Emory University

RFP Development and Process Management

Emory University (Atlanta and Oxford, GA) retained Support Service Group, LLC to develop a dining services master plan and request for proposal for both the Atlanta and Oxford campuses. The RFP was issued to selected companies. SSG managed the entire RFP process, from developing the campus master plan and needs assessment through final contract negotiations with the selected company.

Transition Management

Emory University elected to change contractors after 17 years and embark on an extensive dining services expansion on both campuses. Due to the success of the RFP project, Emory University retained Support Service Group, LLC for additional consulting services. SSG was retained to manage the transition of contractors; and for dining services renovation coordination between the new contractor, the University and the construction managers.

Annual Retainer

As a result of the successful dining services projects, Emory elected to enter into an annual retainer program with Support Service Group, LLC to monitor the plan implementation for the first contract year. Quarterly progress reviews were conducted throughout the academic year. Emory has elected to renew the annual retainer agreement through the 2007/2008 academic year.

Facilities Maintenance and Grounds

Emory elected to incorporate the maintenance and grounds services for Emory Housing into the overall campus Facilities Management department. Support Service Group, LLC was retained to assess the current service levels and define the historical costs associated for maintenance and grounds at Emory Housing. SSG developed a comprehensive maintenance agreement that: defined the scope of services to be transferred, the service levels required, established communications protocols, transferred assets, and set up the financial arrangements for the transfer.

Dining Services Master Plan

In 2010 Emory retained Support Service Group, LLC to assist in updating the Dining Services Master Plan.  The plan included the planning of a replacement Resident Dining Facility to be located in the new freshman residential quad.  The plan also included reassigning the space of the current resident dining facility and the financial analysis to fund all needed dining services improvements for the next five years.

Ferrum College

Dining Service Assessment and Operaing Plan

Ferrum College (Ferrum, VA) has always operated all of the campus service departments internally, and does not contract any of its services.  SSG conducted a comprehensive assessment of the Ferrum Dining Services to include: resident dining, retail, and catering.  The current operations were benchmarked against the best-demonstrated contractor managed accounts for financial results, student satisfaction and operational performance.  The assessment included specific areas of focus, including a department reorganization, to enable the Dining Services to be competitive with the best comparable contractor managed accounts.  The project was completed on time and on budget.

Hampden-Sydney College

RFP Development and Process Management

Hampden-Sydney College (Hampden-Sydney, VA) retained Support Service Group, LLC to conduct a dining services review, develop a request for proposal, and manage the entire RFP process. Hampden-Sydney has retained the same contractor for forty-nine years, making their contract one of the longest running contracts in the country. The process was completed on schedule in the spring, 2006.

Annual Retainer

As a result of the successful dining services assessment project, Hampden-Sydney elected to enter into an annual retainer program with Support Service Group, LLC to monitor the plan implementation for the first contract year. Hampden-Sydney has elected to renew the annual retainer agreement through the 2007/2008 academic year.

Dining Services Assessment

Hampden-Sydney College retained Support Service Group, LLC to conduct a comprehensive assessment of its dining services program in April 2015.  The assessment of the campus-wide dining services, with specific recommendations for improvements, was complete in May 2015.  The project was completed on time and on budget.

Hanover College

Operational Assessment

Hanover College (Hanover, IN) retained Support Service Group, LLC to assess their Physical Plant departments. The departments included were plant operations/maintenance, custodial, grounds and fleet services. As a result of the assessment, Hanover elected to invite two companies to submit proposals for limited contract management services. A company was chosen to provide management systems, training support and overall department leadership. Supervisors and hourly associates remained on the College payroll, and the College continued to provide all procurement and accounting services. A five year contract was negotiated with the selected company to meet the specific needs of Hanover College.

Hastings College

Dining Services Assessment

Hastings College (Hastings, NE) has used the same dining services contractor for over 20 years. SSG conducted an extensive student needs assessment, an operational efficiency assessment, and complete financial and contract review. A program improvement plan was developed to improve student satisfaction, coupled with an operational improvement plan.  The comprehensive assessment was completed on schedule and on budget and a new contract was negotiated with the existing contractor.

Annual Retainer

As a result of the successful assessment project, Hastings elected to retain Support Service Group, LLC for a year to implement the recommended program changes.  All program changes were successfully implemented resulting in greatly improved student satisfaction.

Illinois College

  
               

RFP Process Management

Illinois College (Jacksonville, IL) has used the same Dining Services contractor for over thirty years.  Their most recent ten year contract expires on June 30, 2014.  The College elected to seek competitive proposal for a new ten-year contract this Spring.  Support Service Group, LLC was retained to manage the RFP process.  The project consists of a needs assessment, RFP document development, and complete process management through final contract negotiations with the successful contractor.  The project was completed on time and on budget, early Fall 2014.

Kennesaw State University

RFP Development and Process Management

Kennesaw State University (Kennesaw, GA) retained Support Service Group, LLC to conduct a dining services review and request for proposal. Due to the unique nature of KSU, expert input from the three major international contract management companies was solicited, prior to developing the RFP. The RFP was then developed under State of Georgia guidelines and published on the official state procurement web sites. The process resulted in KSU offering a blend of national retail brands and personalized dining formats to meet the current and future needs of the KSU student population.

Campus Master Planning and Operational Assessment

Kennesaw State University commissioned an overall campus master plan to support the growth over the next five to ten years. An experienced national architectural/master planning firm was retained to complete the overall campus master plan. Support Service Group, LLC was retained to develop the dining services portion of the master plan, in conjunction with the campus master planners. New dining venue locations with suggested menu formats was recommended to meet the needs of the growing student and faculty population. Additionally, meal plan options were recommended to support the University’s move to NCAA Division I athletics and the growing number of apartment style resident students.

Annual Retainer

As a result of the successful dining services assessment project, Kennesaw State elected to enter into an annual retainer program with Support Service Group, LLC to monitor the plan implementation for the first contract year. Quarterly progress reviews were conducted throughout this past academic year and KSU extended the annual retainer agreement throughout the 2006/2007 academic year.

Resident Dining Program

Kennesaw State developed suite style housing for 900 resident students to augment the 2300 resident apartment style complexes on campus. A new resident dining meal program, including a state-of-the-art 900 seat resident dining building was completed in 2009.  Support Service Group, LLC was retained to conduct extensive market research at KSU on meal program development, and recommend the programs to be offered to the KSU students in the 2008/2009 academic year. SSG provided continuing consultations to KSU during the design and construction of the new 50,000+ square foot resident dining building.

Kenyon College

 

Dining Services Assessment

Kenyon College (Gambier, OH) retained Support Service Group, LLC to assess their long term contractor’s ability to improve student satisfaction, within existing budgetary parameters. SSG conducted an extensive student needs assessment, as well as an operational efficiency assessment of the contractor’s current performance. A program improvement plan was developed to dramatically improve student satisfaction, coupled with an operational improvement plan to fund the needed improvements. A new five year contract was negotiated with the existing contractor that accomplished both goals.

Annual Retainer

As a result of the successful dining services assessment project, Kenyon elected to enter into an annual retainer program with Support Service Group, LLC to monitor the plan implementation for the first contract year. Quarterly progress reviews were conducted and the first year contract renewal was successfully negotiated.

Buildings and Grounds

Support Service Group, LLC was retained to assess the Kenyon Buildings and Grounds operations. General maintenance, skilled trades, custodial, grounds and fleet departments were assessed and benchmarked against industry standards. An operational improvement plan was implemented with existing department leadership to provide efficiencies and better campus communications protocols.

Buildings and Grounds

In 2014 the College renegotiated their two building and grounds collective bargaining agreements and implemented a collaborative business model.  Support Service Group, LLC was retained in 2016 to evaluate the performance improvements generated as a result of the new business model and make recommendations for further improvements.  The project was successfully completed, on time and on budget in August, 2016.

Lees-McRae College

Contract Re-negotiations

Lees-McRae College (Banner Elk, NC) retained Support Service Group, LLC to assess the performance of their dining services and facilities management contractors and re-negotiate both these long term agreements. Both agreements were successfully renegotiated to provide better student services and reduce operating expenses.

Lewis & Clark College

Dining Services Assessment

Lewis & Clark College (Portland, OR) has used the same dining services contractor (Bon Appetit) for 20 years. SSG was retained in 2012 to conduct an extensive student needs assessment, an operational efficiency assessment, meal plan evaluation, and complete financial and contract review.  SSG completed the project, on time and on budget.