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Estates Services User Forum – Action Points
The Estates Services User Forum is a termly meeting between Estates Services and representatives from each division. It is an opportunity for our customers to raise concerns from their division, request information and suggest changes to way we provide our services.
The following table is a summary of the actions that have been completed since the User Forum began in 2013: Issue/query raised Estates response/action taken
1 There are inconsistencies in the approach of Project Managers, and concerns over the cost-effectiveness and value for money on smaller projects.
We have implemented a Multi-disciplinary Framework aimed at smaller projects The joint internal/external PM model has been discontinued.
KPIs have been introduced to identify/address problem areas. PM performance is scored through the use of these KPIs.
Richard Jones, Head of Capital Projects, gave a presentation to the Forum explaining how external PMs deliver value for money for the University. The presentation can be found here. The Capital Projects team are producing a guide to help customers during projects; please contact [email protected] for more information.
2 Major repairs and maintenance projects cause disruption, and it would be helpful to discuss plans 2-3 years ahead of time.
Planned works programme is now available to view on the Estates Services website, showing planned works for the next three years; the list can be found here.
Interim project size now agreed; PSG appointment at the discretion of the Director of Estates R&M teams confirm the suitability of the proposed timings and who will be the contact
point/responsible party
The Space Management team are liaising with divisions, departments and colleagues to ensure we plan appropriately to meet decant needs during large works. This will also be addressed in the Space Management Policy.
3 There needs to be improved access to documents/reports, eg asbestos and building plans.
New website provides greater access to information and documentation.
We have now upgraded to Planon EE which has greatly improved customers’ ability to access reports and documentation. Please contact our Systems Administration team if you would like further information or training:
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4 The induction sessions for DepartmentalAdministrators should be available to Facilities Managers.
The termly inductions are now available to all new Departmental Administrators and Facilities Managers as well as other roles in departments which have contact with Estates Services. To book a place at the next session please email [email protected]. 5 There needs to be stronger communication
with academics in departments.
Paul Goffin, Director of Estates now attends divisional meetings as and when necessary to provide updates on key developments.
6 Lack of efficiency in the integration of
equipment procurement into Capital Projects. Clear advice needs to be provided to PSGs.
We have now included specific information about equipment procurement in PSG training and materials.
7 The £100k limit on minor works is too low, resulting in too much governance for smaller projects.
This limit has been reviewed by BESC. Due to complexity, some £100k+ projects still require guidance, however there is an intermediate category for projects between £100k and £1m. These projects do not require a PSG if agreed by the Director of Estates.
8 More encouragement for departmental representatives on PSGs to share project experience/lessons learned.
Contact details for departmental PSG reps are now available from Linda Ranford, Capital Projects Administrator
We have also set up a mentoring system with two volunteers from each division. New PSG appointment letters will contain details of who to contact for advice.
9 Estates Services should promote what it does well.
Our new website and customer bulletin (Estates Services News) communicate successful projects and other achievements (eg sustainability and R&M).
10 Estates Services should promote the Customer Service Excellence (CSE) approach.
A customer service section was added to our website and promotes many of the themes of CSE including engagement, standards and measurement of performance, as well as providing channels for feedback and complaints
Members of the User Forum are given an update on the progress of CSE at each meeting. 11 Guidance for PSG members.
Clarification of PSG v Estates responsibilities.
Comprehensive guidance is available through the PSG training programme, which is available to all departments and is promoted via the termly induction sessions and Estates Services News 1-1 and private sessions are can be held on request.
12 The communications style in Estates Services should reflect its relationship with University audiences, as well as its role within the University.
Our Communications Strategy and Communications Plans for each section reflect this
We have also developed our mission, vision and core values which can be found on our website. These were presented and agreed at the Forum.
13 There is low usage of out-of-office replies and voicemail across Estates Services.
Periodic reminders are now sent to all staff reminding them of the importance of voicemail and out-of-office replies. The Communications team monitor these to ensure they are being used correctly.
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14 It was queried whether the overall conditionof the estate is improving. It was noted that progress is important in a competitive environment.
Many of the condition issues are being resolved through Capital Projects programme
The R&M programme is informed by the condition survey which helps to prioritise work and also informs the Capital Masterplan, ensuring major problems are dealt with.
Priority is also being given to improving the spaces between buildings, eg the Science Area. Perception is crucial, and it should be noted that decorating issues are departmental
responsibility 15 There is a lack of heating, ventilation and
air-conditioning maintenance expertise within Estates Services.
An ongoing training and recruitment strategy is addressing skills needs in this area with the DLO. A BMS (Building Management Systems) engineer was recruited in an advisory role, which
includes monitoring of contractor performance. 16 Importance of ensuring all funding is
approved/secured before projects are closed.
The standard project close process checks that all outstanding internal/external funds are received and appropriately recorded.
17 There is a concern that ‘middle horizon’ projects may never be prioritised.
Budget has been set aside for intermediate maintenance projects where it is needed. 18 The communication of the status of Facilities
Management work is poor/ineffective.
The FM team has resolved this concern with the introduction of new reporting systems. 19 Is the level of resourcing adequate to manage
the planned capital programme?
The new programme management structure and appointment of a new Deputy Head of Capital Projects has made a significant impact.
Increasing support will be required to manage buildings post-completion with FM, R&M and Security Services etc.
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The following issues are ongoing and an update is provided at each Forum meeting:Issue/query raised Action currently being taken
1 Guide to Standing Orders In the development of this guide several working group meetings have been held to obtain input from members.
A pilot study has now been carried out and this model is being extended. The guide is expected to be ready before the end of 2015.
2 Capital Projects guide for clients This guide is being developed for use by those embarking on a capital project. Interviews with PSG members have taken place and feedback has been requested. If you would like to make a comment or suggestion please email [email protected].
3 Suggested role of ‘relationship manager’ in Estates Services
We are investigating the possibility of a role such as this and will update customers as we find out more.
We have set up a single point of contact approach at the FM Helpdesk. Any customer, regardless of whether they are in a managed building, can now contact the FM Helpdesk with their queries. 4 Replacement for Archetype (project
management software)
The new system, Concerto, was installed in May. It is currently being developed with a planned roll-out during Michaelmas term 2015. The system developments include enhanced reporting and client/user access.
5 Transport Strategy The strategy has been approved by Council. A presentation was given at the Registrar’s termly Departmental Administrator meeting. Our Sustainable Transport Manager, Adam Bows, is currently working on the introduction of a Harwell shuttle service and a Travel Strategy, for presentation to divisions over the long vacation.
Was there any college involvement and are there Athena SWAN considerations?
Colleges are not covered in the strategy, however they were consulted in its development. Athena SWAN is relevant, most importantly to the proposed car parking strand which will have full consultation.
Concerns raised about:
Impact of P&R charges on ORC/Headington parking Lack of cycle provision/routes Insufficient parking at nurseries Bus routes are not suitable for OU
staff needs
The University has made representation on P&R, ORC and Headington access, cycle routes and bus services in response to the LTP4 consultation.
Feedback can be given to our Environmental Sustainability team at any time. We meet with the County Council on a monthly basis and comments that alert us to new information are valuable. Please contact the team with any feedback by writing to: [email protected].
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6 The status of Service Level Statements inEstates Services
As part of the CSE approach, all teams will review their services and produce a service standards document. Customers will be consulted by each team in order to develop this document. 7 Need for mobile phones to function within
buildings
Consultants 4C met with various staff across the University (including users, technical staff, building/site managers and IT Services, networks and telecoms).
Their report – and a report by Ofcom – comes to similar conclusions that there is no single answer to address the problems we are experiencing.
The next step will be to re-engage with the mobile operators to consider a trial in one of our most affected buildings.
Wi-Fi options and a new data room also to be investigated.
Paul Goffin confirmed that Members’ concerns have been raised with IT Services. 8 Risk to successful technology completion
(CCTV, access control etc)
A series of Philosophy Documents (PD) have been completed – including M&E, Disability Access, Safety, Security Services – and formally launched to internal and external PM teams, andstakeholders and are now published on the Estates Services website
A pro-forma document has been produced which goes in when new building open. PDs for AV and IT are in development
Planon-based system for recording and tracking snagging and defects is under consideration. In the interim, a single snagging list is now in use (consolidating separate lists).
FM Design PD has been produced following input from FM Forum workshop, and will be circulated in August 2015.
A specialist contractor has been engaged to advise in the area of access control.
Access control solution paper to be taken to BESC Trinity Term 2015.9 Space allocation per member of staff Space standards will be addressed as part of the Space Management Policy, to be completed by the end of 2015.
The Space Model has been endorsed by BESC but is undergoing further development following a workshop in February 2015.
A further update will be available after the next User Forum meeting in October 2015.
10 Shared teaching space Shared Teaching Space Steering Group chaired by John Wheater includes colleagues from PRAC and Estates Services, with representation from all divisions. The first Officers Working Group met in March 2015; first priority is to identify existing teaching space, with initial focus on lecture theatres.
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11 Policy on generators (for low storage facilities)needed to clarify departmental responsibilities
Policies are in place only for the use of generators for lifts, sprinklers systems etc due to the very high cost of providing permanent generator availability. Noted that low temperature storage facilities have in-built tolerance that enables emergency power to be made available before temperatures become critical.
Departments should carry out their own risk assessments; bids for funding can be submitted to the Insurance Board.
Guidance on generator design is included in philosophy documents (available online) and further advice is available from the Building Services team at [email protected].
Information on generators will be included in the Guide to Estates Standing Orders A guidance statement on the use of generators is also being prepared.
12 UAS Space Review Estates Services is reviewing all UAS occupied space (including Divisional Office space) according to the scope agreed with Michael Sibly.
Further information updates will be provided at the next Forum meeting in October 2015. 13 Responsibility for data networks in buildings The first step to this would be a code of conduct and early discussions have taken place with IT
Services. Estates Services and IT services will be working together to bring the current wiring standard documents into the philosophy framework.
Further updates will be provided at the next Forum meeting in October 2015.
14 Inclusion of ASUC in capital masterplan ASUC is included in the capital masterplan. Contact Sarah Davies, Head of Finance, at xxxxx for more information.
15 High cost of rolling out Planon to departments The licence, charges and other agreements are currently being discussed with Planon. Further updates will be provided at the next Forum meeting in October 2015.
16 CDM regulations We have produced a new pro-forma to ensure the contractor is compliant with new legislation coming into force later in 2015 re departments’ responsibility to notify HSE about planned work. Guidance notes will be supplied; information will also be provided via the FM Forum and on the Estates Services website. Building Managers will need to be briefed as they will use the
document most regularly.
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Abbreviations:BESC - Buildings and Estates Sub-committee BMS - Building Management System CSE - Customer Service Excellence DLO - Direct Labour Organisation FM - Facilities Management ORC - Old Road Campus P&R - Park and Ride PD - Philosophy Document PM - Project Manager
PRAC - Planning and Resource Allocation Committee PSG - Project Sponsor Group
