Operational Property & FM Commercial Traded Services Scrutiny Presentation

Transcription

1 Operational Property & FM Commercial Traded Services Scrutiny Presentation 7 July 2014 Agenda Item 4

2 Service Delivery Delivery of Services 8

3 Service Structure Roderick O Connor Assistant Director Customer Services & Operations Graham Read Corporate Facilities & Operations Manager 9 Reception Soft FM Country-side Services Sites Development Beaumanor Hall Property Portfolio MATU Hard FM Hard FM Service Front of House Central Print

4 Our Traded Functions Hard and Soft FM Hard FM Supporting the building fabric Soft FM The provision of support services (BIFM, 2014) Soft Facilities Management Hard Facilities Management The Service Provision of out-sourced Building Cleaning,Grounds Maintenance, Security,Waste Management,and Pest Control.Delivery of in-house Site Development service Premises Officers, Postal servicesand Transport and Logistics. Provisionof maintenance support services, Minor and Major capital worksfull turn key packages, Regulatorycompliance,Building condition and energy surveys. Property Services helpdesk and inspection and clerk of works functions. 10 Product Total Soft Facilities Management Package provided either as a whole or individual elements. Total Hard Facilities Management Package provided either as a whole or individual elements.

5 Service Delivery Model LCC Managed Outsourced Contract OJEU Tendered Service Provision Managed SCAPE Contracts Flexible call-off arrangements In-House Retention of Postal Services, Premises Officers, Minor Building Maintenance, Landscape Construction, Regulatory Compliance Market Tested and Evaluated Cost Effective Services, off-setting costs 11 Joint Partnership Working Joint function delivering with Supply Chain Partners Joint contract provision via framework contracts

6 Procurement Procurement of services 12

7 Procurement Soft FM Procurement Both LCC s Hard and Soft FM supply chains have been procured through OJEU compliant processes in conjunction with our Corporate Procurement Team. Our Soft FM outsourced portfolio was tendered in 2008 with the option for either a holistic FM or single service provider. Final evaluation of a shortlist of 5 national suppliers concluded that on the basis of financial value and quality the preferred option for LCC was to be to award in single service lots. Lot Supplier Service Scope 13 Building Cleaning Servest Ltd Internal and external cleaning including specialist works Grounds Maintenance John O Conner Ltd Softlandscape maintenance Security Servest Ltd Manguarding, mobile patrols a out of hours callout Waste Management (commercial) Servest Ltd Collectionof waste and recycling rom LCC offices

8 Procurement Hard FM The Hard FM Framework are broken down into 3 areas:- Major Works 750,000 and above procurement via SCAPE Contract Minor Works 50, ,000 LCC frameworks have been put into place that are effective from 1st May 2014 for 4 years. Roofs Pitched and Flat PPQ and ITT advertised via Source Leicestershire Windows / Glazing PPQ and ITT advertised via Source Leicestershire Demolition PPQ and ITT advertised via Source Leicestershire General Building - OJEU process ran by ESPO PPQ and ITT process 14 Reactive Maintenance 0-50,000 LCC frameworks / select lists currently being procured to be put into place for 1 st April 2015 for 4 years. General Building - OJEU process PPQ and ITT advertised via Source Leicestershire Electrical - OJEU process PPQ and ITT advertised via Source Leicestershire Mechanical - OJEU process PPQ and ITT advertised via Source Leicestershire Roofing - OJEU process PPQ and ITT advertised via Source Leicestershire Air conditioning Select list advertised via Source Leicestershire Glazing Select list advertised via Source Leicestershire Drainage Select list advertised via Source Leicestershire

9 Procurement Key Principles Key principles of the procurement and ongoing management of FM contracts:- Encouragement of inward investment within Leicestershire FM is a people based industry with both our suppliers of Hard and Soft FM predominantly being located locally and employing local people. The structured specialist frameworks of the Hard FM portfolio allow opportunity for local SME s to tender for works. Advertised through Source Leicestershire. There is an evident culture of financial challenge within all contracts which continues to provide value for money for LCC and contribute to the MTFS. Examples include inflation freeze and up front payment for negotiated discounts 15 Contracts are operated to nationally published DEFRA Government Buying Standards to ensure compliancy with environmental practices Innovated to save We actively engage with our contractors to look at ways of driving efficiency saving throughout the contract lifecycle. Change -Our contracts were specified to allow flexibility and continue to offer the LCC tailored services to the need of its own requirement and changing market conditions

10 Our Customers Academies District Councils Leicestershire Fire and Rescue Service Public Schools 16 NHS Charitable trusts Private industry Parish Councils Leicester City Council ESPO Leicestershire Probation Service Leicestershire Constabulary Other Educational Establishments

11 17 Our Customers Leicester City Council Schools and Academies Police District Councils Leics Fire and Rescue Service PrivateSector and members of the public Parish Councils Charitable and Voluntary Sector Leics Probation Service Soft FM Hard FM

12 Partnership Working North West Leicestershire Registrars co-lo at NWLDC LCC Touchdown (Snibston) LCC Offices (High Street) FM contracts Charnwood Registrars, Coroners, Touchdown all colo at CBC offices Proposed wider co-lo of locality offices with JCP and CBC (other options available) Mountsorrel depot Melton Shared offices (Parkside); NHS, MBC, LCC, JCP, CAB, Probation Hinckley Shared offices; Hinckley Hub; HBBC, LCC, JCP, Atkins Touchdown, HBBC, Registrars FM Contracts Oadby and Wigston LCC offices (Basset Street) LCC host CAB, registrars and NHS staff LCC Touchdown (Abington House) 18 Blaby Croft depot Romulus Court (offices, multiagency resiliency service) County Hall LCC offices (Basset Street) LCC host NHS (University HospLeicester, Public Health England, Unison, Fire Service Harborough Shared offices (Symington); LCC, HDC, JCP, CAB, Touchdown 12

13 Hard FM Contracts within Leicestershire North West Leicester Hard FM 41 Charnwood Hard FM 24 Melton Hard FM Hinckley Hard FM 26 Oadby and Wigston Hard FM 15 Blaby Hard FM 21 Harborough Hard FM 21

14 Soft FM Contracts within Leicestershire North West Leicester Grounds 108 Cleaning 35 Hard FM Charnwood Grounds 66 Cleaning 38 Hard FM Melton Grounds19 Cleaning 6 Hard FM Hinckley Grounds 56 Cleaning 27 Hard FM Oadby and Wigston Grounds 30 Cleaning 18 Hard FM 20 Blaby Grounds 47 Cleaning 26 Hard FM Harborough Grounds 49 Cleaning 27 Hard FM

15 Quality Of Services. Quality Of Services 21

16 Quality Of Services - Statistics Figure 4.1: Existing Customer Survey response profile During 2013 a survey was conducted on our Soft FM services from our existing customers. Figure 4.1 Identifies the different market segments. Table 7: Customer Survey results Our Contract Management (LCC) Supplier Area % Poor % Satisfactory or better %Good or very good The first survey below was conducted on the quality of the LCC s management of outsourced Soft FM contracts 22 All Soft FM Overall quality 2.5% 97.5% 72.5% Value for money 0% 100% 63% Responsiveness 0% 100% 75%

17 Quality Of Services for existing customers Table 5: Customer Survey results FM Grounds Contract Supplier Area % Poor % Satisfactor y or better %Good or very good Grounds Maintenance Overall quality 7% 93% 68% Value for money 7% 93% 58% Responsiveness 5% 95% 73% Customer fit 9% 91% 51% 23 Table 6: Customer Survey results FM Cleaning Contract Supplier Area % Poor % Satisfactory or better %Good or very good Building Cleaning Overall quality 0% 100% 72.5% Value for money 0% 100% 50% Responsiveness 10% 90% 62% Customer fit 9% 91% 51% Specialist Cleaning Overall quality 0% 100% 65% Value for money 0% 100% 85% Responsiveness 0% 100% 77% Customer fit 0% 100% 78%

18 Financial benchmarking Work the Leicestershire Pound Following the migration of the School Food Support waste into the LCC Corporate Waste Contract, the service achieved a 35K per annum savings and the percentages as below. Provider Veolia Shanks SITA Harborough District North West Leicestershire Veolia Percentage Saving 38% saving by using LCC contract 37% saving by using LCC contract 27% saving by using LCC contract 22% saving by using LCC contract 15% saving by using LCC contract 38% saving by using LCC contract 24

19 Qualitiy: Our Mangement results Quality Of Services Financial benchmarking Table 1 East Midlands Pro5 Grounds Maintenance Costs Organisation Leicestershire County Council (John O Conner Ltd) Price (max 30%) 25.40% The following tables are extracted from the ESPO Pro5 Grounds Maintenance Contract MITIE Landscapes Limited 25.00% Table 2 West Midlands Pro5 Grounds Maintenance costs Norse Commercial Services Ltd 24.90% Organisation Price (Max 30%) Enterprise Managed Services Limited Mark Walker (Grounds Maintenance) Ltd 18.10% 17.20% Vale Contract Services Ltd 16.40% Glendale Grounds Management Ltd 16.4 Mercury Alliance 14.5 Contractors were assessed in terms of who offered the better cost value with highest mark awarded to the lowest priced contractor. LCC Soft FM achieved the best value results for both regions. Leicestershire County Council (John O Conner Ltd) 25.40% MITIE Landscapes Limited 25.00% Quadron Services Limited 21.60% G. Burley & Sons Ltd % Gavin Jones Ltd 16.60% Vale Contract Services Ltd 16.40% Glendale Grounds Management Ltd 16.40% Mercury Alliance 14.50% Kent County Council (Landscape Services) 13.40% 25

20 Quality Of Services Financial benchmarking Soft FM cleaning services are benchmarked against the national Association for Public Sector Excellence (APSE) KPI P1-01, which illustrates the cost per square metre per annum. Graph 3 below shows LCC Soft FM costs for office spaces to be below the national average for public sector. Soft FM Cleaning Costs comparison per sq metre against national (APSE) rates 26

21 Quality Of Services - Standards Contractors are required to :- Have ISO 9001 (Quality Systems) as a condition of contract Have ISO (Environmental) or equivalent as a condition of contract in line with our environmental policy Evidence safe systems of work (ISO 18001, Occupational Health and Safety) or equivalent 27 Be member of a relevant Trade association (BIFM, BICs, LANTRA) Demonstrate and evidence equalities good practice Be of good financial standing which is audited by Leicestershire County Council s financial services team.

22 Financial Performance Financial Performance 28

23 Hard FM Financials Million Traded works income total Capital Works, Schools Maintenance Fund Income 1,200,000 1,000, , , , ,000 - Hard FM Traded Fees income current and forecast 2012 / / / 15 Building Maintenance and Repair Current Position Hard FM employs professional staff who are chartered status and high levels of experience despite the whole-sale conversion of Leicestershire schools to academies they have retained high level of existing customers. 29 Challenges Private sector offering property / FM services and schools converting to Academy status. Strategy Build on the success with academies, improvement by in-housing and forming structured operational FM team including both Hard and Soft FM to increase trading opportunities.

24 2,200 2,100 2,000 1,900 Soft FM Financials Soft FM 1.59m Soft FM Contracts Traded Income 4,000, ,800, ,600, Soft FM Total Contract Value 1,800 1,700 3,400, , / / / /14 3,200, Current Position Soft FM offers an extensive range of services including Cleaning, Grounds Maintenance, Security, Waste, Specialist Cleaning, Pest Control, Play Inspection, Washroom, Housekeeping and Premises Support. Challenges External competition for FM services is extremely high and with academies convergences increasing, customers will be provided with opportunities to migrate away from LCC Traded Services. Strategy Increased financial benefits can be gained by self-delivering certain Soft FM functions and this combined with greater diversification is intended to increase performance. 30

25 Future Initiatives Process simplification and streamlining Combined approach with other business units Consolidation of commercial activities Centralising of Tendering function Identification of Target Markets and intelligence gathering Customer engagement to understand their future requirements. 31 Combined approach with other business units Partnership agreements with other public sector bodies and link to transformation programme (ie Health and Districts) Operational Property have targeted an additional increase of traded income of 408k in the next two years

26 Customer Intelligence Gathering and Recognition System GIGaR What will it do? Currently in development stage, the CIGaRsystem will enable us improve existing customer understanding, their requirements and our relationship with them. This is a enhancement to our current systems allowing the consolidation of multi-service & departmental customer data. Key functionality Storage of all customer profiles Analysis of the customers requirement (Leads) Recording of our current contract agreement and their real-time value to LCC Versatility to report across multiple criteria Tracking of contract lifecycle Reporting of KPI s including contract uptake, marketing activities and trends 32

27 Traded Services Continuous Improvements Corporate Savings 321k of Soft FM Savings achieved via inflation freeze and up-front payments Staff - Up -skilling of in-house staff to reduce contractor expenditure and achieve savings 215k budget reduction following Hard FM framework tendering Review Environmental initiatives Process improvement saving 54,000Lts of water per annum. Challenge Implement 33 Environmental KPI in each contract to drive down and energy usage in service delivery

28 Next Steps? Carry on with continuous improvement Enhance the service provision and scope 34 Consolidate with more Form alternative