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11. Quality
Quality
The Buildings and Estates Department is a customer-driven organisation that strives to provide excellence in the services it delivers. We believe that the campus community is entitled to a high standard of quality from us. The department’s quality ethos is
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Key Business Processes
The figure below sets out the key B&E service procedures (on the right) that are used to provide and maintain outstanding physical facilities. The associated quality management system (QMS) procedures are shown on the left. The supporting procedures that underpin these key procedures are reviewed, discussed and challenged in accordance with the schedule set out in the department’s quality calendar.
QMS PROCEDURES
Documentation Management Department Objectives and Measures
Departmental / Management Communication
Employee Satisfaction Training and Continuing Professional Development Continual Improvement and Customer Satisfaction
Customer Feedback and Customer Focus Group Self-Assessment
Process Structure and Interaction Quality Policy Quarterly Business Review
Quality Manual
Measurement and Continual Improvement
Customer Interaction and Feedback
Customer Satisfaction KEY SERVICE PROCEDURES
Management of Capital Projects Maintenance and Minor Works
Space Management Cleaning Management Waste Management Portering Operations Goods Inwards and Distribution
Furniture Provision
Insurance
Security Key Control Parking Grounds Maintenance
Energy and Water Signage
Memberships
B&E (and hence UL) is a member of the following associations/organisations/groups: ■ Association of University Directors of Estates (AUDE) (B&E was its first member outside of the UK) ■ Association of University Chief Security Officers (AUCSO) ■ Irish Association of University Directors of Estates ■ Irish Universities Association Sustainability Working Group ■ University Sector Energy Environment Economy Group (E9) ■ Environmental Association of Universities and Colleges Office Bearers Group ■ Insurance Intervarsity Management Group ■ Chartered Institute of Engineers ■ Golf Course Superintendents Association of Ireland ■ Project Management Institute ■ Mid-West Project Management Networking Group ■ EPA (Environmental Protection Agency) Large Water Users Community of Practice ■ OGP (Office of Government Procurement) Category Councils ■ Corporate Enabling of Clinical Research
Quality Team
Although B&E has a quality leader, the department does not have a dedicated quality team as such. All core members of staff are considered members of the quality team, and quality features as a permanent agenda item at multiple departmental meetings (e.g. Quality Business Review, Coordination). While a representative subgroup of B&E’s quality team was tasked with compiling the department’s selfassessment report (SAR) for its 2020 external quality review, all members of staff were involved in the selfassessment exercise to some extent. In addition, the wider quality team members were encouraged to provide feedback on a draft version of the SAR prior to delivering the final report to the Quality Support Unit for circulation to the external quality review group.
Quality Improvement Plan
B&E maintains a quality improvement plan (QIP). Contained within the QIP are action items arising from multiple sources, including customer focus groups, staff and student surveys, Quarterly Business Review meetings and self-assessments. The action items span a wide range of issues, including environmental improvements, facilities improvements, outdoor events, maintenance and minor works and improvements to the QMS itself. Specific action items are overseen by the relevant forum, such as the Operations, M&E Team and Minor Works meetings. The overall implementation of the QIP is monitored at the Quarterly Business Review, and the efficacy of specific quality improvement action items is measured using existing feedback channels.
2020 External Quality Review
The Universities Act (1997) obliges universities in Ireland to formally establish quality assurance procedures aimed at improving the quality of education and related services. Furthermore, the Act stipulates that each university’s quality assurance procedures must be evaluated at regular intervals (but not less frequently than once every 10 years). In support of the requirements of the Act, UL published a standard framework for support departments on the implementation of a QMS. B&E was an early adopter of a QMS, and for this reason, the department’s most recent external quality review (March 2020) was the third of its kind. The review took place just after the worst of the flooding and before the onset of the COVID-19 pandemic in Ireland. The earlier reviews focused primarily on ensuring that the department had adopted a fit-forpurpose QMS. While the March 2020 review also evaluated the B&E QMS, the review placed a greater emphasis on strategic alignment, organisational structure, management and governance. In preparation for the March quality review, B&E appointed a new quality team leader, established a core quality team, undertook focus groups (among both staff and students), introduced new and more effective mechanisms for collecting and acting upon feedback, reviewed its quality manual and associated procedures in their entirety, updated its QIP and completed a SAR for the quality review group (QRG). In its post-review report to B&E, the QRG made this comment in relation to the SAR: “We wish to record our appreciation of the excellence of the SAR and of the effort that clearly went into preparing it.” The QRG found the SAR “to be a very comprehensive and professional document, showing evidence of commitment to the UL quality process over a long period and a keen awareness of the need to monitor and account for the division’s performance.” The report later stated that “B&E provides an excellent operational service within its resources”. The QRG commended B&E for, amongst other things: ■ The delivery of the B&E strategic plan, Building a
Sustainable Future, 2017-2021, and the subsequent annual reports demonstrating progress against this plan. ■ The division’s commitment to and delivery of the environmental sustainability agenda and Green
Campus and its active collaboration with the UL
Environmental Society. ■ The clear recognition by B&E of risks posed by specific resource gaps for the division’s capability and capacity to support the University’s strategic plan. B&E received 23 recommendations from the QRG – 10 at Level 1 and 13 at Level 2. Of the 23 recommendations, B&E accepted 22 in full or in part; one recommendation was rejected. The QRG’s recommendations can be largely broken down into three thematic areas: (i) the strategy for developing and managing the estate; (ii) additional human resources; and (iii) communication. The Buildings & Estates QRG report was approved by the Quality Committee on 28 May 2020 for publication.
Maintenance
Us
> Promptly acknowledge receipt of your request > Respond to your urgent requests immediately > Advise you immediately when your request has been completed and within five working days when your request has not been completed
Cleaning
> Clean buildings as per Service Level Agreement with cleaning company > Collect recycling paper from offices weekly > Provide janitorial service during normal working hours for toilets and emergency clean-up of spillages > Carry out deep clean of new buildings & vacant offices > Clean building glazing once a year > Provide feminine hygiene service in female toilets
Security
> Provide a safe and secure environment on campus > Monitor vehicle parking to ensure compliance with
UL parking policy > Be responsible for traffic management > Be responsible for security of campus building stock > Respond to incidents/accidents and contact emergency services when required
Space Management & Office Moves
> Promptly acknowledge receipt of your request > Respond to the changing requirements of UL’s teaching and research priorities > Allocate space in the best interests of UL according to space allocation protocol > Provide you with a suitable single/shared office or workstation > Endeavour to provide everyone with sufficient space to enable them to carry out their function > Discuss with you your space requirements or any issue about your office move
Landscaping & Grounds
> Manage the maintenance and development of the campus landscape to provide an attractive and pleasing environment for the campus and wider community in support of UL’s mission > Manage and maintain the field sports facilities > Keep the campus clean
Maintenance
You
> Send an email to Buildingsmaintenance@ul.ie, including location room number > Read emails from BENotices > Give at least 24 hours notice for collection/ delivery requests
Cleaning
> Report any floor spillages that could result in an accident > Segregate paper and general waste > Dispose of general waste in corridor waste bins > Report toilets that require servicing (including blockages) to Buildingsmaintenance@ul.ie
Security
> Park in official car park spaces > Follow instructions issued by security officers > Report any suspicious behaviour by individuals or vehicle occupants > Inform campus security of any proposed events taking place on campus
Space Management & Office Moves
> Outline your space requirements to your faculty manager or head of department > Make your request as clear as possible > Ensure your department’s existing space is fully utilised before seeking additional space > Adhere to UL’s space allocation protocol and understand that space is a valuable and finite resource > Relinquish any unused or under-utilised space
Landscaping & Grounds
> Enjoy and respect the parkland facilities and riverside setting > Report any safety or hazard issues to
Buildingsmaintenance@ul.ie
Minor Works
Us
The same as maintenance, above, with the addition of the following: > If your request is on hold because we’re awaiting information from you, we’ll send you a reminder after 10 working days > If you don’t receive a quotation within five working days, we’ll advise you of the status of the request
Porter Service
> Promptly acknowledge receipt of your request > Set up and support special events > Take responsibility for housekeeping in communal areas and teaching spaces > Provide security in campus buildings and car parks (in conjunction with Campus Security) > Provide frontline support for AV equipment in a number of outlying buildings, lecturing spaces and seminar rooms > Participate in UL emergency response procedures, including fire alarms, major incidences and medical emergency calls > Provide information about events and seminars to visitors > Deliver goods inwards material, sort and deliver
SDS postal items and sort and deliver general postal packages
Insurance
> Promptly acknowledge receipt of your request > Provide evidence of UL insurance cover > Advise on existing UL policies > Liaise with UL insurance brokers on your behalf > Update Asset Register with new plant/equipment > Lodge settlement cheques to your dept. cost code > Seek additional cover on your behalf (additional charge may apply) > Submit claims on your behalf > Assist with incident investigations
Minor Works
> Complete a Minor Works form > Provide a detailed description of the works
You
Porter Service
> Email requests to
Buildingsmaintenance@ul.ie > Give adequate notice of events that you host > Report suspicious activity to Buildings and
Estates or directly to Campus Security > Give advance notice of the need to relocate material within buildings > Leave teaching spaces in the correct setup for the next class (leave them as you would like to find them) > Include your room number on orders that are being delivered to UL
Insurance
> Send an email to cliona.donnellan@ul.ie > Make your request as clear as possible > Advise of incidents/accidents immediately > Submit claim forms promptly > Pay additional bespoke premiums promptly > Provide requested additional details promptly > Advise Buildings and Estates of new plant/ equipment in your department > Complete questionnaire/claim forms comprehensively and provide supporting docs > Provide dept. cost code for settlement > Advise insurance administrator of planned sabbaticals at least one month in advance of travel > Ensure your contractors/visiting groups have current public and employers’ liability insurances to levels of €6.5m and €13m respectively
