FACILITIES AND SERVICES SERVICE LEVEL AGREEMENT - ONGOING SERVICES. Research School of Social Sciences TABLE OF CONTENTS

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1 FACILITIES AND SERVICES SERVICE LEVEL AGREEMENT - ONGOING SERVICES Research School of Social Sciences TABLE OF CONTENTS Section 1 Purpose of the Agreement...1 Section 2 Parties Covered by the Agreement...1 Section 3 Scope of Services Covered by the Agreement...1 Section 4 Services Excluded from this Agreement...2 Section 5 Buildings Covered by this Agreement...2 Section 6 Service Levels...3 Section 7 Responsibilities of the Service Provider/Client Areas...3 Section 8 Management of the Agreement...3 Section 9 Building Condition...3 Section 10 Consequential Damage...3 Section 11 Changes to the Agreement...4 Section 12 Management of Contractors...4 Section 13 Client Assistance...4 Section 14 Process for Grievances...5 Section 15 Quality Assurance...5 Section 16 Work Funded by Client...6 Section 17 Delegations in Client Areas...6 Section 18 Funding and Consultation Process...6 Section 19 Protocols...7 Section 20 Engagement of Contractors by Client...7 Section 21 Client Involvement in Site Committees...7 Section 22 Space Management...8 Section 23 Management Structure - Facilities and Services...8 List of Annexures...9 GSLA-generic.doc i

2 FACILITIES AND SERVICES SERVICE LEVEL AGREEMENT - ONGOING SERVICES Research School of Social Sciences Section 1 Purpose of the Agreement 1.1 The intention of the Service Level Agreement (SLA) is to detail the service arrangements between the parties covered by the Agreement. The process of developing the SLA will be used to establish a common understanding of these service arrangements. 1.2 The services provided by the Facilities and Services Division in respect of discrete major building projects will be detailed in separate project specific SLA s. Section 2 Parties Covered by the Agreement 2.1 The parties covered by this agreement are: Service Provider Facilities and Services (F&S) Client Research School of Social Sciences (RSSS) 2.2 The Business Manager s Office (BM) will represent the interests of all areas that comprise RSSS. The BM is responsible for ensuring that the management of these areas is informed about and agrees to the conditions of this Agreement. The BM will appoint an officer to represent RSSS. This officer will be known as the Client Representative (CR) for the purposes of this agreement. 2.3 This agreement is based on the recognition that the H.C. Coombs Building is a shared facility occupied by the Research School of Social Sciences and the Research School of Pacific and Asian Studies. It is therefore necessary that any changes to the building structure and its aesthetics is agreed to by both Schools. Further any changes to the internal fabric of the building that relates to shared facilities will have the agreement of both Schools. Section 3 Scope of Services Covered by the Agreement 3.1 The F&S Division is responsible for the development and maintenance of the University s site and buildings and use of space on campus. 3.2 The scope of the agreement covers the following services provided by the F&S Division: i) Building and Building Services Maintenance ii) Building Environmental Control iii) Capital Project Management iv) Cleaning GSLA-generic.doc 1

3 v) Drawing Office Services vi) Drinking Water Fountains vii) Electronic Security Access and Maintenance viii) Energy Management ix) Engineering Design x) Fire Safety Systems xi) Fire Safety Training xii) Fountains xiii) Gates & Fences xiv) Landscape Design xv) Landscape Maintenance xvi) Lift Maintenance xvii) Mechanical and Electrical Services xviii) Parking Services xix) Personal and Area Security xx) Recreational Areas xxi) Refurbishment and Infrastructure xxii) Space Management xxiii) Street Lighting xxiv) Telephone Services xxv) Waste Management xxvi) Water Management Section 4 Services Excluded from this Agreement 4.1 This agreement does not cover the maintenance of the following: Scientific or teaching equipment Information Technology Cabling (beyond base/primary installation) For the most part, this scientific and teaching equipment can be clearly identified and respective responsibilities are detailed in Annex K to this Agreement. However, as part of the establishment of this Agreement, the parties will identify any areas where the maintenance responsibility is not clear and an appropriate maintenance agreement will be negotiated between RSSS and F&S within six months of signing the Agreement. These arrangements will be appended to Annex K to this Agreement. RSSS will consult F&S about the purchase of major equipment, where this equipment is likely to have implications for the aesthetics of the building, its structure and the building s management systems, such as electricity supply and heating/cooling. 4.2 This agreement does not cover the services provided by F&S in respect of discrete major building projects. These services will be detailed in Project Specific Service Level Agreements. Section 5 Buildings Covered by this Agreement 5.1 A list detailing the buildings covered by this agreement is attached as Annex A. GSLA-generic.doc 2

4 Section 6 Service Levels 6.1 The service levels for each of the services covered by this agreement are specified in Annex B. Where appropriate, these service levels will be provided in accordance with the relevant University policies and Australian standards. 6.2 The service levels apply to all areas of RSSS unless otherwise stated. 6.3 This SLA does not nominate response times as part of the service levels detailed in Annex B. However, F&S are currently establishing key performance indicators in order to measure and improve service levels. As part of this process, the division will identify response times in consultation with the area and agrees to include these in future versions of this SLA. Section 7 Responsibilities of the Service Provider/Client Areas 7.1 The responsibilities of the parties covered by this agreement in respect of the provision of services are detailed in Annex B. Section 8 Management of the Agreement 8.1 This Service Level Agreement has been jointly developed by F&S and the Business Manager s Office, RSSS. Facilities and Services take responsibility for the management of the Agreement. F&S has appointed a Client Liaison Officer (CLO) to oversee this agreement. The CLO s responsibilities will include investigating consistent failures to meet agreed service levels and conducting a joint annual review of the terms of the agreement to ensure that it continues to meet the needs of RSSS. 8.2 The Client Liaison Officer for RSSS is Warwick Williams (Ext 2019). In the absence of Warwick Williams, an acting CLO will be appointed by the Director, F&S. The CR will be advised of these arrangements and is responsible for ensuring that the information is distributed to all relevant staff within RSSS. Section 9 Building Condition 9.1 The parties agree to complete an assessment of the building(s) conditions within six months of the establishment of this Agreement. The purpose of this assessment will be to identify any major maintenance problems. The parties will negotiate a program of works to address these problems and a report detailing these arrangements will be attached to this Agreement. Section 10 Consequential Damage 10.1 Where the building or building services covered under this agreement are damaged as a consequence of an event, such as floods or other natural disasters, and where the cost of rectifying this damage is not covered by insurance (noting that there is a $25,000 excess), the parties agree to negotiate a mutually acceptable arrangement to cover these costs. The normal expectation will be that the cost will be met by F&S. However, in GSLA-generic.doc 3

5 circumstances where RSSS have failed to follow clearly articulated advice provided in writing from F&S staff which would have prevented the damage occurring, RSSS may be required to cover part, or all, of the costs if liability is clearly caused by RSSS's omission or commission. Section 11 Changes to the Agreement 11.1 Any changes to the service levels specified in this agreement will be subject to agreement by both parties. The exception to this will be changes resulting from issues beyond the control of either party, such as reductions in external funding. In these circumstances, the changes will still be recorded by both parties In the event that a variation is requested, the CLO and CR will coordinate meetings between the relevant management staff from both F&S and RSSS. Once agreement has been reached, the CLO will ensure that an addendum to the agreement is produced and passed to the Client Representative, who will ensure that it is circulated to all relevant staff within RSSS. Section 12 Management of Contractors 12.1 Where contractors are employed by F&S to provide some of the services outlined in this agreement, the contracts will be let in accordance with the ANU Tendering Procedures. The contracts will be managed in accordance with the standards laid down in AS4000 and the specifications detailed in the contract document. F&S accepts responsibility for the performance of the contractors it employs and additionally, undertakes to ensure that new contractors are given appropriate induction training to familiarise them with the protocols applicable to working within RSSS. Section 13 Client Assistance 13.1 The CLO will action any ongoing problems associated with the services provided by F&S. In addition to the CLO, F&S has established the following client assistance services to assist staff of RSSS in pursuing day to day issues involving their areas and F&S: Requests for building maintenance, site services, grounds maintenance, emergency assistance and general queries - A Client Assistance Service is available on Ext 4000 on a 24 hour basis. This number should also be used to lodge requests for building and grounds maintenance. A copy of the Zone Maintenance Booklet is attached as Annex C. This booklet provides the telephone contact numbers for the Zone Leader and the details of the trade staff employed in the zones covering RSSS areas. Telephone, Telefacsimile, Voice Mail Services and Requests for Minor Works - A Telephone Help Desk is available through Ext Facsimile requests should be forwarded to Ext An online work request form is available at website: GSLA-generic.doc 4

6 Security services (including escorts) and access control - The Security Assistance service is staffed 24 hours a day and is available on Ext Lost and Found Property - The Lost and Found Office can be contacted on Ext Parking Information - information on parking (including parking permits) can be obtained through the Parking Administration Office on Ext Cleaning, Waste and Recycling Services Information on cleaning, waste and recycling contracts is available by contacting the ANU Contract Coordinator on Ext However, staff should contact the RSSS Business Manager's Office on Ext 3013, in the first instance. Occupant requests to alter Building Environmental Conditions - Requests may be made through the Building Maintenance Systems Unit Help Desk on Ext 4000 or Ext 4711 (BMS Unit Supervisor). However, staff should contact the RSSS Business Manager on Ext 3013 in the first instance. Information on all services provided by F&S is also available through the Facilities and Services Homepage at: Section 14 Process for Grievances 14.1 Any complaint regarding failure to meet the service levels specified in this agreement should, in the first instance, be lodged with the manager of the F&S Section involved through the client representative. Where clients feel that there has been an unsatisfactory response to their complaints they should contact the CLO who will investigate the issue and provide a response within an agreed timeframe. In the event that an equitable resolution cannot be negotiated, the parties agree to appoint a mutually acceptable independent arbiter and abide by his/her decision In cases where there has been a significant breach of the conditions laid down in this Agreement, the complaint should be referred directly to the CLO, who will investigate and respond within an agreed timeframe F&S s policy for administering client grievances is attached as Annex D. Section 15 Quality Assurance 15.1 Facilities and Services will apply the following quality assurance system. Where failures to meet agreed services levels are identified either through staff reports or client complaints, a report will be raised either by the F&S GSLA-generic.doc 5

7 staff member identifying the process failure or the CLO. The report will be processed in accordance with the policy laid down in F&S s Management Policy Manual Where a written complaint is received from a client the receipt of correspondence will be recorded and the client will receive a written response detailing the action taken by Division in respect of the complaint. The Client Representative to be kept informed at all times. Section 16 Work Funded by Client 16.1 While the primary role of the University Maintenance Section of F&S is to maintain the services and fabric of University buildings it is also available to carry out other works including adjustments, alterations and/or modifications to fixtures and fittings and other works of a minor nature to be funded by others If required, such work will be carried out on behalf of RSSS on a do and charge basis at the Standard Labour Rate and the costs will be recovered through the University Job Cost system A fixed price quotation will be provided in writing for any work that can reasonably be expected to cost in excess of $1000. Acceptance of quotations must be in writing, approved by an authorised officer, and include a valid account code against which the costs are to be charged. The written acceptance of the quotation will serve as a journal entry support for the transfer of funds to cover the cost of the work An indicative estimate will be provided by the Zone Leader for work likely to cost less than $1000. Such work will be charged to a Standing Order (requisition) which will be raised to cover minor recurring works throughout the year. Each job request will be identified by a unique Work Order Number Costing details by Work Order will be extracted from the Division s Facilities Management System (FMS) and provided on request. Section 17 Delegations in Client Areas 17.1 The agreed delegations to be provided by RSSS for approval of work within each area covered by this agreement are detailed at Annex F. The CR will notify the CLO where these delegations change. Section 18 Funding and Consultation Process 18.1 Under the terms of this agreement, F&S agrees to provide advice on, and include RSSS in the development of, the following programs: Backlog Maintenance Program Preventive maintenance program Maintenance expenditure on facilities Refurbishment Program GSLA-generic.doc 6

8 18.2 Unless stipulated otherwise, all funding for the above will be provided through the University-wide budgets allocated to and administered by F&S. Where RSSS have independent funds to carry out minor projects, the priorities as determined by RSSS in consultation with the Business Manager's Office will be set by the CR. Projects will be coordinated by F&S F&S will also consult with the BM to identify their long term space and operational needs, as part of the process of developing the Capital Management Plan (CMP). The CMP is a 10 year rolling plan, which is revised annually. RSSS will be asked to provide input in the first half of each year. The revised plan will then be referred to Finance Committee in November for comment and to Council in December for approval. Section 19 Protocols 19.1 When working in a RSSS area, F&S staff or contractors will wear appropriate identification. They will also report to the Deputy Business Manager's office or other designated staff before commencing and on completion of work. Where requested, the completed work to be inspected by an appropriately qualified representative of F&S and a representative from the RSSS Business Manager's Office. Section 20 Engagement of Contractors by Client 20.1 Facilities and Services has a responsibility to the corporate ANU to ensure that all construction and maintenance is carried out in accordance with the relevant codes and standards. It is therefore essential that work completed by contractors meets an agreed standard To ensure that this occurs, under the terms of this agreement, RSSS will not engage contractors to provide services in areas covered by this agreement without prior approval of Director, F&S or his delegate (refer Vice Chancellor s Policy letter attached as Annex H). Where approval is given and a contractor is engaged by RSSS to work on the fabric or services of the building, the completed work will be inspected by an appropriately qualified representative of F&S and a representative from the RSSS Business Manager. As built drawings, a copy of NOEW forms, and authority approvals will be submitted by RSSS to the Director, F&S. Section 21 Client Involvement in Site Committees 21.1 The Campus Advisory Sub-Committee is a sub committee of the Buildings and Grounds Committee. Its general terms of reference are to advise the Buildings and Grounds Committee on the effective use of the campus and on the facilities provided. The matters on which the Committee could be expected to advise include matters of siting, design and landscape planning, pathways, lighting, security, conflict between pedestrians, motor vehicles and bicycles, access for the disabled, implementation of parking policy, control of vandalism and graffiti and levels of maintenance. The membership of this Committee includes representatives from the nine University precincts. GSLA-generic.doc 7

9 21.2 A number of committees have been established to assist in the management of the University buildings and site. These include the following Precinct Committees: Acton Precinct Research Science Precinct Residences Precinct North Precinct Manning Clark Precinct Arts, Economics and Mathematics Precinct Institute of the Arts Precinct Central Precinct East Precinct These Precinct committees have memberships that comprise representatives of each area located within the precinct. Facilities and Services consults with these groups in respect of any activity under the Division's control that will affect the precinct Under this agreement, RSSS agrees to nominate staff to participate in the following committees: Campus Advisory Sub-Committee Acton Precinct Committee Central Precinct Committee Section 22 Space Management 22.1 The responsibilities of F&S and RSSS in respect of space management are detailed in Annex B The respective managements of F&S and the BM also agree to work together to develop a process and schedule for conducting audits of space RSSS will appoint a Space Officer to liaise with F&S. Section 23 Management Structure - Facilities and Services 23.1 Facilities and Services internal management and committee structure is detailed in F&S s Management Policy Manual. The relevant section of that Manual is attached as Annex I. Director, Facilities and Services Director Research School of Social Sciences Date GSLA-generic.doc 8

10 List of Annexures Annex A Annex B Annex C Annex D Annex E Annex F Annex G Annex H Annex I Annex J Annex K Areas covered by the Agreement Service Levels Zone Maintenance Booklet Facilities and Services Policy - Administering Client Grievances Deleted Delegations for approval of work - (RSSS) Contact Officers - Facilities and Services Policy - Vice Chancellor s Letter on employment of contractors Internal management and committee structure - Facilities and Services List of period and cooperate contracts Exclusions - Scientific and Teaching Equipment GSLA-generic.doc 9