Provision of Operational Property Helpdesk Executive Summary
02 Provision of Operational Property Helpdesk for Network Rail
Andrew Wilkinson Head of Business
The Atkins Promise To deliver your Vision for the Operational Property Help Desk including reporting, planned preventative maintenance and full integration with OPAS (Atrium) at an economically advantageous cost whilst ensuring excellent levels of service. This would be supported by our “excellent market leading” systems, processes and people to enable you to effectively manage your portfolio. Enabled by Atkins
Our solution will be based on:
Atkins will enable Network Rail to achieve the Vision and its Key Business Requirements through:
• Flexibility & innovation - through our partnership with IBM, we have developed a world-leading Asset Management Solution, Atkins Intelligence (Ai) that is proven - with millions of transactions to date. With the combined strength of Atkins and our own ICT function, UK Information Systems (UKIS) technical team, we have a depth of resources to meet any challenge, with the agility to adapt to the future requirements of Network Rail.
• Our intimate knowledge of Network Rail and wider UK rail industry. • Offering you flexibility and agility through the depth and breadth of Atkins, the largest rail engineering consultancy in the UK. • Our web enabled systems which will provide a 24/7 national view of your property maintenance activities, performance and costs, with the ability to benchmark externally. • Providing an independent and easy to use service that manages resources efficiently and effectively to enable Network Rail to focus on the delivery of its Strategic Business Plan, which aims to meet the growing expectations of stakeholders. This includes: improving the reliability of train services, investing in infrastructure, improving train services and setting challenging but realistic efficiency targets. • Providing a Value for Money solution that, across the whole life of our collaborative relationship, will deliver best value for the public and Network Rail.
Atkins Delivers We deliver on our promises - ask our customers. As well as delivering the Network Rail Property Action Line for over 10 years, these include the Metropolitan Police Authority, Barclays and Halifax Bank of Scotland (HBOS) and most recently we have won the Home Office contract to provide their Accommodation Helpdesk Services. We have a proven track record in delivering Helpdesk and Property Asset Management solutions.
• Assured integration - through working in the most stringent and secure environments demanded by the Metropolitan Police and Financial Services Authority, you know you can trust our solution to be secure and available 24/7/365. • C ustomer Focused - we understand that collaborative working with Network Rail and your stakeholders is key to delivery of the best service to front line customers. We pride ourselves on our customer focused culture and by employing highly skilled helpdesk operators we have the skills and knowledge to exceed your expectations. • Independent - we have no ties to the Asset Management Maintenance Supply Chain and can therefore present Network Rail with a professional, independent perspective. Giving you transparency of performance, value and improvement opportunities.
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The Atkins Promise continued
The Atkins Promise will deliver:
The foundation of our Bid can be found in the 4 C’s as follows:
• The fastest route to deliver the requirements for the Operational Property Helpdesk. • A flexible and agile collaborative partner who will work with Network Rail to achieve your goals and objectives. • A leading edge solution delivered by the UK’s best independent provider of Property Asset Management solutions.
Customer
• The creation of knowledge for stakeholders to assist in meeting the aims of the Network Rail Strategic Business Plan. • A high quality customer focused service, responsive to customers’ needs and expectations. • Value for money over the contract period, helping to improve your efficiency by implementing easy to use processes and management information.
Cost
Our proven track record in delivering these services is excellent.
Change Managed
Confidence
As the incumbent provider, we believe our proposal will offer Network Rail the lowest risk highest value solution.
Excellent customer satisfaction Constant communication – actively listening Visible, proven measurement
Value for money Transparency of costs Affordable, cost effective solutions Optimising use of respective resources
Agility Responsive to change Capacity and capability – depth of experience Scaleable resources
Independently focused Tried and tested solutions Delivering successfully Relevant demonstrable experience Employer of Choice
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Atkins experience of working across the rail industry gives us a deep understanding of the requirements of rail property assets.
05 Provision of Operational Property Helpdesk for Network Rail
Our Credentials Atkins plc is a FTSE 250 listed Group, with a market capitalisation in excess of £1 billion that works for a wide range of public sector customers. We are a people business employing over 17,000 people. Atkins understands the UK rail industry: • Atkins is the largest rail engineering consultancy in the UK (New Civil Engineering Consultants File 2007). • Turnover of £237m in 2007 in the UK based rail sector. • We also work for other major rail industry stakeholders such as DfT, Transport Scotland, TFL, Railway Safety and Standards Board and various Train Operating Companies. • Atkins knowledge of the UK’s railway assets is enhanced by having several thousand staff deployed daily on the network. Atkins experience of working across the rail industry gives us a deep understanding of the requirements of rail property assets.
Atkins is already a key supplier to Network Rail. As well as Asset Managements current provision of the PAL helpdesk:
• Atkins is a member of Network Rail’s Key Supplier Forum. Simon Kirby (Network Rail Director of Infrastructure and Investment) said at Atkins in-house conference in 2007 “We are dependant on each other to be successful” • We supply a breadth of services covering Asset Management, Engineering and Training. • Current projects which Atkins is providing a key role in delivering include Glasgow Airport Rail Link, Newport Station Upgrade and Major infrastructure improvements in Basingstoke and Port Talbot. Understanding Network Rail’s business at a strategic level as well as how the organisation actually delivers its major asset renewals, enables Atkins to provide an Operational Property Help Desk service that is effective and efficient. Atkins continues to add value to Network Rail’s business by:
• Driving efficiency improvements such as challenging unit costs with competitive pricing for Type A Frameworks won in the Western Region, utilising global engineering resources and improved engineering systems integration. • Technology use to add value in structures Examination. Atkins has always striven to add value to Network Rail’s business by driving the efficiency of what we do and looking for opportunities to use technology.
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Our Credentials continued
Our leading edge IT solutions have also gained recognition by industry experts: Our own ICT function, UKIS has the following Awards & Accreditations:
• Computer Weekly’s Best Places to Work in IT 2007. • The Help Desk Institute - ‘Outstanding Support person of the Year 2007’. • The Corporate Research Foundation - ‘Top Ten IT Employers in the UK 2007’. • ISO 27001 • Institute of IT Trainers - Formal Accreditation for the Group IS Training Team. • Training Institute - Silver Partner Status for the Group IS Training Team. • Silicon.com CIO50 - Lesley Hume (Atkins Group IS Director) was voted one of the UK’s 50 most influential and innovative IT leaders across the private and public sectors 2007.
Atkins integrated structure offers impressive benefits:
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Asset Management Credentials Asset Management, as a key business unit within the Atkins Group, have a formidable team of people and expertise. Atkins’ track record in Asset Management has led to sustained investment in our people, processes and systems. This investment has led to industry recognition and accreditation.
• The RoSPA Order of Distinction Award for Occupational Safety for a fifth successive occasion Demonstrating 19 years of commitment to Health & Safety (Atkins is one of only 18 companies in the UK holding this award and the only Facilities Management organisation with this level of accreditation). • Asset Management recently won the ‘Partners in FM category’ of the Premises & Facilities Management Awards 2007 for its collaborative development of the ‘Genie’ Delivery Model with HBOS plc. • Asset Management was accredited in 2007 with the Chartered Institute of Purchasing and Supply (CIPS) Certification for standards of excellence in purchasing. • The ISO9001 Quality Management System. • OHSAS 18001 Occupational Health & Safety Management Standard. • The ISO 14001:2004 Environmental Management Systems. • Investors in People.
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Core Services Service Strategy
The Atkins Approach
Our Service Strategy is enabled by our valuable experience and investment in the delivery of excellent Property Asset Management Help Desk Solutions.
• Align Asset Management with Network Rail Business Plan priorities and estate strategy.
We will be utilising Workforce Management functionality, which is not widely used in our industry, to deliver the following benefits:
• Quality of service improvements (e.g. call monitoring, feedback, training). • Workflow optimisation (e.g. scheduling of e-mail requests). • MI (e.g. reducing manual intervention, providing real time analysis of incidents). • Efficiency (e.g. scheduling).
Key to our service strategy is Atkins Intelligence (Ai). This world leading solution will be the central data collection tool from which information & knowledge to make informed decisions is derived. This process is highlighted below:
Service Delivery
Atkins will enable Network Rail to become the Intelligent Customer with respect to its property portfolio and the wider supply chain delivering its reactive, PPM, commercial and integrated systems for the maintenance and engineering departments.
Informed Business Decisions
Create knowledge
Best Value Analysis
• Enables the ‘hunting’ of value opportunities through structured analysis of information.
The Operational Property Help Desk will be focused on developing a proactive analysis approach on how to minimise faults, create first time solutions and continuous improvement of customer service.
Creating Knowledge Causal Analysis
• Provides a single version of the truth so that all stakeholders can spend time positively seeking improvement opportunities rather than challenging data.
Atkins would create an environment for all parties to focus on doing the right thing, at the right time, at the right cost.
Knowledge Management
Business Analysis
• Aids performance management and facilitates continuous improvement.
Development of Strategies
Option Appraisal
Digital Dashboard
Impact Analysis CBA Tactical Knowledge
Information
Ideas & Innovation Benchmarking
Data Service Hierarchy
Asset Register
Building Matrix
Finance System
PPM Schedules
HR System
Projects & Audit
FMSP
Property Database
Data management and business analysis will be at the heart of our knowledge solution. Ai has enabled Atkins, Network Rail and other users to have full visibility of, and maximise opportunities for, cost reduction, performance improvement and innovation.
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Atkins Intelligence System Strength
The Ai CAFM product is market leading. Enabled by IBM, a partner of Atkins for over 10 years, it provides world class CAFM functionality in support of Barclays, HBOS, The Metropolitan Police Authority and Network Rail amongst others. Market Leading The Ai CAFM product is market leading. Enabled by IBM, a partner of Atkins for over 10 years, it provides world class CAFM functionality in support of Barclays, HBOS, The Metropolitan Police Authority and Network Rail amongst others. Our CAFM system supports over 1.6 million calls and processes over 1 million work order transactions per annum.
Confidence Underpinned with uncompromised stability and resilience:
• Our system complies with the highest security standards - evidenced through achieving accreditation for connecting to one of the most secure HM Government networks and Financial Services Authority customers. • Our system is already fully embedded and stress tested with our existing customers, including Network Rail.
Development, Sustainability & Innovation Atkins has a unique yet powerful systems development, support and hosting capability:
• We are able to utilise our 250 strong internal Information Service Division when required.
• A mature (>10 years) partnership with IBM which allows us to draw from their considerable experience and jointly develop a solution that enables informed property asset decision making for Network Rail. • A continually refreshed 5 year development roadmap. We have enjoyed working with IBM and sharing resource across the US and UK to develop this product to meet our customers future needs.
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Atkins Intelligence System Strength (continued)
Customer Benefits
Process Efficiency
Independence Our independence from the supply chain provides us with the objectivity required to manage performance – all enabled through Ai.
• P ace - Although secure, our systems are easy to use ensuring that Network Rail and other stakeholders have quick and easy access to real-time information 24/7 through the channel of their choice.
Transparency Our easy to use standard and bespoke reporting capability enables our Customers, Atkins and Suppliers / Stakeholders to have transparent management information to put our customers in control and make informed decisions.
• C ommunications - Our system supports all multi-channel communication methods.
Accessibility Web-based, real time management information gives all parties access to the same information, anytime, anywhere.
• G overnance - Clearly defined automated business rules, keeping Network Rail in control.
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“Working as a team we produce innovative solutions�
12 Provision of Operational Property Helpdesk for Network Rail
Our People Our core values sit at the heart of our organisation and help us to create the culture and environment for our employees to succeed. We win through our people by;
• Employing the true professionals of the industry. • Focusing on developing them for the future. • Treating them with respect and dignity. • Valuing their opinions. Atkins has become a worldwide leader because everyone works to maintain those values. It is one of the reasons why we are able to identify and retain the best available talent. We hire our people for their passion, commitment and expertise. And when they join we invest heavily in their development. By doing so we enable them to thrive in a culture where they are continually challenged to exceed our customers expectations and push the boundaries of innovation. As a result we have overcome the most challenging problem;
• Fulfilling career aspirations. • Providing excellent service. • Retaining long term relationships with our customers.
Whilst Atkins continues to receive accolades for achievement and innovation from around the world, our toughest critic - our people remain steadfastly behind the organisation. It is our people who voted that Atkins is:
• A Top 20 Best Big Employers to work for in the UK. • A top 100 Employer of Choice for Graduates. • A Top 50 Best Places for Women to Work. • An improvement in our Employee Engagement Index for the last 3 years placing us above the benchmark for 2000 other organisations who participate in the survey.
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Performance & Continuous Improvement Management
Performance
Atkins people have a reputation for delivering continuous improvement by developing good ideas into working, effective solutions. Our culture of high performance is one of the backbones to our success in developing long term partnerships with our customers.
The Atkins Intelligence System will provide ease of access to complex data in clearly presented reports and digital dashboards to evidence performance trends.
The two key enablers to achieve this are:
• The right cultural environment in which measurement, creativity, innovation and improvement will thrive. • An integrated, state of the art Information Management System to deliver relevant information and manage knowledge in support of all decision-making.
The cycle for Continuous Improvement comprises 4 integrated elements: Continuous Improvement Plans Action Plans
Benchmarking
nge
Audit
Perform
an c e
C ha
Corrective
PMS
Each report or dashboard can be tailored to particular users. Internal audits will validate management methodologies and drive improvement planning.
Satisfaction A key measurement of service performance will be the Customer Satisfaction Process providing a consistent methodology for establishing achievement of defined service levels. Atkins will assess feedback from all levels and regions utilising innovative and intuitive methods of data capture to enhance the survey experience. A closed loop approach to the management of stakeholder complaints will effectively enhance the satisfaction levels with the addition of identifying critical issue trends.
Review As acknowledged experts in Asset Management, Atkins is committed to continuously reviewing defined processes and their efficiency and effectiveness in the delivery of services to all Customers.
Re
Innovation
ion
ICE Awards
ct
Process Review
A combination of managed Action Plans and prioritised Continuous Improvement planning will drive enhancements to ensure that Network Rail receive a market leading and best value service.
Satisfa
ew vi
Change
Customer Satisfaction
Network Rail will be an important stakeholder in this process to jointly strive for excellence in service delivery.
Complaints Management
“Atkins recognises the talents, ideas and creativity of all our people in delivering services to customers. Atkins Innovation and Contribution to Excellence (ICE) Award scheme enables all our people to contribute to the success and improvement of those services whilst publicly recognising their efforts.”
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Mobilisation & Service Development Strategy Atkins has a proven ability to deliver. Our market leading performance in this area is underpinned by:
• Our proven ability to deliver at pace - we have already demonstrated successful mobilisations of many major customers within 3-4 months of contract award. •
Flexibility - we already have significant live contracts and critical mass in place (Barclays, HBOS, Metropolitan Police) allowing us to draw on a pool of expertise and scale when necessary to deliver mobilisation and operational flexibility.
• Innovation - we have a market leading CAFM product. • People - We have experienced and formally qualified people throughout our business. This contributes to our proven ability to successfully integrate with private and public sector cultures. •
Strong Governance - Prince2 methodology lies at the heart of our change management process for both internal and external projects and all our change resource is formally accredited within this discipline. The experience and calibre of our people ensures that our customers get the best individual(s) and/or teams available.
As the incumbent PAL provider, Atkins is in an excellent position to manage the seamless transition and mobilisation associated with the scope of service changes required by Network Rail. This would be managed in a phased approach working with Network Rail to ensure knowledge and service levels are not affected by any fundamental changes in the service provision.
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Corporate Responsibility Within our Corporate Responsibility agenda, sustainability is core to all aspects of our operation. Sustainability
Employee Wellbeing
We consider all aspects; social, economic, and environmental sustainability in the delivery of Property Management solutions.
Employee wellbeing is part of our culture. We have developed a number of initiatives that go beyond career development and remuneration.
Our approach is as follows:
• Social - Comprehensive Staff Value proposition to enable recruitment and retention of our best asset - PEOPLE. • Environmental - Identification, management and improvement of the environmental impacts of how we and our supply chain do business. • Economic - Value for money in all we and our partners do.
Diversity Atkins is actively addressing Diversity globally. Our focus in this area is around communications, recruitment and development of our own people and diversity in our Supply Chain. We work closely with our customers to assist them in their improvement programmes, ensuring our people and supply chain are reflective of that.
Community - Asset Management has raised over £70,000 for Cancer Research through our annual 3 Peaks Walk.
Staff Recognition - Asset Management has a Recognition and Reward Scheme for individual innovation, contribution and excellence - The ICE awards. We are also concerned with supporting our people in managing issues that face them in their daily lives. We have an Employee Assistance Programme which is available 24/7/365. This confidential service provides assistance and support on all kinds of issues, eg health and financial. We also have a programme of events to assist our people in managing more everyday issues. These include stopping smoking, managing stress and lifestyle advice. Finally, all our people have the opportunity of an annual flu vaccination. At a Group level, Atkins rose higher in the UK’s Top 100 Business in the Community (BITC) index. Our rating improved on the previous year, from 77.5% to 83.5%. The BTIC index measures the extent to which corporate strategy, including the four key areas of community, marketplace, environment and workplace, is integrated into business practice throughout an organisation.
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Corporate Responsibility continued
Environmental Management
Quality Management
Atkins promotes sustainability and the reduction of environmental impact in property management. We continually explore opportunities for improvement in all our operations and services.
Atkins has created an Integrated Business Management System which is accredited to the following standards:
Issues such as waste minimisation, energy and pollution control are themes running through many of our customer services. Our environmental impacts are controlled by a corporate framework, driven by a central policy on environmental management. The BiE Index, now known as the Environmental Index, benchmarks companies against their peers, and against all companies that participate in the Index, on the basis of their environmental performance in key impact areas. Atkins’ score improved to 86% in 2006 from 80% in 2005.
• ISO 9001:2000 • ISO14001:2004 • Investors in People • H&S standard OHSAS 18001 • International Total Occupancy Cost Code (ITOCC) compliant • BSI PAS 55 focused – future standards today • Chartered Institute of Purchasing and Supply (CIPS) Certification for standards of excellence in purchasing.
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Atkins will enable Network Rail to become the Intelligent Customer with respect to its property portfolio and the wider supply chain
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Value Added Services Atkins has chosen to submit variant bids. The areas affected are highlighted below and are based on the principle of offering Network Rail a real alternative which maximises the objectives of delivering high levels of service at the most advantageous cost. •
Section 06 within PAL Contract Requirements - KPIs We have proposed a number of amendments within this section which we believe will meet the above criteria. Details are contained within our variant bid submission.
We have also highlighted a range of services which we feel are pertinent to Network Rail Property management activity should you wish to call upon them.
1. Environmental Environmental issues are of critical importance today, from the land you occupy to the consumables you use. Atkins, in conjunction with our long established and internationally recognised Environmental Services business, can advise you on a number of areas including: • How to maximise your assets in these surroundings. • Regulatory compliance. • Positively influencing your Sustainability Development Program. • Improving staff morale and wellbeing. Atkins is accredited with The ISO 14001 Environmental Management Standard.
2. Atkins Remote Technology (ArT) Asset Management provides cutting edge remote asset and environmental monitoring to enhance organisations asset and FM strategies. Simple to install and non-intrusive, ArT can provide tangible benefits to companies with distributed property networks, putting the property function in total control of its portfolio. ArT is an integrated hardware/software technology platform, for providing independent, automatic remote monitoring and alarming of key property assets and their broader environments. ArT can deliver a wide range of benefits key to operational performance: • Accessibility - Web-enabled 24/7/365 access to all stakeholders. • Leveraging Cost Savings via better control and operational efficiency. • Risk Management - Early identification of issues means minimum impact on your core business and optimises asset performance. • E nhanced Energy Management - Providing you with the tools to meet energy saving targets and evidence environmental impact improvement.
3. Quality, Safety and Environment (QSE) Atkins Assured Solutions provide statutory and regulatory compliance whilst seeking to minimise risks by adherence to ‘best practice’ health and safety and property management principles. •
Health & Safety Advice - From risk profiling to incident management and specialist subject matter issues, we have access to an enormous range of technical expertise within the Atkins organisation.
We have delivered compliance around diverse Health & Safety issues such as: • Asbestos surveys and registers. • Legionella. • Fire Risk Assessments. • Whole Building Risk Assessments. • Disability Discrimination Act.
4. Field Audit Supplier Performance Audits Atkins has developed a suite of comprehensive audits that provide full visibility of the standards of service delivery being provided by suppliers involved with facilities and asset management. The audits facilitate flexible benchmarking between suppliers, properties, services and customers through the use of standardised methodologies with scoring parameters similar to those employed by the major quality assurance accreditation bodies to enable wider benchmarking between industries. The scope of audits include reactive and planned works, projects, H&S and risk assessments, a range of soft services, a range of office service, M&E, PPM and site documentation. Holistic Building Audits Through the combination of high level asset condition surveys and supplier performance audits, Atkins has developed a comprehensive audit offering encompassing all aspects of asset and facilities management. High level asset condition surveys inform the asset, budget and estates management functions whilst implementation of the suite of performance audits provide a full picture of the quality of maintenance being undertaken.
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Value Added Services continued
This best value combination of programmed audits undertaken by highly trained specialists provides an excellent overview of a property portfolio on which to base informed management decisions. Condition Surveys Atkins can provide planned or reactive condition surveys with a variety of scopes ranging from high level condition indicators to in depth structural inspections and party wall management. The strength in depth of Atkins, with cost management specialist subsidiary Faithful + Gould, provides a fully flexible service to suit all customers’ requirements. The range of surveys can investigate specific reactive issues or inform specifications for capital investment projects, forward maintenance planning, budget management or estates asset management considerations. Whole Building Risk Assessment To provide the assurance that properties comply with current statutory obligations and provide a safe working environment for employees, Atkins can facilitate a comprehensive risk assessment survey programme comprising: Fire Risk Assessments – to comply with the Fire Safety Order Regulations. Health & Safety Risk Assessments – to comply with the Workplace Regulations. Asbestos Surveys & Management – to comply with the Control of Asbestos Works Regulations. Based on the survey results a Management Action Plan is provided encompassing all issues identified with guidance on the priority and cost for completion. Support can be provided in the management of the works and in specialist areas such as radon gas surveys and remediation.
The Electronic Document Management Systems (EDMS) centralises document storage, saving on actual space and providing a ‘paper vault’ in electronic form. This will allow your business to operate under a collaborative environment where the advantages to business continuity and process enhancement are measurable and immediate in all cases. The use of Optical Character Recognition (OCR) searches within pdf documents creates the ability to immediately find and share any document. This makes the cataloguing and search functions a quick win.
7. Supply Chain Management Atkins Supply Chain Solutions are able to provide a holistic solution to customer Supply Chain needs through two distinct elements of its service: Supply Chain Manage, focused on the operational delivery and strategic development of suppliers and Supply Chain Consult, where current supply chain provision is assessed and opportunities for improvement identified. Atkins builds real knowledge on performance capability through its own market leading assessment tool, ‘Quantum’. The assessment is based on 10 different competence areas: • Financial • Service Delivery • Customer Focus • QSE • Supply Chain • People • Management • Corporate Responsibility • Innovation • Business Strategy
8. Project Management
5. Business Continuity Planning
Atkins has extensive experience of project management from procurement advice to full project delivery, whether for asset replacements such as HVAC or lifts, minor building maintenance or major alterations and reconstruction.
Almost 50% of UK businesses do not have a Disaster Recovery Plan in place, yet almost 20% claim to have been affected by disaster in the past.
Atkins breadth of experience is not limited to management of hard services but also encompasses property churn with all associated space planning and utilities alterations.
Atkins has years of experience in crisis management and can provide the expertise to prepare a contingency plan that reflects your business requirements and provides a ‘contingency policy’ against the unexpected.
6. Document Management To enhance the requirement to provide a document storage capability within the CAFM, Atkins can provide a flexible document management system with full indexing and search facilities.
“Low risk, high performance from an independent knowledgebased solution�