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: SHAH ALAM
1 SERVICE OVERVIEW
In 2012/13 Facilities Management Services will be a service in its third year, created with the aim of
improving the way in which the Council organises its resources for the benefit of service delivery.
It will also play a critical part in the development of four of the Council's six Asset Management
Plans and will be responsible for developing sustainable future strategies for these assets.
Services are:
Soft FM
Soft FM will focus on increasing school meal uptake amongst children, including those groups
eligible for free school meals. It is a proven fact that health and diet are linked and early
intervention with children can support lifelong healthier eating habits. Soft FM manages leisure
delivery and contracts in Clackmannanshire and a strategy will be delivered to Council in 2012.
1.1 SERVICE MISSION / PURPOSE & OBJECTIVES
Mission
The mission of Facilities Management is to ensure that all the services delivered are in accordance
with best value principles, are of appropriate quality, efficient and on time. The service supports key
corporate services (i.e. social services, housing and education) and but is also a front line provider
of other key services.
Objectives
All council buildings and houses are "fit for purpose" in terms of condition,
suitability and sufficiency.
All council buildings are reviewed and highly utilised so that maximum effect is
made of the built facilities.
Develop a sustainable asset base which is environmentally and energy efficient and
contributes directly to delivering year on year reductions in greenhouse gas
emissions through its design, construction and operation.
All services are efficiently delivered and maximise value for money.
Develop resources and culture responsive both to changes in demand and user
requirements and wishes, and where the impact of change is maximised through
consultation and engagement with users and stakeholders.
The rented housing portfolio is safe and improvements made towards SHQS and
Local Clackmannanshire standard compliance in 2015
Waste reduction and recycling is at the core of the Council and our communities
actions in everyday life
Public open space is provided, maintained and promoted for the benefit of the
community
Affordable leisure services are provided efficiently and effectively for the maximum
use and benefit of the community
Healthy living and eating objectives are supported in schools and beyond alongside
the Councils early years strategy
Support Council emergency response responsibilities for incidents and emergencies.
Contribute to local employability
HEAD OF DPRT
Assets
(projects,
procurement,
property strategy)
AKRISHNAN
Environment
TONY
Maintenance and
Hard FM
t FM Services
KHATHIR IBHIM
YAP
1.3 BUDGET
The budget is generally made up of Revenue, Capital, the Council's Efficiency Fund, and any
other external funding that is made available i.e. Schools Fund , Central Energy Efficiency
Funding and Service Devolved budgets. Work in 2012/13 will develop plans and projects for the
next 2/3 years expenditure.
As the implementer of much funds they are included for completeness although they may also
be featured in other services business plans.
RM
Service
Soft FM
4.0
10.0
3.0
10.0
Total Budget
RM27m
CAPITAL BUDGET
RM
1.0
1.5
18.0
Total
RM20m
Revenue Budget
(2011/12)
RM
Maintenance/Repairs
5.0
Total
RM5m
Capital Budget
(2012/13 and beyond)
RM
New housing
4.0
SHQS
6.0
Total
RM
10.0m
3 APPROACHES
3.1 CUSTOMER/STAKEHOLDER ENGAGEMENT
We aim to achieve high standards of customer service for all our stakeholders. The Customer
Service Excellence quality standard is our approach for improving our customer and
stakeholder engagement. This will be refocused and taken forward in 2012/13.
In as disparate a service as FM, feedback is gathered in a variety of ways and this requires to
be revisited in 2012/13.
The principles of feedback will review the following five basic criteria:
delivery
timeliness
information
professionalism
attitude
5 DELIVERY PLAN
1 The area
C
has a
positive
S
image and
attracts
people and
businesses
All
council
buildings are
reviewed and
highly
utilised so
that
maximum
effect is
made of the
built
facilities.
KEY
PERFORMANCE
INDICATORS
Covalent Code
KPI
Percentage of operational buildings that are suitable for
Lead
SERVICE ACTIONS
Covalent Code
ACTION
Impact
Catalyst for office rationalisation project and
By when
April 2013
Lead
Assets Service
Manager
April 2013
December 2012
Assets Service
Manager
Head of Facilities
Management
Covalent Code
ACTION
Receive planning permission and agree
Impact
Develop new two-stream school from two
By when
April 2013
Lead
Head of Facilities
contract price
Management
3 People are better skilled and ready for Learning and Development
CORPORATE PRIORITY
SERVICE OBJECTIVE
KEY PERFORMANCE INDICATORS
Covalent Code
KPI
Lead
Head of Facilities
N/A
N/A
100
Management
Head of Facilities
N/A
benefit clauses
Number of trades apprentices at PCU
14
15
16
16
16
Management
Head of Facilities
Management
SERVICE RISKS
Covalent Code
Description
Potential Effect
Latest Note
Current
Rating
Likelihood
Impact
Assigned To
SERVICE ACTIONS
Covalent Code
ACTION
Formally review the use and impact of the
Impact
By when
March 2013
Target Rating
Likelihood
Impact
Lead
Head of Facilities
Management
apprenticeship scheme
contracts over 2012/13
CORPORATE PRIORITY
SERVICE OBJECTIVE
All council buildings and houses are "Fit for purpose" in terms of condition, suitability and sufficiency
The rented housing portfolio is safe and improvements made towards SHQS and Local Clackmannanshire standard
compliance in 2015
KPI
2010/11
Value
Lead
84.6%
78%
Maintenance and
Hard FM Service
Manager
Head of Facilities
84.5%
90%
100%
95%
SERVICE
RISKS
Covalent Code
Assigned To
Description
Population increases beyond the capability of the services
Current
Rating
Likelihood 3
Target Rating
Likelihood 3
Impact
Impact
April 2011:
Latest Note
Continuous monitoring of data and number of households and budget/resources should prevent this happening
SERVICE
ACTIONS
Covalent Code
ACTION
Frameworks for general works - adaption -
Impact
By when
Lead
Assets Service
July 2012
Manager
April 2013
Assets Service
Manager
SERVICE ACTIONS
Covalent Code
ACTION
Impact
By when
200 new kitchens installed in Council housing Completion of new kitchen programme across
April 2013
as part of the Kitchens Programme
5,000 stock.
600 upgraded bathrooms installed in Council
housing as part of the Bathrooms Programme
poverty.
Lead
Assets Service
Manager
Maintenance and
April 2013
Hard FM Service
Manager
Maintenance and
April 2013
Hard FM Service
Manager
Maintenance and
April 2013
Hard FM Service
Upgraded
240 electrical upgrades
April 2013
April 2013
efficiency.
April 2013
Manager
Maintenance and
Hard FM Service
Manager
Maintenance and
Hard FM Service
Manager
Maintenance and
Hard FM Service
Manager
Maintenance and
Hard FM Service
Head of Facilities
April 2013
housing stock.
Management
CORPORATE
PRIORITY
SERVICE
OBJECTIVE
Affordable leisure services are provided efficiently and effectively for the maximum use and benefit of the
community
Healthy living and eating objectives are supported in schools and beyond alongside the Council's early years
strategy
KPI
Overall cleanliness index following all inspections of a
Uptake of school meals, paid and free, in primary schools. 42.95% 43.53%
(APSE P136e)
44%
Soft FM Service
Manager
SERVICE RISKS
Environment and Maintenance
Covalent Code
Assigned To Manager
Description
Loss of large fleet vehicles, e.g. fire or malicious damage
Impact
Vehicles containing residual waste are emptied at end of shift and security controls at depot.
Latest Note
Private sector vehicles available.
Impact
SERVICE ACTIONS
Covalent Code
ACTION
Leisure strategy approved by Council
Impact
By when
December 2012
Management
Head of Facilities
Lead
Head of Facilities
April 2013
Management
CORPORATE
PRIORITY
SERVICE
OBJECTIVE
Develop a sustainable asset base which is environmentally and energy efficient and contributes directly to
delivering year on year reductions in greenhouse gas emissions through its design, construction and
operation.
Waste reduction and recycling is at the core of the Council and our communities actions in everyday life
Public open space is provided, maintained and promoted for the benefit of the community
KPI
Value
Target Target
N/A
N/A
25%
2014/
15
Targe
t
Lead
Environment Service
waste - 12.
Manager
Maintenance and
2,784
3,137
Hard FM Service
4,820
4,383
Hard FM Service
30
35.50
Hard FM Service
545
tbc
SERVICE
Manager
RISKS
Covalent Code
Description
Increased utilities use.
Potential Effect Increase in carbon emissions.
Latest Note
Energy
Assigned To Technician
Current
Rating
Likelihood 3
Impa
ct
3
Target Rating
Likelihood 3
Impact
SERVICE ACTIONS
Covalent Code
ACTION
Impact
By when
December 2013
Manager
Head of Facilities
December 2013
Council
Landfill gas flare at Black Devon
Lead
Environment Service
December 2013
Management
Maintenance and
Hard FM Service
Manager
KPI
CORPORATE
PRIORITY
SERVICE OBJECTIVE
Support Council emergency response responsibilities for incidents and emergencies.
KEY PERFORMANCE INDICATORS
Covalent Code
2010/11
2013/1
2011/12 2012/13 4
2014/15
Value
N/A
Value
N/A
Target
90%
N/A
90%
60
55
67
67
KPI
% Customer satisfaction with FM services
% Customer and stakeholder requests responded to
Lead
N/A
within timescale
% of staff who say they are satisfied with their job
57
% of staff who say they are proud to work for the Council 40
Target Target
53
50
90
50
75
75
37
53.7
60
67.5
75
51.2
60
63.4
67
3.46
13
3.4%
10
68
opportunities employer
% of staff who say that they are encouraged to make
suggestions to improve their service and / or make it more 39
Efficient
% of staff who have confirmed that they get Health &
Safety information which is relevant to them and their work
64
(e.g. fire evacuation procedures, risk assessment, Health
& Safety policies)
Service sickness absence levels
N/A
Number of RIDDOR cases within the service (note: FM
N/A
Head of Facilities
2013/1
2011/12 2012/13 4
KPI
Value
Value
Target
Lead
Management
RM6,489,7
61
Tbc
Tbc
RM0.58
Asset Manager
Environment
Manager
Environment
Tbc
WSL WMA 008
Target
2014/
15
Targe
t
RM0.95
RM1.96 RM2.00
Manager
Soft FM Manager
Tbc
Soft FM Manager
10.00
P101)
Environment
WSL WMA 001
RM51.59
Tbc
Manager
Environment
RM85.12
Tbc
Manager
Maintenance and
95.44
94.97
93.14%
Hard FM Service
timescales
Manager
Maintenance and
Percentage of housing repairs completed during the first
PRF PRO 002
82.11%
82.45
80
Hard FM Service
Visit
Manager
SERVICE
RISKS
Maintenance and Hard FM
Service
Covalent Code
Assigned To Manager& Environment
Manager
Description
Weather impact, such as heavy snow that prevents vehicle movements
Potential Effect Failure to provide services
Latest Note
Current
Rating
Target Rating
Likelihood 4
Likelihood 4
Impa
ct
Impact
April 2011:
Awareness of weather reporting and preparation to reorganise collections
Inform customers via press / website / radio / Contact centre of updated position and alternatives, such as Forthbank
Impact
April 2011:
Latest Note
Service recovery plan identifies actions to relocate staff and operating base.
SERVICE
RISKS
Covalent Code
Assigned To Head of Facilities Management
Description
Health and Safety Policy is not deployed across the full service
Loss of life
Staff unavailable
Potential Effect
Impact
Fines
Damage to reputation of service and Council
April 2011:
H&S included in all contracts
Latest Note
H&S inspections
H&S training and reporting in place as part of PRDs
Impact
SERVICE
RISKS
Covalent Code
Description
Likelihood 2
Likelihood 2
Impact
Impact
Harm to reputation
Potential Effect
Increased costs
SERVICE ACTIONS
Covalent Code
ACTION
Impact
management structure
By when
Lead
Maintenance and
July 2012
Hard FM Service
Manager
Soft FM Service
July 2012
September 2012
Manager
All Service Managers
Head of Facilities
September 2012
Management
Head of Facilities
September 2012
Management
Maintenance and
September 2012
Hard FM Service
Less paper
December 2013
December 2013
April 2013
Council
stakeholders
Manager
Head of Facilities
Management
Head of Facilities
Management
Head of Facilities
Management
Head of Facilities
April 2013
Management
Head of Facilities
Less long-term property costs
April 2013
Management
REFERENCE
1)
OUM HANDBOOK
2)
3)
4)
OUM HANDBOOK
BRITISH STANDARD SPECIFICATION AS GUIDE LINE
ARTICLE ABOUT FM FROM INTERNET SOURCES
LITERATURE REVIEW OF MAC AFFIN FM PLAN
END