2007-2008 Santa Clara County Civil Grand Jury Report County Building Maintenance: High Cost, Poor Customer Communication

Conclusions 4

• CL1 Page 5
  FAF Building Operations lacks written policies, procedures, rate information, training, and clear reporting of its customer charges.
• CL2 Page 5
  FAF Building Operations lacks a feedback mechanism for its customers.
• CL3 Page 5
  FAF building maintenance costs are above market rates, and FAF customers have been directed not to obtain the services from outside vendors.
• CL4 Page 4
  FAF Building Operations lacks a focus on customer communication. Customer contact is sometimes limited to the initial phone call requesting service and does not include providing estimated cost or time, requiring customer signoff of completed work, or providing timely and clear reporting of customer charges for work performed. In addition, Building Operations believes that their customers are satisfied but has no current processes to gather customer feedback. No documentation or training is provided for the customer, including policies, procedures, or cost information. Building Operations follows a full-cost recovery model which includes high overhead costs, so County agencies are generally paying higher than market rates for County building maintenance. Because FAF Building Operations fully recovers its costs, there seems to be little motivation to ensure efficiency or lean staffing levels. 4 Findings and Recommendations Findings have been reviewed with the subject agencies. Finding 1 FAF Building Operations lacks written policies, procedures, rate information, training, and clear reporting of its customer charges. Recommendation 1 FAF Building Operations needs to develop and publish documentation to include customer policies, procedures, and rates. Customer training on procedures and costs is recommended. Finding 2 FAF Building Operations lacks a feedback mechanism for its customers. Recommendation 2 FAF Building operations needs to develop a customer satisfaction feedback process. Finding 3 FAF building maintenance costs are above market rates, and FAF customers have been directed not to obtain the services from outside vendors. Recommendation 3a FAF needs to ensure that its costs are in line with or lower than outside costs for the same services by increasing efficiency or adjusting staffing levels as appropriate. Recommendation 3b The County Executive should reconsider the 1999 directive that County agencies must use FAF Building Operations for building maintenance and allow the agencies to use outside contractors. 5 Key References Documents County of Santa Clara, Department of Correction employee, to Facilities and Fleet employee. Email, September 21, 2008. County of Santa Clara, Facilities and Fleet Department, Facilities web page. http://www.sccgov.org/portal/site/faf/agencychp?path=%2Fv7%2FFacilities%20a nd%20Fleet%20%28DEP%29%2FFacilities (accessed May 12, 2008). County of Santa Clara, Facilities and Fleet Department, Building Operations Division. FY07 Standard Labor Rates, May 24, 2006. County of Santa Clara, Facilities and Fleet Department, Building Operations Division. List of Customers by Business Volume, May 9, 2008. County of Santa Clara, Facilities and Fleet Department, Building Operations Division. Response to Work Orders, May 7, 2008. County of Santa Clara, Facilities and Fleet Department. Survey of Local Businesses (sic), May 6, 2008. County of Santa Clara, Office of the County Executive, Memorandum. GSA Facilities Department, Building Operations Division, May 14, 1999. Santa Clara Valley Health & Hospital System, Public Health Department. Letter to Chief of Corrections, Department of Corrections Re: Annual Health Inspection – Elmwood Men’s Facility – 2007, December 24, 2007. 6 Interviews February 21, 2008 Administrative Support Officer, County of Santa Clara Probation Department February 21, 2008 Administrative Services/Facilities, County of Santa Clara Probation Department April 28, 2008 Division Commander, Elmwood Complex, Department of Correction, County of Santa Clara April 28, 2008 Elmwood Assistant Division Commander, Department of Correction, County of Santa Clara April 28, 2008 Safety Officer, Elmwood Complex, Department of Correction, County of Santa Clara April 28, 2008 Administrative Services Manager, County of Santa Clara Facilities Department/Building Operations Division May 2, 2008 Administrative Services Manager, County of Santa Clara Facilities Department/Building Operations Division May 6, 2008 Manager, Building Operations, County of Santa Clara Facilities & Fleet Department/Building Operations Division May 9, 2008 Correctional Support Services Manager, Department of Correction, County of Santa Clara 7 PASSED and ADOPTED by the Santa Clara County Civil Grand Jury on this 5th day of June, 2008. Raymond A. Blockie, Jr. Foreperson Tim Cuneo Foreperson pro tem Kathryn C. Philp Secretary 8

No Responses Found 1

Government entities assigned to respond to this report. No response documents have been linked in our database.