Department of f Administration Joint Appropriations Committee on General Government March 22, 2017
Department Of f Administration (D (DOA) Joint Appropriations on General Government • Organization and DOA Overview • Budget Highlights • Current Performance Measures and Examples • Contract Management Responsibilities and Outcomes • 2017 Revised Key Performance Indicators (KPIs) • Excellence in All We Do 2
Organization Machelle Sanders John Maddrey Secretary for Administration General Counsel Christy Agner Mark Edwards Vacant Deputy Secretary, Service Ops. Deputy Secretary, Asset Mgmt. Deputy Secretary, Advocacy Phillip Jordan Retha Turner Ron Allison Bryan Brannon Diane Allen Mail Services HRC Non-Public Education Motor Fleet Fiscal Management Director Greg Richardson Alicia Lyon John Crawford Robert Riddle Vacant HUB Surplus Property Indian Affairs State Parking HR Management Director Mary Williams-Stover Angie Dunaway Abdul Baloch Council for Women Auditor Purchase & Contract Greg Gittins Tim Walton Facility Management State Property Kent Jackson State Construction 3
Our Mis ission The North Carolina Department of Administration shall provide high quality services effectively, efficiently and economically for our customers who are the citizens, agencies and communities of our state. 4
Our Vis ision DOA is recognized cross state government and within the communities we serve for superior customer service, responsiveness and operational excellence. 5
Our Im Imperatives Explore and implement new, improved ways to deliver effective and efficient 1 services to create value for taxpayers 2 Provide superior customer service Create a culture of trust through enhanced employee engagement, 3 openness, and inclusiveness 6
Think….Create….Innovate Big idea Create and implement an electronic management system for grants and contracts Cost savings/green ideas Customer service ideas Implement the use of enterprise printers Create and implement an electronic tracking system for repairs and renovations Incorporate DOA forms into electronic Re-engineer the work order process as to workflows that allow for on-line approvals, saving time and reducing paper match the amount of effort and potential risks associate 7
Budget Hig ighli lights $450,000 to restore position funding Shifts funding of 4.9 FTEs to net General Fund appropriations to more accurately reflect roles in the organization $298,000 to improve contract monitoring and accountability Adds four positions to the Purchase & Contract Division to enhance compliance and proficiency Supports Administration’s initiative to consolidate State procurement functions within DOA 8
Current Performance Measure In Inputs Workload Customer Service Efficiency Performance Results
Performance Measure Example les Operations Fiscal Advocacy Efficiency Division: Non-public Education Division: State Surplus Property % of invoices paid by due date or Workload Workload within 5 business days of receipt # of home school openings, # of surplus items taken in % of Accounts Receivables collected Tracking of annual total sales of closings and record reviews within 90 days of invoicing conducted surplus items % of OSBM deadlines met # of Driver Education Efficiency Certifications (DEC) issued by Customer Service Cost savings of reutilization of week # of DOA purchases from HUB surplus items Call volume by week vendors Total sale funds returned to state # of DOA division requisitioners Efficiency agency budgets trained bi-annually on Purchasing Process time of new home school Policies & Procedures Customer Service registrations # of surplus items transferred Process time of DECs back to agencies for reutilization Annual surveys to client agencies Customer Service Resolve time of complaints and public customers Customer survey 10
Contract Management Oversight Responsibilit ities 2016 outcomes • Develop standard contracting templates required to be used by all agencies [G.S. 143-53] Total contract 1137 • Review and approve all contract awards greater awards reviewed than each agency’s delegated spend limit (typically, $25,000) [G.S. 143-53] • Review and approve all proposed contracts Total contracts 213 >$1M reviewed greater than $1 million to ensure that the contract details enforceable performance consistent with the intent of the contract [G.S. 143-50.1] Total agency 37 • Conduct compliance reviews of all agencies to compliance reviews assess whether contract formation process complies with State purchasing law and rules [G.S. 143-53] 11
Contract Management Oversight Responsibilit ities 2016 outcomes Current Statewide 21 • Monitor and enforce terms of Statewide Term Contracts Term Contracts Contract review 80 • Develop regulations and procedures for meetings with vendors each agency to monitor and enforce its contracts Individuals attending 209 classes on contract administration & terms • Training of agency staff in contract administration and in contract terms and NC Contract 1 conditions Administration Guide 12
2017 Revised Performance Measure In Inputs Employee Engagement Customer Service Efficiency Performance Results
(KPIs) 2017 Revised Key Performance In Indicators (K • Cost Savings • Responsiveness • Touchpoint Reduction Efficiency • Cycle Times • Responsiveness • Quality (on-time, on budget) Customer • Right First Time Service • Customer Satisfaction Survey • Survey • Employee Turnover • GRIP (Grass Roots Improvement Program) Employee Engagement • Productivity Index DRAFT 3/22/17
Superior Customer Service, Responsiveness, and EXCELLENCE In All We Do Businesses Government Agencies Citizens Surplus property sales are HUB promotes economic Division of Non-Public Education Va returned to agency budgets opportunities in State provided services for the 74,653 government contracting and registered home schools and Facility Management maintains procurement 118,268 students during 2015-16 169 buildings; 7.3 million sq. ft. school year 1,137 State contracts awarded in State Property oversees 12,000 2016 Federal Surplus Property was building assets directed to Hurricane Matthew relief effort Motor Fleet manages 7,200+ vehicles Enablers for Success: Leadership/ Values/ Culture of Trust/ Employee Engagement 15
Divisions • Office of Fiscal Management • Council for Women and Youth Involvement • State Property Office • Commission of Indian Affairs • State Surplus Property • Division of Non-Public Education • Federal Surplus Property • Human Relations Commission • State Construction Office • License to Give Trust Fund • Motor Fleet Management • Office for Historically Underutilized Businesses • Facility Management • Office of Justice for Sterilization Victims • Purchase and Contract • State Parking • Mail Service Center 16
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