Service Level Agreement

Transcription

1 Estates & Property Services Service Level Agreement Pest Control

2 DOCUMENT CONTROL: INTRODUCTION Scope of the Agreement Duration of the Agreement Signatories to the Agreement Service Contacts Professional Services Main Service Desk/Contact Point Professional Services Primary Contact Customer Details SERVICE DESCRIPTION Our services agreed to be In-scope of the Service Level Agreement Standard Services Additional Features Our services agreed to be out-of-scope of the Service Level Agreement Service Coverage Service Hours/Availability Service Eligibility Service Issue escalation SERVICE LEVEL Target Service Levels Monitoring our performance CUSTOMER RESPONSIBILITIES MANAGEMENT OF SERVICE LEVEL AGREEMENT Governance and Review of Service performance Service Issue Escalation Change control New service requests University of Salford 2011 All rights reserved. Page 2 of 10

3 Document Control: Project/Service Name: Pest Control 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 Revisions and comments Jan Wilman / Chris Large Additions and Revisions Jackie Armstrong Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date Page 3 of 10

4 1 Introduction This document defines the service agreement between Estates & Property Services (E & PS) and Colleges, Schools and Professional Services Departments of the University of Salford, to provide a Pest Control service. 1.1 Scope of the Agreement The agreement covers the implementation of and operation of a Pest Control Service for all campus buildings and grounds. 1.2 Duration of the Agreement This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded. 1.3 Signatories to the Agreement The signatories to this agreement are: Unit College of Arts and Social Sciences School of Art and Design Salford Business School School of Humanities, Languages and Social Sciences Salford Law School School of Media, Music and Performance College of Science and Technology School of the Built Environment School of Computing, Science and Engineering School of Environment and Life Sciences College of Health and Social Care School of Health Sciences School of Nursing, Midwifery and Social Work Professional Services Advancement Services Change Management Communications Estates & Property Services Signatory Dean of College, Professor Huw Morris Head of School, Professor Allan Walker Dean of School, Professor Amanda Broderick Head of School, Dr Paul Rowlett Head of School, Dr Mark James Head of School, Professor Erik Knudsen Interim College Registrar, Vikki Goddard Acting Head of School, Professor Charles Egbu Acting Head of School, Professor Sunil Vadera Head of School, Professor Judith Smith Dean of College, Professor Cynthia Pine Head of School, Sue Braid Head of School, Professor Tony Warne Director of University Development, Jan McKenzie Head of Change Management, Paul Cartwright Director of Communications, Chris Larkin Interim Executive Director, Keith Beal Page 4 of 10

5 Finance Department Governance Services Unit Human Resources Division I T Services The Library Offices of Vice-Chancellor & Deputy Vice-Chancellor Planning and Performance Research and Graduate College Research and Innovation Student Information Directorate Student Life Directorate Students Union Director of Finance, Karen Brown Head of Governance Services Unit & Deputy Secretary, Mark Rollinson Executive Director, Keith Watkinson Chief Information Officer, Derek Drury Director, Julie Berry Chief of Staff, Alison Rhodes Director, Phillip Hopwood Director of Graduate Studies, Professor Vian Ahmed Director of Research and Innovation, Professor George Baxter Director of Student Information, Scott Mulholland Director of Student Life, Liz Bromley Chief Executive, Phil Benton 1.4 Service Contacts Listed below are the names, s and contact numbers of the primary service contacts Professional Services Main Service Desk/Contact Point Telephone Number Monday Friday 8.30am 4.45pm Emergency Number At all other times Web Contact Address (internal 54444) E & PS Helpdesk (internal 54773) Security Control Click on the Estates Job Reports icon on the desktop to log a job, at any time, via CAFM Net Estates-Supportteam@salford.ac.uk Professional Services Primary Contact Name Role Vicky Booth Head of Administrative Services Telephone Number (internal 56714) Address v.booth@salford.ac.uk Page 5 of 10

6 1.4.3 Customer Details See section Service Description E &PS will provide, via in house operatives and approved contractors, a pest control service to all campus buildings and grounds. The term pest will cover infestations, health and safety risks and nuisance caused by rodents, other animals, insects or birds. 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: Standard Services PC1 PC2 PC3 The prompt treatment of any infestation on the campus, or within a campus building Ongoing treatments to control or eradicate infestation The removal of rodents, animals or birds from buildings, and the campus grounds, where possible Additional Features Requests for non critical services will be recharged by agreement. 2.2 Our services agreed to be out-of-scope of the Service Level Agreement Any works at Media City Any works at Student Residences which are covered by a separate SLA 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 may be responsible for the cost. 2.3 Service Coverage Service Hours/Availability Work requests can be logged at any time via the Estates Job Reports icon on the desktop, or by to Estates-Supportteam@salford.ac.uk. 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 the 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. Page 6 of 10

7 2.3.2 Service Eligibility This service is provided to all staff of the University Service Issue Escalation If there has been a service failure the customer should initially contact the E & PS Helpdesk. See contact details in section For more details of how service failures will be handled, see section 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 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 Emergency Removal of initial treatment of a pest or infestation causing serious disruption or serious risk to health and safety Non-urgent Removal or treatment of a pest or infestation causing disruption In core hours Outside core hours 2 working hours 2 working hours Dependent on nature of problem 2 working days n/a Dependent on nature of Page 7 of 10

8 or risk to health and safety problem PC 1,2,3 90% of emergency requests realised response within published targets 90% of non urgent requests realised response within published targets 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 4. Customer Responsibilities To report pests or infestations to the E & PS Helpdesk as soon as possible, if there is a risk to health and safety. To inform the Helpdesk as soon as possible if it appears that E & PS staff or contractors are working in an unsafe way Not to remove or interfere with materials, equipment, signage or other items placed on site by E & PS or its approved contractors Not to deliberately feed any rodent, animal, insect or bird that may be considered a pest. To follow good practice in the storage of food and the cleanliness of vulnerable areas e.g. kitchens. Not to bring onto the campus any rodent, insect or bird. Page 8 of 10

9 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 (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.) Stage 2 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.) Page 9 of 10

10 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 Helpdesk. E & PS will contact the customer to consider the request and will provide an initial response within ten working days. Page 10 of 10