Integral in partnership with
norfolk & suffolk constabulary
delivering engineering excellence
presented by
Martin Hurn
Neil Hardy
Craig White
Mark Evans
Operations Manager
Contract Manager
Electrical Lead
Business Development
notes
delivering engineering excellence
ÂŁ375m
compliance
su fir pp e res sio n
2015 turnover
refrigeration
ele se ctric rvi al ce s
pr oj ec ts
mp s pu tem s sy
(commercial & industrial)
Quality accreditations national team of compliance auditors
1600
clients in
60,000 locations
3600+ directly employed personnel
fabric
public sector turnover
1900
engineering workforce in the UK
local
service delivery to the constabulary sites — through Integral Newmarket office
cle an ing
delivering engineering excellence
al itic cr
ÂŁ56m
ty uri ec s & s tem fire sys
Self-delivery is the basis on which we provide our services.
mobile
reaching every UK postcode
s ce rvi se ing ing er ild ine bu eng
10 Norfolk 9 Suffolk
ed n an pl
ir repa tive reac
Electrical:
mechanical services
ign es cy d y n ert ulta p s procon
mobile skilled technicians
pre dict ive
regional offices in the UK
We operate the largest mobile fleet of engineers within the UK and East Anglia: 1700+ nationally 82+ regionally
1500
amongst the Sunday Times Top Track 250
m an ne d
18
ma bui n ldin g co agem ntr e ols nt
Integral is the leading provider of M&E Maintenance Services national and within the East of England.
5 years
self-delivery capability
energy services
overview
92%
technology in FM award winners 2015
2016
RoSPA Gold Award Winners
notes:
delivering engineering excellence
Q.1
What resources and staff do you have available to deliver the contract? Regional Resources
Helen McAndrew HR Manager
Regional engineers Electrical engineers Helpdesk staff
8
Administration staff
6
Contract Managers
6
Contract Supervisors
6
proposal structure
Kevin Doughty Regional Director
82 19
Health & Safety Quality Management Training IT Environment Finance Corporate Social Responsibility Compliance
Paul Byrne Quality & Compliance Manager
Martin Hurn Operations Manager
Stuart Marsh Health & Safety Manager
Sarah Eagle Admin Manager
Neil Hardy Contract Manager
Allison Connick HSE & Sustainability Director
Kelly Flack 24/7 Helpdesk Manager
David Stebbing Contract Supervisor
Angela Bagnall Training Manager
In-house In-house In-house In-house In-house In-house In-house In-house
Paul Hamilton Finance Manager Key:
Craig White Electrical Lead
Designated Engineers
Mobile Support Engineers
Dedicated team Leadership team Support functions
notes:
delivering engineering excellence
Q.2 Self-delivery
3
What sets you or your company apart from other suppliers?
Regional mobile workforce
Investment in region
3
3
Local facilities • Newmarket • Ipswich • Cranfield
Management Customer Support Centre Health & Safety / Compliance Technical
Security / enhanced vetted personnel
3
Public sector experience
3
HSBC (PEV) Fed EX (DFT) AMES — Home Office Estates (Official Secrets Act)
Police NHS Probation Service
Southend Airport (Airside Security Clearance)
…we deliver engineering excellence
notes:
delivering engineering excellence
Q.3
What do you consider to be the greatest challenges in delivering the terms of the contract and how will you manage these?
Challenge Mitigation Minimal operational impact
Effective mobilisation
Site access Cohesive Implementation Security Planning Geography
Resource planning
Operational depth
Inclement weather
Weather bulletin monitoring
Major regional events
Effective mobilisation
Communication process
Establishing protocols
Priority changes
Resource planning
Dialogue
Sub-contractor performance
Stringent pre-qualification
Robust audit process
one team approach
notes:
delivering engineering excellence
Q.4
Are you members of any associations or trade groups?
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delivering engineering excellence
Q.5
Please outline the scope and your experience of undertaking building electrical reactive maintenance tasks on a 24/7 basis over the last year and challenges that resulted?
Sectors • Public sector • Blue light services
• Healthcare • Education
• Retail • Commercial • Industrial • Research & Development
Scope Outline Exclusive range of electrical solutions including testing, installation and maintenance of; • Electrical maintenance • Fixed Wire • Portable Appliance • Emergency Lighting • Fire Alarms • Lightning Protection • Uninterruptable Power Supplies (UPS) • Hazardous Areas
Client
Scope
Challenges
MOD PPM & Reactive Access Electrical Maintenance Security Clearance — Increased checks into family members and relatives for certain sites Two men working teams Vehicle checks Avon & Somerset Police Merseyside Police Mechanical & Electrical Gloucester Police Maintenance through all Northumbria Police sites including the HQ
Access issues due to high security standards. Added risks when working in police cell areas, including extra checks with tools being taken in and out. Two man working is adopted in high risk areas along with escorting in certain rooms.
FedEx
PPM & Reactive Electrical Maintenance
Access Security Clearance
Specsavers
PPM & Reactive Electrical Maintenance
Landlord considerations Business peaks
Greggs PPM & Reactive Business interruption Access Chesterford Research Park
PPM & Reactive Electrical Maintenance
Challenge Mitigation Inclement weather
Weather bulletin monitoring
Major regional events
Effective mobilisation Communication process Establishing protocols
Priority changes
Resource planning Dialogue
Multi-tenanted communication security clearance
• 24/7 National Helpdesk Capability. • 1700 mobile engineers across the UK – this nullifies operational/ deployment challenges and allows for greater flexibility.
notes:
delivering engineering excellence
Q.6
Please outline the scope and your experience of undertaking building electrical minor works in the last year?
Scope Outline Exclusive range of electrical solutions including testing, installation and maintenance of; • Fixed Wire • Portable Appliance • Emergency Lighting • Fire Alarms • Lightning Protection • Uninterruptable Power Supplies (UPS) • Hazardous Areas
• Replacing distribution boards, main incoming panels and supply cabling. • Installation of new light fitting throughout their estate. We liaised with the clients electricity supplier to arrange for appropriate shut down and ensured the correct safe systems of work were in place. • Installation of temporary generators to keep buildings running while mains supplies were offline. • Installation of UPS / generator back up plant to protect buildings from mains failure. • Installation of new supplies to new installed chillers and boilers. • Refurbishment of all floors installing new bus bars, sub mains cabling, floor boxes, spurs for fan coil units.
Some examples of electrical minor works that Integral has undertaken for clients in the last year…
• Installation of new desk leads and power supplies throughout the Eon estate to ensure compliance with legislation. • Desk moves with new power supplies and floor boxes installed (out of hours) so as not to disturb the client from what they do best.
notes:
delivering engineering excellence
Q.7
Please outline the scope and your experience of undertaking building electrical servicing in the last year and how will you manage and co-ordinate the servicing for us?
We undertake building electrical servicing for many of clients covering; • General Electrical Maintenance • Fixed Wire • Portable Appliance • Emergency Lighting • Fire Alarms • Lightning Protection • Uninterruptable Power Supplies (UPS) • Hazardous Areas • Fixed Electrical infrastructure • Lighting • Power Controls • UPS & Generator systems.
Two local examples are:
This is across a broad range of critical sites including; • Blue Light Services • NHS • Ministry of Defence • FedEx • Home Office Estate
The following process will be followed… Engineer to attend site, sign into attendance log book, check asbestos register and other relevant risk/method statement. PPM task(s) then carried out.
• Newmarket Racecourse - focus on ensuring services are fully compliant and operational for race days. • Chesterford Research Park - planned maintenance must be carefully planned as to not impact on experiments and research activity.
Should the Engineer not be able to Complete PPM for any reason, this will be communicated to Integral office who will update notes on CAFM system.
Managing Norfolk and Suffolk Constabulary’s servicing • Identifying the 24/7 nature of the business and structuring a team best place to manage the risks. • We will upload all assets to our CAFM system to the agreed specification. • All PPM delivery will be co-ordinated by our Newmarket helpdesk. • We will issue PPM planner to your estate team two weeks prior to month due for clarity and information purposes, detailing dates of attendance. • We will Issue PPM planner to Engineers one week prior to month due.
If works are above £500.00 threshold, Engineer to call N&S Estates Team for approval.
A copy will also be filed in the site log book.
A PPM report will be issued each month for detailing all complete, awaiting paperwork and not complete PPM’s, with rationale & reasoning.
Full visbility of all outstanding/ recommended remedial actions resulting from PPM will be visible to Norfolk & Suffolk Constabulary.
Where approval not given, Engineer will complete documentation advising recommended remedials; a quotation will be raiised within 5 days.
Engineer to contact Integral office and notify PPM complete, Integral Helpdesk to update status as complete pending paperwork.
Estates team will have access to Integral web portal showing full visibiktiy of PPM progress , Engineer report sheet and all statutory compliance certificate.
notes:
delivering engineering excellence
Q.8
Please outline your experience of undertaking building electrical works and servicing in properties that are operational and have high security standards?
Contracts with high security requirements;
• HSBC • Fed EX • AMES • Southend Airport • SLAM
(PEV) (DFT) Home Office Estates (Official Secrets Act) (Airside Security Clearance) 5 MOD bases (Military Clearance)
• Public Sector
Enhanced DBS Check
• Avon & Somerset Police • Merseyside Police • Gloucester Police • Northumbria Police • Devon & Cornwall Police
The effective deployment of designated Engineering Teams, Supervisors and Contract Management – supported by Critical Infrastructure Team.
notes:
delivering engineering excellence
Q.9
Given the Constabulary’s commitment to ensuring all suppliers are paid within 30 days, how will you guarantee this process is replicated to any subcontractors / suppliers you engage?
Shared values One team approach Suppliers • Meet the buyer events • Quality Approved Supply Chain Pre-qualification Benchmarking Commitments to contractual terms, KPIs and SLAs
• Joint operating protocols
Payments terms • Integral always adhere to payment within our suppliers/contractors/partners terms. • 5% of Integral suppliers/consultants currently have 30 days invoices outstanding
notes:
delivering engineering excellence
Q.10
What are your arrangements for ensuring that your quality management, including the quality of service output and general performance, is effective in reducing/preventing incidents of sub-standard delivery?
As part of auditing best practice and performance management, Integral will host a service delivery review which will provide holistic management accountability, KPI transparency and support to Norfolk and Suffolk Constabularies. We will undertake regular reviews of service delivery teams performance, analysing site-specific activity, personnel performance and provide detailed feedback. This will determine any need for service delivery enhancement, corrective action, changes in resource management and provide any plan of action going forward. Furthermore, in order to maintain our standards across the contract, a monthly performance audit will take place and will be the basis of a discussion document, which will be reviewed during our meetings with appropriate Norfolk and Suffolk Constabulary Stakeholders. On a quarterly basis, Integral will undertake a complete review of the performance of the contract analysing all activities and performance.
Areas to be reviewed will be: • Contract KPI performance • Helpdesk performance • Statistical call analysis and compliance • First time fix ratios & response time compliance • Health, Safety and Environmental compliance • Spares and material lead times and availability • Communication strategy
• Resource management analysis • Non-compliance reports and corrective actions • Expenditure management • New initiatives performance • Sub-contractor support and initiatives • Cost and benefits of change • Customer complaints
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delivering engineering excellence
summary
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delivering engineering excellence
experience
Integral UK Ltd 1290 Aztec West Almondsbury Bristol BS32 4SG T: 01454 278900 E: marketing@integral.co.uk
www.integral.co.uk delivering engineering excellence