Caring for Customers : Caring for Customers : Embracing Change - - PDF document

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“ “Caring for Customers : Embracing Change Caring for Customers : Embracing Change” ” Project Management Project Management – – Experience of the Hong Kong Housing Authority Experience of the Hong Kong Housing Authority

12 May, 2006 12 May, 2006

Ms.

• Ms. Ada

Ada Y.S. Fung Y.S. Fung

Deputy Director (Development and Construction) Deputy Director (Development and Construction) Hong Kong Housing Authority Hong Kong Housing Authority

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Caring for Customers : Caring for Customers : Embracing Change Embracing Change

• Introduction

Introduction

• Refocusing Our Future Direction

Refocusing Our Future Direction

• The Roadmap of Project Management

The Roadmap of Project Management

• Master Layout to Detailed Design

Master Layout to Detailed Design

• Tender

Tender

• Construction

Construction

• Completion and Beyond

Completion and Beyond

• Key Success Factors

Key Success Factors

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Introduction Introduction

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Our Vision Our Vision

• To help all families in need gain access to adequate

To help all families in need gain access to adequate and affordable housing and affordable housing Mission Mission

• To provide affordable quality housing, management,

To provide affordable quality housing, management, maintenance and other housing related services to maintenance and other housing related services to meet the needs of our customers in a proactive and meet the needs of our customers in a proactive and caring manner caring manner

• To ensure cost

To ensure cost-

• effective and rational use of public

effective and rational use of public resources in service delivery and allocation of resources in service delivery and allocation of housing assistance in an open and equitable housing assistance in an open and equitable manner manner

• To

To maintain a competent, dedicated and maintain a competent, dedicated and performance performance-

• oriented team
• riented team

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Refocusing Our Future Direction Refocusing Our Future Direction

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

• Exploring ways to strictly control the construction

Exploring ways to strictly control the construction and management costs and management costs

• Striving to improve its work processes

Striving to improve its work processes

• Streamlining the departmental structure

Streamlining the departmental structure

• Undertaking a review of its Domestic Rent Policy

Undertaking a review of its Domestic Rent Policy

• Taking steps to divest its retail and car

Taking steps to divest its retail and car-

• parking

parking facilities facilities

Roadmap of Project Management Roadmap of Project Management

• the Project Manager of

the Project Manager of Capital Works projects Capital Works projects

• lead, plan, organize and exercise

lead, plan, organize and exercise budgetary, time and quality budgetary, time and quality management management

• risk management

risk management

• value management

value management

• change management

change management

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Development and Construction Division Development and Construction Division

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Feasibility Studies & Feasibility Studies & Conceptual Layout Conceptual Layout

• Who is our client ?

Who is our client ?

• Who is our customer ?

Who is our customer ?

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Feasibility Studies & Conceptual Layout Feasibility Studies & Conceptual Layout

• Partnership through Teamwork and Community Involvement

Partnership through Teamwork and Community Involvement

• C

Core values :

• re values :

Caring, Customer Caring, Customer-

• focused, Creative and Committed

focused, Creative and Committed

2.1

Carry out inception & feasibility studies

2.2

Formulate development parameters

2.3

Prepare conceptual layout, estimate, prog. & financial viability assessment

2.4

Obtain PDRC’s & SPC’s approval on layout, estimate,

• prog. & financial

viability assessment

3 2

• Work flow

Work flow

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Master Layout To Detailed Design Master Layout To Detailed Design

• Share experience

Share experience

• Build smarter

Build smarter

• Quality

Quality

• Sustainable development

Sustainable development

• Cost

Cost-

• effectiveness

effectiveness

• Work flow

Work flow

3 .1 P re p a re

• u

tlin e d e sig n p ro p

• s

a l 3 .2 D e s ig n F

• ru

m 1

• E

xp e rie n ce S h a rin g 3 .3 P ro je ct te a m c

• lla

b

• ra

tio n 3 .6 B C A p p ro v a l

4 3

3 .4 P D R C (2 ) e n d

• rse

m e n t fo r S O M /C H A M s u b m is sio n 3 .5 S O M /C H A M e n d

• rse

m e n t fo r B C s u b m iss io n

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Sustainable Design Sustainable Design

• Promote healthy living, green

Promote healthy living, green environment environment

• Explore energy

Explore energy-

• efficient design

efficient design

• Adopting Life Cycle Assessment and

Adopting Life Cycle Assessment and Costing Costing

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Reuse Reuse Recycle Recycle Reduce Reduce

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Functional and Cost Effective Design Functional and Cost Effective Design

• To utilise shared and surplus resources in the vicinity

To utilise shared and surplus resources in the vicinity

• To review development densities and

To review development densities and catchment catchment areas for community facilities areas for community facilities

• To re

To re-

• examine standards and building provisions to

examine standards and building provisions to

• ptimize design, construction practices and choice of
• ptimize design, construction practices and choice of

materials materials

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Buildability Buildability

• Flat modules

Flat modules

• Mechanized construction

Mechanized construction

• Large panel formwork

Large panel formwork

• Pre

Pre-

• casting

casting

• Prefabrication

Prefabrication

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Serving Special Needs in the Community Serving Special Needs in the Community

• Enhance accessibility

Enhance accessibility

• Provision of facility

Provision of facility

• Flexibility of internal layout

Flexibility of internal layout

• Universal Design

Universal Design

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Response to Heritage and Neighbourhood Response to Heritage and Neighbourhood in Community Housing in Community Housing

• Revitalize the old

Revitalize the old neighbourhood and improve neighbourhood and improve quality of living quality of living

• Enhance community

Enhance community involvement in the planning involvement in the planning process and participation of process and participation of local resident organizations local resident organizations in heritage conservation and in heritage conservation and community art design community art design

• Provide quality and

Provide quality and affordable public housing for affordable public housing for the target population the target population

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Specification Specification

• Technical contents enriched

Technical contents enriched

• User friendly

User friendly

• A web

A web-

• based system

based system

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Regulatory Submissions Regulatory Submissions

• R

Regulatory egulatory compliance compliance

• S

Standards tandards / practices / practices

TENDER TENDER

Translating design into reality Translating design into reality

• Drawing production

Drawing production

• Tender documentation

Tender documentation

• Invite tenders

Invite tenders

• Tender evaluation

Tender evaluation

• Tender acceptance

Tender acceptance

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

5.1

Prepare tender documents

5.2 Invite tender 5.3 Evaluate tenders and submit tender paper to TC / HDTB for approval

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5.4 Accept tender

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• Work flow

Work flow

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Procurement Principles Procurement Principles

• Safeguard the open and fair

Safeguard the open and fair competition in the market place competition in the market place

• Partner in a fair, reasonable and

Partner in a fair, reasonable and ethical manner ethical manner

• Provide effective administration

Provide effective administration which is accountable and which is accountable and transparent transparent

• Obtain value for money

Obtain value for money

• Incorporate risk management on

Incorporate risk management on a holistic basis a holistic basis

• Maintain continuous

Maintain continuous improvement improvement

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Contract Implementation Contract Implementation and Performance and Performance Monitoring Monitoring Tendering Tendering and and Approval Approval Procurement Procurement Strategy and Strategy and Listing Listing Contract Contract Review and Review and Migration Migration

Sustain Quality Performance and Sustain Quality Performance and Service Improvements Service Improvements

• Performance Assessment Scoring System

Performance Assessment Scoring System

• Preferential Tender Award System

Preferential Tender Award System

• Strategic Partnering schemes

Strategic Partnering schemes

• Specify value objectives

Specify value objectives

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Performance Monitoring Performance Monitoring

A A “ “Family of Family of Systems Systems” ”

• PASS

PASS

• BSPASS

BSPASS

• MASS

MASS

• PSAPAS

PSAPAS

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Preferential Tender Award System (PTAS) Preferential Tender Award System (PTAS)

• Outstanding performers have a better chance of winning

Outstanding performers have a better chance of winning the contracts the contracts

• Performance as well as price become significant in the

Performance as well as price become significant in the consideration of tenders consideration of tenders

• The system is firmly based on PASS score and league

The system is firmly based on PASS score and league positions of companies is equitable and also objective positions of companies is equitable and also objective

• The system is further enhanced with corporate score

The system is further enhanced with corporate score component component

• Contractors strive hard to achieve good Performance

Contractors strive hard to achieve good Performance Scores Scores

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Strategic Partners Strategic Partners

Premier League Scheme Premier League Scheme

• motivates contractors who adopt sound

motivates contractors who adopt sound management systems and practices management systems and practices

• provides incentive to upgrade their

provides incentive to upgrade their professional and competency, and to professional and competency, and to invest in new technologies invest in new technologies

• encourages development of a culture of

encourages development of a culture of continuous improvement by recognizing continuous improvement by recognizing and rewarding consistently good and rewarding consistently good performance and contribution performance and contribution

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Alternative Procurement Mode Alternative Procurement Mode

Modified Guaranteed Maximum Price / Modified Guaranteed Maximum Price / Open Book Contracting model Open Book Contracting model

• enable integration of contractor

enable integration of contractor’ ’s expertise s expertise and innovation and innovation

• provide cost saving incentives

provide cost saving incentives

• support better control of subcontracting

support better control of subcontracting

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Counterparty Management Counterparty Management Information System Information System -

• COMIS

COMIS

• 1

1

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience Counterparty Counterparty Listing Listing Tender Tender Contract Contract Application Application Vetting Vetting Performance Performance Committee Committee Reporting & Reporting & Query tools Query tools System System interface interface Security Security Workflow, Workflow, DMS DMS E E-

• mail and PC

mail and PC utilities utilities

• Total Business Relationship Management
• Support to Procurement
• Knowledge Management

CONSTRUCTION CONSTRUCTION

6.1 Prepare for Commencement

• f Work

6.2 Construction Management 6.3 Manege & control expenditure / budget 6.4 Report contractor’s performance 6.6 Arrange Final Inspection & Handing Over

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6.5 Prepare for Substantial Completion & Issue Completion Cert. 6.7 Action on Maintenance Period & Final Account 6.8 Conduct Post Construction Review, Feedback & Experience Sharing

• Work flow

Work flow of foundation construction

• f foundation construction

7.1 Prepare for Commencement

• f Work

7.2 Contract Progress / Quality / Safety Management 7.3 Contract Expenditure / Budget Management 7.4 Assessment of Contract / Sub-contractor Performance 7.7 Post Contract Review

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7.5 Substantial Completion & Handing Over 7.6 Maintenance Period 7.8 Final Account 7.9 Handling of Latent Defects

• Work flow

Work flow of building construction

• f building construction

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Coming together is a beginning. Coming together is a beginning. Keeping together is progress. Keeping together is progress. Working together is success. Working together is success.

• Partnership

Partnership

• A

A common sense of purpose common sense of purpose

• Commitment to quality

Commitment to quality

• Common

Common goal goal

• Dispute Resolution Advisor System

Dispute Resolution Advisor System

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Driving Improvements through Driving Improvements through Continuous Assessment Continuous Assessment

• Comprehensive performance assessment

Comprehensive performance assessment

• Assessed on a regular basis

Assessed on a regular basis

• Driving throughout the entire project life cycle

Driving throughout the entire project life cycle

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Site Safety Site Safety Strategy Strategy

• Accident analyses

Accident analyses

• Tenders and Contracts

Tenders and Contracts

• Sanctions and Incentives

Sanctions and Incentives

• Site Related Safety Culture and Safety

Site Related Safety Culture and Safety Systems Systems

• Organisations

Organisations’ ’ Safety Culture and Safety Safety Culture and Safety Systems Systems

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Site Safety Site Safety

Accident Rate per 1000 workers

160 374 353 364 302 295 275 236 220 227 248 198 150 115 85 68.1 60.3 59.9 206 206 221 195 88 82 90 77 129 109 86 55.8 37.8 32.8 29.2 21 50 100 150 200 250 300 350 400

1989 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 A/C rate HK HD

• Green Card/ Silver Card

Green Card/ Silver Card and Trade Tests for and Trade Tests for workers since 1994 and workers since 1994 and 1995 1995

• Safety Plan and

Safety Plan and Independent Safety Audit Independent Safety Audit since 1996 since 1996

• Pay for Safety Scheme

Pay for Safety Scheme since 2000 since 2000

• Pay for Safety,

Pay for Safety, Environment and Environment and Hygiene Scheme in 2003 Hygiene Scheme in 2003

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Housing Construction Management Housing Construction Management Enterprise System Enterprise System -

• HOMES

HOMES

D aily S ite In s p ec tio n M

• n

th ly P ro g res s R ep

• rt

(C

• n

trac ts ) P ro g res s P aym en t C ertific atio n P ro g res s R ep

• rt

(P ro jec ts ) P ro g res s S u m m ary (P H C P )

S M / P M P M S ite C M Q S

Re- use of I nform ation Filtering and Sum m arization

D a t a M a n a g e m e n t

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Other Government Departments Utilities Companies Consultants Property Management Subcontractors Suppliers Housing Department Contractors Project Bank

Completion and Beyond Completion and Beyond

• Customer

Customer-

• oriented Process
• riented Process
• Creating Caring Community

Creating Caring Community

• Service

Service-

• oriented Management and
• riented Management and

Maintenance Maintenance

• Fostering Green Living concept

Fostering Green Living concept

• Promoting Clean Living Culture

Promoting Clean Living Culture

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Technical Improvement Technical Improvement Unit (TIU) Unit (TIU) Media /Public Media /Public Complaints Complaints Residents Survey Residents Survey Analyse data and prepare a framework Analyse data and prepare a framework for the Joint Site Visit for the Joint Site Visit Mass Intake of Mass Intake of Residents Residents Joint Site Visit Joint Site Visit Post Post Completion Review Completion Review Debriefing and Experience Sharing Debriefing and Experience Sharing

Feedback on contract management Feedback on contract management to process owners to process owners

• R

Reviews Model Client Brief eviews Model Client Brief

• Reviews Design Guides

Reviews Design Guides

• Review feedback and feed forward

Review feedback and feed forward process process

• Proposed maintenance strategies

Proposed maintenance strategies Revised Model Client Brief Revised Model Client Brief and Design Guide and Design Guide

Approval Approval Knowledge Dissemination Knowledge Dissemination Feedback Feedback Completion Completion

A Customer-oriented Process: Post Completion Reviews

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Creating Caring Creating Caring Communities Communities

• A platform for tenants

A platform for tenants’ ’ participation in estate participation in estate management management

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Estate Management Advisory Estate Management Advisory Committee Committee

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Services Services-

• oriented Management
• riented Management

and Maintenance and Maintenance

• Publicity and Tenant Education Plan

Publicity and Tenant Education Plan

• Total Maintenance Scheme

Total Maintenance Scheme

• In

In-

• flat Ambassadors

flat Ambassadors

• Estate Improvement Programmes

Estate Improvement Programmes

• Maintenance Hotline

Maintenance Hotline

• Customer service coordinators

Customer service coordinators

• Monitoring property service agents and

Monitoring property service agents and maintenance contractors maintenance contractors

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

Fostering Green Living Concept Fostering Green Living Concept

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Promoting Clean Living Culture Promoting Clean Living Culture

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

KEY SUCCESS FACTORS KEY SUCCESS FACTORS

• Partnering through teamwork

Partnering through teamwork

• Creating better value in service delivery

Creating better value in service delivery

• Focusing on sustainability

Focusing on sustainability

• Providing incentives to sustain continuous

Providing incentives to sustain continuous improvements improvements

• Improving

Improving quality performance quality performance

• Promoting community involvement

Promoting community involvement

• Training and education

Training and education

• Applying the use of Information Technology

Applying the use of Information Technology

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience

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Thank You Thank You

Project Management Project Management – – The Hong Kong Housing Authority The Hong Kong Housing Authority’ ’s Experience s Experience