Service Information. Document Version V3.0 Document Status Issue Date Issued 2 September 2015 Document Author G&T

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Service Information

Document Version

V3.0

Document Status

Issue

Date Issued

2 September 2015

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“Attendance Time” 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; “Authorisation To Proceed” 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.

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functional and comfortable.

“Beyond Economic Repair” 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.

“Business Day” Any day that has Core Business Hours.

“Contract Asset Register” An updated version of the Initial Asset Register following the Contractor’s Asset Validation Survey, that meets the

requirements of Appendix 2 – Mobilisation Requirements.

“Contract Service Matrix” The Initial Service Matrix updated with changes agreed during the validation exercise undertaken during mobilisation.

“Contractor’s Equipment” 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. “Contract Manager” 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.

“Consequential Fault” A Fault that is notified to the Helpdesk by the

Contractor in accordance with Appendix 9, 1.5; [?]

“Core Business Hours” 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.

“Core Service Hours” 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.

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“Critical Areas” Those areas as identified in Appendix 1 - 7.15. “Daily Milestone Deduction” The values as set out in Appendix 5 – Pricing. “Discovered Assets” 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.

“Estimate” 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).

“Fault” 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.

“Final Mobilisation Plan” 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. “First Agreed Mobilisation Plan” The Initial Mobilisation Plan, reviewed,

discussed, updated and agreed by the

Employer in accordance with Appendix 2 – Mobilisation Requirements.

“First Agreed Service Delivery Report” The Initial Service Delivery Report, reviewed, discussed, updated and agreed by the

Employer prior to Contract award.

“Fixed Deductions” The negative values shown in Table 3 of the Appendix 9 – KPI Performance Model. “Fixed Price(s)” 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. “Fixed Price Service(s)” All service requirements set out within

Appendix 1, save where the service is identified as a Variable Price Service.

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“Fixed Price Thresholds” Volumes or values which limit the Contractor’s risk to deliver Fixed Price Services, as detailed in Appendix 5 – Pricing.

“Forward Maintenance Plan” The plan developed and maintained by the

Contractor in accordance with Appendix 1 – Specification 7.6.

“Helpdesk” 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. “Hourly Priced Rates” 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.

“Improvement Suggestion” An innovation, improvement or change to the delivery of the services proposed by the

Contractor and that leads to savings; “Improvement Suggestion Cost” The cost of implementing an Improvement

Suggestion;

“Initial Asset Register” The list of Assets provided by the Employer in the data pack as part of the tender exercise. “Initial Mobilisation Plan” The Contractor’s mobilisation plan as

submitted within his tender proposal in accordance with the requirements in Contract Appendix 2 – Mobilisation Requirements. “Initial Milestone Deduction” The values as set out in Appendix 5 – Pricing. “Initial Service Delivery Report” The Contractor’s service delivery report as

submitted within his tender proposal in accordance with the requirements in Contract Appendix 8 - Reporting.

“Initial Service Matrix” The Service Matrix included as part of the tender exercise and incorporated into the Contract as Appendix 3.

“Interim Rectification” Temporary rectification including making safe and secure of a Fault, restoring as much functionality as possible, where Permanent Rectification is not possible.

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“KPI Event” Specific to each KPI in accordance with the KPI

Tables in Appendix 9.

“KPI Event Failure” Specific to each KPI in accordance with the KPI Tables in Appendix 9.

“KPI Event Pass” The successful completion of a KPI Event in accordance with the KPI Tables in Appendix 9.

“Mail” All letters, parcels, faxes, packages, boxes etc.

“Milestone” Completion of each activity as identified in

Appendix 2 –Mobilisation Requirements; “Milestone Acceptance Test” The criteria assessed to determine the

completion of each Milestone, as set out in Appendix 2 – Mobilisation Requirements. “Milestone Date” The date for the completion of each Milestone

identified in Appendix 2 – Mobilisation Requirements;

“Milestone Payment” The values as set out in Appendix 5 – Pricing.

“Mobilisation” Has the meaning set out in Appendix 2.

“Mobilisation Services”: - All the activities to be undertaken by the

Contractor during the Mobilisation Period. “Monthly Fixed Price” 1/12th of the Annual Fixed Price.

“Monthly Fixed Price Payment” As calculated monthly in accordance with Appendix 6 – Payment.

“Monthly Variable Price Payment” As calculated monthly in accordance with Appendix 6 – Payment.

“Pass Through Cost” As defined in Appendix 5 – Pricing.

“Payment Adjustment” 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;

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“KPI Performance Model” 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;

“Permanent Rectification” & “Permanently Rectify” & “Permanently Rectified”

The complete resolution of a Fault (to full functionality and appearance requiring no further services by applying good industry practice), or Service Request.

“Permanent Rectification Time” 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;

“Planned Activity” & “Planned Activities”

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.

“Planned Maintenance” Routine, cyclical or planned inspections, tests and maintenance services.

“Premises” The Affected Property

“Premises Change Projects” Projects related to Asset upgrades, fit-out, refurbishment or other construction related changes to the Affected Properties.

“Priority Level” 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.

“Project(s)” 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.

“Quotation” 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).

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“Reactive Activity” & “Reactive Activities”

Any element of the service as set out in Appendix 1 - Specification which is unplanned in nature.

“Reactive Maintenance” 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). “Reactive Maintenance Threshold” The value set out in Appendix 5 - Pricing “Secondary Fault” A new Fault that is discovered by the

Contractor when Attending a Fault and which may be related or unrelated to the Fault; “Service Delivery Report” 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” The service standards expected for each of the services as described in Appendix 1 -

Specification and Appendix 9.

“Specialist Equipment” Equipment that would not normally be required by the Contractor to undertake the

service;

“Specialist Materials” 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;

“Unavailable” & “Unavailability” 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

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1. G

ENERAL 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.

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2. M

ETHODS OF

W

ORKING

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 EmployerProvided 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 EmployerProvided 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.

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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.

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3. B

USINESS

C

ONTINUITY

M

ANAGEMENT 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.

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4. H

EALTH

&

S

AFETY

M

ANAGEMENT

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.

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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).

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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.

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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.

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5. CAFM

S

YSTEM

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

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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.

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6. H

ELPDESK

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.

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7. H

ARD

FM

-

M

AINTENANCE

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.

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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.

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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

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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;

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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.

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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

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8. H

ARD

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NVIRONMENTAL

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NERGY

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ANAGEMENT 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.

Service Information. Document Version V3.0 Document Status Issue Date Issued 2 September 2015 Document Author G&T