R7 MARS Administration, Tenant Satisfaction, and Wellness

Do Asset Business Plans accurately identify Property Managers and contact information?

Does the Service Center have a protocol for managing keys?

Does the Service Center have a protocol for tenants to reserve conference rooms?

Does the Service Center maintain accurate tenant lists?

Does the Service Center have a current file plan?

Does the Service Center store sensitive documents appropriately?

Do Leave balances match between supervisor's report and GSA 873 documentation?

Are time card amendments processed timely?

Is overtime properly documented (GSA form 544)?

Do time cards accurately reflect telework hours?

Are travel vouchers completed within 5 days of trip completion?

Are travel vouchers coded to appropriate accounting strip/org code?

Are travel fees (airline, room, taxes, voucher) documented properly on vouchers?

Do all employees have a current IDP on file?

Are SF-182's completed and available in CHRIS or FAITAS?

Are Continuous Learning certificates available in FAITAS?

Have any permitted activities been hosted during the past 24 months?

Were any permit requests denied?

Were denials routed through Legal?

Is the Service Center meeting the regional target for Per Cent of Owned Buildings with Positive FFO?

Is the Service Center meeting the regional target for Percent of Owned Assets with Return on Equity (ROE)>=6%?

Has the Service Center consistently maintained less than 5% Vacant Space in owned facilities?

Has the Service Center consistently maintained less than 1.5% Vacant Space in leased facilities?

Did the Service Center consistently meet the regional goal for overall satisfaction (percent of 4's and 5's on a 5-point scale) in the Customer Transaction Satisfaction Survey [formerly known as Realty Transaction Survey?

Do Service Center Managers, Operations Managers and Asset Managers regularly review CTSS results and constructively address valid critiques?

Is the Service Center meeting the national goal for timely activation and billing of OAs?

Has interim billing been effectively used to isolate customers from undue lapses in billing?

Customer Transaction - Are at least 88% of tenants "Satisfied" or "Highly Satisfied"?

Tenant Satisfaction - Are at least 83% of tenants "Satisfied" or "Highly Satisfied"?

Did the Service Center consistently meet the regional goal for overall satisfaction (percent of 4's and 5's on a 5-point scale) in the annual Tenant Satisfaction Survey?

Are action plans in place to address tenant issues cited in the survey?

Does the Property Manager have action plans from the last Tenant Satisfaction Survey cycle?

Is the Property Manager implementing the action plans?

Is there ample space provided in high visibility areas throughout the building to market and promote wellness activities?

Program Compliance