KPI Matrix. Data to be Entered

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1 Facilities Management Services Framework Agreement KPI Matrix - Introduction KPI Matrix Introduction The management of the Contract is supported by Key Performance Indicators. Performance failure against the KPI's may result in payment deduction. The maximum deduction equates to the percentage of contract value that is put at risk. s for individual KPI failures are set by allocating relative weightings to services and KPI's. This KPI Matrix has a number of functions: - To identify the KPI's set by the Customer - To enable the Customer to allocate weightings to each KPI to reflect their relative importance - To demonstrate to the Customer and Contractor the cost implications of KPI failure - To allow the Customer and Contractor to scenario test possible failure situations - To enable the Contractor to build an appropriate Payment Mechanism into the helpdesk / CAFM system - To enable the Customer to sense-check help-desk reports Cells that require Customer input are shaded in light yellow. Customer Settings: Using the Key Performance Indicators Worksheet Setting Data to be Entered Percentage of the Customers must enter the percentage of the total Contract value to be put at risk. Contract value at risk Annual Contract valuecustomers must enter the Annual Value of the Contract. Set Performance Levels Section weighting Customers must enter a percentage against each service section they wish to include. If a section is not to be included, set the percentage at 0%. The total percentage must equal 100%. This is to allow the relative weighting of service sections in the KPI calculations. KPI weighting Customers must set the section service levels. This is to allow a detailed weighting of the individual parts of the service. Failure Threshold Customers can set the number of failures they would allow each month. This figure is used to adjust the minimum target score on each service. Service sections Number of Failures in For scenario testing and sensitivity analysis please enter the total number of failures per month against each KPI on each service tab; the resulting deductions will be automatically calculated and displayed. Explanation of the column headings in the tab entitled 'Summary of Performance': Section Services Value of Failure Main service section headings Services required under the main service heading Pass or Fail of any KPI for this service Total value of all KPI failures for this service Explanation of column headings in the various Service Section tabs: Service Performance measures Measured by Calculation Number of Failures in Acceptable Failures per Services required under the main service heading Any further sub division of the service The KPI How the KPI will be measured How KPI performance is calculated Number of KPI failures in the month The number of failures that the customer will accept each month Pass or Fail by comparing the number of failures to the exceptable number of failures How much the failures over the acceptable level will reduce the monthly payment by Page 1 of 13

2 Facilities Management Services Framework Agreement KPI Matrix - Set Performance Levels SET PERFORMANCE LEVELS Percentage of the Contract value at risk Annual Contract value Contract value at risk (monthly) Section Weighting Management 25.00% 20.00% Cleaning and Waste Management 17.00% Security 15.00% Reception 12.00% Post 5.00% Reprographic 0.00% Catering Check 6.00% % <<ERR OR CHEC Section Service KPI Weighting Acceptable Failures per Penalty per Failure Staff Staff lists 2.00% Records Updating record documentation 0.00% External Certification or Accreditation Compliance 2.00% Statutory maintenance and Health and Safety inspections 2.00% Regulations 2.00% Service Improvement Repeat failures ly Report Provision of complete and accurate report 2.00% Meet all Category A requests within response time 5.00% Meet all Category B-D requests within response time. 3.00% Management Meet all Category E requests within response time. 2.00% Meet all Category F requests within response time. 1.00% Meet all Category QUOTE Helpdesk requests within response time. 1.00% No instances of repeat requests as a result of incomplete or ineffective response 0.00% All telephone calls to the helpdesk be answered within a timely manner All helpdesk calls logged onto the system correctly and accurately Check 25.00% 25.00% Planned Preventative Planned Preventative 7.00% Planned Preventative 6.00% Reactive maintenance Reactive maintenance 5.00% Reactive maintenance 2.00% Check 20.00% 20.00% General cleaning 7.00% Page 2 of 13

3 Facilities Management Services Framework Agreement KPI Matrix - Set Performance Levels Section Service KPI Weighting Acceptable Failures per Penalty per Failure Cleaning Periodic cleaning schedules to be produced for all sites and cleaning activities to be agreed with the Customer and confirmed in writing one month in advance of undertaking. Periodic cleaning schedules to be discussed with Customer at 2.00% each monthly audit meeting. All periodic cleaning activities shall be undertaken to the defined standards at the times indicated within the schedule, unless otherwise Toilets and washrooms 2.00% Waste to be collected and removed from site before 3.00% Waste Management the start every working day Waste is to be collected an disposed of as per the method statement 3.00% Check 17.00% 17.00% Patrol All patrols to be carried out at the required times. All agreed checks to be undertaken 4.00% Cleaning and Waste Management Security Reception Post Reprographic Passes Access All daily checks of records of visitor passes issued to be deemed to be fully satisfactory. This means the complete reconciliation of all passes No unauthorised person to be admitted on the premises. No failure to lock down building/s at the end of the business day Check 15.00% 15.00% Reception No failure to manage ingress and egress in line with specified procedures Switchboard All telephone calls to the switchboard to be answered in person within 30 seconds 3.00% % % % % Staff No Failure to staff reception desk during required hours 6.00% Check 12.00% 12.00% All outgoing mail to be dispatched on day of receipt by Post Room Post Messengers Couriers Porters All incoming mail to be delivered to recipients within specification time All Special Delivery & Recorded Delivery items to be passed to recipient within 30 minutes of receipt in Post room All internal items (within the same building) to be collected and delivered on the same day within normal opening hours. All items sent by Courier arrive by the requested date and time All pre-booked requests for service to be delivered within 15 minutes of the booked time 0.00% Check 5.00% 5.00% Reprographics All requests for service to be completed within the 0.00% timescale agreed Check 0.00% 0.00% Meal Choice Choice of meals is to be as per the Customer Specification for at least the first 30 minutes of each meal time. 1.00% Page 3 of 13

4 Facilities Management Services Framework Agreement KPI Matrix - Set Performance Levels Section Service KPI Weighting Acceptable Failures per Penalty per Failure No unathorised price Prices increases to be implemented Deliver all pre-booked requests for hospitality 1.25% within 10 minutes prior to Catering scheduled times Clearance and cleaning of Hospitality rooms in receipt of hospitality before commencement of next 1.25% booking (within core hours and by the end of the day) Sustainable Food NO failure to comply with DEFRA guidelines for 1.50% sustainable food Check 6.00% 6.00% Total Page 4 of 13

5 Facilities Management Services Framework Agreement KPI Matrix - Summary of Performance SUMMARY OF PERFORMANCE Section Services Value of Failure Management Cleaning and Waste Management Staff PASS 0.00 Records PASS 0.00 External Certification PASS 0.00 Health and Safety PASS 0.00 Service Improvement PASS 0.00 ly Report PASS 0.00 Help Desk PASS 0.00 Planned Preventative PASS 0.00 Reactive PASS 0.00 Cleaning PASS 0.00 Waste Management PASS 0.00 Security Security PASS 0.00 Reception Reception PASS 0.00 Post Post PASS 0.00 Messengers PASS 0.00 Couriers PASS 0.00 Porters PASS 0.00 Reprographics Reprographic PASS 0.00 Catering Core Catering PASS 0.00 Hospitality PASS 0.00 Sustainable Food PASS 0.00 Total due to Performance Failure: 0.00 Page 5 of 13

6 KPI Matrix - Management MANAGEMENT PERFORMANCE MEASURES Measured by Calculation Comments Number of Failures in Acceptable Failures per Staff Staff lists ly report to include a full list of permanent Contractor staff (i.e. cleaning, on-site FM, security and reception) showing Name, Job Descriptions, Work location, CRB status, and SIA licence details as required. Inaccuracies in staffing list one failure deduction for each inaccuracy Records External Certification or Accreditation Health and Safety Service Improvement Updating record documentation Compliance All records to be updated within five working days of any change being carried out. No failure by the Contractor to comply with the requirements of external certifications or accreditations. Statutory No failure to identify and carry out all relevant statutory maintenance and inspections and maintenance including Public Health, inspections Hygiene, Fire Inspections Regulations Repeat failures No instances of contravention of health & safety regulations No occurrence of a failing KPI appearing in the following months KPI report Customer Complaint / Audit When Internal (Customer) or External (awarding body) auditor reports on the compliance with requirements there is to be no failure of the requirements due to the Contractor. % reduction for each minor failure to comply. 100% reduction for loss of certification or accreditation. Customer Health and Safety Reports, PPM timetable, Audit RIDDOR, Health and Safety Reports, Customer Complaints, Failure to prepare a safe method of work statement, Contractors staff not correctly following the safe method of work, Audi Customer can compare current report and last report One failure deduction per individual document per day late. Start date is date of work plus 5 working days. One failure deduction per failure, loss of accrediation =20 Failures Contractor to provide details of current certifications and accreditations. One failure deduction per failure. Failure leading to external Contractor to provide audit schedule every quarter to show warning or enforcement =20 failures planned H&S inspections. One Failure deduction for each beach of Health and Safety Regulations One Failure deduction for each KPI repeat failure Checks should be carreid out to ensure that the same building is failling - e.g. failure to hit cleaning quality KPI at only building A in month one and only building B in month two would not count as a repeat failure ly Report Provision of complete and accurate report No failure by the Contractor to provide accurate monthly reports to the customer. Reports are not to miss any information that would lead to an incorrect reporting of performance. ly report is to contain the information required in the specification Report to be provided on 10th of each month or first working day thereafter if 10th is Sat/Sun or P/H On or before due date = 0 failure deduction 1 working day late = 1 failure deduction 2 working days late = 2 failure deductions 3 working days late = 3 failure deductions 4 or more working days late = 4 failure deduction Each error in the report = 1 failure deduction ly reports to be provided are: Building Report for Rose Court Building report for United House Helpdesk report Waste report Summary of cleaning audit scores & supporting audits Helpdesk Meet all Category A requests within response time ly report One Failure deduction per failure Meet all Category B-D requests within response time. ly report One Failure deduction per failure This measure only applies to self-delivered or sub-contracted 0 2 PASS 0.00 Response times Meet all Category E requests within response time. ly report One Failure deduction per failure requests (i.e. it does not include calls to other CPS 0 5 PASS 0.00 Meet all Category F requests within response time. ly report One Failure deduction per failure contractors or Landlord issues). 0 5 PASS 0.00 Meet all Category QUOTE requests within response time ly repor One Failure deduction per failure 0 5 PASS 0.00 Telephone All telephone calls to the helpdesk be answered within a Customer complaint / Audit response timely manner One Failure deduction per failure Accurate All helpdesk calls logged onto the system correctly and recording accurately Customer Complaint / Audit One Failure deduction per failure Page 6 of 13

7 KPI Matrix - Measured by Calculation Comments Planned Preventative Reactive maintenance Planned Preventative Planned Preventative Reactive maintenance Reactive maintenance MAINTENANCE PERFORMANCE MEASURES Number of Failures in Acceptable Failures per All PPM activities to be carried out within 72 hours of scheduled date ly report One failure deduction per failure Draft annual PPM schedules agreed with the Customer at No failure to confirm date, time and scope the start of the contract year and confirmed in writing by of all PPM activities 2 months in advance One failure deduction per failure contractor two months in advance of their undertaking of undertaking Reactive repairs shall fully meet quality standards required by Service Specification. Any replacements shall One failure deduction per failure 0 1 PASS 0.00 match or better the item being replaced. Summary report to follow reactive repair identifying reason for failure, details of repair and any longer term One failure deduction per failure 0 1 PASS 0.00 implications Page 7 of 13

8 KPI Matrix - Cleaning & Waste Management Cleaning Measured by Calculation Comments Waste Management General cleaning Periodic cleaning Toilets and washrooms Waste management Secure Waste Number of Failures in Acceptable Failures per ly audit report to achieve an overall rating of "acceptable" or better. Complaint / performance audit One failure deduction per failure 0 3 PASS 0.00 Periodic cleaning schedules to be produced for all sites and cleaning activities to be agreed with the Failure to agree periodic cleaning Customer and confirmed in writing one month in schedule with Customer. Failure to advance of undertaking. Periodic cleaning schedules agree schedule 1 month in advance of to be discussed with Customer at each monthly audit undertaking. Failure to undertake meeting. All periodic cleaning activities shall be activities to the defined standards or at undertaken to the defined standards at the times the time agreed. indicated within the schedule, unless otherwise One failure deduction per failure 0 3 PASS 0.00 instructed by the Customer. No instance of washrooms not checked daily and fully stocked with all required Toilets and washrooms to be checked daily to ensure consumables. Every washroom to have that they are fully equipped with consumables (spares a inspection sheet to be completed by should always be available on site for CPS staff to restock if required). For sites where Contractor has a the Contractor. No instances of spares One failure deduction per failure being unavailable for CPS staff to restock. For site where Contractor has a day cleaner the toilets and washrooms should be equipped with consumables throughout the day. day-cleaner, no instances of unequipped 0 3 PASS 0.00 washrooms during working hours. Waste to be collected and removed from site in accordance with local agreements. Transfer notes to Complaint / performance audit One failure deduction per failure 0 3 PASS 0.00 be provided for all collections. Scheduled collections to be carried out on scheduled date (unless otherwise agreed with the Customer). Ad hoc requests for secure waste to be completed within Supplier records / Audit 3 working days of request. Transfer/destruction notes to be provided for all collections. CLEANING AND WASTE MANAGEMENT PERFORMANCE MEASURES One failure deduction per late collection. One failure deduction per missing transfer/destruction note. 0 3 PASS 0.00 Page 8 of 13

9 KPI Matrix - Security SECURITY PERFORMANCE MEASURES Measured by Calculation Number of Failures in Acceptable Failures per Security Patrol Passes Access All patrols to be carried out at the required times. All agreed checks to be undertaken Audit. One Failurefor each patrol missed. Daily checks of records of visitor passes to be carried out. Reconciliation of all passes to be carried out daily Audit / unauthorised use of a card. and details to be included in the monthly building One failure deduction for each failure report. No unauthorised person to be admitted on the premises. Evidence of unauthorised person on site One Failure or each unauthorised person found on site No failure to lock down building/s at the end of the One Failure deduction for each occasion any of the Audit / client feedback business day sites are left insecure Page 9 of 13

10 KPI Matrix - Reception RECEPTION PERFORMANCE MEASURES Measured by Calculation Number of Failures in Acceptable Failures per Reception Services Reception Staff No failure to manage ingress and egress in line with specified procedures No Failure to staff reception desk during required hours Complaint / Audit One failure deduction for each failure Complaint / Audit One failure deduction for each failure Page 10 of 13

11 KPI Matrix - Post POST PERFORMANCE MEASURES Measured by Calculation Comments Number of Acceptable Failures per Failures in Post Messengers Couriers Porters Post Messengers Couriers Porters All outgoing mail to be dispatched on day of receipt by Post Room Complaint / Audit One failure deduction for each failure All incoming mail to be delivered to recipients within specification time Complaint / Audit One failure deduction for each failure All Special Delivery & Recorded Delivery items to be passed to recipient within 30 minutes of receipt in Post room Complaint / Audit One failure deduction for each failure All internal items (within the same building) to be collected and delivered on the same day within normal Complaint / Audit One failure deduction for each failure opening hours. All items sent by Courier arrive by the requested date and time Complaint / Audit One failure deduction for each failure All pre-booked requests for service to be delivered within 15 minutes of the booked time Complaint / Audit One failure deduction for each failure Page 11 of 13

12 KPI Matrix - Reprographics Reprographics Measured by Calculation Reprographics All requests for service to be completed within the timescale agreed REPROGRAPHICS PERFORMANCE MEASURES Complaint / Audit One Failure for each days delay per job Number of Failures in Acceptable Failures per Page 12 of 13

13 KPI Matrix - Catering CATERING PERFORMANCE MEASURES Catering Measured by Calculation Meal Choice Prices Hospitality Sustainable Food Choice of meals is to be as per the Customer Specification for at least the first Complaint / Audit 30 minutes of each meal time No unauthorised price increases to be Complaint / Audit implemented. Deliver all pre-booked requests for hospitality within 10 minutes prior to Customer Complaints scheduled times Clearance and cleaning of rooms in receipt of hospitality before commencement of next Complaint / Audit booking (within core hours and by the end of the day) NO failure to comply with DEFRA Complaint / Audit guidelines for sustainable food One failure deduction for each failure One failure deduction for each failure One failure deduction for each failure One failure deduction for each failure One failure deduction for each failure Number of Failures in Acceptable Failures per 0 1 PASS PASS PASS 0.00 Page 13 of 13