Service Information Document Version V3.0 Document Status Issue Date Issued 2 September 2015 Document Author G&T
Contents APPENDIX 1 SPECIFICATION... 3 APPENDIX 2 MOBILISATION REQUIREMENTS... 61 APPENDIX 3 SERVICE MATRIX... 70 APPENDIX 4 CONTRACT EXIT REQUIREMENTS... 72 APPENDIX 5 PRICING... 78 APPENDIX 6 PAYMENT... 85 APPENDIX 7 CONTRACT MANAGEMENT... 89 APPENDIX 8 REPORTING REQUIREMENTS... 95 APPENDIX 9 INCENTIVE SCHEDULE... 98 APPENDIX 10 CONTINUOUS IMPROVEMENT & INNOVATION... 133 2
APPENDIX 1 SPECIFICATION 3
Contents 1. GENERAL INFORMATION AND REQUIREMENTS... 15 1.1 BUILDING RECORDS MANAGEMENT... 15 1.2 BUILDING FORUMS... 15 2. METHODS OF WORKING... 16 2.1 MATERIALS, PRODUCTS, SPARES AND CONSUMABLES... 16 2.2 REMOVAL OF WASTE... 16 2.3 THE EMPLOYER PROVIDED ACCOMMODATION... 16 2.4 THE EMPLOYER PROVIDED EQUIPMENT... 16 2.5 CONTRACTOR PROVIDED EQUIPMENT... 17 3. BUSINESS CONTINUITY MANAGEMENT... 18 3.1 CONTRACTOR BUSINESS CONTINUITY PLANS... 18 3.2 THE EMPLOYER BUSINESS CONTINUITY SUPPORT... 18 4. HEALTH & SAFETY MANAGEMENT... 19 4.1 HEALTH &SAFETY... 19 4.2 WORKING SAFELY... 19 4.3 INCIDENT MANAGEMENT... 19 4.4 PREMISES HEALTH & SAFETY AUDITS... 20 4.5 WATER MANAGEMENT... 20 4.6 ASBESTOS MANAGEMENT SERVICES... 20 4.7 DEFIBRILLATOR EQUIPMENT... 21 4.8 HEARING LOOP EQUIPMENT... 21 4.9 FIRST AID BOXES... 21 4.10 HEALTH & SAFETY CO-ORDINATORS, FIRE MARSHALS AND FIRST AIDERS... 21 4.11 HEALTH & SAFETY TRAINING... 21 4.12 HEALTH & SAFETY PROFESSIONAL ADVISOR... 21 4.13 FIRE RISK ASSESSMENTS... 21 4.14 NOISE ASSESSMENTS... 22 5. CAFM SYSTEM... 23 5.1 CAFM... 23 5.2 MAINTENANCE INTELLIGENCE... 23 5.3 CAFM CONFIGURATION & REPORTING CAPABILITY... 23 6. HELPDESK... 25 6.1 HELPDESK... 25 7. HARD FM - MAINTENANCE... 26 7.1 SCOPE OF MAINTENANCE... 26 7.2 THE CONTRACT ASSET REGISTER... 26 7.3 ASSET CHANGES... 27 7.4 AVAILABILITY AND ENVIRONMENTAL CONDITIONS... 27 7.5 ANNUAL MAINTENANCE PLANNING... 27 7.6 FORWARD MAINTENANCE PLANNING... 27 7.7 PLANNED MAINTENANCE DELIVERY... 28 7.8 REACTIVE MAINTENANCE DELIVERY... 28 7.9 SIMULATED POWER FAILURE TEST... 29 4
7.10 PORTABLE APPLIANCE TESTING... 29 7.11 FIRE ALARM TESTING... 29 7.12 RE-LAMPING... 30 7.13 SIGNAGE... 30 7.14 CRITICAL MAINTENANCE... 30 7.15 CAPACITY PLANNING & REPORTING... 30 7.16 PLANNED DOWNTIME OR RISK REPORTS... 31 7.17 UNPLANNED OUTAGE & EMERGENCIES... 31 7.18 SUPPORT TO EXTERNAL CONTRACTORS... 31 8. HARD FM - ENVIRONMENTAL & ENERGY MANAGEMENT... 32 8.1 SCOPE OF SERVICE... 32 8.2 ENERGY MANAGEMENT... 32 8.3 ENERGY CONSUMPTION ANALYSIS AND REPORTING... 32 8.4 ENVIRONMENTAL COMPLIANCE... 32 9. SOFT FM - CLEANING... 33 9.1 SCOPE... 33 9.2 ROUTINE CLEANING... 33 9.3 CLEANING STANDARD 1... 33 9.4 CLEANING STANDARD 2... 34 9.5 CLEANING STANDARD 3... 34 9.6 CLEANING STANDARD 4A HYGIENE... 35 9.7 FEMININE HYGIENE... 35 9.8 CLEANING STANDARD 4B HYGIENE... 36 9.9 PERIODIC & SPECIALIST CLEANING... 36 9.10 EXTERNAL CLEANING ENTRANCE AREAS... 36 9.11 EXTERIOR CLEANING BUILDING FABRIC... 36 9.12 REACTIVE CLEANING... 37 9.13 BARRIER MATS... 37 9.14 CONSUMABLES... 37 9.15 CORE EXTERNAL AND INTERNAL WINDOW CLEANING... 37 9.16 ADDITIONAL WINDOW CLEANING... 38 9.17 GRAFFITI & STAIN REMOVAL... 38 9.18 COMMUNICATION & EQUIPMENT ROOMS... 38 9.19 DESK CLEARANCES... 38 9.20 TELEPHONE SANITISING SERVICE... 38 9.21 SOAS LIBRARY CLEANING... 38 9.22 CONTROL OF SUBSTANCES HAZARDOUS TO HEALTH (COSHH)... 39 10. SOFT FM - SECURITY... 40 10.1 SECURITY RISK ASSESSMENTS... 40 10.2 GUARDING... 40 10.3 THE LIBRARY... 41 10.4 SCHEDULED GUARDING... 42 10.5 UNSCHEDULED GUARDING... 42 10.6 KEYS, PASSES, AND CARDS MANAGEMENT... 42 10.7 LOCKING AND UNLOCKING... 43 10.8 LOCKSMITH SERVICES... 43 10.9 INCIDENT RESPONSE... 43 10.10 CCTV MONITORING & RECORDING... 43 10.11 OUT OF HOURS ACCESS CONTROL... 44 5
11. SOFT FM - RECEPTION & CUSTOMER SERVICES... 45 11.1 RECEPTION SERVICES... 45 11.2 TELEPHONY SERVICES... 45 11.3 VISITOR PASSES... 45 11.4 CUSTOMER LIAISON SERVICE... 46 12. SOFT FM - GROUNDS MAINTENANCE... 47 12.1 SCOPE OF GROUNDS MAINTENANCE... 47 12.2 SAFE ACCESS ROUTES... 47 12.3 SEVERE WEATHER PROTECTION... 47 12.4 HARD LANDSCAPING MAINTENANCE... 47 12.5 LITTER PICKING AND LEAF CLEARANCE... 47 12.6 HORTICULTURAL SERVICES... 48 12.7 GRASS CUTTING... 48 13. SOFT FM - INTERNAL PLANTS... 49 13.1 INTERNAL PLANTS... 49 13.2 ADDITIONAL FLORAL & PLANTING DISPLAYS... 49 14. SOFT FM - PEST CONTROL... 50 14.1 PLANNED SERVICES... 50 14.2 REACTIVE SERVICES... 50 15. SOFT FM WASTE OPTIONAL SERVICE... 51 15.1 OPTION TO DELIVER WASTE MANAGEMENT SERVICES... 51 15.2 WASTE STREAMS... 51 15.3 WASTE MANAGEMENT... 51 15.4 CONFIDENTIAL & WEEE WASTE... 52 16. SOFT FM BUSINESS SUPPORT SERVICES... 53 16.1 PORTERS/MESSENGERS... 53 16.2 PRINTER AND PHOTOCOPIER PAPER DELIVERY... 53 16.3 FURNITURE MANAGEMENT... 53 16.4 MAIL ROOM... 53 16.5 COURIERS... 54 16.6 DISPLAY BOARD MANAGEMENT / POSTER CHANGES... 55 16.7 LOADING BAY... 55 17. SOFT FM MEETING, CONFERENCE & CLASSROOM MANAGEMENT... 56 17.1 ROOM SET UP... 56 18. 3 RD PARTY MANAGING AGENT... 57 18.1 3 RD PARTY CONTRACTS... 57 19. FM - PROJECTS... 58 19.1 PROJECTS... 58 19.2 PROJECTS ESTIMATES AND QUOTES... 58 19.3 COMPLEX PROJECTS ESTIMATES AND QUOTES... 58 19.4 MOVE MANAGEMENT PROJECTS... 58 19.5 WORKS PROJECTS... 58 19.6 PREMISES CHANGE PROJECTS... 59 19.7 CONDITION SURVEY PROJECTS... 59 6
SERVICE INFORMATION DEFINITIONS Where capitalised or italicised terms are used in the Service Information and are not defined below, they are defined in the Contract Data (Schedule 3) or the contract (Schedule 1 and Schedule 3). Agreed Procedures Annual Planned Maintenance Schedule Asset(s) Asset Validation Survey Attend and Attendance and Attended and Attending Attendance Time Authorisation To Proceed Available Processes discussed and agreed with the Employer during Mobilisation and updated from time to time to reflect changes in the Employer s operational requirements at each of the Affected Properties. A schedule of all planned maintenance activities to be undertaken in the next contract year. All items of Equipment, Plant and Materials (including portable appliances) or installations which are used in or subject to the services and which require periodical testing, inspection, maintenance or replacement within the economic life of the Affected Property, regardless of whether or not they are included in the Contract Asset Register. A survey undertaken by the Contractor to ensure that all Assets requiring Planned Maintenance at the Affected Property within the scope of the services are identified and recorded on the Contract Asset Register. Presence at the location of the Service Request by appropriately qualified / trained Contractor staff to identify and assess the problem following notification of a Fault or other Service Request; The times set out in Appendix 9 incentive schedule that the Contractor is required to meet to Attend at Employer s properties following notification of a Fault or other Service Request by the Helpdesk; Any written instruction (including Task Orders)from the Service Manager to undertake Variable Price Services or elements of the Fixed Price Services which require the Employer s approval. The Affected Property is safe, accessible, 7
functional and comfortable. Beyond Economic Repair Business Day Contract Asset Register Contract Service Matrix Contractor s Equipment Contract Manager Consequential Fault Core Business Hours Core Service Hours A situation where (i) the projected cost of a repair of a repairable Asset exceeds [60%] of the replacement cost of that Asset or (ii) the repair or replacement of an Asset or component offers limited additional operational life such that having regard to the cost involved such repair or replacement does not represent good value for money. Any day that has Core Business Hours. An updated version of the Initial Asset Register following the Contractor s Asset Validation Survey, that meets the requirements of Appendix 2 Mobilisation Requirements. The Initial Service Matrix updated with changes agreed during the validation exercise undertaken during mobilisation. The portable items of Equipment used by the Contractor in the execution of the services and which would ordinarily be expected to be held by a Contractor in delivering the service. The member of the Contractor s Staff who shall be the senior single point of contact for the Employer for all commercial matters and matters relating to the performance of the service. A Fault that is notified to the Helpdesk by the Contractor in accordance with Appendix 9, 1.5; [?] The normal operational service times of the Employer s core business at each of the Affected Properties. These vary and are identified in the Service Matrix. The normal main hours of operation for delivery of each of the services as defined for each of the Affected Properties in the Service Matrix. Critical Assets All Assets denoted as such in Appendix 1 7.15 and Asset Register. 8
Critical Areas Those areas as identified in Appendix 1-7.15. Daily Milestone Deduction Discovered Assets Estimate Fault Final Mobilisation Plan First Agreed Mobilisation Plan First Agreed Service Delivery Report Fixed Deductions Fixed Price(s) Fixed Price Service(s) The values as set out in Appendix 5 Pricing. Any Asset which is in scope of the service which is identified by the Contractor in the Asset Validation Survey, which was not on the Initial Asset Register. An assessment made by the Contractor of the likely cost of a Project based on the Contractor s professional experience, giving a breakdown of the likely costs (including labour, materials, profit, overheads and any other relevant costs). A circumstance, condition, fault, event or flaw that adversely affects any Asset in the performance of its functions and / or which compromises safety or security. The First Agreed Mobilisation Plan updated during the Mobilisation Period in accordance with Appendix 2 Mobilisation Requirements against which the delivery of service mobilisation will be managed and reported. The Initial Mobilisation Plan, reviewed, discussed, updated and agreed by the Employer in accordance with Appendix 2 Mobilisation Requirements. The Initial Service Delivery Report, reviewed, discussed, updated and agreed by the Employer prior to Contract award. The negative values shown in Table 3 of the Appendix 9 KPI Performance Model. The price to the Employer for the management and delivery of the Fixed Price Services as detailed within the Price Book which are fixed for the duration of the Contract, subject to change only through formal change control or any inflationary mechanism incorporated within the Contract. All service requirements set out within Appendix 1, save where the service is identified as a Variable Price Service. 9
Fixed Price Thresholds Forward Maintenance Plan Helpdesk Hourly Priced Rates Improvement Suggestion Improvement Suggestion Cost Initial Asset Register Initial Mobilisation Plan Initial Milestone Deduction Initial Service Delivery Report Initial Service Matrix Interim Rectification Volumes or values which limit the Contractor s risk to deliver Fixed Price Services, as detailed in Appendix 5 Pricing. The plan developed and maintained by the Contractor in accordance with Appendix 1 Specification 7.6. The service provided by the Contractor to receive, pro-actively manage and provide customer feedback for Service Requests and other enquiries relating to the Affected Properties or the service from customers. The maximum hourly prices for additional labour outside the Fixed Price Services detailed in Table 3 of the Variable Prices tab in the Price Book, priced in accordance with Appendix 5 Pricing. An innovation, improvement or change to the delivery of the services proposed by the Contractor and that leads to savings; The cost of implementing an Improvement Suggestion; The list of Assets provided by the Employer in the data pack as part of the tender exercise. The Contractor s mobilisation plan as submitted within his tender proposal in accordance with the requirements in Contract Appendix 2 Mobilisation Requirements. The values as set out in Appendix 5 Pricing. The Contractor s service delivery report as submitted within his tender proposal in accordance with the requirements in Contract Appendix 8 - Reporting. The Service Matrix included as part of the tender exercise and incorporated into the Contract as Appendix 3. Temporary rectification including making safe and secure of a Fault, restoring as much functionality as possible, where Permanent Rectification is not possible. 10
KPI Event KPI Event Failure KPI Event Pass Mail Milestone Milestone Acceptance Test Milestone Date Milestone Payment Specific to each KPI in accordance with the KPI Tables in Appendix 9. Specific to each KPI in accordance with the KPI Tables in Appendix 9. The successful completion of a KPI Event in accordance with the KPI Tables in Appendix 9. All letters, parcels, faxes, packages, boxes etc. Completion of each activity as identified in Appendix 2 Mobilisation Requirements; The criteria assessed to determine the completion of each Milestone, as set out in Appendix 2 Mobilisation Requirements. The date for the completion of each Milestone identified in Appendix 2 Mobilisation Requirements; The values as set out in Appendix 5 Pricing. Mobilisation Has the meaning set out in Appendix 2. Mobilisation Services : - Monthly Fixed Price Monthly Fixed Price Payment Monthly Variable Price Payment Pass Through Cost Payment Adjustment All the activities to be undertaken by the Contractor during the Mobilisation Period. 1/12th of the Annual Fixed Price. As calculated monthly in accordance with Appendix 6 Payment. As calculated monthly in accordance with Appendix 6 Payment. As defined in Appendix 5 Pricing. An amount that may be included as a negative amount in the calculation of the Monthly Fixed Price Payment for any month as shown in Table 5 of Appendix 9 KPI Performance Model and determined and calculated in accordance with Appendix 9; Performance Level 1 As defined in Appendix 9; Performance Level 2 As defined in Appendix 9; Performance Level 3 As defined in Appendix 9; 11
KPI Performance Model Permanent Rectification & Permanently Rectify & Permanently Rectified Permanent Rectification Time Planned Activity & Planned Activities Planned Maintenance Premises Premises Change Projects Priority Level Project(s) Quotation The Microsoft Excel performance measurement tool to be used by the Contractor to measure its monthly performance against the Key Performance Indicators provided in Appendix 9; The complete resolution of a Fault (to full functionality and appearance requiring no further services by applying good industry practice), or Service Request. The times set out in Appendix 9 that the Contractor is required to meet to Permanently Rectify Faults and Service Requests at the Affected Property following notification to the Helpdesk; Any element of the service as set out in Appendix 1 - Specification and / or contained in the Contractor s plan which can be planned annually in advance. Routine, cyclical or planned inspections, tests and maintenance services. The Affected Property Projects related to Asset upgrades, fit-out, refurbishment or other construction related changes to the Affected Properties. The urgency of a reactive Service Request in line with Appendix 9, assigned by the Helpdesk accounting for the specific context of each Fault or Service Request. Services provided in relation to ad hoc activities for which a Task Order is instructed and either Estimates or Quotations are provided by the Contractor. The Contractor s fixed price (valid for 90 days) for delivering a Project in accordance with a Task Order, providing a detailed breakdown of all costs, including but not limited to; Project Management (only where required), labour, sub-contracts, materials, Equipment, overhead and profit). 12
Reactive Activity & Reactive Activities Reactive Maintenance Reactive Maintenance Threshold Secondary Fault Service Delivery Report Any element of the service as set out in Appendix 1 - Specification which is unplanned in nature. A repair or replacement of an Asset or component undertaken in response to identification of a Fault and instructed by a Task Order (unless not practical to do so). The value set out in Appendix 5 - Pricing A new Fault that is discovered by the Contractor when Attending a Fault and which may be related or unrelated to the Fault; The monthly report submitted by the Contractor to the Employer in accordance with Appendix 8. Service Improvement Plan A plan in accordance with Appendix 9, provided by the Contractor and describing how deficiencies in performance will be remedied. Service Levels Specialist Equipment Specialist Materials Unavailable & Unavailability The service standards expected for each of the services as described in Appendix 1 - Specification and Appendix 9. Equipment that would not normally be required by the Contractor to undertake the service; Materials that would not normally be required by the Contractor to undertake the service and would not be cost effective for the Contractor to hold a supply; Any of the Affected Properties are not safe, accessible, functional or comfortable. Unit Priced Rates The maximum total prices detailed in Table 4 of the Variable Prices tab in the Price Book, priced in accordance with Appendix 5 Pricing. Variable Price Service Any element of the service (including Task Orders) which is not considered to be a Fixed Price Service, whereas all costs; overhead and profits for the delivery of the service shall be recoverable from the Employer in accordance with the provisions of Appendix 5 - Pricing and 13
Appendix 6 Payment. 14
1. GENERAL INFORMATION AND REQUIREMENTS 1.1 Building Records Management 1.1.1 The Contractor shall be responsible for the O&M Manuals, drawings, Asset Register, maintenance and service records, Statutory Test and Inspection compliance certificates, inspection programmes, orders, log books, Documents and the relevant Health and Safety file(s) for the Premises. These shall be held at the Premises. The Contractor shall ensure that they remain up-to-date and that all records are stored retained and disposed of in accordance with the Employer s policies and procedures. 1.1.2 The Contractor shall keep up-to-date disposal records for all hazardous waste. 1.1.3 The Contractor shall have full responsibility for the updating of all building records following any Works Projects carried out by themselves or their Subcontractor s, inclusive of Premises Change Projects carried out during the course of the Contract. 1.1.4 For Works Projects or Premises Change Projects not carried out by the Contractor or their Subcontractor s, the Contractor will be responsible for communicating any identified updates required to plans, records and drawings to the Employer, who will either update the drawings accordingly or request the Contractor to perform this action on behalf of the Employer at a pre agreed additional cost. 1.1.5 CAD information shall be grouped according to an agreed structure for layered information, and shall include but not be limited to: - a. Access control and security Equipment locations b. Area calculations c. Building outline (structure, elements and major permanent features) d. Ceiling layouts (indicating service boxes, duct outlets, light fittings, emergency lighting devices, ventilation grilles, smoke / heat detection devices, movement sensors, thermometers and alarms) e. Fire detection and alarm systems f. Floor service boxes (and ventilation / lighting insets where applicable) g. Partition arrangements (including fire barriers at all levels, fire protection requirements such as control doors or dampers, break glass points and alarms h. Services at each level (i.e. underfloor, above floor, above ceilings, in risers) defined by asset elements and interconnecting ductwork, pipework and/or cabling i. Utilities (including drains, water mains, gas mains, electricity cables and telecom services between entering the Company s Premises at site boundary and connection to service points within the building fabric) 1.1.6 The Contractor shall have the items referred to in clauses 1.1.1, 1.1.2, 1.1.3, 1.1.4 and 1.1.5 above available for inspection by the Employer within timescales to be determined by the nature of the request and the application of appropriate response & rectification times in Appendix 9 - Performance. 1.2 Building Forums 1.2.1 The Contractor shall attend and contribute fully to all building forums convened and minuted by the Employer. Building forums groups consist of internal Employer customers whose objective is to tailor the service provision to the needs and requirement of the internal customers. 15
2. METHODS OF WORKING 2.1 Materials, Products, Spares and Consumables 2.1.1 The Contractor shall provide to the Employer, on request, data/information on the safe use and storage of all Contractor materials used at the Affected Property. 2.1.2 The Contractor shall ensure the most energy efficient and sustainable replacement parts, components, and Equipment are selected wherever possible. 2.1.3 Only appliances displaying efficiency labelling to European Commission product directive ratings shall be provided as replacements for appliances. 2.1.4 The Contractor shall ensure that all replacement parts or materials are on a like-for-like basis, or where this is not possible shall be of a comparable quality and appearance and shall be agreed in advance with the Employer. 2.2 Removal of Waste 2.2.1 The Contractor shall be responsible for the prompt removal from the Premises of all waste or surplus material created by the Contractor and arising from the delivery of the services and shall ensure its safe disposal. 2.3 The Employer Provided Accommodation 2.3.1 The Employer will provide to the Contractor the accommodation and utilities agreed during mobilisation, unless agreed otherwise. 2.3.2 The free issue office accommodation and storage space for the Contractor s essential Equipment is likely to be located within the Employer s College Building. 2.3.3 Water and electricity supplies necessary to carry out the works for this Contract, shall be provided free of cost by the Employer excluding avoidable waste. 2.3.4 Due to the parking restrictions within the Employer s estate the Contractor may have no more than a total of two vehicles related to the Employer s contract parked on the Employer s Premises on any one occasion. 2.3.5 The Contractor shall ensure that all accommodation provided by the Employer for the exclusive use of the Contractor shall remain secure at all times. 2.3.6 No material or Equipment, other than that required for delivery of the services shall be stored at the Premises. 2.4 The Employer Provided Equipment 2.4.1 The Employer shall provide the following Equipment to the Contractor to be used by the Contractor for the delivery of the Services. a. Franking machine 2.4.2 Where the Employer provided Equipment is subject to a lease or maintenance contract with an external Contractor, the Contractor shall liaise with the Contractor responsible for the maintenance of this Equipment, and shall notify the Employer of any failures. 2.4.3 The Contractor shall ensure that no action or inaction on his part shall invalidate any warranties or lease terms on the Employer provided Equipment. 16
2.4.4 The Contractor shall notify the Employer of any Equipment that requires replacement and agree which party is best placed to procure the replacement. Should the Contractor procure the replacement this shall be done as a Pass Through Cost Service, and the item(s) added to the schedule of the Employer provided Equipment. 2.5 Contractor Provided Equipment 2.5.1 The Contractor shall provide all other Equipment required to deliver the services. 2.5.2 Where the Contractor s provided Equipment needs to be used on the Employer s IT network, this shall be subject to compliance with the Employer s IT protocols and the agreement of the Employer. The Contractor shall ensure adequate back-ups are retained for the systems for which he has control. 17
3. BUSINESS CONTINUITY MANAGEMENT 3.1 Contractor Business Continuity Plans 3.1.1 The Contractor shall identify risks to continuity of delivery of the services to the Employer and develop the Employer specific business continuity plans to ensure that all Services are available to the Employer as required, and there is minimum disruption to the Employer in the event of incidents where the business continuity plan is enacted. 3.1.2 The Contractor shall within one month of each anniversary of the starting date, test the robustness of its business continuity plans and implement changes to the plan based on test outcomes. 3.2 The Employer Business Continuity Support 3.2.1 The Contractor shall support the Employer s business continuity planning by offering practical advice on issues such as the safe evacuation of the Premises during an emergency (e.g. fire), the operation of emergency systems (such as standby power generation etc.). 3.2.2 The Contractor shall ensure that all Contractor s employees are aware of the protocols to be used in case of an emergency at the Premises. 3.2.3 The Contractor shall participate fully in the compilation, planning, testing, implementation and refinement of the Employer s emergency management procedures including evacuation drills and shall report on the outcome of each incident or drill. 3.2.4 The Contractor shall be proactive in identifying areas of potential risk or proposing any changes to the operation of emergency procedures and reporting these to the Employer. 3.2.5 The Contractor shall comply with the requirements of this specification and shall collaborate with the Employer in managing the implementation of any Business Continuity Plan developed by the Employer. This Business Continuity Plan shall include but not be limited to: a. Responses to all potential incidents and emergencies, b. Actions and execution of contingency plans for each of the Employer business units c. Compliance with legal requirements. 3.2.6 The Contractor shall inform and train his own staff in the pertinent procedures and methods. 3.2.7 The Contractor shall agree with the Employer procedures to be adopted for the securing of the Premises in the event of the invocation of business continuity plans. 18
4. HEALTH & SAFETY MANAGEMENT 4.1 Health &Safety 4.1.1 The Contractor shall be responsible for health and safety at the Employer s Premises as it relates to the delivery of the Services. 4.1.2 The Contractor shall adapt the services to respond to changes in legislation and the Employer s policy changes. 4.1.3 The Contractor shall remain up-to-date with changing legislation and any advances in technology that may affect health and safety for the Premises. 4.1.4 The Contractor shall liaise with the Employer as appropriate regarding any health & safety matters which arise as a consequence of activities undertaken pursuant to this Contract. 4.2 Working Safely 4.2.1 The Contractor shall be responsible for the implementation and operation of a safe system of work with regard to the Services, in line with their risk assessments and method statements. The Contractor shall be responsible for the management of communication to stakeholders including the Contractor s systems for; a. Lone working; b. Hot works; c. Confined spaces; d. Working at heights; and e. Out of Hours working. 4.2.2 The Contractor shall be responsible for issuing and managing all permits to access and permits to work. The Contractor is also required to manage and agree all third party consents as part of this process before commencing the services(i.e. the Contractor shall manage all permits to work whether the work is carried out by the Contractor, the Contractor s Subcontractors or by any other party. 4.2.3 For the avoidance of doubt, all permits to work shall be supported by full risk assessments and method statements for undertaking the work 4.2.4 The Contractor shall be responsible for controlling access to plant rooms and roof areas and supervision of all work in these areas. 4.2.5 The Contractor shall pro-actively manage and keep up-to-date records of all health and safety risk assessments, method statements and safe systems of work, which relate to delivery of the Services. 4.3 Incident Management 4.3.1 The Contractor shall record, investigate and report all health and safety accidents and incidents:- a. On the Premises; and b. In connection with the delivery of the Services. 4.3.2 The Contractor shall also record all accidents and incidents data on the Employer s accident reporting system. 19
4.4 Premises Health & Safety Audits 4.4.1 The Contractor shall within one month of the anniversary of the starting date, undertake annual audits of the Premises to report on compliance with relevant health & safety legislation and the Employer s policy, and make recommendations on required Premises Change Projects, changes to management procedures, or other actions required to achieve compliance. 4.5 Water Management 4.5.1 The Contractor shall on behalf of the Employer manage all hygiene risk associated with water-based systems on the Premises, including legionella, E-coli and other water-borne bacteria. 4.5.2 The Contractor shall undertake all compliance tasks and roles relating to water-based systems, as required of the Employer under the Health and Safety at Work etc. Act 1974 and the HSE s Approved Code of Practice, Legionnaire s Disease: the control of legionella bacteria in water systems (ACOP L8), 2010 revision, and any future revisions. 4.5.3 In so far as the law does not permit the Employer to allocate, devolve or transfer any task, responsibility or role, the Contractor will identify in writing to the Employer the required task, responsibility or role and support the Employer in meeting the associated obligations. 4.6 Asbestos Management Services 4.6.1 The Contractor shall work on behalf of the Employer to manage risk associated with the presence of asbestos on the Premises. The Contractor shall update Employer s asbestos register when the Contractor has undertaken work on asbestos containing materials. The Contractor shall maintain and update the Employer s Asbestos Management Plan and provide an annual Asbestos Management Report including the updated Asbestos Management Plan. 4.6.2 The Contractor shall undertake all compliance tasks and roles relating to asbestos, as required of the Employer under the Health and Safety at Work etc. Act 1974, the Control of Asbestos Regulations 2012 and the HSE s Approved Code of Practice on the management of asbestos in non-domestic premises (L127), second edition published 2006, as amended. 4.6.3 In so far as the law does not permit the Employer to allocate, devolve or transfer any task, responsibility or role, the Contractor will identify in writing to the Employer the required task, responsibility or role and support the Employer in meeting the associated obligations. 4.6.4 The Contractor s Asbestos Manager shall have extensive practical asbestos management experience, including but not limited to: a. Practical knowledge and the skills to be able to manage asbestos in buildings and to provide a basic knowledge of asbestos removal procedures; b. Practical knowledge and the skills to be able to manage asbestos testing and sampling including occupational hygiene practice in relation to fibrous dusts, including asbestos and machine made mineral fibres (MMMF). c. Practical knowledge and the skills to be able to manage asbestos risk evaluation and control and related health risks; and d. Practical knowledge and the skills related to general health and safety including the identification and control of workplace hazards, and the practical application of this knowledge. 4.6.5 The Asbestos Manager shall hold the following qualifications: a. P405 Management of Asbestos in Buildings; b. S301 Asbestos & Other Fibres (or equivalent); c. National Examination Board in Occupational Safety and Health (NEBOSH) General Certificate (or suitable alternative). 20
4.7 Defibrillator Equipment 4.7.1 The Contractor shall maintain and test all defibrillator Equipment in place at the Employer s Premises in accordance with manufacturer s instructions and good industry practice, to ensure that they are kept in good working order at all times. 4.8 Hearing Loop Equipment 4.8.1 The Contractor shall maintain and test loop test Equipment in place at the Employer s premises in accordance with manufacturer s instructions and to ensure compliance with BS7594 and BS EN60118-4 standards. 4.9 First Aid Boxes 4.9.1 The Contractor shall ensure that first aid boxes within the Premises are appropriately located, stocked and managed. 4.10 Health & Safety Co-ordinators, Fire Marshals and First Aiders 4.10.1 The Contractor shall identify and inform the Employer of the appropriate numbers of people for the roles of Health & Safety Co-ordinator, Fire Marshal and First Aider at each of the Premises. 4.10.2 The Contractor shall work with the Employer to identify and train the required numbers of people as local health & safety coordinators, fire marshals and first aiders (including defibrillator teams). 4.10.3 The Contractor shall keep records of all training plans. 4.10.4 The Contractor shall strive to ensure that appropriate numbers of trained personnel are in place at all times, and shall inform the Employer where there are issues with numbers of volunteers. 4.11 Health & Safety Training 4.11.1 The Contractor shall develop and make accessible for the Contractor and the Employer s staff, training courses for:- a. Induction training (Contractor staff only); b. Health & safety Coordinators; c. Manager health & safety training; d. Fire Marshals; and e. First Aiders (including defibrillator teams) 4.12 Health & Safety Professional Advisor 4.12.1 The Contractor shall provide professional advice to the Employer in relation to a range of Health and Safety matters including but not limited to:- a. Current legislation and pending amendments; b. Best practices; c. H & S Awareness programme support; d. Guidance, support and risk assessments for events; e. RFI/RFP questions and queries; f. Awareness programmes; and g. Management of Asbestos Assessments (management duty) & action plans. 4.13 Fire Risk Assessments 4.13.1 The Contractor shall undertake, prepare and maintain fire risk assessments and action plans for the Premises in accordance with requirements of PAS 79:2012. 21
4.14 Noise Assessments 4.14.1 The Contractor shall carry out noise assessments in accordance with noise at work regulations when required to do so. 22
5. CAFM SYSTEM 5.1 CAFM 5.1.1 The Contractor shall provide and host a CAFM (Computer Aided Facilities Management) system for the management of the Services, and shall record accurate details of all Planned Activities, Scheduled Activities and Reactive Activities within the system. 5.1.2 The Contractor shall update annually Planned Activities onto the CAFM system including but not limited to:- a. Contract Governance Meetings b. Quality Audits c. Statutory Tests & Inspections d. Planned Maintenance e. Project Delivery i.e. Employer Driven Projects & Life Cycle Projects f. Pest Control g. External Grounds Maintenance h. Periodic Cleaning i. Window Cleaning j. Managed Third Party Services 5.1.3 The Contractor shall provide the Employer with full read only and download access for up to 5 concurrent users to the system via the Employer s IT networks (i.e. the Employer s intranet or internet). 5.1.4 The CAFM system shall have the capability to capture all data required to report as far as possible in real time on all KPIs included within the incentive schedule (Appendix 9). 5.1.5 The Contractor shall ensure the CAFM system is capable of integrating with all the Employer Building Management Systems, ensuring all works carried out as a result of alarms are recorded on the CAFM system. 5.1.6 The Contractor shall configure the CAFM system to take all levels of the Contract Asset Register data and enable maintenance related Reactive Activities to be linked to the Assets to which they relate. 5.2 Maintenance Intelligence 5.2.1 The Contractor s CAFM system shall provide an intelligent asset management capability, comprising but not limited to:- a. Asset tracking; b. Ability to report on historical data; c. Maintenance cost analysis; d. Business cases for asset replacement; e. Premises Change Projects in progress; f. Cost reduction proposals; g. Reactive maintenance trend analysis; h. Asset availability; i. Condition monitoring; j. Asset failure analysis; k. Route cause analysis of asset failure; and l. Utilising CAFM data to improve the Services. 5.3 CAFM Configuration & Reporting Capability 5.3.1 The Contractor shall maintain the CAFM system to accurately report service data and costs by:- a. Premises b. Assets 23
c. Services and sub-services d. KPIs e. Service level priorities 5.3.2 The Contractor shall use the CAFM system to collate information, monitor performance and produce a range of statistical facts, and manage assets. 24
6. HELPDESK 6.1 Helpdesk The Contractor shall provide a professionally managed, high quality helpdesk service for all Services 24 hours per day, 365 (6) days per year. The Helpdesk shall be based at an off-site location. 6.1.1 The Contractor shall ensure that the helpdesk interfaces with reception and the Employer s reporting processes and procedures, including:- a. Telephone calls b. Email c. The Employer s reporting form (completed electronically through the Employer s intranet) d. Oral communication to Contractor personnel to pass onto the help desk 6.1.2 The service shall manage requests and work assignments including, but not limited to: a. Helpdesk service for all FM related requests, fault reporting and queries; b. Hazard Reporting c. First aid requests; d. Security problems; and e. Service complaints and comments. 6.1.3 The Contractor shall also receive Service Requests for 3rd parties (e.g. 3rd party Contractors), and shall log, and pro-actively manage these requests through to successful conclusion. 6.1.4 The Contractor shall provide access to the helpdesk through a single e-mail address and telephone number, logging all Service Requests onto the Contractor s CAFM system with a unique reference number. 6.1.5 The Contractor shall ensure that all phone calls received are answered in person (no answerphone) within 30 seconds and all e-mails are acknowledged and dealt with within 1 hour. 6.1.6 The Contractor shall allocate appropriate Priority Levels to Reactive Activities, in accordance with Appendix 9 Incentive Schedule, taking account of the context of each Service Request or Fault. 6.1.7 The Contractor shall keep each customer informed as to the progress of their Service Request, and in relation to any applicable Service Levels. 6.1.8 The priority level of each Service Request or Fault shall be allocated on merit and circumstances may determine that a Priority Level other than that indicated in the table below is more appropriate. Guidance only examples are provided in Appendix 9 Annex 3 and are for reference only and are not exclusive. 25
7. HARD FM - MAINTENANCE 7.1 Scope of Maintenance 7.1.1 The Contractor shall provide a professionally managed, high quality maintenance service that ensures the effective operation of: - a. All items of plant and Equipment in the Employer s Premises as detailed within the Asset Register (& subsequent updates); b. Critical Assets c. All fridges, dishwashers and hot water distributors; d. All fire fighting Equipment (e.g. fire extinguishers); e. All above and below ground plumbing and drainage systems (including sanitary ware); f. Building fabric; and g. All utilities services (electricity, gas, water) from the main connection point to the building to all appliances, up to the point of connection. 7.1.2 The Contractor shall manage and apply Senate House North Block warranties and apply maintenance regimes in line with such warranties. 7.1.3 The Contractor shall undertake the Planned Services in accordance with SFG20 (Standard Maintenance Specification for Building Services). 7.1.4 The Contractor shall provide a planned preventative maintenance and reactive repair service to ensure the protection of the Employer s plant, assets and areas under the Contractor s Control and to ensure compliance with all legislative, statutory, manufacturers and Buyers obligations and HSE requirements. This will include but not be limited to:- a. Building Engineering Services (M&E); b. Building Fabric Services; c. Water Management; d. Statutory Inspections; e. Lightning protection f. Public Address systems g. Fixed wire testing and portable appliance testing; h. Ensuring Business Continuity of critical building systems; i. Ensuring safe system of work for all activities and minimise environmental impacts of operations including compliance with waste management and F-Gas legislation; and j. Control of access to plant rooms and roof areas and supervision of all work in these areas. 7.1.5 The Contractor shall manage all software and management systems required for the assets, whilst providing access to these systems for the Employer. The Contractor shall ensure that all software upgrades are implemented in a timely manner. 7.1.6 The Contractor shall maintain all firmware, front-end software and database software upgrades for access and BMS. 7.2 The Contract Asset Register 7.2.1 In accordance to ISO 55000, 55001 and 55002 the Contractor shall create and maintain the Contract Asset Register and shall keep it up to date at all times throughout the Contract Period. 7.2.2 The Contractor shall witness and document the testing and commissioning of new assets and shall develop and manage the process for adding new assets to the Contract Asset Register and Annual Planned Maintenance Schedule within 2 weeks of the change occurring. 7.2.3 The Contractor shall ensure that the Contract Asset Register is maintained in accordance with Appendix 2 Mobilisation requirements, clauses 1.4.3 and 1.4.4. 26
7.2.4 Annually 1 month before the anniversary of the starting date, the Contractor shall review and submit an updated and revised Contract Asset Register to the Employer, taking account of any and all changes to the Premises including, but not limited to, changes to the Service Matrix, acquisitions and disposals of Premises, additions and disposals of the assets, warranties and maintenance records within the previous year. 7.3 Asset Changes 7.3.1 The Contractor shall manage the Contract Asset Register, and update the Contract Asset Register upon a change of assets. Any additional assets added to the Premises by the Employer shall be maintained by the Contractor subject to the agreement of a compensation event submitted by the Contractor. 7.3.2 The Contractor shall act as managing agent for assets under warranty and on expiry of such warranty the Contractor shall ensure the asset(s) are added to the Contractor s maintenance programme subject to the agreement of a compensation event (if applicable) submitted by the Contractor to the Employer. The Employer shall issue the Contractor with all necessary warranties to facilitate this provision. 7.4 Availability and Environmental Conditions 7.4.1 The Contractor shall maintain all assets to minimise downtime and disruption to the Employer s business. In particular, the Contractor shall ensure that the following experience no unplanned downtime:- a. Uninterruptable Power Supply Systems b. Critical Assets 7.4.2 The Contractor shall ensure that the required environmental conditions of the following continually meet the Employer requirements:- a. UPS and Battery Rooms b. Server Rooms 7.5 Annual Maintenance Planning 7.5.1 The Contractor shall update and issue for the Employer s approval the Annual Planned Maintenance Schedule for all Premises no less than 30 calendar days prior to the anniversary of the starting date. 7.5.2 The Employer shall provide any comments or feedback on the Annual Planned Maintenance Schedule to the Contractor within 30 calendar days. 7.5.3 The Contractor shall make the Annual Planned Maintenance Schedule available to the Employer for inspection by himself or a third party appointed by the Employer, at any time. 7.5.4 In developing the Annual Planned Maintenance Schedule, the Contractor shall ensure good practice and shall be aligned to the following:- a. SFG20 b. Original Equipment Manufacturer s Recommendations; c. Warranty requirements; d. Relevant maintenance industry guidelines and standards e. British Standards 7.6 Forward Maintenance Planning 7.6.1 The Contractor shall, in conjunction with the Employer, review and develop the Forward Maintenance Plan and submit the first Forward Maintenance Plan to the Employer by no later than two months after the starting date. 7.6.2 The Contractor shall update the Forward Maintenance Plan on a continuous basis, during the Contract Period, and shall submit an up to date copy to the Employer two months prior to each anniversary of the starting date. 27
7.6.3 The Contractor shall include in the Forward Maintenance Plan all:- a. Outstanding reactive maintenance requirements above the Reactive Maintenance Threshold; b. Re-lamping requirements to meet 350-500 lux at desk level; c. Proposed Life-cycle Replacement works; d. The internal painting and decorating programme for the year. This shall include routine and minor painting and decorating required to maintain the appearance of the premises; and e. Other required works which do not appear on the Annual Planned Maintenance Schedule. 7.6.4 The Contractor shall identify the reason for each item appearing on the Forward Maintenance Plan and prioritise each item in terms of:- a. Impact on health & safety; b. Impact on normal use of the Premises; c. Impact on on-going costs of maintenance; d. The business resilience risks to the Employer; and e. Any other relevant criteria. 7.6.5 The Forward Maintenance Plan shall provide indicative costs for each item, broken down into an appropriate level of detail to assist the Employer in planning and budgeting. 7.7 Planned Maintenance Delivery 7.7.1 The Contractor shall deliver planned maintenance in accordance with the Annual Planned Maintenance Schedule. 7.7.2 The Contractor shall notify the Employer s Representative no less than 7 (seven) Days in advance of any proposed changes to the dates or locations of planned maintenance and shall undertake the planned maintenance on the proposed changed date only if approved in advance by the Employer. 7.7.3 If during Planned Maintenance, the Contractor identifies Faults where there is a risk of danger to persons and / or the Affected Property, the Contractor shall make safe immediately and escalate to the Employer according to Agreed Procedures. 7.7.4 The Contractor shall report the hazard to the Employer s Service Manager as soon as practicable but in any case within no more than 2 hours of making safe. 7.8 Reactive Maintenance Delivery 7.8.1 The Contractor shall undertake Reactive Maintenance in accordance with the response and rectification times detailed in Appendix 9 incentive schedule. 7.8.2 The Contractor shall attend the Employer s Premises and Permanently Rectify Faults. The Contractor shall endeavour to Permanently Rectify each Fault during a single Attendance visit but if necessary the Contractor shall make more than one Attendance visit to make safe or Permanently Rectify the Fault up to the value of the Reactive Maintenance Threshold for each Fault of no more than one thousand pounds ( 1,000). 7.8.3 At the end of each Attendance visit the Fault shall be left in a safe condition if it cannot be Permanently Rectified. 7.8.4 Where Reactive Maintenance is identified whose value exceeds the Reactive Maintenance Threshold, the Contractor shall undertake the repairs having first gained the approval of the Employer and having received a Task Order from the Employer, except where failure to carry out the works immediately will, in the reasonable opinion of the Contractor, significantly disrupt the Employer s business or present a health and safety or security risk. 7.8.5 Where there is failure of an access and / or intruder system, the Contractor shall escalate to the Employer s Service Manager to determine appropriate action. 28
7.8.6 If, when undertaking Planned Maintenance the Contractor discovers the need to undertake remedial works which can be undertaken within the value of the Reactive Maintenance Threshold, this shall be treated as a Fault. The Contractor shall report the Fault to the helpdesk and shall attend and Permanently Rectify the Fault. 7.9 Simulated Power Failure Test 7.9.1 The Contractor shall in consultation with the Employer s Service Manager plan, manage and execute one annual black building test as a minimum, to all Premises, with the exception of: a. Premises subjected to another testing regime (e.g. generator testing) 7.9.2 The Contractor shall agree the schedule for each test with the Employer in advance, and update the Employer during each test. 7.9.3 This test shall simulate a power loss to the Premises and shall test the integrity and capability of systems and Equipment associated with maintaining power to the Premises in the event of a power drain or failure, or other event which restricts or prevents the supply of electricity to the Premises. This shall include all and any tenant areas unless instructed otherwise by the Employer. 7.9.4 Wherever practical, the Contractor shall co-ordinate critical maintenance activities with the simulated power failure tests, to minimise the number of power interruptions experienced at the Premises. 7.9.5 The Contractor shall present the findings of each test to the Employer in full in a format to be agreed with the Employer, no later than two days after the test has come to an end. 7.9.6 The Contractor shall attend where requested, a review meeting with the Employer to discuss the findings of the report. The Contractor shall advise and assist the Employer with any resultant actions that are deemed necessary from the findings of the test report. 7.9.7 The Contractor shall carry out any activities required as a result of each test as part of the delivery of the planned maintenance regime wherever reasonably possible. 7.10 Portable Appliance Testing 7.10.1 The Contractor shall provide a planned schedule of testing to ensure that all portable appliances are safe for use in accordance with the agreed frequency schedule. 7.10.2 The frequency of testing shall be dictated by the Equipment type and industry best practice and shall be detailed on the register against each asset. 7.10.3 The Contractor shall prepare a full register of all assets that require portable appliance testing during the Mobilisation period and maintain it thereafter. The Contractor shall check the accuracy of any legacy asset register. 7.11 Fire Alarm Testing 7.11.1 The Contractor shall carry out weekly fire alarm testing at the same time each week, at a time to be agreed with the Employer, unless instructed otherwise. The weekly test regime shall include activation of the fire alarm sounders to an audible level. Silent testing shall not be acceptable unless expressly requested by the Employer. 7.11.2 The Contractor shall carry out annual testing of all call points and smoke detectors. 7.11.3 The Contractor shall provide professional services in full support of the maintenance and implementation of the Employer s arrangements for managing fire safety. the services include but are not limited to; a. Maintaining and implementing the emergency evacuation procedure; 29
b. Maintain adequate numbers of trained individuals who can fulfil the roles of Building Coordinators and Incident Controller within the procedure; c. Testing and maintenance of the fire alarm system, and associated fire safety devices/equipment; d. Maintenance of the fire safety log books; e. Applying good Change Management procedure to any planned changes which will impact upon existing fire safety provisions; f. Maintaining and updating existing site drawings which pertain to fire safety; and g. Maintaining and updating existing site signage which pertains to fire safety. 7.12 Re-lamping 7.12.1 The Contractor shall clean, maintain and replace all luminaires and light fittings including standing lamps throughout the Premises to ensure optimum performance and to maintain the aesthetics of the Premises. 7.12.2 The Contractor shall make his own assessment of the most economical re-lamping strategy, whilst ensuring the required performance outputs are met. 7.13 Signage 7.13.1 The Contractor shall maintain, clean and repair (including replacement of lamps) all illuminated and branded signage on the Premises (including, but not limited to, signage on meeting room doors and surrounds, door entry/no entry signs, door signs such as business centres and zoning signs etc.). 7.13.2 The Contractor shall maintain and repair all existing health & safety related signage in the Premises and advise the Employer of any deficiencies in their health and safety signage. 7.13.3 The Contractor shall provide a quotation for any replacement of illuminated and branded signage as a Pass Through Cost. 7.14 Critical Maintenance 7.14.1 The Contractor shall monitor in real time and manage the electrical and environmental infrastructure demand and capacity to maintain a balanced and stable infrastructure with assets operating at optimum performance. 7.14.2 The Contractor shall manage and maintain an inventory of Class 1 spare parts and consumables required to ensure the continued operation of Critical assets. 7.14.3 Existing Class 1 critical parts will be transferred to the Contractor for inventory control. 7.14.4 The Contractor shall monitor all automated alarms. 7.14.5 The Contractor shall immediately escalate all alarm activations or other performance abnormalities to the Employer s Staff as per the agreed procedures. 7.14.6 For the avoidance of doubt critical areas and assets include: a. Library archive b. Switch rooms c. Fire alarm systems d. BMS systems 7.15 Capacity Planning & Reporting 7.15.1 The Contractor shall collect and analyse a range of data relating to the operation, performance and capacity of Assets (at component level where required) in Critical Areas. 30
7.15.2 The Contractor shall provide within the Service Delivery Report and as a separate report to the Employer Staff, an update on the electrical and environmental infrastructure demand & capacity at Critical Areas. 7.15.3 The Contractor shall ensure that Critical Area reporting as a minimum:- a. Reflects current conditions; b. Includes changes occurring during the reporting period; c. Reflects demand forecasting needs; and d. Identifies risks presented by assets nearing end of life. 7.16 Planned Downtime or Risk Reports 7.16.1 The Contractor shall notify the Employer no less than 21 days in advance of any and all operations and maintenance activities which have the potential to present an increased risk (e.g. loss of redundancy) to the Employer s normal operations in Critical Premises. 7.16.2 The Contractor shall, as part of his communications, provide as a minimum:- a. Contact details; b. Detailed method statements; c. Assets or the Employer Equipment affected; and d. Impact risk assessments, mitigation plans and back up strategies. 7.17 Unplanned Outage & Emergencies 7.17.1 The Contractor shall treat unplanned outages and emergencies at Critical Premises with the upmost importance, and work to restore normal service in the shortest possible time. 7.17.2 The Contractor shall provide frequent updates as per the Agreed Procedures to the Employer Staff regarding unplanned outages and emergencies detailing as a minimum:- a. Description of the problem or Asset failure; b. Impact of the problem or Asset failure; and c. The expected time to restoration of normal service. 7.17.3 The Contractor shall, following any unplanned outage or emergency at Critical Premises, initiate a root-cause analysis and report to the Employer findings and recommendations from the investigation. 7.18 Support to External Contractors 7.18.1 The Contractor shall provide support to Works Projects or Premises Change Projects delivered by 3rd party Contractors. 7.18.2 The Contractor shall attend pre-commencement meetings for refurbishment works and shall liaise with other Contractors. On completion of works the Contractor shall attend handover meetings for project works to be briefed in the operation of new installations by third party Contractors. 7.18.3 The Contractors activities shall include, but not be limited to:- a. Arming/disarming life safety systems; b. Escorting construction Contractors; c. Bypassing infrastructure components; and d. Training of Contractors regarding risks associated with accidental service interruption. 7.18.4 The Contractor shall ensure that no Equipment failures, downtime or interruptions are caused by the Contractor or their Subcontractors as a result of support activities. 31
8. HARD FM - ENVIRONMENTAL & ENERGY MANAGEMENT 8.1 Scope of Service 8.1.1 The Contractor shall provide Services, which have EN ISO 14001 or equivalent accreditation. 8.1.2 The Contractor shall provide services to support the Employer s Environmental and Energy Policies including:- a. Energy consumption minimisation b. Recording of Meter readings c. EPBD / EPC Reporting d. Carbon Reduction Commitment e. Reporting energy consumption f. Forecasting energy consumption g. Trend analysis and benchmarking h. Identifying opportunities for energy saving i. Recommending energy conservation initiatives 8.2 Energy Management 8.2.1 The Contractor shall ensure all Premises are operated to conserve energy by ensuring all plant and Equipment operates efficiently, optimising performance, managing operating times and set points, and managing the whole Premises to avoid waste. 8.2.2 The Contractor shall support the Employer in complying with its responsibilities under the European Energy Performance of Buildings Directive, and Carbon Reduction Commitment. 8.2.3 The Contractor shall gather data from all energy supply meters, including any localised meters installed as part of the EPBD regulations. The Contractor shall store this data in a format that allows for trend analysis. 8.3 Energy Consumption Analysis and Reporting 8.3.1 The Contractor shall undertake an analysis of annual energy consumption, identifying significant consumption factors at the Premises, and opportunities to improve energy efficiency. The Contractor shall make recommendations to reduce consumption and these recommendations shall be provided with a clear cost benefit analysis. The Contractor shall also review proposals from the Employer as and when requested. 8.3.2 The Contractor shall produce an annual Energy Report summarising energy consumption for each of the Premises for the previous year, forecast consumption for the coming year and identifying opportunities for energy consumption improvement, with the costs and benefits identified. 8.3.3 Where energy consumption improvements are implemented, the Contractor s Energy Report shall contain details of the progress and impact of the initiatives implemented. 8.4 Environmental Compliance 8.4.1 The Contractor shall support the Employer s compliance with all statutory regulations and the Employer s policies including but not limited to:- a. EU F-Gas Regulation No 842/2006. b. Waste management Contractor licences, carrier s licence and disposal records for all hazardous waste. 8.4.2 The Contractor shall implement measures (including a regular fixed schedule of inspections), to detect and repair leaks to reduce the environmental impact and ensure the proper recovery of F Gases. 32
9. SOFT FM - CLEANING 9.1 Scope 9.1.1 The Contractor shall provide a comprehensive, high quality cleaning service throughout the Premises. 9.1.2 The Contractor shall plan, manage and deliver the cleaning services that causes minimal disruption to the Employer s normal business activities, students and personnel. 9.1.3 The Contractor shall take responsibility for cleaning all internal areas including fixtures, fittings, furniture and finishes, to minimise degradation, enhance asset life cycle and ensure the Employer s high standards and image are maintained. The standards of cleaning, as specified below, are to be evident at the start of each Business Day, unless specifically stated otherwise. 9.1.4 The Contractor shall ensure that the offices, classrooms, toilets, shower rooms, kitchenettes, public areas, circulation areas, shower rooms, library, lecture theatres, meeting and conference rooms and all other working areas, furniture, Equipment and floor spaces, are maintained to a high level of general cleanliness and remain presentable and fit for their intended purpose. 9.1.5 The Contractor shall be responsible for monitoring the provision of the services on a daily basis to ensure a high quality service is provided. 9.1.6 The Contractor shall ensure that all cleaning materials, Equipment and machinery are kept secure in the designated storage areas, the availability of which should be discussed before the commencement of the Contract with the Employer. All liabilities and risk remain with the Contractor to ensure the security of all such items. 9.2 Routine Cleaning 9.2.1 The Contractor shall provide routine cleaning of the internal and external areas to the required service standard, described in 9.3 to 9.8. 9.2.2 The Contractor shall monitor the provision of the services on a daily basis to ensure that the cleaning standards are adhered to. 9.3 Cleaning Standard 1 9.3.1 This standard will be applied to the following areas:- a. Secondary stairways b. Goods lifts c. Loading bays d. Entrance areas e. Stores 9.3.2 The Contractor shall maintain a basic standard of cleanliness and appearance at all times in line with the following:- a. All floor surfaces shall be free from debris, clean and dry. Floors shall be safe and not slippery. Particular care is to be exercised when staff are still on the Premises. b. Wet floors shall be sign-posted and trailing cables and open sockets shall be made safe. Surfaces shall be maintained to preserve the existing state of condition and appearance. c. Back stairs including treads, risers, nosings, banisters, balustrades, handrails, ledges and protective wire guards, where present, shall be free from dust and debris. d. No litter or rubbish shall be present and all waste bins and receptacles emptied regularly. 33
9.4 Cleaning Standard 2 9.4.1 This standard will be applied to the following areas:- a. General Office Accommodation b. Teaching Rooms c. Lecture Theatre d. Galleries e. Library f. Archive Areas g. Reading Rooms h. IT suites i. Language Laboratories j. Post Rooms k. Business Centres l. Photocopying Areas m. Gymnasium 9.4.2 A good standard of cleanliness and appearance is required at all times, with evidence of a regular cleaning programme. The following standards are in addition to those contained in Cleaning Standard 1. a. All hard floors, carpets and carpet tiles shall be free from grit, dust and debris with no apparent stains. They shall be clean and dry. All floor coverings shall be cleaned by the manufacturer s recommended methods and recommended intervals using Equipment that maximises the useable life of the floor covering. b. All walls, skirtings, dado-rails, coving, radiators, pipes, vents, grilles, doors, doorframes, fittings and glass panels, window frames and sills shall be free from debris, marks, and dust. They shall be clean and dry with no evidence of residual cleaning agents. In particular, they shall be free from finger marks, verdigris stains, runs, and cobwebs to full height. c. All ceilings, ventilation diffusers and ceiling light fittings shall be free from debris, marks, dust and cobwebs. They shall be dry with no evidence of residual cleaning agents. d. All chairs and soft furnishings shall be clean, dry and free from dust. All work stations, screens, upholstered partitions, bookcases, chairs, shelves, cabinets, tables, pictures and coat racks shall be free from debris, stains, marks and dust. They shall be clean and dry with no evidence of residual cleaning agents. e. All fittings shall be free from dust, marks and smears. Light fittings shall be free from dust. All signage, including emergency signage shall be clean, dry and free of stains, marks and dust. f. All waste receptacles to be emptied daily to ensure they are not overflowing or foul smelling. Bins shall be empty, clean and dry inside and out, bin-liners replaced where necessary and bins placed in their original locations. g. All cleaning methods used shall be of a sufficient quality to meet these standards and to maintain any guarantees. 9.4.3 For the avoidance of doubt, the Contractor is not required to clean catering service areas used by the Employer s catering contractor to prepare food. The Contractor shall clean the refectory and the Staff Common Room dining areas including dining tables and chairs. 9.5 Cleaning Standard 3 9.5.1 This standard will be applied to the following intensively used areas:- a. Welcome / Reception Areas including the Library reception b. Passenger Lifts c. Conference Rooms d. Public Walkways e. Staff Common Room f. Students Union 9.5.2 The Contractor shall ensure that the prestige cleaning standard is evident at all times. 9.5.3 The standards below are in addition to those contained in Cleaning Standards 1 and 2. 34
a. Remove spills from carpets and other floor coverings and treat to minimise damage and reduce the risk of staining. Use only approved specialist materials within any indicated timescales for the removal and treatment of spills. The pile of the carpets in the main traffic areas shall be evenly brushed and opened against the flow of incoming traffic. b. All waste and other rubbish receptacles removed frequently to central rubbish collection/disposal arrangements. c. All fittings are to be well cleaned and cared for. Where applicable, cleaning of surface materials and other items will be undertaken in accordance with the manufacturer s specification. d. Stainless steel surfaces shall be treated with an appropriate cleaning and polishing agent. 9.6 Cleaning Standard 4A Hygiene 9.6.1 This standard will be applied to the following areas:- a. Toilets b. Bath and Shower Rooms c. Kitchenettes d. Vending Areas e. First Aid Rooms 9.6.2 The Contractor shall ensure that the hygiene cleaning standard is evident at all times. 9.6.3 The requirements for these areas will be in addition to those contained in Cleaning Standards 1, 2 and 3. 9.6.4 The Contractor shall ensure that all Equipment and materials used in the cleaning of toilets, bathrooms and shower rooms are identified by colour coding. The Contractor and shall also ensure that all these items are never used outside these areas. a. All sanitary ware, including showers, shower heads, sinks, wash hand basins, baths, WC bowls, seats, covers, hinges, tops, undersides, rims, taps, overflows, outlets, chains, plugs, urinals, brushes, toilet roll holders, feminine hygiene bins, tiled surfaces, vending machines, splash backs, and vanity units shall be free from scum, grease, hair, scale, dust, soil, spillages and removable stains. b. Walls, doors, cubicle partitions, floors and surfaces shall be washed by a disinfectant solution regularly. Mirrors shall be clean and free from smears. c. Soap dispensers shall be filled and operating correctly with clean nozzles, and the external surfaces shall be clean, dry and free from smears. d. All toilets, bathrooms and shower rooms shall be kept fully stocked with supplies and shall be made available at all times. e. Where fitted, towel holders/dispensers shall be clean, dry and free from dust, marks and smears with clean towels fitted and the external surface of hand dryers shall be clean, dry and free from smears. f. Limescale build up shall be removed from taps, shower heads and lavatories at regular intervals. g. The Contractor shall be responsible for the provision, maintenance and refill of air fresheners and water sanitiser units which are to be economically and functionally appropriate to the area in which they are to be utilised, as part of the contract. 9.7 Feminine Hygiene 9.7.1 The Contractor shall provide and maintain feminine hygiene bins, ensuring these are regularly emptied in order to prevent bins overflowing or becoming foul smelling. 9.7.2 The Contractor shall provide, maintain and ensure feminine hygiene vending machines are stocked at all times. 9.7.3 The Contractor shall ensure that all vending machine or product faults are rectified within the specified service levels. 35
9.8 Cleaning Standard 4B Hygiene 9.8.1 This standard will be applied to the following areas:- a. Staff Kitchenettes b. Eating Areas 9.8.2 In addition to Cleaning Standard 2, floors, walls and work surfaces shall be disinfected. The cleaning of main kitchens is not included within the scope of this specification. Cleaning of adjoining restaurants and all staff kitchenettes and refreshment points is the responsibility of the Contractor. 9.8.3 For the avoidance of doubt, the Contractor s periodic fridge cleaning regime service is required only for fridges in staff kitchenettes and refreshment points. 9.9 Periodic & Specialist Cleaning 9.9.1 Periodic cleaning of the internal and external areas shall reflect the required Cleaning Standards described in Section 9.3 to 9.8. The Contractor shall provide a programme for the periodic and specialist cleaning activities to the Employer for approval. This programme will be discussed during the periodic progress meetings and revised when necessary. The Contractor shall take responsibility for ensuring the Employer Staff are informed prior to carrying out periodic cleaning activities. 9.9.2 The following cleaning standards apply to the periodic cleaning activities: a. All furniture, fixtures and fittings are to be deep cleaned to ensure that they are free of dust, marks and stains. b. Walls, ceilings, ventilation diffusers and ceiling light fittings shall be deep cleaned at an appropriate interval to ensure that they are free of marks, stains, dust and smears. c. All carpets, carpet tiles, and hard floor coverings shall be deep cleaned in accordance with manufacturer s recommendations and good industry practice. d. All dust, dirt, stains and soiling is to be removed from window blinds and curtains. In the event that the blinds are unstrung during cleaning they shall be restrung, and when curtains are removed from rails they shall be rehung. e. Dust mats shall be free of grit, dust and debris. All dust mats shall be clean and dry. f. All toilet and other sanitary areas shall be deep cleaned to ensure the areas are disinfected and free from dust, grime, hair, scum, limescale, marks and smears. The areas shall be dry and clean and no residue of cleaning agent shall be present. 9.10 External Cleaning Entrance Areas 9.10.1 The required service standard is to be evident before the start of each Business Day and this standard shall be maintained during the Business Day. The following standard shall apply: a. All entrances to the premises shall be maintained so that no debris, litter, cigarette ends, chewing gum, dirt, bodily fluids, spillages or stains are apparent after cleaning. Disinfectant may be used where appropriate. (For the avoidance of doubt, the cleaning of all car parks, paving, paths, steps, ramps, walkways, terraces, ledges, fixed seating, lighting columns and bollards and the outside premises is included in the grounds maintenance specification). b. All external waste bins shall be kept clean emptied to central rubbish collection/disposal arrangements and replaced by the Contractor in their original locations. 9.11 Exterior Cleaning Building Fabric 9.11.1 The Contractor will be responsible for the cleaning of all external building fabric including, but not limited to cladding, louvres and canopies. a. The Contractor shall operate a regular external cleaning programme, using the appropriate Equipment at all times; 36
b. The Contractor shall ensure that all products used for the cleaning of cladding and louvres are suitable for the purpose so as not to cause any damage to the finishes. The cleaning methods will comply with any manufacturer s recommendation for the cleaning of the external building fabric. c. The Contractor shall ensure that all bird debris on external building elevations / decking areas is removed without damaging the building fabric. 9.12 Reactive Cleaning 9.12.1 The Contractor shall provide a reactive cleaning service to maintain the full and safe use of the Premises. Reactive cleaning tasks can include, but are not limited to:- a. Responding to spillages; b. Replenishing consumables; and c. Monitoring the cleanliness of the sanitary facilities. 9.12.2 All requests for reactive cleaning shall be made via the Contractor s Helpdesk. 9.13 Barrier Mats 9.13.1 The Contractor shall provide all barrier mats and shall ensure that all barrier matting is well maintained and kept clean. There shall be no accumulation of dirt on the mat, around the edges of the mat or underneath in the mat well to meet Cleaning Standard 2. 9.14 Consumables 9.14.1 The Contractor shall provide the following consumables and ensure that washrooms and kitchenettes are fully stocked at the start of Core Business Hours each Business Day:- a. Paper Towels b. Roller Towels c. Toilet Rolls d. Soap e. Bin Liners f. Air fresheners (and associated batteries) g. Washing up Liquid 9.14.2 The Contractor shall manage the stock levels of these consumables to ensure availability at all times. 9.14.3 The Contractor shall ensure consumables are of an appropriate quality standard to reflect the nature of the Premises. 9.15 Core External and Internal Window Cleaning 9.15.1 The Contractor shall clean both sides of all internal and external glazing. 9.15.2 The table below indicates the required frequencies per Premises type: a. Main Entrances & Reception Areas Daily internal and External b. All Other 6 Monthly (Internal & External, Including External Signage) c. Internal Glazing i.e. glass partitions & walls - Monthly 9.15.3 The following cleaning standard shall be applied: a. All floors and furniture are to be adequately protected before the commencement of work. b. All glazing throughout the Premises shall be cleaned. Glass shall mean both sides of glass of every description, including, but not limited to, internal partition glazing, display case (external surface only) and panel glazing, glass balustrades, exterior glazing and exterior windows. c. The Contractor shall leave glazing clean, dry and free from smears. There shall be no evidence of run marks, verdigris, stains or finger marks on glass, window ledges, sills, paintwork or surrounds. 37
d. Adjacent surfaces, including sills, mullions, frames and structural parts associated with the glass, shall also be left free from liquid spillage, smears and cleaning marks. e. The Contractor shall ensure that any cleaning access Equipment is in proper working order. Where such Equipment is not provided by the Employer or available on site the Contractor shall provide the specialist access Equipment. The cost of providing such access Equipment shall be included within the Fixed Price. 9.16 Additional Window Cleaning 9.16.1 When requested by the Employer (through the provision of a Task Order) the Contractor shall carry out window cleaning in addition to the frequencies indicated in 9.15. All additional cleans shall satisfy the requirements of 9.15.3 9.17 Graffiti & Stain Removal 9.17.1 The Contractor shall provide a service for the removal of staining from building fabric as caused by atmospheric pollution, accidental spillage of material and graffiti. 9.17.2 The cleaning method and materials applied shall be appropriate to the location, and shall ensure that the building fabric is not adversely affected. 9.18 Communication & Equipment Rooms 9.18.1 Cleaning of these areas will be by arrangement (twice per year). Where communication and Equipment rooms are required to be cleaned, Cleaning Standard 2 and the following additional cleaning requirements shall be applied: a. These areas shall be free from accumulated dust. b. Where possible, items of furniture that are removable are not to be cleaned within the area. They are to be removed, cleaned outside the area and returned in a clean, antistatic state. c. The use of brushes and brooms is expressly forbidden within server rooms; suction cleaners when used shall conform in full with British Standard BS 5415 parts 1 & 2 or its national equivalent. All non-computer Equipment and furniture shall be suction cleaned free from accumulated dust and left free from grease and smears. Switch areas at the front of tape units or disk drives shall not be dusted. d. Dusters shall be of chemically impregnated or other approved dust-absorbent type, except where used for dry polishing of glass when they shall be lint-free, and they shall be changed at frequent intervals before they have become fully charged with dust. The use of water for cleaning in these areas is forbidden. 9.18.2 Under no circumstances shall any computer or computer related Equipment be touched, moved, or disturbed in any way. The Contractor shall ensure that only the correct power sockets are used for cleaning Equipment and not those specifically dedicated for computer use. 9.19 Desk Clearances 9.19.1 The Contractor shall be required to liaise with the Employer in the development and introduction a Clear Desk Policy and in particular in respect to the Library. 9.20 Telephone Sanitising Service 9.20.1 The Contractor shall ensure that telephone sanitising is undertaken on a monthly basis and carried out at a time agreed with the Employer. This may be outside business hours. 9.21 SOAS Library Cleaning 9.21.1 The Contractor shall carry out cleaning to SOAS Library in accordance with the standards in clauses 9.4 to 9.20 of the Specification. The Contractor shall note that the Library is open seven (7) days a week and is heavily utilised during hours of operation. Opening times are indicated in the table below: 38
Day of the Week Term Time (mid September to mid June) Summer opening hours (mid June to mid September) Monday to Friday 09:00-23.30 09:00-21:00 Saturday & Sunday 10:30-23:30 10.30-21:00 9.21.2 In addition to clauses 9.4 to 9.20 the Contractor shall ensure that Library shelves are free from debris, marks, and dust at all times. Shelves shall be dry cleaned with no evidence of residual cleaning agents. In particular, shelves shall be free from dust, and cobwebs to full height. 9.21.3 The Contractor shall, in consultation with the Employer, carry out an annual deep clean of Library shelves to full height during the summer period. The Contractor shall remove books, dust shelves and replace books to the exact location. 9.21.4 Due to the significant usage of the Library the Contractor shall deep clean all carpets, carpet tiles, and hard floor coverings in accordance with manufacturer s recommendations and good industry practice at least twice a year. 9.21.5 The Contractor shall deep clean Group study spaces white boards once a term. 9.21.6 The Contractor shall ensure that washrooms are periodically checked and replenished until Library closure Monday through to Sunday. 9.22 Control of Substances Hazardous to Health (COSHH) 9.22.1 No chemical cleaning agent etc. shall be delivered to the premises unless the Contractor has in their possession full manufacturer's literature, information etc. to ensure full compliance with COSHH Regulations. 9.22.2 Before the Contract starts, and at any time subsequently, should the Contractor change products to be used on the premises, the Contractor shall provide to the Employer with all information that is necessary to ensure full compliance with the COSHH Regulations. 9.22.3 The Contractor is responsible for ensuring that they fully comply with COSHH Regulations in the performance of this Contract. 9.22.4 The Contractor shall ensure that all cleaning materials, Equipment and machinery are kept secure in the designated storage areas, the availability of which should be discussed before the commencement of the Contract with the Employer. All liabilities and risk remain with the Contractor to ensure the security of all such items. 39
10. SOFT FM - SECURITY 10.1 Security Risk Assessments 10.1.1 The Contractor shall carry out security risk assessments at each of the Premises on an annual basis, and report the findings and recommendations to the Employer. 10.2 Guarding 10.2.1 The Contractor shall provide high quality security Services that fully recognise the importance of the Contractor s role in supporting the health, safety and welfare of the Employer s students and staff. 10.2.2 The Contractor shall plan, manage and deliver a comprehensive manned security services to BS7499 standards that provides adequate protection for all employees, visitors, students, suppliers and assets against attack, theft, vandalism, disclosure, damage, injury, corruption or non-availability whether by deliberate or accidental means and that complies with all statutory and HSE requirements. The Contractor shall liaise as necessary with the security staff of other institutions (including but not limited to the University of London, Birkbeck College and University College London) in the delivery of the Services. 10.2.3 The Contractor shall provide security guards at the Premises to:- a. Protect the safety and security of the Premises and its occupants; b. Control access and ensure no unauthorised persons are on the Premises; c. Provide a professional meet & greet service; d. Assist visitors and staff (where appropriate) according to security procedures; e. Control access to car parking on the Premises during events; f. Provide an incident response service and take measures to secure the Premises; g. Prevent damage to, and loss from, the Premises through fire, flood or vandalism; h. Escort emergency services and 3rd party Contractor s as required; i. Provide a lost property management service; and j. General reception duties. 10.2.4 The Contractor shall provide security guards that are well presented (wearing the uniform agreed with the Employer), professional and tactful in demeanour at all times. 10.2.5 The Contractor shall ensure security operatives, managers and other services personnel as appropriate are licensed in accordance with SIA requirements and are first aid and fire marshal trained. The Contractor shall provide security operatives with a Door Supervision licence (issued by the SIA) for all staff who shall deliver the security Services in the Employer s Students Union Bar. 10.2.6 The Contractor shall provide a full-time Security Manager and adequate levels of supervision to manage the specified services. 10.2.7 The Contractor shall provide physical security guard presence as follows:- Monday - Friday No. of guards on site at any one time Saturday No. of guards on site at any one time Sunday No. of guards on site at any one time College Building 08:00-0000 2 08:00-00:00 2 08:00-00:00 2 Brunei Gallery 08:00-00:00 2 08:00-18:00 2 08:00-00:00 2 21-22 Russell Square 08:00 23:00 1 09:00-18:00 1 n/a n/a Library - Term Time 08:45-19:45 1 10:00-23:30 3 10:00 23:30 3 40
Library Term Time 19:45-23:30 3 n/a n/a n/a n/a Library Summer Opening 08:45-19:45 1 10:00-21:30 3 10:00 21:30 3 Library Summer Opening 16:45-21:00 2 n/a n/a n/a n/a Faber Building 08:00 23:00 1 09:00-18:00 1 n/a n/a 53 Gordon Square 08:00 00:00 1 08:00 00:00 1 08:00 00:00 1 Senate House North Block 08:00-00:00 2 08:00 00:00 2 08:00 00:00 2 Internal Patrolling 17:00 00:00 1 17:00-00:00 1 17:000-00:00 1 10.2.8 The Contractor shall carry out internal and external deterrence patrols (during each shift according to a timetable and a set of minimum points/areas to be covered as agreed with the Employer. These shall include but not be restricted to:- a. Internal Patrols: All floors to include toilet and visual check of plant room areas; b. External Patrols: Perimeter patrol. c. Snap Patrols: To be completed on a random basis throughout each shift. 10.2.9 The Contractor shall carry no fewer than 4 patrols per shift (assumed day/night shift) of at least 1hour duration, each conducted at random times and routes and enhanced as requested by the Employer based on levels of Security Alert. 10.2.10 When on patrol, the Contractor s guards shall, in particular, identify possible threats to the security of the Premises or its occupants and respond appropriately to the following:- a. Internal lights left on; b. Faulty external lighting; c. Open or unlocked doors and windows; d. Signs of forced entry and broken glass; e. Faulty or tampered locks; f. Broken gates or perimeter fencing; g. Suspect persons, packages, objects and vehicles. 10.2.11 When on patrol, the Contractor s guards shall pro-actively identify any maintenance issues and report them to the Helpdesk; such issues to include but not be limited to:- a. Building fabric damage, graffiti or vandalism; b. Pavement Faults, loose or dangerous masonry, overflows running from, or inside, the building; c. Flooring damage/trip hazards; d. Breakages; e. Signs of leakage from roofs or pipes such as water staining, 10.2.12 The Contractor shall keep daily records of all guarding activity, including electronic patrolling records where systems are in place to do so. 10.2.13 The Contractor shall report all security incidents (including issues which could have led to security breaches) to the Employer and/or the emergency services as appropriate. 10.3 The Library 10.3.1 The Contractor shall provide guards dedicated to managing the security of the Employer s library. 10.3.2 The Contractor shall ensure that guards are familiar with the Employer s library policies and procedures including but not limited to:- a. Closing announcements b. Logging of Library card incidents c. Use of self-service machines 41
10.4 Scheduled Guarding 10.4.1 The Employer holds regular events (in particular during term times). During such events the Contractor shall be required to provide additional security guarding at the following locations:- a. Brunei Gallery b. Senate House North Block c. Students Union in the College Building d. The Library (when Library staff team meetings are held) 10.4.2 Upon receipt of 48 hours notice or less the Contractor shall provide security guards at the Premises as requested by the Employer from time to time and in accordance with the schedule of rates set out in the Price Book. Wherever possible the Employer shall endeavour to provide 48hrs notice, however this may not always be possible. 10.5 Unscheduled Guarding 10.5.1 The Contractor shall monitor and provide an immediate response and additional guarding resources in the event of demonstrations. 10.6 Keys, Passes, and Cards Management 10.6.1 The Employer produces/programmes all passes and/or cards used on the Premises by staff or 3rd Parties for access. 10.6.2 The Contractor shall issue such passes on an ad hoc basis at the request of the Employer. 10.6.3 The Contractor shall ensure all keys, security passes and cards under their control are accounted for, and record all requests for permanent, temporary and replacement issue. 10.6.4 The Contractor shall securely store and manage the issue and control of all:- a. Access keys/cards for the Premises (internal and external); and b. Alarm system codes for the Premises. 10.6.5 The Contractor shall ensure keys are kept in a secure box with no openly identifiable markings on them. The key list shall be kept separate from the key box. 10.6.6 The Contractor shall ensure that all keys are logged in and out and a check is made and documented to account for all keys at the end of each shift. 10.6.7 Key control shall be audited regularly by the Contractor and shall include cabinet keys. 10.6.8 The Contractor shall ensure that no keys are issued to students (Student café staff, however, are exempt from this rule). 10.6.9 The Contractor shall ensure that any lost or stolen keys are reported immediately to the Employer in the form of an incident report. 10.6.10 There are varying levels of key processing and issuing through all sites and it is vital that specific procedures are followed. The basic premise of key issuing which shall be followed by the Contractor is the same at each site: KEY REQUESTED FROM SECURE HOLDING KEY SIGNED OUT FROM STORAGE TO INDIVIDUAL KEY RECORDED IN APPROPRIATE LOG KEY RETURNED FROM INDIVIDUAL TO SECURE HOLDING KEY LOGGED BACK INTO STORAGE AND RECORDED AS RETURNED 42
10.7 Locking and unlocking 10.7.1 The Contractor shall lock and unlock the Premises, ensuring that no persons remain in the Premises prior to locking, and that Agreed Procedures are adhered to. 10.7.2 The Contractor shall set the Employer s intruder alarms and monitor the alarms (from Brunei Gallery) and respond to any activation. 10.8 Locksmith Services 10.8.1 The Contractor shall maintain existing locks at the premises, repair existing locks and install new or replacement locks. 10.8.2 The Contractor shall provide new keys when instructed (in the form of a Task Order) by the Service Manager. 10.8.3 The Contractor shall in consultation with the Employer develop and implement an approval process for the replacement of locks. 10.9 Incident Response 10.9.1 The Contractor (as key holder) shall provide an incident response service to the Premises, in response to unforeseen incidents including but not limited to:- a. Alarm activations (Fire, Security, Fail to Close); b. Lift Entrapments; c. Incidents which compromise the security of the Premises or the Employer staff or visitors; d. Provision of access for the Employer or 3rd Parties; e. Which otherwise require the presence of security guards. 10.9.2 The Contractor shall liaise with the Employer and/or the emergency services as appropriate and ensure security cover remains at the Premises until such time that the incident is resolved, and the Contractor has undertaken any repairs required to secure the Premises. 10.9.3 The Contractor shall include full details of each occurrence of the incident response service being initiated within the monthly report, including reasons for alarm activations and any recommendations. 10.10 CCTV Monitoring & Recording 10.10.1 The Contractor shall non-statically monitor and manage the Employer s CCTV and Recording Equipment. For the avoidance of doubt the Contractor is not required to statically monitor CCTV. 10.10.2 The Contractor shall ensure that CCTV Equipment is operated in a manner that maximises the opportunity to identify and where possible, prevent security incidents, and ultimately support the identification / prosecution of individuals involved (within the limitations of installed Equipment). 10.10.3 The Contractor shall hold all CCTV recordings safely and securely for a minimum of 30 days and all such recordings shall be made available to the Employer or the emergency services immediately upon request. 10.10.4 During instances of CCTV Equipment failure, the Contractor shall ensure adequate personnel are deployed to maintain security levels. 10.10.5 The Contractor shall despatch the incident response service where alarms are triggered. 43
10.11 Out of Hours Access Control 10.11.1 The Contractor shall manage bookings for access requests to the Premises, and shall provide access to the Premises using the access control systems. 10.11.2 The Contractor shall only provide out of hours access to visitors who have pre-booked the access request with the Contractor, and shall contact the Employer for instructions where no pre-booking has been made. 44
11. SOFT FM - RECEPTION & CUSTOMER SERVICES 11.1 Reception Services 11.1.1 The Contractor shall provide reception services ensuring that visitors are given a good quality, enjoyable and positive impression of the Employer during the Employer s operating hours. Monday - Friday Receptionist present at any one time Saturday Receptionist present at any one time College Building 07:30-21:30 2 08:00-16:00 1 Senate House North Block 07:30 21:30 1 08:00 17:00 1 11.1.2 The Employer holds regular events (in particular during term time) and the Contractor shall be required to provide additional reception services from time to time at the following locations:- a. Brunei Gallery b. Senate House North Block c. Students Union in the College Building 11.1.3 The Contractor shall operate the Employer s visitor management system, to enhance and personalise the greetings provided to visitors. The Contractor s reception staff shall meet and greet all visitors to the Premises in a friendly and polite manner and ensure that their entry into the Premises is as smooth as possible, whilst complying with procedural and security requirements. 11.1.4 The Contractor s staff shall be trained to recognise the senior Employer executives, the key Employer clients or other important regular visitors to the Employer s Premises. 11.1.5 Upon receipt of 24 hours notice, the Contractor shall respond to requests from the Employer to increase the service provision, in terms of staffing and the specific duties to be performed. 11.1.6 All Reception staff shall be trained in basic Health & Safety matters. 11.2 Telephony Services 11.2.1 The Contractor shall operate the Employer s (Cisco) switchboard between 09:00 and 17:00 Monday to Friday, excluding public holidays, by means of suitably trained and qualified Services Personnel and in accordance with the Employer s policies and procedures. 11.2.2 The Contractor shall ensure that all phone calls received are answered within 30 seconds. 11.2.3 The Contractor shall report faults to the FM Helpdesk if malfunctions occur. 11.2.4 The Contractor shall provide call routing and enquiries service for end-users switchboard services. 11.3 Visitor Passes 11.3.1 The Contractor shall issue visitor passes to all:- a. Visitors with a verified appointment; b. Visitors who are validated by the appropriate the Employer member of staff; c. Members of the Employer staff from other Premises; and 45
d. Members of the Employer staff who have lost or forgotten their permanent passes, (where their identity is verified through agreed procedures). 11.3.2 The Contractor shall ensure that no visitors are provided access to the Premises without being accompanied by an Employer s host. 11.3.3 The Contractor shall ensure that the host for each visitor is advised in a timely fashion of their visitor s arrival, and shall advise visitors of any delays to hosts as appropriate, following agreed procedures in the event that the host cannot be contacted or is available to collect their visitor(s) within 15 minutes. 11.3.4 The Contractor shall minimise the possibility of unauthorised entry by keeping detailed records of visitor passes issued and ensure that all visitors return their passes prior to leaving the Premises. 11.4 Customer Liaison Service 11.4.1 The Contractor shall ensure that common areas, including welcome areas, are regularly monitored to ensure that music, layout and services are appropriate to the desired atmosphere and reflective of the Employer s values and the desired flexible working environment. 46
12. SOFT FM - GROUNDS MAINTENANCE 12.1 Scope of Grounds Maintenance 12.1.1 The Contractor shall provide a comprehensive high quality grounds maintenance service that includes; a. Hard Landscaping Maintenance b. Horticultural Services c. Grass Cutting d. Litter Picking and Leaf Clearance 12.2 Safe Access Routes 12.2.1 The Contractor shall monitor and report unsafe pedestrian and vehicular access to all Premises access roads, pathways and car parks to the Employer as necessary. 12.2.2 During periods of heavy frost or snow, the Contractor shall monitor and report problems to roads, car parks, pathways and entrances to the Employer. The Contractor shall ensure that the Affected Property is not damaged during the clearing of snow and ice. 12.2.3 The Contractor shall apply salt and or grit to steps and entrances within the Employer s boundaries to ensure a safe walking environment. 12.3 Severe Weather Protection 12.3.1 The Contractor shall monitor the potential for severe weather to damage the Premises, and take any required action to minimise this impact, including, but not limited to:- a. The effect of a build-up of snow, ice and icicles from roofs and overhangs; b. The potential for flooding from heavy rains; and c. Any storm damage to trees. 12.4 Hard Landscaping Maintenance 12.4.1 Hard Landscaping Maintenance shall include all external hard surfaces, boundary walls, and other external assets including, but not limited to, the following:- a. Footpaths / road surfaces & drainage / car parking; b. Kerbs, edgings, gullies and pre-formed channels; c. Steps, railings, paving and decking; d. Fences, walls and gates e. Fixed seating, wooden furniture, sculptures etc; f. Bicycle, bus and smoking shelters; g. Lighting columns and lit bollards; 12.4.2 The Contractor shall ensure that, through the provision of a planned and reactive service, all external hard surfaces are:- a. Kept safe, free of Faults and clean and tidy; b. Kept reasonably free of leaves, weeds, moss, lichen or any other plant growth; c. Fences, gates and boundaries are maintained and replaced to deter unauthorised access and to retain the appearance of well-kept facilities. 12.5 Litter Picking and Leaf Clearance 12.5.1 The Contractor shall ensure that steps and entrances areas to the Employer s Premises are maintained free from debris and litter. 47
12.6 Horticultural Services 12.6.1 The Contractor shall maintain the soft landscape at the Premises to provide an attractive and high quality environment, and ensure they are reasonably free of litter, leaves, weeds and any other solid matter and are tidy in appearance. 12.6.2 The Contractor shall maintain all planted areas (including planting beds and containers) to ensure they remain in healthy growth, are weed free, with dead or dying plants removed and replaced as necessary on a like-for-like basis. 12.6.3 The Contractor shall ensure that all planting pots and containers are clean and are replaced when broken, discoloured or untidy in appearance. 12.6.4 The Contractor shall ensure that all trees, shrubs, hedges and other plants are kept to an appropriate height and form ensuring they are safe, do not obstruct windows, CCTV, Signage, and Pathways etc. or adversely impact on surrounding property. 12.6.5 The Contractor shall agree with the Employer in advance all tree surgery works. 12.7 Grass Cutting 12.7.1 The Contractor shall manage the grassed areas to maintain an even, weed free lawn with a close textured sward, and a tidy and attractive appearance. 12.7.2 The Contractor shall ensure that where the grass meets a horizontal surface (path or road) it shall be cut at 90 degrees to the horizontal plane in straight lines and smooth curves as appropriate. 12.7.3 The Contractor shall arrange the grass-cutting regime. The height of the grass shall not exceed 35mm height at any time. 48
13. SOFT FM - INTERNAL PLANTS 13.1 Internal Plants 13.1.1 The Contractor shall maintain a register of all internal plants, both live and artificial, detailing all plant types, locations, and the frequency of planned visits in their Contractor s plan. 13.1.2 The Contract Internal Planting Register shall identify all Internal Plants as a minimum in accordance with the following: a. Premises b. Building c. Floor d. Room e. Location f. Real or Plastic g. Type of Plant 13.1.3 The Contractor shall maintain all plants so as to ensure they remain in healthy growth with an attractive and tidy appearance, being kept to a height and form appropriate for its position with the Premises. 13.1.4 The Contractor shall replace all plants which have died or appear to be dying with a comparable replacement. 13.1.5 The Contractor shall ensure that pots and containers are clean and damaged pots and containers are immediately replaced. 13.1.6 The Contractor shall maintain all artificial plants in a clean and presentable condition, with damaged or broken plants or displays removed and replaced. 13.2 Additional Floral & Planting Displays 13.2.1 The Contractor shall provide additional floral or planting displays as requested by the Employer (through a Task Order), for special occasions and events, including Christmas Trees with lights and decorations at the locations listed in the service matrix from the first week of December each year until the end of the first week of January. 49
14. SOFT FM - PEST CONTROL 14.1 Planned Services 14.1.1 The Contractor shall implement a programme of planned pest control activities in order to keep the Premises free from birds and infestation by insects, rodents, fleas and other pests. 14.1.2 Where feasible, the Contractor shall eradicate all pests from the Premises, and implement a programme of control where this is not possible. 14.1.3 The Contractor shall supply and maintain all measures at the Premises to prevent avian access, such as nets and roosting wires and shall ensure that the Premises are free from excessive build-up of avian fouling. 14.1.4 The Contractor shall provide, within Contractor s plan a full action plan for the entrapment and eradication or prevention of infestations, including the full range of pests likely to be found in the Premises. 14.1.5 The Contractor shall provide the Employer with a written report following each planned pest control visit to the Premises. These shall be dated and shall include but not be limited to: a. A description of pests found in the building and their likely origins; b. Annotated maps, plans or sketches as required; c. The extent and nature of infestations or pest activity; d. Potential risks identified and possible mitigation measures; e. The extent of treatments undertaken; and f. Further action that is required. 14.1.6 The Contractor shall use the most effective and humane methods possible and remove all animal, avian and/or insect corpses immediately upon discovery. 14.2 Reactive Services 14.2.1 The Contractor shall respond to reactive service requests for pest control and shall report findings and outcomes to the Employer, including details of any follow up actions required / recommended. 14.2.2 The Contractor shall undertake follow up actions when requested to do so by the Employer (through a Task Order). 14.2.3 The Contractor may include a routine inspection during an emergency call out only if a routine visit is due and if all inspection points are covered in addition to the emergency work. 50
15. SOFT FM WASTE OPTIONAL SERVICE 15.1 Option to Deliver Waste Management Services 15.1.1 The Employer currently has a waste management contract with SITA. The Contractor shall manage this contract in accordance with Section 18 of this Specification. The contract with SITA expires by no later than February 2018. 15.1.2 The Employer reserves the right to invite the Contractor to deliver the waste management services following termination of the contract with SITA. the services that would be required are set out below. 15.2 Waste Streams 15.2.1 The Contractor shall provide a waste management service for all waste streams including a. General waste b. Recycled waste c. Waste compacting d. Confidential waste e. WEEE (Microwave ovens, fridges, ovens, fans, keyboards, desktop printers, desk lamps, headsets, TV s and monitors etc.) f. Light Tubes; g. Batteries (All types); h. Lead acid; generator, UPS batteries, power plant batteries i. Hazardous (e.g. aerosols, glass, body spillages etc.); j. Clinical; and k. Special Furniture, Events, Project Works, other. 15.2.2 The Employer may reasonably add additional waste streams during the term of the Contract. 15.2.3 The Contractor shall provide waste receptacles appropriate for each waste stream under their control and in support of the waste strategy for each Premises, unless stated otherwise. 15.2.4 The Contractor shall ensure that waste collected by 3rd parties is ready for collection at the appropriate times. 15.3 Waste Management 15.3.1 The Contractor shall pro-actively manage the Employer s waste in accordance with the following waste hierarchy:- a. Prevention and Minimisation b. Reuse c. Recycling d. Energy Recovery e. Disposal 15.3.2 The Contractor shall provide sufficient receptacles and collections to ensure external waste areas remain clean and tidy and both receptacles and waste areas remain presentable, i.e. no overflowing waste and are fit for their intended purpose. 15.3.3 The Contractor shall provide monthly and trend reports on the volumes of waste within each category, or sub-categories (e.g. Cardboard, Glass) of the waste hierarchy, against targets agreed with the Employer. The Contractor shall include within the reports explanations where the Employer s targets are not met, and make recommendations on changes required to improve performance. 51
15.3.4 The Contractor shall provide a waste management service that ensures that the Premises are kept in a clean and tidy state, and do not encourage rodent or other infestations. 15.3.5 The Contractor shall retain records relating to the waste management streams managed under their control. 15.3.6 The Contractor shall communicate with relevant Employer s Staff any proposed changes to waste collection schedules. 15.4 Confidential & WEEE Waste 15.4.1 The Contractor shall ensure that confidential waste is securely handled and disposed of, and that all content is indecipherable following destruction. 15.4.2 The Contractor shall in all instances determine if the Employer require a certificate of destruction, and provide this where necessary. 15.4.3 The Contractor shall notify the Employer of any requests to recycle or dispose of any IT Equipment which may contain confidential or sensitive information such as desktop PC s or laptops. 52
16. SOFT FM BUSINESS SUPPORT SERVICES 16.1 Porters/Messengers 16.1.1 The Contractor shall provide a uniformed porter/messenger service at the Premises during Core Service Hours to facilitate the movement of items (including heavy items) around the Premises. 16.1.2 All internal items (within the same Premises) shall be collected and delivered on the same day where the request is logged with the Contractor s Helpdesk within 2 hours of the expiry of Core Service Hours. 16.1.3 The Contractor shall ensure that porters/messengers obtain appropriate signatures indicating the safe delivery of goods and/or completion of the Service in all instances. 16.2 Printer and Photocopier Paper Delivery 16.2.1 The Contractor shall provide a routine service for the delivery of paper to printers and photocopiers throughout the Premises. 16.3 Furniture Management 16.3.1 The Contractor shall manage a furniture asset register, ensuring that all new furniture delivered to the Premises is discreetly labelled and added to the register. 16.3.2 The Contractor shall be responsible for ensuring the working environment has the correct number / type of furniture as agreed by the Employer. 16.4 Mail Room 16.4.1 The Contractor shall manage the receipt, collection and distribution and dispatch of all incoming, internal and outgoing mail. 16.4.2 The Contractor shall sort all incoming & internal mail to allow for onward distribution to the correct mail points. 16.4.3 The Contractor shall deliver all incoming mail and collect all outgoing mail to/from all mail points in the Premises. 16.4.4 The Contractor shall visit all mail points within the following Service Levels, unless varied locally by agreement with the Employer: a. Mornings: No later than 11.00 b. Early Afternoons: No later than 15.00 16.4.5 The Contractor shall provide a range of outgoing mail solutions including, but not limited to, a. Conventional mail services; b. Special delivery; c. Pre-paid; d. Overseas mail services; and e. Courier services. 16.4.6 The Contractor shall be the interface between customers and all sub-contract and 3rd party outgoing mail providers. 16.4.7 All outgoing mail shall be despatched on the day of collection from mail points or within the required/agreed timescales for non-standard mail. 53
16.4.8 The Contractor shall endeavour to assist the Employer staff with late deliveries and special requests. 16.4.9 The Contractor shall despatch all outgoing mail via second-class unless otherwise marked. 16.4.10 The Contractor shall provide monthly & trend reports identifying as a minimum:- 16.5 Couriers a. Volumes of mail received; b. Volumes and cost of Mail despatched by method and the Employer business unit; and c. Costs reported against the Employer business unit budgets (where required). 16.5.1 The Contractor shall provide a fully traceable & tracked courier service accessible to the Employer staff via the Contractor s Helpdesk. 16.5.2 The Contractor shall:- a. Use the 3rd party courier contracts as directed by the Employer 16.5.3 The Contractor shall undertake annual market tests of his courier services supply chain and report the results to the Employer. 16.5.4 The Contractor shall change courier Contractor(s) either as a result of market tests or at the request of the Employer at any other time. 16.5.5 The Contractor shall offer a full and comprehensive range of courier service levels, including but not limited to:- a. Same day b. Next day c. Timed delivery d. Same day international (Monday to Friday) e. Next day international (Monday to Saturday) 16.5.6 The Contractor shall ensure the courier service is accessible by the Employer staff during the hours of operation, and with consignments collected from any location where a valid instruction is received. 16.5.7 The Contractor shall make collections within 2 hours of booking by the Employer 16.5.8 The Contractor shall agree and publish a schedule of rates, including any surcharges (such as fuel, administration, and additional transit liability insurance) locally at the Premises, including last booking times for each service level. 16.5.9 The Contractor shall identify at the point of booking whether any additional transit liability insurance is required and shall advise the customer of the additional cost. 16.5.10 The Contractor shall deliver electronically to the customer any required documentation for the customer to print off and attach to consignments as necessary. 16.5.11 The Contractor shall ensure that all required documentation (including commercial or proforma invoices) is completed prior to the consignment leaving the Premises. This shall include any dockets and barcodes that the courier driver may need on collection or supply as a receipt. Where this is not available, the courier collecting the packages must leave a receipt/ copy of the consignment note. 16.5.12 The Contractor shall inform the customer of all information required for the tracking/tracing of their consignment. 16.5.13 The Contractor shall provide the Employer with proof of delivery within 2 hours of delivery being made. 54
16.6 Display Board Management / Poster Changes 16.6.1 The Contractor shall ensure that poster changes are completed to agreed timescales as and when requested by the Employer. 16.6.2 The Contractor shall undertake additional poster changes, e.g. business centres, office floor information, toilet areas. 16.6.3 The Contractor may be required to put up additional posters on an ad hoc basis. 16.7 Loading Bay 16.7.1 The Contractor shall manage and control access to the Premises loading bay. 55
17. SOFT FM MEETING, CONFERENCE & CLASSROOM MANAGEMENT 17.1 Room Set Up 17.1.1 The Contractor shall regularly review standard room set-up specifications with the Employer for all classrooms, meeting and conference rooms to ensure that these remain aligned to the Employer s business requirements. 17.1.2 The Contractor shall set up rooms according to the requirements specified by customers at the time of booking, including flipcharts, stationery, furniture, Equipment and the like. The Contractor shall not provide a technical set up service for AV Equipment. 17.1.3 The Contractor shall set up rooms up according to the standard specifications for all room bookings where customers do not request a specified set-up. 17.1.4 The Contractor shall ensure that all pre-booked rooms are clean and tidy, whiteboards are clean and have all specified requirements in place and fully functional. 17.1.5 The Employer shall provide the Contractor with a planned schedule, however this is not always possible and the Contractor shall be expected to undertake set ups at short notice and quick turnaround times. 56
18. 3 RD PARTY MANAGING AGENT 18.1 3 rd Party Contracts 18.1.1 The Contractor shall provide a managing agent service for the following 3rd party contracts held by the Employer, or their replacements:- a. Waste Contract with SITA b. Lift Maintenance Contract(s) c. Lift Insurance Contract(s) 18.1.2 The Contractor shall pro-actively manage each 3 rd party contract in a manner that:- a. Protects the interests of the Employer; b. Ensures a seamless integration/interface with the Contractor s own services; c. Works within the context of the contractual requirements; d. Engenders good working relationships; and e. Ensures delivery of the contractual service performance standards. 18.1.3 The Contractor shall meet with each 3 rd party Contractor on a monthly basis in order to:- a. Review and agree payments in line with the contract; b. Discuss the performance of the Contractor; c. Resolve issues relating to the Contractor s performance; d. Discuss opportunities for improving the service quality and/or cost. 18.1.4 The Contractor shall incorporate management information from the 3rd party contracts within the monthly service delivery report, incorporating all data relevant to the understanding of the services provided including but not limited to:- a. Volumetric data b. Cost data c. Performance data (including audit results) d. Change requests 18.1.5 The Contractor shall validate each 3rd party Contractor s invoices in a timely manner to enable the Employer to pay in accordance with terms and conditions. 18.1.6 The Contractor shall work collaboratively with each 3rd party Contractor to resolve all dayto-day issues, escalating these to the Employer where no direct resolution is possible. 18.1.7 The Contractor shall undertake quarterly audits of each 3 rd party Contractor in order to:- a. Report on compliance with contractual and performance requirements; b. Work with the Contractor to improve service performance; and c. Determine customer satisfaction with the Contractor s performance. 18.1.8 The Contractor shall 9 months prior to the expiry of each 3rd party contract, provide a fully priced business case for incorporating the services provided by the 3rd party Contractor within its own self-delivered or sub-contract delivery solution. 57
19. FM - PROJECTS 19.1 Projects 19.1.1 The Contractor shall support the Employer on a variety of Project based activities across the full range of Services, which may include the delivery of the services outside of Core Service Hours. Projects shall be instructed as Task Orders and shall include:- a. Moves Projects; b. Works Projects; c. Premises Change Projects; d. Events Projects; and e. Condition Survey Projects. 19.2 Projects Estimates and Quotes 19.2.1 The Contractor shall liaise with the Employer to develop Project briefs and / or specifications for Projects as required. 19.2.2 The Contractor shall provide Estimates for Projects as requested by the Employer within 5 working days or as otherwise agreed with the Employer. 19.2.3 The Contractor shall provide detailed Quotations for Projects as requested by the Employer within 10 working days or as otherwise agreed with the Employer. 19.2.4 For avoidance of doubt the schedule rates shall form the process and provision of Quotations and Estimates. 19.3 Complex Projects Estimates and Quotes 19.3.1 The Contractor shall engage specialists as required to support the provision of Estimates and Quotations for more complex Projects. 19.4 Move Management Projects 19.4.1 The Contractor shall design, plan, manage and deliver all aspects of moves within the Premises including but not limited to:- a. Stakeholder Management (Client, Customers, 3rd parties); b. Communications plans; c. Preparation of move plans; d. Porterage (including furniture assembly); e. Provision of / Updating of records (e.g. CAD drawings and asset registers); f. Post move reviews including customer satisfaction surveys. 19.4.2 The Contractor shall provide move management of up to 5 desks or people as a Fixed Cost, and move management of more than 5 desks or people as a Variable Cost based on schedule of rates. 19.5 Works Projects 19.5.1 Works projects may include but will not be limited to: - a. Reactive Maintenance above the Reactive Maintenance Threshold; b. Works included in the Forward Maintenance Programme; 19.5.2 The Contractor shall not carry out Reactive Maintenance above the Reactive Maintenance Threshold without the Employer s approval (and retrospective justification and Quotation). 58
19.5.3 The Contractor shall be given the opportunity to provide Quotations for Works Projects on the Forward Maintenance Programme, and shall be awarded such Works Projects at the absolute discretion of the Employer based on a number of factors:- a. Value for money; and b. The Contractor s previous performance in the delivery of Works Projects. 19.6 Premises Change Projects 19.6.1 The Contractor shall be given the opportunity to provide Quotations for Premises Change Projects. 19.7 Condition Survey Projects 19.7.1 The Contractor shall, when requested by the Employer, undertake condition surveys. On completion of a survey, the Contractor shall produce a condition survey report, which meets as a minimum BMI/RICS Publication S249 1996 (Condition Survey; Legislation; Non- Compliance and Condition Appraisal System) and its subsequent revisions. 19.7.2 As a minimum, a building survey shall include, but not be limited to a condition report on the following aspects: a. Building structure; b. Internal and external building fabric; c. Building services, engineering plant and controls; d. Specialist Equipment and installations; e. Furniture, fixtures and fittings; and f. External, hard & soft landscaping. 19.7.3 The building survey criteria shall include, but not be limited to the following: a. Form of construction, elements and finishes; b. Condition at survey, anticipated repairs and replacement intervals; c. Replacement costs; d. Impact assessment on Forward Maintenance Plan; e. A prioritised schedule based on asset criticality; and f. Statutory and legal requirements relating to the Estate. 19.7.4 Replacement Equipment and systems shall be recommended from a range of options that considers the whole life cost of ownership, with specific consideration to the energy consumption and disposal costs. 19.7.5 The exact scope of information required for the survey is to be agreed with the Employer prior to commencement of the building survey. 19.7.6 The Contractor shall be required to carry out dilapidations surveys when required to support the Employer with acquisitions and disposals of premises. 59
20. FM EVENTS 20.1.1 The Employer holds regular events (in particular during term time). The Employer shall manage events and the Contractor shall provide supplementary services and Equipment including but not limited to:- a. Security / Guarding Services b. Cleaning Services c. Plant and Equipment (such as generators for graduation events) 20.1.2 The Contractor shall liaise with the Employer s stakeholders responsible for managing events from conception through to completion. Events can include but are not limited to: a. Exhibitions and fairs; b. Graduations; c. Conferences; d. Promotions; e. Social events; and f. Filming by third parties. 20.1.3 For events not needing Equipment hire the Employer shall give the Contractor 48hrs notice (through issue of a Task Order) wherever possible. 20.1.4 For events not needing Equipment hire the Contractor shall provide Estimates as requested by the Employer within 24hrs or as otherwise agreed with the Employer. 20.1.5 The Contractor shall provide detailed Quotations for events as requested by the Employer within 10 working days or as otherwise agreed with the Employer. 20.1.6 For the avoidance of doubt Estimates and Quotations shall be priced in accordance with the schedule of rates set out in the Price Book. 60
APPENDIX 2 MOBILISATION REQUIREMENTS 61
CONTENTS 1. APPENDIX 2 MOBILISATION REQUIREMENTS... 63 1.1 MOBILISATION PLAN... 63 1.2 MOBILISATION PLAN IMPLEMENTATION... 64 1.3 SERVICE MATRIX VALIDATION... 64 1.4 INITIAL ASSET REGISTER VALIDATION SURVEY... 64 1.5 CONTRACTOR S PLAN VALIDATION... 65 1.6 HELPDESK & CAFM SYSTEM... 65 1.7 PERFORMANCE & REPORTING... 65 1.8 PLANNED MAINTENANCE... 66 1.9 CRITICAL AREAS & CRITICAL ASSETS MAINTENANCE... 66 1.10 CLEANING... 66 1.11 PEST CONTROL... 66 1.12 SECURITY... 66 1.13 RECEPTION & CUSTOMER SERVICES... 67 1.14 MAIL SERVICES... 67 1.15 MEETING & CONFERENCE ROOM MANAGEMENT... 67 1.16 3RD PARTY MANAGING AGENT... 67 1.17 MILESTONES & ACCEPTANCE TESTS... 67 1.18 COMPLETING ACCEPTANCE TESTS... 68 62
1. APPENDIX 2 MOBILISATION REQUIREMENTS 1.1 Mobilisation Plan 1.1.1 The Contractor will be expected to undertake a two-stage mobilisation as follows:- a) Stage one: During the construction period the Contractor shall familiarize themselves with Senate House North Block with a Final Inspection and Handover from 5th May 2016 in readiness for the starting date of 1st June 2016; b) Stage Two: All other locations starting date of 1st October 2016. 1.1.2 The Contractor shall develop, deliver and manage individual phased mobilisation plans, one for Senate House North Block and one for all other locations. 1.1.3 In respect to Senate House North Block the Contractor shall ensure the following services are delivered as detailed:- a. Full complement of Security guarding and reception services from 1 st June 2016 b. Helpdesk services from 1 st June 2016 c. Ramp up of cleaning, portering, room set-up, pest control and maintenance services in line with building occupation and warranties. d. Business Support Services from 1 October 2016 1.1.4 The Contractor shall review, update and reissue the First Agreed Mobilisation Plan for each phase within two (2) weeks of the commencement of each Mobilisation Period. 1.1.5 The Employer shall provide the Contractor with their comments on the revised First Agreed Mobilisation Plans within one (1) week of receipt. 1.1.6 The Contractor shall incorporate the Employer's comments and shall issue the Final Mobilisation Plans to the Employer within one (1) week of receipt of the Employer's comments. 1.1.7 The Contractor shall pro-actively manage the mobilisation of the services in accordance with the Final Mobilisation Plans, reviewing and updating as a minimum on a weekly basis. 1.1.8 The Final Mobilisation Plans shall include details of, timescales for, and dependencies between all activities including as a minimum: a. A detailed programme for the Mobilisation Period in the form of a Gantt chart; b. Milestone dates up to and including the starting date; c. Descriptions of the roles, responsibilities and contact details of the Contractor s Staff who will implement the Final Mobilisation Plan; d. Provide details of the project management methodology for managing the mobilisation process; e. A risks and issues log which as a minimum includes likelihood, impact, mitigating actions and planned contingency action of anticipated risks and issues for the Mobilisation Period; f. Mobilisation meeting dates; g. HR and resources related issues; h. Operational planning activities; i. IT Systems activities; j. Communications strategy between the Contractor and the Employer; k. Communications strategy between the Contractor and incumbent Contractors; l. Commercial arrangements with the Contractor s supply chain; m. Activities necessary to pass Acceptance Tests and achieve Milestones. 63
1.2 Mobilisation Plan Implementation 1.2.1 The Contractor shall provide an individual (the Mobilisation Manager ) who shall act as the single point of responsibility for the successful mobilisation of the services in accordance with this Appendix 2 and the Final Mobilisation Plans. 1.2.2 The Contractor shall chair mobilisation meetings with the Employer no less than weekly (unless otherwise agreed by the Employer). 1.2.3 Prior to each mobilisation meeting the Contractor shall provide the Employer with a report which shall include as a minimum: a. An updated Final Mobilisation Plan tracking progress against all activities; b. Progress towards Mobilisation Milestone achievement; c. Acceptance Tests undertaken including details of any failure to pass the Acceptance Tests and rectification steps being taken; d. Updated risks and issues register; and e. Such other information as requested by the Employer in writing in advance. 1.2.4 The Contractor shall minute all mobilisation meetings and issue minutes to the Employer within two (2) Business Days of each meeting. 1.3 Service Matrix Validation 1.3.1 The Contractor shall, working with the Employer, validate and update the Initial Service Matrix for each of the Premises. 1.3.2 The Contractor shall four (4) weeks prior to the starting date, submit an Initial Service Matrix validation report to the Employer which shall include as a minimum the following details: a. Executive Summary b. A copy (in Microsoft Excel) of the Contract Service Matrix c. Details of any changes to the Initial Service Matrix d. Detailed analysis of changes to the Fixed Prices arising from agreed changes to the Initial Service Matrix in accordance with Appendix 5 Pricing. 1.4 Initial Asset Register Validation Survey 1.4.1 The Contractor shall undertake an Asset Validation Survey to test the accuracy of the Initial Asset Register ensuring that all Assets at the Premises, within scope of the Contract are identified and entered onto the Contract Asset Register(s). 1.4.2 Prior to commencing the Asset Validation Survey, the Contractor shall discuss and agree with the Employer those Assets or components which the Contractor shall denote as Critical Assets within the Contract Asset Register. 1.4.3 The Contract Asset Register shall identify all Assets as a minimum in accordance with the following location details: a. Premises b. Building c. Floor d. Room e. Location 1.4.4 The Contract Asset Register shall identify the following level of detail as a minimum: a. Unique identifier b. Component c. Asset d. System e. Manufacturer f. Model Number g. Capacity (if applicable) 64
h. Installation Date i. Warranty period (if applicable) j. Condition k. Criticality Asset Allocation l. Description of Criticality m. Discovered Assets 1.4.5 The Contractor shall submit an Asset Validation Survey report to the Employer no later than 2 months after the starting date, which shall include as a minimum the following details: a. Executive Summary b. A copy (in Microsoft Excel) of the Contract Asset Register c. Details of any Discovered Assets d. Detailed analysis of additional costs arising from Discovered Assets in accordance with Appendix 5 Pricing. 1.4.6 The Contractor shall be liable for delivery of planned and reactive maintenance services to all Assets at the Premises from the starting date, even where these were not included on the Initial Asset Register and had not been identified as Discovered Assets as part of the Asset Validation Survey. 1.4.7 At Senate House North Block, the Contractor shall witness the commissioning and testing of M&E plant to enable him to understand the operating requirements of the Assets and to develop an effective maintenance regime. The Contractor shall receive training in the operation of the Assets where this is required. During the commissioning phase, the Contractor shall liaise with the Customer s construction project team and construction contractors, review all relevant documentation (including O&M manuals) and shall report to the Customer any apparent or potential issues or problems with the operation of the Assets that are identified as part of the commissioning process. 1.5 Contractor s plan Validation 1.5.1 Taking into account additional information received and validated during the Mobilisation Period the Contractor shall as required update the First Agreed Contractor s plan (which form a part of the Contract) to create the Contractor s plan. 1.5.2 The Contractor shall issue the Contractor s plan to the Employer by the starting date. 1.6 Helpdesk & CAFM System 1.6.1 The Contractor shall ensure that the Contractor s Staff operating the Helpdesk receive adequate Assignment Instructions and training on the requirements of the Employer Contract. 1.6.2 The Contractor shall ensure that the CAFM system is configured to meet the requirements of Schedule 1 Specification and in accordance with the Contractor s plan. 1.6.3 The Contractor shall run Helpdesk & CAFM operational readiness tests to ensure the robustness of Contractor processes and systems, and shall share the results of such tests with the Employer. 1.6.4 The Contractor shall continue with Helpdesk & CAFM operational readiness tests until such time that the Parties are satisfied that the Helpdesk & CAFM system is ready for the commencement of the Services. 1.6.5 The Contractor shall act as call handler and managing agent for fault notifications arising from any items under warranty / guarantee. 1.7 Performance & Reporting 1.7.1 The Contractor shall review the First Agreed Service Delivery Report and finalise the Service Delivery Report template during the Mobilisation Period and issue to the Employer for review, 30 Business Days prior to the starting date. 65
1.7.2 The Employer shall review the Service Delivery Report template and provide comments within 10 Business Days of receipt. 1.7.3 The Contractor shall incorporate all the Employer's comments into the Service Delivery Report template and shall issue a final template to the Employer no later than 10 Business Days prior to the starting date. 1.8 Planned Maintenance 1.8.1 The Contractor shall prepare for the Employer s approval by the Starting Date the Planned Maintenance Schedule and demonstrate that systems and resources are in place to commence Planned and Reactive Maintenance in accordance with the Schedule. 1.9 Critical Areas & Critical Assets Maintenance 1.9.1 The Contractor shall carry out a vulnerability analysis of all Critical Premises to determine areas of special focus to prevent human error causing loss of service, particularly where interfaces exist between systems that can drop power supplies. 1.9.2 The Contractor shall issue a Critical areas vulnerability report to the Employer 20 Business Days before the Starting Date, incorporating a Risk Register of all issues identified. 1.9.3 The Contractor will review and recommend additions to existing critical parts inventories to minimise downtime. 1.9.4 The Contractor shall agree with the Employer the procedures and contacts for:- a. Escalation of monitored alarms activation and other abnormal Asset performance; b. Communication of operations and planned maintenance activities; c. Planned down time of Assets. 1.10 Cleaning 1.10.1 Agreed Procedures for Cleaning Services shall include but shall be limited to:- a. Waste strategies at each of the Premises; b. Hours of access for window cleaning at each of the Premises; and c. Cleaning Equipment replacement; 1.11 Pest Control 1.11.1 The Contractor shall carry out Pest Risk Assessments on the Premises and develop the Planned Pest Control activity schedule and submit to the Employer for approval by the starting date. 1.12 Security 1.12.1 The Contractor shall undertake Security Risk Assessments at the Premises and submit the results and recommendations to the Employer 15 Business Days prior to the starting date. 1.12.2 The Contractor shall ensure that the risks and issues identified in each Security Risk Assessment are addressed in Agreed Procedures and Assignment Instructions for the Premises. 1.12.3 Agreed Procedures for Security Services shall include but shall not be limited to:- a. Enhanced security requirements for heightened security states; b. Protocols for issue and control of keys, passes and cards; c. Protocols for access control and dealing with unauthorised persons; d. Protocols for remote access control; e. Fixed timings for the locking and unlocking of the Premises; f. Protocols for managing access to loading bays; g. Protocols for searching of personnel; 66
h. Protocols for lost property management; i. Fire, bomb, and terrorist incident evacuation procedures; j. Key contact names and numbers for the Contractor and for the Employer; k. Incident management protocols and escalation processes; and l. Emergency procedures including liaison with emergency services. 1.12.4 Assignment Instructions for Security Services shall include but shall not be limited to:- a. The location of alarm control panels, sensors and smoke cloaks; b. Alarm codes and the operation of alarm systems; c. Entry and exit routes once alarms are set; d. Deterrence patrol frequencies, routes and patrol monitoring points; e. Activity and incident log procedures; f. Other relevant aspects of the security service provision. 1.13 Reception & Customer Services 1.13.1 Agreed Procedures for Reception Services shall include but shall not be limited to:- a. Customer Welcome and Management; b. General Information about the Employer and the Premises; c. Incident Management; d. Emergency evacuation procedures; e. Visitor Management System; and f. Newspapers & Magazines. 1.14 Mail Services 1.14.1 Agreed Procedures for Mail Services shall include but shall not be limited to:- a. Mail collection and delivery points; b. Timing and frequency of Mail collection and delivery; c. Courier Booking; d. Handling of Mail with unidentifiable recipient; e. Tender Documents; and f. Cheque Handling. 1.14.2 Assignment Instructions for Mail Services shall include but shall not be limited to:- a. Mail collection and delivery points. 1.15 Meeting & Conference Room Management 1.15.1 Agreed Procedures for Meeting & Conference Room Management Services shall include but shall not be limited to:- a. Standard room set-up specifications; 1.16 3rd Party Managing Agent 1.16.1 Agreed Procedures for 3 rd Party Managing Agent Services shall include but shall not be limited to:- a. Escalation processes and contacts; and b. Reporting. 1.17 Milestones & Acceptance Tests 1.17.1 The Contractor shall mobilise the services in accordance with the Milestones and Milestone Acceptance Tests as set out in the table below (not necessarily in chronological order or order of importance). 67
1.17.2 The Contractor s progress against Milestones shall be reported and assessed at each mobilisation meeting. Achievement of the Milestones by the Contractor shall be determined by successfully passing the Milestone Acceptance Tests for each Milestone. No. Milestone Name Acceptance Tests 1 Final Mobilisation Plan Compliant Final Mobilisation Plan issued to the Employer; and Acceptance of the Final Mobilisation Plan by the Employer. 2 Initial Service Matrix Validation Compliant Initial Service Matrix validation report issued to the Employer; and Acceptance of the Initial Service Matrix validation report by the Employer. 3 Asset Validation Compliant Asset Validation Survey report issued to The Employer; Compliant Contract Asset Register issued to the Employer; and Acceptance of the Asset Validation Survey & Contract Asset Register by the Employer. 4 Helpdesk & CAFM Evidence of Helpdesk & CAFM operational readiness tests carried out; and Acceptance by the Employer that the Helpdesk & CAFM has passed the operational readiness tests 5 Critical Premises Compliant Critical Premises vulnerability report issued to the Employer. 6 Planned Activities Evidence that 100% of the Contract Asset Register is loaded onto the Contractor s CAFM; and Evidence that all Year 1 Planned Activities are loaded onto Contractor s CAFM. 7 Contractor s plan Compliant updated Contractor s plan issued to the Employer; and Acceptance of the updated Contractor s plan by the Employer. 8 Agreed Procedures & Assignment All required Agreed Procedures have been discussed and documented with the Employer; and Instructions Evidence that all required Assignment Instructions have been issued to Contractor s Staff. 9 Performance & Evidence that all required KPI data capture and reporting Reporting processes are in place; Acceptance by the Employer that the Contractor is capable of full reporting against all KPI s and PI s from the starting date; Compliant Service Delivery Report template issued to the Employer; and Acceptance of the Service Delivery Report template by the Employer. 1.18 Completing Acceptance Tests 1.18.1 When the Contractor considers that he has achieved a Milestone, he shall submit all the relevant evidence of passing the Acceptance Tests to the Employer (the Milestone Evidence ). The Employer shall review the Milestone Evidence and where an Acceptance Test is passed by the Contractor, the Employer shall notify the Contractor in writing. 1.18.2 If in the reasonable opinion of the Employer, the Milestone has not been passed; the Employer shall notify the Contractor in writing describing the elements of the Acceptance Tests that have been passed and the elements of the Acceptance Tests that have failed. The Contractor shall respond in writing within 5 Business Days of such notification setting out the proposed actions they will take and the programme to pass the Acceptance Test. 68
1.18.3 The Employer shall review the Contractor s proposals and shall either confirm their agreement to the Contractor s proposals or notify the Contractor that they do not agree the proposals and the reasons why. The Employer reserves the right to invoke the escalation process set out in Appendix 7 Contract Management, should the Contractor s performance in passing Acceptance Tests not meet the required standard. 1.18.4 If by the starting date the Acceptance Tests for any of the Milestones have not been passed or waived by the Employer, there shall be deemed to be a Contractor default. Without prejudice to any other remedies available to the Employer, the Employer shall at its sole discretion (but following consultation and discussion with the Contractor) be entitled in respect of and as appropriate to such failure, to: a. Delay the starting date in order to grant a further period of time during which the Contractor shall be required to undergo the relevant Acceptance Tests again; or b. Issue a conditional written notification subject to an agreed reduction in the Mobilisation Payment commensurate with the degree of failure to meet the Acceptance Tests; or c. Terminate the Contract under the provisions of the Contract. 1.18.5 If the Employer agrees to delay the starting date and the Contractor still fails to pass the Acceptance Tests by the end of such extended period, the Employer shall be entitled, at the end of that period, to exercise any of the remedies set out in 1.18.4 above. 69
APPENDIX 3 SERVICE MATRIX 70
1. APPENDIX 3 - SERVICE MATRIX 1.1 Initial Service Matrix 1.1.1 The Parties acknowledge that on the date of this Contract they have received a CD- ROM version of the Initial Service Matrix, which has been authenticated by signature of both Parties. 71
APPENDIX 4 CONTRACT EXIT REQUIREMENTS 72
CONTENTS 1. APPENDIX 4 CONTRACT EXIT REQUIREMENTS... 74 1.1 PURPOSE OF THIS APPENDIX... 74 1.2 EXIT & TRANSFER PLAN... 74 1.3 RESPONSIBILITIES OF THE PARTIES... 75 1.4 RESPONSIBILITIES OF THE CONTRACTOR... 76 1.5 RE-PROCUREMENT INFORMATION... 76 1.6 TUPE DATA & TERMS & CONDITIONS OF EMPLOYMENT... 77 73
1. APPENDIX 4 CONTRACT EXIT REQUIREMENTS 1.1 Purpose of this Appendix 1.1.1 The Contractor shall ensure a smooth and effective handover of responsibility for the provision of the services from the Contractor to a replacement Contractor or Contractors whenever the services cease to be provided by the Contractor in accordance with this Contract. 1.1.2 In the event of the termination of the Contract or in the period leading to the expiry and re-procurement of the Contract, the Parties will meet as soon as possible and work together reasonably and in good faith to ensure that an agreed Exit and Transfer Plan is drawn up in accordance with the terms of this Appendix 4 as soon as reasonably practicable. For the avoidance of doubt the obligation on the Contractor to carry out and complete exit and transfer obligations shall subsist beyond an immediate termination of this Contract by The Employer or its expiry and the Contractor shall use all reasonable endeavours to minimise disruption to the Employer during the execution of the Exit and Transfer Plan. 1.1.3 In addition to its obligations under this Appendix 4 the Contractor has obligations in respect of the termination of the contract or expiry of the service period specifically in respect of the transfer of staff as set out in clause 5 of Schedule 11 to the contract. If any of the terms of this Appendix 4 conflict with any of the terms of clause 5 to Schedule 11 to the contract then the terms of clause 5 to Schedule 11 of the contract shall prevail. 1.2 Exit & Transfer Plan 1.2.1 Upon notification by the Employer of the intent to terminate, or a minimum of 9 months prior to Contract expiry, the Contractor shall prepare and deliver to the Employer a draft Exit and Transfer Plan to transfer the services to the Employer or the replacement Contractor(s). The Exit and Transfer Plan shall include but not be limited to: a. The name of the Contractor s Contract Exit Manager who shall manage the Contract exit and execute the Exit and Transfer Plan; b. The methodology and timescales for completion of the contract exit tasks set out in Table 1 of this Appendix; c. The methodology and timescales for ensuring the completeness and accuracy of the Maintenance Records on the expiry of the Contract; d. The process for provision of data to the Employer in accordance with this Appendix; e. A description of the process for transfer of data from the Contractor s CAFM to the Employer s or replacement Contractor(s); and f. The communication protocol to be put in place (if applicable) with a replacement Contractor or Contractors during the Mobilisation Period. 1.2.2 The Employer shall provide the Contractor with the Employer s comments on the draft Exit and Transfer Plan within fourteen (14) Days of the Employer s receipt of the draft Exit and Transfer Plan. The Contractor shall incorporate the comments and suggestions of the Employer and shall issue a revised copy of the final Exit and Transfer Plan to the Employer within fourteen (14) Days of receipt of the Employer s comments. 1.2.3 The Exit and Transfer Plan shall be maintained by the Contractor and made available to the Employer whenever required and shall be subject to such reasonable changes as may be agreed, determined or required by the Employer so as to provide the Employer with maximum flexibility. The Employer and the Contractor shall be obliged to comply with the obligations set out therein. 1.2.4 Table 1 (below) gives an indication of the timescales allocated for activities required during Contract exit. 74
Table 1 Contract Exit Task Assets Provision of a complete and fully up-to-date Asset Register on request by the Employer Archiving Register & Number & Size of Archive Boxes Time (T = Termination or Expiry Date) Anytime Anytime Works and Faults in Progress Provide project plans and programmes for outstanding Works projects. Agree final date for passing of orders to Contractor Provide list of outstanding Works orders from Contractor s order management system Provide a process and timetable for transfer of open Faults to replacement Contractor(s) Provide list of outstanding Faults T 6 Months T 6 Months T 6 Months T 6 Months T 1 Month Staff Transfer Provide final details of staff subject to TUPE transfer in the form of an update of the Re-Procurement Information set out in Appendix A of this Appendix but including the names of the Contractor s Staff Forward terms and conditions of employment to the Employer in the form of an update of the Re- Procurement Information set out in Appendix A of this Appendix T 10 Business Days T 3 Months 1.3 Responsibilities of the Parties 1.3.1 In order to ensure the effective exit from the Contractor s contractual responsibilities, it is imperative that all the affected Parties work together and cooperate fully. For the duration of such exit transition the following will apply: 1.3.2 The Employer and the Contractor shall co-operate and act reasonably with each other and any third parties to ensure that Services are not unduly impacted in the period leading to the expiry and re-procurement of the Contract or following notification of determination by the Employer in accordance with the provisions of this Contract. 75
1.3.3 Appendix 1 - Specification and Appendix 9 Incentive Schedule shall continue in force until expiry or the termination date of this Contract. 1.3.4 Both Parties shall, as a minimum, maintain the same levels of staffing as before notification of Contract expiry or termination. 1.3.5 Both Parties shall ensure that the terms of this Contract are complied with in relation to termination and the consequences of the same. 1.3.6 Both Parties shall review progress against the Exit and Transfer Plan at meetings of Governance Group 1. 1.4 Responsibilities of the Contractor 1.4.1 In order to ensure that the Contract exit is effective and meets the requirements of the Employer, the Contractor shall: 1.4.2 Continue to deliver its obligations in accordance with this Contract and the Contractor s plan. 1.4.3 Continue to publish reports in accordance with this Contract. 1.4.4 Continue to operate the same delivery structure for the duration of the Contract exit period in accordance with the Contractor s plan. 1.4.5 Apply for access to any the Premises in order to remove or de-install Equipment where relevant. Such access will be in accordance with the timescales of the Exit and Transfer Plan and will be in conjunction with the Employer and any relevant replacement Contractor(s) and/or advisors. 1.4.6 Update the Risk Register to reflect the risks associated with the expiry or termination of the Contract. 1.4.7 Provide appropriate handover support to any relevant replacement Contractor(s) and/or advisors, including but not necessarily limited to: timely provision of relevant documentation such as technical specifications, software and documentation, issues logs and such other information as the Employer/replacement Contractor(s) may reasonably require in order to ensure an orderly handover without disruption to the Services. 1.4.8 Facilitate reasonable access to the Premises to any replacement Contractor. 1.4.9 Return all Confidential Information it holds in respect of the Employer upon request. Confidentiality requirements shall survive this Contract. 1.4.10 Ensure that at the end of the Contract Period, a complete set of fully up-to-date Maintenance Records are in place at the Premises in accordance with Appendix 1 - Specification. 1.5 Re-Procurement Information 1.5.1 Prior to formal notice of expiry or termination by the Employer or at any other time, the Contractor shall provide on the request such information as is reasonably necessary for the Employer to run a competitive tender for re-supply of the services(the Re-Procurement Information ). 1.5.2 The Contractor acknowledges that the re-tendering process could take in the region of twelve (12) months and that the Employer may require access to information and Contractor s Staff during this period in order to facilitate this. Nothing in this Contract shall prevent the Contractor from taking part in any such competitive tender. 76
1.5.3 The Re-Procurement Information shall include but shall not be limited to: a. The Contract Asset Register; b. All CAFM data; c. Detailed Fault history; d. Maintenance Records; e. Records of Statutory tests and Inspections; f. PAT Registers; g. Business Focused Maintenance Risk Assessment; h. Order log; i. Complaints log; j. Reports of outstanding Faults; and k. Contractor TUPE data (as detailed below) and details of the Contractor s terms and conditions of employment current at the time of the Employer s request. 1.6 TUPE Data & Terms & Conditions of Employment 1.6.1 The Contractor shall provide: - a. Job reference number b. Job title c. Gender d. Age e. Start date f. Type of contract (i.e. permanent full-time etc.) g. Work location h. Hours of work i. Annual salary j. Hourly rate k. Allowances l. Rate of Employer s National Insurance m. Rate of Employer s pension contribution n. Sickness and absence records (from the last 2 years) o. Disciplinary and grievance records (from the last 2 years) p. Notice period q. Holiday entitlement 77
APPENDIX 5 PRICING 78
CONTENTS 1. SCHEDULE 5 - PRICING... 80 1.1 MOBILISATION PRICES... 80 1.2 MILESTONE STAGE PAYMENTS... 80 1.3 MILESTONE DEDUCTION PROCESS... 81 1.4 FIXED PRICES... 81 1.5 FIXED PRICE THRESHOLDS... 81 1.6 COMPENSATION EVENTS CHANGES TO THE AFFECTED PROPERTY... 82 1.7 VARIABLE PRICE METHODS... 83 1.8 HOURLY PRICED RATES... 83 1.9 UNIT PRICED RATES... 83 1.10 ESTIMATES AND QUOTATIONS... 84 1.11 PASS THROUGH COST... 84 1.12 AUTHORISATION TO PROCEED FOR VARIABLE PRICE SERVICES... 84 79
1. APPENDIX 5 - PRICING 1.1 Mobilisation Prices 1.1.1 The Contractor shall manage and deliver all mobilisation requirements as set out in Appendix 2 Mobilisation Requirements for the Mobilisation Price. 1.1.2 The Employer shall appoint a third party to act on the Employer s behalf to overseeing Contractor milestone progress and validate milestone payments. 1.2 Milestone Stage Payments 1.2.1 The Mobilisation will be paid through a series of Milestone Payments as indicated in the tables below:- Table 1: Senate House North Block No. Milestone Name % of Mobilisation Price Milestone Payment 1 Final Mobilisation Plan 15% [TBC] 2 Initial Service Matrix Validation 5% [TBC] 3 Asset Validation 20% [TBC] 4 Helpdesk & CAFM 10% [TBC] 6 Planned Activities 15% [ TBC] 7 Contractor s plan 5% [ TBC] 8 Agreed Procedures & Assignment Instructions 10% [ TBC] 9 Performance & Reporting 20% [ TBC] Total 100% [ TBC] Table 2: All Other Buildings No. Milestone Name % of Mobilisation Price Milestone Payment 1 Final Mobilisation Plan 15% [TBC] 2 Initial Service Matrix Validation 5% [TBC] 3 Asset Validation 10% [TBC] 4 Helpdesk & CAFM 10% [TBC] 5 Critical Areas 10% [ TBC] 6 Planned Activities 15% [ TBC] 7 Contractor s plan 5% [ TBC] 8 Agreed Procedures & Assignment Instructions 10% [ TBC] 9 Performance & Reporting 20% [ TBC] Total 100% [ TBC] 80
1.3 Milestone Deduction Process 1.3.1 Where the Contractor has failed to complete the Milestone by the date agreed in the Final Mobilisation Plan, or by the starting date (with the exception of Milestones agreed by the Employer to be completed after the Mobilisation Period) the Employer shall withhold Milestone Payment in its entirety or in part as instructed by the Employer s representative. 1.4 Fixed Prices 1.4.1 The Contractor shall manage and deliver all Fixed Price Services for the Fixed Prices, whereas no additional cost for the management and delivery of the Fixed Price Services shall be borne by the Employer outside of the Monthly Fixed Price Payment. 1.4.2 The Contractor shall manage the delivery of all Variable Price Services within the Monthly Fixed Price Payment other than for Projects. 1.4.3 The Contractor shall only recover the project management cost element of Projects where the Contractor is able to demonstrate that managing the Project using existing contract resource is not possible due to appropriate skills and competences or there is potential of a detrimental impact on the wider delivery of the Services. 1.5 Fixed Price Thresholds 1.5.1 The Contractor s liability in relation to delivering Fixed Price Services wholly within the Fixed Prices is limited by the Fixed Price Thresholds detailed in the table below. 1.5.2 Where any Fixed Price Threshold is exceeded, the Contractor shall be entitled to charge additional activity according to the Variable Price Service Price mechanism listed. No. Service Premises Inclusive Fixed Prices in Variable Price Service price mechanism 1 Reactive Maintenance All First 1,000 of each Fault of Assets Hourly Priced Schedule of Rates + Materials to Interim Fix and then Quotation 2 Exterior Window Cleaning All 2 Per Year Unit Priced Schedule of Rates 3 Planned Pest Control Visits All 12 Per Year Unit Priced Schedule of Rates 4 [Others to be completed based on availability of data in the data pack / based on Caveats in Contractor s bid proposal.] 1.5.3 The Fixed Price Threshold for Reactive Maintenance shall apply to Faults for all Assets which are not agreed by the Employer to be Beyond Economic Repair. 81
1.5.4 The Fixed Price Threshold for Reactive Maintenance shall exclude VAT but include all labour costs, (excluding travel time), consumables, materials, parts, Contractor s Equipment, overhead and profit, and any other relevant costs), applicable to the Contractor s delivery of Reactive Maintenance. 1.6 Compensation events Changes to the Affected Property 1.6.1 The table below sets out compensation events that may be defined in accordance with NEC3 TSC core clause 60.1 (10) as A change to the Affected Property other than a change as a result of Providing the Service. Changes to the Affected Property may have an impact upon the Fixed Price. 1.6.2 The Contractor shall notify the Employer of a compensation event, or the Service Manager shall notify the Contractor of a compensation event if any of the changes set out in the table below happen or are expected to happen. No. Change Services Affected Trigger Criteria 1 Core Service Days + / - 1 Day Permanent 2 Core Service Hours + / - 1 Hour Permanent 3 Number Occupants of Cleaning, Waste + / - 15% in number of occupants > 8 Weeks 4 Premises terminated All N/A Permanent 5 Total number of Premises in Contract Off-Site Management + / - 5% in number of Premises At Contract Start or since last review triggered 6 Change in Total GIA for all Premises within the Contract Off-Site Management + / - 10% in total GIA At Contract Start or since last review triggered 7 New Services Added at existing Premises All required Services except Off-Site Management (See 6 & 7 above) N/A Permanent 8 New Premises Added All required Services except Off-Site Management (See 6 above) N/A Permanent 9 Change in GIA in any one Premises All Services except Off-Site Management + / - 10% of GIA Permanent 10 Change in Total No. of Assets in any one Premises Maintenance + / - 5% of Number of Assets At Contract Start or since last adjustment 82
11 Change in GEA at any one Premises Grounds Maintenance + / - 10% of GEA Permanent 12 Service Levels All Services N/A Permanent 13 PAT PAT 1.7 Variable Price Methods + / - 10% in number of Appliances At Contract Start or since last adjustment 1.7.1 The Contractor shall provide Variable Price Services using one of the following pricing methods:- a. Hourly Priced Rates & associated materials, parts and Equipment; b. Unit Priced Rates; c. Estimates and Quotations; and d. Pass Through Costs. 1.7.2 Variable Price Services are instructed as Task Orders (unless due to the nature of the Fault or the Service Request it is not possible to instruct in this way) and detailed in the Variable Prices tab of the Price Book and include but are not limited to:- a. Hard FM projects; b. Move Management; c. Emergency Pest Control; d. Reactive and Planned Guarding for events, demonstrations etc; e. Reactive and Planned Reception cover for events; f. Reactive and Planned Cleaning for events; and g. Emergency Call outs. 1.8 Hourly Priced Rates 1.8.1 The Contractor s Hourly Priced Rates shall include all staff costs including (where applicable) but not limited to wages for normal time working, premium rates for overtime working, bonuses and payments in respect of skill, responsibility or special agreements, Personal Protective Equipment, work wear, travelling time and expenses, lodging, holiday, sick days, private health insurance, life assurance, death benefit, national insurance contributions and tool allowances), vehicles, overheads, profit, tools, consumables and Contractor s Equipment. 1.8.2 Hourly Priced Rates shall apply irrespective of the method of delivery, i.e. selfdelivery by the Contractor or Subcontractor delivery. 1.8.3 The Contractor shall charge Hourly Priced Rates in accordance with Table 2 and Table 3 of the Variable Price Service tab in the Price Book and only for time spent on Premises by the Contractor s Staff. 1.8.4 The Contractor shall charge for materials, parts & Equipment only where these are not included within the Fixed Price Services or the Hourly Priced Rates and at the same cost to the Contractor plus the contractual mark up in Table 1 on the Variable Priced Services tab in the Price Book. 1.9 Unit Priced Rates 1.9.1 The Contractor s Unit Priced Rates shall include all Contractor costs including overhead and profit for delivering the Services. 1.9.2 Unit Priced Rates shall apply irrespective of the method of delivery, i.e. selfdelivery by the Contractor or Subcontractor delivery. 83
The Contractor shall use the appropriate Unit Priced Rates for Service Requests where the activity will exceed the Fixed Price Threshold for the Service (where applicable) or where the Service is a Variable Price Service. 1.10 Estimates and Quotations 1.10.1 The Contractor shall use the Hourly Priced Rates (excluding overhead & profit) as a maximum Price for resources in the preparation of Estimates and Quotations. 1.10.2 The Contractor shall apply the overhead & profit percentages within Table 1 on the Variable Price Services tab in the Price Book to the total cost of Estimates & Quotations. 1.10.3 For avoidance of doubt, the provision of Quotations and Estimates is to be included as a fixed Price service. 1.11 Pass Through Cost 1.11.1 The Contractor shall only charge the Employer for the costs incurred from a Contractor or Subcontractor, excluding any Contractor overhead and profits. 1.12 Authorisation to Proceed for Variable Price Services 1.12.1 The Contractor shall only be entitled to charge for Variable Price Services completed within the previous Month where the Contractor has received appropriate written Authorisation to Proceed with the exception of:- a. Priority 1 Reactive Activities b. Priority 2 Reactive Activities 84
APPENDIX 6 PAYMENT 85
CONTENTS 1. APPENDIX 6 PAYMENT... 87 1.1 APPLICATIONS FOR PAYMENT... 87 1.2 PROCEDURE FOR MOBILISATION MILESTONE PAYMENT... 87 1.3 PROCEDURE FOR MONTHLY FIXED PRICE PAYMENT... 87 1.4 PROCEDURE FOR MONTHLY VARIABLE PRICE PAYMENT... 88 1.5 HOURLY PRICED RATES & ASSOCIATED MATERIALS, PARTS & EQUIPMENT... 88 1.6 UNIT PRICED RATES... 88 1.7 PROJECTS... 88 86
1. APPENDIX 6 PAYMENT 1.1 Applications for Payment 1.1.1 The Contractor shall submit to the Employer within 7 days of the last Business Day of each Month, an Application for Payment ( AFP ) for Fixed Price Services (the Monthly Fixed Price Payment ) and an AFP for Variable Price Services (the Monthly Variable Price Payment ) for the preceding month. 1.1.2 The AFP submitted by the Contractor will be clear, concise, accurate and adequately descriptive to enable efficient and effective approval by the Employer. 1.1.3 The Contractor shall send the AFP to the Service Manager at the address below: Estates and Facilities Department SOAS, University of London Thornhaugh Street Russell Square London WC1H 0XG 1.1.4 Failure on the part of the Contractor to submit an AFP in accordance with Appendix 6 Payment may lead to delays in processing the AFP and subsequent payment of invoices. Any loss or additional expenses incurred by the Contractor in the correction or re-submission of an AFP or invoice will be at the Contractor s own expense. 1.1.5 The Contractor shall submit all AFPs in a Microsoft Excel schedule format with all formulae and workings visible. 1.1.6 Without prejudice to any other rights of the Employer, payment (or any part thereof) to the Contractor may be withheld if the Contractor fails to comply with the requirements of this Appendix. 1.2 Procedure for Mobilisation Milestone Payment 1.2.1 The Contractor shall issue invoices for Milestone Payments on passing the relevant Acceptance Test and shall attach formal written confirmation by the Employer that Acceptance Tests have been passed to each invoice. 1.3 Procedure for Monthly Fixed Price Payment 1.3.1 The Contractor shall provide within the AFP an up to date calculation of the Monthly Fixed Price Payment in accordance with the formula set out below. 1.3.2 The Contractor shall calculate the Monthly Fixed Price Payment as follows: MFPP = (MFP + PA) Where: MFPP = Monthly Fixed Price Payment MFP = Monthly Fixed Price PA = Payment Adjustment 1.3.3 For the avoidance of doubt the Contractor shall ensure that with effect from 1 October 2016, the Monthly Price is 1/12 th of the year s cost. 87
1.4 Procedure for Monthly Variable Price Payment 1.4.1 The Contractor shall provide within the AFP a schedule of payment requests with the appropriate supporting information for each of the pricing methods as outlined below. 1.4.2 Each Monthly Variable Price Payment AFP shall provide a summary of the total value of the Month s AFP, alongside a cumulative total value for each Contract year, with the applicable Variable Price Services Discount from Table 5 of the Variable Price Services tab in the Price Book applied. 1.5 Hourly Priced Rates & Associated Materials, Parts & Equipment 1.5.1 For Services delivered using Hourly Priced Rates along with associated materials, parts and Equipment charges, the Contractor shall include in the AFP as a minimum:- a. Helpdesk Service Request Number and Task Order number; b. Short Description of activity; c. Affected Property to which the payment request relates; d. Evidence of the Service Manager having authorised the activity; e. Hourly Rate Band(s) applied; f. No. of Hours; g. Cost of materials, parts & Equipment; h. Mark up on materials, parts & Equipment; and i. Total Price to the Employer j. Client Approval Status (To be completed by the Service Manager) 1.6 Unit Priced Rates 1.6.1 For Services delivered using the Unit Priced Rates the Contractor shall include in the AFP as a minimum:- 1.7 Projects a. Helpdesk Service Request Number and Task Order Number; b. Short description of activity; c. Premises to which the payment request relates; d. Name of the Employer Staff authorising the activity; e. Total number in current Contract Year; f. Discounted (Yes or No); and g. Unit Priced Rate applied. h. Client Approval Status (To be completed by the Employer) 1.7.1 The Contractor shall include in the AFP as a minimum:- a. Project name or reference and Task Order number; b. Estimate or Quotation; c. Date of Quotation; d. Short description of project e. Affected Property where the project was delivered; f. Evidence of the Service Manager having authorised the project; g. Value of Estimate or Quotation; h. Value of all agreed variations; i. Date of completion; j. Proposed invoice amount; k. Copy of the Service Manager s acceptance of Project completion. l. Client Approval Status (To be completed by the Employer) 88
APPENDIX 7 CONTRACT MANAGEMENT 89
CONTENTS 1. SCHEDULE 7 CONTRACT MANAGEMENT... 91 1.1 GOVERNANCE GROUPS & MEETINGS... 91 1.2 CONTRACT MANAGEMENT... 93 1.3 SERVICE DELIVERY... 93 1.4 QUALITY MANAGEMENT... 93 1.5 HEALTH & SAFETY... 94 1.6 ENVIRONMENTAL MANAGEMENT... 94 1.7 RISK MANAGEMENT... 94 1.8 CORPORATE SOCIAL RESPONSIBILITY (CSR)... 94 90
1. APPENDIX 7 CONTRACT MANAGEMENT 1.1 Contractor s Management Team 1.1.1 The Contractor shall provide a Management Team headed by an on-site Contract Manager, who will act as the first point of contact for the Employer, and an on-site contract management team. The team will comprise suitably qualified and experienced staff who are able to deliver a cost effective service that meets the specified quality standards. 1.1.2 In the absence of the Contractor s Contract Manager, a suitably qualified replacement shall be provided by the Contractor. The Contractor shall provide an adequate level of staff supervision at all times for all Contractor staff engaged in delivery of the Services. 1.1.3 The Contractor s Contract Manager or their representatives shall be available and contactable 24 hours per day, seven days a week every day of the year. A designated member of the Contractor s staff shall act as the Contractor s senior person in charge at the Premises at all times. 1.2 Contractor s staff 1.2.1 The Contractor shall ensure that there is a sufficient level of trained and competent staff to provide all the requirements of the services at all required times. 1.2.2 The Contractor shall provide staff who are qualified and competent in the discipline they are performing. The Contractor shall employ competent staff who will be responsible for planning, overseeing and signing off completed works / tasks. 1.2.3 The Contractor shall ensure that all trainees, apprentices and students engaged in providing the services shall be adequately supervised so that no quality standard is compromised by the use of such staff. Where apprentices and students are used, the Contractor shall ensure that these members of staff supplement but do not replace agreed levels of contract staffing. 1.3 Governance Groups & Meetings 1.3.1 The Parties shall set up and implement 2 Contract governance groups:- a. Governance Group 1 Operational b. Governance Group 2 Tactical & Strategic 1.3.2 The Contract governance groups shall meet as a minimum in accordance with the table below, and shall provide the escalation route for both Parties. Governance Group 1 2 Indicative Job Grades The Employer [FM Contract Manager] [Project Manager] [FM Contract Manager] Director of Estates & Facilities Indicative Job Grades Contractor [Contract Manager] [Helpdesk Manager] [Performance & Reporting] [Commercial Manager] [Account Director / Manager] [Operations Manager] 91
1.3.3 The Contractor shall prior to each anniversary of the starting date, develop and issue to the Employer for agreement, an annual schedule of meetings necessary for the successful delivery of the services and management of the relationship with the Employer. 1.3.4 The Contractor shall ensure that the Contractor s Staff in attendance at all meetings have delegated power and authority to act on behalf of the Contractor and should reflect the indicative job grades outlined above. 1.3.5 The Contractor shall develop and issue agendas 2 Business Days prior to all meetings, and shall take minutes of all meetings, issuing minutes for agreement within 5 Business Days of each meeting. 1.3.6 All meetings shall be held at the Employer premises unless agreed otherwise by the Employer. 1.3.7 Annual Operational & Strategic Review Governance Group 2 Operational review of Services delivery & plans for the coming year including:- Annual Planned Activities Forward Maintenance Plan Updated & Issued Contract Asset Register Review Agreed Procedures & Assignment Instructions Specification and Service Level alignment with the Employer requirements Service Delivery Plan Review Strategic assessment of the relationship between the Parties including:- Business updates from the Employer and the Contractor; FM Market Review / Industry Trends & Innovations; Achievement of the Employer s objectives for the Contract; Achievement of Contractor objectives for the Contract; Annual review of Contractor performance; Significant Risks and Issues affecting performance; and Opportunities for the year ahead. Quarterly Review Governance Group 2 An operational review of Services delivery including:- Service Delivery Plans and authorise changes; Review progress in respect of strategy, health, safety and environmental issues (including training plan review); Updates to the Forward Maintenance Plan; Quarterly review of Contractor performance; Review and update the Contract Risks and Issues Register; Review Compensation Events; Continuous Improvement Initiatives; Corporate & Social Responsibility; and Continuous Improvement & Innovation. Monthly Performance Governance Group 1 An operational review of performance of the services including: - Review of Contractor Performance in previous month; Review of the Service Delivery Report; 92
Review of application for payments & payment adjustments; Resolution of on-going performance issues; Review of forthcoming Projects; and Review of Early Warning Notices & Compensation Events. Operational (As required / Requested by the Parties) Governance Group 1 An operational review of performance of the services including: - Day to day operational issues Projects delivery 1.4 Contract Management 1.4.1 Within the Contractor s plan, the Contractor shall describe the overall approach to managing the Contract. This shall include but not be limited to: a. The name of the Contractor s Representative; b. The names and positions of the Contractor s Key Staff; c. The names and positions of the Contractor s for each of the Contract governance groups; d. The Contractor s address for serving of notices; e. The management organisational structure for the Contract showing FTE allowances; f. Roles, responsibilities and key skills and competences of each member of the management structure; g. The approach to the management of the Services; h. The approach to collaborative working; i. The Contractor s reporting processes; j. Approach to recruitment, training and development of Contractor s staff; k. How staff and Subcontractor s shall be managed. 1.5 Service Delivery 1.5.1 Within the Contractor s plan, the Contractor shall provide on a service-by-service basis, and in line with the structure of Appendix 1 - Specification, details of how the Contractor shall deliver the Services. This shall include but not be limited to: a. Method statements indicating for how the Service requirements and Service Levels will be met by the Contractor. b. Details of operational resourcing for the services including the operational structure, numbers and job titles of Contractor s Staff; c. Staffing rotas and shift patterns; d. Details of Subcontractor s to be used in the delivery of the Services; and e. Frequencies of Planned Activities. 1.6 Quality Management 1.6.1 Within the Contractor s plan, the Contractor shall set out the Contractor s approach to quality management and quality auditing. The Contractor s quality system shall be accredited to EN ISO 9001 or equivalent. The Quality Management Plan shall be tailored to the requirements of the Contract and shall include but not be limited to the Contractor s: a. Methods and workmanship practices and procedures; b. Quality Audit methodology; c. Quality Audit Plan; d. Compliance Audits Plan (Legal & the Employer Policy); e. Key Performance Indicator data collection f. Continuous improvement processes; g. Complaints procedure; h. Customer satisfaction monitoring regime; i. Approach to monitoring the quality of workmanship; 93
1.6.2 The Contractor s Quality Audit methodology shall provide details of the Contractor s approach to auditing the delivery and performance of all Services across all the Employer s Premises. 1.6.3 The Contractor s Quality Audit Plan shall ensure that all Premises are audited once in each Contract year. 1.7 Health & Safety 1.7.1 Within the Contractor s plan, the Contractor set out the Contractor s processes and procedures for managing health & safety in the delivery of the Services. 1.7.2 This shall include but not be limited to Contract specific risk assessments which relate to the Employer s Premises and the Contractor s permit to work system which has been tailored to meet the requirements of the Employer s Premises. 1.8 Environmental Management 1.8.1 Within the Contractor s plan, the Contractor shall set out the Contractor s approach to environmental management in accordance with ISO 14001. 1.9 Risk Management 1.9.1 Within the Contractor s plan, the Contractor shall set out the Contractor s approach to managing operational and commercial risk. This shall include but not be limited to: a. A Contract specific Risk Register incorporating risks, their owners, an assessment of likelihood and impact for each risk and risk mitigation strategies; and b. The Contractor s Contract specific plan for business continuity incorporating the potential risks to business continuity, their mitigation strategies, how the services will be delivered in the event of a serious disruption to normal operations and how the business continuity plan will be tested. 1.10 Corporate Social Responsibility (CSR) 1.10.1 Within the Contractor s plan, the Contractor shall set out the Contractor s approach to CSR. The CSR Plan shall include but not be limited to: a. How Corporate Social Responsibility polices that align with the key deliverables under the UK government code of practice guidelines will be maintained. b. How the Contractor will align the operation of the services with the Employer s Core Values policies currently in place, c. How the Contractor shall comply, promote and assist with the development of the Employer s CSR policies as they apply to the services within this Contract, as and when required throughout the life of the Contract. 94
APPENDIX 8 REPORTING REQUIREMENTS 95
1. APPENDIX 8 REPORTING REQUIREMENTS 1.1 Monthly Service Delivery Report 1.1.1 The Service Delivery Report shall be prepared in advance of the meeting by the Contractor with input as required from the Employer and shall be discussed at each monthly performance meeting. 1.1.2 The Contractor shall issue Service Delivery Reports in the agreed format no later than 10 Business Days after the end of each month, or in such other time period as may be agreed between the Parties, but in any case not later than 5 Business Days prior to the monthly performance meetings. 1.1.3 The Contractor shall ensure full and sufficiently detailed data is available to The Employer for analysis of performance in support of the Service Delivery Report. 1.1.4 The Contractor shall include a high level visualisation dashboard report of key data and information. 1.1.5 The Contractor shall where required, report against Service Performance, Service Cost and Service Data by the Employer business unit. 1.1.6 The Contractor shall use the Service Delivery Report as a tool to monitor, manage and improve the Contractor s performance of the services on a continuous basis. Report Name Service Performance Service Cost Service Data Details Details & results of Quality Audits Performance Model Performance Payment Adjustments Service by service performance trends Service by service performance summary Performance exceptions Service Improvement Plans 3 rd Party Contractor performance Customer complaints Satisfaction survey outcomes Changes to Fixed Prices as a result of compensation events Changes to Variable Prices as a result of compensation events Pass through cost services by service & premises 3 rd party Contractor costs Critical Premises capacity Critical Premises Unplanned Outages Incident Management (H&S & Security) H&S Online Training Completion Service Changes Changes to the Services Service Management Changes to Contractor Staff 96
Report Name Details Risk Management Risk Register Planned Activities Forward Look Scheduled Activities Dashboard Report Key Data & Information 1.2 Annual Reports 1.2.1 The Contractor shall develop and issue the following annual reports. Report Name Details Service Review Review of changes to the Contractor s plan Annual Performance Summary Corporate & Social Responsibility Service Performance Continuous Improvement & Innovation Improvement Plans Changes to Contractor s staff Service Management Qualifications & Training Changes to Contractor s Subcontractor s Risk Register Business Continuity Test Health & Safety Audit Risk Management Premises Health & Safety Audits Simulated Power Failure Test Security Risk Assessment Update Contract Asset Register Update Services Forward Maintenance Plan Energy Report 1.3 Ad Hoc Reports 1.3.1 The Contractor shall provide a flexible reporting service, responding to all requests from the Employer for ad hoc reports related to the management and occupation of the Affected Property. 1.3.2 All reports shall be presented in a format agreed with the Employer. 97
APPENDIX 9 INCENTIVE SCHEDULE 98
CONTENTS 1. SCHEDULE 9 INCENTIVE SCHEDULE... 100 1.1 OVERVIEW... 100 1.2 CUSTOMER SATISFACTION SURVEYS... 100 1.3 PERFORMANCE OF THE SERVICES... 100 1.4 PAYMENT ADJUSTMENTS... 101 1.5 REACTIVE SERVICES SERVICE LEVEL AGREEMENT... 102 1.6 EXCLUSIONS... 104 99
1. APPENDIX 9 INCENTIVE SCHEDULE 1.1 Overview 1.1.1 The Contract is a self-monitoring and reporting Contract. The Contractor self- monitors, manages and reports on all aspects of their performance of the services to meet the requirements of a professionally managed and delivered maintenance service as set out in the Specification. 1.1.2 At the end of each month, the Contractor measures performance against each of the KPIs, completes the KPI Performance Model and submits this to the Service Manager as part of the monthly Service Delivery Report. The Contractor measures each KPI in accordance with the Contractor s plan. The Service Manager audits the scores entered into the KPI Performance Model by the Contractor, resulting in agreed and accurate KPI Performance Model data. 1.1.3 The Contractor manages performance of the services pro-actively, so as to ensure as far as possible that performance as reported at the end of each month meets Performance Level 1 (as defined below) for each KPI. Where performance falls below expectations (as defined by the KPI Performance Model) or where in the reasonable opinion of the Employer, performance is unsatisfactory, the Contractor identifies, plans and implements corrective actions to return the level of performance to a standard that meets expectations. 1.1.4 The Contract allows for the adjustment of payments made to the Contractor on a monthly basis, based upon actual performance levels achieved. Payment Adjustments are calculated by the KPI Performance Model and take the form of financial deductions for services performed below expectations and/or poor performance. The Employer retains the right to decide whether or not to make Payment Adjustments if performance falls below expectations. 1.1.5 There is a bedding-in period of 3 months from the starting date. During the bedding-in period, the Contractor measures and reports on performance of the services in accordance with the incentive schedule, but no Payment Adjustments are made. The KPIs are reviewed at the end of the 3 month bedding-in period, and annually thereafter, and may be reconfigured to allow for the application of new or amended measures. This ensures continued optimum performance and limits the impact of KPIs that become ineffective over time. 1.1.6 the services provided by the Contractor s Subcontractors operate within the performance mechanisms of the Contract. 1.2 Customer Satisfaction Surveys 1.2.1 The Contractor shall carry out customer satisfaction surveys, as agreed in advance with the Employer, and shall report results on a monthly basis to the Employer. In addition, the Employer shall undertake periodic customer surveys and the results shall fed back to the Contractor. The customer surveys shall result in the development and implementation of appropriate action plans in response to customer feedback. 1.3 Performance of the Services 1.3.1 The Employer has identified a range of Key Performance Indicators ( KPIs ) which measure performance of the Services. The KPIs are set out in Annex 1 of the incentive schedule. 1.3.2 The Contractor s performance against each KPI is assessed against the following three Performance Levels which are set out in Table 2 of the KPI Performance Model: a. Performance Level 1 - Meets or Exceeds Expectations b. Performance Level 2 - Below Expectations c. Performance Level 3 - Poor 1.3.3 The Performance Level scores which determine the Performance Level for each KPI are set out in Table 2 of the KPI Performance Model. 100
1.3.4 In the case of Percentage KPIs, the Contractor: a. meets or exceeds expectations where the KPI Percentage Score is on or above Performance Level 1; b. performs below expectations where the KPI Percentage Score falls between the upper score and the lower score for Performance Level 2; and c. delivers poor performance where the KPI Percentage Score is on or below Performance Level 3. 1.3.5 In the case of Pass or Fail KPIs, the Contractor: a. meets or exceeds expectations where there are no KPI Event Failures; and b. delivers poor performance where there is 1 or more KPI Event Failure. In the case of Fixed Thresholds KPIs, the Contractor: a. meets or exceeds expectations where the number of KPI Event Failures is equal to or below the permissible number of KPI Event Failures; b. performs below expectations where the number of KPI Event Failures falls between the upper and lower score for Performance Level 2; and c. delivers poor performance where the number of KPI Event Failures is equal to or greater than Performance Level 3. 1.4 Payment Adjustments 1.4.1 The Contractor s performance is linked to payment. For each KPI Fixed Deductions are applied where performance meets Performance Level 2 or Performance Level 3. Payment Adjustments are calculated by the KPI Performance Model and are the sum of all Fixed Deductions. 1.4.2 Payment Adjustments which result in a financial deduction are capped monthly at 5% of the Monthly Contract Price. 1.4.3 Fixed Deductions (as indicated in Table 3 of the KPI Performance Model) are the pre-set sums incurred for each KPI Event Failure and are increased by means of a ratchet mechanism. Deductions increase in value as performance drops down the Performance Levels. 1.4.4 The value of the Fixed Deductions are set individually for each KPI, based upon the relative importance of the KPI, the likely frequency of KPI Events and to achieve an overall balance within the 5% performance cap. 1.4.5 The Contractor calculates the monthly Payment Adjustment using the KPI Performance Model as follows: - a. For each Pass or Fail KPI and for each Fixed Threshold KPI the Contractor enters the number of KPI Event Failures for the Month in Table 4 b. For each Percentage KPI the Contractor enters the number of KPI Events and the number of KPI Event Failures for the Month in Table 4 c. For each Fixed Threshold KPI the Contractor enters the number of KPI Events and the number of KPI Event Failures for the Month in Table 4 1.4.6 To calculate Fixed Deductions, the KPI Performance Model calculates the number of KPI Event Failures that fall within each of the Performance Levels and multiplies this by the associated Fixed Deduction per KPI Event Failure for each Performance Level (as indicated in Table 3). 1.4.7 The total Payment Adjustment is shown in Table 5 of the KPI Performance Model once the relevant data has been entered by the Contractor. Should this total exceed the 5% cap, then the maximum negative Payment Adjustment is shown in Table 6 of the KPI Performance Model. 1.4.8 Where there are no KPI Events for a KPI in any one Month, the default performance level is set as Meets or exceeds expectations and no Payment Adjustments apply for that KPI. 101
1.5 Continued Poor Performance 1.5.1 The Service Manager instructs the Contractor to attend a risk reduction meeting if the Contractor performs the services at a standard which is below expectations when measured against all or any of the KPIs, for a period of three consecutive months or for three months out of a period of six months. Performance which is below expectations includes but is not limited to: a. Failure of one or more Pass or Fail KPI for two months in any three-month period; b. Failure to meet Performance Level 1 for any one KPI for three consecutive months; c. Performance Adjustments in excess of the Deductions Cap for two months in any sixmonth period; or d. Any other deficiencies in performance of the services as measured by the KPIs. 1.5.2 The Contractor and the Employer attend the risk reduction meeting and discuss the continued poor performance. The Contractor provides the Service Manager with an Service Improvement Plan, including a programme for the improvement of the services to the required standard, within 7 days of the risk reduction meeting. The Service Manager reviews the Service Improvement Plan and responds to the Contractor within 7 days either agreeing the Service Improvement Plan or requiring the Contractor to make amendments to the Service Improvement Plan. 1.5.3 The Service Manager monitors the delivery of the agreed Service Improvement Plan and at the end of the agreed programme determines whether the Service Improvement Plan has been successfully implemented or not. If the Service Improvement Plan has not been successfully implemented, the Employer may instruct the Contractor to submit a further Service Improvement Plan or may terminate the services under paragraph 91.8 of the contract. 1.6 Reactive Services Service Level Agreement 1.6.1 KPIs for Reactive Services measure the speed at which Fault and Service Requests are Attended and Permanently Rectified. The Contractor responds to Faults and Service Requests by Attending the Employer s Properties within the timescales set out in the table below and according to the assigned priority level. Where, due to the nature of the services it is possible to instruct Reactive Services as task orders, the Service Manager will do this. Otherwise Reactive Services will be notified retrospectively by the Contractor. TABLE 1 Priority Level Priority Name Description Action Core Hours Service Level Outside Hours Service Level 1 Emergency Matters which present an immediate & serious risk to health & safety, security, Premises damage, involve Critical Assets or which significantly restrict normal operation and use of the Premises. Attend Permanent Rectification OR Interim Rectification & Raise Child Service Request Within 1 Hour Within 2 Hours Within 2 Hour Within 4 Hours 2 Urgent Matters which may have health & safety Attend Within 2 Hours Within 4 Hours 102
implications, or restrict the normal operation or use of the Premises without disruption or inconvenience. Permanent Rectification OR Interim Rectification & Raise Child Service Request Within 4 Hours Within 6 Hours 3 Non- Urgent Matters which impinge on the normal operation or use of the Premises but which do not cause immediate disruption or inconvenience. Permanent Rectification Within 2 Calendar Days Within 2 Calendar Days 4 Routine Matters of a routine nature, or those which present a minor restriction on normal operation or use of the Premises. Permanent Rectification Within 10 Calendar Days Within 10 Calendar Days 1.6.2 Attendance and Rectification Times start at the same time and run concurrently 7 days a week. Attendance and Rectification Times start at the time which the Employer reports the Fault or Service Request to the Contractor. 1.6.3 The Contractor despatches appropriately qualified, skilled and trained Staff to attend, and Permanently Rectify Faults and Service Requests, thereby maximising the number of Faults and Service Requests that are Permanently Rectified within the quickest possible time. 1.6.4 The Service Manager notifies the Contractor of Service Requests 24 hours per day, 7 days a week, and every day of the year. The Contractor Attends and Permanently Rectifies all Faults in accordance with the timescales set out in above. 1.6.5 Where the Contractor Attends the Affected Property in response to a Fault notification and discovers a Secondary Fault which is unrelated to the Fault for which he is in Attendance, the Contractor reports the Secondary Fault to the Contractor s helpdesk. This Secondary Fault is recorded by the Contractor s helpdesk as a separate Fault. The Contractor s helpdesk determines the priority level of the Secondary Fault and the Contractor ensures Permanent Rectification in line with the priority level. 1.6.6 Where the Contractor Attends the Affected Property and Permanent Rectification is not practical or is not possible due to a requirement for additional resources, lack of skills, Equipment or parts or where circumstances (for example, weather or pre-programmed activities of the Employer) render Permanent Rectification impractical, the Contractor undertakes Interim Rectification of the Fault. 1.6.7 Where the Contractor Attends the Affected Property in response to a Fault notification and is only able to carry out an Interim Rectification the Contractor s Staff report a Consequential Fault to the Contractor s helpdesk. The Contractor s helpdesk records the Consequential Fault as a Child Service Request to the original Fault ( The Parent ), and determines the priority level of the Consequential Fault. The Contractor ensures Permanent Rectification in line with the revised Priority Level. The Attendance and Permanent Rectification Times of the Consequential Fault start at the time the Contractor s Staff notifies the Contractor s Helpdesk of the Consequential Fault, which is before the Contractor leaves the location which they have attended. 103
1.6.8 For the avoidance of doubt, when reporting performance against KPIs for Reactive Services in the Service Delivery Report, the Contractor shall include all Faults that have been closed within the reporting month and all open Faults where the Rectification Time has been exceeded. The report excludes Service Requests that are open at the end of the reporting month but where the Rectification Time has not elapsed. These Faults are included within the Service Delivery Report for the next month. 1.7 Exclusions 1.7.1 In respect of Reactive Maintenance which the Employer has authorised the Contractor to carry out, no KPI Event Failure will be attributed to the Contractor in the circumstances set out in sub-paragraphs (a) to (c) below (an Exclusion), provided that when the Fault is reported, if authorised to do so, the Contractor shall commence and continue to make all reasonable endeavours to Permanently Rectify the Fault so reported. For the avoidance of doubt, where an Exclusion is agreed by the Employer to apply to a Fault, the Fault and the actual Rectification Time achieved shall not be defined as a KPI Event and shall not be included in the performance calculation for the relevant KPI: a. Specialist Equipment is required and is not immediately available provided the Contractor could not reasonably be expected to obtain such Equipment in the time required; or b. Specialist Materials are required provided the Contractor could not obtain them in the time required; or c. Access is denied by the Employer including but not limited to the following reasons: urgent access requirements of another party to the Premises that would otherwise have a materially adverse impact on the Employer s business; or for safety reasons. 1.7.2 The Contractor notifies the Employer within the Rectification Time that he believes that the Fault should be excluded from the performance calculation setting out: a. the reason for the Exclusion; and b. the expected permanent Rectification Time and date; and c. providing any relevant supporting documentation including the lead time for Specialist Equipment and / or Specialist Materials and evidence of denied access. 1.7.3 In respect of Planned Preventative Maintenance, no KPI Event Failure is attributed to the Contractor where, in the circumstances set out in sub-paragraph (a) below, an Exclusion is agreed by the Employer, provided that following the denial of access the Contractor makes all reasonable endeavours to undertake the Planned Preventative Maintenance within 1 Month of the original planned date: a. Access is denied by the Employer including but not limited to the following reasons: urgent access requirements of another party to the Premises that would otherwise have a materially adverse impact on The Employer s business; or for safety reasons. 1.7.4 The Contractor notifies the Employer within 24 hours of denial of access, that he believes that the Planned Preventative Maintenance should not be defined as a KPI Event Failure and be excluded from the performance calculation setting out: a. the reason for the Exclusion; and b. the expected time and date that the Planned Preventative Maintenance will be undertaken; and c. providing supporting documentation and evidence of denied access. 1.7.5 Following receipt of each request for an Exclusion, the Employer, in their absolute discretion, decides and notifies the Contractor in writing that it: a. approves the Exclusion; or b. rejects the Exclusion. 104
ANNEX 1 KEY PERFORMANCE INDICATORS MEASUREMENT METHODOLOGIES KPI 1: HEALTH & SAFETY MANAGEMENT KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Health & Safety Management - Accidents All accidents at the Employer s Premises to be managed and reported in accordance with legislative requirements, the Employer s policies and the Contractor s plan. To ensure that the Employer is compliant with legislative and policy requirements, and to allow for the identification of risks and trends in order to take action to minimise future accidents. Pass / Fail Performance Level 1 Meets or Exceeds Expectations N/A A KPI Event Failure will occur for each and every deviance from legislative, policy or Service Delivery Plan requirements, identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint. Monthly & Annual Trends No KPI 2: HEALTH & SAFETY MANAGEMENT KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Health & Safety Management Safe Working the services are managed and delivered in a safe manner. To ensure that the Contractor manages and delivers the services in a safe manner, thereby minimising the likelihood of accidents. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations N/A 105
A KPI Event Failure will occur: - Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable For each and every deviance from legislative, policy, accepted good practice or Specification or Service Delivery Plan requirements, identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint. Monthly & Annual Trends No KPI 3: HELPDESK & CAFM REACTIVE PRIORITY SETTING KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Reactive maintenance All Service Requests and Faults to be assigned an appropriate Priority Level from Appendix 9 in accordance with the individual circumstances. To ensure that reactive Service Requests and Faults are Attended and Permanently Rectified in an appropriate timeframe, accounting for the impact of the Fault on the Employer s business. Fixed Thresholds Performance Level 1 Meets or Exceeds Expectations N/A A KPI Event Failure will occur for each instance where an inappropriate Priority Level has been applied to a Service Request or Fault, identified through either:- The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Monthly & Annual Trends No KPI 4: AUDITS KPI Name Audits. 106
Key Performance Indicator The Contractor shall undertake all audits as detailed within the Contractor s plan ensuring the results of all audits are incorporated within the Service Delivery Report and where required the Performance Model. Purpose of KPI To ensure that the quality of the management and delivery of the services is being pro-actively managed through self-monitoring and reporting in order that the Contractor can seek to continuously improve the quality of the Services. KPI Measurement Type KPI Target Definition of KPI Event Fixed Thresholds Performance Level 1 Meets or Exceeds Expectations Each individual audit (at one Premises) required in the month as identified in the Contractor s plan. A KPI Event Failure will occur for each individual audit where: - Definition of KPI Event Failure The Contractor has not included the results of the audit due within the month within the Service Delivery Report for the month; A required audit remains outstanding from previous months; and The Contractor has not carried out the audit in compliance with the Employer s requirements and the Contractor s plan. Measurement & Reporting Reactive Priority Time Applicable Monthly & Annual Trends by Service No 107
KPI 5: COMPLIANCE KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Compliance with Legislation and the Employer s Policies The Contractor shall be compliant with all relevant legislation and the Employer s policies as they relate to the management and delivery of the Services. To ensure that the potential negative impact of non-compliance (Be they reputational, health & wellbeing, commercial or other) do not materialise. Pass / Fail Performance Level 1 Meets or Exceeds Expectations. N/A A KPI Event Failure will occur for each instance where the Contractor is found to have acted (or not acted) in a way that contravenes legislative and the Employer s policy requirements (where these are not covered by other KPI), identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Monthly & Annual Trends No KPI 6: SERVICE DELIVERY REPORTS KPI Name Key Performance Indicator Purpose of KPI Service Delivery Reports The Contractor shall produce and issue to the Employer the Monthly Service Delivery Report in accordance with all requirements in Appendix 7 Contract Management. To monitor the performance of the Contractor in submitting a Monthly Summary Report which includes all the information specified and is submitted in accordance with the agreed timescale (7 Calendar Days prior to the monthly meeting). KPI Measurement Type KPI Target Fixed Thresholds Performance Level 1 Meets or Exceeds Expectations 108
Definition of KPI Event Required issue of the monthly Service Delivery Report A KPI Event Failure will occur for each day past the required issue date (As determined by Appendix 7 Contract Management, or as otherwise agreed with the Employer) where the Service Delivery Report: - Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Has not been issued at all. Does not incorporate all of the requirements of Appendix 7 Contract Management. Does not incorporate any additional reporting requirements as identified by the Employer within the Mobilisation Period. Monthly & Annual Trends No KPI 7: CUSTOMER SATISFACTION SURVEYS KPI Name Key Performance Indicator Customer Satisfaction Surveys The Contractor shall undertake Customer Satisfaction Surveys in accordance with the requirements of Appendix 9, and the Contractor s plan. Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event To ensure the perception of the Employer s staff as to the quality of the management and delivery of the services by the Contractor is monitored, reported and used by the Contractor to continuously improve the quality of the Services. Pass or Fail Performance Level 1 Meets or Exceeds Expectations Each requirement for a Customer Satisfaction Survey to take place. 109
A KPI Event Failure will occur where the Customer Satisfaction Survey:- Definition of KPI Event Failure Results are not issued by the Contractor as part of the Service Delivery Report as required; or Has been undertaken in a manner that does not comply with the requirements of Appendix 9 and the Contractor s plan. Where an overall score of less than 70% of respondents being either Satisfied or Very Satisfied with the overall quality of service is achieved. (in this circumstance the shall Contractor investigate, and include a Service Improvement Plan with the next monthly Service Delivery Report.) Measurement & Reporting Reactive Priority Time Applicable Quarterly & Annual Trends No KPI 8: THIRD PARTY CONTRACTOR PERFORMANCE KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Management of Third Party Contractors. The Contractor shall manage all Third Party Contractor s in line with the requirements set out in the Specification and the Contractor s plan. To ensure the performance of Third Party Contractors is pro-actively managed by the Contractor on behalf of the Employer, and that where the services of the Contractor overlap with those of Third Party Contractors, the interfaces are seamlessly managed. Fixed Thresholds Performance Level 1 - Meets or Exceeds Expectations N/A A KPI Event Failure will occur for each instance where: Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Failure to meet with Third Party Contractors in line with the Contractor s plan, and not less than monthly. Financial authority levels are exceeded. Failure to include performance reporting of Third Party Contractors within the Contractor s Service Delivery Report. Monthly & Annual Trends No 110
KPI 9: AVAILABILITY OF PROPERTIES KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Availability of Properties The Contractor shall ensure that all Properties are Available at all times. To ensure that the Contractor takes all necessary actions (within the scope of the Services) to ensure that the Employer s business operations at its Properties are not interrupted. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations N/A A KPI Event Failure will occur for each instance where any of the Employer s Premises is Unavailable at any time as a result of the Contractor s (or Contractor Subcontractor s) actions / failure to action. Monthly & Annual Trends No 111
KPI 10: PRIORITY 1 REACTIVE (All SERVICES) KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Consequence of Failure Measurement & Reporting Reactive Priority Time Applicable Priority 1 Reactive - All Services The Contractor shall ensure that all Faults and Service Requests are Attended and Permanently Rectified in accordance with the Priority Level 1 times in accordance with Appendix 9. To provide the Employer with rapid response and resolution to Faults and Service Requests which are categorised as an emergency in order to minimise any adverse impact on the Employer s staff, visitors or business interests. Percentage KPI Performance Level 1 Meets or Exceeds Expectations All Priority 1 Faults and Service Requests which:- Have been Permanently Rectified; or Have been notified to the Contractor within the reporting month but are yet to be Permanently Rectified. A KPI Event Failure will occur for each instance where: The Contractor did not Permanently Rectify the Fault or Service Request within the Permanent Rectification Time; A Fault or Service Request is open on the Contractor s CAFM System and the Permanent Rectification Time has been exceeded; or Where: - The Contractor did not Permanently Rectify the Fault or Service Request at the time stated on the CAFM System; The Contractor did not implement an Interim Rectification where a Permanent Rectification could not be undertaken. Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Fixed deduction according to percentage score. Monthly & Annual Trends Yes 112
KPI 11: HARD FM STATUTORY TESTS & INSPECTIONS KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Statutory Tests and Inspections The Contractor shall ensure that all required Planned Activities for Statutory Tests and Inspections within the scope of the services are undertaken on or before the planned date in the Annual Planned Maintenance Schedule. To ensure that the Employer is compliant with statutory requirements. Pass / Fail Performance Level 1 Meets or Exceeds Expectations Each Planned Activity denoted as a Statutory Test or Inspection on the Annual Planned Maintenance Schedule falling due within the reporting month. A KPI Event Failure will occur for each instance where: The Planned Activity is Closed on the Contractor s CAFM system after the due date and time for the Planned Activity; The Planned Activity remains Open on the Contractor s CAFM System passed the due date and time; or Where: - Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable The Contractor did not carry out the Planned Activity at the time and date stated on the CAFM System; A required Statutory Test or Inspection is found to be missing from the Annual Planned Maintenance Schedule and not carried out within 1 month of identification. Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Monthly & Annual Trends No 113
KPI 12: HARD FM PLANNED MAINTENANCE KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Planned Maintenance The Contractor shall ensure that maintenance Planned Activities on the Annual Planned Maintenance Schedule are carried out within the tolerances set out in the Specification. To ensure that the maintenance activities required to ensure the continued functioning of the Employer s assets are carried out within appropriate timescales. Percentage Performance Level 1 Meets or Exceeds Expectations Each Planned Activity on the Annual Planned Maintenance Schedule falling due within the reporting month. A KPI Event Failure will occur for each instance where: Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable The Planned Activity is Closed on the Contractor s CAFM system after the last date and time allowable within the tolerance for the Planned Activity; The Planned Activity remains Open on the Contractor s CAFM System passed the last date and time allowable within the tolerance; or Where: - The Contractor did not carry out the Planned Activity at the time and date stated on the Contractor s CAFM System; The Contractor did not carry out the Planned Activity in accordance with the Specification; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint Monthly & Annual Trends No 114
KPI 13: PRIORITY 2 REACTIVE - HARD FM KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Priority 2 Reactive - Hard FM The Contractor shall ensure that all Faults are Attended and Permanently Rectified in accordance with the Priority Level 2 times in accordance with Appendix 9. To provide the Employer with rapid response and resolution to Faults which are categorised as urgent in order to minimise any adverse impact on the Employer staff, visitors or business interests. Percentage KPI Performance Level 1 Meets or Exceeds Expectations All Priority 2 Faults which:- Have been Permanently Rectified; or Have been notified to the Contractor within the reporting month but are yet to be Permanently Rectified. A KPI Event Failure will occur for each instance where: The Contractor did not Permanently Rectify the Fault within the Permanent Rectification Time; A Fault is open on the Contractor s CAFM System and the Permanent Rectification Time has been exceeded; or Where: - The Contractor did not Permanently Rectify the Fault at the time stated on the CAFM System; The Contractor did not implement an Interim Rectification where a Permanent Rectification could not be undertaken. Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Monthly & Annual Trends Yes 115
KPI 14: PRIORITY 3 & 4 REACTIVE HARD FM KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Priority 3 & 4 Reactive Hard FM The Contractor shall ensure that all Faults are Attended and Permanently Rectified in accordance with the Priority Level 3 & 4 times in accordance with Appendix 9. To provide the Employer with a value for money response and resolution to Faults which are categorised as non-urgent or routine. Percentage KPI Performance Level 1 Meets or Exceeds Expectations All Priority 3 & 4 Faults which:- Definition of KPI Event Definition of KPI Event Failure Have been Permanently Rectified; or Have been notified to the Contractor within the reporting month but are yet to be Permanently Rectified. A KPI Event Failure will occur for each instance where: The Contractor did not Permanently Rectify the Fault within the Permanent Rectification Time; A Fault is open on the Contractor s CAFM System and the Permanent Rectification Time has been exceeded; or Where: - The Contractor did not Permanently Rectify the Fault at the time stated on the CAFM System; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Measurement & Reporting Reactive Priority Time Applicable Monthly Yes 116
KPI 15: PLANNED ACTIVITIES GROUNDS MAINTENANCE KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Planned Activities Grounds Maintenance The Contractor shall ensure that grounds maintenance Planned Activities are undertaken in accordance with the annual schedule within the Contractor s plan. To ensure that the Employer s grounds are maintained to an appropriate standard in line with the Specification and the Contractor s plan. Percentage Performance Level 1 Meets or Exceeds Expectations Each Planned Activity within the annual schedule falling due within the reporting month. A KPI Event Failure will occur for each instance where: The Planned Activity is not completed by the date scheduled for the Planned Activity; The Planned Activity remains uncompleted from the previous reporting month; or Where: - Definition of KPI Event Failure The Contractor did not carry out the Planned Activity at the time and date stated by the Contractor; The Contractor did not carry out the Planned Activity in accordance with the Specification; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint Measurement & Reporting Reactive Priority Time Applicable Monthly & Annual Trends No 117
KPI 16: PLANNED ACTIVITIES - PEST CONTROL KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Planned Activities - Pest Control The Contractor shall ensure that pest control Planned Activities are undertaken in accordance with the annual schedule within the Contractor s plan. To ensure that the Employer s Properties are adequately protected from infestation by pests. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations Each Planned Activity within the annual schedule falling due within the reporting month A KPI Event Failure will occur for each instance where: The Planned Activity is not completed by the date scheduled for the Planned Activity; The Planned Activity remains uncompleted from the previous reporting month; or Where: - Definition of KPI Event Failure The Contractor did not carry out the Planned Activity at the time and date stated by the Contractor; The Contractor did not carry out the Planned Activity in accordance with the Specification; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint Measurement & Reporting Reactive Priority Time Applicable Monthly No 118
KPI 17: PRIORITY 2,3 & 4 REACTIVE PEST CONTROL KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Priority 2,3 & 4 Reactive Pest Control The Contractor shall ensure that all Service Requests are Attended and Permanently Rectified in accordance with the Priority Level 2, 3 & 4 times in accordance with Appendix 9. To provide the Employer with a value for money response and resolution to Service Requests which are categorised as urgent, non-urgent or routine. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations All Priority 2, 3 & 4 Service Requests which:- Have been Permanently Rectified; or Have been notified to the Contractor within the reporting month but are yet to be Permanently Rectified. A KPI Event Failure will occur for each instance where: The Contractor did not Permanently Rectify the Service Request within the Permanent Rectification Time; A Service Requests is open on the Contractor s CAFM System and the Permanent Rectification Time has been exceeded; or Where: - The Contractor did not Permanently Rectify the Service Request at the time stated on the CAFM System; Identified through either: - The Contractor s own self-monitoring & audit as part of the Quality Management Plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint. Measurement & Reporting Reactive Priority Time Applicable Monthly Yes 119
KPI 18: PLANNED & SCHEDULED ACTIVITIES BUSINESS SUPPORT & ROOM SET UP SERVICES KPI Name Planned & Scheduled Activities Business Support Services, & Room Set up. Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event The Contractor shall ensure that business support & meeting room set up services Planned Activities are undertaken in accordance with the annual schedule within the Contractor s plan. The Contractor shall ensure that all rooms are set up appropriately prior to the start of scheduled meetings, To ensure that the Employer s business interests are not adversely impacted by the timely delivery of mail and business services. To ensure that the Employer s meetings and classes are not disrupted. Percentage Performance Level 1 Meets or Exceeds Expectations Each Planned Activity within the annual schedule falling due within the reporting month. Planned Activities to include (but not limited to) Incoming & Outgoing Mail drop off and collections, portering services)). Each room booking. A KPI Event Failure will occur for each instance where: Definition of KPI Event Failure Rooms are not cleared from the previous meeting at the start time of the booked meeting; Rooms are not fit for use at the start time of the booking; Substantiated complaints from users; The Planned Activity is not completed by the date scheduled for the Planned Activity; The Planned Activity remains uncompleted from the previous reporting month; or Where: - The Contractor did not carry out the Planned Activity at the time and date stated by the Contractor; The Contractor did not carry out the Planned Activity in accordance with the Specification; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint 120
Measurement & Reporting Reactive Priority Time Applicable Monthly & Trend Analysis No 121
KPI 19: PRIORITY 2,3 & 4 REACTIVE BUSINESS SUPPORT & ROOM SET UP ACTIVITIES KPI Name Key Performance Indicator Purpose of KPI Priority 2, 3 & 4 Reactive - Business Support Services, & Room Set up The Contractor shall ensure that all Service Requests are Attended and Permanently Rectified in accordance with the Priority Level 2, 3 & 4 times in accordance with Appendix 9. The Contractor shall ensure that all rooms are Attended to in accordance with the Priority Levels. To provide the Employer with a value for money response and resolution to Service Requests which are categorised as urgent, non-urgent or routine. KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Percentage KPI Performance Level 1 Meets or Exceeds Expectations All Priority 2, 3 & 4 Service Requests which:- Have been Permanently Rectified; or Have been notified to the Contractor within the reporting month but are yet to be Permanently Rectified. A KPI Event Failure will occur for each instance where: The Contractor did not Permanently Rectify the Service Request within the Permanent Rectification Time; A Service Request is open on the Contractor s CAFM System and the Permanent Rectification Time has been exceeded; or Where: - The Contractor did not Permanently Rectify the Service Request at the time stated on the CAFM System; Identified through either: - The Contractor s own self-monitoring & audit as part of the Quality Management Plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint. Monthly & Annual Trends Yes 122
KPI 20: PLANNED ACTIVITIES - WASTE MANAGEMENT KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Waste Management Services The Contractor shall ensure the daily clearing of all waste stream bin contents, segregation and transfer to allocated collection points and lining of bins. The Contractor shall provide a waste management service that ensures that the Premises are kept in a clean and tidy state. To ensure that the Employer s business interests are not adversely impacted, or pest infestations encouraged by the inadequate waste management. Percentage Performance Level 1 Meets or Exceeds Expectations Each Planned Activity within the daily schedule falling due within the reporting month. Planned Activities to include (but not limited to) daily clearing of all waste stream bin contents, segregation and transfer to allocated points and receptacles. A KPI Event Failure will occur for each instance where: Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable The Planned Activity is not completed by the date scheduled for the Planned Activity; The Planned Activity remains uncompleted from the previous reporting month; or Where: - The Contractor did not carry out the Planned Activity at the time and date stated by the Contractor; The Contractor did not carry out the Planned Activity in accordance with the Specification; Identified through either: - The Contractor s own self-monitoring & audit as part of the Quality Management Plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint Monthly & Annual Trends No 123
KPI 21: ROUTINE CLEANING KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Routine Cleaning The Contractor shall ensure that the required standards of cleaning are delivered, and that the Contractor s performance in this regard is subject to a robust monitoring / audit regime. To ensure that the achievement of the required standards of cleaning is monitored and reported in order that the quality of service can be managed and improved. Fixed Thresholds Performance Level 1 Meets or Exceeds Expectations N/A A KPI Event Failure will occur where: - Definition of KPI Event Failure The Contractor has not included the results of each routine cleaning audit due within the month within the Service Delivery Report for the month; and The Contractor has not carried out the routine cleaning audit in compliance with the Contractor s Quality Management Plan; or Where:- The cleaning standards (Specification Paragraph 9.2) have not been met in their entirety (at the start of each working day) at the Employer s Properties, as identified through either: - The Contractor s own self-monitoring & audit as part of the Quality Management Plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint. Measurement & Reporting Reactive Priority Time Applicable Monthly & Annual Trends No 124
KPI 22: PERIODIC CLEANING SERVICES KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Periodic Cleaning Services The Contractor shall ensure that periodic cleaning Planned Activities are undertaken in accordance with the annual schedule within the Contractor s Service Delivery Plan. To ensure that the Employer s business interests are not adversely impacted, or pest infestations encouraged by the inadequate delivery of waste management services. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations Each Planned Activity within the annual schedule falling due within the reporting month. A KPI Event Failure will occur for each instance where: Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable The Planned Activity is not completed by the date scheduled for the Planned Activity; The Planned Activity remains uncompleted from the previous reporting month; or Where: - The Contractor did not carry out the Planned Activity at the time and date stated by the Contractor; The Contractor did not carry out the Planned Activity in accordance with the Specification; Identified through either: - The Contractor s own self-monitoring & audit as part of the Quality Management Plan; The Contractor s own investigation following a complaint; or The Employer audit or investigation following a complaint Monthly & Annual Trends No 125
KPI 23: PRIORITY 2,3 & 4 REACTIVE - CLEANING SERVICES KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Priority 2,3 & 4 Reactive Cleaning Services The Contractor shall ensure that all Service Requests are Attended and Permanently Rectified in accordance with the Priority Level 2, 3 & 4 times in accordance with Appendix 9. To provide the Employer with a value for money response and resolution to Service Requests which are categorised as urgent, non-urgent or routine. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations All Priority 2, 3 & 4 Service Requests which:- Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Have been Permanently Rectified; or Have been notified to the Contractor within the reporting month but are yet to be Permanently Rectified. A KPI Event Failure will occur where: The Contractor did not Permanently Rectify the Service Request within the Permanent Rectification Time; A Service Requests is open on the Contractor s CAFM System and the Permanent Rectification Time has been exceeded; or Where: - The Contractor did not Permanently Rectify the Service Request at the time stated on the CAFM System; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Monthly & Annual Trends Yes 126
KPI 24: PLANNED & SCHEDULED ACTIVITIES - SECURITY KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Planned & Scheduled Activities - Security The Contractor shall ensure that security Planned Activities are undertaken in accordance with the annual schedule within the Contractor s plan, the Specification and site specific assignment instructions. To manage and minimise the security related risks to the Employer s staff, visitors and business interests. Pass - Fail Performance Level 1 Meets or Exceeds Expectations Each Planned Activity within the annual schedule falling due within the reporting month. A KPI Event Failure will occur for each instance where: The Planned Activity is not completed by the date scheduled for the Planned Activity; The Planned Activity remains uncompleted from the previous reporting month; or Where: - Definition of KPI Event Failure The Contractor did not carry out the Planned Activity at the time and date stated by the Contractor; The Contractor did not carry out the Planned Activity in accordance with the Specification; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint Measurement & Reporting Reactive Priority Time Applicable Monthly & Annual Trends No 127
KPI 25: PRIORITY 2,3 & 4 REACTIVE - SECURITY KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Definition of KPI Event Failure Measurement & Reporting Reactive Priority Time Applicable Priority 2,3 & 4 Reactive - Security The Contractor shall ensure that all Service Requests are Attended and Permanently Rectified in accordance with the Priority Level 2, 3 & 4 times in accordance with Appendix 9. To provide the Employer with a value for money response and resolution to Service Requests which are categorised as urgent, non-urgent or routine. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations All Priority 2, 3 & 4 Service Requests which:- Have been Permanently Rectified; or Have been notified to the Contractor within the reporting month but are yet to be Permanently Rectified. A KPI Event Failure will occur where: The Contractor did not Permanently Rectify the Service Request within the Permanent Rectification Time; A Service Requests is open on the Contractor s CAFM System and the Permanent Rectification Time has been exceeded; or Where: - The Contractor did not Permanently Rectify the Service Request at the time stated on the CAFM System; Identified through either: - The Contractor s own self-monitoring & audit as part of the Contractor s plan; The Contractor s own investigation following a complaint; or The Employer s audit or investigation following a complaint. Monthly & Annual Trends Yes 128
KPI 26: RECEPTION SERVICE KPI Name Key Performance Indicator Purpose of KPI KPI Measurement Type KPI Target Definition of KPI Event Reception Service The Contractor shall ensure that all receptions are appropriately staffed, meet the requirements of the Specification and Contractor s plan and provide a positive customer service to all the Employer staff & customers. To ensure that this important customer facing service delivers a very high standard of customer service at all times. Fixed Threshold Performance Level 1 Meets or Exceeds Expectations Each reception, each business day. A KPI Event failure will occur where: Definition of KPI Event Failure The agreed staffing levels are not provided during the core hours Correct uniforms are not worn There is inadequate training of staff There is inadequate customer service Incorrect information is supplied by staff (substantiated complaint) Substantiated complaints about the reception service standards. Measurement & Reporting Reactive Priority Time Applicable Monthly & Annual Trends No 129
1. APPENDIX 9 ANNEX 2 KPI PERFORMANCE MODEL 1.1 KPI Performance Model 1.1.1 The Parties acknowledge that on the date of this Contract they have received a CD- ROM version of the KPI Performance Model, which has been authenticated by signature of both Parties. 130
2. APPENDIX 9 ANNEX 3 - INDICATIVE PRIORITISATION SCENARIOS FOR GUIDANCE Priority Level Priority Name Description 1 Emergency Matters which: Present an immediate & serious risk to health & safety, security, Premises damage, Involve Critical Assets Significantly restrict normal operation and use of the Premises. 2 Urgent Matters which: May have health & safety implications, Restrict the normal operation r use of the premises without disruption or inconvenience. Indicative Scenarios Gas leak; Loss of electrical power to a public area, collection storage area, server room or security Control Room; Broken or unsafe glass that causes a risk hazard or affects the security of the Customer s premises; Flooding caused for example by burst pipes; Damaged roof or building fabric during a period of severe weather causing a risk to life or a risk of further Premise damage; Faulty locks which compromises security; Damage to external doors, windows which compromises security; Boiler failure which leads to lack of heating during the heating season; Extensive spillage causing environmental impact. Air conditioning fault in IT or Communications Room; Reduction in availability of hot water; Trip hazard, for example caused by loose flooring or damage to stairs; Blocked WC or sink (where other WCs and / or sinks are available); WC that will not flush (where other WC facilities are in operation); Failure of an individual light fitting (where others are in operation and there is sufficient lighting to continue operations); Faulty lifting gear or faulty eye bolts; Loose wall or floor tiles; Lift failure in a public area; 131
Priority Level Priority Name Description Indicative Scenarios Spillage causing slip hazard. 3 Non-Urgent Matters which: Impinge on the normal operation or use of the Premises but which do not cause immediate disruption or inconvenience. Faulty door closer; Broken toilet seat if more than one WC is available; Limited liquid spillage in back-of house area; 4 Routine Matters which: Are routine nature, Present a minor restriction on normal operation or use of the Premises. Do not cause discomfort, inconvenience, nuisance or risk to staff, the public or to normal business operations. Loose brickwork that requires repair for example through repointing; Loose door furniture; Individual power socket not working if more than one socket is available; 132
APPENDIX 10 CONTINUOUS IMPROVEMENT & INNOVATION 133
1. APPENDIX 10 CONTINUOUS IMPROVEMENT & INNOVATION 1.1 Continuous Improvement 1.1.1 The Contractor shall implement a process improvement framework for the delivery of the services so as to transform the Employer s FM Services. 1.1.2 The Contractor shall provide a dedicated Transformation Manager to endorse, implement and hold responsibility for the FM transformation. 1.1.3 The Contractor shall ensure that the improvement model promotes continuous process improvement based on evolutionary measurable steps and provides a system for initiating and implementing continuous improvement throughout the term of the contract. 1.1.4 Within the Contractor s plan, the Contractor shall describe the plan for FM transformation which shall include but not be limited to: a. The intended or possible changes to the services b. Continuous process improvement, across the Services c. Quantitative process control across the Services d. Standard consistent processes across the Services e. How the Contractor will driving innovation throughout the Contract Period 1.2 Gainshare Mechanism 1.2.1 In order to further incentivise the Contractor and provide the opportunity for continuous improvement, the Contract incorporates a Gainshare mechanism whereby the Employer and the Contractor share in any savings made through the application of a new working practice, process or Equipment use. The Contractor works collaboratively with the Employer to provide cost saving proposals in line with the Gainshare mechanism. 1.2.2 The Contractor actively demonstrates innovative ways of delivering the services and eliminating inefficiencies throughout the term of the Contract including reviewing new ways of working. This includes continuous review of service delivery methods to improve service quality, eliminate inefficiencies, introduce innovation, realise cost savings and achieve improved value for money. 1.2.3 This is done at no detriment to the quality of service delivered, unless agreed in writing by the Employer in advance of implementation. Where improvements deliver financial benefits a gainshare model is applied. The Contractor applies the performance standards set out in this Appendix to all its Subcontractor s, third party Contractor s and consultants engaged in the delivery of the Services. 1.2.4 Financial targets for savings to be achieved by the Contractor shall be set out below and shall be net of any changes in Price agreed by the Parties: Note percentage targets to be proposed by bidders in response to question 8 of the ITT and inserted on Contract Award Year 1 [x%] of the Annual Fixed Price for Year 1 Year 2 [x%] of the Annual Fixed Price for Year 2 Year 3 [x%] of the Annual Fixed Price for Year 3 Year 4 [x%] of the Annual Fixed Price for Year 4 134
Year 5 [x%] of the Annual Fixed Price for Year 5 1.2.5 The Contractor shall submit Improvement Suggestions to the Employer. Improvement Suggestions are proposals for innovations in or improvement to the delivery of the services which lead to improved quality and/or savings and may include but not be limited to changes to the Specification or changes to the Contractor s plan. 1.2.6 Savings realised as a result of the implementation of Improvement Suggestions are shared by the Employer and the Contractor in a ratio which shall be included in each business case. 1.2.7 The Contractor s performance in putting forward Improvement Suggestions and making savings is reviewed at the monthly performance meeting. 1.2.8 Where the Contractor identifies an Improvement Suggestion it provides a business case to the Employer which: a. provides a description of the relevant Improvement Suggestion; b. describes in detail how such Improvement Suggestion would benefit the delivery of the Services; c. details a breakdown of the Improvement Suggestion Cost (if any) including the proposed reimbursement period for the Improvement Suggestion Cost; d. proposes the ratio in which realised savings shall be shared; and e. includes any other information reasonably required by the Employer. 1.2.9 Following receipt of each business case, the Service Manager notifies the Contractor in writing that he: a. approves the business case for the Improvement Suggestion; b. approves the business case for the Improvement Suggestion subject to any condition the Employer may require; or c. rejects the business case. 1.2.10 Where the Service Manager conditionally approves the business case the Contractor re-submits an amended business case for reconsideration by the Employer. 1.2.11 The Employer decides at their absolute discretion whether business cases are approved or rejected. 1.2.12 Where the Employer identifies potential Improvement Suggestions, the Employer notifies the Contractor of the potential Improvement Suggestion and the Contractor submits a business case for the Improvement Suggestion to the Employer. 135