units 02 Target Activity analysis and re-engineering of ORS operational processes Activity time and cost

Baseline data P2:Deliver capital projects on-time and on-budget understand variances Means Units 02 Target Earned value analysis and schedule variance EVA, time 85% on-time, onbudget P3:To have requisite staff in programs and to understand variances Means Units 02 Target Track on-board staff against approved business plan levels FTEs NMT 5% variance 02/06/20 9 LG1:Improve quality of worklife for employees Means Units

02 Target HRMI survey all ORS employees HRMI data Improvement over prior years 02/06/20 10 How do the people in your work group feel about their OPDIV/STAFFDIV? 100% ORS positive NI H positive 80% 61% 60% 49% 71% 71% 69% 45% 40%

38% 38% 20% 30% 29% 0% 1998 02/06/20 1999 2000 2001 2002 11 Do the people in your work group share their expertise, knowledge, and skill to help get the work out? 100% ORS extensive sharing NI H extensive sharing 80% 60% 40% 58% 43%

61% 62% 64% 50% 51% 1999 2000 62% 57% 49% 20% 0% 1998 02/06/20 2001 2002 12 Is information about what is happening in the organization communicated to your work group in a timely fashion? 100% ORS generally NI H generally

80% 60% 40% 44% 44% 39% 40% 1999 2000 40% 34% 45% 50% 42% 33% 20% 0% 1998 02/06/20 2001 2002 13

How much encouragement is given to people in your work group to try new approaches for getting the work done? 100% ORS some/ strong NI H some/ strong 80% 63% 65% 66% 60% 40% 53% 58% 67% 67% 53% 48% 20% 0% 1998 02/06/20 1999

2000 2001 2002 14 LG1:Improve quality of worklife for employees Means Units 02 Target HRMI survey all ORS employees HRMI data Improvement over prior years LG2:Ready workforce for the future Means Role up of ORS readiness index data segmented by Program Area 02/06/20 Units 02 Target Baseline data 15

F1:Manage unit costs Means Units 02 Target Change in unit cost at discrete service level, weighted change in units $/unit weighted cost increase NMT 6% 02/06/20 16 ORS Budget Levels by Program Area 180,000 Property Management 160,000 140,000 Municipal Dollars (000s) 120,000 Program Support 100,000 80,000

60,000 Services Mgt & Support 40,000 20,000 Regulatory Building & Space FY98 FY99 FY00 FY01 FY02 FY03 FY04 Fiscal Year 02/06/20 17 % Change in Units FY02 to FY03 60,000 Weighted average Total Budget Level 50,000

40,000 30,000 20,000 10,000 -40 -20 0 20 40 60 % Change 02 to 03 Property Management 02/06/20 Municipal Program Support Regulatory Compliance Service Management & Support Building & Space 18 % Change in Unit Costs FY02 to FY03 70,000 Weighted average

Total Budget Level 60,000 50,000 40,000 30,000 20,000 10,000 -60 -40 -20 0 20 40 60 80 % Change 02 to 03 Property Management Municipal Program Support Regulatory Compliance Building & Space Service Management & Support

02/06/20 19 % Change in Unit Costs FY03 to FY04 70,000 Weighted average 60,000 Total Budget Level 50,000 40,000 30,000 20,000 10,000 -60 -40 -20 0 20 40 60 80 % Change 03 to 04 Property Management 02/06/20

Municipal Program Support Regulatory Compliance Service Management & Support Building & Space 20 F1:Manage unit costs Means Units 02 Target Change in unit cost at discrete service level, weighted change in units $/unit weighted cost increase NMT 6% F2:Manage total program expenditures to plan and understand variances Means Units 02 Target Variance analysis by organization and services hierarchy of actual expenditures (accural) to forecast

$ 2% overall, NMT 10% within org or service F3:Breakeven over time in SSF operations and understand variances by line of business Means Units 02 Target Balance sheet analysis $ 2-4% portfolio margin 02/06/20 21 P4:Manage contract expenditures to plan and understand variance Means Units 02 Target Track contract expenditure accurals against approved plan levels $ accural NMT 5% variance P5:Maximize facility uptime within NIH core hours

Means Units 02 Target -working on this- hours Baseline data 02/06/20 22

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