Dallas/Fort Worth International Airport Asset Management Quality Assurance / Contractor Accountability Program

Transcription

1 Dallas/Fort Worth International Airport Asset Management Quality Assurance / Contractor Accountability Program April 23, 2010

2 Asset Management Departmental Division of Responsibilities Manager Infrastructure Operations Manages Outsourced Services 7 Contract Coordinators responsible for daily management of 17 outsourced service contracts Responsible for the appearance and operational readiness of the facilities covered by the contracts they are assigned to manage Manager Quality Assurance Manages Contractor Performance & Evaluation Program 28 Quality Assurance Technicians responsible for daily documentation of contractor compliance to contract requirements Support Contract Coordinators by performing inspections of completed work, facility appearance, and providing documentation of contract noncompliance 2

3 Quality Assurance / Contractor Accountability Program The program is comprised of three main components that work together to provide the Asset Management Contract Coordinators the information and support needed to assure the contracted service providers achieve the level of performance specified by their contract Quality Assurance Process Inspections, data analysis, performance verification, documentation, communication Facility Maintenance Standards Defining expectations Exhibit 8 Performance Evaluation and Enforcement Accountability 3

4 Quality Assurance Process Verifying, documenting and communicating contractor s compliance to contract specifications Performance verification and documentation is accomplished by: SEAMS data analysis Inspection of completed work orders Verification of Compliance to Maintenance Standards Staffing audits Periodic review of contractor s operational processes and procedures Root Cause Analysis of reoccurring non-compliance Random facility appearance assessments Attending facility tours scheduled by facility user representatives Confirmation of on-time distribution of O&M performance reports produced by the service provider 4

5 Quality Assurance Process Documenting and communicating contractor s compliance to contract specifications Communication of findings Conduct Bi-weekly meetings with: Contractor Quality Control (CQC) Representative Notify contractor of documented instances of non-compliant performance Document contractor s response / commitment to improve performance Contract Coordinator Present non-compliance findings and contractor s response / commitment to improve performance Incorporate Coordinator s feedback into up-coming inspection and verification schedule 5

6 Facility Maintenance Standards Defining facility quality to be achieved through compliance to contract specifications The Maintenance Standards documents were developed to address a universal misunderstanding of performance expectations Contractor s defined their performance by their on-time completion of specified tasks verses the Board s intended definition for performance which is meeting or exceeding customer expectations Consistent on-time completion of specified tasks should not be the goal but should be the primary tool used to reach the goal which is customer satisfaction The Maintenance Standards documents address this issue by: Inclusion as Exhibit 10 within the contract documents to define the Airport Board s expectations regarding quality of workmanship and quality of operational performance (operational reliability) Expanding the performance requirements beyond the timely completion of tasks to include, specific and descriptive language related to operational systems reliability and the quality of workmanship 6

7 Facility Maintenance Standards Defining facility quality to be achieved through compliance to contract specifications The Maintenance Standards define the Board s expectations for quality as they apply to specific infrastructure components of our facilities Architectural, HVAC systems, Lighting / Electrical, Plumbing, Restrooms, Fire Protection / Life safety, Conveyance and Communications systems Maintenance Standards for terminals also include airline support systems such as Passenger Boarding Bridges, Baggage systems and ramp support This format will enhance Asset Management s ability to hold contractors accountable for initiating corrective action prior to complaints being received from the users of the facility 7

8 Exhibit 8 Performance Evaluation and Enforcement Contractor Accountability Facility Operation and Maintenance Evaluation Program Provides format by which contractor performance will be evaluated Establishes a point system by which a contractors performance can be quantified and evaluated objectively Identifies minimum performance scores necessary to avoid a temporary payment reduction Process to recover lost payment through improved performance Process to appeal performance score Administered by a committee comprised of management level stakeholder representatives from Asset Management Facilities covered by the contract Procurement & Materials Management (Boards contracting authority) Goals of the program: Increased customer satisfaction Increased stakeholder engagement Improved contractor accountability 8

9 Exhibit 8 Performance Evaluation and Enforcement Contractor Accountability How contractor performance is evaluated (scored) Performance scores for facility components are documented by location within the facility through the Quality Assurance process Each component / location combination within the facility begins the quarter with a score of 100; each instance of non-compliant performance for that component in that location deducts 3 points Performance is reported to and evaluated by the committee on a quarterly basis The contractor must achieve a score of 90% for the quarter for at least 90% of each facility component / location combination to avoid a payment reduction 9

10 Section C Secure Side of Terminal - HVAC Date/Time Defects Noted (each defect subtracts 3 points from 100) Deduction MEPS 1/31/2010 2/10/2010 No items to score, all issues covered under C/M or P/M work orders. AHU United North, light out in the unit, insulate door. 6 2/10/2010 AHU # 16 needs relamping 3 2/10/2010 AHU#14 light fixture out, hot water pump leaking. 6 2/10/2010 AHU # 15 Light out in filter room. 3 Mar. No items to score, all issues covered under C/M or P/M work orders. 1st month deduction score 2nd month deduction score 18 3rd month deduction score Total Raw score point deduction for Quarter 3 Month Average point deduction WEIGHTED SCORE: ( 1.5 * 3 month average )

11 Exhibit 8 Performance Evaluation and Enforcement Contractor Accountability Committee s role in the program Review the performance scores each quarter Discuss strengths and weaknesses of service being provided Propose changes to improve areas of unacceptable performance Asses payment reduction as applicable based upon performance score Discuss service needs related to upcoming events scheduled for the facility Produce official performance report for distribution to stakeholder departments and service provider 11