When You Come to a Fork in the Road, Take It

Presenters: Dianne Gravatt, Assistant VP of Facilities OperationsCarol Trexler, Director of Employee ServicesLindsay Demczko, Regional Service Manager, Sightlines

Session Goals:

1. Learn about the Rutgers

Story

2. Identify elements that can help you

manage change on your campus

- Communicating Consistently- Using data- Streamlining Policies - Managing Customer Expectations

College Campuses are Changing

1880

1885

1890

1895

1900

1905

1910

1915

1920

1925

1930

1935

1940

1945

1950

1955

1960

1965

1970

1975

1980

1985

1990

1995

2000

2005

2010

2015

0%

2%

4%

6%

8%

10%

12%

14%

16%

Sightlines Database- Construction Age Sightlines Database- Renovation Age

% o

f GSF

Needs of Buildings are Converging

Pre-War Post-War Modern ComplexPercent of Total

Space 40%Percent of Total

Space 27%

Sightlines Database of Buildings

Increasing Maintenance & Custodial Coverage

Sightlines Database – Custodial Coverage (GSF/FTE)

Sightlines Database – Maintenance Coverage (GSF/FTE)

20072008

20092010

20112012

20132014

20150

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

GSF/

FTE

20072008

20092010

20112012

20132014

20150

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

100,000

GSF

/FTE

Change on Rutgers Campus

UMDNJ, Housing and Legacy

campuses merge under 1 division

New Big Ten peer group sets high standards for

facilities investment

Centralized management of 27 million GSF

Rutgers Has Diverse Space with Different Needs

Rutgers - State

Rutgers - Housing

Rutgers Camden

Rutgers Newark

Rutgers Biomed-ical & Health

Sciences (RBHS)

0%10%20%30%40%50%60%70%80%90%

100%

58%

93%79%

30%

5%

100%

37%

7%21%

51%

19%

Distribution of Space Function Across Rutgers Campuses

Acad/Admin Residential Sci Research Clinical/Medical

% o

f GSF

*excludes student life, garage, and support space

Housing Newark Camden New Brunswick

RBHS0

20,000

40,000

60,000

80,000

100,000

120,000

Pre-Merger Maintenance Coverage on Rutgers Campuses

GSF/

FTE

Maintenance Staffing

Housing

Newark

Camden NB

RBHS0.0

1.0

2.0

3.0

4.0

5.0Technical Complexity

Rutgers New Brunswick

Rutgers Housing0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

Pre-Merger Custodial Coverage: Housing vs. New Brunswick E&G

GSF/

FTE

Custodial Staffing

2013 2014 20150

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000 Housing Custodial Coverage

Rutgers Housing Housing Peers

GSF/

FTE

Once Upon a Time…

Timeline of Events

June 30, 2013

• Rutgers Facilities & Capital Planning – New Brunswick (& outlying areas)

• Rutgers Facilities – Camden

• Rutgers Physical Plant – Newark

• UMDNJ Facilities – North

• UMDNJ Facilities – Central

• University Housing – Piscataway & New Brunswick

July 1, 2013

Rutgers UniversityFacilities & Capital

Planning (Statewide)

Timeline of Events

Rutgers UniversityFacilities & Capital

Planning (Statewide)

January 1, 2016

Rutgers Public SafetyADD

New Division: Institutional Planning & Operations

To create an evolving, safe, functional, and inviting environment to advance the institutional aspiration.

BeforeNew Brunswick

12 Million GSF

8 Departments

600 Employees

4 Unions

6 HR Staff

AfterStatewide

27 Million GSF

23 Departments

2,700 employees

10 Unions

18 HR Staff

Before & After, by the Numbers

Consistency is Key

Navigating Change,from an HR Perspective

Challenges

• Size• Complexity• Union Environment• Positions (220 Job Titles)• Processes & Procedures• Cultures• Physical Separation• Fear of Change

“The single biggest problem with communication is the illusion that it has taken place.”

George Bernard Shaw

Communicating a Consistent Message

Sr. VP

VP/AVP

Director

Supervisor

Staff Town Meetings Focus Groups New Employee Orientation HR Info Sessions Monthly Bulletin – “Engage” Division Newsletter – “Inside

IPO”

Needs Assessment Addressing Specific Departmental

Needs ESL Program Webinars Computer Skills Intro to Supervision Certificate

Program

Training & Professional Development

What Was, What Is, and What Will Be?

Navigating Change, from an Operations

Perspective

Before12 Million GSF

New Brunswick

400 Employees

3 Unions

4 Direct Reports

After27 Million GSF

Statewide

1,400 employees

8 Unions

7 Direct Reports

Operations - Before & After

Discovery: Learn job responsibilities

Re-Organization: No lay offs

On-Going: Update org chart

Organizational Development

Using Data to Drive Decisions

Cleanable Square Footage/ Day # Days Total Square Footage

/week FTE Total Square Footage/ Custodian

Housing EVS 1.2 M 5.5 6.6 M 143 46,445

Facilities EVS 1.8 M 5.5 9.7 M 207 46,763

APPA Level

FTE Needed: 38,500 for Housing, 41,000 for Facilities

New Hires Needed Approved

Square Footage/ Custodian

Housing EVS 1-3 173 30 31 38,170

Facilities EVS 1-3 236 29 12 44,201

Current

Planning Tool

Establish & Manage Customer Expectations

Develop Service Level Agreements

Service Types:

Standard:base level services

Specialized:specific to certain

areas

Enhanced:

billable

Establish & Manage Customer Expectations

Task Public Areas

Private Offices

Classrooms and Labs

Conference Rooms

Clinical Rooms; Housing;

Public Restrooms

Dust horizontal surfaces Weekly Weekly Daily 3x/week DailyMop or vacuum Daily Weekly Daily 3x/week DailyRestore floor finishes As needed As needed As needed As needed As neededEmpty trash containers Daily Weekly Daily Weekly DailyClean and sanitize water fountain Daily - - - -

Refill soap and paper supplies - - - - Daily

Clean boards - - Daily - -

Streamline & Implement Best Practices

Before9 call centers

11 work order systems

After3 call centers

1 work order system

3 purchasing methods 1 purchasing method

and University level standardization

5 timekeeping systems 1 timekeeping system

What Was, What Is, and What Will Be?

Lessons Learned

1. Understand the New Landscape2. Set Goals3. Use Data to Drive Decisions and Track Performance4. Be Opportunistic for Efficiency Gains5. Communicate a Consistent Message6. Communicate Expectations with Customers7. Build Relationships and Ask for Feedback8. Stay Flexible

What Helps When Navigating Change?

Questions & Discussion

Dianne Gravatt, Assistant VP of Facilities OperationsCarol Trexler, Director of Employee ServicesLindsay Demczko, Regional Service Manager, Sightlines