NVAC AFGE Ken Freeman VCS Chief, Human Resources MARCH 2014 THE - - PowerPoint PPT Presentation

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NVAC AFGE Ken Freeman VCS Chief, Human Resources MARCH 2014 THE - - PowerPoint PPT Presentation

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NVAC AFGE Ken Freeman VCS Chief, Human Resources MARCH 2014 THE BUSINESS VETERANS HEALTH ADMINISTRATION 1 VCS OPERA CS OPERATI TIONS ONS FYTD 2013 SALES (52 week comparison) Target Actual Retail + 2% + 4% Food + 2% +

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NVAC AFGE

MARCH 2014

Ken Freeman

VCS Chief, Human Resources

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VETERANS HEALTH ADMINISTRATION

1

THE BUSINESS

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VETERANS HEALTH ADMINISTRATION

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VCS OPERA CS OPERATI TIONS ONS

FYTD 2013 SALES (52 week comparison) Target Actual Retail + 2% + 4% Food + 2% + .3% Coffee + 8% + 14.9% Vending even - (3.9%) Services + 6% + 12.4% TOTAL + 4% + 3.6%

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VETERANS HEALTH ADMINISTRATION

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RET RETAIL AIL SALES SALES

Categories ’13 Sales ‘13 % to Total Consumables $55.9M 24.4% Electronics $47.3M 20.7% Men’s $24.0M 10.5% Home $23.5M 10.3% Health and Beauty $21.1M 9.2% Women’s $18.5M 8.1% Cosmetics $12.1M 5.3% Military $8.3M 3.6% Recreation $4.7M 2.0% Jewelry $2.4M 1.1% Stationery $2.0M 0.9% Children's $0.4M 0.2%

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VETERANS HEALTH ADMINISTRATION

MAJOR MAJOR INIT INITIA IATIVES TIVES

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58% of the SKUs carried in VCS retail locations are Made in USA

VCS Nationwide In 2013 Added 1,015,293 Units 611 SKUs

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VETERANS HEALTH ADMINISTRATION

CUSTOMER SERVICE

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  • Weekend Sales

–2013 Weekend Sales $17.0M

  • 7.4% of Total 2013 Retail Sales
  • 92 Locations Open on Saturday
  • 69 Locations Open on Sunday
  • Customer Experience
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VETERANS HEALTH ADMINISTRATION

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CATAGORY SALES FY’13 % to TTL

BREAKFAST $25.8M 20 ENTREES & SIDES $16.3M 13 BEVERAGE $15.8M 12 OFF THE GRILL $15.8M 12 SIMPLY TO GO $13.1M 10 SUBS & WRAPS $11.5M 9 RETAIL (convenience) $8.0M 6 BROASTED CHICKEN $8.3M 6 FROM THE GARDEN $5.8M 4 CATERING $3.9M 3 BY THE SLICE $2.9M 2 CHEF’S CHOICE $1.2M 1

CAF CAFE S E SALES ALES

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VETERANS HEALTH ADMINISTRATION

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COFFEE SALES COFFEE SALES

CATAGORY SALES FY’13 % to TTL

TALL $4.9M 21 GRANDE $4.8M 21 VENTI $2.9M 13 DESSERT $3.5M 15 SIMPLY TO GO (HOT) $1.8M 8 RETAIL $1.6M 7 SIMPLY TO GO (COLD) $832K 4 FRAPPUCCINO/BLENDED SMOOTHIE $1.1M 5 EXTRA $650K 3

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VETERANS HEALTH ADMINISTRATION

HEAL HEALTH & WELL TH & WELLNESS NESS INIT INITIA IATIVES TIVES

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VETERANS HEALTH ADMINISTRATION

HEAL HEALTH & WE TH & WELLNES LLNESS S

< Lower Sodium Meats < Trans Fat Free Oil < Salad Bar < Salad Promotions < Locally Served Produce < Freshly Prepared Program < Crispy Baked Chicken < Sugar Free Snacks < Customer Flyer–Health Promotion < Employee Health/Wellness < Farmer’s Market Concessionaire < Health Fair < Nutritional Brochure < Smart Receipts < Simply Delicious (400cal) < Smart Choices Program (500cal) < Vending – Healthy Snacks < Healthy Snack Machines (test)

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VETERANS HEALTH ADMINISTRATION

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HEAL HEALTH & WE TH & WELLNES LLNESS S

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VETERANS HEALTH ADMINISTRATION

Wellness is Now (WIN)

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VETERANS HEALTH ADMINISTRATION

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SER SERVICES VICES & PR & PROGRA OGRAMS MS

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VETERANS HEALTH ADMINISTRATION

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Expa Expanding S nding Ser ervices vices

Austin, TX OPC Food & Retail Services

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VETERANS HEALTH ADMINISTRATION

OPTICAL BENEFITS OPTICAL BENEFITS

Stocks current merchandise Savings of approximately 50% Upgrades available Free adjustments

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VETERANS HEALTH ADMINISTRATION

Offeri Em

PATRIO TRIOTST TSTOREDIRECT OREDIRECT

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18.4% 64.2% 6.6%

TOP CATEGORIES

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VETERANS HEALTH ADMINISTRATION

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95K enrollees

5% increase

EMPL EMPLOYEE B YEE BENE ENEFIT EPD FIT EPD 2013 Sales $168.9M

(4% increase)

4% increase

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VETERANS HEALTH ADMINISTRATION

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ENVIR ENVIRONMENT ONMENT OF CAR OF CARE

Medical Stand Centers Alone Coffee Shops 14 2 Food Courts 8 Dining Rooms 10 1 Retail Operations 9 1 Combo 1 1

2013 Projects

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VETERANS HEALTH ADMINISTRATION

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CUSTOMER EXPERIENCE

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VETERANS HEALTH ADMINISTRATION

FEEDBACK MECHANISMS

MCD Surveys Customer Surveys Focus Groups

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VETERANS HEALTH ADMINISTRATION

7.2 7.4 7.6 7.8 8 8.2 8.4 8.6 Strategic Initiatives Canteen Performance July '12 Feb '13 July '13 Mar '14

8.43 8.07 8.11 8.25 8.23 7.70 7.93 7.80

DIRECTOR’S SURVEY NATION TIONAL A AL AVERA VERAGES GES

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Response Rate:

  • July ’12= 127/301 (42%)
  • Feb ‘13= 125/301 (42%)
  • Jul ’13 = 134/301 (45%)
  • Mar ’14 = 190/301 (63%)
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VETERANS HEALTH ADMINISTRATION

VCS NATIONAL AVERAGE OVERALL SATISFACTION

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0.5 1 1.5 2 2.5 3 3.5 4 4.5 Feb '11 Aug '11 Feb '12 Aug '12 Mar '13 Nov' 13 74%

Response Average

71% 78% 71% 73% 73%

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VETERANS HEALTH ADMINISTRATION

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American Customer Satisfaction Index (ACSI) 2013 National Average Retail

Company 2012 2013 % Change VCS 81 81 0% Dollar General 78 80 2.6% Target 81 77

  • 4.9%

Walgreens 76 76 0% CVS Pharmacy 75 76 1.3% Exchange 75 75 0% Wal-Mart 71 71 0%

2013 2013 Na Nationa tional A l Aver erage: R ge: Retail etail

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VETERANS HEALTH ADMINISTRATION

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2013 2013 Na Nationa tional A l Aver erage: Café ge: Café

CHAIN OVERALL SCORE VCS 70% In-N-Out Burger 69.7% Chick-fil-A 64.8% Panera Bread 62.8% Starbuck’s 59.3% Qdoba Mexican Grill 56% Subway 52.9% McDonald’s 39.3%

Restaurant News Consumer Picks 2013 Limited Service Rankings

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VETERANS HEALTH ADMINISTRATION

FOCU FOCUS GR S GROUPS OUPS

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14 14 Loca Locations tions 51 51 Sessions Sessions 292 292 Par articipants ticipants

Started in June ‘13

GOAL 19 Additional by Oct ‘14

Feedback Speed of Service Price Perception Out-of-Stocks Quality Training Courtesy Hours of Operation Atmosphere Variety Healthy Alternatives

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VETERANS HEALTH ADMINISTRATION

VCS OU CS OUTRE TREACH T CH TO VETE O VETERANS RANS

 eBenefits  Office of Rural Health (ORH)  Veteran Health Handbook  VISN Newsletters  VSO’s  Veteran Point of Service

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VETERANS HEALTH ADMINISTRATION

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VCS HUMAN CAPTIAL

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VETERANS HEALTH ADMINISTRATION

VCS…WHO WE ARE

Canteen Managers

YRS OF SERVICE TOTAL % VETERANS 1-4 157 40% 6% 5-9 95 25% 5% 10+ 133 35% 6%

  • Avg. Age: 47
  • Avg. Yrs. of Service: 9 yrs

Demographics

Men – 37% Women – 63% African-American – 35% Hispanic – 12% Asian – 5% Other – 2% Veterans – 13% 2013 Retention Rate Central Office 136 88% Canteen Managers 385 90% Associates 3033 89%

VCS Population: 3554

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VETERANS HEALTH ADMINISTRATION

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Recr ecruitment uitment Strategies

  • Internships

−National Diversity Internship Program (VACO)

  • Workforce Recruitment Program Internship (VACO)
  • College Recruitment

‒Kentucky State University(4/17) ‒Alabama State University(4/10) ‒Harris Stowe University(3/18)

  • Increase Vet hiring

Partnership with VBA – VR&E Program www.VETSUCCESS.gov

  • 5 hires to date
  • Recruit/Military Fairs-MN/NY in May, 2014
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VETERANS HEALTH ADMINISTRATION

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TRAINING

# COMPLETED DELIVERY METHOD

Transformational Leadership 23 / 383 student Webinar Human Resources 4 / 99 student Webinar Retail Essentials 32 / 397 student Webinar Food Essentials 48 / 1101 student Webinar Oracle Processes and Functions 27 / 970 student Webinar Internal Processes 15 / 194 student Webinar ADR (Senior Mgmt.) Managing Conflict 40/100% Face to Face 2013 Retail Accountability Training 437 Self-Paced

SANITATION & SAFETY TRAINING:

On-line VCS Training Academy 637 Students Webinars 569 Students Saturday Sanitation Training 605 Students ServSafe Certified Managers 215 84% ServSafe Certified CO Senior Leadership 40 100%

Learning & Growth

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VETERANS HEALTH ADMINISTRATION

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GIVING BACK TO THE VA COMMUNITY

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VETERANS HEALTH ADMINISTRATION

GIVING B GIVING BACK CK REHABILIT REHABILITATIO TION EVENTS N EVENTS

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Golden Age Games 2013 Summer Sports Clinic 2013 Golden Age Games 2013

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VETERANS HEALTH ADMINISTRATION

VA’s Homeless Initiative

  • $1.0M committed (‘13)
  • Free meal cards
  • $20 Coupons to Veterans place in Housing

Fish Fisher H er Hou

  • use

se I Initi nitiati tive

  • FY ‘13 $300K
  • $20 Coupons to families
  • Annual Sale Event ‘12 $33K

OEF/OI OEF/OIF/ON F/OND D Su Supp ppor

  • rt
  • $150K Committed

GIVING B GIVING BACK CK

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VETERANS HEALTH ADMINISTRATION

SUST SUSTAIN AINAB ABILITY ILITY

New Trash Compactors

– Reallocate 30 hours of labor to higher priority task – Saves thousands of trash bags from entering waste stream and landfills each year

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VETERANS HEALTH ADMINISTRATION

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OPE OPERA RATION TION PANTR ANTRY

Helping VA colleagues in difficult times.

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VETERANS HEALTH ADMINISTRATION

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GIVING B GIVING BACK T CK TO THE O THE V VA

Provides continuous meal service in the event of an emergency.

  • Orlando, FL
  • Martinsburg, WV
  • Livermore, CA
  • Dallas, TX

FY’14 Deployment

  • March 10th – 17th

White City, OR

  • April 1st - 2nd

Capital Regional Readiness Center, Martinsburg, WV

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VETERANS HEALTH ADMINISTRATION

THANK YOU Veterans Canteen Service

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