CHAPTER SIX
Building Operations Survey
The program review committee surveyed tenant representatives in buildings under DPW's care and control. Each agency within a building selects a person to represent the agency regarding building operation issues. The representative has contact with the building's property manager, except for instances where DPW directly manages the building.
The purpose of the survey was to collect information about the general upkeep of buildings under DPW's care and control. The survey covered several different areas relating to building operations, including interior and exterior cleanliness, custodial services, maintenance, and security.
Eighty-seven surveys were distributed, 58 were returned for a 67 percent response rate. Tenant representatives who were DPW employees were not surveyed. Although representatives in buildings both directly managed by DPW and managed by private contractors were surveyed, the analysis combines all responses. Due to the limited number of responses from building representatives in buildings directly managed by DPW, an analysis of only those buildings was not statistically meaningful. A full accounting of the survey results is found in Appendix C.
It is important to mention, DPW conducted an extensive survey and analysis of building operations in 1996. A detailed analysis outlining problem areas was done for each building. The information was provided to building managers, yet no follow-up was ever conducted by the department. The commissioner testified to the program review committee the survey consumed too many resources and could not be done on a regular basis. Without proper follow-up, the committee believes the original 1996 DPW survey is a wasted effort. No formal plan was ever put into place to ensure the necessary building repairs or changes would be made. Without a formal plan to upgrade building operations, the survey results are virtually useless. Further, as time passes without follow-up by DPW, the survey results will become outdated and the department will have forgone a valid and important opportunity to improve the buildings under its care and control.
Cleanliness
The survey revealed 76 percent of the tenant representatives believed the interior cleanliness of their buildings was either "excellent" or "good," while 22 percent believed it was "fair." Only 2 percent of those surveyed believed it was "poor." For exterior cleanliness, 81 percent of the representatives responded their buildings were either "excellent" or "good," while only 2 percent said it was "poor."
Tenant
representatives were also asked whether the overall cleanliness of their
buildings had "improved," "remained the same,"
"deteriorated," or "fluctuated" over the past year.
Twenty-nine percent of the 56 respondents said overall cleanliness had improved,
and 50 percent said it remained the same. Sixteen percent believed it
deteriorated.
Custodial Care
Figure VI-2 shows how the tenant representatives rated custodial care within their buildings. Over two-thirds of those responding indicated custodial services were "good." Almost a quarter said such services were either "fair" or "poor."
Satisfaction levels for various custodial services provided in buildings under DPW's care and control were also examined. The services included:
The survey
results showed several areas where customers were not satisfied and thought
custodial services in those areas were poor. For example, wall cleaning, window
cleaning, and carpet shampooing all had higher "poor" ratings than the
other services. Nineteen percent of the tenant representatives indicated wall
cleanliness and window cleanliness were "poor." Carpet shampooing,
however, received the worst ratings. A full 37 percent of the respondents rated
this service as "poor."
Several custodial services received high satisfaction ratings. Ninety-one percent of the tenant representatives rated refilling bathroom supplies as either "excellent" or "good," while 70 percent had similar ratings for overall bathroom cleanliness. Garbage emptying also received favorable ratings, with 92 percent rating it either "excellent" or "good."
Custodial problems. Tenant representatives were asked whether they have reported problems with custodial services within the past year. Of the 54 responses, 42 (77 percent) said "yes." The survey asked the representatives to: 1) rate the overall response times to fix the problems; and 2) indicate how satisfied they were with the outcomes. Figures VI-3 and VI-4 show the responses.
Figure VI-3 indicates 74 percent of those having problems with custodial work considered the response time to fix the problem(s) was either "excellent" or "good." A full quarter, however, thought response time was only "fair" or "poor."
Figure VI-4 shows how satisfied respondents were with the outcomes of the custodial work. The results were similar, with three-quarters saying they were either "very satisfied" or "satisfied" with how well their custodial service problems were resolved.
Maintenance
Tenant representatives were asked to rate building maintenance. Figure VI-5 shows 83 percent believe maintenance in their buildings is either "excellent" or "good."
Satisfaction levels for various maintenance areas in buildings under DPW's care and control were also examined. The services included:
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Overall, the survey results show tenant representatives rated maintenance services favorably. For all of the maintenance areas listed above except flooring and carpeting, at least two-thirds of the respondents rated the service either "excellent" or "good." Only 41 percent considered flooring/carpeting as "excellent" or "good."
The maintenance areas with the most "excellent" or "good" ratings were: trash removal (93 percent), parking area and snow removal (88 percent), exterior lighting (80 percent), and interior lighting and plumbing (79 percent).
Maintenance problems. Similar to custodial services, tenant representatives were asked whether they had reported problems with maintenance services within the past year. Of the 56 responses to the question, 91 percent had done so. The survey also asked the representatives to: 1) rate the overall response times to fix the maintenance problems; and 2) how satisfied they were with the outcomes. Figures VI-6 and VI-7 show the responses.
Figure VI-6 indicates 64 percent of the tenant representatives said the response time to fix maintenance problems was either "excellent" or "good." More than a third, however, thought response time was only "fair" or "poor."
Figure VI-7 shows how satisfied respondents were with the outcomes of the maintenance work. The figure reveals half of the tenant representatives responded "very satisfied" or "satisfied" with how well their custodial service problems were resolved, while the other half said were either "somewhat satisfied" or "dissatisfied" with maintenance outcomes.
Comfortable building temperature. Maintaining a consistent temperature level within buildings is a significant concern with tenants. Buildings that are too hot or too cold are contributors to undesirable working conditions. The survey questioned tenant representatives if the temperatures within their buildings remain comfortable. Of the 55 responses received for this question, only one-third said temperatures remain comfortable within their buildings.
Preventative maintenance program. The survey asked tenant representatives whether they were aware of the existence of a routine preventative maintenance program being conducted by the entity responsible for managing the facility. Of the 53 responses to the question, 43 percent of the tenant representatives said they were aware such a program existed for their building.
Security
The last building operation area tenant representatives were queried about was security. Specifically, the level of security to protect the people and property inside and outside of the buildings under DPW's care and control.
Figures VI-8 illustrates tenant representatives' responses regarding security. The results were comparable for interior and exterior security. Sixty-two percent considered the level of interior security to protect people as either "excellent" or "good," while 58 percent rated exterior security "excellent" or "good."
Figures
VI-9 shows 64 percent of tenant representatives considered the level of security
1to protect property inside buildings was either "excellent" or
"good," while 56 percent said exterior security to protect property
was "excellent" or "good."
Summary of Findings: Building Operations Survey
