Building Engineering Design
Uploaded by
Tambilung MekarjayaBuilding Engineering Design
Uploaded by
Tambilung MekarjayaThe
Department
Of
Estates.
Building and Engineering
Maintenance Operations
Service level Agreements SLAs
Description of Service
Maintenance of all University building fabric, mechanical & electrical services and
grounds maintenance.
Client Groups covered by Services
Staff
Students
Public
Visitors
Provider Responsibility
To maintain all building fabric, mechanical and electrical service and equipment
by cost effective and correctly timed planned maintenance and to cover all
reactive maintenance required in a timely manner, ensuring a safe environment
for staff, students and public visitors that is compliant with current legislation.
To respond to our customers via their inputs and requests to Estates Helpdesk
for repairs and maintenance within the published time schedules:
Emergencies – Settle within 2hrs
Emergencies – ACS Settle within 4hrs
Urgent Repairs –Settle within 1 day
Normal Repairs – Settle within 3 days
Normal Repairs – Non Technical Services – Settle within 7 days
Planned Maintenance – Settle within 7 days
Planned Maintenance - Settle within 14 days
Planned Maintenance – Settle within 28 Days
Contracts for Specialist Maintenance – Settle within 08-09
The above SLA time limits are subject to spare parts being available at the time of
issue, if spare parts are required and not available then the SLA time limits must
be readjusted accordingly.
Revision March 2010
To carry out Water treatment (Chemical Water Treatment – Boilers etc.),
Legionella Testing and remedial works programmes through established planned
maintenance contracts that maintain the University’s buildings in a safe and cost
effective manner
To ensure work carried out by external contractors and internal Technical
Services is carried out correctly and provides value for money, by using such
measures as annually tendering the day-work rates and planned maintenance
specialist contracts.
To assess the condition of the building fabric elements and the mechanical,
electrical elements to carry out refurbishment and replacement programmes as
required.
To carry out small works in a planned manner for departments as requested via
Estates Helpdesk, keeping departments fully informed throughout the process,
from quotations, specification agreement, works implementation and
completion.
To ensure external grounds are maintained appropriately throughout each
season.
User Responsibilities
To report all faults in a clear and concise manner using the information provided
by Estates about room locations where the faults lay, giving full details of the fault.
To provide access for maintenance and contractor personnel.
To ensure that building services and fabric are used correctly.
To designate a departmental representative (Requester) to report all faults to
the Estates Helpdesk via Telephone, Intranet System directly onto Planon, E-mail
or in person.
To assist in Health and Safety.
Availability of Service
24 hours a day
7 days a week
365 days a year
Out of hours call out management system is in operation 17:00hrs -08:30hrs and
all weekends
Helpdesk operational hours are 8:30 a.m. – 5:00 p.m. Monday to Friday
Service Statistics/Outputs
Monthly Helpdesk Job activity reports
Data on job costs from invoices
Contractor Work In Progress monthly reports
Building Condition Surveys
Health & Safety Incidents
Revision March 2010
Service Measures
Individual job completion rates (Monthly)
Job Response Times (Monthly)
Contractor Invoice clearance rate (Monthly)
Job Costs assessments (Annually)
Service level customer surveys
Health & Safety performance (Measurable)
Legionella Contract Performance (Measurable)
Dependencies
Contractors
Technical Services, Engineers & Surveyors
Consultants
User departments (for concise location information)
Health & Safety organizations
British and European Standards etc.
HEFCE
Feedback and Monitoring
Regular University user group meetings
Customer Service Week
Helpdesk customer liaison meetings
Contractor monthly meetings
Engineering and Helpdesk meetings
Customer Liaison Officers regular meetings
Reports Available
Jobs Processed per Month by Helpdesk.
Job Handled by individual Engineers/Surveyors.
Number of PPM’s Issued per Month (complete with number of hours, Cost for
monthly PPM man-hours, Cost of Materials for PPM Monthly).
Number of PPM’s Completed, Held up for Labour, Held up for Spare Parts, Not
completed.
Number of Jobs Completed, Held up for Labour, Held up for Spare Parts, Not
completed by individual engineers/surveyors. (Planon report Work Orders
Outstanding) For method of preparing report please see attached appendix.
