Service Level Agreement

Transcription

1 Estates & Property Services Service Level Agreement Utilities and Energy Management

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 10

3 Document Control: Project/Service Name: Utilities and Energy Management Document Number: Document Category: Service Level Agreement Issued By: Executive Director, Estates and Property Services Version Reason for Change Author Date 0.1 First draft Jeff Capper SLA meeting JC & all at meeting Revisions JW, RB, ML 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 10

4 1 Introduction This document defines the service level agreement between Estates & Property Services (E&PS) and Colleges, Schools and Professional Services Departments of the University of Salford, to provide a utilities and energy management service. 1.1 Scope of the Agreement The agreement covers the purchasing of gas, electricity and water services, provision of utilities to all campus buildings, and the development and implementation of strategies for the efficient use of utilities. 1.2 Duration of the Agreement This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded. 1.3 Signatories to the Agreement The signatories to this agreement are: Unit College of Arts and Social Sciences School of Art and Design Salford Business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 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 Page 4 of 10

5 Estates & Property Services 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 Interim Executive Director, Keith Beal Executive 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 Telephone Number Monday Friday 8.30am 4.45pm Address 24 hours, 365 days (internal 54444) - Helpdesk 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 Page 5 of 10

6 1.4.3 Customer Details See section Service Description E&PS will provide a reliable supply of gas, electricity and water throughout the campus, including negotiating to achieve the most competitive terms of supply. We will produce, implement and promote an energy strategy whilst striving to maintain an average general space temperature of 19 C minimum in winter and 24 C maximum in summer, where equipment allows us to do this. The aim will be to support the University s Carbon Management Plan 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 UE1 UE2 UE3 UE4 UE5 UE6 UE7 Energy Strategy development of a strategy, linked to the Carbon Management Plan, covering all aspects of energy purchasing, supply, management and usage Energy Management implementation of a plan for efficient and cost effective use of energy, including management of building temperatures Promotion of Energy Efficiency publication of targets and standards, awareness campaigns and advice on efficient use of energy, including Display Energy Certificates (DECs) Purchasing Gas Purchasing Electricity Purchasing Water and Sewage Services Maintenance of supplies to critical activities or equipment customer consultation, planning of interruptions, supply and installation of equipment to provide temporary supplies, e.g. generators, water bowsers Additional Features Where consumption of utilities is measured separately the self financing units are recharged for their usage at cost. 2.2 Our services agreed to be out-of-scope of the Service Level Agreement Any works at Media City Whilst works such as energy efficiency schemes 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 Data and telephony services, which are the responsibility of IT Services Page 6 of 10

7 2.3 Service Coverage This service is provided in relation to all premises owned or occupied by the University Service Hours/Availability Work requests can be logged at any time via the Estates Job Reports icon on the desktop, or by to Alternatively jobs can be logged by telephone or personal visit to the E&PS Helpdesk, Monday to Friday 8.30am to 4.45pm. For the control of space temperatures Working Days are defined as Monday to Friday, between 08:00 and 18:00, excluding Public Holidays and days on which the University is officially closed. In buildings used for teaching the Working Day is extended to 21:00 on Tuesday to Thursday. The definition of Working Days also includes the duration of ad-hoc events when E&PS has been informed of a requirement for heating Service Eligibility This service is provided to all staff of the University Service Issue Escalation If there has been a service failure the customer should initially contact the E&PS 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 Estates & Property Services and its Customers, for the provision of the service. 3.1 Target Service Levels Our target is to maintain energy supplies and other utility services at all times, under normal circumstances. When planned interruptions are necessary, e.g. to allow modification to the electrical installation during a refurbishment, a minimum of 5 working days notice will be given and, in consultation with customers, plans will be made to select convenient times and maintain supplies where necessary. Maintenance of an acceptable working temperature is a priority for customers therefore energy management initiatives will target those areas where building temperatures are known to be outside the published ranges. Page 7 of 10

8 Ref Service Name Performance Indicator (PI) UE3 Promotion of Energy UE3.1 Display of Efficiency Energy Performance Certificates UE7 Maintenance of Supplies to Critical Activities or Equipment UE3.2 Energy Efficiency Projects UE7.1 Customer Consultation UE7.2 Provision of Temporary Supplies Service Level Target In quarterly survey 90% of buildings have DEC displayed according to legislation 90% of projects to improve energy awareness or reduce consumption completed within agreed timescales For 90% of planned interruptions a minimum of 5 Working Days notice was given to customers in order to plan for maintenance of critical supplies 100% of supplies maintained where an uninterrupted supply was agreed with customer 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 quarterly, 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. Six monthly performance review meetings will be held with senior E&PS managers, 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 8 of 10

9 4. Customer Responsibilities To inform E&PS of locations of critical systems, equipment or activities that require plans to maintain supplies. To use temporary supplies in the way instructed by E&PS. To use local heating controls to maintain space temperatures at an average of 19 C in winter and 24 C in summer). To take all reasonable steps to reduce energy consumption, including: Avoid opening windows whilst the heating is on Switch off PCs, monitors and printers at the end of the day Switch off lights when rooms are unoccupied Turn down radiator or room thermostats when rooms are to be unoccupied for a long period To reduce water consumption e.g. by not leaving taps running. To inform E&PS when water or energy is being wasted, e.g. by uncontrolled heating or dripping taps. Not to remove or interfere with materials, equipment, signage or other items placed on site by E&PS or its 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 work required Access arrangements Site contact name and contact details (if different) Further information which may be helpful to the operative 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, the Energy Manager and a representative from the Environment and Sustainability team. 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 Page 9 of 10

10 Actual performance levels will be reviewed and target service levels will be adjusted if appropriate. If any changes are required the Associate Director, Estate Management 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 Via the Helpdesk, the customer should ask the line manager responsible for the service 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, Estate Management. 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. All new service requests should be directed through the Helpdesk. E&PS will contact the customer to consider the request and will provide an initial response within ten working days. Page 10 of 10