Property Services Division
Property Services Division Service Level Agreement
SUBJECT TO VCAG
19 DECEMBER 2014
Contents 1.
INTRODUCTION ....................................................................................................................................... 3
1.1
Definitions, Acronyms and Abbreviations................................................................................................. 3
1.2
Purpose ......................................................................................................................................................... 4
1.3
Annual Review of SLA ................................................................................................................................ 5
1.4
Supporting Documentation ......................................................................................................................... 5
1.5
Property Services’ Normal Business Hours .............................................................................................. 5
2.
SERVICES PROVIDED ............................................................................................................................. 6
3.
SERVICE & SUPPORT ............................................................................................................................. 7
3.1
Contact Details ............................................................................................................................................. 7 3.1.1 Emergency Contacts ........................................................................................................................... 7 3.1.2 Contacts for Non-Emergency Matters ................................................................................................ 7
3.2
Services Outages .......................................................................................................................................... 7
3.3
Request for Services .................................................................................................................................... 8
3.4
Building Maintenance ................................................................................................................................. 8 3.4.1 Notice of work.................................................................................................................................... 8 3.4.2 Department Contact ............................................................................................................................ 8 3.4.3 Deferred Maintenance ........................................................................................................................ 8
3.5
Legislative Compliance ............................................................................................................................... 8
3.6
Health and Safety ........................................................................................................................................ 9
3.7
Fire Evacuation Schemes and trial evacuations........................................................................................ 9
4.
SERVICE REQUESTS ............................................................................................................................. 10
4.1
Priority Levels............................................................................................................................................ 10
4.2
Response Times .......................................................................................................................................... 11 4.2.1 Dunedin Campus .............................................................................................................................. 11 4.2.2 Invercargill Campus ......................................................................................................................... 12 4.2.3 Christchurch Campus ....................................................................................................................... 12 4.2.4 Wellington Campus .......................................................................................................................... 13 4.2.5 Auckland .......................................................................................................................................... 13
4.3
Service Escalation ...................................................................................................................................... 14
5.
PERFORMANCE MEASURES............................................................................................................... 15
6.
REPORTING REQUIREMENTS ........................................................................................................... 16
Property Services Division – Service Level Agreement
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1.
Introduction
1.1
Definitions, Acronyms and Abbreviations Definitions of terms, acronyms and abbreviations used in this document are: Adaptions Building improvements funded from the Adaptions Budget. Projects are prioritised by the Pro Vice Chancellors and Service Division heads (the latter to be approved by the Chief Operating Officer), and Property Services undertakes as many of these projects as possible within available budgets. Asset A useful component of a building, such as a door or a system (as defined below). Building Warrant of Fitness (BWOF) Where a building has an automatic feature which is designed to protect occupants, a Building Warrant of Fitness is normally required. All features of this type require regular maintenance and are listed in a Compliance Schedule (as defined below). The Owner issues a Building Warrant of Fitness each year stating that all necessary maintenance on these features has been completed in the preceding 12 months. Compliance Schedule A document that lists all automatic features designed to protect occupants. The Schedule specifies all the routine maintenance required. Corrective (or Reactive) Maintenance Refers to the repair of items that have failed or broken. This includes work such as repairing leaking taps, replacing fluorescent light fittings, repairing door handles and touching up paint work. Deferred Maintenance Maintenance that has been deferred for financial or other resource or strategic reasons. Designated Authorities Individuals designated by Heads of Department as contacts who are authorised to submit and monitor requests (as defined below). K2 Property Services Division’s Property Information Management System. K2 Portal (or Portal) The computer programme (software interface) that Designated Authorities use for submitting new requests to PSD, and for checking status on existing requests. Occupants Persons or groups who inhabit building space within the University on the terms set out in the Terms of Occupancy (as defined below). Planned Maintenance Maintenance that is programmed throughout the calendar year to maintain buildings and systems to an appropriate standard. Typically this includes carrying out routine checks and servicing of plant and systems.
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Much of this work involves maintenance of systems designed to ensure occupants’ safety, but also includes regular maintenance of critical plant. PSD Property Services Division, the in-house property ‘agent’ for the University of Otago. PSD carries out agency, consultancy, contracting, management and maintenance work for all buildings and property owned, leased or otherwise under the control of the University. Request A formal request for work to be undertaken. Resolution time The time taken from the point of logging a request through to completion of the resulting work, or to the point where another course of action is determined. Response time The time taken from the point of logging a request to the time that PSD arrives on site. SLA Service Level Agreement. This is the agreement between the landlord (PSD) and the tenant (Occupier) stating the service level to expect. The SLA outlines the services delivered by PSD, as well as related rules, regulations and expectations for submitting requests for maintenance, repairs and alterations. Specified System A system or feature listed in a Compliance Schedule which requires regular maintenance or checks to ensure that it will function as intended. Terms of Occupancy This is a document prepared by Property Services, which sets out the general rights and obligations of University groups occupying University Properties, and those of PSD, in respect to occupancy of University buildings. University Property All properties owned, leased or otherwise controlled by the University of Otago.
1.2
Purpose and Scope The purpose of this Service Level Agreement (SLA) is to specify the level of service that PSD will endeavour to provide to the occupants of University properties. The SLA recognises that PSD’s primary function is to provide occupants with:
a safe working environment compliant with relevant NZ law. an appropriately maintained property, taking into account the strategic direction of the University.
The SLA:
Summarises the services provided. Describes the service management process. Defines the service levels and performance measures. Outlines the reporting to be provided.
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Please note that requests beyond the scope of services outlined in this SLA may result in additional charges, which will be based on time, material and administrative fees.
1.3
Annual Review of SLA The SLA will be reviewed annually and changes will only be made after consultation with occupants, and will be approved by the Director of Property Services.
1.4
1.5
Supporting Documentation
Terms of Occupancy - this SLA should be read in conjunction with the Terms of Occupancy, which is available on the PSD website (http://www.otago.ac.nz/propertyservices/about/policies/index.html). The Terms of Occupancy outlines the terms upon which the University staff, departments and divisions occupy University property. It also states (among other things) that PSD must provide suitable space that is maintained, cleaned, and compliant, and that PSD must supply power and heating to a certain standard.
Thermal Comfort Policy – http://www.otago.ac.nz/administration/policies/otago040359.html
University of Otago Sustainability Policies & Practices http://www.otago.ac.nz/sustainability/policies/
University of Otago’s Health & Safety Policies http://www.otago.ac.nz/healthandsafety/policies_manuals_guidelines/policies/index.html
Asbestos Guidelines – to be completed.
Business Continuity Plan – to be completed.
Property Services’ Normal Business Hours PSD’s normal operating hours are: Dunedin Campus Invercargill Campus* Christchurch Campus* Wellington Campus* Other sites
7:30am – 5.00pm Monday to Friday, excluding public holidays 8:30am – 4.30pm Monday to Friday, excluding public holidays 8.00am – 4.30pm Monday to Friday, excluding public holidays 7:30am – 4.00pm Monday to Friday, excluding public holidays In general, no PSD staff present
Campuses marked * are serviced by a sole Facility Manager or Caretaker.
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2.
Services Provided The services provided under this SLA are: Service
Description
Maintenance
Property Services shall maintain the property to a reasonable standard for a NZ tertiary education facility taking into account the nature and use of the property.
Cleaning
PSD will clean properties to a reasonable standard for a NZ tertiary education facility taking into account the nature and use of the property.
Pest control
PSD will remove and eliminate common pests to a reasonable standard for a NZ tertiary education facility taking into account the nature and use of the property.
Energy
PSD shall provide heating and ventilation services to University properties to a reasonable standard for a NZ tertiary education facility taking into account the nature and use of the property.
Space Management
PSD shall endeavour to provide occupants with space fit-forpurpose and to a reasonable standard for a NZ tertiary education facility. PSD will regularly review space utilisation.
Sustainability Management
PSD will follow University of Otago policies, practices and standards for sustainability in the maintenance and development of its property portfolio.
Legislative compliance
PSD will endeavour to keep University Property compliant with all relevant regulations, laws and statutes.
Security
PSD is responsible for ensuring that University Property has appropriate systems and features to enable buildings to be secured, taking into account the nature and use of the building, and subject to available resources and University strategy. It is the occupants’ responsibility to ensure buildings are secured. Campus Watch is responsible for administering the Cardax system at Dunedin. At other locations, it is the occupants’ responsibility.
Note: In all cases, in the delivery of services and determining the level of service, PSD will:
Take into account the University’s strategies; and Provide services to the best of its ability taking into account available funding.
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3.
Service & Support
3.1
Contact Details 3.1.1
Emergency Contacts
All requests for emergency responses shall be directed as per the following table: Dunedin Campus
Emergency response is available at all times, 365 day per year by calling Extension #8003 or (03) 479-8003. If outside of business hours, the call will be forwarded to Campus Watch.
Invercargill Campus*
For building-related issues: Bruce Crowther - 029 229 0075 Keith McLeod – 027 210 1229 Laurie Officer - 027 210 4819. Urgent security concerns – contact emergency services, phone 111.
Christchurch Campus*
Incident Controller – Fionn Moore, Business & Operations Manager, DDI 64 3 364 0554, Mobile 021 279 0554,
[email protected] For building issues - Murray Clarke, Facilities Manager 027 335 907,
[email protected] Security: “Code 9”, phone 374 3424. Christchurch Hospital Security, phone 364 0454.
Wellington Campus*
Incident Controller – Phillip Kane, Business & Operations Manager, 04 385 5547, 021 411 780,
[email protected] For building issues – Joe Dodds, Facilities Manager 021 245 5551,
[email protected] Security (after hours) - Ewen Coleman – 027 428 8491.
Other sites
3.1.2
No Emergency immediate response provided by PSD – for urgent matters please contact emergency services, phone 111.
Contacts for Non-Emergency Matters
All requests for routine work shall be made through the PSD K2 portal (see section 3.3 below). Any queries about delivery of services should be referred to the Operations Manager, PSD. Phone 03 479 5064, email
[email protected]. Any queries about this SLA should be referred to the Manager, Property Management Unit, PSD. Alternative levels of services may be negotiated as appropriate. Phone 03 479 3926, email
[email protected].
3.2
Services Outages PSD aims to provide a high level of service availability and, as far as possible, avoids outages during normal business hours.
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3.3
Request for Services To log a request for service (Request), Designated Authorities should log onto the K2 Portal using the contact details assigned to them. They will fill in the required fields, select the required request type from the list provided and enter any relevant additional details about the Request. Departments will incur costs for certain requests. In general these are works that are not required to enable properties to remain operational, or are the result of loss or damage caused by the occupant. Some examples of these requests (but not limited to) are:
Provision of locker keys Artwork installations Upgrades and adaptions (other than those funded from the Adaptions Budget) Repairs resulting from occupant’s conduct Installation or transport of departmentally-owned furniture and appliances Graduation or exam set-up Signage.
When a Request requires a Departmental account code, the work will not proceed until the code is provided.
3.4
Building Maintenance 3.4.1
Notice of work Where practicable, PSD will advise Departmental Contacts, as provided by the department, 24 hours prior to commencing any work being undertaken that may disrupt occupants. In instances where the work is Emergency or Urgent (as defined in section 4 herein), PSD will endeavour to communicate effectively with the department or division to minimise disruption.
3.4.2
Department Contact Departments are required to nominate at least one Designated Authority, and that person(s) shall be PSD’s main point of contact. Where specific work has been requested by a Designated Authority that person shall be PSD’s main point of contact for that item of work.
3.4.3
Deferred Maintenance Deferred maintenance may occur, and will generally be a result of financial constraints or consideration of University strategies.
3.5
Legislative Compliance PSD will endeavour to keep all University properties compliant with all relevant regulations, laws and statutes. Occupants are to ensure that their activities within University Property are compliant with all relevant regulations, laws and statutes. PSD will endeavour to assist Occupants wherever possible in this respect.
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3.6
Health and Safety The University Health & Safety Team's role is to develop and maintain Health & Safety systems and provide a safe place of work for staff, students and visitors.
3.7
Fire Evacuation Schemes and trial evacuations The University Health & Safety Team's role is to provide Fire Evacuation Schemes and to ensure trial evacuations are undertaken as required. It is the Occupiers’ responsibility to carry out trial evacuations.
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4.
Service Requests This section describes the priority levels and response times for Requests.
4.1
Priority Levels Priority
Definition
Examples
Emergency
An issue that endangers personal safety or property, and limits the usage of a building
Some examples of Emergency Requests are:
Urgent
NonUrgent
An issue that does not endanger personal safety or property, but does limit the usage of a building
An issue that is a general repair or reactive maintenance of a non-urgent nature, where property is secure and building use is not disrupted
Property Services Division – Service Level Agreement
Indications of fire or gas leakage, such as odours
Complete failure of electricity within a building, or failures posing a risk to valuable items such as research materials or subjects
Failure of heating system resulting in room temperatures that are an immediate health and safety risk, taking into account the nature and use of space
Flooding or other serious water leakage
Plumbing failure rendering all toilets in the building unusable
Flickering lights in rooms in circumstances that may trigger medical conditions (such as epilepsy)
Breakages and failures which compromise security (such as broken locks and windows)
People trapped in lifts
Animal Rooms and research labs where changes in environmental conditions could lead to research being compromise.
Some examples of Urgent Requests are:
Water leaks that are likely to cause damage
Blocked toilets in buildings in situations where other toilets remain functional
Isolated power failure affecting part of a building only, and not affecting key services such as research materials or subjects
Unoccupied lifts that become stuck
Graffiti in prominent positions.
Some examples of Non-Urgent Requests are:
Basic problems with lights – new bulbs required, lights not working
Flickering lights which do not pose of risk of triggering medical events
Non-Urgent repairs to toilet – such as leaking, running, flushing problems
Repairs to doors – handles, hinges, etc
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4.2
Minor heating issues;
Broken locks or windows that do not compromise security.
Signage
Dripping taps.
Response Times For a major emergency involving multiples buildings or significant areas of campus, PSD will respond with best endeavours. For all other matters, PSD will attempt to adhere to the following at least 90% of the time.
4.2.1
Dunedin Campus
During Normal PSD Business Hours
Measure
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 30 minutes
Within 2 hours
Within 3 working days
Response Time outside of main campus
Within 60 minutes
Within 3 hours
Within 3 working days
Resolution Time
As soon as practically possible
Within 1 working day
Within 1 week
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 2 hours
Within 2 hours
Within 3 working days
Response Time within main campus
Within 2 hours
Within 3 hours
Within 3 working days
As soon as practically possible
Within 1 working day
Within 1 week
Outside of Normal PSD Business Hours
Measure
Resolution Time
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4.2.2
Invercargill Campus
During Normal PSD Business Hours
Measure
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 30 minutes
Within 2 hours
Within 3 working days
Response Time outside of main campus
Within 60 minutes
Within 3 hours
Within 3 working days
Resolution Time
As soon as practically possible
Within 1 working day
Within 1 week
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 2 hours
Within 2 hours
Within 3 working days
Response Time within main campus
Within 2 hours
Within 3 hours
Within 3 working days
As soon as practically possible
Within 1 working day
Within 1 week
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 30 minutes
Within 2 hours
Within 3 working days
Response Time outside of main campus
Within 60 minutes
Within 3 hours
Within 3 working days
Resolution Time
As soon as practically possible
Within 1 working day
Within 1 week
Outside of Normal PSD Business Hours
Measure
Resolution Time
4.2.3
Christchurch Campus
During Normal PSD Business Hours
Measure
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Outside of Normal PSD Business Hours
Measure
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 2 hours
Within 2 hours
Within 3 working days
Response Time within main campus
Within 2 hours
Within 3 hours
Within 3 working days
As soon as practically possible
Within 1 working day
Within 1 week
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 30 minutes
Within 2 hours
Within 3 working days
Response Time outside of main campus
Within 60 minutes
Within 3 hours
Within 3 working days
Resolution Time
As soon as practically possible
Within 1 working day
Within 1 week
Emergency
Urgent
Non- Urgent
Response Time within main campus
Within 2 hours
Within 2 hours
Within 3 working days
Response Time within main campus
Within 2 hours
Within 3 hours
Within 3 working days
As soon as practically possible
Within 1 working day
Within 1 week
Resolution Time
4.2.4
Wellington Campus
During Normal PSD Business Hours
Measure
Outside of Normal PSD Business Hours
Measure
Resolution Time
4.2.5
Auckland Campus
Not applicable, occupants’ responsibility.
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4.3
Service Escalation The following table outlines the escalation path for issues that are not resolved within agreed service levels, excluding compliance services.
Escalation Point
Description
Operations Manager
This is the 2nd point of escalation for service delivery issues and failures to meet response times.
Manager, Property Management Unit
This is the 2nd point of escalation for service standard issues.
Director Property Services
This is the final escalation for service delivery and standard issues and failures to meet response times.
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5.
Performance Measures The following tables outline the performance measures to be achieved by PSD in the delivery of the provided services.
Services Provided
Performance Target
Request
90% of Requests delivered complete in accordance with the listed time frames.
Planned Maintenance
95% of maintenance required by legislation is completed on time. 99% of maintenance required by legislation is completed within 10 working days of due date. 90% of planned maintenance is complete within 10 working days of due date. 90% of planned maintenance is complete within 20 working days of due date.
Cleaning
95% of non-compliances with the specified standard are resolved within 2 Working days.
Pest control
95% of non-compliances with the specified standard are resolved within 2 Working days.
Energy/Heating
Less than 10 non-compliances with the Thermal comfort policy annually.
Compliance
95% of BWOFs is issued on time. 99% of BWOFs issued within 10 working days of due date. 90% of being aware of new legislative are resolved with 10 working days of due date or appropriate action is in response to minimise risk to University. 95% of being aware of new legislative are resolved with 20 working days of due date or appropriate action is in response to minimise risk to University.
Sustainability
To be determined.
Space
Conduct one major room use survey per annum.
Service level dispute
90% of disputes resolved within one month.
Service delivery
90% of service delivery issues are resolved with 10 working days of due date or appropriate action is in response. 95% of service delivery issues are resolved with 20 working days of due date or appropriate action is in response.
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6.
Reporting Requirements By 28 February of each year, PSD will provide the Chief Operating Officer with a report showing the achieved performance compared to each performance measure for the preceding year.
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