ADMINISTRATIVE UNIT REVIEW RECOMMENDATION #3b

Title:                           Service Standards for Cosmetic Repairs

Description:                There is a customer perception that Fleet's current operating practice for cosmetic repairs is excessive and punitive.  Many of the vehicles in field and maintenance operations are held to the same fit and finish standard as daily rental vehicles. Currently the customers have little or no input into the levels of appearance acceptable to their use of the vehicle.

The AUR Team believes that Fleet Services could develop a two-tier process for cosmetic repairs using input from customers that would set a higher standard for the daily rental fleet and a lower standard for field and work vehicles.  The Team recommends that Fleet eliminates the "Fair Wear and Tear Standards", becomes more flexible, and manages the fleet's appearance based on the customer's desires.  The Team also recommends developing a formalized appeal process based on principles.  For example, if the damage severely impacts the salvage value of the vehicle, then do the repair.

Team Leader:            Ed Conners

Team:                         Bob Jahn, Hans Abplanalp, Randall Williams, Elma Olguin

Identified Issues:       Fleet currently has fair wear and tear standards on the website.  The department most impacted by body damage standards is Facilities O&M. 

Fleet Proposal:           Meet with the new Facilities Director and Superintendents to discuss appearance issues and agree on some standards.

Justification:               Facilities is the department most impacted by body damage standards.

Impact:                       A team from Fleet Services met with the Facilities Director, Business Manager and one of the superintendents.   

 

                                    The group did a walk around the Facilities Yard to determine where we may have differences on our standards.  There was mostly agreement on what was fair damage due to the type of work and what indeed should be repaired.

 

                                    The Facilities Director will meet with his staff and get back to Fleet on what their process will be for reporting and following up on body repair.

 

                                    Fleet Services will do a better job of contacting departments and following up with the department business office and management when there is an unresolved issue.

 

                                    Final results pending.