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 Services Peggy Gritt Senior Program Manager
2010 Highlights: Successes and “Extraordinary Results”
Live Sept. 2010 Grant Program Approved July 2010
IT Help Desk allocated July 2010
Hilary Clinton, Secretary of State, says, “you have an extraordinarily talented team who provide the best possible customer experience to U.S. citizens.”
Hired Dan Woods Program Manager
2011: Current Projects and Initiatives
48 DFTEs, Multi-channel contact center – mail, phone, e-mail 7 Grants = 300 DFTEs Beacon Group Pearl Virtual ReadyOne Adelente Tommy Nobis TN Vol Orion IT Help Desk Consolidation – first phase summer 2011
On the Horizon for Contact Center Services Marketing – Benchmark Study Update Training – 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 Action What you can do to help reach Extraordinary Results for Contact Center Services: Business Planning taught TOUR a Contact Center in your area
by founder of Alpine Access, now with 4000+ agents!
ATTEND a training course
WRITE your plan
SUBMIT a grant proposal
Fleet Management Services Susan Retter Senior Team Manager
2010 Highlights: Successes and “Extraordinary Results�
What is new in Fleet Management? Traditional
Non-Traditional
Vehicle 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
*New focus areas
2010 Highlights: Successes and “Extraordinary Results”
Clean by Steam TYPES OF WORK USING STEAM CLEANING
Approx. $4,800
Washing / Sanitation
Vehicle Detailing Services
Cars, 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 Cleaning
Graffiti Removal
Aircraft Cleaning
Weed Control
Boat Cleaning
Food and Beverage Equipment Grease Kitchen Cleaning
Park and Recreational Equipment
SteamJet Approx. $6,900
2011: Current Projects and Initiatives Projects developed for 2011 High-Medium Probability Moody AFB – GA – Transient Alert Services – 4 DFTEs US Coast Guard / GSA Motor Fleet Management Services, Alameda, CA – 1 DFTE GSA – Puerto Rico – Vehicle Maintenance - 2 DFTEs *(add to current fleet wash project)
Medium – Low Probability FEMA / National 4 sites – Vehicle Maintenance – 20 DFTEs FAA – College Park, GA – Fleet Management – 4 DFTEs NAVFAC – National 4 sites – COPARS – 4 DFTEs
Continuing Resolution US Park Police / DC – Vehicle Maintenance – 6 DFTEs – Project on hold US Border Patrol / San Diego – Vehicle Wash – 2 DFTEs – Project on hold
VA Issues Veterans Hospitals – Augusta, GA– Shuttle Service– 4DFTEs – Project on hold
Totals: 8 Projects
DFTEs = 47
On the Horizon for Fleet Services FLEET TRAINING June 15 Webinar – Customer Service Agreements August 17 Clean by Steam – “Hands-On” training sponsored by Steamericas – Carson, CA September 15 Clean by Steam – “Hands-On” training sponsored by SteamJet – Dallas, TX October 4-5 Fleet Institute Training- Joint Base LewisMcChord, 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 Services Mark Kessler Senior Team Manager New 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 for Healthcare 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.
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Learn more about HES through the International Executive Housekeepers Association (IEHA)
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Explore other trade associations that can potentially help/support your efforts
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Keep watching for future training opportunities offered by NISH
Hospitality Services Raymond 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 Services Shane 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 Destruction Shawn 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 Koepfinger Senior 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 Management Gene 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
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EPA Raleigh Durham, NC (Research Triangle Park) • Support multiple warehouse facilities and mailroom operations • 12 FTEs
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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
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Schedule a SCM capabilities site assessment
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Sign up to receive NISH SSN postings
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Prepare a Sources Sought Notice response template – – – – –
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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 Management David 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
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Naval Medical Center Portsmouth, Portsmouth, VA • Professional Contract Services, Inc. • 145 FTEs
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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 Office NISH 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 Training NISH 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 Management Paul 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 Accounts pdonohue@nish.org 703-584-3935
Session Evaluation Information
SESSION TITLE: BD1 SESSION CODE: BD-T1045