Download - When You Come to a Fork in the Road, Take It: Rutgers & Sightlines ERAPPA 2016 Presentation
When You Come to a Fork in the Road, Take It
Presenters: Dianne Gravatt, Assistant VP of Facilities OperationsCarol Trexler, Director of Employee ServicesLindsay Demczko, Regional Service Manager, Sightlines
Session Goals:
1. Learn about the Rutgers
Story
2. Identify elements that can help you
manage change on your campus
- Communicating Consistently- Using data- Streamlining Policies - Managing Customer Expectations
College Campuses are Changing
1880
1885
1890
1895
1900
1905
1910
1915
1920
1925
1930
1935
1940
1945
1950
1955
1960
1965
1970
1975
1980
1985
1990
1995
2000
2005
2010
2015
0%
2%
4%
6%
8%
10%
12%
14%
16%
Sightlines Database- Construction Age Sightlines Database- Renovation Age
% o
f GSF
Needs of Buildings are Converging
Pre-War Post-War Modern ComplexPercent of Total
Space 40%Percent of Total
Space 27%
Sightlines Database of Buildings
Increasing Maintenance & Custodial Coverage
Sightlines Database – Custodial Coverage (GSF/FTE)
Sightlines Database – Maintenance Coverage (GSF/FTE)
20072008
20092010
20112012
20132014
20150
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
GSF/
FTE
20072008
20092010
20112012
20132014
20150
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
100,000
GSF
/FTE
Change on Rutgers Campus
UMDNJ, Housing and Legacy
campuses merge under 1 division
New Big Ten peer group sets high standards for
facilities investment
Centralized management of 27 million GSF
Rutgers Has Diverse Space with Different Needs
Rutgers - State
Rutgers - Housing
Rutgers Camden
Rutgers Newark
Rutgers Biomed-ical & Health
Sciences (RBHS)
0%10%20%30%40%50%60%70%80%90%
100%
58%
93%79%
30%
5%
100%
37%
7%21%
51%
19%
Distribution of Space Function Across Rutgers Campuses
Acad/Admin Residential Sci Research Clinical/Medical
% o
f GSF
*excludes student life, garage, and support space
Housing Newark Camden New Brunswick
RBHS0
20,000
40,000
60,000
80,000
100,000
120,000
Pre-Merger Maintenance Coverage on Rutgers Campuses
GSF/
FTE
Maintenance Staffing
Housing
Newark
Camden NB
RBHS0.0
1.0
2.0
3.0
4.0
5.0Technical Complexity
Rutgers New Brunswick
Rutgers Housing0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
Pre-Merger Custodial Coverage: Housing vs. New Brunswick E&G
GSF/
FTE
Custodial Staffing
2013 2014 20150
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000 Housing Custodial Coverage
Rutgers Housing Housing Peers
GSF/
FTE
Once Upon a Time…
Timeline of Events
June 30, 2013
• Rutgers Facilities & Capital Planning – New Brunswick (& outlying areas)
• Rutgers Facilities – Camden
• Rutgers Physical Plant – Newark
• UMDNJ Facilities – North
• UMDNJ Facilities – Central
• University Housing – Piscataway & New Brunswick
July 1, 2013
Rutgers UniversityFacilities & Capital
Planning (Statewide)
Timeline of Events
Rutgers UniversityFacilities & Capital
Planning (Statewide)
January 1, 2016
Rutgers Public SafetyADD
New Division: Institutional Planning & Operations
To create an evolving, safe, functional, and inviting environment to advance the institutional aspiration.
BeforeNew Brunswick
12 Million GSF
8 Departments
600 Employees
4 Unions
6 HR Staff
AfterStatewide
27 Million GSF
23 Departments
2,700 employees
10 Unions
18 HR Staff
Before & After, by the Numbers
Consistency is Key
Navigating Change,from an HR Perspective
Challenges
• Size• Complexity• Union Environment• Positions (220 Job Titles)• Processes & Procedures• Cultures• Physical Separation• Fear of Change
“The single biggest problem with communication is the illusion that it has taken place.”
George Bernard Shaw
Communicating a Consistent Message
Sr. VP
VP/AVP
Director
Supervisor
Staff Town Meetings Focus Groups New Employee Orientation HR Info Sessions Monthly Bulletin – “Engage” Division Newsletter – “Inside
IPO”
Needs Assessment Addressing Specific Departmental
Needs ESL Program Webinars Computer Skills Intro to Supervision Certificate
Program
Training & Professional Development
What Was, What Is, and What Will Be?
Navigating Change, from an Operations
Perspective
Before12 Million GSF
New Brunswick
400 Employees
3 Unions
4 Direct Reports
After27 Million GSF
Statewide
1,400 employees
8 Unions
7 Direct Reports
Operations - Before & After
Discovery: Learn job responsibilities
Re-Organization: No lay offs
On-Going: Update org chart
Organizational Development
Using Data to Drive Decisions
Cleanable Square Footage/ Day # Days Total Square Footage
/week FTE Total Square Footage/ Custodian
Housing EVS 1.2 M 5.5 6.6 M 143 46,445
Facilities EVS 1.8 M 5.5 9.7 M 207 46,763
APPA Level
FTE Needed: 38,500 for Housing, 41,000 for Facilities
New Hires Needed Approved
Square Footage/ Custodian
Housing EVS 1-3 173 30 31 38,170
Facilities EVS 1-3 236 29 12 44,201
Current
Planning Tool
Establish & Manage Customer Expectations
Develop Service Level Agreements
Service Types:
Standard:base level services
Specialized:specific to certain
areas
Enhanced:
billable
Establish & Manage Customer Expectations
Task Public Areas
Private Offices
Classrooms and Labs
Conference Rooms
Clinical Rooms; Housing;
Public Restrooms
Dust horizontal surfaces Weekly Weekly Daily 3x/week DailyMop or vacuum Daily Weekly Daily 3x/week DailyRestore floor finishes As needed As needed As needed As needed As neededEmpty trash containers Daily Weekly Daily Weekly DailyClean and sanitize water fountain Daily - - - -
Refill soap and paper supplies - - - - Daily
Clean boards - - Daily - -
Streamline & Implement Best Practices
Before9 call centers
11 work order systems
After3 call centers
1 work order system
3 purchasing methods 1 purchasing method
and University level standardization
5 timekeeping systems 1 timekeeping system
What Was, What Is, and What Will Be?
Lessons Learned
1. Understand the New Landscape2. Set Goals3. Use Data to Drive Decisions and Track Performance4. Be Opportunistic for Efficiency Gains5. Communicate a Consistent Message6. Communicate Expectations with Customers7. Build Relationships and Ask for Feedback8. Stay Flexible
What Helps When Navigating Change?
Questions & Discussion
Dianne Gravatt, Assistant VP of Facilities OperationsCarol Trexler, Director of Employee ServicesLindsay Demczko, Regional Service Manager, Sightlines