Service Level Agreement

Transcription

1 Estates & Property Services Service Level Agreement Recycling and Waste Disposal

2 DOCUMENT CONTROL: INTRODUCTION Scope of the Agreement Duration of the Agreement Signatories to the Agreement Service Contacts Professional Services Main Service Desk/Contact Point Professional Services Primary Contact Customer Details SERVICE DESCRIPTION Our services agreed to be In-scope of the Service Level Agreement Standard Services Additional Features Our services agreed to be out-of-scope of the Service Level Agreement Service Coverage Service Hours/Availability Service Eligibility Service Issue Escalation SERVICE LEVEL Target Service Levels Monitoring our performance CUSTOMER RESPONSIBILITIES MANAGEMENT OF SERVICE LEVEL AGREEMENT Governance and Review of Service performance Service Issue Escalation Change control New service requests University of Salford 2011 All rights reserved. Page 2 of 12

3 Document Control: Project/Service Name: Recycling and Waste Disposal Document Number: Document Category: Service Level Agreement Issued By: Executive Director of Estates and Property Services. Version Reason for Change Author Date 0.1 First draft Graeme Holland Comments for discussion Bec Bennett Revisions and additions Jan Wilman/Chris Large Proof corrections Jan Wilman Revisions Chris Large Additions and Revisions Jackie Armstrong Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date Page 3 of 12

4 1 Introduction This document defines the service agreement between Estates & Property Services and Colleges, Schools and Professional Services Departments of the University of Salford, to provide a recycling and waste disposal service. 1.1 Scope of the Agreement The agreement covers the planning and management of segregation of waste, removal of waste from buildings, recycling, and disposal of non-recyclable materials. 1.2 Duration of the Agreement This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded. 1.3 Signatories to the Agreement The signatories to this agreement are: Unit College of Arts and Social Sciences School of Art and Design Salford Business School School of Humanities, Languages and Social Sciences Salford Law School School of Media, Music and Performance College of Science and Technology School of the Built Environment School of Computing, Science and Engineering School of Environment and Life Sciences College of Health and Social Care School of Health Sciences School of Nursing, Midwifery and Social Work Professional Services Advancement Services Change Management Communications Estates & Property Services Signatory Dean of College, Professor Huw Morris Head of School, Professor Allan Walker Dean of School, Professor Amanda Broderick Head of School, Professor Paul Rowlett Head of School, Dr Mark James Head of School, Professor Erik Knudsen Interim College Registrar, Vikki Goddard Acting Head of School, Professor Charles Egbu Acting Head of School, Professor Sunil Vadera Head of School, Professor Judith Smith Dean of College, Professor Cynthia Pine Head of School, Sue Braid Head of School, Professor Tony Warne Director of University Development, Jan McKenzie Head of Change Management, Paul Cartwright Director of Communications, Chris Larkin Interim Executive Director, Keith Beal Page 4 of 12

5 Finance Department Governance Services Unit Human Resources Division I T Services The Library Offices of Vice-Chancellor & Deputy Vice-Chancellor Planning and Performance Research and Graduate College Research and Innovation Student Information Directorate Student Life Directorate Students Union Director of Finance, Karen Brown Head of Governance Services Unit & Deputy Secretary, Mark Rollinson Executive Director, Keith Watkinson Chief Information Officer, Derek Drury Director, Julie Berry Chief of Staff, Alison Rhodes Director, Phillip Hopwood Director of Graduate Studies, Professor Vian Ahmed Director of Research and Innovation, Professor George Baxter Director of Student Information, Scott Mulholland Director of Student Life, Liz Bromley Chief Executive, Phil Benton 1.4 Service Contacts Listed below are the names, s and contact numbers of the primary service contacts Professional Services Main Service Desk/Contact Point When waste items, including sharps such as hypodermic needles, present a serious risk to health and safety the problem should be reported to the E&PS Helpdesk without delay, for an emergency response. Routine waste disposal requests and queries should be directed to the Handyperson in the relevant building. More complex requests should be made to the Building Manager. Jobs can also be logged in the following ways: Telephone Number Monday Friday 8.30am 4.45pm Emergency Number At all other times (internal 54444) E&PS Helpdesk (internal 54773) Security Control Page 5 of 12

6 Web Contact 24 hours, 365 days Address 24 hours, 365 days Click on the Estates Job Reports icon on the desktop to log a job, at any time, via CAFM Net Estates-Supportteam@salford.ac.uk Professional Services Primary Contact Name Role Vicky Booth Head of Administrative Services Telephone Number (internal 56714) Address v.booth@salford.ac.uk Customer Details See section Service Description E&PS will be responsible for managing a system, for all buildings on the campus, which allows waste to be separated into recyclable and non-recyclable materials, segregated, removed from buildings, stored in accordance with legislation, recycled where reasonably practicable and sent to landfill where necessary. The aims will be to support the University s Environmental Sustainability policy whilst collecting, storing and removing waste in a way which optimally balances impact on users of the campus, impact on the environment, and cost. 2.1 Our services agreed to be In-scope of the Service Level Agreement The following range of activities is agreed as being in-scope and will be handled: Standard Services RW1 RW2 RW3 RW4 RW5 RW6 RW7 RW8 RW9 RW10 Provide facilities for segregation of waste into categories, including confidential documents, paper, bottles and cans, batteries, refrigeration equipment, scrap metal, garden waste, and building maintenance waste Promote recycling and responsible waste disposal Hold licences for the handling, transfer and dispatch of waste Remove waste from buildings Provide and maintain a composting machine for food waste, for use by the catering contractor Provide and maintain an electricity generator for recycling waste oil Provide recycling opportunities to external organisations, such as charities and commercial enterprises Arrange removal of waste from the campus Remove items fly tipped or dumped on the campus Remove sharps causing health and safety risks, e.g. hypodermic needles Page 6 of 12

7 2.1.2 Additional Features Users may be charged for services which are directly attributable to them, such as disposal of refrigeration equipment, confidential paper disposal, additional waste collections scheduled at the request of a department Our services agreed to be out-of-scope of the Service Level Agreement Any works at Media City Whilst works will be carried out for self-financing units (such as the Leisure Centre, catering outlets, and managed workspace let to tenants) in accordance with this SLA, the self-financing unit will be responsible for the cost. Handling, storage or dispatch of substances hazardous to health, purchased for teaching or research purposes Handling, storage or dispatch of IT equipment, which is the responsibility of IT Services Disposal of waste from major construction projects Removal of waste from kitchens and food service areas, which is the responsibility of the catering operator 2.2 Service Coverage This service is provided in relation to all premises owned or occupied by the University Service Hours/Availability When waste items, including sharps such as hypodermic needles, present a serious risk to health and safety the problem should be reported to the E&PS Helpdesk without delay, for an emergency response. Routine waste disposal requests and queries can be made to the Handyperson in the relevant building during core working hours. More complex requests should be made to the Building Manager. Requests can also be logged at any time via the Estates Job Reports icon on the desktop, or by to Estates-Supportteam@salford.ac.uk. Alternatively jobs can be logged by telephone or personal visit to the E&PS Helpdesk, Monday to Friday 8.30am to 4.45pm. The majority of operations of this nature are carried out during core working hours, which are Monday to Friday between 8.00am and 6.00pm, but work is sometimes planned outside these hours to reduce disruption or shorten timescales Service Eligibility This service is provided to all staff of the University. Page 7 of 12

8 2.2.5 Service Issue Escalation If there has been a service failure the customer should initially contact the Estates Helpdesk. See contact details in section For more details of how service failures will be handled, see section Service Level This section defines the agreed target performance levels between E&PS and its Customers, for the provision of the service. 3.1 Target Service Levels All waste will be handled in accordance with legislation and licence conditions. For the standard services (in 2.1.1) which require a response to a request for advice or service the customer s satisfaction is often related to the speed of response and the time which elapses before the service has been completed. Therefore E&PS will aim to provide ad-hoc waste services in accordance with the Target Response Times below. Response Time means the time from receipt of the problem report by the Helpdesk until an initial inspection and, where appropriate, temporary fix has been completed. In some cases an initial inspection can be carried out by discussion with the customer without a site visit. Completion Time means the time from receipt of the problem report by the Helpdesk until a long term fix has been carried out. Working Hours means hours which are within the Core Working Hours (8.00am and 6.00pm Monday to Friday), and Working Days is construed accordingly. Target Response Times Category Response Time Completion Time In core hours Outside core hours Emergency Removal of sharps and other 2 Hours 2 Hours 2 Hours objects causing serious risk to health and safety Non-urgent Fly Tipping n/a n/a 2 Working Days Provision of bags for n/a n/a 2 Working Days confidential waste Special collection of bulk or unusual waste n/a n/a Within agreed timetable Waste disposal query n/a n/a Within agreed timetable Performance Indicators Page 8 of 12

9 Ref Service Name Performance Indicator (PI) RW1, See section , 4, 5, 6, 8 RW9 and RW10 Removal and disposal of items dumped or fly tipped Removal of sharps causing risk to health and safety Recycling and Waste Management as in published schedule Emergency Completion Time Non-urgent Completion Time RWSE Service Issue Escalation Handling of Escalated Issues RWCS Customer Satisfaction Customer Satisfaction Score Service Level Target 90% recycling and waste management audit score 90% of emergency waste removal completed within published target 90% of non-urgent requests completed within published target 90% of escalated issues closed (to customer's satisfaction) at Stage 1 80% of quarterly survey responses show customers are 'Satisfied' or 'Very Satisfied' with service provided 3.2 Monitoring our performance This section details how service levels will be monitored and how performance data will be provided to customers. A set of Performance Indicators has been defined, and for each indicator performance will be monitored monthly, unless otherwise stated. Service Level Targets and data on actual performance levels will be published on the University s intranet, available to all University staff. Performance data will be used as a management tool within E&PS, to identify areas of strong and weak performance, provide information and guidance to E&PS staff, and support planning for future improvements. Quarterly performance review meetings will be held with key Customer Representatives, to provide an opportunity to: discuss actual performance versus target consider corrective actions where service is below the expected level consider any matters escalated to Stage 3 consider fulfilment of the Customer s Responsibilities and any issues arising from this consider other relevant topics, including future requirements. Page 9 of 12

10 4. Customer Responsibilities To support the University s policies and initiatives relating to environmental sustainability and the waste management ethos of Reduce, Re-use, Recycle. To hold waste in a safe and inconspicuous location, in full compliance with all licence conditions, ensuring clear access for E&PS staff and/or contractors. To place all waste in a suitable receptacle and an appropriate location, rather than leaving items in corridors, building entrances, car parks, on pathways or in other unsuitable places. To report fly tipping and items which appear to have been abandoned to the E&PS Helpdesk, as soon as possible, so items can be promptly removed. To report sharps, such as hypodermic needles, to the E&PS Helpdesk urgently, so immediate removal can be arranged. To segregate all hazardous wastes (as legislation requires special disposal for these items): electrical and electronic equipment batteries toner cartridges substances with a Control of Substances Hazardous to Health (COSHH) label refrigeration equipment To carefully segregate waste for recycling as far as possible; the following streams should be segregated: office paper newspapers & magazines cardboard plastic bottles, cans and glass (all rinsed) To wrap broken glass and other sharp objects securely in strong paper or a box, label them, and put them alongside waste bins, so they can be removed without risk of injury to E&PS staff. To put confidential waste, for specialist disposal, only into coloured bags purchased from E&PS. Not to interfere with waste left by others, which might pose health and safety hazards. To report waste issues to the E&PS Helpdesk as soon as possible, especially if there is a risk to the health or safety of staff, students or visitors. To inform the Helpdesk as soon as possible if it appears that E&PS staff or contractors are working in an unsafe way. Page 10 of 12

11 Not to remove or interfere with materials, equipment, signage or other items placed on site by E&PS or any approved contractors To assist in providing an efficient and effective service clients are requested to provide the following information when requesting work: Service Requests Name and contact details Response time needed Location of job (building and room number) Description of what is required Access arrangements Site contact name and contact details (if different) Further information which may be helpful 5. Management of Service Level Agreement 5.1 Governance and Review of Service performance This Service Level Agreement will be reviewed on an annual basis, by E&PS representatives (normally Head of Administrative Services, a Campus Manager and a Building Manager) with at least three Customer Representatives. Checks will be made to ensure that key details are up to date including: scope of services within the SLA list of customers contact details for service provider and customers Actual performance levels will be reviewed and target service levels will be adjusted if appropriate. If any changes are required the Associate Director of Operations & Facilities will be asked to approve them and will issue an updated SLA to each of the signatories. 5.2 Service Issue Escalation If a customer is dissatisfied with the service provided under this SLA the customer may register a formal complaint using the procedure set out below. Stage 1 The customer should contact the Helpdesk to report the service failure and request an update, which will be provided within 2 working days. (If satisfied, no further action required.) Stage 2 Page 11 of 12

12 Via the Helpdesk the customer should ask the Building Manager for a more detailed response to the query, which will be provided within 5 working days. (If satisfied, no further action required.) Stage 3 The customer should consult the Customer Representative who may, via the Helpdesk, request a written response which will be provided by the Head of Administrative Services within 7 working days. To clarify, Stage 1 to Stage 3 should be completed within 7 working days in total. 5.3 Change control This document will be issued and controlled through the E&PS Administrative Services team. Any amendment to the document has to be approved by the Associate Director of Operations & Facilities. The document will have version control and will include the date of the agreed amendment, a description of the change, the author and agreement of the Associate Director. 5.4 New service requests In this context New Service Request means a proposal to expand the scope of this SLA, for instance by including buildings which are not currently covered; it does not mean a request for E&PS to carry out a specific task which is already within the scope defined in section 2. All new service requests should be directed through the Help desk. E&PS will contact the customer to consider the request and will provide an initial response within ten working days. Page 12 of 12