Estates & Property Services
Service Level
Agreement
Page 2 of 12
DOCUMENT CONTROL: ... 3
1 INTRODUCTION ... 4
1.1 Scope of the Agreement ... 4
1.2 Duration of the Agreement ... 4
1.3 Signatories to the Agreement ... 4
1.4 Service Contacts ... 5
1.4.1 Professional Services Main Service Desk/Contact Point ... 5
1.4.2 Professional Services Primary Contact ... 6
1.4.3 Customer Details ... 6
2 SERVICE DESCRIPTION ... 6
2.1 Our services agreed to be In-scope of the Service Level Agreement ... 6
2.1.1 Standard Services ... 6
2.1.2 Additional Features ... 7
2.1.3 Our services agreed to be out-of-scope of the Service Level Agreement ... 7
2.2 Service Coverage ... 7
2.2.3 Service Hours/Availability ... 7
2.2.4 Service Eligibility ... 7
2.2.5 Service Issue Escalation ... 8
3 SERVICE LEVEL ... 8
3.1 Target Service Levels ... 8
3.2 Monitoring our performance ... 9
4. CUSTOMER RESPONSIBILITIES ... 10
5. MANAGEMENT OF SERVICE LEVEL AGREEMENT ... 11
5.1 Governance and Review of Service performance ... 11
5.2 Service Issue Escalation ... 11
5.3 Change control ... 12
5.4 New service requests ... 12
Page 3 of 12
Document Control:
Project/Service Name: Recycling and Waste Disposal
Document Number:
Document Category: Service Level Agreement
Issued By: Executive Director of Estates and Property Services.
Version Reason for Change Author Date
0.1 First draft Graeme Holland 15.06.2011
0.2 Comments for discussion Bec Bennett 24.06.2011 0.3 Revisions and additions Jan Wilman/Chris Large 28.06.2011
0.4 Proof corrections Jan Wilman 08.07.2011
0.5 Revisions Chris Large 29.07.2011
0.6 Additions and Revisions Jackie Armstrong 16.08.2011
Distribution for Approval:
Title Name Signature Date
Distribution for Information:
Page 4 of 12
1 Introduction
This document defines the service agreement between Estates & Property Services and Colleges, Schools and Professional Services Departments of the University of Salford, to provide a recycling and waste disposal service.
1.1 Scope of the Agreement
The agreement covers the planning and management of segregation of waste, removal of waste from buildings, recycling, and disposal of non-recyclable materials.
1.2 Duration of the Agreement
This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded.
1.3 Signatories to the Agreement
The signatories to this agreement are:
Unit Signatory
College of Arts and Social Sciences Dean of College, Professor Huw Morris School of Art and Design Head of School, Professor Allan Walker Salford Business School Dean of School, Professor Amanda Broderick School of Humanities, Languages and
Social Sciences Head of School, Professor Paul Rowlett Salford Law School Head of School, Dr Mark James
School of Media, Music and
Performance Head of School, Professor Erik Knudsen
College of Science and Technology Interim College Registrar, Vikki Goddard School of the Built Environment Acting Head of School, Professor Charles Egbu School of Computing, Science and
Engineering Acting Head of School, Professor Sunil Vadera
School of Environment and Life
Sciences Head of School, Professor Judith Smith
College of Health and Social Care Dean of College, Professor Cynthia Pine School of Health Sciences Head of School, Sue Braid
School of Nursing, Midwifery and
Social Work Head of School, Professor Tony Warne
Professional Services
Advancement Services Director of University Development, Jan McKenzie Change Management Head of Change Management, Paul Cartwright Communications Director of Communications, Chris Larkin Estates & Property Services Interim Executive Director, Keith Beal
Page 5 of 12
Finance Department Director of Finance, Karen Brown
Governance Services Unit Head of Governance Services Unit & Deputy Secretary, Mark Rollinson
Human Resources Division Executive Director, Keith Watkinson
I T Services Chief Information Officer, Derek Drury
The Library Director, Julie Berry
Offices of Vice-Chancellor & Deputy
Vice-Chancellor Chief of Staff, Alison Rhodes
Planning and Performance Director, Phillip Hopwood
Research and Graduate College Director of Graduate Studies, Professor Vian Ahmed Research and Innovation Director of Research and Innovation, Professor
George Baxter
Student Information Directorate Director of Student Information, Scott Mulholland Student Life Directorate Director of Student Life, Liz Bromley
Students’ Union Chief Executive, Phil Benton
1.4 Service Contacts
Listed below are the names, emails and contact numbers of the primary service contacts.
1.4.1 Professional Services Main Service Desk/Contact Point
When waste items, including sharps such as hypodermic needles, present a serious risk to health and safety the problem should be reported to the E&PS Helpdesk without delay, for an emergency response.
Routine waste disposal requests and queries should be directed to the Handyperson in the relevant building. More complex requests should be made to the Building Manager. Jobs can also be logged in the following ways:
Telephone Number
Monday – Friday 8.30am – 4.45pm
0161 295 4444 (internal 54444) – E&PS Helpdesk
Emergency Number
At all other times
Page 6 of 12 Web Contact
24 hours, 365 days
Click on the Estates Job Reports icon on the desktop to log a job, at any time, via CAFM Net
Email Address
24 hours, 365 days
1.4.2 Professional Services Primary Contact
Name Vicky Booth
Role Head of Administrative Services
Telephone Number 0161 295 6714 (internal 56714)
Email Address [email protected]
1.4.3 Customer Details
See section 1.3.
2 Service Description
E&PS will be responsible for managing a system, for all buildings on the campus, which allows waste to be separated into recyclable and non-recyclable materials, segregated, removed from buildings, stored in accordance with legislation, recycled where reasonably practicable and sent to landfill where necessary. The aims will be to support the University’s
Environmental Sustainability policy whilst collecting, storing and removing waste in a way which optimally balances impact on users of the campus, impact on the environment, and cost.
2.1 Our services agreed to be In-scope of the Service Level Agreement
The following range of activities is agreed as being in-scope and will be handled:
2.1.1 Standard Services
RW1 Provide facilities for segregation of waste into categories, including confidential documents, paper, bottles and cans, batteries, refrigeration equipment, scrap metal, garden waste, and building maintenance waste
RW2 Promote recycling and responsible waste disposal
RW3 Hold licences for the handling, transfer and dispatch of waste RW4 Remove waste from buildings
RW5 Provide and maintain a composting machine for food waste, for use by the catering contractor
RW6 Provide and maintain an electricity generator for recycling waste oil
RW7 Provide recycling opportunities to external organisations, such as charities and commercial enterprises
RW8 Arrange removal of waste from the campus
RW9 Remove items fly tipped or dumped on the campus
Page 7 of 12 2.1.2 Additional Features
Users may be charged for services which are directly attributable to them, such as disposal of refrigeration equipment, confidential paper disposal, additional waste collections scheduled at the request of a department.
2.1.3 Our services agreed to be out-of-scope of the Service Level Agreement
Any works at Media City
Whilst works will be carried out for self-financing units (such as the Leisure Centre, catering outlets, and managed workspace let to tenants) in accordance with this SLA, the self-financing unit will be responsible for the cost.
Handling, storage or dispatch of substances hazardous to health, purchased for teaching or research purposes
Handling, storage or dispatch of IT equipment, which is the responsibility of IT Services
Disposal of waste from major construction projects
Removal of waste from kitchens and food service areas, which is the responsibility of the catering operator
2.2 Service Coverage
This service is provided in relation to all premises owned or occupied by the University.
2.2.3 Service Hours/Availability
When waste items, including sharps such as hypodermic needles, present a serious risk to health and safety the problem should be reported to the E&PS Helpdesk without delay, for an emergency response.
Routine waste disposal requests and queries can be made to the Handyperson in the relevant building during core working hours. More complex requests should be made to the Building Manager.
Requests can also be logged at any time via the Estates Job Reports icon on the desktop, or by email to [email protected].
Alternatively jobs can be logged by telephone or personal visit to the E&PS Helpdesk, Monday to Friday 8.30am to 4.45pm.
The majority of operations of this nature are carried out during core working hours, which are
Monday to Friday between 8.00am and 6.00pm, but work is sometimes planned outside these hours to reduce disruption or shorten timescales.
2.2.4 Service Eligibility
Page 8 of 12 2.2.5 Service Issue Escalation
If there has been a service failure the customer should initially contact the Estates Helpdesk. See contact details in section 1.4.1.
For more details of how service failures will be handled, see section 5.2.
3 Service Level
This section defines the agreed target performance levels between E&PS and its Customers, for the provision of the service.
3.1 Target Service Levels
All waste will be handled in accordance with legislation and licence conditions.
For the standard services (in 2.1.1) which require a response to a request for advice or service the customer’s satisfaction is often related to the speed of response and the time which elapses before the service has been completed. Therefore E&PS will aim to provide ad-hoc waste services in accordance with the Target Response Times below.
Response Time means the time from receipt of the problem report by the Helpdesk until an initial inspection and, where appropriate, temporary fix has been completed. In some cases an ‘initial inspection’ can be carried out by discussion with the customer without a site visit.
Completion Time means the time from receipt of the problem report by the Helpdesk until a long term fix has been carried out.
Working Hours means hours which are within the Core Working Hours (8.00am and 6.00pm Monday to Friday), and Working Days is construed accordingly.
Target Response Times
Category Response Time Completion
Time
In core hours Outside core hours
Emergency
Removal of sharps and other objects causing serious risk to health and safety
2 Hours 2 Hours 2 Hours
Non-urgent
Fly Tipping n/a n/a 2 Working Days
Provision of bags for confidential waste
n/a n/a 2 Working Days
Special collection of bulk or unusual waste
n/a n/a Within agreed
timetable
Waste disposal query n/a n/a Within agreed
timetable
Page 9 of 12
Ref Service Name Performance
Indicator (PI)
Service Level Target
RW1, 3, 4, 5, 6, 8
See section 2.3.1 Recycling and Waste Management as in published schedule
90% recycling and waste management audit score RW9
and
Removal and disposal of items dumped or fly tipped
Emergency Completion Time
90% of emergency waste removal completed within published target
RW10 Removal of sharps causing risk to health and safety
Non-urgent Completion Time
90% of non-urgent requests completed within published target
RWSE Service Issue Escalation Handling of Escalated Issues
90% of escalated issues closed (to customer's satisfaction) at Stage 1
RWCS Customer Satisfaction Customer
Satisfaction Score
80% of quarterly survey responses show customers are 'Satisfied' or 'Very Satisfied' with service provided
3.2 Monitoring our performance
This section details how service levels will be monitored and how performance data will be provided to customers.
A set of Performance Indicators has been defined, and for each indicator performance will be monitored monthly, unless otherwise stated.
Service Level Targets and data on actual performance levels will be published on the University’s intranet, available to all University staff.
Performance data will be used as a management tool within E&PS, to identify areas of strong and weak performance, provide information and guidance to E&PS staff, and support planning for future improvements.
Quarterly performance review meetings will be held with key Customer Representatives, to provide an opportunity to:
discuss actual performance versus target
consider corrective actions where service is below the expected level consider any matters escalated to Stage 3
consider fulfilment of the Customer’s Responsibilities and any issues arising from this consider other relevant topics, including future requirements.
Page 10 of 12
4. Customer Responsibilities
To support the University’s policies and initiatives relating to environmental sustainability and the waste management ethos of Reduce, Re-use, Recycle.
To hold waste in a safe and inconspicuous location, in full compliance with all licence conditions, ensuring clear access for E&PS staff and/or contractors.
To place all waste in a suitable receptacle and an appropriate location, rather than leaving items in corridors, building entrances, car parks, on pathways or in other unsuitable places. To report fly tipping and items which appear to have been abandoned to the E&PS Helpdesk, as soon as possible, so items can be promptly removed.
To report sharps, such as hypodermic needles, to the E&PS Helpdesk urgently, so immediate removal can be arranged.
To segregate all hazardous wastes (as legislation requires special disposal for these items): electrical and electronic equipment
batteries toner cartridges
substances with a Control of Substances Hazardous to Health (COSHH) label refrigeration equipment
To carefully segregate waste for recycling as far as possible; the following streams should be segregated:
office paper
newspapers & magazines cardboard
plastic bottles, cans and glass (all rinsed)
To wrap broken glass and other sharp objects securely in strong paper or a box, label them, and put them alongside waste bins, so they can be removed without risk of injury to E&PS staff.
To put confidential waste, for specialist disposal, only into coloured bags purchased from E&PS.
Not to interfere with waste left by others, which might pose health and safety hazards. To report waste issues to the E&PS Helpdesk as soon as possible, especially if there is a risk to the health or safety of staff, students or visitors.
To inform the Helpdesk as soon as possible if it appears that E&PS staff or contractors are working in an unsafe way.
Page 11 of 12
Not to remove or interfere with materials, equipment, signage or other items placed on site by E&PS or any approved contractors
To assist in providing an efficient and effective service clients are requested to provide the following information when requesting work:
Service Requests
Name and contact details Response time needed
Location of job (building and room number) Description of what is required
Access arrangements
Site contact name and contact details (if different) Further information which may be helpful
5. Management of Service Level Agreement
5.1 Governance and Review of Service performance
This Service Level Agreement will be reviewed on an annual basis, by E&PS representatives (normally Head of Administrative Services, a Campus Manager and a Building Manager) with at least three Customer Representatives. Checks will be made to ensure that key details are up to date including:
scope of services within the SLA list of customers
contact details for service provider and customers
Actual performance levels will be reviewed and target service levels will be adjusted if appropriate.
If any changes are required the Associate Director of Operations & Facilities will be asked to approve them and will issue an updated SLA to each of the signatories.
5.2 Service Issue Escalation
If a customer is dissatisfied with the service provided under this SLA the customer may register a formal complaint using the procedure set out below.
Stage 1
The customer should contact the Helpdesk to report the service failure and request an update, which will be provided within 2 working days. (If satisfied, no further action required.)
Page 12 of 12
Via the Helpdesk the customer should ask the Building Manager for a more detailed response to the query, which will be provided within 5 working days. (If satisfied, no further action required.)
Stage 3
The customer should consult the Customer Representative who may, via the Helpdesk, request a written response which will be provided by the Head of Administrative Services within 7 working days.
To clarify, Stage 1 to Stage 3 should be completed within 7 working days in total.
5.3 Change control
This document will be issued and controlled through the E&PS Administrative Services team. Any amendment to the document has to be approved by the Associate Director of Operations & Facilities. The document will have version control and will include the date of the agreed amendment, a description of the change, the author and agreement of the Associate Director.
5.4 New service requests
In this context ‘New Service Request’ means a proposal to expand the scope of this SLA, for instance by including buildings which are not currently covered; it does not mean a request for E&PS to carry out a specific task which is already within the scope defined in section 2.
All new service requests should be directed through the Help desk. E&PS will contact the customer to consider the request and will provide an initial response within ten working days.