Caring for Customers : Embracing Change

Transcription

1 Caring for Customers : Embracing Change Project Management Experience of the Hong Kong Housing Authority 12 May, 2006 Ms. Ada Y.S. Fung Deputy Director (Development and Construction) Hong Kong Housing Authority Caring for Customers : Embracing Change Introduction Refocusing Our Future Direction The Roadmap of Project Management Master Layout to Detailed Design Tender Construction Completion and Beyond Key Success Factors 1

2 Introduction Our Vision To help all families in need gain access to adequate and affordable housing Mission To provide affordable quality housing, management, maintenance and other housing related services to meet the needs of our customers in a proactive and caring manner To ensure cost-effective and rational use of public resources in service delivery and allocation of housing assistance in an open and equitable manner To maintain a competent, dedicated and performance-oriented oriented team 2

3 Refocusing Our Future Direction Exploring ways to strictly control the construction and management costs Striving to improve its work processes Streamlining the departmental structure Undertaking a review of its Domestic Rent Policy Taking steps to divest its retail and car-parking facilities Roadmap of Project Management Development and Construction Division the Project Manager of Capital Works projects lead, plan, organize and exercise budgetary, time and quality management risk management value management change management 3

4 Feasibility Studies & Conceptual Layout Who is our client? Who is our customer? Feasibility Studies & Conceptual Layout Partnership through Teamwork and Community Involvement Core values : Caring, Customer-focused, Creative and Committed Work flow Carry out inception & feasibility studies 2.2 Formulate development parameters 2.3 Prepare conceptual layout, estimate, prog. & financial viability assessment 2.4 Obtain PDRC s & SPC s approval on layout, estimate, prog. & financial viability assessment 3 4

5 Master Layout To Detailed Design Share experience Build smarter Quality Sustainable development Cost-effectiveness 3 Work flow 3.1 Prepare outline design proposal 3.2 Design Forum 1 - Experience Sharing 3.3 Project team collaboration 3.4 PDRC (2) endorsement for SOM/CHAM submission 3.5 SOM/CHAM endorsement for BC submission 3.6 BC Approval 4 Sustainable Design Promote healthy living, green environment Explore energy-efficient efficient design Adopting Life Cycle Assessment and Costing Reduce Recycle Reuse 5

6 Functional and Cost Effective Design To utilise shared and surplus resources in the vicinity To review development densities and catchment areas for community facilities To re-examine examine standards and building provisions to optimize design, construction practices and choice of materials Buildability Flat modules Mechanized construction Large panel formwork Pre-casting Prefabrication 6

7 Serving Special Needs in the Community Enhance accessibility Provision of facility Flexibility of internal layout Universal Design Response to Heritage and Neighbourhood in Community Housing Revitalize the old neighbourhood and improve quality of living Enhance community involvement in the planning process and participation of local resident organizations in heritage conservation and community art design Provide quality and affordable public housing for the target population 7

8 Specification Technical contents enriched User friendly A web-based based system Regulatory Submissions Regulatory compliance Standards / practices TENDER Translating design into reality Drawing production Tender documentation Invite tenders Tender evaluation Tender acceptance 5 Work flow 5.1 Prepare tender documents 5.2 Invite tender 5.3 Evaluate tenders and submit tender paper to TC / HDTB for approval 5.4 Accept tender 6 7 8

9 Procurement Principles Safeguard the open and fair competition in the market place Partner in a fair, reasonable and ethical manner Provide effective administration which is accountable and transparent Obtain value for money Incorporate risk management on a holistic basis Maintain continuous improvement Contract Review and Migration Procurement Strategy and Listing Tendering and Approval Contract Implementation and Performance Monitoring Sustain Quality Performance and Service Improvements Performance Assessment Scoring System Preferential Tender Award System Strategic Partnering schemes Specify value objectives 9

10 Performance Monitoring A Family of Systems PASS BSPASS MASS PSAPAS Preferential Tender Award System (PTAS) Outstanding performers have a better chance of winning the contracts Performance as well as price become significant in the consideration of tenders The system is firmly based on PASS score and league positions of companies is equitable and also objective The system is further enhanced with corporate score component Contractors strive hard to achieve good Performance Scores 10

11 Strategic Partners Premier League Scheme motivates contractors who adopt sound management systems and practices provides incentive to upgrade their professional and competency, and to invest in new technologies encourages development of a culture of continuous improvement by recognizing and rewarding consistently good performance and contribution Alternative Procurement Mode Modified Guaranteed Maximum Price / Open Book Contracting model enable integration of contractor s s expertise and innovation provide cost saving incentives support better control of subcontracting 11

12 Counterparty Management Information System - COMIS 1 Performance Contract Tender Committee Application Vetting Counterparty Listing Reporting & Query tools Security System interface and PC Workflow, utilities DMS Total Business Relationship Management Support to Procurement Knowledge Management CONSTRUCTION Work flow of foundation construction Construction Management Prepare for Commencement Manege & control expenditure / budget of Work 6.4 Report contractor s performance Prepare for Substantial Completion & Issue Completion Cert. Work flow of building construction 6.6 Arrange Final Inspection & Handing Over Action on Maintenance Period & Final Account 6.8 Conduct Post Construction Review, Feedback & Experience Sharing Prepare for Commencement of Work 7.2 Contract Progress / Quality / Safety Management 7.3 Contract Expenditure / Budget Management 7.4 Assessment of Contract / Sub-contractor Performance 7.5 Substantial Completion & Handing Over 7.6 Maintenance Period 7.7 Post Contract Review 7.8 Final Account 7.9 Handling of Latent Defects 12

13 Coming together is a beginning. Keeping together is progress. Working together is success. Partnership - A common sense of purpose - Commitment to quality - Common goal Dispute Resolution Advisor System Driving Improvements through Continuous Assessment Comprehensive performance assessment Assessed on a regular basis Driving throughout the entire project life cycle 13

14 Site Safety Strategy Accident analyses Tenders and Contracts Sanctions and Incentives Site Related Safety Culture and Safety Systems Organisations Safety Culture and Safety Systems Green Card/ Silver Card and Trade Tests for workers since 1994 and 1995 Site Safety Safety Plan and Independent Safety Audit since 1996 Pay for Safety Scheme since 2000 Pay for Safety, Environment and Hygiene Scheme in 2003 A/C rate Accident Rate per 1000 workers HD HK 14

15 Housing Construction Management Enterprise System - HOMES Da t a Ma n a g e me n t Housing Department Contractors Re-use of Information Site CM QS PM SM/PM Daily Site Inspection Monthly Progress Report (Contracts) Progress Payment Certification Progress Report (Projects) Progress Summary (PHCP) Filtering and Summarization Other Government Departments Utilities Companies Consultants Project Bank Property Management Subcontractors Suppliers Completion and Beyond Customer-oriented oriented Process Creating Caring Community Service-oriented Management and Maintenance Fostering Green Living concept Promoting Clean Living Culture 15

16 Mass Intake of Residents Completion Technical Improvement Unit (TIU) Media /Public Complaints Residents Survey Feedback Feedback Knowledge Dissemination Reviews Model Client Brief Reviews Design Guides Approval Revised Model Client Brief and Design Guide Analyse data and prepare a framework for the Joint Site Visit Joint Site Visit Post Completion Review Debriefing and Experience Sharing Review feedback and feed forward process Proposed maintenance strategies Feedback on contract management to process owners A Customer-oriented Process: Post Completion Reviews Creating Caring Communities Estate Management Advisory Committee A platform for tenants participation in estate management 16

17 Services-oriented Management and Maintenance Publicity and Tenant Education Plan Total Maintenance Scheme In-flat Ambassadors Estate Improvement Programmes Maintenance Hotline Customer service coordinators Monitoring property service agents and maintenance contractors Fostering Green Living Concept 17

18 Promoting Clean Living Culture KEY SUCCESS FACTORS Partnering through teamwork Creating better value in service delivery Focusing on sustainability Providing incentives to sustain continuous improvements Improving quality performance Promoting community involvement Training and education Applying the use of Information Technology 18

19 Thank You 19