HOW TO GUIDE by niusheng11

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									                                                         Contents


Introduction and Key Contacts .......................................................................................... 2

Managing Orders
How do I order a vehicle for a New Starter? ....................................................................... 2
How do I order a replacement vehicle? ................................................................................. 4
How do I get a delivery date update on an order that I’ve placed? .......................... 5
How do I order a new or replacement Fuel Card? ............................................................ 5

Managing existing vehicles
How do I manage changes in Driver details ........................................................................ 5
How do I manage a spare vehicle? ......................................................................................... 5
How do I reallocate a vehicle between drivers? ................................................................ 6
How do I change the contract on a current vehicle? ....................................................... 6
How do I terminate a vehicle contract early? ..................................................................... 6
How do I arrange for a vehicle to be collected? ................................................................ 7

Managing Servicing, Repairs and Breakdowns
How do I book a service, repair or MOT? ............................................................................. 7
How do I replace tyres on my vehicle? ................................................................................. 7
How do I get my windscreen repaired? ................................................................................. 8
How do I manage a breakdown? ............................................................................................. 8

Managing Fines and Charges
How do I register for the London Congestion Charge? ................................................... 8
How do I pay a Parking Fine? .................................................................................................... 8
How do I pay a Speeding Fine? ................................................................................................ 9

Managing Accidents and Repairs
How do I report an Accident? .................................................................................................... 9

Managing Daily Rental and Replacement Vehicles
How do I book a Daily Rental vehicle? .................................................................................. 9




                                                                                                              September, 2011
Introduction and Key Contacts

Fleet Management within Norland is outsourced to HVF. HVF operate a dedicated
Norland Fleet Support Team, providing all of the services that historically have
been provided by the in-house team.

This document details the processes for managing fleet.

A key element of HVF’s support is the provision of a single number for all fleet
enquiries, which offers a number of options as outlined below.

           HVF Fleet Support Line - 08456 202 300
Option Connects to           For
1      HVF                    Accident Management for all drivers
                              Daily Rental Booking for all drivers
                              HVF driver maintenance and servicing support

2         Current suppliers  Option 1 – Lex driver maintenance and
                              servicing support
                             Option 2 – Inchcape driver maintenance and
                              servicing support
                             Option 3 – Alphabet driver maintenance and
                              servicing support
                             Option 4 – Meridian Hire driver maintenance
                              and servicing support

3         HVF                 Fleet Support Team for general queries and
                               assistance


If you are not aware of the current provider of your vehicle please call the HVF
Fleet Support team who will be able to advise you.

In addition to the number above the team can be contacted at:

                Norland@hvfvehiclefinance.co.uk
Your day to day support team consists of Hayley Adams (Account Executive) and
Ryan Aisladie (Sales Executive). Ryan primarily deals with the quotation to order
process and Hayley, order to delivery. Both support in-life queries. Gary Tesh is
your Account Manager with overall responsibility for Norland.



                                                                     September, 2011
Changes to fleet processes

A number of existing processes have been changed to support the management
of the fleet in the most cost effective way, to enable more robust data
management and to provide this information to the relevant operational areas of
the business to enable more informed decision making.

In general terms these new processes require

     a more structured way of passing information relating to driver / vehicle
      changes through a number of new forms. This ensures gives best practice
      data management and ensures the correct billing of vehicles through to
      the right cost centres
     Norland Purchase Orders being raised prior to work on vehicles being
      authorised (in a non emergency situation). This ensures Norland have
      visbility and preauthorisation of any unexpected cost
     Drivers knowing their cost centre details – a current list is attached at the
      end of this document

These processes are reflected in detail below. If you have any questions please
contact HVF directly.

Note: Norland Managed Services has chosen Vauxhall as the preferred
manufacturer following a comparison of whole life cost of other manufacturers.
Therefore Vauxhall will be the sole supplier for all future orders based on
preferential terms that have been negotiated.

How do I order a vehicle for a New Starter?

New starter vehicles quotations can be requested using the car/van Vehicle Order
Form available on MyNorland. This form should be completed in full and signed
by the Contract/Line Manager.

When it has been agreed to place a new order, the HVF order form (which is
normally provided along with all quotations) needs to be signed by the requesting
Contract/Line Manager, the Business Unit Finance Manager, and approved by the
Area General Manager or Business Unit Director. Forms can then be e-mailed to
HVF at Norland@hvfvehiclefinance.co.uk. with ‘New Quote or new order’ in the
subject.

Before placing any new orders, you should first check the ‘unallocated’ vehicle list
and those indicated on the fleet list (available on the Q drive), where spare
vehicles are located at other Business Units. Refer to the HVF fleet team if a
vehicle movement is identified.



                                                                     September, 2011
Any requirements outside of the standard vehicle specification (such as non
Vauxhall models or non-standard colour) should be noted in the ‘Comments’
section, signed-off by the Business Unit Director and the Divisional Finance
Director.

Ryan will then contact you to discuss allocation of a temporary vehicle as
required. This may be a spare vehicle or if no vehicle is available a daily rental
vehicle.

Confirmation of receipt and placing of the order will be sent via e-mail.

Ryan can be contacted on 08456 202 300 to discuss vehicle selection or the
order process.

How do I order a replacement for an existing lease vehicle?

Contract Managers will be contacted up to four months prior to the expiry date of
the current vehicle for a discussion on requirements.

NB: Each Business Unit should also be pro-active in the replacement process in
order to avoid unnecessary costs when allowing vehicles to go beyond their
contract end date with the current lease provider.

Please contact your Account Manager for advise on the options available and best
course of action.

Replacement vehicles quotations can be requested using the car/van Vehicle
Order Form available on MyNorland. This form should be completed in full and
signed by the Contract/Line Manager.

When it has been agreed to place a new order, the HVF order form (which is
normally provided along with all quotations) needs to be signed by the
Contact/Line Manager, Business Unit Finance Manager and approved by the Area
General Manager or the Business Unit Director. Forms can then be e-mailed to
HVF at Norland@hvfvehiclefinance.co.uk with ‘New Quote or new order’ in the
subject.

Before placing any new orders, you should first check the ‘Unallocated’ vehicle list
and those indicated on the Fleet list (available on the Q drive), where spare
vehicles are located at other Business Units. Refer to the HVF fleet team if a
vehicle movement is identified.

Any requirements outside of the standard vehicle specification (such as non
Vauxhall models or non-standard colour) should be noted in the ‘Comments’
section, signed by the Business Unit Director and the Divisional Finance Director.


                                                                      September, 2011
Ryan can be contacted on 08456 202 300 to discuss vehicle selection or the
order process.

How do I get a delivery date update on an order that I’ve placed?

Order progressions are made available weekly on the Norland Q drive or can be
obtained from Hayley Adams by phone through the 08456 202 300 number
(Option 3), or via e-mail at Norland@hvfvehiclefinance.co.uk with ‘Order Update’
in the subject.

How do I order a new or replacement Fuel Card?

Fuel cards required for a new vehicle should be ordered at the time of vehicle
ordering using the Fuel Card Order Form. These will be ordered as directed and
sent to the driver directly. The driver will need to ring HVF on 08456 202 300
to activate the card on receipt.

Replacement cards can be ordered directly with HVF by e-mailing the Fuel Card
Order Form to Norland@hvfvehiclefinance.co.uk with ‘Fuel Card Order’ in the
subject field. Again these will be ordered and sent directly to the driver who will
need to ring HVF to activate the card on receipt.

How do I manage changes in driver details?

Any changes to driver details including home addresses should be communicated
to HVF to enable the fleet system to be kept up to date. The simplest way of
doing this is to copy the Norland ‘Employee Data Form’ which would normally be
completed in these instances to HVF at Norland@hvfvehiclefinance.co.uk with
‘Driver update’ in the subject field. Other changes such as to mobile phone
numbers or e-mail addresses should be e-mailed to the same address.

How do I manage a spare vehicle?

If a vehicle is spare due to a leaver or where a contract comes to an end, please
inform HVF by email to include the registration number and vehicle mileage
reading to Norland@hvfvehiclefinance.co.uk



The driver name will be changed to ‘unallocated’ to enable everyone to see which
fleet vehicles are spare and could be re-allocated to meet a need at a different
Business location.




                                                                     September, 2011
HVF will look to reallocate the vehicle across the business, or at the potential to
return the vehicle to the supplier subject to associated costs. All contract
terminations will need to be authorised at Divisional Finance Director level. The
cost centre will continue to be charged for the vehicle until it is reallocated or
terminated.

Please contact the HVF fleet team for assistance

How do I reallocate a vehicle between drivers?

To reallocate a vehicle between Business Units and/or cost centres/contract
numbers please complete the Vehicle Change Form and e-mail to
Norland@hvfvehiclefinance.co.uk

If a vehicle movement is required HVF will provide a cost for the movement which
you will need to sign. E-mail the form to Norland@hvfvehiclefinance.co.uk with
‘Movement’ in the subject field.

For all movements between Business Units and/or cost centres a copy of the form
should be sent to the receiving manager, who should countersign to agree to the
vehicle condition and mileage parameters, and to accept future charges to their
nominated cost centre.

This completed form should then be returned to
Norland@hvfvehiclefinance.co.uk, who will transfer the vehicle on the fleet
system to ensure correct reporting and allocation of future costs.

How do I change the contract on a current vehicle?

Changes to the length or mileage of any vehicle contract can be requested
through Norland@hvfvehiclefinance.co.uk with ‘Contract Change’ in the subject
field. Simply state the registration number, current mileage and desired changes
and HVF will liaise with the current supplier to provide a costing.

Contract extensions and mileage changes can be authorised by the Contract or
Finance Manager.

How do I terminate a vehicle contract early?

Terminating contracted vehicles early is usually costly, however there may be a
genuine business requirement to do so. If this is the case an e-mail requesting
the termination, stating the vehicle registration number and current mileage
should be sent to Norland@hvfvehiclefinance.co.uk with ‘Termination cost’ in the
subject field.



                                                                      September, 2011
A quotation for the cost of the termination will be e-mailed to you. This will need
to be authorised at Divisional Finance Director level and sent back to HVF to
action the termination and collection.

How do I arrange for a vehicle to be collected?

Wherever possible HVF will endeavour to tie up the collection of existing vehicles
with the delivery of a replacement vehicle. Collection details will be confirmed at
the point of setting up the new vehicle delivery.

For all collections the relevant sections of the Vehicle Change Form must be
completed and e-mailed to Norland@hvfvehiclefinance.co.uk with ‘Collection’ in
the subject field. This enables HVF to manage the data process and benefits
Norland in the case of disputes around vehicle damage.

How do I book a service, repair or MOT?

HVF have provided Norland with a single number solution for managing all
suppliers. To access servicing, repairs or MOTs ring 08456 202 300. If you are
driving an HVF vehicle select option 1. For Lex, Inchcape, Alphabet and Meridian
vehicles select Option 2. Then select the relevant provider from the list. You
will be directly connected to that provider to book your service.

If you are unsure of your current provider or require any other assistance please
select Option 3 from the main menu and you will be connected to your HVF Fleet
Support team.

How do I replace tyres on my vehicle?

Tyre services are provided by the following:

HVF / Lex – Kwik Fit Locations
Inchcape – Call 08456 202 300
Alphabet – Call 08456 202 300
Meridian – Call 08456 202 300

If you take your vehicle to one of these providers it will be recognised as a
vehicle supplied by the appropriate lease provider and work will be authorised
directly by them.

Replacements due to wear are not recharged and therefore do not need a Norland
Purchase Order number, however you will need a PO number to enable work on
damaged tyres to be carried out.




                                                                     September, 2011
For details of your nearest branch check the website links above or contact the
vehicle supplier through 08456 202 300.

The legal limit of tread depth for tyres is 1.6mm. Most suppliers will change tyres
at 2mm.


How do I get my windscreen repaired?

Windscreen services are provided by the current supplier of your vehicle. Contact
them using the 08456 202 300 number. Except in an emergency situation you
will require a Norland Purchase Order number to authorise glass replacement.

If you are unsure of your current provider or require any other assistance please
select Option 3 from the main menu and you will be connected to your HVF Fleet
Support team.

How do I manage a breakdown?

Breakdown services are provided by the current supplier of your vehicle. Contact
them using the 08456 202 300 number, selecting the appropriate options.
Alternatively the number may be displayed in your vehicle (e.g. on the reverse of
the tax disc holder).

Any replacement vehicle required should be provided via HVF, via Option 1.

If you are unsure of your current provider or require any other assistance please
select option 3 from the main menu and you will be connected to your HVF Fleet
Support team.

How do I register for the London Congestion Charge?

New vehicles delivered in the London area will automatically be registered for
Congestion Charging. In this case there is no requirement for the driver to notify
HVF that they have been in the Congestion Charge area.

For drivers who occasionally use their vehicle inside the CC zone they will need to
notify HVF on 08456 202 300 (option 3) or Norland@hvfvehiclefinance.co.uk
with ‘Congestion Charge’ in the subject field on the day that the vehicle was used
in the zone. The charge will then be paid on your behalf. Failure to notify HVF
will result in any penalty charges being levied against your cost centre.

How do I pay a Parking Fine?

Parking fines received ‘on the vehicle’ should be dealt with directly by the driver.


                                                                      September, 2011
Non payment of such fines will result in escalation to the leasing company as the
owner of the vehicle. In this instance, and where any fine is received directly via
the post, the leasing company will pay the fine directly and this will be charged
on to the driver with an administration fee of £35 depending on provider, taken
directly from salary via payroll.

How do I pay a Speeding Fine?

In any instance where the authorities request details of the driver of a vehicle for
prosecution purposes, HVF will provide the information directly. The authorities
will then write directly to the driver concerned.

How do I report an Accident?

      THIS ACCIDENT MANAGEMENT PROCEDURE IS FOR ALL NORLAND
      MANAGED SERVICES COMPANY VEHICLES (irrespective of leasing
                     company) AND HVF HIRE CARS

    ALL CLAIMS MUST be reported promptly by calling:

        08456 202 300 – Option 1, quoting your vehicle registration or
                   advise if the vehicle is a HVF hire car

    The service:

         An operator will answer the call and record details of an incident 24
          hours a day, 365 days a year

         A fully populated claim form will be dispatched to you, by your
          preferred method ( post or email ) there is no need to return this
          document, just call back if you need to make any changes to the
          information provided

         An approved repairer will contact you to make the necessary
          arrangements for the repair, or on-site estimate, which will be carried
          out at a mutually convenient date and time

         HVF repairers offer collections and delivery

         In the event that your vehicle is non-driveable a courtesy car will be
          provided within 24 hours of the incident being reported (hire size
          group A vehicle – eg Corsa) for non fault incident a like for like vehicle
          may be provided, where the criteria is met. If the hire car is non-
          driveable arrangements will be made for this to be replaced


                                                                      September, 2011
         For driveable vehicles a courtesy car will be provided on the mutually
          agreed date of the repair commencement, for the duration of the
          repair. The daily mileage allowance is 100 miles, thereafter charged at
          10 pence per mile. Any fuel used will also be recharged. Minor
          damage on hire cars will be repaired at the end of the hire period

         If the incident is non-fault or an injury has been sustained details of
          the claim will be sent to your insurer’s nominated agent (also HVF) to
          pursue on Norland’s/your behalf, if you need to follow up please
          contact HVF Accident Management, you will need to quote your
          registration number and CS reference number (as provided by HVF).

         Regular updates on the progress of your repair will be provided by
          your preferred method of communication (SMS text, phone or email)
          this will be recorded at the time the incident is reported

         HVF repairers recharge all costs HVF, therefore there is no
          requirements for you to pay the excess

         All vehicles are washed and vacuumed prior to being returned

         You may be contacted by one of our team to complete a telephone
          survey; this takes no more than 5 minutes and consists of 9 questions,
          your feedback is valuable

     Should you have any queries or concerns whilst using the service please
     contact HVF on the above number.

How do I book a Daily Rental vehicle?

Daily rental vehicles can be booked using the booking form below, or calling
08456 202 300 and selecting Option 1. This will connect you to HVF where
you can select Option 4 to ‘hire a vehicle from RentalDirect’.

If calling you need to quote the Norland account number C10017 and provide
your Business Unit and Contract Number (without these bookings cannot be
accepted)

See booking form attached

Rates are pre agreed and reports of all rental bookings are fed back directly to
the Finance Directors for each division.




                                                                     September, 2011
To minimise costs any expected long term hires should be booked as Minilease,
which attracts the best rates (52 day plus) in the event the hire terminates before
this period the rates revert to the daily rates agreed, however, if hired are
booked as daily hire and are out for more than 52 days they do not attract the
Minilease rates.

All Rental vehicles should be returned fully fuelled to avoid penalty charges.

In the event of a service failure, late delivery, vehicle not being clean or to your
satisfaction call is at the time of the hire on 08456 200 300 option 1/option 4
quote your DRS reservation number and our service compensation will apply,
see attached for details. Your feedback is important.

Please refer to Daily Rental SLA attached




                                                                     September, 2011
                  FREQUENTLY ASKED QUESTIONS

Can vehicles be delivered to both home and work addresses and if
there a charge?
Yes, vehicle can be delivery to home or business address at no additional
charge, in working office hours, if a delivery is required out of hours a £10 +
VAT charge is payable.

What is the standard delivery time for vehicles?
Standard vehicles (groups A,B,C,D,E and F) are guaranteed for delivery
within 2 working hours of the booking request, best endeavours will be made
to deliver any other vehicles within 4 working hours of the booking request.

Should the required group be unavailable, a free upgrade will be provided.

Will I need to provide any documentation to the delivery driver?
No, all of the necessary details will have been passed to the hire provider by
HVF.

Do I need to inspect the vehicle at the point of delivery and collection
and sign / advise of any damage to the vehicle?
Yes

Do I need to refuel the vehicle prior to it being returned?
Yes

In the event of a problem with the vehicle out of office hours what do
I do?
Call the number on the back of the tax disc in the vehicle.

Who is responsible for registering and paying congestion charges, if
applicable?
You, the driver.

What do I do in the event of an accident in a hire car?
See ‘How to a report an accident section’ and follow the procedure. Damage
costs to hire cars are recharged to your company, provided the incident has
been reported to HVF accident management details are send to your insurer
and ULR provider to manage/ pursue any third party costs or non fault
recoveries.




                                                                 September, 2011
                                                 New Car Quote Request

Driver Name                                Mobile phone number                e-mail address


Department                                 Cost Centre                        Grade (Engineer/Supervisor)


Line Manager name                          Mobile phone number                e-mail address


Delivery Address

Register for London Congestion Charge (primary use in London) (tick)

New Starter / Renewal                      Reg No of Vehicle to collect       Collection vehicle current mileage
date

Vehicle requested                          Vauxhall Astra 1.7 CDTi 16v 110 ecoFlex Life a/c Estate

Car Standard Specification:
 Silver metallic paint                    Vauxhall Astra 1.7 CDTi 110 ecoFlex Club Estate


                                           Vauxhall Astra 2.0 CDTi SRI 5door

                                           Vauxhall Insignia 2.0 CDTi Exclusive 5dr


                                           Vauxhall Insignia 2.0 CDTi 160 SE 5dr


Comments
(NB: non standard specification requires
further authorisation per How to Guide)

Contract                                   48 Months (standard)

                                           Other (state length with reason)

                                           Approximate annual mileage

Carrying Gas       Y/N                     New Fuel Card Required        Y/N
(if yes must be Vivaro)                    (If yes please complete Fuel Card Order Form)
Authorisation                              Signature                            Date
Contract/Line Manager

Finance Manager

Area General Manager/
BU Director
  Note: Contract/Line Manager signature required for quote. All 3 signatures to place order.
  Please send the completed form to Norland@hvfvehiclefinance.co.uk
  For any queries please contact Ryan Aisladie on 08456 202 300, option 3.

                                                                                                            April, 2010
                                                 New Van Quote Request

Driver Name                                Mobile phone number                e-mail address


Department                                 Cost Centre                        Grade (Engineer/Supervisor)


Line Manager name                          Mobile phone number                e-mail address


Delivery Address

Register for London Congestion Charge (primary use in London) (tick)

New Starter / Renewal                      Reg No of Vehicle to collect       Collection vehicle current mileage
date

Vehicle requested                          Vauxhall Corsa Van 1.3 CDTi 16v

Van Standard specification:
 Ply lined                     Vauxhall Astra Van 1.7 CDTi Club
 Solid Bulkhead
 Mechanical air-vent – floor &
   roof                         Vauxhall Combo 2000 1.7 CDTi
 Solid rear doors
 Silver metallic paint
                                           Vauxhall Vivaro 2.0 CDTi 90 2.9t SWB


                                           Vauxhall Movano Van 2800 2.5 CDTi 120 SWB


Comments
(NB: non standard specification requires
further authorisation per How to Guide)


Contract                                   48 Months (standard)

                                           Other (state length with reason)

                                           Approximate annual mileage

Carrying Gas       Y/N                     New Fuel Card Required        Y/N
(if yes must be Vivaro)                    (If yes please complete Fuel Card Order Form)
Authorisation                              Signature                            Date
Contact/Line manager

Finance Manager

Area General Manager/
Business Unit Director
  Note: Contract/Line Manager signature required for quote. All 3 signatures to place order.
  Please send the completed form to Norland@hvfvehiclefinance.co.uk

                                                                                                            April, 2010
For any queries please contact Ryan Aisladie on 08456 202 300, option 3.




                                                                           April, 2010
                            Rental Booking Form for Norland Managed Services
 Account Number                          400-269-74
 Business Unit ( mandatory )
 Contract No ( mandatory )
 Contact (Booker) details                Name:
                                         Telephone:
 Group Vehicle required                  Please specify
 Minilease / Daily Rental                Please specify
 Drivers Name
 Rental Start Date / Time
 Delivery Address




 Special Instructions


 E-mail address to receive booking
 confirmation

Reservation No.
INSURANCE                                Covered on company own insurance

Off hire Date/ Time

Off Hire Address


Special Instructions

           Please note: Norland will not be chased for vehicle extensions, Norland are responsible to advise
                                          off hire/ termination arrangements

                               ALL BOOKINGS / TERMINATIONS MUST BE SENT TO
                                  HVFRENTALDIRECT@NATIONALCAR.CO.UK




                                                                                                April, 2010
    HVF RentalDirect / Minilease Service Level Agreement
                      Effective 1.3.2010


  Area                  Details                            The Penalty
             Standard vehicles booked with     Up to 30 minutes late £10.00 credit
             2 hours working hours notice      31 to 60minutes late £20.00 credit
             or 4 working hours for non        61 to 239 minutes late £25.00 credit
             Standard vehicles                 240 minutes + will be classed as a non
             Specialist vehicles not           delivery of a confirmed reservation as
             delivered at agreed times         below.

             Vehicle group down graded
                                               £25.00 credit per incident
             From confirmed reservation

             Customer complaint regarding
                                               £25.00 credit per incident
             cleanliness of vehicle

             Vehicle delivered with faulty
Delivery     or missing equipment or with      £25.00 credit per incident
             excessive damage

             Vehicle delivered in illegal or
                                                £25.00 credit per incident
             Un-roadworthy condition
                                               Plus any costs incurred by driver
             including a vehicle delivered
             without a current tax disc

                                               £100.00 credit per incident plus the supplier
                                               must reimburse the full cost of the
             Non-delivery of a confirmed       customers reasonable alternative
             Reservation                       arrangements along with any costs incurred
                                               as a direct result of the supplier failing to
                                               deliver.

             Vehicle not collected within:     £10.00 credit per incident
             4 working hours of termination

             Over 4 - 8 working hours of       £20.00 credit per incident
             termination
Collection
             Over 8 working hours of           £50.00 credit per incident
             termination.
             Any parking fees incurred by
             customer due to late collection
             will be the suppliers
             responsibility




                                                                               April, 2010

								
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