www.integral.co.uk
overview for mechanical & electrical services November 2015
delivering engineering excellence
“…the ability to create a package of support that is tailored to your specific needs.”
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www.integral.co.uk
british transport police overview for mechanical & electrical services
executive summary Integral is delighted to have the opportunity to submit this overview for the provision of Reactive Mechanical & Electrical and Fabric Services for British Transport Police (BTP). We have developed a robust service delivery methodology for the various sectors in which we operate, and that we believe will meet the high level requirements such as BTP requires. We will, if given the opportunity to do so, deliver a reliable service to support BTP and its many self-governing institutions. Furthermore, as a result of our extensive experience, particularly in the Commercial, Retail and Public Facing sectors and for those clients with a 24/7, multi-site, high footfall profile, we have the necessary skills, resources and commitment to support you.
Our priorities will be: • To be a technically led provider • To provide a self-delivery solution fully compliant with all statutory and best practice for health & safety, energy and environmental management • To be proactive and provide appropriate management support and resource to the Hard FM services • To be proactive and maintain to a standard of ‘fit for purpose’ • To deliver a high level responsive and customer focused service • To provide best value in the in real terms, year-on-year and in line with budgets, best practice and industry benchmarks
This document has been designed to: • Give British Transport Police stakeholders a comprehensive overview of Integral UK Limited • Demonstrate Integrals capability as the ‘Service provider of choice’ • Exhibit Integrals extensive experience, as well as other contracts of a similar nature. Our service delivery will, through minimal intervention, provide smooth and efficient running of your buildings giving greatly improved reliability through a responsive service which keeps all stakeholders informed of progress in resolving issues with a quality and, where possible, firsttime-fix. Our objective in this overview is to demonstrate Integral as the service provider of choice to deliver technical hard services, proactive management, systems, processes and procedures on top of producing a long-term and efficient ‘best-in-class’ cost-effective programme of maintenance.
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delivering engineering excellence
ÂŁ306m 2014 turnover
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www.integral.co.uk
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british transport police overview for mechanical & electrical services
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regional offices in UK & Ireland
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5 years
amongst the Sunday Times Top Track 250
2015
RoSPA Gold Award Winners
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delivering engineering excellence
maintenance provider credentials General Integral UK Ltd was formed in July 2005 following a management buy-out from MJN Limited which was originally established in 1957. Now Integral is one of the leading independent providers of property maintenance services in the UK, delivering robust Planned Preventative and Reactive Maintenance to over 1,400 clients in 40,000 locations. Integral provide a national service from 18 regional offices, maintaining a local presence with mobile engineers based from every postcode area in the UK. We specialise in providing technical solutions to maximise on procurement leverage, through the consolidation of all Hard M&E services. Our teams focus on the delivery of all building services to major businesses, whilst also providing energy control and sustainability within the built environment, leaving you to focus on the real issues which matter to your business. Integral are an ISO9001, ISO14001 & OHSAS18001 accredited company – Health & Safety, Environment & Quality as well as many industry related accreditations you would expect from a company of this strength. Company’s Annual Turnover (2014): £306,000,000
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www.integral.co.uk
british transport police overview for mechanical & electrical services
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delivering engineering excellence
Head office: Bristol Other Locations: Birmingham
Wallington
Newcastle
Smethwick Newbury
Leicester London
Bartley Green
Cardiff Newmarket Edinburgh
Sheffield
Leeds
Bristol (Integral Build)
Exeter Bristol Llandudno
Warrington
number of employees (split by function): Category
FTE’s
• Engineers, Mobile
1,723
Operational/blue collar • Engineers, Manned Site • Apprentices
220
86
Managers/white collar • Directors
• Operational Managers • Supervisors
Support Services
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• Accounting
• Mobilisation • Help Desk
www.integral.co.uk
232
• Training
• Health & Safety
8
201
58
• Administration
2,029
22
• Technical • HR
Sub-Total
445
18 202
28 50 11
147
Grand Total
529
3,003
british transport police overview for mechanical & electrical services
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delivering engineering excellence
integral core values / mission statement Integral core values: We work as a team – actively sharing information and listening to and respecting others. We empower people within a clearly understood framework of authority and goals. We set ourselves high standards and reward people when they achieve them. We behave responsibly and honestly in exercising authority delegated to us.
Integral mission statement: To be supplier of choice for all maintenance needs of our customers, and the employer of choice for our people, by excelling in customer service and sustaining profitable growth through our unique skills and strengths.
experience: number of existing customers (by sector)
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www.integral.co.uk
bristish transport police overview for mechanical & electrical services
company information Full Company Name:
Integral UK Limited
Registration Number:
53075888
Country of Registration:
United Kingdom
VAT Number:
862 309 916
Registered Address:
1290 Aztec West, Almondsbury, Bristol BS32 4SG
Tel No:
01454 278900
Fax No:
01454 201169
Email: mark.evans@integral.co.uk Contact Name:
Mark Evans
Contact Email: mark.evans@integral.co.uk Alternative contact name:
Jonathan Boyce
Alternative contact email:
jonathan.boyce@integral.co.uk
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delivering engineering excellence
British Transport Police requirements Operational overview We directly employ our own employees, training and developing them to ensure we provide a technically qualified, proactive, customer-focussed service delivery, allowing us to maintain control of the quality of service we provide. This means our clients benefit from greater control, reduced costs, improved quality and an integrated approach. Provide a full working and quality infrastructure and working environment at British Transport Police locations.
We directly employ 1,700 mobile engineers across the UK, who provide a professional and reliable maintenance and reactive service. Integral have a big company capacity, with a small company mentality, where providing a personal service meets your specific need is crucial.
Our maintenance service offering encompasses • Planned Preventative Maintenance • Re-active and Emergency Works • Sundry repair and fabric services • Statutory and Health & Safety Compliance • Energy and environmental adherence • Projects and Installations
We self-deliver over 92% of our services, which ensures accountability and more effective management of cost, quality and service.
Service delivery
Our first time fix methodology means we will keep inconvenience and disruption to British Transport Police at an absolute minimum.
The following describes how Integral undertake various maintenance service options required to ensure building maintenance is adequately and correctly delivered, in order to ensure: • Technically qualified Contract Management • Improvement in maintenance management of the buildings • Improved reliability • A proactive and appropriate management support • Highly responsive and customer focused service • “Customer-in-the loop” - a robust pro-active communication procedure • Best value service delivery • Better and safer environments • Equipment reliability is kept at the optimum highest level achievable
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• The health and safety of persons within the buildings are never compromised • Compliance with Environmental, Health & Safety and all statutory legislation
www.integral.co.uk
We work with a working relationship methodology and will embrace any sub-contractors as part of the team and vital to the service delivery, but used only with the client’s prior approval.
We understand the need to provide a consistent and coherent maintenance service and will designate mobile support engineers to BTP, to develop their understanding of the equipment in support of the resident stakeholders.
british transport police overview for mechanical & electrical services
partner of choice for British Transport Police Our strategy is to ensure British Transport Police has a specialist technical service provider across all work streams. Integral will be 100% focused on delivering the operational, performance, strategic and tactical objectives in regard to your building reactive services.
Such working relationships are driven by Integral’s core values which seek to align all stakeholders with the right culture and attitude to maintain focus on a common goal. Through that working relationship ethic we will embrace the mind set of value for money and ‘nothing is ordinary’.
These being
Our vision & values
• To implement ‘best in class’ reactive services to agreed service levels to a defined plan and to be fit for purpose • To provide a fully managed service to the highest standards at the right cost aligned to budget need; whilst ensuring agreed quality, service and performance levels and encourages value for money • To provide defined levels of highly responsive and proactive services • To support fully the core business activity and incorporate British Transport Police policies • Ensure adaptability of service delivery • To proactively support energy and environmental management • Compliance with Environmental, Health & Safety and all statutory legislative requirements We believe the only way to truly deliver a quality service is to have an in-depth knowledge of our clients business, operations and processes to gain an effective understanding of how they operate on a daily basis and to agree a shared strategy. This way we can develop and tailor solutions to your individual needs.
Today’s world demands the kind of attitude to service delivery that Integral has adopted from day one: a collaborative approach that makes for easy and effective working relationships. The breadth and depth of our selfdelivered and partner services mean we can deliver truly integrated solutions and we are proud of our track record on quality, health and safety and sustainability.
Trust & confidence British Transport Police can trust and depend on the Integral management team to provide coherent collaborative management and strong leadership. Confidence comes with inspirational leadership, sound governance, teamwork and evidence of a mature understanding of your key drivers. These disciplines underpin our approach to the safe, successful and sustainable delivery of the service for you. Our people, processes, and value-driven working relationships withstand the most rigorous interrogation.
In preparing our overview, we have recognised your desire to develop a working relationship to help deliver “A safe, secure, reliable and expanding transport system” and support your strategy for a better environment and the promotion of a quality infrastructure delivering exceptional value solutions. Moreover, a service that embraces “being smarter” and provides a co-ordinated and integrated approach that will allow British Transport Police to focus on their core business activities.
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delivering engineering excellence
Integrated facilities services delivery Our multi-disciplined approach to maintenance and reactive services allows us to build teams where each member has the specific skills and experience needed to provide total technical solutions. This fully integrated style of working has delivered the highest quality results and added value for our clients. We make it our business to keep up-to-date with the most recent legislation and good practice in areas of health, safety, environmental preservation and risk management techniques. Integral are proud of our direct delivery of a comprehensive portfolio of building services, covering the whole range of mechanical & electrical disciplines.
Contract structure We will develop an organisational structure to provide a suitably qualified technical point of contact for British Transport Police management. Formal and informal lines of communication are vital elements in building a strong collaborative relationship. This enables us to better understand the contractual needs and deliver an effective and flexible service to British Transport Police.
Management Integral recognise a key component in the successful delivery of any maintenance service is the level and commitment of the management team. We would deploy a strong, experienced and technically qualified management team that would consist of designated engineers and offsite full time management personnel supported by key members of our senior management team with access to Integral’s full range of technical expertise.
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www.integral.co.uk
Contract manager The position holder will be technically qualified and have a strong customer focus and experience coupled with a deep understanding of working in similar environments to British Transport Police. They will support the designated engineering teams and be responsible for all operational, financial, commercial and technical functions associated with the contract. In addition, they will facilitate the recording, management, administration and reporting of works orders issued under the contract. Their role will be to develop strong relationships with your senior management team to ensure that our service solution more than meets the compliance and activity needs of the contract. The lead Contract Manager will be supported by a network of Regional Contract Managers aligned to the Integral operational hubs across the UK, to support locally British Transport Police facilities.
Designated multi skilled technicians The service provision would have a designated team of vetted, site inducted multi-skilled technicians, who would be responsible for supporting the operations, maintenance and reactive tasks associated with your contract. Their duties would include reactive and remedial tasks, and the supervision, if appropriate, of any sub-contractors on site. Additional engineers would also be site inducted as part of the contract mobilisation process to backfill holiday and sickness.
british transport police overview for mechanical & electrical services
Mobile support Although our proposal will be based on the provision of designated teams, the Contract Manager would be able to draw upon additional staff available within the area to support personnel in case of emergency. With a strong regional and national presence, we are strongly placed to deliver an uncompromising and flexible service to British Transport Police within short timescales. We operate one of the largest mobile fleet of engineers in the industry, which gives us the capability to support our designated team, 24 hours per day, 365 days per year. This resource of over 1,700 engineers nationally enables us to be on hand whenever required to manage unscheduled events. We achieve a superior level of service through the employment of local labour, strategically placed, to ensure a blend of response time and necessary expertise to achieve our aim of a ‘first time fix’.
Flexible approach to unscheduled events We achieve a superior level of service through the employment of local labour, strategically placed, to ensure a blend of response time and necessary expertise to achieve our aim of a ‘first time fix’. We know that each client’s building maintenance requirements are different so we are committed to providing a choice of planned, reactive and predictive solutions to suit your needs. Our approach is completely flexible – Integral work for you, delivering what you want, in the way you want it. Integral has the flexibility to adapt to each client’s specific requirements and our structure and delivery model are tailored to our clients. We believe it is important to be close to our clients, both from a contract management and operations structure and hence we tend to structure our delivery model with: • 24/7, 365 Customer Support Centre • Account management bringing consistency across the portfolio and strategic level direction • Local service delivery through Integral’s mobile engineers and manned site teams.
To accommodate our clients’ need for 24/7, 365 day support, we employ staff on flexible contracts where they work 7 days out of 7, in shifts to cover all hours.
Response time Integral’s business is dealing with planned and unplanned maintenance in an efficient and cost-effective way. We provide a building maintenance service, managing and planning remedial works designed to reduce the burden on your business and provide you with peace of mind. We provide a 24-hour Helpdesk to meet any needs outside of your normal business working hours.
Help desk & customer support centre Our 24 hour service line is facilitated by our Help Desk and Customer Support Centre, providing Clients with a single point of contact for all for all service requests. The criticality of an issue is determined by our Help Desk in discussion with the caller. If in doubt Integral will default high, adjusting the priority downwards only after consulting management. A robust “customer-in-the-loop” procedure will ensure pro-active communication regarding response to service requests, and will check our customers are satisfied issues have been resolved satisfactorily. A communication process and an agreed escalation will be will be implemented to ensure effective understanding of the services throughout our business, through a defined interaction with the British Transport Police Helpdesk. To demonstrate our depth of experience, Integral UK Limited provide help desk support to over 1,400 clients and handle over 600,000 calls per annum; striving to deliver customer satisfaction and supporting the core business operations of our clients.
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delivering engineering excellence
member of the team has a responsibility for their own safety and that of those affected by our activities.
Health & safety management
Integral has an occupational health and safety system which is accredited to OHSAS 18001:2007 both for its head and support offices and at sites throughout UK which deliver our service operations. Integral is an accredited Safe Contractor and ContractorPlus for health and safety and member of the Contractor’s Health and Safety Assessment Scheme (CHAS) and have also been awarded with the Altius Assured CDM Vendor Award. We also hold corporate membership to RoSPA and have also recently been awarded with a prestigious RoSPA Gold Award 2015, to add to the one Integral won in 2014.
Integral’s accredited HSQE systems underpin our business and operations, ensuring technical excellence in our performance and the highest standard of safety and environmental responsibility in the management of our clients’ buildings and systems. Commitment to these policies and systems is led by Integral’s Managing Director, Bryan Glastonbury and managed by our HSE and CSR Director, Alison Connick and her team. Alison is a highly experienced senior Safety, Health and Environmental Professional with an MSc in Occupational and Environmental Health and Safety Management. She is also NEBOSH and IOSH qualified and is a Chartered Member of IOSH. Our approach is based upon a goal of zero incidents, continual training and awareness of risk and minimising risk by developing procedures and practices. Whilst ultimate responsibility for health and safety performance lies with the HSE we believe that every
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www.integral.co.uk
The safety management system establishes, operates and maintains processes which: • Set performance standards designed to initiate, develop, maintain and improve a positive health and safety culture in four key areas: control, competence, communication and co-operation. • Set performance standards for the control of risks, which are based on hazard identification and risk management. The foundations for the Safety Management System are both National and European Legislation and follow a pyramid approach as illustrated. We recognise the importance to our clients of ensuring the safety of all parties affected by Integral’s activities on all your properties.
british transport police overview for mechanical & electrical services
and provides the following services:
Performance monitoring Our operational teams review performance against the agreed SLAs for each element of our service. Any issues are prioritised, closed out at site level or raised with our client’s management team and captured on an issues register, where appropriate. As part of our commitment to continual improvement our management teams would meet with British Transport Police on a regular basis to discuss and review all aspects of the contract.
CAFM system
• Access to all Planned Maintenance tasks • Access to all Reactive Calls & their current status • Access to Statutory Compliance Certificates and reports • Access to Quality and Health & Safety guidance, procedures and performance data • Contract arenas to enhance communication and document management • Access to web-forms for other bespoke data capture mechanisms • Internal and external libraries of useful documents (Inc. Legislation, codes of practice and guidance documents)
Our CAFM System has a suite of advanced integrated modules, which automate Hard FM processes to boost efficiency, eliminate duplication and reduce costs. Developed over 20 years, the modules feature powerful integration, intranet access and remotely hosted software. It is widely used across the industry and provides complete planned and reactive maintenance packages, including comprehensive reporting capability on a site-by-site and consolidated basis. To support the core CAFM capability we have created a number of web based applications to enable our clients and suppliers to interact with us seamlessly. This web application is accessed through our web portal and would be our ‘one stop shop’ for British Transport Police to access all required information and technology tools.
Web portal Through our Client Access Portal, our clients can set priorities, review work status and evaluate goals. We recognise the need to share management information openly. Our in-house CAFM System and our web portal application supports this approach and provide a series of standard and bespoke reports on both our own and specialist suppliers performance against the agreed KPI’s and SLA’s providing real time visibility of the service delivery in an open book manner. The web portal can be tailored to meet the needs of clients,
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delivering engineering excellence
client testimonials… Don’t just take our word for it… Uptimeplus specialises in the design, build, optimisation, maintenance and on-going management of server rooms and data centres. Our aim is to deliver technical excellence across all aspects of the design and build process, meeting the business needs and operational challenges. Whilst providing our clients with a single point of contact through the contract life of the asset. To achieve this Uptimeplus, provides a complete end to end turnkey design and build service for data centres, server and computer room environments. Every project would typically include full technical design specifications, project management, supervision and fully managed maintenance packages. All projects are supported by our in-house design, project management and engineering maintenance capability which have the ability to create bespoke solutions that meet the power and cooling demands of high density IT equipment whilst being resilient to future needs. • Data centre and server room consultancy, in-house design and construction. • Data centre new build, optimisation and refurbishment. • 24 / 7 Maintenance and Management of data centres and server rooms. • Developed leading edge real time management tools, developed in house. • UPS systems and standby generators. • Data centre cooling and air conditioning equipment. • Fire suppression, environmental monitoring and security management systems
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www.integral.co.uk
All the above has led to our highest ever client retention ratio as we demonstrate our consistently high quality levels of service our clients rightly demand. “I was most impressed with the ‘can-do’ attitude of the Integral Engineer who attended a call-out to our Hammersmith store recently … a fantastic service ... he was a great ambassador for your company and certainly allowed the store manager to get on with his day knowing that all was in hand.” T Butcher, Regional Store Care Manager Boots plc. “I would like to place on record how pleased Northern Trust are with the performance of the Integral on-site team; this was particularly so during the Olympic and Paralympic Games, with them going above and beyond the norm.” D Stephens, Officer, Corporate Services Group Northern Trust Corporation “…overwhelmed by the actions of your Engineer regarding his assistance during the Warrington archives flooding, we shall be putting him forward for an award; great commitment from both NG and Integral staff, thank you”. C Shoesmith, Managing Director National Grid Property. “Thank you to the Integral team for their sterling efforts in keeping our building open during the recent bad weather ensuring we were able to maintain a professional service. In particular your commitment to arriving on site early to clear the snow was highly commendable”. M Southgate, Managing Director, JTI (Gallagher Group) UK.
british transport police overview for mechanical & electrical services
revisiting the promise Six months into a contract, the appropriate senior management would conduct an exercise to ‘revisit the promise’. Essentially this is to compare service delivery standards at this time with those promised at contract commencement. Any divergence is to be reported to the Senior Management Team, investigated and rectified.
conclusion To conclude, our objective through evaluation and understanding of the specific needs and requirements is to provide clients with a reliable value for money maintenance service that is highly responsive and customer focused and continuously improves the maintenance and management therein; with personnel witnessing a significant service improvement in the working environment and allowing them to focus on their core activities. Don’t settle for less. Thank You, Mark Evans.
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delivering engineering excellence
Registered Office 1290 Aztec West, Almondsbury, Bristol BS32 4SG T: 01454 278 900 F: 01454 201 169
Sales enquiries 03333 212 216 E: enquiries@integral.co.uk Company Registration No. 5307588
www.integral.co.uk delivering engineering excellence