CASE STUDY
NSPCC / National
www.integral.co.uk
cleaning solution Providing a full scope of cleaning services to
delivering engineering excellence
overview Back in 2011 we were approached by our colleagues in M&E, who provided Hard Services to the NSPCC on a National basis, if we could provide cleaning services to one location on a short term basis.
We negotiated directly with the client and reached an agreement for this provision. Gradually, over a period of two years, we were approached several more times with the same request as a consequence of proving to be a reliable provider within the cleaning sector. By late 2012, we were servicing approximately 15 of the 48 locations. The client was looking to consolidate the service delivery and during 2014 put the service out to tender. Integral Clean were awarded the contract in December 2014, with an anticipated start date of 1st April 2015.
Scope of the requirement This contract is to provide cleaning services to the agreed schedule to 48 Regional and Service office locations throughout the UK. The full scope of the services provided include: Daily Office Cleaning, Janitors/Housekeeping, Periodic Deep Cleaning, Carpet Cleaning, Window Cleaning, Janitorial Supply, Washroom Services, and any other soft services deemed necessary.
Mobilisation The mobilisation of the 33 locations, which were not previously serviced by Integral, was planned to occur over a three month period. However, as a consequence of delays in being provided with the required TUPE data from the incumbent service providers, this mobilisation time was reduced to 4 weeks, in order for Integral to comply with the agreed 1st April start. We managed to successfully complete the required employee consultations within this tight allowance and the contract was successfully started within the required timescales. Integral was also tasked with implementing amendments to the cleaning specification which, in some cases, resulted in a reduction to the cleaning hours delivered. We also agreed with our client that all cleaning operatives should be paid the published Living Wage, this being a benefit to the majority of the cleaning team. These changes were to be implemented during the first 3 months of the contract, therefore further consultations were undertaken which again needed to be handled sensitively. This was successfully completed.
www.integral.co.uk
CASE STUDY
NSPCC / National
Key benefits: Service self-delivered and this ensures the NSPCC receive accountability, coherence and a bespoke service geared towards meeting the individual site needs. Consistent achievement of customer KPIs and customer satisfaction Continuous improvement is something we offer to NSPCC, which is driven by ourselves and the needs of your staff and customers. Our front line staff are the true ambassadors of Integral which is why we invest our time in delivering customer bespoke training. For NSPCC we offer tailored customer service training, so our staff are helpful, knowledgeable and professional when interacting with your customers. Our 24/7 helpdesk service is utilised to ensure we can respond to any incidents including graffiti removal and sharps removal. Openness and honesty is something that we develop with all our clients, and NSPCC is no exception.
delivering engineering excellence
Important factors for the NSPCC
Important factors for Integral
Integral demonstrates sufficient numbers of field management
Following mobilisation, Integral field management conducted
in the appropriate geographic locations, to support a localised
audits and site surveys to determine targets for improvement in
service delivery to individual client locations with a high quality
service delivery on a site by site basis. The information gained
consistently across all sites.
evaluated all aspects of the service such as efficiency, productivity, quality and performance.
Confidence that cleaning services are delivered by welltrained directly-employed operatives, who have undergone
A significant investment was made at the TUPE consultation
an appropriate selection process which includes a robust I.D.
stage to gather the required information from operatives of
vetting process. The sensitive nature of the work undertaken by
training previously provided, and the security clearance
the NSPCC in its locations demands that all employees have
that each had undertaken.
the appropriate clearance to enable them to work on their sites. Field management were required to re-evaluate their local The availability of sufficient resource and contingencies to
back- up contingencies to ensure sufficient numbers of mobile
successfully provide a quality cleaning service, when cleaning
cover employees were recruited to provide the required
operatives have either planned or unplanned absence.
resource at all times.
Ongoing awareness of the requirement for strict cost control
We ensured our Quality Management System was implemented
while maintaining a quality service, therefore demonstrating
with reference to each of the 48 service locations, this
an understanding that the NSPCC is a charitable organisation,
encompassing site audits, weekly/monthly inspections, the 100
where any cost savings realised manifest themselves as
Day Plan initiative, and quarterly business reports as required.
additional help that can be provided to vulnerable children. Integral’s ongoing commitment to continuous improvement in both methodology and performance is employed to identify where productivity improvements can be made where cost savings may be realised.
www.integral.co.uk
CASE STUDY
NSPCC / National
Innovation & added value We quickly adopted a strict management control of all consumable and cleaning material supplies in consultation with our client. This was driven by the need to maintain additional costs at a low level, and the fact that on-site storage availability is minimal. We amended our internal processes so as stock purchases are challenged by both our own management and NSPCC Facilities Managers. Integral has introduced Pictorial Method Statements which have proved to be beneficial in demonstrating to operatives specific cleaning processes. These statements offer guidance on how to complete a task, and the expectation levels required, which is reinforced using photographic images. These are adapted to our clients’ individual requirements.
delivering engineering excellence
our services
compliance refrigeration
cle an ing
pre dict ive
ma bui n ldin g co agem ntr e ols nt
su fir pp e res sio n
pr oj ec ts
fabric
delivering engineering excellence
al itic cr
ty uri ec s & s tem fire sys
ir repa tive reac
energy services
mobile
ele se ctric rvi al ce s s ce rvi se n ing ig ild es bu & d
ed n an pl
mechanical services
m an ne d
n sigy e y d nc ert ulta p s procon
mp s u p tem s sy
(commercial & industrial)
Company Registration No. 5307588
www.integral.co.uk delivering engineering excellence