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% + .3% Coffee + 8% + 14.9% Vending even - (3.9%) Services + 6% + 12.4% + 3.6% TOTAL + 4% VETERANS HEALTH ADMINISTRATION 2
RET RETAIL AIL SALES SALES ‘13 ’13 Categories % to Sales 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% 3 Children's $0.4M 0.2% VETERANS HEALTH ADMINISTRATION
MAJOR MAJOR INIT INITIA IATIVES TIVES 58% of the SKUs carried in VCS retail locations are Made in USA VCS Nationwide In 2013 Added 1,015,293 Units 611 SKUs VETERANS HEALTH ADMINISTRATION 4
CUSTOMER SERVICE • 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 VETERANS HEALTH ADMINISTRATION 5
CAFE S CAF E SALES ALES CATAGORY SALES % to FY’13 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 VETERANS HEALTH ADMINISTRATION 6
COFFEE SALES COFFEE SALES SALES FY’13 CATAGORY % 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 VETERANS HEALTH ADMINISTRATION 7
HEAL HEALTH & WELL TH & WELLNESS NESS INIT INITIA IATIVES TIVES VETERANS HEALTH ADMINISTRATION 8
HEAL HEALTH & WE TH & WELLNES LLNESS S < Lower Sodium Meats < Employee Health/Wellness < Farmer’s Market Concessionaire < Trans Fat Free Oil < Salad Bar < Health Fair < Salad Promotions < Nutritional Brochure < Locally Served Produce < Smart Receipts < Freshly Prepared Program < Simply Delicious (400cal) < Crispy Baked Chicken < Smart Choices Program (500cal) < Vending – Healthy Snacks < Sugar Free Snacks < Customer Flyer – Health Promotion < Healthy Snack Machines (test) VETERANS HEALTH ADMINISTRATION 9
HEAL HEALTH & WE TH & WELLNES LLNESS S VETERANS HEALTH ADMINISTRATION 10
Wellness is Now (WIN) VETERANS HEALTH ADMINISTRATION 11
SER SERVICES VICES & PR & PROGRA OGRAMS MS VETERANS HEALTH ADMINISTRATION 12
Expa Expanding S nding Ser ervices vices Austin, TX OPC Food & Retail Services VETERANS HEALTH ADMINISTRATION 13
OPTICAL BENEFITS OPTICAL BENEFITS Stocks current merchandise Savings of approximately 50% Upgrades available Free adjustments VETERANS HEALTH ADMINISTRATION 14
PATRIO TRIOTST TSTOREDIRECT OREDIRECT TOP CATEGORIES 64.2% 18.4% 6.6% Offeri Em VETERANS HEALTH ADMINISTRATION 15
EMPL EMPLOYEE B YEE BENE ENEFIT EPD FIT EPD 2013 Sales $168.9M (4% increase) 4% increase 95K enrollees 5% increase VETERANS HEALTH ADMINISTRATION 16
ENVIR ENVIRONMENT ONMENT OF CAR OF CARE 2013 Projects Medical Stand Centers Alone Coffee Shops 14 2 Food Courts 8 0 Dining Rooms 10 1 Retail Operations 9 1 Combo 1 1 VETERANS HEALTH ADMINISTRATION 17
CUSTOMER EXPERIENCE VETERANS HEALTH ADMINISTRATION 18
FEEDBACK MECHANISMS MCD Surveys Customer Surveys Focus Groups VETERANS HEALTH ADMINISTRATION 19
DIRECTOR’S SURVEY NATION TIONAL A AL AVERA VERAGES GES Response Rate: • July ’12 = 127/301 (42%) • Feb ‘13= 125/301 (42%) 8.6 • Jul ’13 = 134/301 (45%) 8.43 • Mar ’14 = 190/301 (63%) 8.4 8.25 8.23 8.07 8.11 8.2 7.93 July '12 8 7.80 Feb '13 7.70 7.8 July '13 7.6 Mar '14 7.4 7.2 Strategic Initiatives Canteen Performance VETERANS HEALTH ADMINISTRATION 20
VCS NATIONAL AVERAGE OVERALL SATISFACTION 4.5 78% 71% 73% 73% 71% 74% 4 3.5 Response Average 3 2.5 2 1.5 1 0.5 0 Feb '11 Aug '11 Feb '12 Aug '12 Mar '13 Nov' 13 VETERANS HEALTH ADMINISTRATION 21
2013 Na 2013 Nationa tional A l Aver erage: R ge: Retail etail 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% VETERANS HEALTH ADMINISTRATION 22
2013 2013 Na Nationa tional A l Aver erage: Café ge: Café Restaurant News Consumer Picks 2013 Limited Service Rankings 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% VETERANS HEALTH ADMINISTRATION 23
FOCUS GR FOCU S GROUPS OUPS Started in June ‘13 14 14 Loca Locations tions 51 51 Sessions Sessions 292 Par 292 articipants ticipants Feedback Courtesy Speed of Service GOAL Hours of Operation Price Perception 19 Additional Atmosphere Out-of-Stocks Variety Quality by Oct ‘14 Healthy Alternatives Training VETERANS HEALTH ADMINISTRATION 24
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 VETERANS HEALTH ADMINISTRATION 25
VCS HUMAN CAPTIAL VETERANS HEALTH ADMINISTRATION 26
VCS…WHO WE ARE Demographics VCS Population: 3554 Men – 37% 2013 Retention Rate Women – 63% African-American – 35% Central Office 136 88% Hispanic – 12% Canteen Managers 385 90% Asian – 5% Other – 2% Associates 3033 89% Veterans – 13% Canteen Managers YRS OF SERVICE TOTAL % VETERANS Avg. Age: 47 1-4 157 40% 6% Avg. Yrs. of Service: 9 yrs 5-9 95 25% 5% VETERANS HEALTH ADMINISTRATION 27 10+ 133 35% 6%
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 VETERANS HEALTH ADMINISTRATION 28
Learning & Growth 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 29 ServSafe Certified Managers 215 84% ServSafe Certified CO Senior Leadership 40 100% VETERANS HEALTH ADMINISTRATION
GIVING BACK TO THE VA COMMUNITY VETERANS HEALTH ADMINISTRATION 31
GIVING B GIVING BACK CK REHABILIT REHABILITATIO TION EVENTS N EVENTS Golden Age Games 2013 Golden Age Games 2013 Summer Sports Clinic 2013 VETERANS HEALTH ADMINISTRATION 32
GIVING BACK GIVING B CK VA’s Homeless Initiative $1.0M committed (‘13) Free meal cards $20 Coupons to Veterans place in Housing Fish Fisher H er Hou ouse 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 ort $150K Committed VETERANS HEALTH ADMINISTRATION 33
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 VETERANS HEALTH ADMINISTRATION 34
OPE OPERA RATION TION PANTR ANTRY Helping VA colleagues in difficult times. VETERANS HEALTH ADMINISTRATION 35
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 10 th – 17 th White City, OR • April 1 st - 2 nd Capital Regional Readiness Center, Martinsburg, WV VETERANS HEALTH ADMINISTRATION 36
THANK YOU Veterans Canteen Service VETERANS HEALTH ADMINISTRATION 37
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