R7 MARS Administration, Tenant Satisfaction, and Wellness

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Review methodology

Admin

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

  Yes

  No

  NA

• Does the Service Center have a protocol for managing keys?

  Yes

  No

  NA

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

  Yes

  No

  NA

• Does the Service Center maintain accurate tenant lists?

  Yes

  No

  NA

Files

• Does the Field Office store sensitive documents appropriately?

  Yes

  No

  NA

• Does the Field Office have a current file plan?

  Yes

  No

  NA

• The FORT WORTH field office has a filing plan that should be considered for use throughout the region. Recommend contacting that office for details.

Timekeeping

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

  Yes

  No

  NA

• Are time card amendments processed timely?

  Yes

  No

  NA

• Is overtime properly documented (GSA form 544)?

  Yes

  No

  NA

• Do time cards accurately reflect telework hours?

  Yes

  No

  NA

Travel

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

  Yes

  No

  NA

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

  Yes

  No

  NA

• Are travel vouchers completed within 5 days of trip completion?

  Yes

  No

  NA

Training

• Do all employees have a current IDP on file?

  Yes

  No

  NA

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

  Yes

  No

  NA

• Are Continuous Learning certificates available in FAITAS?

  Yes

  No

  NA

Living Buildings

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

  Yes

  No

  NA

• Were any requests were denied?

• Were denials routed through Legal?

  Yes

  No

  N/A

Wellness

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

  Yes

  No

  N/A

• What wellness building amenities offered to the tenants?

  Farmers Markets

  Fitness Center

  Bike Racks

  Healthy Food Service

  Other

• What is the current allocation (RSF) per person within GSA space?

• Is the Field Office meeting the regional target for Per Cent of Owned Buildings with Positive FFO?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Has the Field Office consistently maintained less than 5% Vacant Space in owned facilities?

  Yes

  No

  N/A

• Has the Field Office consistently maintained less than 1.5% Vacant Space in leased facilities?

  Yes

  No

  N/A

• Did the Field Office 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?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• 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?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Is the Property Manager implementing the action plans?

  Yes

  No

  N/A

• Yes

  No

  N/A

• Program Reviewer

  Sign

• Field Office Representative

  Sign