Jim Aynes Executive Director Employment Source Fayetteville, NC
What Customers Want
Pamela M. Munoz Mission & Installation Contracting Command Director, Installation Contracting Office Joint Base Lewis-McChord
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Agenda • Introduction/background • Times of federal budget constraints • Is it time to consider realigning your business focus? • Being competitive in a tight fiscal environment • My experience as a contracting professional • Closing
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Introduction/Background • Pamela M. Munoz – Director, Installation Contracting Office, Joint Base Lewis-McChord – 19 years contracting experience; 4 years as Director – First AbilityOne experience in 1993 as a Contract Administrator
• Mission and Installation Contracting Command (MICC) – HQ, Army Materiel Command (AMC) – Army Contracting Command (ACC) – Mission and Installation Contracting Command (MICC) • 7 Contracting Centers • 35 Installation Contracting Offices (ICOs)
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Times of federal budget constraints • DoD/Army are curbing their appetite for contract support • Down scoping existing contracts • Where is Army spending what money they have? – Government in-sourcing (?) – Critical needs to support mission (CONUS/JBLM) • • • •
Installations that are Power Projection Platforms (PPPs) ARFORGEN Cycle (Reset/Train-Ready/Available) Infrastructure/Facilities Maintenance Support of Wounded Warriors/Warriors In Transition
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Time to consider realigning your business focus? • Products or services mix • Geographical • Can your business “roll” with your customer’s sometimes dramatic change in mission that impact contract requirements?
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Being Competitive in a tight fiscal environment • More than just performance, technical capabilities, and fair price • Changing environment for competition – Increased competition between NPAs/crossing regional areas – Expanding to more complex contracts of higher dollar value
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Being Competitive in a tight fiscal environment • Bring your “A” Game to the table – Understand who your customer is • Mission • Culture • Location – Give the customer a “feel” for who your company is and what you stand for – Demonstrate energy and eagerness to be our partner – How does your company provide “value added”? – Employment of Service Disabled Veterans – Be able to articulate why going AbilityOne/NISH is your customer’s best contract solution – Offer your ***unconditional guarantee*** for quality services
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Being Competitive in a tight fiscal environment • Keep lines of communication open – Regional NISH Office – Government • Contracting Office Director • Contracting Officer • Contract Specialist/Administrator • Contracting Officer’s Representative
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My experience as a contracting professional • Build strong partnerships with high performing NPAs • Proven history of success and value added opens the doors to more opportunity • Winning new customers is about alleviating perceived risk – ***Unconditional Guarantee*** of quality contract performance – How will people with disabilities perform; be able to provide quality service to meet mission requirements – Breaking down stereotypes – You understand – and can demonstrate – knowledge of your customer’s mission and culture – Your ability to articulate how you will meet the changing needs of your customer (ARFORGEN)
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Closing
Pamela M. Munoz Mission & Installation Contracting Command Installation Contracting Office Joint Base Lewis-McChord pamela.m.munoz@us.army.mil
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What Customers Want
Deborah A. Ault Chief, Contracts Division Mission & Installation Contracting Command Center Fort Knox
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Agenda
• • • •
Introduction/background What the ‘Customer Wants’ NISH and Fort Knox Closing
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Background • Debbie Ault – Chief, Contracts Division, MICC Center - Fort Knox – Over 30 years contracting experience: Procurement Clerk Typist, Purchasing Agent, Contract Administrator, Contract Specialist, Division Chief
• MICC Center - Fort Knox Customers – US Army Accessions Command; US Army Recruiting Command; US Army Cadet Command – Human Resources Command – Military Entrance Processing Command – Garrison – Various others
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What the Customer Wants
• Contract Compliance • Good Working Relationship
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NISH and Fort Knox
• • • •
Custodial Services Mail and Distribution Services New Initiatives Facilities Maintenance Services – Call Center – Market Research - includes AbilityOne consideration
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Closing
Deborah A. Ault Mission & Installation Contracting Command Center (Fort Knox) deborah.ault1@us.army.mil]
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What Customers Want Growing AbilityOne Opportunities Meeting and Exceeding our Customers Expectations
Jim Aynes Executive Director - Employment Source
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Agenda
History on Employment Source Contract Growth Value add to our customer Creative look and feel Make it easy for the customer to work with you
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Employment Source
Historical growth of Employment Source
Growth Drivers Expand opportunities with existing customers Broaden scope of services and products Expand geographic footprint Page 20
Expansion with Existing Customers Primary customer in our backyard Recognize us as the community resource Develop a business advisory council to gain access to potential customers in local community Outreach to local installations and/or potential business partners, i.e. Chamber of Commerce, Rotary
Build reputation as a trusted partner Meet or exceed expectations Make it easy for customer to with you Cost efficient for services or product provided
Veterans Affairs Medical Center – Switchboard
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Examples of growth with Existing Customers Fort Bragg Mail Services Grounds Maintenance Vehicle Registration Administrative Support – Soldier Welcome Center Basewide Food Service Operation
Fort Bragg, Mail Services
Veterans Affairs Hospital, NC Patient ID badges Patient files and records Switchboard Valet Parking Veterans Affairs Hospital, KY Fort Bragg, Vehicle Registration
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Broaden Scope of Services / Products Know your skill set and area(s) of expertise Strategic expansion Hire people that have knowledge base. [example: Reception Center] Strategic downsize Never fail the customer – use AbilityOne to transfer contract if necessary. [example: custodial services, commissary]
Fort Bragg Welcome Center
Commissary Operations, Ft. Benning
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Examples of business line expansion
Service Expansion Food service Administrative and Mail room operations Grounds Maintenance Food Service operations
Products expansion – we had expertise with wood and metal shop Humvee jacks Military lockers Architectural chairs Range Targets
Military Humvee Jacks
Architectural Design Chair
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Expand Geographic Footprint Be willing to go where the customer has requirements Partner with brick and mortar facilities in off-site locations Example: Redstone Arsenal Alabama – Phoenix Off-Site locations Kentucky – Facilities Management; Administration at VA Cherry Point, NC – Food Service Operations Raleigh, NC – Expansion EPA building Fort Knox o Mail Service Operations o Contact Center and Support – Human Resources Command
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Always Be a “Value Add” to Customer Support in developing Statement of Work As a long-term partner, help identify cost savings for customer Be open to developing partnerships Sub / prime relationships with commercial customers Sub / prime relationships with other non-profits Demonstrate capability Availability and responsiveness Make every customer feel as if they are your most important customer Deliver results – majority of our business has grown based on reputation and demonstrated results Fort Bragg Food Service Awards and Keep the customer happy! recognition for outstanding work 8
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Closing
Jim Aynes Executive Director - Employment Source 600 Ames Street Fayetteville, NC 28301 jaynes@ourpeoplework.org Office: 910-826-4699 ext. 232 Page 27
What Customers Want Growing your business Customer Service is a roadmap to success!
Sherri Scyphers Hungate Vice President Goodwill Industries of South Florida, Inc.
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What is Goodwill’s Mission?
Our mission is to identify persons with significant disabilities, conduct vocational evaluation, provide training and offer employment at GI or locate jobs in the South Florida community.
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Who is Goodwill Industries of South Florida?
•$110 Revenue •2300+ Employees on Payroll •Over 1000 Competitive Employment Placements •Entrepreneurial Business Lines of Grounds Maintenance, Janitorial, Bus Cleaning, Food Service, Document Destruction, Berthing, Miami Herald Advertisement Insertion, Warehousing, Apparel/ Flag Manufacturing, and Retail Stores
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Who is Goodwill Industries of South Florida?
GI does not generate any business income unrelated to its 501(C)(3) status. With 92% of our revenues related to programs, we are rated as one of the most cost-effective not-for-profits in the United States.
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Who are our a Few of our Customers?
• • • • • • • • • • • • • •
Atlantic Oceanographic and Meteorological Agency City of Miami Defense Logistics Agency Troop Support Department of Veterans Affairs General Service Administration Internal Revenue Service Miami-Dade County State of Florida The Miami Herald University of Miami U.S. Air Force U.S. Army U.S. Coast Guard U.S. Navy Page 32
Road Map CRP Mentorship
Phone Customer Service Audits
Written Communications
Easy to Contact
Exceeding Expectations
Happy Customer
Process Improvement
Quality Performance
Professional Face To Face Meetings
Learn Customer’s Problems/ Stresses
Counted on In the Worse of Times
Know SOW /Spec
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Contact
Sherri Scyphers Hungate Vice President Goodwill Industries of South Florida, Inc. 2121 N.W. 21st Street Miami, Fl 33142 (305) 218-2105 SHungate@GoodwillMiami.ORG
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Humor
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Q&A
Jim Aynes Executive Director Employment Source Fayetteville, NC
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Session Evaluation Information
SESSION TITLE: Customers SESSION CODE: OP-W130
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