1 CONTRACTOR INFO PACK
2 CONTENTS WHO ARE WE? Company Background 2 Vision & Mission 3 National Company Structure 4 Geographical Coverage: Any Time, Any Place 5 WHAT DO WE DO? What Do We Do? 7 Insurance 7 Government 7 Commercial 8 Residential 8 Mining and Civil 8 Experience Our Clients Can Count On 9 WHY WORK FOR US? Why Work For Us? 11 Service Expectations 12 Customer Service Expectation 12 General Information 12 Make Safes 12 Insurance Policy Considerations 12 Job Variation Process 12 Invoicing and Payment Process 12 What Next? 13 Checklist and Contact List 14
3 W H O A R E W E? After phenomenal growth over the past five years, we are now a national insurance builder with offices around Australia, with plans for continued expansion.
4 COMPANY BACKGROUND Founded in 2002, the Siemsen Group has grown to become one of the largest insurance builders in the nation. The Siemsen Group was founded in 2002 by CEO Brian Siemsen with the start of building operations in Sydney. With an average 197% growth over the past five consecutive years, we now have offices around Australia with plans for continued expansion within Australia and overseas. We currently operate in the insurance, government, commercial and residential building sectors across a range of trades and services, and our mission is to expand into the mining and civil construction sectors in the near future. The Siemsen Group has built a strong, dedicated team with a commitment to achieving results. We are highly regarded by our customers and clients as a nationally recognised insurance builder, and a benchmark supplier of trades and services. Our reputation has earned us repeat business and new business opportunities, and the calibre of our staff is beyond compare. The Siemsen Group currently has offices in many regions around Australia, and our geographical spread enhances our ability to meet the needs of our clients. We provide end to end solutions for our clients through our major service divisions: Construction Services (building, painting, plumbing, electrical and property & waste) Cleaning & Restoration Facilities Management Our ever-expanding client base includes major blue chip companies such as RACQ, QBE, Suncorp, GIO, AAMI, Allianz, APIA and AMP. We have developed unparalleled systems in every area of our operations to understand and deliver on the needs of our customers and clients. Our unwavering commitment to excellence, to public, employee and contractor safety, and our ability to deliver outstanding results even in the most difficult circumstances means we are capable of managing building projects of all sizes and conditions. At the Siemsen Group we all live by the same goal - to deliver exceptional results. This means that no matter who or where our customers and clients are, they will get the same exceptional service from all our staff, and our reputation for quality and professionalism will not be compromised. We are committed to enhancing our clients own public image by delivering exceptional results, and guarantee we will perform to the highest levels of cost efficiency, customer service, client service, quality of work and project lifecycles. The Siemsen Group regards employee and contractor safety as one of the most vital areas of business concern, and has undergone measures to not only ensure safety, but also to obtain company accreditation in the necessary areas. The Siemsen Group core drivers are: Cost Control Quality Assurance Customer Service Client Service Claims Lifecycle 2
5 Vision We will put our people and core values before profit to become the number one building service provider in delivering exceptional cost, quality, customer service, client service and project lifecycle outcomes to all our customers. We aim to embrace the best technologies and the most innovative people systems, whilst living daily through our Siemsen Group core values. Mission To deliver our vision through the growth, education and prosperity of our people. To embrace the best technologies and the most innovative people systems, whilst living daily through our Siemsen Group core values. To service the insurance, mining, government and civil construction sectors on a national scale by
6 NATIONAL COMPANY STRUCTURE KEY Accomplished Partially Completed To Accomplish KEY Accomplished To Accomplish Total Employees: 57 (Management, Supervisors, Claims, Estimators, Partially Administration) Completed Total Subcontracted Trades: 386 Total Internal Contracted Trades: 96 (signed to 12 month service level agreements) L OFFICES NATIONAL OFFICES ACT 1 office QUEENSLAND 11 offices VICTORIA 3 offices NEW SOUTH WALES 8 offices ACT 1 office VICTORIA 3 offices WESTERN AUSTRALIA 1 office SOUTH AUSTRALIA 1 office TASMANIA 1 office NORTHERN TERRITORY 1 office WESTERN AUSTRALIA 1 office TASMANIA 1 office S SECTORS COMMERCIAL BUSINESS SECTORS INSURANCE GOVERNMENT COMMERCIAL RESIDENTIAL RESIDENTIAL CIVIL MINING CIVIL SIONS EANING & TORATION FACILITIES MANAGEMENT CONSTRUCTION SERVICES DIVISIONS CLEANING & RESTORATION FACILITIES MANAGEMENT MBING BUILDING PAINTING PLUMBING ELECTRICAL ELECTRICAL PROPERTY & WASTE PROPERTY & WASTE ATIONS FIELD OPERATIONS OPERATIONS BUSINESS DEVELOPMENT EVELOPMENT SUPPORT SERVICES Contract Management - Intelligent Infrastructure Development Insurance/Government Client Relationship Management cture Development Claims Management Accounting - Insurance/Government Trades Base Expansion Management Building Repair Supervision Financial - Public Relations sion Insurance/Government Human Resources Sector Development/Expansion Building Estimation - Training Insurance/Government Brand Identity & Awareness t/expansion Construction/Project Occupational Management Health & Safety Corporate Sponsor areness Construction Supervision Quality Assurance Fit Out Operations/Project Marketing Management Commercial Construction Asset Management Operations Residential Construction I.T. Operations Administration Management Administration Support to all Divisions/ Operations Management Assistance Software Development SUPPORT SERVICES Accounting Financial Human Resources Training Occupational Health & Safety Quality Assurance Marketing Asset Management I.T. Administration Management Administration Support to all Divisions/ Operations Management Assistance Software Development 4
7 ANY TIME, ANY PLACE The Siemsen Group has established trade capabilities in locations covering all states and territories of Australia. CURRENT LOCATIONS FUTURE EXPANSION DARWIN CAIRNS NEW ZEALAND TOWNSVILLE MACKAY ROCKHAMPTON BUNDABERG PERTH ADELAIDE MELBOURNE GEELONG ROMA BATHURST WAGGA WAGGA ALBURY SUNSHINE COAST TOOWOOMBA BRISBANE TWEED/GOLD COAST BALLINA COFFS HARBOUR PORT MACQUARIE NEWCASTLE SYDNEY WOLLONGONG ACT 2 YEAR EXPANSION PLAN (BEGIN SEP 08) HOBART 3 MONTHS DEC 08 6 MONTHS MAR 09 9 MONTHS JUN MONTHS SEP MONTHS DEC MONTHS MAR MONTHS APR-SEP Offices Expansion into the Sunshine Coast, Townsville and Ballina regions by December Offices Expansion into Cairns, Bundaberg and Coffs Harbour regions by March Offices Expansion into Roma, Port Macquarie, Coolangatta, Adelaide and Wagga Wagga by June Offices & International Expansion Auckland and Hobart by September Offices Expansion into Melbourne and Darwin by December Offices Expansion into Albury and Geelong by March 2010 Successful New Zealand Expansion Even from its earliest conception, the Siemsen Group s vision was to strategically position a multi-trade service building company in various geographical areas. Over the years the Siemsen Group has established trade capabilities in locations covering all six states and both territories. This exposure has enabled us to build lasting and reliable trade relationships in many regional centres and capital cities. Our national presence also makes the Siemsen Group a valuable asset to many insurance companies, loss adjustors, facility management and government entities. We have a presence in the following locations: Queensland: Brisbane, Bundaberg, Cairns, Mackay, Rockhampton, Roma, Sunshine Coast, Toowoomba, Townsville, Tweed/Gold Coast NSW: Ballina, Bathurst, Coffs Harbour, Newcastle, Port Macquarie, Sydney, Wagga Wagga, Wollongong ACT: Canberra Victoria: Bendigo/Albury, Geelong, Melbourne Tasmania: Hobart South Australia: Adelaide Western Australia: Perth Northern Territory: Darwin Our national expansion has enabled us to build lasting and reliable trade relationships in many regional centres and capital cities. 5
8 W H AT D O W E D O? We provide building services to a range of sectors throughout Australia, focusing on quality, cost, service and project lifecycle as our core drivers.
9 WHAT DO WE DO? The Siemsen Group is a preferred supplier to some of Australia s largest loss adjustors and insurance companies. We are currently a preferred builder and service supplier to many reputable loss adjustors and to a number of insurance, government and commercial entities. INSURANCE We provide building trades and services to some of Australia s largest loss adjustors and insurance companies. Having a specialist insurance construction team allows us to coordinate all insurance repair requirements through to job completion, including: receiving a quote request organising site visits providing a detailed building report, scope of works, and competitive estimation to repair coordinating repairs The Siemsen Group also has a highly trained and trade industry qualified mobile team of building estimators and repair coordinators. They can remotely assist all our loss adjustor and insurance clients at any given time with major loss events such as cyclones, fires and severe storms. We currently have 22 trade qualified building estimators and 19 building supervisors all working on various insurance contracts nationally. When coupled with our access to over 482 trades and services, this has resulted in the Siemsen Group s growing reputation as a quality supplier of reliable and professional trades and services. GOVERNMENT The Siemsen Group was founded on government contracts work. Early on we established the opportunities with government through their spending on infrastructure and support services. We created a service model to fit in with each government departmental requirement and have proven successful in servicing these different sectors. Knowing safety is a key criteria while on many government sites and the Siemsen Group has certifications in the following areas: Corporate Occupational Health Safety & Rehabilitation Management System Environmental Management Plan Quality Management Manual We provide building trades and services to sectors such as Department of Education & Training, Department of Housing, Department of Correctional Services, TAFE colleges and many more. Our multi-trade capability allows our clients to access a range of trades and services with just one phone call, giving them peace of mind knowing they will always receive prompt and professional service. 7
10 COMMERCIAL Through our specialist commercial and retail fit out division, the Siemsen Group offers office and retail space fit out construction and associated services, for clients ranging from small retail outlets to major shopping centres. We have undertaken fit out construction for clients including: David Jones Wattyl Paints Video Ezy Hotel refurbishment Restaurant refurbishment We have engaged some of the industry s best commercial and retail tradesmen and project managers to complete many ground-breaking projects. Using our innovative all trades and services model we are able to guarantee on time, on budget, complete quality satisfaction results in all of our fit out works. RESIDENTIAL The Siemsen Group through its major construction division undertakes many architectural, design and construct projects all throughout Australia. Our trades are responsible, reliable and our quality is exceptional. From designer beach homes to award winning farm house retreats, the Siemsen Group has the capability and experience to deliver exceptional quality projects, on time, on budget anywhere in the country. MINING AND CIVIL Our mission is to expand into the mining and civil construction sectors in the near future, and to be servicing all client sectors on a global scale by
11 EXPERIENCE OUR CLIENTS CAN COUNT ON The Siemsen Group has worked on the largest natural disaster events of the past five years. The Siemsen Group s experience in dealing with major natural disasters is unsurpassed. Because we have a physical presence in all states and territories of Australia, we are able to act as soon as a major event occurs. We have the capability to put staff on location within hours of an event, setting up the infrastructure required to deal with the unique needs of each event. We aim to enhance our client s reputation by ensuring that their customers properties are back to original condition as soon as possible. We have developed specialised systems in every area of our operations that allow us to understand and deliver on the needs of our customers and clients. Brisbane Storms 2008 Claims completed: 1567 Personnel: 213 tradesmen Timeframe: 6 months Clients: Suncorp, AAMI, QBE, GAB Robins, Hollard Mackay Floods 2008 Claims completed: 616 Personnel: 57 tradesmen Timeframe: 12 months Clients: Suncorp, AAMI, QBE, GAB Robins Queensland Floods 2008 Claims completed: 177 Personnel: 39 tradesmen Timeframe: 5.5 months Clients: GAB Robins, Suncorp Blacktown Hailstorm 2007 Claims completed: 1820 Personnel: 300+ tradesmen Timeframe: 8 months Clients: Suncorp, AAMI, GAB Robins Newcastle Floods 2007 Claims completed: 2212 Personnel: 167 tradesmen Timeframe: 12 months Clients: Suncorp, AAMI, Crawfords, GAB Robins Canberra Bushfires 2003 Claims completed: 87 Personnel: 44 tradesmen Timeframe: 12 months Clients: GAB Robins, AAMI Armidale Storms 2007 Claims completed: 113 Lismore Hailstorms 2007 Claims completed: 346 Sunshine Coast Storms 2008 Claims completed: 262 Emerald Floods 2008 Claims completed: 179 Charleville Floods 2008 Claims completed: 86 We have the capability to put staff on location within hours of a major disaster event. 9
12 W H Y W O R K F O R U S? Working as a Siemsen Group Preferred Contractor means less time is spent quoting and more time spent doing work which will guarantee you an income.
13 WHY WORK FOR US? Our estimators go out and quote the damage before the jobs come to you, so all you need to do is turn up and do the work. The Siemsen Group holds contracts with a number of insurance, government and commercial entities around Australia, and our aim is to complete our work as quickly as possible with only the highest levels of customer service and quality. We are always on the lookout for great trades people to help us achieve this goal. We work on an allocation system, so once you meet the criteria for our preferred list of contractors we will allocate jobs to you to complete. The better you perform in terms of service and quality, the more work you will get. At the Siemsen Group we value our contractors, and we want to reward you for doing a great job consistently. Over time you will have access to supplier discounts, business support, training opportunities and better payment terms. In addition to this, you will be part of a great network, and you can use our expansion to take your business further. Our Estimators go out and quote the damage before the jobs come to you, so all you need to do is turn up and do the work. For you, that means less time is spent quoting and more time spent doing work which will guarantee you an income. Less time spent quoting and more time spent doing work which will guarantee you an income. 11
14 WORKING WITH US - SERVICE EXPECTATIONS As representatives of the Siemsen Group, we have a range of service expectations that we ask our contractors to adhere to. Customer Service Expectation Ensure customer is called within 24hrs of receipt of work order Always be on time or make a call to advise the customer if you are running late Make sure you leave all customers homes as clean as you found them and always ensure drop sheets are used where required Ensure all your company s staff or subcontractors are advised of the Siemsen Group service expectations Communicate with the customer regarding any delays that may hold up the repair process Obtain customer sign off when replacing items that do not match exactly. Provide the customer with samples, and involve them in the selection process. Do not fix and replace the materials without prior approval. Ensure your trades are courteous and polite to all parties at all times General Information Always identify yourself as a Siemsen Group contractor to the customer Any consumer issues are to be referred to the Claims Manager noted on your work order Siemsen Group will conduct Quality Assurance follow up calls and site visits on every job that is completed Advise the Claims Manager noted on your work order of your expected start and finish dates via within hours of the job being allocated to you Any private work requested by the customer cannot be conducted without written authorisation from the Siemsen Group Make sure all trades are neat and presentable at all times Make Safes Avoid damaging undamaged items when making safe eg. screwing into door/window frames Ensure when weather proofing homes that your tarps and equipment are fully secure and will not blow off If removing trees, policies only cover to remove tree on our insured s property only not neighbour s (cut at boundary) Do not use customer s tools, ladders, tarps etc. You should always supply your own. The customer may supply spare roof tiles at times, but ensure this is detailed on your invoice/report. If any work is requested or required, you must seek approval from the nominated Claims Manager prior to completing work Please invoice within 24hrs of completing works and detail the works undertaken. Break this down into labour and materials. Insurance Policy Considerations Do not discuss insurance policies with customers Do not advise as to what should and/or shouldn t be covered Do not enter into any form of policy determination with the customer Please refer all policy and coverage conversations back to the nominated Claims Manager as per your work order Under no circumstances are you as a contractor or any of your subcontractors authorised to cash settle any contracted works given to you by the Siemsen Group Job Variation Process If for any reason you cannot perform the work under the estimated value, you must contact the Claims Manager noted on the work order prior to commencing works Do not carry out works over and above those detailed on the Scope of Works (SOW) attached to the work order without prior written and verbal consent Any variation request must be accompanied by a SOW, photos and amended price before work proceeds Invoicing AND Payment Process Send completed job invoices in with your completion of works certificate that has been signed and dated by the customer Completion invoices are required to be sent within 3 days of job completion and sign off Any invoicing queries can be directed to the Claims Manager listed on your works order Once an invoice is approved it will be added to the payment cycle. If your invoice is not approved, you will be contacted via to advise you of the reason why. Please refer to our payment terms for further details of our payment process. Any further queries can be discussed with the Regional Operations Manager 12
15 WHAT NEXT? The steps you need to follow to become a Siemsen Group Preferred Contractor. The Siemsen Group is taking all of the necessary steps to ensure that from the start, all of our preferred trades are looked after. To make sure that all of our contractors are on the same page as us, we have detailed the process below that we follow when it comes to signing up our preferred contractors. Request for Information (RFI) is completed at Schedule of Rates (SOR) are submitted to the Siemsen Group Copies of all insurances and licences are submitted to the Siemsen Group via The relevant Regional Operations Manager will make contact to discuss the details of being a Siemsen Group Preferred Contractor Siemsen Group Terms & Conditions and SLA are sent to the preferred contractor for perusal Meeting is scheduled with the Regional Operations Manager to officially sign up the preferred contractor onto the SLA Work will be allocated to the contractor by the allocated Siemsen Group Claims Manager 13
16 CHECKLIST AND CONTACT LIST Making it easy to become a Siemsen Group Preferred Contractor. Siemsen Group RFI completed at Schedule of Rates (SOR) submitted to the Siemsen Group Copies of company insurances and licenses sent to Siemsen Group Regional Operations Manager made contact to discuss an opportunity as a preferred contractor Viewed the Siemsen Group Terms & Conditions and SLA Scheduled in a meeting with the Regional Operations Manager to sign the SLA First job allocated as a Siemsen Group preferred contractor Siemsen Group Contact List Customer Service: 1300 SIEMSEN ( ) 24 Hour Customer Service (After Hours): Regional Operations Manager: Contracts Manager: Claims Manager: Accounts Enquiries ( ): 14
17 24HR DISASTER HOTLINE PH: 1300-SIEMSEN QUEENSLAND Brisbane, Bundaberg, Cairns, Mackay, Rockhampton, Roma, Sunshine Coast, Toowoomba, Townsville, Tweed/Gold Coast NEW SOUTH WALES Ballina, Bathurst, Coffs Harbour, Newcastle, Port Macquarie, Sydney, Wagga Wagga, Wollongong ACT Canberra VICTORIA Bendigo/Albury, Geelong, Melbourne TASMANIA Hobart SOUTH AUSTRALIA Adelaide WESTERN AUSTRALIA Perth NORTHERN TERRITORY Darwin