Appendix C—Cairo Detailed Comparisons. C-2 Appendix C – Contents Motorpool Details Motorpool—Activities Motorpool Vehicles Vehicles Not Counted

Appendix C—Cairo Detailed Comparisons

C-2

Appendix C – Contents

Motorpool Details

Motorpool—Activities

Motorpool Vehicles

Vehicles Not Counted in Motorpool

Motorpool Infrastructure

Motorpool Service Characteristics

Motorpool Results – Cairo

Comments about Motorpool – Cairo State/ICASS

Comments about Motorpool – Cairo USAID

Motorpool Cost Comparison Statistics

Motorpool Costs Comparisons

Property Management Details

Property Management—Warehousing General

Property Management—Warehousing Personnel

Property Management—Inventories

Property Management—Warehouse Inventory

Property Management—Inventory Control

Property Management Results – Cairo

Comments about Property Management – Cairo State/ICASS

Comments about Property Management – Cairo USAID

Property Management Costs Comparison Statistics

Property Management Costs Comparisons

C-3

Appendix C – Contents (Cont’d)

Residential Maintenance Details

Residential Maintenance

Residential Maintenance Results - Cairo

Comments about Residential Maintenance – Cairo State/ICASS

Comments about Residential Maintenance – Cairo USAID

Leasing Details

Leasing

Leasing Results – Cairo

Comments about Leasing – Cairo State/ICASS

Comments about Leasing – Cairo USAID

Leasing Costs Comparison Statistics

Leasing Costs Comparisons

C-4

Motorpool—Activities

Activity State/ICASS USAIDOpportunities/

CommentsDrive 35 drivers

(Work week is 40 hours. Overtime rates:

200 % for Fridays

150 % for Saturdays

115 % for nights)

21 drivers

(Work week and overtime rates are the same as ICASS)

Schedule Drivers are scheduled on staggered shifts: 0600-1400, 1400-2200, 1100-1900 ????

1 dispatcher and 2 drivers work 2300-0600 weeknights

1 dispatcher and 2 drivers work on weekends (shifts????)

Drivers are scheduled on staggered shifts: 0600-1400, 1100-1900. Standby until 2200

Dispatcher can be reached by cell phone after 2200

Field trips are the only activity on weekends

Fuel 2 servicemen fuel and wash vehicles (1 at Embassy compound and 1 at Embassy Support Services Annex)

Drivers fuel vehicles

Pump located at warehouse

Fuel coupons are used with contract gas stations for trips outside of Cairo

C-5

Motorpool—Activities (Cont’d)


CommentsMaintain Maintenance is part of

motorpool organization, but has been pulled out for analysis

Within core motorpool staff are 2 servicemen that fuel and wash vehicles

ICASS maintains vehicles (basic charge plus direct bill)

Drivers and janitors wash vehicles

Dispatch 2 dispatchers

2 dispatcher/drivers

Requests are made via email, phone, or web form (not frequently used)

Dispatchers keep a paper log to manage dispatches

1 dispatcher

Supervisor backs up dispatcher

Request are made using web form (email) or phone

Dispatchers keep a paper log to manage dispatches

Request are normally made 24 hours in advance

Personal use of vehicles is approved by the EXO

C-6



CommentsRecords Dispatcher keeps a hand

written log

Drivers keep trip tickets (2”x3” notes)

Trip tickets are transcribed into formal trip tickets

Information from trip tickets are entered into summary logs

Summary logs are transcribed into workload reports for billing ICASS customers

At end of year, odometer readings and total fuel usage figures are manually assembled into report to Washington

Dispatcher keeps a hand written log

Trips details are recorded on trip ticket forms

Information from trip tickets are entered into summary logs

At end of year, odometer readings and total fuel usage figures are manually assembled into report to Washington

Clean/maintain facilities

Direct hire janitor Contract janitorial service (ABB) cleans office areas

Janitors also wash vehicles

Train ? 4 drivers have received RSO training

Meetings ? 1 weekend per month for 3-4 hours

C-7



CommentsDriver TDYs Make TDY trips occasionally

Drivers are paid for 8-hour day plus per diem

Manage drivers 1 dedicated operations supervisor

2 administrative FSNs

1 dedicated operations supervisor

1 administrative FSNs

Plan resources FSN head of motorpool and A/GSO plan resources

S/GSO, Supervisor, and HR plan resources; EXO makes final hiring decisions

Order vehicles, parts, & supplies

Motorpool maintenance facilities and staff are extensive

A 6-month supply of parts that must be obtained from CONUS are on hand

ICASS orders parts and supplies except for windshields and a few other items

Expedite airport arrivals

Except for Codels, Carlson Wagonlit transports and expedites passengers

Except for Codels, Carlson Wagonlit transports and expedites passengers

C-8



CommentsManage special events/visits

Support major visits at least quarterly (sometimes more often)

VIP visits are considered DAS or above

Motorpool direct charges for Codel visits

Support at least 2 generals’ (Armed Forces) per month

USAID and ICASS cooperate on major visits

Also rent commercial vehicles when needed

Major visits are usually in conjunction with Embassy visit

Coordinate with ICASS on extraordinary requirements

Typically, there is no cross billing for such events

Answer complaints

2-5 complaints per year handled by S/GSO or higher

Handle breakdowns

4-5 per year (mostly overheating)—dispatch additional vehicle and driver

Accident reports 1 accident per year requiring police report

2-4 minor scrapes per month

C-9

Motorpool—Vehicles

Vehicles State/ICASS USAIDOpportunities/

CommentsVehicles 27 vans

11 SUVs

15 sedans

4 buses

18 trucks

51 vehicles

(just received 8 new vehicles and disposed of others)

Other large motorpools exist in the Cairo mission

NAMRU—38 vehicles

DAO—9-12 vehicles

OMC—42 vehicles

NAMRU is joining ICASS

Special use vehicles/ others

Above vehicles include 25 that are lightly armored

Above number includes 6 LAVs, 2 FAVs, 1 truck (8.5 ton flatbed with rails)

Total vehicles 75 vehicles for motorpool 51 vehicles for motorpool

Note: Permanent release vehicles are those that can be sold in country and temporary release vehicles cannot be sold in country. Temporary release vehicles include armored vehicles and others.

C-10

Vehicles Not Counted in Motorpool

Non-ICASS Vehicles

State fleet– 153 vehicles

USAID vehicles dedicated to other purposes

C-11

Motorpool—Infrastructure

Infrastructure State/ICASS USAIDOpportunities/

CommentsFacilities Vehicle compound within

block of Embassy, includes

Parking area

Dispatcher office and driver waiting area

Administrative offices

Fuel pump and washing area

Additional parking area and maintenance shops are located 30 minutes away and within 1 mile USAID (co-located with warehouse compound)

Vehicle compound is located across the street from USAID

Supervisor, dispatch, and driver waiting areas are in the basement of USAID building

Vehicles are washed in parking lot

Vehicles are fueled at the end of the day at the warehouse (1 mile away)

(need square meters for both motorpool facilities)

C-12

Motorpool—Service Characteristics

Service Characteristics State/ICASS USAID

Opportunities/ Comments

Communications Dispatchers use 2-way radios—each vehicle has a 2-way radio installed (same system and band as used by USAID)

Operations has 1 Government owned cell phone, and drivers use personal cell phones

Post Communications Center is used during late night hours

Dispatcher and drivers each have Government purchased cell phones

Drivers have business cards with their cell phone numbers that they give to passengers to facilitate pickup calls

17 vehicles have 2-way radios (use same system and band as ICASS)

Handheld radios are also available

Computers/ software

Trip tickets are transcribed to summary sheet with organizations and kilometers driven in Excel spreadsheet

Trip tickets are transcribed to summary sheet with organizations and kilometers driven in Excel spreadsheet

Service areas > 95 % of trips are within greater Cairo area

Some trips are made to Alexandria (office there)—120 km from Cairo

VIP visits may require travel to Sharm el Shiek or other tourist attractions

Direct charge military for trips outside of city

Most trips are in the greater Cairo area

A significant number of field trips are made outside of Cairo

C-13




Shuttles 16-17 vehicles are required to run shuttle service

Shuttles run to 3 housing areas

Passengers buy tickets--$ 2.75 to Maadi and $ 1.15 for downtown

Shuttles make 3 runs per week to DECA commissary (warehouse compound)

USAID can ride State/ ICASS shuttles, but must purchase tickets

Children to not pay to ride shuttles

State runs shuttle buses to train station in Maadi to move FSNs—10-12 minute trip (city buses may be an alternative)

Armored car mileage is not included in calculations for ICASS shuttle charges

Shuttle charges offset driver overtime

Use 4 vehicles for shuttles

1 to Giza

1 to Maadi

1 to Downtown

4 shuttle to train station for FSNs

1 hourly shuttle between Embassy and USAID

All shuttles run point-to-point, not to individual residences

State Department dependents occasionally use the interoffice shuttle to downtown, but they purchase tickets that reimburse the costs

ICASS does not encourage use of local taxis due to safety and security concerns

USAID does not have an issue with using local taxis

C-14




Unofficial vehicle use

Unofficial trips may be made to Pyramids and other points within the city at a charge of $ 0.36 per mile plus costs of drivers

Drivers are charged at 35 LE for first 3 hours and 10 LE for each additional hour

Same as ICASS

Service levels Dispatchers and drivers are available 24/7

Requests are turned down only during VIP visits

Turn down request for local support 1 to 2 times per week or try to consolidate with other requests

Coordination ICASS and USAID share vehicles for large visits

Typically, there is no cross billing for such visits/events

C-15

Motorpool Results – Cairo

1g. Overall, you are satisfied with the motorpool operation.

1f. You are kept informed of the status of your vehicle & driver requests.

1e. The motorpool policy is written, available, and appropriate.

1d. Motorpool (drivers) staff are well trained and courteous.

1c. Drivers are familiar with the local traffic patterns, laws and customs and deliver

you to your destination safely and on time.

1b. Motorpool services are provided on time.

1a. Vehicles are well maintained and clean.

Strongly Disagree

Disagree Neutral Agree Strongly Agree

MeanMean

0%

0%

0%

0%

0%

0%

0%

0%

5%

21%

5%

9%

0%

9%

19%

16%

26%

24%

14%

9%

14%

48%

32%

21%

29%

36%

59%

50%

33%

47%

32%

43%

41%

32%

27%

0% 20% 40% 60% 80% 100%

State/ICASS(n=25)

USAID(n=56)

3.95

4.23

4.09

4.10

3.63

4.21

4.14 0%

0%

8%

0%

0%

0%

0%

2%

10%

2%

2%

2%

2%

0%

4%

12%

38%

7%

4%

2%

6%

44%

37%

27%

36%

28%

31%

30%

50%

42%

25%

55%

67%

65%

65%

0% 20% 40% 60% 80% 100%

4.59

4.59

4.59

4.44

3.58

4.12

4.43

Note: Questions within a shaded box (1a-c) indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

C-16

Comments about Motorpool – Cairo State/ICASS

As PAO I have one pool car/driver assigned to me on a de facto regular basis. As a result I am not as familiar as others with the request procedures used by others.

We do not use the Embassy Motor Pool service and do not have sufficient experience to rate these services.

We are a military agency therefore have our own vehicle fleet. We do use the motorpool services, however we have our own drivers and shuttles.

FCS has its own cars and drivers but does use the motor pool on rare occasions and for maintenance

So far, little contact with the motor pool, other than shuttle service.

Excellent, given the difficulty of Cairo traffic.

They've always been flexible and helpful in accommodating last minute requests, and I know that can be difficult for them.

I don't know if there is a motorpool policy. I never went to look for one.

Clean the darn vehicles and get repairs to them as needed..

Some vehicles have had broken seatbelts for years. Some drivers are quite aggressive in traffic. It seems that some drivers do not vary the routes like they should.

Motorpool operations at this post are exceptional.

C-17

Comments about Motorpool – Cairo USAID Since USAID and State maintain two separate motorpools and I work for USAID, my comments do not apply to the State motorpool as I never

use it.

Not a user.

There are occasional mixups and sometimes there are no vehicles or drivers available, but motorpool service is generally good

Outstanding service

Comments on the USAID motorpool, not Embassy.

Not all drivers are as careful as they should be in driving - sometimes just going too fast, or tailgating. the policy of who is entitled to use the services, when, etc. is not readily available - especially to newcomers to post who need it prior

Don't know anything about motorpool policy.

Shuttles to/from work and the Embassy are great. I have a very hard time getting a driver for anything else even though it is official. This is frustrating as I my husband drives our 1 car to his office (no shuttle service provided to his office).

USAID maintains its own motorpool

The seat belt rule is not enforced strongly enough, especially by USDH occupants, including those in the EXO office.

We fill out vehicle requests with time and places, but the drivers are given handwritten slips of paper with our time and pick-up...

While Motorpool services are provided on time, our requests cannot always be handled. I've had to cancel meetings because vehicles were not available. Other times I've had to take taxis to return from meetings.

Motorpool driving too often resembles "chase-cars." It's scary.

Vans are hard to get in and out.

Seat belt configuration require a nuclear scientist to figure out.

a few of the drivers sometimes seem to drive to aggressively for the conditions which occasionally generates hostility from other drivers.

Motor pool is sometimes short of vehicles which has in the past caused some difficulty in getting to meeting in the downtown area. Need a few more cars/drivers.

Several drivers act in an arrogant manner to other drivers and this may cause a negative image of US Embassy. The vehicle plates identify us as US Embassy.

I have only just arrived at post and so am not in a position to comment yet. I have noticed that there is some 'confusion' about rules, e.g., home to office transport, assistance to new arrivals, etc.

My ratings above refer to the outstanding USAID motorpool. I have not had the opportunity to use the services of the Embassy motorpool.

Motor pool Policy need to be available to drivers and riders

I think the Motorpool guys do a great job. The Mission seems to have everything in control. Excellent work guys. Thanks you

Unlike other mission's where I have served, I find that the drivers have a bit of an "attitude" here. They sometimes give the impression that their time is more valuable than yours and that you have to wait and seek them out (i.e. call on their cell)

C-18

Motorpool Cost Comparison Statistics

Motorpool Statistic DescriptionState/ ICASS USAID

Total number of motorpool customersTotal of USDH, offshore PSCs and FSN-5 and above for all customer agencies 607 281

Number of vehiclesNumber of vehicles dedicated to motorpool including shuttle vehicles 34 36

Vehicles/customerTotal of vehicles divided by number of customers (total population of staff who can use service) 0.06 0.13

Total kilometers driven in a yearTotal kilometers driven taken from vehicle odometers for annual report 628,309 567,444

Average vehicle kilometers per yearTotal kilometers driven divided by number of vehicles (take out special use vehicles) 18,480 15,762

Average trips/day/vehicleAverage trips per day divided by number of vehicles (take out special use vehicles) 48.9 14

Number of drivers Drivers dedicated to motorpool 35 21

Drivers/customerTotal motorpool drivers, including shuttle drivers, divided by number of customers 0.06 0.07

Average trips/day/driverFrom sample trips logs, the total trips divided by days in sample divided by number of drivers in motorpool 1.40 0.67

Driver utilizationAverage trips/day/driver times the average hours/trip divided by hours in a workday 43.66% 29.17%

Number of supervisors/ dispatchersTotal number of supervisors, dispatcheers, or supervisor/dispatchers in motorpool 5 2

C-19

Motorpool Costs Comparisons

Motorpool Cost Factors Description

State/ ICASS Totals USAID Totals

State/ ICASS Costs Per Customer

USAID Costs Per Customer

State/ ICASS Costs Per Kilometer

USAID Costs Per Kilometer Comments

ManagementCosts of managers other than supervisors/dispatchers

$ 30,194.75 $ 14,048.55 $49.74 $49.99 $0.05 $0.02

DriversTotal of salaries, benefits, and entitlements for drivers

$ 213,558.77 $ 203,235.43 $351.83 $723.26 $0.34 $0.36

Drivers drivingDriver utilization multiplied times total labor costs of drivers

93,241.28$ 59,277.00$ $153.61 $210.95 $0.15 $0.10

Drivers standing by1-driver utilization multiplied times total labor costs of drivers

120,317.48$ 143,958.43$ $198.22 $512.31 $0.19 $0.25

Supervisor/dispatchers Costs of supervisor/dispatchers 18,766.75$ 3,706.86$ $30.92 $13.19 $0.03 $0.01

Other clerical or labor Costs of clerks or other staff assigned to direct vehicle operations

11,295.75$ -$ $18.61 $0.00 $0.02 $0.00

Vehicle maintenanceTotal costs of maintenance including parts, labor, and maintenance facilities

43,981.63$ 39,721.08$ $72.46 $141.36 $0.07 $0.07 The ICASS maintenance costs include an extraordinary amount for parts inventory, therefore we calculated maintenance at $.07/kilometer for both. USAID maintenance did not include their portion of ICASS maintenance.

Vehicle fuel Total costs of fuels and lubricants 71,020.00$ 24,866.27$ $117.00 $88.49 $0.11 $0.04

Vehicle depreciationPurchase price divided by 5 to 7 years depending on type vehicle; or zero, if totally depreciated

177,000.00$ 156,689.80$ $291.60 $557.61 $0.28 $0.28

Other costsCosts of facilities, overhead, etc. divided by total kilometers

-$ -$ $0.00 $0.00 $0.00 $0.00

Total 565,817.65$ 442,268.00$ 932.15$ 1,573.91$ 0.90$ 0.78$

C-20

Property Management—Warehousing General

Factor State/ ICASS USAIDOpportunities/

CommentsFacilities Warehouse is located in Cairo

30 minutes from Embassy compound

Facility is composed of offices, shops, main warehouse area, high-value property room, disposal room, and parking lots

USAID warehouse is adjacent to the State warehouse and is approximately 1 mile from USAID offices

Facility is composed of 9 offices, a main warehouse area with two floors, an expendables/records storage area including a caged high value storage area), a laundry room/ welcome kit area, a disposal area, and parking lots

The facility has a document incinerator and a backup generator

Climate controlled areas

Offices and shops (refinishing, re-upholstering, laundry, and carpet cleaning/storage), welcome kit room, and high-value property room

Offices, expendables, and the welcome kit area are air conditioned

C-21

Property Management—Warehousing General (Cont’d)


CommentsSquare meters 2767 square meters

Little EXP is stored in the warehouse (stored in basement of Embassy)

4,542 net square meters??

4,088 square meters for USAID items??

Approximately, 1000 square meters are dedicated to EXP storage

Customers Locations: Cairo and 1 residence in Alexandria

Agencies: DOS, ICASS, FCS, FBI, FAS, APHIS, COE, DEA, DAO, FAO/Marine Corps, M1A1, TAFT, OMC MELO, OMC AD, FBO, OMC LF, LOC, RSO, Refugee Section, AECWA

Locations: Cairo

Agencies:

USAID

OMC

Uses 10 % of warehouse space; provide service to 35 families

Provide warehousing, disposal, and welcome kits

OMC tracks property with separate barcode system

C-22


Factors State/ ICASS USAIDOpportunities/

CommentsCommunications ?? telephones

18 PCs, which are on a network server on Embassy WAN

Request system is hard copy forms

12 telephone extensions

9 PCs, most of which are on network

Other PCs in USAID disaster recovery area

Vehicles 3 trucks

1 step van

2 vans

1 flatbed truck with rails

1 lift truck

2 vans

2 large pickup trucks (3 in Statement of Work?)

1 additional truck and driver provided by contractor

Numbers of households supported

300????

Use Drexel 18th Century furniture

Furniture is supplemented with a few items such as one antique piece and oriental rugs

???

Use Drexel 18th Century furniture

Supplement with special pieces like patio furniture, bath cabinets, etc.

C-23



CommentsSpecial services Furniture refinishing

Furniture re-upholstering

Laundry for draperies and linens

Carpet cleaning capabilities

Furniture refinishing through contract

Furniture re-upholstering through allowances to employees and contract

Carpet cleaning through contract

Equipment 4 forklifts 1 heavy duty forklift

1 electric forklift

C-24



CommentsObservations Warehouse was

extraordinarily well organized and clean

Though the warehouse is nearly full items were stacked neatly on 3 tier racks and labeled according to item and status

Pride in the operation was obvious both from the S/GSO and the FSNs

Deliveries are usually made within 1 day, standard is less than one week

Warehouse has air curtains installed that seem to keep reduce dust on floors and contents

Customers expressed a high level of satisfaction with services

Furniture is pulled down from shelves and cleaned prior to delivery to houses

Warehouse was very dusty and furniture was not neatly arranged and labeled

Numerous old air conditioning units, lamps, and office cubicle partitions were stacked in the warehouse and covered with dust

Items of new furniture were on the floor, uncovered and covered with dust

The warehouse supervisor informed the team that “dust is a preservative”

Payments Personal property claims handled by another office

Claims for damage to Government property are handled by S/GSO

C-25

Property Management—Warehousing Personnel


CommentsPersonnel 1 USDH (40 %)

56 FSNs (see below)1 USDH, 1 offshore PSC, 1 local PSC28 Contract staff (see below)

Put in % for USAID

Management 1 warehouse foreman 1 manager, 1 asst manager, 1 property mgmt/storage supv

Talk to Cory on this

Clerical 1 admin assistant1 inventory supervisor4 inventory clerks1 supply supervisor5 supply clerks1 receiving agent1 receiving supply clerk

1 admin assistant1 supply room clerk1 inventory specialist1 residential coordinator1 receiving agent1 crew chief, receiving assistant

Warehousemen 18 warehousemen (4 vacant) 1 crewchief3 dedicated porters2 welcome kit porter

Drivers/ warehousemen 2 delivery chiefs3 truck drivers2 other drivers1 forklift operator

3 driver/porters

Storekeeper 3 storekeepers 1 EXP storekeeper

Mechanical/ technical 2 appliance maintainers1 furnishings specialist3 upholsterers 2 drapery specialists (incl. 1 foreman)

2 carpenter/porter3 refinisher/porters3 shampooer/porters

Janitorial Handled by direct hire OBO janitors not assigned to warehouse

1 janitor/porter(separate janitorial contract with ABB)

Laborers 6 other laborers (shampooers, trade helpers, and messenger)

Some warehouse activities are sub-contracted

C-26

Property Management—Inventories


CommentsWarehouse Inventory items/ value

Total inventories: 44,837

Total value: $ 15.74 millions

Warehouse inventories: 7,801

Warehouse value: $ 2.69 millions

(Recently purchased $ 2 million of replenishment furniture and appliances)

Total inventories: 23,441

Total value: $ 13.40 millions

Warehouse inventories: 4,042

Warehouse value: $ 1.50 millions

George has a figure of 54,375 items for ICASS—which is correct?

Types of inventory by funding

ICASS working capital

Operational expense

Operational Expense ($ 3.1 million), OE Trust Funds ($ 9.6 million), project funds ($ 206,638), and RIG funds ($ 449,710)

Purpose of inventory

Furnish houses for ICASS participants, most of whom are on 3-year tours

Store relatively few other items including a little office furniture (ordered as needed)

Furnish houses for USAID and RIG employees, most of whom are on 4 to 5-year tours

Store some office items for USAID offices

C-27

Property Management—Warehouse Inventory


CommentsProminent items of inventory

Office furniture (very little)

Household furniture and appliances

Washers, dryers, and refrigerators

Water heaters Water filters Microwaves Mattress Box springs Vacuum cleaners TVs Carpet (including decorative

oriental carpets) Transformers Welcome kits

Odd items Chandelier—Austria 1949 Dining tables Conference table Deep fryer Ambassador crystal, flatware,

and china for entertaining (6 ceiling fans per house on

order)

Office furniture (significant quantities that were excess after furnishing the new building and are due to be auctioned off)

Household furniture and appliancesWashers, dryers, and refrigeratorsWater heatersWater distillersDish washersAir purifiersMicrowavesMattress Box springs Vacuum cleanersTVsCarpet (including some decorative oriental carpets)TransformersWelcome kits

C-28



CommentsNEPA criteria

Volume of services

Records systems in use

NEPA system on PASS BarScan

Accuracy of physical inventories

Overage: 0.41 % (unrecorded property)

Shortage: - 0.12 %

Approximately 2 % or $ 225,120

Need dollar value for ICASS

Care of goods Draperies and linens stored in separate, climate controlled room

Upholstered furniture is cleaned and wrapped or designated for re-upholstery

Items are labeled according to type and status

Warehouse is clean and orderly

Draperies and linens are well cared for welcome kit area

Upholstered furniture is mostly re-upholstered before delivery, some is cleaned and wrapped

Dust is evident on exposed furniture, containers, equipment, and floors

C-29



CommentsWelcome kits Items for 150 welcome kits are

on hand, awaiting assemblyBuild and issue 25 kits per year

Disposal Conducted bi-monthly or more often as needed

Use seal bid auctions

Conducted 4 sales in FY2003 using seal bid auction

Sold total of 1,562 items with proceeds of $ 186,826

Another sale pending as of this writing

Appliance pool ICASS has introduced an appliance pool that most agencies have joined

RIG appliances are segregated in the warehouse

OMC uses warehouse space in a segregated area

Furniture pool ICASS has a furniture pool that has limited participation

OMC uses warehouse space in a segregated area

C-30

Property Management Results – Cairo

3o. Overall, you are satisfied with the furniture, appliance & equipment operation.

3b5. The residential furniture & appliance policy is written, available, and appropriate.

3a5. You are kept informed of the status of your requests for service.

3b4. The welcome kit was complete and serviceable.

3a4. The welcome kit was available and delivered on time.

3b3. Furniture, appliances and equipment are reasonably up-to-date and well maintained.

3a3. Your work orders for furniture and equipment are dealt with correctly and in a timely manner.

3b2. The annual inventory & reconciliation of records was completed in a timely manner.

3a2. All items in your office have bar code labels indicating they are in the non-expendable property inventory.

3b1. You have been provided with the annual inventory & reconciliation of records report and it

was done in a timely manner.

3a1. All items in your residence have bar code labels indicating they are in the non-expendable property inventory.

Mean

Strongly Disagree


Mean

0%

4%

8%

0%

0%

8%

9%

0%

0%

5%

0%

8%

8%

12%

4%

0%

4%

4%

5%

4%

15%

4%

8%

21%

8%

0%

0%

0%

4%

19%

8%

10%

0%

58%

50%

60%

52%

50%

50%

52%

62%

67%

40%

67%

25%

17%

12%

43%

50%

38%

30%

14%

21%

30%

29%

0% 20% 40% 60% 80% 100%

State/ICASS (n=25) USAID (n=56)

0%

2%

0%

0%

0%

0%

0%

0%

0%

2%

0%

2%

11%

7%

0%

0%

4%

4%

10%

0%

18%

0%

4%

33%

15%

4%

0%

9%

0%

16%

4%

10%

8%

41%

20%

35%

31%

26%

36%

34%

31%

40%

31%

36%

54%

33%

44%

65%

74%

51%

62%

43%

57%

39%

57%

0% 20% 40% 60% 80% 100%

4.21

3.75

4.04

3.86

3.91

4.04

4.50

4.35

3.56

3.67

4.00

4.49

3.86

4.53

4.06

4.55

4.34

4.74

4.62

4.15

3.72

4.46

Note: Questions within a shaded box indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

C-31

Comments about Property Management – Cairo State/ICASS

I do not know if the policies are readily available

The SPM operation is a "can do" operation at post. Very pleased with their willingness to assist where possible and their prompt response to requests for service.

We maintain our own furniture. It is managed by our own supply NCO We are however part of the appliance pool

FCS owns its own furniture and does not participate in the furniture pool. We do participate in the appliance pool and I am very satisfied with that

Our furniture is provided by OMC and not DoS. I am satisfied with OMC furniture pool and equipment management.

Good service.

We do not receive an annual inventory for residential items.

Very helpful staff

Residential inventories are only required on occupying and leaving, not annually as implied by the question.

Appliances break frequently. I have had 4 washers and 2 dryers in the last 6 months.

Post continues to order small refrigerators and large over sized washers and dryers when smaller units fit better in quarters

There needs to be better coordination between Housing, Facilities, SPM. It is not satisfactory to tell the person requesting a service that he/she needs to call someone else. We shouldn't have to run around

C-32

Comments about Property Management – Cairo USAID

for items 1 & 2. All items have bar code but don't indicate what type of property it is.

None of the above is used by me

Sorry -- Nothing to bitch about

Maintenance issues for air conditioning equipment and one hot water heater remain unresolved.

Maintenance staff should undergo training and certification to ensure that they are qualified to perform tasks in their area of expertise.

overall, it's fabulous. only thing is we can't get bags for the vacuum cleaners - either need to give them to us free or ensure they're in the commissary or give us some and charge us up front.

What's a residential furniture & appliance policy? Never saw it.

With a large family, apartment and a long list of inventory in my apartment, the warehouse should provide assistance in doing household inventories. Since I am a tandem couple we also have State items in the apartment.

just have some issues safety wise, do not have an escape ladder in case of fire. Can not open our doors without a key so in case of emergency, there could be a problem.

Again, USAID has it's own inventory

No complaints; seems very good.

I do not believe that I have ever received an annual inventory list.

It would be more convenient to be able to have workers come before or after the work day so that we do not have to take time off for service calls.

I have only just arrived at post and so am not in a position to comment yet.

I have only received one residential inventory list. It is not done annually as mentioned in the survey. I am not sure of the furniture and appliance policy as I have never seen it or researched it, I assume it is there.

The ratings above refer to the USAID-provided residential furniture and appliance services.

C-33

Property Management Costs Comparison Statistics

Warehousing/Property Management Statistics Description State/ ICASS USAID

Number of property management customers

Total of government-owned and short-term leased residences. May include vacant residences. Does not include residences used for offices or clubs

243 75

Number of non-expendable items in inventory

The number of non-expendable items in ICASS NEPA and USAID BarScan databases

44,837 23,441

Value of non-expendable items in inventory

The value of non-expendable items in ICASS NEPA and USAID BarScan databases--includes residential, office, and other items

$15,740,000.00 $13,395,407.00

Value of non-expendables/customerValue of all non-expendable items divided by the number of customers

$64,773.66 $178,605.43

Net area in warehouseArea of the warehouse floor space, including isles and offices. Area includes space in containerized trailors used for storage. Does not include areas in parking lots

2,767 4,542

Number of non-expendable items in warehouse

Items in the NEPA and BarScan inventories that are stored in the warehouse area(s)

7,801 4,042

Value of non-expendable items in warehouse

Value of items in NEPA and BarScan inventories that are stored in the warehouse area(s)

$2,690,000.00 $1,501,950.00

Percentage of value of goods in warehouse

Value of items stored in warehouse divided by value of total items in respective inventories expressed as a percentage

17.09% 11.21%

C-34

Property Management Costs Comparisons

Warehousing/Property Management Cost Factors Description

State/ ICASS Totals USAID Totals

State/ ICASS Costs Per Customer

USAID Costs Per Customer Comments

Management by American staff

Costs of USDH and offshore PSCs who manage property or warehouses

$121,351.94 $22,012.34 $499.39 $293.50

Management by locally engaged staff

Costs of all FSN and US locally hired staff who manage property or warehouses

$81,476.74 $491.00 $335.30 $6.55

LaborCosts of warehousemen, clerks, storekeepers, drivers, and others involved in property management or warehousing

$297,636.91 $0.00 $1,224.84 $0.00

Rent Annual cost of the warehouse lease $0.00 $0.00 $0.00 $0.00

Facilities operationsOther costs of operating the facility such as janitorial contracts, etc.

$16,300.00 $2,022.34 $67.08 $26.96

VehiclesFuel, maintenance, and depreciation of vehicles used in warehouse operations

$54,445.00 $7,928.30 $224.05 $105.71

Furniture repairCost of refinishing or reupholstering furniture used in residences

$0.00 $0.00 $0.00 $0.00 Includes costs of furniture and appliance repair that may have been in Residential Maintenance cost center

ContractsAnnual costs of contracts for warehousing and other services excluding furnishings repair

$0.00 $339,501.00 $0.00 $4,526.68

Total $571,210.59 $371,954.98 $2,350.66 $4,959.40

C-35

Residential Maintenance

Due to time constraints, the Shared Services Study team collected some information, but did not conduct a detailed examination of this cost center

C-36

Residential Maintenance Results - Cairo

4o. Overall, you are satisfied with the residential maintenance services provided.

4b5. The residential maintenance policy is written, available, and appropriate.

4a5. You are kept informed of the status of your requests for service.

4b4. There is a clear and published definition of what “emergency maintenance” means.

4a4. Emergency repairs are done quickly so as to minimize damage and inconvenience.

4b3. Preventative maintenance is done regularly and the area is cleaned up afterwards.

4a3. The residential maintenance office notified you in advance, of scheduled maintenance activities.

4d2. The work crews routinely clean up the work area after completion.

4c2. You are routinely asked to provide written or verbal feedback on the quality of repairs made.

4b2. Work orders are responded to in a timely manner.

4a2. Routine maintenance repairs are performed correctly the first time.

4c1. Upon your arrival at your new residence, you were given verbal and/or written instruction on how to operate and clean appliances – alarms,

generators, location of circuit breakers and water cut-off valves

4b1. Residential maintenance staff promptly corrected any problems identified during your move-in.

4a1. Upon your arrival at post, your residential unit was ready for move-in, with the utilities on, repairs & painting completed and the unit

thoroughly cleaned.

Strongly Disagree


MeanMean State/ICASS (n=25) USAID (n=56)

Note: Questions within a shaded box indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

4%

4%

4%

0%

6%

17%

13%

8%

13%

4%

8%

21%

9%

17%

12%

17%

13%

17%

6%

30%

17%

4%

50%

8%

20%

38%

14%

8%

32%

38%

29%

17%

6%

30%

17%

28%

17%

12%

28%

8%

9%

0%

48%

38%

50%

61%

63%

17%

39%

48%

21%

60%

36%

21%

55%

58%

4%

4%

4%

6%

19%

4%

13%

12%

0%

16%

8%

13%

14%

17%

0% 20% 40% 60% 80% 100%

0%

2%

2%

2%

2%

10%

6%

4%

4%

0%

6%

9%

2%

4%

7%

12%

4%

17%

2%

18%

19%

11%

8%

4%

13%

26%

4%

4%

9%

38%

17%

33%

7%

22%

6%

11%

4%

5%

11%

11%

2%

7%

41%

25%

42%

19%

21%

28%

38%

38%

34%

36%

41%

26%

27%

24%

43%

23%

36%

29%

67%

22%

31%

36%

51%

55%

30%

26%

65%

61%

0% 20% 40% 60% 80% 100%

3.50

3.50

2.67

3.16

3.76

2.46

3.52

3.22

2.61

3.81

3.56

3.38

3.21

3.36

4.35

4.50

3.34

3.76

4.42

4.21

3.93

3.69

3.34

4.48

3.55

4.06

3.56

4.19

C-37

Comments about Residential Maintenance – Cairo State/ICASS

Chronic problems are not fixed, or not fixed properly. Landlord not made to solve problems that are his/hers.

I have a day-time servant at home and a local admin assistant at the office so I rarely deal directly with the residential manager. Things work OK, although there have been a couple of instances of less than stellar work (bath tub installed uneven)

Workers often do not appear to be properly equipped to do the job, and lack advanced tools and technology, although they sometimes can do miracles with little or nothing and are innovative in improvising. Occasionally the repair causes more damage

We have our own military NCO is oversees our requests and coordinates with the residential maintenance personnel. We notice that lot of the repairs require more than 1 trip to the residence.

Yes - but we have had difficulties getting the landlord to repair aircon

Often it takes several attempts by maintenance to correct a problem.

The staff always cleans up well, accommodate their schedule to when my maid will be there if I can't be, and are polite to her.

They have to return numerous times before an item is repaired. They stop work on holidays even though they were the ones that didn't fix the problem correctly the first time. They stink!

Been here 1.5 years and never had any yearly/preventative maintenance unlike in other posts.

Provide adequate funding for training of employees and to purchase correct materials and tools

When I first arrived at post int he middle of the night I was placed in temporary quarters which clearly had not been checked beforehand. The washing machine drain was not connected to the outlet (and the place flooded) the air conditioning only worked...

There wasn't any batteries in the smoke detector in the bedroom, and I haven't been contacted about cleaning any of the filters although I try to clean all of the filters monthly.

C-38

Comments about Residential Maintenance – Cairo USAID

None of the above is provided by State Dept

The housing and maintenance people at this mission are the best. customer oriented. X should be given special recognition.

Maintenance issues for one AC unit and a hot water heater remain unresolved. I just have to live with an AC unit that is too noisy to operate while I sleep and a hot water heater that will only support one shower within an hour.

If the repairs involve paint or glue (repairing wooden floors or tiles floors and walls in the bathrooms, etc.), the work is very shoddy with paint and glue slopped all over. I've had paint drips on personal items because they did not use drop clothes

Seems that it takes ABB a long time and a number of staff to complete seemingly simple tasks.

No preventative maintenance (or very little) is done. At a minimum, a list of items should be given to the employee to complete which would indicate any areas where preventative maint may be needed.

USAID has it's own contractors

The maintenance service is responsive but often the work is not done properly and has to be redone or there is very little regard for quality (for example, tiles are broken when doing repair work and not repaired, or repaired poorly)

Very responsive. Unit is relatively new and has few problems.

The maintenance crew has been completely responsive to my maintenance requests, and i have been fully satisfied.

We always have been provided same or next day service on all maintenance requests we have made.

good job always done.

It has been super in all respects with exception of outside contractors hired during summer when workload is heavy. They have done a terrible job, splattered paint on furniture, rugs, floor, etc. They are not the regular year-round staff.

I have only just arrived at post and so am not in a position to comment yet.

The crews do not always clean up after themselves sufficiently.

When I arrived an apartment was not ready so I lived in a TDY apartment for two months. I have not been in my apartment long enough to trigger any preventative maintenance requirements.

The residential maintenance contractor used by USAID provides the best residential maintenance services I have seen in my twenty years in USAID.

Every time the crew comes to our house, they refuse to clean or take off their shoes. Given the dirt and grime in this city, they always leave foot prints and dirt all over the apt (esp. if they are fixing a water problem).

C-39

Leasing

Activity State/ ICASS USAIDOpportunities/

CommentsCustomers DOS, FCS, FBI, OMC, NAMRU,

CDC, DEA, DAO, FAO, M1A1, MLRS, Corps of Engineers, Army-TACOM, Amcom Egypt Liaison Office, Co-Production Program

Support ???? USDH

USAID including RIG

Support 47 USDH and 24 USPSCs (decreasing to 35 USDH)

Leases 13 GO offices/warehouses

94 GO residential

7 STL offices/parking lots

148 STL residential

1 LTL residential

1 GO office (Trust fund)

1 GO residencial (MD)

3 for parking lot (motorpool)

1 STL office in Alex

71 STL residential

3 STL residential (vacant)

Are all of ICASS’ GOs occupied?

Workload 8-9 new leases annually

5-6 leases terminated annually

35-50 renewals annually

Terms are 3 or 4 years

6 new leases annually

5-6 leases terminated annually (relate to staff departing w/o replacement)

15-25 renewals annually

Average term is 4 years

Terminating downtown leases as employees leave

C-40

Leasing (Cont’d)


CommentsPersonnel 1 American (eligible family

member)

(1 additional American eligible family member who does make ready)

3 FSNs

EXO (1 %)

DEXO (2 %)

PSC (5 %)

1 FSN (35 %)

1 FSN (30 %)

1 Housing coordinator (5 %)

Identify properties Notify real estate agencies

Visit prospective properties and evaluate against criteria

Takes POSHO, facilities maintenance, and RSO to property to evaluate further

Areas are located in Maadi and downtown--Zamalek, Mohandessin, Dokki

Use real estate agent to find properties with exceptional requirements such as wheel chair access

Sometimes State Department refers properties

Prospective landlords report properties

Landlords are networked in Maadi

Facilities manager looks at property and formulates list

Safety and security inspect and add to the list of make ready requirements

Leasing offer uses list in negotiations

C-41

Leasing (Cont’d)


CommentsNegotiate leases Housing officer and housing

assistant negotiates leases including leasing agreement

S/GSO approves the leases

Leasing officer negotiates with landlord what must be done

Leasing officer drafts negotiation memo for EXO

EXO signs leases

Frequently, residential maintenance contractor bids on actions and landlord agrees to pay for necessary changes

USAID has own housing pool; however, Mission Housing Board blesses assignments

Arrange payments Quarterly and semiannually

Vouchers go to FMC and paid out of Paris

End of fiscal year can cause some delays, but scheduling leases to terminate at another time

Payments are made 3 to 6 months in advance, initially

Payment arrangement used in negotiation to reduce price

Normal payments are paid quarterly in advance

Payments are processed locally in dollars, but paid out of Paris/Charleston

C-42

Leasing (Cont’d)


CommentsMaintain records Maintain records in housing

office

Keep landlord files

Keep files on occupants (personnel)—white glove inspection, cables, complaints, etc.

Use Real Estate Management System (software) from OBO—Excel spreadsheet

Maintain hard copy files on each lease—inspection reports, make ready actions, lease agreement, etc.

Use computer to fill in leases

Use MS Word for lease lists—reports to Embassy for REM report (no direct access to REM)

Same report goes to State and USAID

Renew leases Four to six months prior to renewal notify landlord and POSHO, RSO, and facilities

Send questionnaire to occupant and conduct inspection

Formulate corrective list and present to landlord

Negotiate lease cost reduction of 10 % based on current housing market survey

Contact landlord 2-6 months before to inform of intention to renew or terminate the lease

Most landlords are eager to renew leases

Contact tenants 6 months prior to identify problems with property

Factors considered: landlord easy to deal with and age/maintenance record of property

C-43

Leasing (Cont’d)


CommentsMaintenance in conjunction with leasing contracts

Landlords are responsible for structural repairs

Landlords are generally cooperative in making needed repairs

Landlords maintain everything outside of the apartment including common areas

Routine maintenance is done by contractor (ABB)

Preventive maintenance is suppose to be done semiannually, but is not always done or done in a timely manner

Coordination USAID notified State of a lease termination that could have been a prospective property for State

Check assignments by USAID for compliance with FAM

Use some of the same landlords

Have lost some leases due to delays in waivers for $ 25,000 limit

State/USAID leasing FSNs communicate weekly

USAID notifies State when they give up properties

Coordinate new leases with State to make sure not paying more than what State is paying for equivalent property

Follow rules in FAM for housing

Lease waivers are done locally

Use RSO to check security

POSHO does not inspect houses—not paid for (OBO expense)

C-44

Leasing (Cont’d)


CommentsOther Notes Housing uses GO properties

as temporary quarters during turnovers

Approximately 40 % of families must use temporary units before moving in—

Late notifications of arriving personnel by ICASS customers and a lengthy make ready process account for much of these delays

Most employees go directly into housing

Occasionally must put people in temporary housing

Monthly meeting of residential coordinator and leasing officer to plan arrivals and housing

Housing board meets on a monthly basis

Arrivals in Winter pose greatest problems

2 TDY apartments (not good for children)

May cycle through other permanent apartments

Required to put one family in hotel in past year

ICASS should publish minimum service levels for achieving door-to-door moves

Service levels should be established based on lead time of notification

Notifications beyond established lead time would result in drastically reduced probability of a successful door-to-door move

Service levels for door-to-door moves for newly established positions at post should include more lengthy notification lead times

Minimum service levels and statistics on their achievement should be recorded and published regularly

Service level targets that exceed minimums should be considered as a means to drive continuous improvement of the entire process

C-45

Leasing Results – Cairo

2c. Overall, you are satisfied with the leasing office.

2b. The leasing office ensures that the landlord of your residence expeditiously resolves

problems with the residence OR the required repairs are made by staff in accordance with the

terms of the contract.

2a. Your residence is the appropriate size and layout for your family’s needs and MORE or

LESS comparable in size and layout to others at post regarding seniority and family size.

9%

5%

0%

9%

20%

8%

27%

25%

8%

45%

45%

42%

9%

5%

42%

0% 20% 40% 60% 80% 100%

Strongly Disagree


MeanMean

State/ICASS(n=25)

USAID(n=56)

Note: Questions within a shaded box (2b-c) indicate that the difference between the means of State/ICASS and USAID is statistically significant at 0.05.

4.17

3.25

3.36

3.92

4.18

3.986%

6%

6%

10%

6%

11%

12%

2%

6%

27%

37%

40%

46%

49%

38%

0% 20% 40% 60% 80% 100%

C-46

Comments about Leasing – Cairo State/ICASS I live in a government-owned house, in-town, with substantial representational space, especially in the garden. My

family's actual living space is more than adequate, but we do not regularly use the representational space for family purposes.

Need to use leverage with landlord more forcefully.

The leasing office pays no attention to residents' requests. Our housing office is equally disinterested in resolving "problems." I have had a water leak problem since moving in more than 2 years ago. The Embassy has not fixed it

b. Misconception. The resident contacts maintenance for repairs, maintenance requests leasing office action with landlord.

They do a horrible job. I have resorted to fixing things myself.

I haven't been in too many other apartments to verify this. We are happy with our living quarters.

Post fudges on sizes of units, every post measures differently

Our house is government-owned.

C-47

Comments about Leasing – Cairo USAID a. I can't answer this as I don't know the size and layout of residences at post.

b & c. Apply to the USAID leasing office.

My lease is maintained exclusively by USAID.

Housing has totally unacceptable levels of natural lighting, resulting in significant depression impacts on my family. "that'st the way all apartments are" is not an adequate response, as I have not seen any other apartments with such limited window

the landlord makes an enormous profit from USAID leases; the time taken for repairs on the outside of the building (elevator, etc.), lack of repairs and very scruffy looks of the building are seriously out of line with landlord profits

I was put in an apartment that was much smaller than all of the other people of my rank and family size. I was very unhappy with the situation. I requested to be moved but no one assisted with this. I found an apartment on my own

Although State pays more for its leases, their apartments are of a better quality. Good housing is one the easiest ways to keep folks content at any post. I think AID could do more.

Agree with the size but there is problem with storage or closet place.

USAID has it's own housing, separate from State

My housing at four previous posts was better than at my current post.

For the 'above market' rental price paid to the landlords, they should be providing much better repair and maintenance service to tenants. Unfortunately they do not, and the housing office staff are not strict in forcing them to do the required repairs.

Frankly, I think for my rank and my position, I should have better housing than I do. I don't particularly like my apt. For the most part, there is no view: it is blocked by another very close bldg. and there are other factors i won't go into.

Great job. Services are prompt and well done.

EXO policy is now to force employees to live near the USAID building, even if this means more expensive housing and reduces the quality of life of dependent spouses. This lack of flexibility done in the name of facilitating the bi-annual repair crew.

I have only just arrived at post and so am not in a position to comment yet. My housing was deemed not suitable so other housing is being sought. Satisfaction will depend on the length and outcome of the search.

My ratings above apply to the USAID Executive Office and its contractors.

I have had no problems with the leasing office. They do a great job.

Living in an apt limits the space available, compared to other posts. I think the contracted service provides EXCELLENT service to maintain the apt-- they are prompt, proper, and efficient.

C-48

Leasing Costs Comparison Statistics

Leasing Statistics DescriptionState/ ICASS USAID Comments

Total number of leasesTotal number of properties leased including residences, warehouses, offices, and parking lots. Does not include Government-owned property

156 78

Number of residential leases Total number of residential properties leased 149 75

Number of non-residential leasesOther leases that include residences, warehouses, offices, parking lots, or other properties

7 4

Average area of residential properties Average area of residential properties calculated using FAM criteria 203.24

Average rents of residential leasesTotal annual residential lease costs divided by number of residential leases

$20,638.00

Residential Property FloatTotal number of residences, including Government-owned, divided by the number of employees eligible for housing at post (number of customers) express as percentage

104.17%An indicator of leasing efficiency

C-49

Leasing Costs Comparisons

Leasing Cost Factors DescriptionState/ ICASS

Totals USAID Totals

State/ ICASS Costs Per

LeaseUSAID Costs

Per Lease

Management by USDH or USPSC

Costs of USDH and offshore PSCs who manage leases

$109,604.66 $9,722.24 $702.59 $124.64

Management by LESCosts of all FSN and US locally hired staff who manage leases

$45,697.17 $8,149.64 $292.93 $104.48

OtherCosts of vehicles, office supplies, or other costs associated with leasing

$9,770.00 $61.46 $62.63 $0.79

Total Costs Total annual costs $165,071.83 $17,933.34 $1,058.15 $229.91

Documents

Appendix C—Cairo Detailed Comparisons. C-2 Appendix C – Contents Motorpool Details Motorpool—Activities Motorpool Vehicles Vehicles Not Counted