November 2008, Government Fleet - 100 Best Fleets
Hillsborough County Named No. 1 Again in 2009
By Cheryl Knight
Ensuring Customer Satisfaction
TEAM FLEET continuously monitors and evaluates its performance through customer survey results. One objective is to attain a customer satisfaction rating of 90 percent on the delivery of services in a courteous and responsive manner, measured through point-of-service customer survey feedback.
For the past two fiscal years, fleet has attained this goal with an overall satisfaction rating of 97 percent.
Other fleet best practices include:
- Staffing efficiently. Effective use of contracts has kept staffing levels low, reducing overhead expenses.
- Obtaining optimum resale values. County vehicles recover approximately 22 percent of the original value at auction, a high mark in the industry.
- Conserving fuel. Take-home vehicles have been reduced by 90 percent and carpooling is strongly encouraged. Other fuel conservation efforts include minimizing unnecessary idling, avoiding unnecessary trips, maintaining tire pressure, and completing preventive maintenance on time.
- Utilizing technology. Fleet reduced paper files by 90 percent.
"We’re almost a paperless shop now," Subadan said. "Work orders are in M5 and techs wand in with bar coding all work orders. Everything is electronic." The Internet-based system is accessible from anywhere.
- Right-sizing. The County recently embarked on a right-sizing study to reduce the size of the fleet and achieve overall savings of $3.9 million. Study results are currently being implemented.
"We’re cutting back and moving to four-cylinder engines from six, and to six-cylinders from eight," Subadan said. "We’re ensuring vehicle needs, not wants, are met." The County is also incorporating other types of units, such as ATVs, into its fleets.
- Retaining qualified technicians. To improve both recruitment and retention, a three-tier mechanic series has been developed with a trainee classification at the entry level and two higher-level positions.
Automotive Service Excellence (ASE) certifications are a criterion for promotion. "This helps in recruitment and retention efforts and acknowledges ASE-certified employees’ outstanding skills and accomplishments," Subadan noted.
In total, 25 fleet employees hold 170 individual ASE and Emergency Vehicle Technician (EVT) certifications. Two locations are ASE Blue Seal-certified.