ISGM providing subcontractor services for Foxtel Frequently Asked Questions This document has been prepared to help subcontractors better understand the benefits of providing Foxtel services for ISGM. Questions are grouped together to help subcontractors easily find what they are looking for. Please click on a question to be hyperlinked to the answer. Please note: ISGM is still finalising details on some questions with Foxtel. We will continue to update this document as more details are confirmed. Introduction... 3 Q. Who is ISGM?... 3 Q. What is ISGMs agreement with Foxtel?... 3 Transition... 3 Q. Why is Foxtel changing service providers?... 3 Q. What is the transition timeframe?... 4 Q. What areas will ISGM be managing?... 4 Q. Will the rate card change?... 5 Q. Where will the Command Centre be located?... 5 Q. Can subcontractors chose which provider it provides services to?... 5 Q. Who do subcontractors provide services to if they are located on the boundary of the two providers?... 5 Q. What are the timeframes for disputes and complaints with the current provider?... 6 Q. Will subcontractors continue to receive work in the same locations?... 6 Q. When do subcontractors need to sign up with ISGM?... 6 Benefits for subcontractors... 6 Q. Why should my company subcontract to ISGM?... 6 Q. What incentives do ISGM offer subcontractors?... 7 Q. Will I lose my Foxtel subscription if I transition to ISGM?... 7 Q. How can subcontractors provide broader services to ISGM?... 7 Q. My subcontracting company currently provides services to ISGM, how do I find out whether the services provided could include Foxtel work?... 7 Onboarding... 7 Q. Do I need to sign a contract?... 7 Q. What are the onboarding requirements?... 7 Q. What skills and accreditation will be required by my company s technicians?... 8 Q. What device will my company s technicians require to receive work?... 8 Q. What equipment (PPE and testing) do my company s technicians require?... 8 Rates and invoices... 9 Q. What rates are available for subcontractors?... 9 Q. When and how are invoices processed?... 9 Q. Why are rates different across different states?... 9 Friday, 15 July 2016 Page 1 of 12
Q. Are there any KPIs?... 9 Q. Do rates include GST?... 9 Availability... 9 Q. How and when will jobs be allocated?... 9 Q. What time do subcontractor s technicians start and finish?... 9 Q. Will subcontractor s technicians be required to work Sundays?... 9 Q. Can subcontractors nominate how many jobs their technician s will want a day?... 10 Training... 10 Q. What systems do ISGM/Foxtel use?... 10 Q. Will training be provide?... 10 Material... 10 Q. How will material be issued?... 10 Q. What is ISGMs warranty policy?... 10 Q. What do I do with current stock?... 10 Q. What materials are not to be supplied to subcontractors?... 10 Support... 11 Q. What support will my Company receive from ISGM?... 11 Uniforms and vehicles... 11 Q. Do technicians have to wear a uniform?... 11 Q. Are there any vehicle requirements for subcontractors?... 11 Q. What if technicians do jobs for other providers as well?... 11 Insurances... 11 Q. What insurances do I require?... 11 Q. Why do subcontractors need to list ISGM on their public liability insurance?... 11 Signing on... 12 Q. How do subcontractors register with ISGM?... 12 Q. What s the catch?... 12 More information... 12 Q. Who can I talk to for more information?... 12 Friday, 15 July 2016 Page 2 of 12
Introduction Q. Who is ISGM? A. ISGM is a leading Australian services company providing advisory and contractor management services through its strategy, systems and operations capabilities with annual turnover in excess of $500 million and a workforce of over 4,500 people. ISGM was founded in 2010 with the objective of establishing a better, more productive service delivery model for companies to engage their own or an outsourced workforce to deliver last mile services. ISGM provides services to clients including Telstra, nbn, Foxtel and Active Stream. Q. What is ISGMs agreement with Foxtel? A. ISGM first formed a partnership with Foxtel in January 2015 to provide field technical resources to deliver Foxtel s satellite subscription TV service to customers in regional locations across Australia. Improving service to customers in regional Australia is a key part of Foxtel s growth strategy and the partnership with ISGM provides Foxtel with additional technician resources in regional areas outside of towns such as Wagga Wagga, Toowoomba, Shepparton, Launceston and Port Lincoln. This partnership has expanded in June 2016. Under a letter of intent to vary our agreement, ISGM will be responsible for the management of subcontractor customer installations and maintenance of satellite and cable TV, commercial and MDU work, and broadband services. Foxtel and ISGM intend the expanded agreement will run for three years, with a possible three year extension option. Transition Q. Why is Foxtel changing service providers? A. As part of Foxtel s Command Centre projects operating model stream, Foxtel has reviewed the way it works with its Service Providers. After discussion with all three existing Service Providers, Foxtel has made the decision to transition to two primary Service Providers (ISGM being one of these Service Providers) to manage Foxtel installations. Foxtel has made this decision because is it committed to providing the best, most consistent in-home experience for its customers, with a real focus on innovation, and believes this can be provided by working primarily with two Service Providers. Working primarily with two Service Providers streamlines processes and allows Foxtel to work more closely with its Service Providers to provide a consistent customer experience. Friday, 15 July 2016 Page 3 of 12
Q. What is the transition timeframe? A. The transition will happened gradually, State by State, from September 2016 with all transitions complete by December 2016. Phase Location Dates Phase 1 South Australia and Tasmania September 2016 Phase 2 Northern Territory October 2016 Phase 3 Victoria October 2016 Phase 4 Queensland October/November 2016 Phase 5 New South Wales November 2016 Q. What areas will ISGM be managing? A. ISGM has been allocated specific States according to existing presence and capability. ISGM will be managing subcontractors in the following metro and regional areas, highlighted in blue. Metro areas Area Adelaide Brisbane Gold Coast Melbourne Newcastle State SA QLD QLD VIC NSW Friday, 15 July 2016 Page 4 of 12
Regional areas Area Ballarat Bendigo Darwin Gippsland Gold Coast Hobart Launceston Maitland NSW North Coast Port Macquarie Shepparton South Australia Tamworth Victoria North West Regional State VIC VIC NT VIC QLD TAS TAS NSW NSW NSW VIC SA NSW VIC Q. Will the rate card change? A. ISGM is committed to paying a competitive and consistent schedule of rates for all ISGM subcontractors based on services provided and the activities undertaken. ISGM and Foxtel are still working through Schedule of rates. We will share rates with subcontractors who express an interest via our portal in the coming weeks. Q. Where will the Command Centre be located? A. The Command Centre the team handling calls from Technicians and co-located with our Service Providers support teams will be located at Foxtel s Moonee Ponds office. This location was chosen based on Foxtel s building capacity and the location of Foxtel s Customer Installations Leadership Team. Q. Can subcontractors chose which provider it provides services to? A. Due to the allocation of regions, subcontractors will not be able to choose which provider they provide services to. Q. Who do subcontractors provide services to if they are located on the boundary of the two providers? A. If subcontractors are in an area that is close to the border of the two providers, they will need to speak to our team for more information. Friday, 15 July 2016 Page 5 of 12
Q. What are the timeframes for disputes and complaints with the current provider? A. Your Company s current service provider will provide details on the transition timeframes and deadlines for completing and closing out current orders. Please contact your Company s service provider for more information. Q. Will subcontractors continue to receive work in the same locations? A. We will work closely with subcontractors to identify current work locations, and try and match them as best as possible. Q. When do subcontractors need to sign up with ISGM? A. The transition of service providers will take place over five phases. It s important that subcontractors contact ISGM as soon as possible to commence onboarding in preparation for the go live date in each region. Equally important is your Company s continued performance and service to customers during any transition between service providers. Subcontractors will continue to receive work from their current service provider as no jobs will be issued from ISGM until the go-live date for each region. To sign up with ISGM, please visit www.isgm.com.au or call 1300 474 364. Benefits for subcontractors Q. Why should my company subcontract to ISGM? A. ISGMs directors and management have a long history working in the telecommunication sector. We understand the challenges that subcontractors have faced over the past few years and we are committed to working to build a solid relationship that benefits all. We believe that a solid and successful relationship with ISGM subcontractors will lead to satisfied customers. That is why we do everything we can to attract, develop and keep the very best subcontractors. ISGM subcontractors will have: Fair and reasonable allocation of work ISGM subcontractors are allocated jobs based on location, skills and availability. Competitive rates based on our market research with current subcontractors, ISGM will offer competitive rates across the board. Rates are also reviewed annually. Reduced payment terms ISGM will reduce the payment terms to 14 days from date of invoice. Safe work practices At ISGM safety is our priority. We don t cut corners on safety because we want everyone to arrive home safely every day. Reduced inefficiencies ISGM take a partnering approach. We will work with Foxtel and subcontractors to iron out inefficiencies, duplications or issues that get in the way of getting jobs done productively. User friendly systems fair and reasonable allocation of work via simple to use systems. Friday, 15 July 2016 Page 6 of 12
Teamwork ISGM subcontractors are a part of a team all focussed on achieving the same goals. You will have a dedicated Team Manager who will support and guide you through this transition, onboarding and while working in the field. Materials a large number of material items, including serial cards, dish, mounts, etc will be available as Free Issue and ordered and collected from Rexel stores. Opportunities there may be potential for subcontractors to provide services for other clients of the ISGM business. Q. What incentives do ISGM offer subcontractors? A. An incentive structure has been developed by ISGM to reward ISGM subcontractors that deliver and exceed on customer service metrics. We believe that rewarding our subcontractors for superior customer service, quality work and productivity will mean higher customer satisfaction levels. More details on this program will be provided once subcontractors start performing services for ISGM. Q. Will I lose my Foxtel subscription if I transition to ISGM? A. We are working with Foxtel and will provide information once it is confirmed. Q. How can subcontractors provide broader services to ISGM? A. Where possible, ISGM work with subcontractors broaden its Techs skill sets (and the breadth of services provided by subcontracting companies). Once subcontractors have signed on with ISGM, speak with your Team Manager about additional opportunities and training that may be available for your company s Techs. Q. My subcontracting company currently provides services to ISGM, how do I find out whether the services provided could include Foxtel work? A. An overview of the skills and accreditations for Foxtel work are listed further in this document. If you are interested in finding out if your company can provide Foxtel services, please email foxtel.isgm@isgm.com.au and we will be in contact with you. Onboarding Q. Do I need to sign a contract? A. Subcontractors interested in joining ISGM will be required to sign a contract. We will provide details of the contract at our roadshows in each region. Contracts will be managed through Docu-sign and we will provide instructions on how to complete these contracts close to sign on stage. Q. What are the onboarding requirements? A. To onboard with ISGM, subcontractors must provide the following information. Full details of these requirements will be provided, however, it includes: Friday, 15 July 2016 Page 7 of 12
Subcontractor Details - Company Name/Structure, Name of Director/s, Emergency Contact, Bank Account Details. ACN Details/Evidence ABN Number/Evidence of GST Trust Link Documentation Annual Compliance Declaration Right to Work (All Directors) National Police Check (All Directors) Police Check Consent Form Passport Photo (All Directors) Signed Subcontractor Agreement RCTI Agreement Authority to Leave Instruction Uniform Request Form Subcontractor ID Card Terms & Conditions Agreement Q. What skills and accreditation will be required by my company s technicians? A. Subcontractors wishing to join ISGM to work on the Foxtel contract will require the following training and accreditation: ACMA cabling registration - where appropriate Work safely in construction industry (White Card) Drivers licence Course in Asbestos Awareness Working safely near live electrical apparatus as a non-electrical worker Work safely at heights (satellite only) First aid training and basic emergency life support, including CPR Q. What device will my company s technicians require to receive work? A. Tickets of work will be allocated through Foxtel s system OFSC. Your company s technicians will need a device with internet access to receive work. This can be a smart phone or tablet. The system is available on both Apple and Android systems. Q. What equipment (PPE and testing) do my company s technicians require? A. ISGM is currently finalising the equipment requirements. We will provide a list of requirements at our roadshows. Friday, 15 July 2016 Page 8 of 12
Rates and invoices Q. What rates are available for subcontractors? A. ISGM is committed to paying a competitive and consistent schedule of rates for all ISGM subcontractors based on services provided and the activities undertaken. ISGM and Foxtel are still working through Schedule of rates. We will share rates with subcontractors who express an interest via our portal in the coming weeks. Q. When and how are invoices processed? A. ISGM will offer payment terms of up to fourteen days from date of invoice. Payments to subcontractors will be made via electronic funds transfer (EFT) into nominated bank accounts after approved invoices have been processed. Q. Why are rates different across different states? A. Rates have been calculated based on state conditions, costs of labour, CPI, travel distance between tickets of work and volume within points of presence. Q. Are there any KPIs? A. Yes. Further detail on KPIs will be provided at our roadshows in each region. Q. Do rates include GST? A. No, all rates are exclusive of GST. Availability Q. How and when will jobs be allocated? A. Our Command Centre will allocate jobs to technicians based on your company s designated area. Technicians will receive jobs through the OFSC system the day prior to the appointment. We expect that jobs will be available in your technician s queue between 5pm-6pm prior to the day of appointment. Our Command Centre will be available between 7am-7pm to assist with any problems or changes to appointments. Q. What time do subcontractor s technicians start and finish? A. There are no start and finish times, however, ISGM subcontractor s technician s availability needs to align with customer demand between the hours of 7am and 7pm, Monday to Saturday. Q. Will subcontractor s technicians be required to work Sundays? A. No. Subcontractor s technicians will only need to be available from Monday to Saturday. Friday, 15 July 2016 Page 9 of 12
Q. Can subcontractors nominate how many jobs their technician s will want a day? A. Working with the ISGM Team Manager, ISGM subcontractors can nominate how many jobs they consider their technicians are capable of achieving per day. This will be based on availability, productivity and customer demand. Training Q. What systems do ISGM/Foxtel use? A. All jobs will be dispatched through Foxtel s OFSC system. Technicians will need to be able to access the OFSC on their device while they are in the field. Subcontractors will also use Rexel to order materials. Once you have registered your company s interest in joining ISGM as a subcontractor, your company will be given a Rexel account to begin ordering materials, two weeks prior to your company s regions go live date. ISGM also use Contractor Portal. Your company will be provided with login details at onboarding. Contractor Portal contains all your company s RCTI and payment information, along with details about incentives and key documentation. Q. Will training be provide? A. ISGM and Foxtel will provide all subcontractors (and their technicians) with training on how to use these systems to ensure smooth transition. More details regarding training will be provided after the sign on process. Material Q. How will material be issued? A. ISGM and Foxtel are still finalising details on the material process. We will provide more information at the regional roadshows. Q. What is ISGMs warranty policy? A. ISGM and Foxtel are still finalising details on our warranty policy. We will provide more information at the regional roadshows. Q. What do I do with current stock? A. We are working through details on inventory management. We will provide more information at the regional roadshows. Q. What materials are not to be supplied to subcontractors? A. Consumable items that are not specific to the Foxtel network sunscreen, batteries, hand wash etc. - are not supplied to ISGM subcontractors. Other small consumables such as small consumable Friday, 15 July 2016 Page 10 of 12
such as screws, cable, connectors and conduit will also not be supplied. ISGM subcontractors are also required to provide the tools necessary to complete the work. Support Q. What support will my Company receive from ISGM? A. ISGM will support your Company via a Team Manager. Uniforms and vehicles Q. Do technicians have to wear a uniform? A. Subcontractors technicians will be expected to wear a Foxtel and ISGM co-branded uniform a polo shirt and trousers, with safety boots, safety vest and a jacket. Details about the uniform, sizing, ordering and costs will be provided at the roadshows in each region. Q. Are there any vehicle requirements for subcontractors? A. ISGM subcontractor vehicles must be in line with industry standards, commercial and road worthy vehicles. They must be capable of transporting materials, test equipment and tools safely. Q. What if technicians do jobs for other providers as well? A. Technicians will have to remove any co-branded uniforms and will be unable to use any ISGM/Foxtel issued materials. Insurances Q. What insurances do I require? A. Subcontractors require the following insurances to onboard with ISGM: Public Liability Insurance Work Cover / Workers Comp - For States where WorkCover Industry Classification number (WIC) is displayed on the Certificate of Currency - the company has taken out the policy with an industry relevant WIC & worker numbers (where displayed) are accurate Workplace Personal Injury Insurance- from WorkCover (Working Directors, i.e. in field) Accident or Illness (i.e. Sickness & Accident) / Income Protection (Working Directors, i.e. in field) Motor Vehicle Insurance(Working Directors & ALL workers) General Property, General Business or equivalent insurance * insurance is to cover Stock stored on premises, Tools of trade, Stock stored in vehicles (Stock in Transit) Q. Why do subcontractors need to list ISGM on their public liability insurance? A. ISG Management Pty Ltd requires to be noted as an interested party on the policy (not as an insured party). There is no cost to the ISGM subcontractor for having ISG Management Pty Ltd noted. Friday, 15 July 2016 Page 11 of 12
Signing on Q. How do subcontractors register with ISGM? A. It s simple. Visit the ISGM Subcontractor portal of our website and click Register your interest here. Once a subcontractor submits details they will receive an email confirming we have their details on file. Shortly after, a member of our team will contact them. Q. What s the catch? A. We know this all sounds great, but in return there are some key expectations and accountabilities that ISGM subcontractors need to deliver. ISGM subcontractors need to ensure their technicians: are safe in all working environments we want everyone to get home safely every day provide a superior level of customer service be pleasant and respectful look the part be professional, neat and tidy be flexible availability needs to align with customer demand be punctual attend customer homes on time get the job done right the first time reduce rework and errors More information Q. Who can I talk to for more information? A. We have created a number of avenues for subcontractors to find information or to ask questions regarding the transition to ISGM. They are: visit the ISGM website www.isgm.com.au call our toll free hotline 1300 474 364 Friday, 15 July 2016 Page 12 of 12