12 Service Requirements
| Schedule Part | Comment |
| 12 | Service Requirements |
| This comprises three sections: • the Authority's Service Level Specification, setting out its service requirements (which will have formed part of the tender documentation or, in the case of a hub project, New Project request), • the Method Statements, being the SPV's statement of the methods it will use to satisfy those requirements (which will have been bid or, in the case of a hub project, developed from the relevant Stage 2 Submission) and • the Services Quality Plan. Authorities should refer to the SFT's template Service Level Specification in preparing their Service Level Specification (and requirements for development of Method Statements) at an early stage of the procurement process (or, in the case of a hub project, New Project Approval Process). | |
| | The Service Level Specification is a basic template for the minimum level of Services. Service aspects that have previously often been regarded as part of hard FM services that have been excluded are: • Window cleaning • Internal decoration (which may also include cleaning and replacement of carpets and other floor coverings) • Maintenance of soft landscaped areas • Cutting and marking of natural sports pitches More extensive service requirements are not precluded, where they can be shown to demonstrate value for money, but the general expectation is that the Authority will arrange for the provision of these at revenue funded facilities on the same basis as it uses for their existing and capital funded facilities. Consideration will need to be given to practical interface with the Authority and any other soft service providers at the Facilities (e.g. in relation to access arrangements). The Authority will need to consider carefully the interface between the design and specification of the Facilities and the risks that the Authority is retaining in relation to the Facilities (e.g. utilities consumption, security, internal redecoration) in the same way that it would need to on a capitally funded project. Note that the basic helpdesk service is restricted to dealing with Services related events. If an Authority wishes a more broadly based helpdesk that handles a broader scope of service requests, it should consider carefully whether this is best provided under the project or separately. In the latter case, the broad-based helpdesk must be one of the parties able to make reports to the project helpdesk. The overall number of service standards has been reduced. It is considered that these had tended to become over elaborate and detailed and that the requisite levels of service can be incentivised using a smaller number of carefully targeted standards. This should in turn lead to simpler contract monitoring and performance measuring requirements for the Authority. Standards have been included to ensure that those aspects of service that have a material ability to influence efficient use of energy in the Facilities are properly measured. One matter that may require particular consideration by Authorities is the issue of site-based staff for the Facilities, such as school janitors. Where it is normal to have one or more persons based at the Facilities providing a range of services that includes aspects of the hard FM service (such as operating the building management system and providing a first line of reactive maintenance response), but also include roles such a opening and closing the Facilities, materials handling and laying out flexible spaces such as halls for particular uses (which do not form part of the hard FM service), there can be compelling arguments both ways on whether such staff should remain employed by the Authority (or the school) or be transferred to the private sector service provider. There are examples of both solutions and also of hybrid arrangements hereby the employee concerned performs roles for both parties. Anecdotal evidence is that experience of hybrid arrangements is mixed and depends largely on how well both parties plan and manage the arrangement. The Authority needs to recognise that, if it retains site staff who currently perform reactive maintenance (which will become the responsibility of the private sector), there may be implications for response times and/or costs of service compared with what might be agreed if those site staff were available to the private sector service provider. SFT does not consider that there is a right solution for all circumstances and recommends that the Authority approach this on a case by case basis. The Performance and Availability Standards provide for Response Times. The aim is to ensure that irrespective of the Rectification Period, the Authority is told what steps will be taken to rectify the service event and when. In addition, if the nature of the event is such that there are health and safety or security implications the Service Provider must attend the Facilities and make them safe. The specific requirements in terms of response are project specific according to the nature and location of the Facilities and what it is reasonable and cost effective to require the Service Provider to achieve. |
| | The Method Statements will be project specific. The Authority should ensure that the Method Statements capture all the service provision descriptions that were included in the preferred bidder's bid and which formed part of the offer that was evaluated in reaching the decision to select the preferred bidder. |
| The Services Quality Plan will be project specific and developed during or out of documents produced by the preferred bidder during the bidding process. |