Case Study Structured Services the FM Framework

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Beverly Barker
5 years ago
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Case Study Structured Services the FM Framework Estates Services Strategic Facilities Management

but now Facilities Management is recognised as affecting most of us directly.

tribute to the expertise, professionalism and at times dogged determination of the FM team.

Facilities Management service (FM) has grown and developed significantly in recent years.

our team and achieving Customer Service Excellence accreditation in 2015.

1 Case Study Structured Services the FM Framework Estates Services Strategic Facilities Management Quality Compliance ' FM was an obscure acronym to most members of the University five years ago, but now Facilities Management is recognised as affecting most of us directly. The speed with which FM has begun to permeate University departments is remarkable, and is a tribute to the expertise, professionalism and at times dogged determination of the FM team. William James Pro-Vice-Chancellor Planning and Resources Background The Estates Services Facilities Management service (FM) has grown and developed significantly in recent years. During that time we have developed our services, listening and consulting with our customers and our team and achieving Customer Service Excellence accreditation in In addition, we were finalists in the British Institute of Facilities Management s (BIFM) prestigious In-House Team of the Year national awards in Page 1 - August 2016

2 Our growth in numbers No. of Buildings Departments No. of Staff Budget 5m 14.1m % of the Estate 8% 25% FM are committed to supporting Estates Services core values:- Continuous improvement Consultation Openness, transparency and clarity Timely services Fair and equal treatment Listening Objectives and reasons for introducing the FM Framework The Estates Services FM team has grown substantially in recent years and we have devised the FM Framework, which incorporates some of the industry s best practice and implement these within the University. The FM Framework incorporates both health and safety compliance monitoring, and also substantial information about the buildings we manage and our services. For example: FM operational compliance To support our key clients and relevant buildings committees we provide: Quarterly Management Reporting This includes financial, service delivery, personnel, performance statistics and general information on FM Helpdesk jobs, waste Page 2 - August 2016

3 management, catering etc. These are generally quarterly, but the frequency is set to meet each client s needs; Scope of Services and Service Level Agreements each building has a service level agreement which is reviewed annually with our key client(s)/relevant building committee. These are devised to meet funding and operational requirements. Page 3 - August 2016

4 To support our building occupants/customers we provide: Websites for the buildings we manage each of our buildings has its own webpage with useful information, including links to our FM On-line reporting tools (Planon). It is possible to book rooms, parking, hospitality, reprographic services etc from these pages; Building user guides we provide clear information for each building we manage, ensuring everyone working or studying there understands the services provided. To support our teams we provide: Operations manuals we provide operations manuals which detail how each buildings operate. This has restricted access for the FM operational team, the FM Helpdesk and Security Services (for out-of-hours support); First 100 days we provide our team members with an additional period of induction to ensure that they fully understand their role within the University and the FM team. The Estates Services FM team take compliance matters seriously and manage our services according to the University s policies and procedures. We liaise closely with divisional safety officers on behalf of our customers to ensure that as many issues and risks as possible are identified and managed appropriately. Our facilities managers generally are trained as departmental safety officers, and security liaison officers. Some are further trained in the NEBOSH general certificate in safety compliance. FM health and safety compliance To support our key clients and relevant buildings committees we provide: Building risk assessments detailed, professional risk assessments for all our managed buildings; Fire risk assessments detailed fire risk assessments for all our managed buildings; General workplace compliance we identify and resolve workplace matters and ensure the workplace meets its obligations in terms of the services we provide, such as evacuation drills and procedures, first aid arrangements, emergency lighting testing etc; Catering compliance our catering outlets are registered with the local authority and have Five Star hygiene status for all of our sites. We undertake audits as required. We have rigorous requirements which meet or exceed the demands of University policy and the Food Safety Act Page 4 - August 2016

5 Improvements and benefits Significant progress with measurable results has been achieved over the last few years and has moved FM services from a perceived low-profile workforce image to a professional service and a strategic business support. The rapid growth in the team underlines that progress, as departments make Estates Services FM their service provider of choice. Paul Goffin BSc, MSc, FRICS, Director of Estate The FM Framework is an extensive set of documents and tools which provides clear expectations about how our framework is implemented. Its key principles centre around consistency, clarity and change as outlined below in the 3C s. Consistency Our service is across multiple buildings and service teams. Our FM Framework enables us to wrap a clear, consistent framework around the services we provide to our customers. Clarity The clarity the framework provides benefits our team who deliver the services, as well as our clients and customers. It also enables us to provide evidence of good customer services and gives us the opportunity to communicate and review what we do. Change This process also prompts thought about the ongoing evolution of services as well as providing a clear set of expectations for framework to implementation. We have put the FM Framework in place across all our managed buildings, for we also introduce this across our new business also. Page 5 - August 2016

POWER AND WATER CORPORATION POLICY MANAGEMENT OF EXTERNAL SERVICE PROVIDERS

POWER AND WATER CORPORATION POLICY MANAGEMENT OF EXTERNAL SERVICE PROVIDERS Prepared by: Approved by: Chief Procurement Officer John Baskerville Chief Executive File number: D2015/65737 June 2015 MANAGEMENT