Working Capital Fund Balanced Score Card...
Transcript of Working Capital Fund Balanced Score Card...
Department of Energy
Working Capital FundBalanced Score Card Targets
Robert Emond
Office of Working Capital Funds
U.S. Department of Energy
(202) 586-2354
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DOE WCF BSC Targets
• Who we are• Matrix Management• Focus on Performance
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DOE Working Capital Fund
• Intragovernmental revolving fund for managing “common administrative services” primarily for DOE Headquarters.
• Organized as 13 “businesses” , each expected to breakeven from program office customer revenues.
• Network or Matrix organization that supplements, not supplants, line organization.
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Current WCF BusinessesTable I: FY 2004 Year End Business Results
(dollars in millions)
$ 3.8$ 1.3$ 95.4$ 96.7Total
1.21.21.32.5PMCDP
0.20.00.50.5Corp Training Srvs
0.40.31.92.2CHRIS
1.3-0.12.22.1Payroll Services
0.70.20.81.0Procurement Mgt
1.40.35.65.9Network
-0.4-0.11.00.9Desktop
-7.80.67.68.2Phones
7.1-1.364.262.9Bldg Occupancy
0.70.22.93.1Printing & Graphics
-0.2-0.22.42.2Copying
0.30.22.22.4Mail
$ -1.1$ 0.0$ 2.8$ 2.8Supply
Net Earnings FY 97 – 04
Net EarningsFY 2004
ExpensesEarnings
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Who We Are (Cont)The objectives of the Fund include:• Improve the efficiency of administrative services by
providing managers with the opportunity and responsibility to make choices on the amount, priority, and, where possible, the sources of administrative services used by their programs;
• Ensure that program mission budgets include a fair allocation of the costs of common administrative services; and
• Expand the flexibility of the Department's budget structure to permit service providers to respond to customer needs.
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WCF Performance Management Features
Fund Management Includes• Matrix or Network Management• Frequent reports to customers• Targets are used to Motivate Performance• Governance by Customer Board
– Notwithstanding Line Responsibilities• Quarterly Reviews of Business Performance• Five-year Plans in BSC format
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WCF Performance Management Features
“We believe good businesses should pay attention to the four corners of their business structure; namely, customers, financial performance, internal processes, and knowledge management including human capital and information systems.”[1]
We ask our businesses to consider balanced indicators when planning over a five-year horizon with an emphasis on current trends in business performance (baselines) and anticipating the future needs of the business. The focus on these leading and lagging indicators will predict business line success.
[1] FY 2006 Congressional Budget Request
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DOE WCF BSC TargetsOutcome vs. Output Measures• Process Measures• Business line measures• Common Outcome – Support Mission Programs• How do we accomplish this outcome?
– This is what we measure, ie., Output measures
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DOE WCF BSC Targets
Phase 1 & 2 implement at HQ, mining 100% of HQ cardholder transactions. Phase 3 will add one contractor and one Federal DOE site.Phase 3 will expand the pilot to include all contractor sites in fiscal year 2006.
Incrementally implement purchase card data mining pilot in accordance with Project Plan
Performance StandardPerformance Goal for Purchase Card Data Mining
Baselines: Data Source: EAGLS and ACL Frequency: Monthly
Evolution of Measures: Examples
Customer Objective: Improve the visibility of purchase card transactions, with emphasis on reducing any known vulnerabilities.
Mitigate risk to programs of fraud, waste, and abuse of purchase cards. Resolve all instances of questionable use of
purchase cards.
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DOE WCF BSC TargetsFinancial Objective: Improve the availability of funding for programs.
Rebates in excess of data mining costs will be returned to DOE.Increase purchase card rebate potential
Performance StandardPerformance Goal
Reduce costs related to inappropriate use of purchase cards Decrease instances of abuse.
Baseline for financial loss due to PC abuse? DOE has no established baseline for loss due to PC abuse. It would be difficult to measure levels of loss. However, we can measure when there is no evidence of abuse (as a result of surveillance), and we can measure costs recovered when abuse has been uncovered. It will take several years to establish a financial baseline for this business.
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DOE WCF BSC TargetsInternal Processes Objective: Improve contract closeout to accommodate changing contract types. Fully implement Phase 1, 2, and 3 of data mining pilot project
Roll out by phase and fiscal yearRoll out all 3 phases of data mining pilot
Performance StandardPerformance Goal
Reduce the time required to resolve questionable uses of purchase cards
Determine reasonable time-frames for review process.
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DOE WCF BSC TargetsLearning and Growth Objective: Improve knowledge, skills and abilities of staff and improve business systems in support of business line mission.
Each contractor employee is assessed annually for incremental training needs
Contractor Employee Training
All Federal employees associated with the closeout business line have IDPs
Federal Employee IDPs
Performance Standard Performance Goal
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DOE WCF BSC TargetsProcess for Determining Performance Measures: Performance
measures must satisfy certain criteria: • No conflict with line responsibilities of business employees. The best
measures are those used by their managers to measure their individual performance.
• Aligned to business success [fosters organizational commitment].• Easy to capture and part of regular business reporting [data quality].• Designed in a way that employees can align their individual contributions
to organizational success. The best measures have feedback loops that are readily available to the employees’ responsible for business success.
• Aligned to stakeholder perception of success.• Managers understand data limitations, accept the impact of limitations
and mitigate risk of misunderstanding data, and justify using this data in the context of the value of the resulting information and the cost of obtaining better data.
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DOE WCF BSC TargetsBuilding Occupancy Business: Balanced Scorecard ElementsCustomer Objective: Improve customer satisfaction.
Establish baseline for lost workday injury (LWDI) rate
Reduce number of accidents & injuries
Mitigate/resolve 100% of deficiencies found.Improve performance in FEOSH survey
Complete 20% of barriers identified in barriers report*
Reduce barriers to persons with disabilities
Evaluate workstations for 50 personnel at HQ*
Perform workstation evaluations
Average satisfaction level of 3.6*Improve occupant satisfaction
Performance StandardPerformance Goal
*Performance Gradient: Outstanding = >125% of Standard Highly Successful = 110% of Standard Acceptable = meets StandardNeeds Improvement = less than Standard
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DOE WCF BSC Strategies
XXXXXPerform Workstation Evaluations
XXCreate biennial Hazardous Waste Shipment Report
XX XXXCreate and maintain inventory of hazardous materials used in each delegated building
XXXXXConduct Safety and Health Training Programs
XXXXXConduct fire drills for each building
XXXXXPartner with Office of Environmental Safety and Health
XXXXXResolve hazards identified in Safety and Health surveys
XXXXXCalculate LWDI and compare to DOE & OSHA data
XXXXXPerform FEOSH survey for each building
XXUpgrade restrooms to meet ADA requirements (24 /year)
XXXXXPrepare Occupant Emergency Plans for each building
XUpgrade GTN elevators (except 10 & 13) with new controllers and SCR drives
XImprove GTN Cafeteria
XXXXXImprove aesthetics & functionality of public areas
XXXXXReview customer requests & feedback, through APPLIX, feedback cards, e-mail, DOECAST responses, etc.
XXPerform Customer Satisfaction Survey*
XXXXXConduct Space Coordination Meetings
20092008200720062005
Fiscal YearStrategies for Improving Customer Satisfaction
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DOE WCF BSC TargetsBaselines:
Ergonomic Workstation Evaluations Performed
100 100 100 100 100 100 100
55
0
20
40
60
80
100
FY96 FY97 FY98 FY99 FY00 FY01 FY02 FY03
Percentage of FEOSHInspections Closed Out
FEOSH Inspections
83
535
312
196136
5642
0
100
200
300
400
500
600
FY97 FY98 FY99 FY00 FY01 FY02 FY03
Ergonomic WorkstationEvaluations Performed
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DOE WCF BSC Targets83
75 76 75 6959 57
49 46
0
20
40
60
80
100
FY95 FY96 FY97 FY98 FY99 FY00 FY01 FY02 FY03
Number of Accidentsat Headquarters
Results of MA Customer Surveys, FY96-FY98
0
1
2
3
4
5
Caf eter ia Conf er ence & A/ V Oper ations &
Maintenance
Of f ice Space
Management
Aver age
Area of ConcernFY96 FY97FY98
Results of MA Customer Surveys, FY96-FY98 and GSA Survey FY02
012345
Caf eter ia Conf er ence &A/ V
Operations &Maintenance
Of f ice SpaceManagement
Aver age
Area of Concern
Ave
rage
Sa
tisfa
ctio
n
FY96 FY97FY98 FY2002
Accidents at Headquarters
Data Source: ME (formerly MA) Customer Survey, Accident Logs, Workstation Evaluation
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DOE WCF BSC TargetsFinancial Objective: Reduce cost per person
Increase number of occupancy agreements by 14% per year
Obtain occupancy agreements for HQ buildings from GSA
Increase energy efficiency by 28% over the 1985 baseline for FY 2004.
Fulfill the requirements of E.O. 13123
Reduce vacancy rateMonitor Vacancy Rate
Reduce cost per personMonitor Cost/Person
Reduce cost per square foot of leased spaceMonitor Cost/Square Foot (leased)
Reduce cost per square foot of owned spaceMonitor Cost/Square Foot (owned)
House all personnel required to meet organizations’ mission
Monitor Employees Housed
Provide sufficient space to meet organizations’ mission in accordance with IG Audit #DOEIG-0402 dated April 1997
Monitor Total Square Footage
Performance StandardPerformance Goal
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DOE WCF BSC TargetsBaseline:Building Occupancy Statistics
2.262.282.3
2.322.342.362.382.4
2.42
FY97 FY98 FY99 FY00 FY01 FY02 FY03 FY04 FY0559006000610062006300640065006600
Total Sq. Ft.(in millions)Population
Rent and Rent per Person
$6,500
$7,000
$7,500
$8,000
$8,500
$9,000
FY97 FY98 FY99 FY00 FY01 FY02 FY03 FY04$44.00$46.00$48.00$50.00$52.00$54.00$56.00
Average Rent per PersonRent (in millions)
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DOE WCF BSC Targets
215221
209213
208 205
224
213
180
190
200
210
220
230
FY97 FY98 FY99 FY00 FY01 FY02 FY03 FY04
Average Utilization Rate (sq.ft)GSA Goal
HQ To ta l En e rg y Co n su mp tio n
190
240
290
1985
1987
1989
1991
1993
1995
1997
1999
2001
2003
2005
Fis cal Ye ar
BTU
X 1
0 9
Required Planned A c tual
Average Utilization Rate
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DOE WCF BSC TargetsOccupancy Agreements (OA's) with GSA
05
101520
FY01 FY02 FY03 FY04 FY05 FY06 FY07 FY08Fiscal Years
Num
ber o
f A
gree
men
ts
Actual number of OA's completed Goal
Note: Unless otherwise noted, FY 04 through FY 08 data is projected.Data Source: Building Occupancy Business Line Occupancy Agreement October Summary, Energy Consumption data
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DOE WCF BSC Targets
Design < 90 daysProcurement < 120 daysConstruction < 180 days (with exceptions)
Alterations > $25,000
Design < 30 daysProcurement < 6 weeksConstruction < 30 days
Alterations < $25,000
Design < 7 daysProcurement < 3 daysConstruction < 7 days
Alterations < $2,000
Within 30 days of request.Installation and removal of telephones and electrical outlets.
Respond to routine calls within 24 hours.Respond to emergency calls within 3 hours.
Timely response to maintenance service calls.
Performance StandardPerformance Goal
Internal Processes Objective: Operate and maintain equipment and systems in a manner that will provide for orderly operations of the Department, be environmentally responsible, and ensure preservation of the Government’s real property assets.
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DOE WCF BSC Targets
6537 61327360
10,363
0
2000
4000
6000
8000
10000
12000
FY2000 FY2001 FY2002 FY2003
Service Tickets
HQ Maintenance Service Requests
Forrestal Requisitions Received
539479
639
841888
1099 1121 1229 1082
0200400600800
100012001400
FY95 FY96 FY97 FY98 FY99 FY00 FY01 FY02 FY03
Requisitions Received
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DOE WCF BSC Targets
0500,000
1,000,0001,500,0002,000,0002,500,000
FY96 FY98 FY00 FY02
Dollars
Forrestal Alteration DollarsResults of Customer Survey
0
1
2
3
4
5
Oper ations & Maintenance Of f ice Space Management
FY96 FY97FY98 FY2002
Data Source: Requisition logs, Service ticket repair logs and GSA Gallop Poll Survey. Please note one of our strategies is to develop a baseline for service response rates. Frequency: Annual
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DOE WCF BSC Targets
0
20
40
60
80
100
FY98 FY99 FY00 FY01 FY02 FY03
Employees w ith IDPs
Learning and Growth Objective: Improve knowledge, skills and abilities of staff and improve business systems in support of business line mission.
Survey results for ME-411 and ME-412 greater than ME average
Improve Employee Satisfaction
All employees have IDPsEmployee IDPs
Performance Standard Performance Goal
Baseline: Percentage of Employees with IDPs
Data Source: Employee IDPs; ME Culture Survey (FY 2002)Frequency: Annual
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DOE WCF BSC TargetsMail Business Line: BSC Elements
Customer Objective: Improve Customer Satisfaction.
Zero customer complaints regarding on-time delivery of mail.
Improve customer service
Performance StandardPerformance Goal
Baseline: 2003 HR Customer Satisfaction SurveyCustomer Satisfaction Responses (A total of 100 responses received)
0%0Don’t Know
4%4Fair
6%6Good
65%65Very Good
25%25Excellent Service
PERCENTNUMBER RESPONDINGRESPONSE
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DOE WCF BSC TargetsFinancial Objective: Reduce customer’s mailing costs.
Increase the use of presorts mail services.
Improve contractor productivity.Reduce mail costs for program offices.
Performance StandardPerformance Goal
Baseline:
4555
2000200120022003
NUMBER OF OFFICES USING BULK MAIL SERVICESFISCAL YEAR
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DOE WCF BSC TargetsInternal Processes Objective: Streamline internal processes and apply best practices and technology advancements.
02468
Number
FY1999
FY2000
FY2001
FY2002
FY2003
Fiscal Year
PERSONNEL SECURITY
SecurityIncidences
Establish improved sensing/ID processes for incoming mail.
Improve personnel safety
Performance StandardPerformance Goal
Baselines:
Mail Business Line Usage Data
0246
FY 1999 FY 2000 FY 2001 FY 2002 FY 2003
Fiscal YearM
illio
ns o
f Pi
eces Incoming
Postal Mail
InternalDistribution
OutgoingUSPS Mail
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DOE WCF BSC TargetsLearning and Growth Objective: Improve the skills of all staff
0
10
20
30
40
50
60
Number
FY1999 FY 2000 FY 2001 FY 2002 FY 2003
Fiscal Year
STAFF DEVELOPMENT
Training Classes/ SeminarsAttended
100% of staff attends at least 5 classes or seminar per quarter.
Fully train and develop staff100% of federal staff has IDP
Performance StandardPerformance Goal
Baseline:
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DOE WCF Contact InformationHoward G. BorgstromWorking Capital Fund Manager (ME-15)Office of Management, Budget, and EvaluationUS Dept. of Energy1000 Independence Ave., SWWashington DC 20585202.586.5923202.586.8415 [email protected]
Robert F. EmondManagement Analyst (ME-15)Same address and [email protected]
www.wcf.doe.gov