Business Development Update Part I

Services Strategic Lines of Business

Welcome!

• Opening Remarks – Rhett Linke, Executive Director, NISH National Business Development

• Line of Business Overview and Updates

• Questions and Answers

Contact Center ServicesPeggy Gritt

Senior Program Manager

2010 Highlights: Successes and “Extraordinary Results”

Hilary Clinton, Secretary of State, says, “you have an extraordinarily talented team who provide the best possible customer experience to U.S. citizens.”

Live Sept. 2010

IT Help Desk allocated July 2010

Grant Program Approved July 2010

Hired Dan WoodsProgram Manager

2011: Current Projects and Initiatives

7 Grants = 300 DFTEs

Beacon GroupPearl VirtualReadyOneAdelente

Tommy NobisTN VolOrion

48 DFTEs, Multi-channel contact center – mail, phone, e-mail

IT Help Desk Consolidation –first phase summer 2011

On the Horizon for Contact Center Services Marketing – Benchmark Study UpdateTraining – Business Development, Business Planning, Technical Proposal Writing and Best Practices; Restart Webinar Series

Building Capabilities 2011 Grant Program IT Help Desk Start-up Resources

Contact Center Services Call to ActionWhat you can do to help reach Extraordinary Results for Contact Center Services: Business Planning taught

by founder of Alpine Access, now with 4000+ agents!TOUR a Contact

Center in your area

ATTEND a training course

WRITE your plan

SUBMIT a grant proposal

Fleet Management ServicesSusan Retter

Senior Team Manager

2010 Highlights: Successes and “Extraordinary Results”

Traditional Non-TraditionalVehicle Maintenance and Other Equipment

*Marine Maintenance

Parts Management *COPARS

Motor Pool / Shuttle Services *Transient Alert Services

POV Storage *Vehicle Upfitting

Vehicle Washing * Aircraft Washing

*Vehicle Marshalling * Clean by Steam

What is new in Fleet Management?

*New focus areas

2010 Highlights: Successes and “Extraordinary Results”

TYPES OF WORK USING STEAM CLEANING

Washing / Sanitation Vehicle Detailing ServicesCars, Trucks, School buses, Ambulances, Motorcycles,

Boats, Golf Carts, Machinery and General surfaces

Clean Interiors, Exteriors, Engine Compartments and

Undercarriages

Janitorial / Tile Solar Panel Cleaning

Grocery Cart/Totes Cleaning/Sanitation

Cemetery Headstone / Statue and Other Stone Surfaces

CleaningGraffiti Removal Aircraft Cleaning

Weed Control Boat Cleaning

Food and Beverage Equipment Grease Kitchen Cleaning

Park and Recreational Equipment

Clean by Steam

Approx. $4,800

Approx. $6,900SteamJet

2011: Current Projects and Initiatives

High-Medium Probability Moody AFB – GA – Transient Alert Services – 4 DFTEsUS Coast Guard / GSA Motor Fleet Management Services, Alameda, CA – 1 DFTEGSA – Puerto Rico – Vehicle Maintenance - 2 DFTEs *(add to current fleet wash project)

Medium – Low ProbabilityFEMA / National 4 sites – Vehicle Maintenance – 20 DFTEsFAA – College Park, GA – Fleet Management – 4 DFTEsNAVFAC – National 4 sites – COPARS – 4 DFTEs

Continuing ResolutionUS Park Police / DC – Vehicle Maintenance – 6 DFTEs – Project on holdUS Border Patrol / San Diego – Vehicle Wash – 2 DFTEs – Project on hold

VA IssuesVeterans Hospitals – Augusta, GA– Shuttle Service– 4DFTEs – Project on hold

Totals: 8 Projects DFTEs = 47

Projects developed for 2011

On the Horizon for Fleet Services

FLEET TRAINING

June 15Webinar – Customer Service Agreements

August 17Clean by Steam – “Hands-On” training sponsored by Steamericas – Carson, CA

September 15Clean by Steam – “Hands-On” training sponsored by SteamJet – Dallas, TX

October 4-5 Fleet Institute Training- Joint Base Lewis-McChord, Tacoma, WA

Fleet Management Services - Call to Action

What you can do to help reach Extraordinary Results for Fleet Management Services:• A collaborative effort is needed

• Tell us about any Fleet related projects or experience that you currently have

• Partner with the NISH Fleet team for briefings/demos to customers

• Keep us informed about accomplishments and Fleet developments

Healthcare Environmental ServicesMark Kessler

Senior Team ManagerNew Line of Business Development

2010 Highlights: Successes and “Extraordinary Results”

• After many years in which our HES business line was stagnant, we have seen dramatic expanded MEDCOM Opportunities

• New PL additions include:

– Fort Belvoir Community Hospital– Martin Army Community Hospital– Ireland Army Community Hospital

2011: Current Projects and Initiatives

• A HES consulting firm has been selected in providing additional support to NISH staff and NPAs

• Expanded partnership with the International Executive Housekeeping Association (IEHA) is underway in helping create future bench strength to NPAs interested in the business line

On the Horizon for HES

• An NISH SME position has been approved and is currently being hired

• As a proactive measure in monitoring quality for this critical business line, 3rd party operational and quality inspections will be performed at HES facilities throughout the country.

• Additional HES opportunities are expected to surface in the coming years.

HES Call to Action

What you can do to help reach Extraordinary Results forHealthcare Environmental Services:

• Consider expanding your current custodial offerings (resume) to include HES type opportunities (i.e., small hospitals, clinics, labs, doctors offices) both AbilityOne and commercially.

• Learn more about HES through the International Executive Housekeepers Association (IEHA)

• Explore other trade associations that can potentially help/support your efforts

• Keep watching for future training opportunities offered by NISH

Hospitality ServicesRaymond Samuels

Senior Program Manager

2010 Highlights: Successes and “Extraordinary Results”

Projects added to the P/L Building Capability and Capacity

• Held trainings through the NISH Academy on Single Solider property management and furnishings management

• Certification course for Defense Housing Management

2011: Current Projects and Initiatives

• Develop Federal customer awareness of AbilityOne Hospitality Services capabilities

• Develop NPA capabilities within the Hospitality Services line of business

• Support NISH regions in PL additions and maintenance of existing PL projects

• Complete Hospitality Services business plan

On the Horizon for Hospitality Services

• Develop and implement training on specific functional subjects. Assess the needs of NPAs to determine which topics to cover

• Continue to explore enterprise-wide solutions to the Federal Government

Hospitality Services Call to Action

What you can do to help reach Extraordinary Results for Hospitality Services:

• Build a network of support for the NPAs and regions

• Partner with NPAs and NISH regions to seek and identify new opportunities

• Work to bridge the gaps in capacity/capability

• Be open minded in ways to build your business

• Support Nish training opportunities to help build skills and capability

• Contact Raymond Samuels for support or assistance at rsamuels@nish.org, 321-217-6648

Laundry ServicesShane Woodson

Senior Program Manager

2010 Highlights: Successes and “Extraordinary Results”

• 40% increase in capability

– Developed new laundries resulting in total CRP laundry facilities increasing from 24 to 34

– Supported the remodeling of several existing laundries

• Added projects in Alaska and potentially Hawaii

• Educational Webinars and Seminars (for operators and customers)

• Commercial business comprises more than 80% of the total volume of linen processed by CRPs

2011: Current Projects and Initiatives

• Educational track for productivity and efficiency

• New business development on Guam (Navy FISC; Air Force)

• CENTREX software called LinenWeb for tracking, trending and analyzing

• MEDCOM solution for Army Healthcare including linen distribution

• Local Laundry Market Analysis

On the Horizon for Laundry Services

• Listen to the customer (NPAs and PAs) for educational needs

• Laundry maintenance training - possibly with Wounded Warriors

• “Fresh eyes” reviews for efficient and effective operations

• On-going database with commercial laundry partners

• Equipment partners with group pricing

Laundry Services Call to Action

What you can do to help reach Extraordinary Results for Laundry Services:

• Constant pursuit of service excellence by building strong customer relations

• Expand your laundry operation to include customer linen distribution

• Maintain impeccable quality

• Achieve low costs

• Go Green

Secure Document DestructionShawn Murphy

Senior Program Manager

2010 Highlights: Successes and “Extraordinary Results”

• SDD provides “jobs” for over 460 persons with the most significant disabilities

• SDD now generates more that $2 million in annual revenue– $11 million combined with commercial revenue

• About 8.5 million lbs. of paper recycled last year from AbilityOne customers

• AbilityOne SDD saved 68,000 trees!

• The total SDD program saved over 520,000 trees!

2011: Current Projects and Initiatives

• USDA Forest Service – DC Metro Area– 3 locations to begin in FY11– Leverage to other USDA FS Regions across the country

• Social Security Administration – Multiple Regions– Pursuing SSA Procurement

• Naval Support Activity – Naval Station Crane, IN– Opportunity grows daily

• Continue PL Addition of IRS locations– Still about 40 IRS locations to be added– Includes 3 Campus/Service Centers

On the Horizon for Secure Document Destruction

• Leverage Current Contracts– All Federal Agencies shred paper

• Enhanced SDD Training Course– Introduction to document destruction webinars– More relevant subcontractor training classes– Specific topics via monthly webinars

• Identify the next IRS national contract– Prospect at the National/Department level– Use NISH, Committee for Purchase, contacts and

connections

Secure Document Destruction Call to Action

What you can do to help reach Extraordinary Results for Secure Document Destruction:

• NPA shredder needed for IRS NE New York

– 6-8 IRS locations

• Look at current AbilityOne Contracts

– All are shredding paper

– Provide me with a contact – I will do the rest

• Shawn Murphy smurphy@nish.org, 925-543-5109

Secure Mail/Digital Document Services

Paul KoepfingerSenior Program Manager

2010 Highlights: Successes and “Extraordinary Results”

• Teaming with Regional BD teams for growth and development

– PL Adds and/or New Development in all 6 regions

• 5 New PL Additions by the end of FY11

– 45 opportunities in this year’s qualified pipeline (11% conversion)

– 16.8 DFTEs (3.3 DFTE/project)

• New line of business training conducted in March

– 46 participants

2011: SM/DDS Current Projects and Initiatives

• Mail Services, Centers for Disease Control

– Multiple delivery sites with over 42 different buildings and 385 mail stops

• Administrative and Support Services for NIEHS

– Mail, messenger, copy/binding services

– Unique blend of services in addition to fleet, logistics and conference room services

• Mail Fulfillment Functions, U.S. District Court - District of Colorado

– Full service print, insert and bulk mail 25,000 letters

• Document Management Solution Pilot

On the Horizon for SM/DDS

• Expand array of training based on CRP feedback

• Develop next stages of Document Management Solutions pilot

• Begin development of best practices and industry standards information

• 30 qualified opportunities currently in FY12 pipeline

SM/DDS Call to Action

What you can do to help reach Extraordinary Results for Secure Mail and Digital Document Services:

• Develop local commercial and government opportunities to further build capabilities

• Develop industry partnerships and take on subcontract role

• Seek out local federal opportunities and bring NISH in to help with a combined sales solution

• Identify and make formal request of training and resources needed to grow capabilities

Supply Chain ManagementGene Ficarra

Senior Program Manager

2010 Highlights: Successes and “Extraordinary Results”

Contracts added to the 2010 Procurement list

• CDC Atlanta, GA• Support three warehouse facilities and seven additional CDC

sites in the Atlanta, GA metro area• 23 FTEs

• EPA Raleigh Durham, NC (Research Triangle Park)• Support multiple warehouse facilities and mailroom operations• 12 FTEs

• FISC Norfolk Naval Station, VA • Manage and operate SCM functions at the Norfolk and Oceania

warehouse • 27 FTEs

• Ft. Buchanan, Puerto Rico • Provide SCM support to Supply Services Agency• 6 FTEs

2011: Current Projects and Initiatives

• Army TACOM OCIE (Reset)

• Ft. Hood (CIF)

• 3PL Partnership (NIB/NISH)

• FISC Annapolis, MD

• Ft. Buchanan

• VISN 15 Network

• Health and Human Services

– Mailroom/Warehouse

On the Horizon for Supply Chain Management

There’s an explosion in SCM opportunities occurring

• SCM Capability presentations are paying off – New opportunities, AbilityOne is providing custom solutions – Additional SCM services added to existing contracts

• DRMO/DLA Disposition Services - Reset Opportunities

• Subcontracting Opportunities

– Army EAGLE program – Department of State – Partnership agreements with large 3PL providers

• Since 2007, the SCM LOB has almost doubled in AbilityOne contact value from $18 million to almost $35 million to date

Supply Chain Management Call to Action

What you can do to help reach Extraordinary Results for the Supply Chain Management line of business:• Identify your current SCM capabilities • Schedule a SCM capabilities site assessment• Sign up to receive NISH SSN postings • Prepare a Sources Sought Notice response template

– Company History– Current Contracts (AbilityOne and Commercial)– SCM Capabilities – Quality Assurance Plan – Technical Plan

• Attend SCM Training Webinars (scheduled to start in August 2011) – Where to research Federal Government Opportunities – How to Identify and Market your SCM capabilities – Partnership building– SCM Requirements (space, labor, equipment, technology)– NISH SSN response template

Total Facilities ManagementDavid Lyons, Senior Program Manager

2010 Highlights: Successes and “Extraordinary Results”

Contracts added to the 2010 Procurement List

• Barnes Building Boston, MA• Work Inc. • 5 FTEs

• Naval Medical Center Portsmouth, Portsmouth, VA • Professional Contract Services, Inc.• 145 FTEs

• FAA William J. Hughes Technical Center, Atlantic City, NJ• Fedcap Rehabilitation Services, Inc.• 86 FTEs

• BOS, Joint Base Andrews AFB• Davis Memorial Goodwill Industries• 31 FTEs

2011: Current Projects and Initiatives

• DPW, West Point, NY • Army, Carlisle Barracks, Carlisle, PA • DPW Fort Meade, MD • WHS Mark Center, Alexandria, VA • DPW Fort Sill, Oklahoma • White Sands Missile Range, NM • DISA, Fort Huachuca, Indian Head and Fort Meade • USDA Albany, CA • DPW Fort Knox, KY• Multi-Purpose Range Complex, Yakima, WA

• Total DFTEs = 476

On the Horizon for Total Facilities Management

• TFM Program OfficeNISH has committed to hiring a dedicated team of professionals that will remain focused on the TFM line of business.

• Fort Knox Project Of Excellence (POE)NISH is investing in innovative training concepts/systems that will allow for future capability development for those NPAs interested in perusing this line of business.

• Continued TFM TrainingNISH has developed a partnership with IMFA/BOMI as part of our commitment to help with capability/capacity development.

Total Facilities Management Call to Action

What you can do to help reach Extraordinary Results for the TFM Management line of business:• Maintain a good working relationship on existing TFM projects• Partner with NISH to identify future opportunities • Build market awareness• Be open to working in other Regions• Develop partnerships (CRPs and Commercial Companies)• Attend Facilities Management Training (IFMA, BOMA, OSHA, PMI and

Construction Management)• Attend other NISH Training Courses (Presentation, Project

Management, ISO and Quality Management)• Review a Performance Work Statement for a DPW or BOSS Contract

Key Accounts ManagementPaul Donohue

Director of Key Accounts

NISH Key Accounts Mission

Mission:

– To accelerate NISH’s growth goal attainment within strategically selected Federal departments by influencing the command-level decision makers that set procurement strategy.

– To be the subject matter expert on key Federal Agencies/Departments as well as a valued resource to our Regional and CRP business development partners.

2010 Highlights:

• Start-up launched in 2010

• Desired Key Accounts Identified:– DOD (Air Force, Army, Navy)– DHS– USDA– GSA

• Coordination of Army EAGLE

Anticipated Outcomes of the KAM program

• Influence procurement strategies early• More AbilityOne opportunities• High level support within agencies• Access to help with acquisition/retention activities• High level connections within the department• Understanding of department’s procurement

Anticipated Outcomes of the KAM program

• Development of DHS opportunities– Recent high level meeting with DHS CPO

• Further penetration of GSA– Recent high level meeting with GSA CPO

• Protect existing business

• More MOUs with Primes and Agencies

• More AbilityOne and Congressional Champions

How you can help

• Keep in contact with major policy changes

• Identify potential Champions

• Advise of potential Key Account Managers leaving the government

Paul Donohue, Director of Key Accountspdonohue@nish.org

703-584-3935

Session Evaluation Information

SESSION TITLE: BD1

SESSION CODE: BD-T1045