United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office General Government Division author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 1995-09-29 monographic deposited born digital 40 p. GA 1.13:GGD-95-204 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-95-204 P0b002ee1803727e6 f:gg95204 DGPO 2010-08-12 2011-03-28 GAOREPORTS-GGD-95-204 machine generated eng fdlp REPORT GAOREPORTS-GGD-95-204 GGD-95-204 Maintenance services contracts Facility management Cost effectiveness analysis Cost control Contractor performance Federal procurement policies Procurement evaluation Real property Competitive procurement National Performance Review Letter Report GGD

GAO reviewed the cost-effectiveness and performance of the General Services Administration's (GSA) real property management services, such as building maintenance and custodial services. The cost comparison, performance evaluation, and historical tracking data GAO reviewed for 54 activities indicated that GSA's decisions to retain activities in-house or contract them out were sound. Post-decision analyses and evaluations by GSA showed that the agency generally obtained services at a reasonable cost and at an acceptable level of performance and that it made relatively few reversals from its original decisions. GAO found no evidence of performance problems in the case files for a majority of the 54 sample activities. For 11 activities, however, GAO found serious problems, such as defaults or terminations for unsatisfactory performance. All but one of these activities involved maintenance services. In general, the files provided evidence of GSA's efforts to oversee the activities and take appropriate corrective action, including deductions from payments to contractors, when necessary. Information on private sectors practices that GAO reviewed and that GSA gathered to support its reinvention efforts indicated that real estate organizations commonly used approaches such as performance measurement and benchmarking to manage and evaluate their operations and activities and decide whether to contract out. The approaches offer an opportunity for GSA to improve the oversight and evaluation of its services. Although GSA has begun to implement some performance measures, such as customer satisfaction surveys, the specific performance measures that it will use after its reorganization is completed are still being developed. https://www.govinfo.gov/content/pkg/GAOREPORTS-GGD-95-204/html/GAOREPORTS-GGD-95-204.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GGD-95-204/pdf/GAOREPORTS-GGD-95-204.pdf GAO/GGD-95-204 https://www.govinfo.gov/app/details/GAOREPORTS-GGD-95-204 Letter Report GAO/GGD-95-204; Public-Private Mix: Effectiveness and Performance of GSA's In-House and Contracted Services; Maintenance services contracts Facility management Cost effectiveness analysis Cost control Contractor performance Federal procurement policies Procurement evaluation Real property Competitive procurement National Performance Review Title 40 Section 490c 40 U.S.C. 490c Public Law 103-62 Public Law 103-329