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Facilities Division
Customer Service Plans

 

Customer Survey Action Plan

ISSUE ACTION COMPLETION DATE
Update Real Property Policies and Procedures RPMB recently completed the revision of P&P 240.3, Physical Protection, Building Security and Conduct on Federal Property. All six P&P's relative to real property management have been updated.

The next task is to update Manual 245.1, ARS Real Property Management. Work to be completed in FY-01 includes the rewrites of:


Chapter II - Disposal of Real Property and Related Personal Property.

Chapter IV - Revocable Permits

Chapter VI - Acquisition of Real Property


Rewrites to be completed in FY-02 include the remaining chapter in Manual 245.1:

 

 

Chapter I - Leasing Real Property

Chapter III - Grants of Easement

Chapter V - Quarters Rentals

Chapter VII - Mineral Leasing

Chapter VIII - Long-Term Lease Acquisition

Chapter IX - Accountability and Control

Done

September, 2001 

 







September, 2002

Provide more frequent space move updates When faced with the relocation of REE employees, RPMB's standard operating procedure is to form a Move or Relocation Committee, consisting of those with responsibility for various aspects of the move as well as a representative of each branch or staffs affected by the move. However, on several occasions in the past two years, these committees could not be established until the last minute.

On future moves, RPMB will establish Move Committees and release relevant move information to employees in a more timely manner.

RPMB will also develop web pages to provide current move updates.





Done

 

 

 

September 2001

Frequently inform the customer about the design and construction process. FD has implemented and will continue to stress a multi-faceted approach to this issue including:

RPR Orientation: At the beginning of each key phase of a project, the Contracting Officer and Engineering Project Manager conduct an orientation briefing with the customer which outlines the steps involved in the design and construction process.


Action Plan/Fact Sheet: The completed Action Plan/Fact Sheet documents the team members, their roles and responsibilities in the process, the research personnel to be accommodated in the project, project budget information, and schedule information.


Design Review Meetings: The customer and Area Office actively participate in the development and review of planning and design documents.


Construction Progress Meetings: During the construction period, regularly scheduled progress meetings are held with the customer, construction contractor, design A-E, Contracting Officer and Engineering Project Manager.


Less Formal Communications: The Contracting Officer and Engineering Project Manager are required to regularly communicate with the Research Program Representative when significant events occur on a project. This communication takes place through teleconferences and Electronic Mail. FD is working with ITD to update the existing status reporting program to make it more useful as a management tool and to improve the data input process. The revised program should result in more real time information available to management and more consistent data content. The industry is exploring use of the world wide web as a real time project management tool. FD will explore this technology as more contractors and A-Es implement these programs.



Done


Done




Done



Done






Design and construction project schedules seem to slip. The FD Team will assure that any slippage in schedule is documented as either caused by an additional Government requirement, or compensation is provided by contractor, where appropriate. (Note: regulations require additional time without compensation for weather delays and certain design adjustments or clarifications.) Delay information will be reported by copy of Change Order Modification to the Project Team, and by E-mail to all other appropriate parties.
Done
Hold A-E firms accountable for design errors and omissions A Facilities Division PET has reviewed and recommended new policy and procedures to more readily identify and act upon design errors and omissions. A DRAFT of this policy has already been reviewed, and comments and recommendations from the Areas have been incorporated. The final document will be distributed to all appropriate Headquarters and Area personnel.
Done
Provide adequate oversight during construction The following actions have recently been, or will be implemented to improve this situation:

Development of project funding estimates will be reviewed. A set format will be developed to ensure that all funding requirements are adequately addressed, including construction management services.


FD will continue to request additional travel funds to ensure that the Contracting Officer and Engineering Project Manager visit the construction site on a monthly basis.


FD has incorporated a formal Quality Control/Quality Assurance specification into the bid documents. This specification helps to "level the field" during the bid process and provides a more objective evaluation of the contractor's quality control program. It also establishes a better system of checks and balances than is included in most contractors' programs.


FD has incorporated a commissioning procedure into bid documents. This provides a structured approach for the contractor, A-E, and Government personnel to ensure that mechanical and electrical systems have been properly installed and are operating in an integrated fashion before the facility is accepted.


Construction management experience and personnel are evaluated during the A-E selection process. While this has always been a factor in the selection, the construction management and inspection area is now receiving more emphasis during the evaluation.


FD has increased the use of Request For Proposals (RFP) for award of construction contracts in lieu of the sealed bid method. This allows the Government evaluate the contractor not only on cost but also on qualifications, past experience, technical competence, and management structure.



Done

October, 2001



Done





Done





Done




Done

Strengthen the Industrial Hygiene Program at the FD level This SHEMB customer concern is also an FY 2001 branch goal. This project will identify Agency policies, program objectives, duties and responsibilities and basic program components for all organizational levels. Program implementation is also being addressed. June, 2002
Update Safety Manual 230 Manual 230.0, Safety, Health and Environmental Management   Program is currently under revision. Sept, 2001


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