Who is CarillionAmey? CarillionAmey (CA) is a joint venture between Carillion and Amey which was formed to deliver facilities services to the Ministry of Defence (MOD). Both companies are large UK companies and have many years of experience of working with the UK Armed Forces. Our services to the MOD include the construction of buildings and infrastructure as well as facilities management and maintenance – helping to create better living and working spaces for our Armed Forces. In 2014 CarillionAmey was chosen by the Defence Infrastructure Organisation (DIO) to deliver the Regional Prime contracts in England, Wales, Scotland and Northern Ireland. This guide is for Building Custodians and other nominated personnel who report faults to the CA Helpdesk and/or interface regularly with CA Regional Prime staff and operatives. This guide will take you through the contract and the scope of activity within it; how we will deliver it using the supply chain model; and response categories, times and priorities.
What We Do Scope • Statutory and Mandatory Inspection Regime (Planned Maintenance and Professional Inspection) to a DIO defined Hard Facilities Management (HFM) task list. • Reactive Maintenance up to the Inclusive Repair Limit (IRL) of £2,500. Work beyond this limit is considered by DIO using priority based assessment. • Grounds Maintenance and Snow & Ice Clearance. • Additional Works (any service or central works which are beyond the HFM requirements). Extent • MOD infrastructure assets “inside the wire” Contract • Monitoring and reporting Exempt • Service Family Accommodation including those “inside the wire”
Our Local Team
How we Prioritise
How we are organised Your site will have a CA Delivery Manager (DM) or Site Manager (SM), who will be based at your unit or a unit nearby. On the more complex sites there may be more. Get to know them. Your DM/SM will be working to a Service Delivery Area Manager (SDAM) who is responsible for a number of units in your area. SDAMs work to Area Managers, there are three in this region, who work directly to the Regional Prime Operations Director – the CA head for the region and the formal Contractor’s Representative. Our Client, the DIO, are similarly staffed, although their focus is on assuring our delivery in line with the contract. Your unit will have an Estate Facilities Manager (EFM) who will work opposite the CA DM and to a Senior Estate Facilities Manager (SEFM) who works opposite the CA SDAM. SEFMs work to DIO Area Managers, who work directly to the Regional Manager – the DIO head for the region.
Planned maintenance Our planned maintenance and inspections cover the statutory, mandatory and preventative tasks detailed in the contract. Of these the completion of statutory tasks is the highest priority and the End User will be kept informed of any planned tasking that may be deemed intrusive to ensure the unit remains statutory compliant with as little impact on the End User as possible. Grounds Maintenance Unlike the above, Grounds Maintenance (GM) does not work to specified dates, however, each unit has a GM regime that provides an outline plan for the week’s outputs (weather permitting) and CA’s DM is kept informed of progress against the plan by our contractors. End Users will be kept informed of any significant changes to the regime plan that may be brought about by weather or resource challenges.
NATIONAL HELPDESK NUMBER – 0800 707 6000
Regional Prime Organisation
Information required by the Helpdesk: • • • • • • •
How to contact us:
DIO
End Users
Assurance
Engagement
Helpdesk 0800 707 6000
Point of contact Site Building number Room number Nature of the fault Access restrictions Contact number/email address of person reporting the fault
Or email us at
[email protected]
CarillionAmey Management
Specialist Suppliers
The Helpdesk can be contacted should any issues arise outwith the GM regime (fallen trees etc).
Leadership
Tier 1 Supplier Hard FM and Response Maintenance Suppliers
AWS Contractors & Consultants
Facebook www.facebook.com/carillionamey Twitter twitter.com/carillionamey
Always ask for phone or email confirmation on completion
CarillionAmey (CA) Helpdesk The CA Helpdesk is in Speke, Liverpool, and is the first point of contact for the contract deliverables. All fault reporting should be made to the Helpdesk so that it can be prioritised and programmed for response and repair.
The Helpdesk can also be used for to request assistance, (for example in reprioritising work; requesting reworks) and for tracking the progress of works, although it is worth noting that it is unlikely we will be able to provide updates or lower priority task orders during silent hours as our contractors primarily work days.
The Helpdesk is contactable 24/7, 365 days a year, by telephone on 0800 707 6000 or email RPHelpdesk@ carillionamey.co.uk
Not all faults will be able to be repaired immediately, Purchase orders for spare parts may need to be raised, with potential lead time implications and works that breach the Inclusive Repair Limit (IRL) of £2,500 will need to be addressed via the Additional Works process before they can proceed.
Helpdesk staff will give you a job reference number which is a unique identifier for that job; a priority of response will be provided in line with the response categorisation which is in itself determined by the operational needs and service priority of the asset agreed at site level. This key information is available elsewhere in this guidance document for your ease of access.
You are also able to raise a compliment or a complaint about our service. We will monitor our performance through the Helpdesk and present our completion statistics through information generated by the Helpdesk, so it is very important to all of us that it is fully utilised.
What are the Response categories and how are they calculated? Response categories are a balance between the operational need of the asset and the service priority afforded the asset, as provided during the call to the Helpdesk. The following table provides a description of the operational need applied to Assets that has been agreed between the unit, the TLB and the DIO.
Response Categories – Priority Definitions (Continued)
Priority 7 Fault Categories • •
Priority 7 – These works need to meet the following criteria.
Operational Need of Assets (ON) Rating
Operational Need
Description
1
Essential
Asset is critical in support of operational output at national or at site level.
2
Required
Asset is required in direct support of operational output but is not essential as alternative management or estate arrangements or solutions could be considered.
3
Advantageous
Asset has an enabling support function to operations but is not essential or required in terms of directly supporting operational output but the function it performs is advantageous in the 'softer elements' of service life. Asset could be considered for rationalisation.
4
Not Required Occupied
Asset is no longer required but occupied due to service reasons and is therefore a candidate for demolition.
5
Not Required - Out of Use
Asset is no longer required and is not occupied.
CarillionAmey business cards and posters are available to help promulgate our points of contact across our customer/End User.
Priority 7 Building Categories • • • • •
Single Living Accommodation (SLA) Mess/Catering Facilities Medical/Dental Centres Crèche Facilities/Community Centres Guard Rooms
• • • •
+
Priority 7 response times Temp Fix - 12 Hours Perm Fix - 5 Working Days N.B - Op Need 1 buildings do not require P7 as they are able to achieve P1 if the situation requires it.
• • • • • • • • • • • • • • • •
Values
Our Values act as the standard by which we are judged. Living our values will enable us to do the ‘right thing’.
We Deliver
Providing the best value to meet customer needs
NGEC and YOU Guidance for Building Custodians and Users
We Take Ownership
Service Priority (SP) The Service Priority is determined by the Helpdesk from the table below, based on the information provided by the person raising the request. The Service Priority shall be confirmed back to originator of the call. The Service Priority is a statement of the impact on End Users of failure to provide the service required to maintain assets that are functional and safe.
People working together to achieve lasting success
We Improve
Proactive about change and continuous improvement
Service Priority
Description
1
Failure to provide a service that threatens imminent risk of injury to persons or a high risk of damage to property (for example not necessarily limited to estate features or Government-owned property) or significant damage to the environment or that threatens an essential operational primary output.
2
Failure to provide a service that gives rise to a security risk or prevents the employer from conducting its normal operations or occupancy of an asset.
3
Priority 1
Priority 2
Failure to provide a service that compromises the employer from conducting its normal operations or causes disruption to an asset or its occupants.
4
Failure to provide a service that gives rise to inconvenience of use or beneficial occupation.
5
Failure to provide a service that does not impinge on operational capability or use of an asset. Alignment Table of Response Categories (RC)
Version 3 - November 2016
Priority 0 (E)
Immediate response Make safe as soon as possible
Service Priority (SP)
Commitment to excellent service every day
We Achieve Together
Response Priority Summary
ON 1
2
3
4
5
SP 1
0
0
0
0
0
2
1
2
2
3
4
3
2
2
3
3
4
4
3
3
3
3
4
5
3
3
3
3
4
ON = Operational Need SP = Service Priority Response Category
Priority 3
12hr response - temporary repair 20 working days - permanent repair
5 working day response - temporary repair 20 working days - permanent repair
20 working days - permanent repair
CCTV (all buildings not just the above). IDS (Intruder Detection Systems) (all buildings not just the above). Security Access Control (all buildings not just the above). Barriers/Security Fences (all buildings not just the above). Security Lighting due to heightened security concerns (all buildings not just the above). Total loss of heating between 31 Oct - 1 May in buildings with seasonal heating or total loss of heating at any time of the year in buildings with all year round heating e.g. Guard Rooms/Medical Centres Blocked main drain, soil pipe or flue. Unusable WC if it is the only one in the building. Unusable bath or shower if it is the only one in the building. Total loss of or major fault in electricity supply. Total loss of lighting. Loss of gas supply. Total loss of cooking facility. Total loss of water supply. Total loss of hot water. Breaches of security or inability to secure external doors or ground floor windows. Severe storm or other structural damage. Inoperable fire escape. Serious fire damage. Smoke detector or alarm that is causing a noise nuisance that cannot be isolated. Defective flooring or stairs that provide a health and safety hazard. Faulty smoke and CO2 detectors.
How We Communicate Weekly Meeting HFM (Statutory & Mandatory) The End User will be apprised of the statutory state of unit Level 2 assets and will provide the opportunity to discuss any intrusive planned maintenance in the near future. Response Tasks - We aim to keep the End User apprised of response task progress and those instances where completion has been delayed through lack of access, the need to secure spare parts to complete the task or the need to raise an SON as repair is above the IRL of £2,500. Additional Works - We aim to update the End User on the progress of those SONs that are considered a high priority by the unit, drawing on briefings from Project Managers if appropriate. Grounds Maintenance (GM) – How our contractor is progressing against the planned GM regime.
Emergency - a situation that threatens imminent risk to injury or a high risk of damage to property or environment or essential operations.
How We Communicate With You If you raise a call to the Helpdesk you are welcome to request confirmation of completion, in which case we will add this to your profile to ensure this happens.
Critical - occurs on an Asset of Operational Need 1Essential that gives rise to an immediate security risk or prevents Critical Operations or Occupancy of an asset.
Our Tier 1 supply chain operatives can leave “Fault Update/Repair” cards with Building Custodians on completion of response tasks – if you would like these, please liaise with our DMs.
Urgent - occurs on an Asset that prevents an End User from conducting normal operations or occupancy of an asset. Routine - a routine incident is an incident occurring on any Asset where the impact of failure to maintain the function is low.
The Alignment table uses the Operational Need and Service Priority of an asset to determine the Response Category (RC).
Priority 4
20 working days - wind & weatherproof
Wind and Weatherproof - esponse only required if failure to complete will result in lack of security or penetration of the external envelope which permits deterioration of the structure or its internal components.
For Example: If an Asset has an Operational Need (ON) Rating of 1 and a Service Priority (SP) of 3, then the Response Category would be Priority 2.
Priority 7
12hr response - temporary repair 5 working days - permanent repair
Priority 7 - these works need to meet both building and fault criteria – see panel below for detail.
As part of our aim to improve customer satisfaction, 10% of End Users whose Helpdesk calls have been completed in the previous month will receive a call from the Helpdesk to ascertain the level of customer satisfaction with the service provided. The progress of any Additional Works you may have raised will be reviewed by the HoE representative with our site team.
Communication
DIO
End Users
SEFM EFM
Head of Establishment HoE Rep (XO, QM, OC SSS etc)
ICMM
Weekly Meetings
CarillionAmey Site Manager Delivery Manager SDA Manager
Overview of Communication with End Users CarillionAmey DMs hold weekly meetings with HoE representatives to address ‘tactical’ level issues surrounding the contract. These are usually also attended by the DIO’s site EFM. On a monthly basis unit representatives attend an Infrastructure Community Monthly Meeting (ICMM), chaired by the DIO’s SEFM which covers; H&S, the Site Delivery Plan, wider DIO delivery, risks and issues reviews, performance management and reporting. This forum will also be attended by wider Soft FM and TFM contractors. On a quarterly basis the HoE will meet with the DIO and CA Area Managers for a quarterly review where all aspects of the contract can be discussed. The Site Delivery Plan captures the key elements of interest for the End User and is provided at the ICMM.
Service Register The Service Register is designed to contain a 10 year forward view of all services plus records of historic works with costs and is comprised of two key elements; Establishment Specific Task Schedules (ESTS) and Rural Estate Task Schedules (RETS) - a 12 month view of the statutory, mandatory, preventative and rural tasks for the Establishment. Forward Additional Service Plan (FASP) - an annual programme of planned Additional Services that evolves and is updated in line with the planning cycle.
Forward Additional Services Plan (FASP) Our Asset Managers work with DIO to provide the FASP data that determines which items requiring DIO funding (improvement, changes, and work above IRL etc) are to be progressed in the next year; throughout the year; and for the timely submission of the Infrastructure Planning Round. The FASP also includes details of Proposed Additional Works which may be funded through programmed injections via TLB. The CA software system will transfer all Additional Services which meet DIO’s criteria into the Service Register on an immediate basis.
How This relates to You Building Custodians If you have been appointed as a Building Custodian (BC) this leaflet aims to provide you with a quick reference guide on common and general estate matters.
Role of the BC (extracted from JSP 435) •
•
Additional Work (AW) will usually arise from the following areas:
Smaller projects (usually <£25K) will be dealt with by the site DM, larger projects will be afforded a designated CA Project Manager from within the Service Delivery Area VBA Management
•
Routine repair (maintain) work which breaches the Inclusive Repair Limit of £2,500.
•
Lifecycle repair work (sustain) programmed by DIO.
•
Any new work (change) which is required by the End User. Typically new build, refurbishment or reconfiguration.
Process Change activity is generated by production of a Statement of Need (SON) by the End User who will be required to outline the details of the requirement and most importantly the justification for the work. Before submission to the CA Delivery Manager this requirement should be verified by the local HoE Representative (typically QM, OC SSS, XO or OC Base). CA will then provide costs and work in conjunction with DIO and the End User to provide an outcome to the proposal.
Contract Management The management of the contract and the assurance of performance is solely the responsibility of DIO. Performance by the contractor is incentivised using a mixture of KPIs and other measures which allow under-performance to be addressed. Under the NGEC contract there are formal mechanisms that are used to promote communication of issues via Early Warnings and Risk Reduction Meetings allowing them to be understood quickly and addressed collaboratively. A formal audit regime is in place which requires DIO staff to verify that work is carried out to the required standard and within the required timescales. This assurance programme is supported by an independent 3rd party auditor.
The Virtual Bank Account (VBA) is a term used for an amount of money provided to HoEs by TLBs and DIO set aside for use in delivering emerging low value work (e.g. notice boards, provision of electrical sockets, welfare enhancements). The VBA requires close management and priorities will be set by the senior HoE representative. The CA Delivery Manager will provide guidance on costs and also monitor expenditure on behalf of the HoE but the approval to commit work can only be given by DIO in order to ensure that expenditure is appropriate and represents value for money.
Handover/Takeover. When taking/handing over responsibilities as BC, you are advised to perform a complete inspection of the building(s) and designated surrounding areas with the outgoing/ incoming individual. Inspections. It is recommended that you inspect your building(s) and the immediate surrounds on a weekly basis to check for any damage or defects and to ensure tidiness and cleanliness. While your building(s) will be formally inspected as part of the Head of Establishment’s inspection programme, you are advised to ensure that your building(s), and the immediate surrounds, are
Additional Works Requests. Additional Works are those work services that involve adapting or extending the estate to meet the operational requirements of the End User. Any requests for Additional Works are to be submitted through your line manager. When approved you should discuss the detailed requirement with DIO. Wilful and Malicious Damage. The BC is responsible for ensuring all occupants treat buildings carefully. Where the contractor or DIO considers that any damage or defects did not arise from fair wear and tear you will be informed. You may be required to support any internal investigation. Where you are aware of any wilful or malicious damage you should report this to your line manager. Self-Help Works. For Health & Safety and contractual reasons under no circumstances are any self-help works to be undertaken without the authority of DIO. Invasive works will not normally be approved. Energy Conservation. You are to contribute to energy conservation by encouraging building occupants to turn off all electrical and heating appliances when they are not in use.
CarillionAmey is required to measure customer satisfaction by: • •
monitoring and reporting on formal compliments and complaints, as well as gathering direct feedback from End Users on the end-to-end experience – we do this by phoning a sample of end-users every month
Heads of Establishment will also be directly engaged by senior CA and DIO staff to complete quarterly reviews in order to directly tackle issues and understand trends.
•
This information is by no means exclusive and needs to read in conjunction with your Establishment Standing Orders. If in doubt you should seek advice from your establishment lead for the key areas.
•
Additional Work Management
properly prepared for each inspection and that all relevant registers are available for review by the Inspecting Officer.
Building Custodian Relationships with DIO, CA and CoC As the Building Custodian (BC) you will be the DIO, CA and CoC’s primary Point of Contact for any issues relating to your areas of responsibility. In most instances you will be the individual who contacts the CA Helpdesk – the information required is quite straight forward and is detailed on the adjacent slide. It is recommended that you ask for phone or email conformation of completion.
•
Weather Precautions. Whenever there is snow and ice, you are advised to check that the relevant areas around your building(s) have been properly cleared in accordance with your establishment’s snow and ice plan to provide a safe means of access/ egress for those working, living, or visiting the building(s). Maintenance Defects. As BC, you are responsible for reporting building/grounds maintenance/water and waste water defects directly to the Regional Prime Contract Helpdesk. Your DIO representative will advise you of local procedures and keep you updated on works progress where this is not within the contracted response times.
Keep me safe; keep me legal
Don’t Walk By
Health and Safety By providing a safe working environment, we can reduce accidents and save lives. Health and safety in CA is geared towards the protection of everyone involved in and affected by our works. Our systematic approach to health and safety helps to control risks and reduce costs.
Don't Walk By is all about creating a health and safety culture of awareness and openness in which people have the confidence to identify and challenge unsafe acts and conditions and make suggestions for improvement.
DIO Area Manager
A Don't Walk By is an activity or situation which if left unchanged or unchallenged has the potential to cause injury or ill health. We empower our staff to challenge unsafe behaviour and working practices in our workplace.
DIO Senior Estates Facilities Manager (SEFM)
We will strive to deliver continuous improvement in health and safety through everything we do. We have a clear stated goal of 'Target Zero' accidents and apply a zero tolerance approach to deliberate health and safety nonconformances displayed by any of our employees or those of our supply chain partners. We believe that the only way to achieve 'Target Zero' is through everyone behaving safely. We have well-established policies and systems in place to manage health and safety. We operate a telephone reporting system for all health, safety, and environmental accidents and incidents.
Everyone has a part to play in avoiding accidents by taking an interest in their surroundings. By taking action we can help to prevent a dangerous situation or act turning into another statistic.
Name
Telephone
Email
Name
Telephone
Email
DIO Estates Facilities Manager (EFM)
CarillionAmey Area Manager
If you see unsafe behaviour or working practices call us on
0800 707 6000
CarillionAmey Service Delivery Area Manager (SDAM) CarillionAmey Delivery Manager (DM)
Safety, Health, And Environmental Protection Safety of Visitors and Contractors. Role. The Building Custodian (BC) is crucial to the effective operation of the system for the Co-operation, Co-ordination, Communication, and Control (4Cs) of visiting workers/contractors. As directed by the 4C Duty Holder and nominated Area Custodian, you are to act as the focal point for co-ordinating the activities of visitors/ contractors who are visiting/working in your area/building, as well as ensuring that a safe environment is provided and maintained for building occupants. Establishment Safety, Health, and Environment (SHE) Brief. A general establishment SHE briefing sheet is issued to all contractors on arrival on site. Specific briefs are provided to works contractors by the CA Delivery Manager or CA’s Tier 1 supply chain. Advice and Guidance. The establishment SHE Adviser or 4C Duty Holder will provide you with advice and guidance to ensure contractors have, and are properly operating, a Safe System of Work so as not to endanger occupants or visitors.
Grounds Maintenance CarillionAmey’s requirements are driven by three key documents:
HoE Representative
1. The Grounds Maintenance Plan (see example opposite) 2. The Grounds Specification in our contract, this aligns with the plan in that the different coloured areas of the plan reflect the various requirements 3. Units Snow & Ice Plans (see example opposite)
(QM/OC SSS/XO/OC Base
Supply Chain
Maintenance regime and GM output is regularly reviewed by CA and DIO staff and GM staff and management are consulted as necessary.
Supply Chain
CarillionAmey operates specialist management teams across the Regional Primes consisting of Grounds Advisors and Arboriculturalists to ensure maintenance of standards. Supply Chain
What we Report • Statutory Compliance • Inspection KPIs • Planned Statutory & Mandatory tasks • Core Works KPIs Notes
Aquatrine Representative
Management: Establishments either have dedicated site-based resource or share resource with other sites in close proximity depending on scale and complexity. In both instances the principal Point of Contact for the End User is the CA Delivery Manager.
GLOSSARY CA - CarillionAmey
CarillionAmey
DIO - Defence Infrastructure Organisation S&M - Statutory & Mandatory HFM - Hard Facilities Management
Notes
Organisation Diagram
Regional Prime Operations Director
Defence Infrastructure Organisation Regional Prime Service Manager
IRL - Inclusive Repair Limit
While the Helpdesk will be your primary point of contact for all faults it is worth developing a good working relationship with your CA Delivery Manager in order that the site team better understand any particular issues that you may be experiencing.
GM - Grounds Maintenance
Some units will operate a different model, relying on a Single Point of Contact (SPOC) between the unit and the CA Helpdesk – in this case, the BC role changes little in that you will simply be required to inform the SPOC of the fault details and the SPOC will contact the Helpdesk on your behalf.
VBA - Virtual Bank Account
Area Manager (Sub-Regional)
Area Manager (Sub-Regional)
Service Delivery Area Manager (SDAM)
Senior Estates Facilities Manager (SEFM)
AWS - Additional Works Services SON - Statement of Need
DWB - Don’t Walk By Level 2 Asset - Physical Asset within the site (ie a building or an item of infrastructure) ICMM - Infrastructure Community Monthly Meeting
Site Manager (SM) Delivery Manager (DM)
Estates Facilities Manager (EFM)
