Service Level Agreement

Transcription

1 Estates & Property Services Service Level Agreement Grounds Maintenance

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 13

3 Document Control: Project/Service Name: Estates and Property Services Document Number: Document Category: Service Level Agreement Issued By: Executive Director, Estates & Property Services Version Reason for Change Author Date 0.1 First Draft Darren Kibble Revised following review meeting Darren Kibble Revised following review meeting Chris Large Additions and Revisions Jackie Armstrong Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date Page 3 of 13

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 grounds maintenance service. 1.1 Scope of the Agreement The agreement covers the implementation of routine maintenance of the University s campus grounds, as well as providing both planned and reactive maintenance, to ensure that the campus grounds are maintained in a safe and tidy manner to the satisfaction, safety and enjoyment of students, staff and visitors. 1.2 Duration of the Agreement This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded. 1.3 Signatories to the Agreement The signatories to this agreement are: Unit College of Arts and Social Sciences School of Art and Design Salford Business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 Science School of Nursing, Midwifery and Social Work Professional Services Advancement Services Change Management Signatory Dean of College, Professor Huw Morris Head of School, Professor Allan Walker Dean of School, Professor Amanda Broderick Head of School, Professor 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 Page 4 of 13

5 Communications Estates & Property Services 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 Communications, Chris Larkin Interim Executive Director, Keith Beal 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 24 hours, 365 days Address (internal 54444)- 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 Page 5 of 13

6 1.4.2 Professional Services Primary Contact Name Role Vicky Booth Head of Administrative Services Telephone Number (internal 56174) Address Customer Details See Section Service Description Estates & Property Services will provide a full grounds maintenance and gardening service to the University campus. It also covers customer funded grounds works, but excludes grounds maintenance of sports facilities and Castle Irwell Student Village (both of which are subject to a separate SLA). In addition to the routine maintenance, E&PS will provide a planned and reactive maintenance service, administered via the E&PS Helpdesk. E&PS will ensure good practises are applied in the upkeep and renewal of grounds and planting techniques, as well as liaising with specialist contractors / sub-contractors where required. 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 The landscape maintenance schedule encompasses all aspects of routine maintenance and will be updated on an annual basis to reflect changes to the estate. The landscape maintenance schedule incorporates the following set of standards which will be audited against:- GM1 GM2 GM3 Grass Cutting The grounds team will mow formal grass areas from March to December to maintain a grass height not exceeding 25mm. Wet weather conditions may result in grass exceeding the specified limit; in this case the grass will be cut as soon as practicable. Meadow areas will be cut annually in September / October. As a minimum, grass will be mown every ten working days for fine turf, subject to ground / weather conditions Strimming The grounds team will strim the edges of mown grass areas, and all obstacles within them, every other mowing cycle Grass Edging All fine turf lawn edges will be cut on a monthly basis with edging shears or an edging machine, with grass edges reformed on an annual basis Page 6 of 13

7 GM4 GM5 GM6 GM7 GM8 GM9 GM10 GM11 GM12 GM13 GM14 Shrub Beds All shrub beds will be maintained, including planting and pruning. Herbaceous plants will be cut back and mulched annually. These areas will be dug over and divided every three years. Bedding plants to specified borders will be changed biannually in May and October Pruning and Hedge Cutting The need for pruning depends on the species, age and condition of the plants. The grounds team will prune shrubs annually where identified within the landscape maintenance. Where appropriate to the species, the grounds team will trim hedges biannually in August and September. Overgrown hedges will be reformed during the winter months Tree Maintenance Pruning and felling will be carried out as necessary. The grounds team will carry out tree inspections annually in accordance with the landscape maintenance schedule to identify potential hazards and resolve accordingly Weed Control The grounds team will minimise the presence of weeds in shrub beds by mulching, herbicides or hand/hoe weeding Litter Control Litter inspections will be conducted in accordance with the landscape maintenance schedule. All sites will cleared of litter at least once a week, including high profile areas Leaf Collection Leaves will be collected and disposed of during autumn months to prevent excessive build up Paths, Roadways and Car Parks (Roadsweeping / Cleaning) Sweeping will be carried out monthly by brush or machine to all pathways, roadways and gullies Paths, Roadways and Car Parks (Gritting and Snow Clearance) In times of inclement weather roads, pathways and car parks will be kept clear and safely accessible as far as practicable for pedestrians and vehicles. During freezing weather the grounds team will grit roads, footpaths and car parks in accordance with the Gritting / Snow Clearance Plan (which will be developed and reviewed on an annual basis), which sets out the prioritisation for gritting work Reactive Maintenance - Provision of a reactive maintenance service managed via the E&PS Help Desk, providing response to urgent (trip hazards) and non urgent / client requests (support for events / initiatives) External fixtures / fittings Provision and maintenance of external fixtures and fittings (e.g. benches, waste bins, signage etc.) including a biannual inspection in accordance with the landscape maintenance schedule Hard Landscaping Provision of Planned Preventative Maintenance of all areas of hard landscaping to the campus grounds, including an annual inspection in accordance with the landscape maintenance schedule. Page 7 of 13

8 2.1.2 Additional Features Supporting ceremonies and other University events / initiatives (e.g. marking out the recreation area, setting up temporary bins etc.). These works will be carried out by agreement with the client and the full cost of these services may be charged to the internal client. 2.2 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, accommodation, catering outlets, and managed workspace) in accordance with this SLA, the self-financing unit will be responsible for the cost Any works at Castle Irwell (including the sports fields) are covered by a separate SLA 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 routine maintenance is carried out during core working hours, which are Monday to Friday between 8.00am and 4.00pm, but work is sometimes planned outside these hours to reduce disruption or shorten timescales. An emergency service operates 24 hours per day throughout the year 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 Estates 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 reactive issue or customer request the customer s satisfaction with the service is often related to the speed of response Page 8 of 13

9 and the time which elapses before the problem is fixed. Therefore E&PS will aim to deal with these issues within the Target Response Times below. Response Time means the time from receipt of the request by the Helpdesk until an initial inspection and, where appropriate, temporary repair 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 fault report by the Helpdesk until a long term repair or partial/complete replacement has been carried out. Working Hours means hours which are within the Core Working Hours (8.00am and 4.00pm Monday to Friday), and Working Days is construed accordingly. Target Response Times Category Response Time Initial inspection and/or temporary repair In core hours Outside core hours Completion Time Full repair or replacement Emergency Repairs e.g. repair broken / uneven paving, grit icy surfaces, clean slippery surfaces Non-urgent Repairs e.g. assistance with an event / initiative 1 Hour N/a Dependant on nature of problem N/a N/a 10 working days 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 Page 9 of 13

10 consider fulfilment of the Customer s Responsibilities and any issues arising from this consider other relevant topics, including future requirements. Page 10 of 13

11 Grounds Maintenance Services SLA - Schedule of Performance Indicators Ref Service Name Performance Indicator (PI) Service Level Target GM1-10 Routine Maintenance GM 1 Delivery of routine maintenance Monthly PPM audits of all areas against the minimum service standards included within GM1-10 and the maintenance schedule above. 90% of programme to be met in the agreed timescale. GM11 Reactive Maintenance / Client Requests GM 11.1 Response to urgent works 90% of urgent reactive works completed within the designated timescale GM11.2 Response to non urgent / client requests 90% of non-urgent / client requested works responded to within the designated timescale. Page 11 of 13

12 4. Customer Responsibilities To report defects to the Help desk 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 Not to remove or interfere with materials, equipment, signage or other items placed on site by E&PS or its approved contractors Not to carry out any Grounds Maintenance works or to instruct contractors to carry out such works, but to request all works from E&PS To provide access promptly when maintenance is required in a space controlled by the customer 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 Description of work required Access arrangements Site contact name and contact details (if different) Further information which may be helpful to the operative 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, University Surveyor and Head Gardener) 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. Page 12 of 13

13 The landscape maintenance schedule referred to within item will be reviewed and updated on an annual basis, to incorporate any changes to the estate. 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 help desk the customer should ask the line manager responsible for the service 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 grounds 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 13 of 13