Client Business Review at Trinity College
For Period of October 1, 2020 to December 31, 2020
Presentation Date: 01/15/21
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Agenda Items 1. 2. 3. 4. 5. 6.
Executive Summary COVID-19 Update Incentive Compensation and KPI’s Custodial, O&M and Grounds Highlights Customer Engagement Staffing and Corporate Support
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Executive Summary • Emergency response to flood at Elton and Downes • Snow removal from 2 storms over holiday break • Roof repairs • Campus cleanup (leaf debris) • Received additional air purifiers to be distributed in accordance with Triumvirate’s recommendations • New Chief Engineer on-boarded
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COVID19 Response
Enhanced Cleaning Paused • Enhanced cleaning program paused mid-December • Program to be resumed mid-February • Despite being paused, we are cleaning COVID-positive rooms and isolation rooms • The custodial department reset all isolation rooms in Doonesbury • Both childcare center locations have been sanitized up to enhanced cleaning standards
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Change and Expectations There will be changes to existing norms, processes, and expectations in response to COVID-19 concerns.
Market Conditions
Challenges A shift towards wellness as COVID-19 highlights the need to provide building occupants with a safe, sanitized environment
Funding additional scope
Janitorial services are a critical component to employee health Campus occupants are hyper-aware of the appearance of cleanliness and will expect more transparency and visibility into the cleaning process Until a COVID-19 vaccine is widely availability, clients will be looking for their facilities partner to provide strategies to minimize transmission risk
Stay within the existing budget
Solutions
Shift of services, rather than additional services
• ABM is positioned to lead as the economy reopens • We are developing solutions for bringing facilities back online and managing risk in the “new normal” 7
Work Instructions
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Incentive Compensation and Key Performance Indicators
KPI Takeaways • Incentive program effective January 1, 2020 • Need to formalize Incentive Program metrics ‒ Submitted customer survey process to client for approval ‒ Formalize which metrics are used
• SITE QA Inspections scheduled to be audited on the week of 1/18
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Suggested FOM Incentive Program Metrics • FOM Maintenance Standards # 5 8
Metric % of compliance with work order resolution time for Reactive Maintenance % of work orders completed during month
Oct 2020
Nov 2020
Dec 2020
3 Month Avg.
88%
83%
69%
80%
78%
94%
96%
89%
‒ We have seen a steady uptrend in % of work orders completed during month ‒ Techs are maintaining a steady rate of resolution time compliance on Reactive Maintenance work orders
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KPI Takeaways • Steady uptick in % of work orders completed during the month – We have seen an upward trend in the 3-month period of work orders completed during the month
• SITE scores have remained above the established goal of 85% across the entire quarter – More SITE inspections have been conducted per month, and as soon as deficiencies are identified they are prioritized
• Additional focus on increasing the number of self-generated work orders created – Tech retraining is scheduled as a reminder/refresher on how to properly document their time within the work order system 12
Custodial Highlights
Highlights from Quarter • Winter shapeups • 10 90-gal trash drums provided to Doonesbury • Between Jones and Summits 100 rooms were turned over for winter cleaning and residency • Mass garbage pickup/removal in dormitory corridors and basements following the November moveout • Cultural houses all deep-cleaned
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Winter Shape-ups
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Doonesbury Trash • Continued trash pickup frequency due to COVID isolations • Students eating in created a large amount of waste • 10 90-gallon trash drums and additional trash bins delivered to Doonesbury
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Grounds Highlights
Highlights from Quarter and Future Focus • • • • •
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5,300 Spring flowering bulbs planted for the upcoming semester Snow removal Leaf debris removal McCook flat rooftop cleaned Gutter cleaning campus-wide
Leaf Debris Removal
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Snow Removal
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Gutter Cleaning
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Operations and Maintenance Highlights
Highlights from Quarter • • • • • • • • • 23
New Chief Engineer Ray Hayden onboarded on December 14th Mechanical room cleanups continue Roof repairs at 73 Vernon St, Hallden Hall Satellite removed from the roof of McCook, area patched over Dry sprinkler line relocated per The Hartford Steam leak and condensate line repair on Gates Quad Installed steam and reheat coils at Seabury Spackling and painting on the third and first level of the library Steam leak repair in the Downes basement next to high-voltage equipment
Elton Flood
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Gates Quad Steam Leak
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Library Spackle and Paint
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Mechanical Room at Raether Library
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Library Lobby Cushions Reupholstered
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Customer Engagement
Astor, The ABM crews did an outstanding job today clearing all the main arteries throughout campus quickly and making our job over here at Campus Safety easier and safer. As I leave tonight at 7pm, the campus looks great for travel for both pedestrians and vehicles. I had the opportunity to talk to many of your employees throughout the day and I would like to tell you that everyone I spoke with had a really pleasant demeanor. Faced with this extreme foul weather, everyone seemed to have a great attitude about it! Thank you for taking care of 76 Vernon St.; plowing, shoveling and salting in a very timely manner so that our personnel and visitors could enter/exit the building safely. Great job all! Donna Donna J. Tadiello | Campus Safety Sergeant
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Community Feedback
• “Hi again Astor, Thank you and your workers for solving the problem. I got a call from (I believe) a technician on Tuesday letting me know that they fixed the broken link between a pump and shaft, and we had hot water and our lab was successful on Wed. All my best!” ‒ Dr. John D. Mertens, Professor of Engineering
• “Hi Tom – We are now reliably getting notices on the animal room issues, when they are out of range and then when they are back in … This was a chronic and incredibly frustrating issue that kept going in circles and was on the verge of getting more serious. On behalf of all the research folks, THANK YOU.” ‒ Susan A.Masino, Vernon Roosa Professor of Applied Science
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Client Engagement Regular Meetings between ABM’s Account Manager and key individuals/departments: • • • • • • •
Bi-weekly call with Brian Heavren, Director of Campus Safety Daily discussion with Susan Salisbury, Director of Res. Life Daily discussions with Tom Fusciello, AVP of Construction Weekly call with Rich Pettit, Assistant Athletic Director of Facilities Daily discussions with Trinity Project Manager (construction) Patricia Healy Daily discussions with Meg Fitzsimmons Continuous communication with the campus community related to upcoming project work that may cause disruptions in service
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Staffing and Corporate Support
Corporate Support • • • • • • • • • •
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Tom Martin – Senior VP Andy Canicatti – Regional VP Peter Avitable – Regional Director of Operations Randall Glass – Regional Director of Operations - Education Fred Surace – VP of Labor Relations Arthur Giacopelli – Director of Procurement, Contract Services Connie Stager – Regional Human Resource Manager Denham Hall – Operations Support Specialist Jeff McGrath – ABM Northeast Regional FOM Manager William Pipp – National Director of Grounds And Hardscape
Thank You
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