Sample CBR

Client Business Review at Suffolk University

Period of Jul 1, 2020 to Sep 30, 2020

10/22/2020

Moment for Safety ▪ Practice Social Distancing - Avoid Groups of 10+

▪ Avoid Close Contact with Sick Individuals

▪ Stay Home when Sick - Cover Cough / Sneeze

▪ Clean & Disinfect Frequently Touched Objects & Surfaces

▪ Frequent Hand Washing with Soap for 20+ Seconds

2

Agenda

3

1

COVID-19 / Return to Campus (Enhanced Clean)

2

Incentive Program / Key Performance Indicators

3

Customer Satisfaction

4

Custodial Highlights

5

Facilities Highlights

Covid-19 Response • • •

ABM sends multiple COVID-19 trainings every day Constantly updating Standards Operating Procedures to specifically address COVID-19 ABM COVID Website

ABMWay HUB

4

COVID-19 Response •

Maintained service until August, with reduced custodial, FOM and sub-contractors •

• • •

5

Full staff returned in August

EnhancedClean began August Emphasizing PPE & practicing social distancing Able to secure adequate supplies at all times​

ABM EnhancedClean™ ABM’s EnhancedClean™ program is a three-step approach that delivers healthy spaces with a certified disinfection process backed by experts.

KEY DIFFERENTIATORS: • Certified Processes Backed

by Experts

• Hospital Grade Disinfectants & Specialized Equipment • Innovative Solutions including Evidence Based Testing

6

ABM EnhancedClean™ • • • • • •

Training for All Custodial Employees Certification for EnhancedClean Specialists Different Uniforms for EnhancedClean Specialists Initial Full Campus Cleaning Completed in August 3x Daily High Touch Cleaning Weekly E-misting •

7

Each building has electrostatic sprayer

ABM EnhancedClean™

8

ABM EnhancedClean™

9

Incentive Compensation and Key Performance Indicators

Incentive Program • Three measurements for incentive program 1.

2.

3.

–

–

•

11

Custodial Service Cleanliness O&M Maintenance Standards Customer Satisfaction Incentive compensation considered when exceeding all three requirements Forfeiture considered if failure of any one requirement

ABM was close, but did not qualify for incentive this past quarter

Incentive Program 1. Custodial Service Cleanliness – ABM did not qualify for incentive – (14) Incentive Compensation will be considered by the University in the event 100% of the inspected spaces have a score of 85% or more in SITE – (15) Incentive Compensation will be subject to forfeiture in the event ABM fails to achieve the specified cleanliness score of more than 82% in SITE # 14 15

12

Metric % of spaces where cleanliness exceeds a score of 85 Campus wide cleanliness score

Jul 2020

Aug 2020

Sep 2020

3 Month Avg.

100%

100%

97%

99%

100

99

97

99

Incentive Program 2. O&M Maintenance Standards – ABM did not qualify for incentive – Incentive Compensation will be considered by the University in the event the following Key Performance Indicators both have results of 90% or better – Incentive Compensation will be subject to forfeiture in the event either of Key Performance Indicators fails to achieve a score of 85% or more #

13

Metric

5

% of compliance with work order resolution time Reactive Maintenance

6

% of compliance with work order resolution time for Preventative Maintenance

Jul 2020 92%

Aug 2020 95%

Sep 2019 89%

3 Month Avg. 92%

95%

85%

91%

90%

Incentive Program 3. Customer Satisfaction – ABM did not qualify for incentive – Incentive Compensation will be considered by the University when the results of the Customer Satisfaction Survey indicate a “Satisfied” percentage of 95% or more – Incentive Compensation will be subject to forfeiture when the results of the Customer Satisfaction Survey indicate a “Satisfied” percentage of less than 90%

Result: 93% Satisfied (14 of 15 responses)

14

KPI Takeaways • Backlog – Average volume of 18 work orders per month – Average 18 days ▪ Historically between 50-80 days old

• Return to majority of work orders generated from community • Can improve percentage of labor captured on work orders – Average 74% for quarter: would like to be at 80%

15

Move, Event, and Miscellaneous Hours • 10,762 hours of Move and Event hours through Sep – 18,000 bank; 7,238 remaining for base contract (Jul 2021)

• 397 hours of Miscellaneous hours through Sep – 3,000 bank; 2,603 remaining for base contract (Jul 2021)

16

Customer Feedback

Customer Feedback • 15 of 56 responded – 27% response rate • 93% satisfied (14 of 15 above 50%) • Overall community is satisfied

18

Feedback from Community “The management team and Tony Carter has excellent communication with any issues.”

– Ramon Nunez, Lieutenant SUPD

“Always quick to get in and clean rooms as needed. Lobby’s always looking great” – Survey Response

“Always quick to jump in to help, reach out if they are unsure of a request, great attitude and great presence.”

– Anita Sen, Administrative Services Manager, Communication, Arts & Theatre

19

Custodial Highlights

Training • • • •

21

Weekly Operational & Safety Training Monthly Job Training Workflow and Job Cards for Employees Certification for Enhanced Clean Specialists

Highlights from Quarter • 120 Tremont Carpet Cleaning

22

Highlights from Quarter • 120 Tremont Carpet Cleaning

23

Highlights from Quarter • 73 Tremont Elevator Track Cleaning

24

Highlights from Quarter • Responding to emergency requests

25

Highlights from Quarter • Responding to emergency requests

26

Highlights from Quarter • Various Cleaning

27

Highlights from Quarter • • • •

28

310 Wall Mount Sanitizers 150 Floor Stand Sanitizers 200 Wall Mount Wipes 210 Floor Stand Wipes

Highlights from Quarter • Reduced Staff through August • Summer Room Turns • Summer Projects – Pressure Wash (73 Tremont, 120 Tremont, 150 Tremont, 10 Somerset, 20 Somerset) – Strip and Wax (Sawyer, 20 Somerset, 73 Tremont) – Furniture Deep Clean – Shampoo Carpets

• Student Move-In • Cleaned Miller Hall after Pine Street Inn Move Out • Opening 1 Court Street for Residence Hall

29

Facilities Highlights

Training – Facilities • No safety incidents past quarter!!!

– Custodial & Facilities

• Weekly Safety and Operational Training – Putting on/taking off facemasks, Ladder safety, Reducing Traffic Hazards, etc.

31

Highlights from Quarter • Elevator Cab Purifier

32

Highlights from Quarter • 10 West Boiler Project

33

Highlights from Quarter • 1 Court Street Showers

34

Highlights from Quarter • Chiller Motor Replacement

35

Highlights from Quarter • Ridgeway Elevators

36

Highlights from Quarter • Student Move-In – 13 days of move in – Move in students to 3 hotels

• Miller Hall Back Online (painting, furniture and carpet logistics) • Work with Energy Team to create project plan for implementing savings • 10 West Boiler Replacement • 73 Tremont Car Elevators – Awarded Bid in September • 150 Tremont Power Surge Repairs • 120 Tremont condenser water pump replacement

37

Value Added by ABM • COVID-19 Support – – – –

Reduced Staff for Savings from May-Aug Elevator Cab Purifiers AHU Filters Presented AHU Ionization Solution

• 1 Court Street Construction Support • Elevator Solutions – Ridgeway and 73 Auto Lifts – 120 Tremont Pricing – 73 Freight and Library Pricing

38

Previous Strategic Goals • Implement Enhance Cleaning Protocols – Completed

• Return Buildings to Normal Operation (BAS/HVAC) – Completed

• Restore Miller Hall – Completed

• Continue Building Rounds – Increased Rounds Ongoing

• Boiler and Heating System PM’s – Completed

• Res Life Room Turns and Repairs – Completed

• Mod 2 Cancellation – Completed 39

Current Strategic Goals • • • • • •

Energy Project Plan Solution for 73 Tremont Freight Elevator Chiller PM’s Major Generator PM’s Window Washing Contract Extension – Exercise 2 Year Extension

40

Staffing

Corporate Support • • • • • • • • • • •

42

Tom Martin, Senior VP Andy Canicatti, Regional VP Peter Avitabile, Regional Director Randall Glass, Regional FOM Doug Mitchell, VP of FOM Services Billy Pipp, Regional Director of Grounds / Hardscape Fred Surace, VP of Labor Relations Arthur Giacopelli, Director of Procurement, Contract Services James Norton, Senior VP of Sales Larry Simpson, Sales Director, Education Solutions Tabitha Dubois, Regional Human Resources Manager

Org Chart – Management Tony Carter Director of Operations

Aspen Nehra Admin Assistant

Shawn Connolly Chief Engineer

Building Mechanics Electrician Plumber HVAC Tech Carpenters

43

Kayla Lilly Project Manager

Locksmith Utility Mechanics Building Mechanics Life Safety Systems Elevators

Denham Hall Operation Analyst

Roberto Nascimento Custodial Manager

Jiuver Campo Silva 1st Shift Assistant Manager

Jorge Ortega 2nd Shift Custodial Supervisor

Jose Ayala 3rd Shift Custodial Supervisor

2nd Shift Custodians

3rd Shift Custodians

Thank You!