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SPECIFICATION

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									                                   Total Facilities Management Agreement

                                      Schedule 3 –Specification Document


                                                    Table of Contents

1.      INTRODUCTION ........................................................................................................... 5
2.      MANAGEMENT AND ADMINISTRATION .................................................................... 5
     2.1.     Performance Monitoring............................................................................ 5
     2.2.     Key Performance Indicators ..................................................................... 5
     2.3.     Contract Management ............................................................................... 5
     2.4.     Quality Approach ....................................................................................... 7
     2.5.     Staff ............................................................................................................. 7
     2.6.     Management of Sub-Contractors ............................................................. 7
     2.7.     Electronic Property Information Mapping System (ePIMS) .................... 8
     2.8      Additions, Deletions and Amendments to Contract ............................... 8
3.      MANAGED SERVICES ................................................................................................. 9
     3.1.     Health and Safety Management ................................................................ 9
     3.2.     Authorised Persons and Permits to Work ............................................. 11
     3.3.     Special Needs Services ........................................................................... 11
     3.4.     Risk Management .................................................................................... 11
     3.5.     Environmental Management ................................................................... 12
     3.6.     Business Continuity Planning ................................................................ 13
4.      HELPDESK AND CAFM ............................................................................................. 14
     4.1.     Helpdesk and CAFM ................................................................................ 14
     4.2.     Room Booking / Lettings Management .................................................. 16
     4.3.     Car Park Booking ..................................................................................... 16
     4.4.     CAFM ........................................................................................................ 17
5.      HARD FACILITIES MANAGEMENT SERVICES ........................................................ 18
     5.1. Planned Preventative Maintenance Regime .......................................... 19
       5.1.1  General Requirements..................................................................... 19
       5.1.2. Contract Mobilisation ....................................................................... 19
     5.2. Works ........................................................................................................ 20
       5.2.1. Forward Maintenance Register ........................................................ 20
       5.2.2. Unplanned and new works ............................................................... 21
       5.2.3  Dilapidations ..................................................................................... 22
       5.2.4  Additional Surveys and Reports ..................................................... 23
     5.3. Reactive Repairs and Maintenance ........................................................ 23
       5.3.1. Reactive Maintenance ...................................................................... 23
       5.3.2. Handyman Service ............................................................................ 24
     5.4. Spares and Consumables ....................................................................... 24
     5.5. Financial Threshold Liability................................................................... 25
     5.6. Exclusions ................................................................................................ 26
       5.6.1  Replacement of Customer Asset ..................................................... 26
       5.6.2  Misuse, Abuse and Operator Error.................................................. 27
     5.7. Planned Preventative and Reactive Maintenance Service Elements .. 27
       5.7.1. Fabric Maintenance .......................................................................... 27
       5.7.2. M&E Maintenance ............................................................................. 27
       5.7.3. Re-Lamping ....................................................................................... 29


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       5.7.4. Fire Detection and Fighting Systems .............................................. 30
       5.7.5. Lifts, Hoists and Conveyance Systems .......................................... 30
       5.7.6. Security, Access and Intruder Systems .......................................... 30
       5.7.7. Safety Film ......................................................................................... 31
       5.7.8. Standby Power Systems Maintenance............................................ 31
       5.7.9. AV Equipment Maintenance ............................................................. 31
       5.7.10. Cabling Infrastructure ...................................................................... 32
       5.7.11 Control of Asbestos......................................................................... 32
     5.8     Grounds Maintenance ............................................................................ 32
       5.8.1    Hard Landscaping Maintenance ...................................................... 32
       5.8.2    Soft Landscaping Maintenance ....................................................... 33
       5.8.3    Motorcycle Manoeuvring Areas (MMAs) ......................................... 35
       5.8.4    Ponds and Water Features ............................................................... 35
       5.8.5    Internal Planting (not currently required) ....................................... 35
       5.8.6    Cut Flowers (Not Currently Required)............................................. 36
     5.9    Water Hygiene .......................................................................................... 36
     5.10 Statutory Inspections .............................................................................. 37
     5.11 Portable Appliance Testing ..................................................................... 37
     5.12 Building Management Systems (BMS) ................................................... 38
     5.13 Locksmith Services ................................................................................. 38
     5.14 Clocks ....................................................................................................... 38
     5.15 Signage ..................................................................................................... 38
       5.16     Driving Duties (Refer to data packs for applicable premises)
       (Information redacted) ....................................................................................... 39
6.      SOFT FACILITIES MANAGEMENT SERVICES ......................................................... 39
     6.1. Catering .................................................................................................... 40
       6.1.1. General Requirements...................................................................... 40
       6.1.2. Customer Restaurant ....................................................................... 41
       6.1.3. Hospitality ......................................................................................... 43
       6.1.4. Vending.............................................................................................. 43
       6.1.5. Bar Management ............................................................................... 44
       6.1.6. Chilled Potable Water (refer to data packs for applicable sites)
       (Information redacted) ...................................................................................... 45
       6.1.7. Out-of-Hours Service ........................................................................ 45
       6.1.9. Retail .................................................................................................. 45
     6.2. Room Booking and Community/Commercial Lettings ......................... 45
       6.2.1. Meeting Room and Conference Room Booking ............................. 45
       6.2.2. Meeting Room Utilisation ................................................................. 46
       6.2.3. Meeting Room / Conference Room Set-Up ..................................... 46
       6.2.4. Car Parking Booking ........................................................................ 46
       6.2.5. Community/Commercial Lettings .................................................... 47
       6.2.6. Hotel Accommodation Booking [Not currently required] ................. 47
       6.2.7. Video Conferencing [Not currently required] ..................................... 47
       6.2.8. Conference Management [Not currently required] ............................ 48
     6.3. Display Boards [Not currently required] ................................................... 48
     6.4. Accommodation Services ....................................................................... 49
     6.5. Cleaning .................................................................................................... 49
       6.5.1. General Requirements...................................................................... 49


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       6.5.2. Routine Cleaning .............................................................................. 50
       6.5.3. Cleaning Standards .......................................................................... 50
       6.5.4. Periodic Cleaning ............................................................................. 54
       6.5.5. Reactive Cleaning ............................................................................. 55
       6.5.6. Cleaning of Communication and Equipment Rooms (not currently
       required) ............................................................................................................ 55
       6.5.7. Cleaning of External Areas .............................................................. 55
       6.5.8. Window Cleaning .............................................................................. 56
       6.5.9. Cleaning of Exterior Building Fabric ............................................... 56
       6.5.10. Graffiti and Stain Removal ............................................................... 56
       6.5.11. Sanitary Consumables ..................................................................... 57
       6.5.12. Linen and Laundry ............................................................................ 57
     6.6. Pest Control.............................................................................................. 57
     6.7. Waste Management ................................................................................. 59
       6.7.1. General Waste ................................................................................... 59
       6.7.2. Confidential Waste............................................................................ 60
       6.7.3. Special or Hazardous Waste ............................................................ 60
       6.7.4. Recycled Waste ................................................................................ 61
     6.8. Reception Services .................................................................................. 61
       6.8.1. Reception .......................................................................................... 61
       6.8.2. Security Passes ................................................................................ 63
       6.8.3. Switchboard ...................................................................................... 64
       6.8.4. Voice Announcement System [Not currently required ] ................... 64
       6.8.5. Taxi Booking ..................................................................................... 64
     6.9. Security Services ..................................................................................... 64
       6.9.1. General Requirements...................................................................... 64
       6.9.2. Uniforms and Equipment ................................................................. 65
       6.9.3. Emergency Response ...................................................................... 66
       6.9.4. Patrols................................................................................................ 66
       6.9.5. Controlled Access ............................................................................ 68
       6.9.6. Reporting ........................................................................................... 68
       6.9.7. Closed Circuit TV (CCTV) Monitoring ............................................. 68
       6.9.8. Site Access Management (SAM) ..................................................... 69
       6.9.9. Vacant Property Management ......................................................... 71
     6.10. Mail Services [ Not currently required] ...................................................... 73
       6.10.1. Mail Room.......................................................................................... 73
       6.10.2. Courier Booking [Not Currently Required] ........................................ 74
       6.10.3. Mail Room Equipment [Not currently Required] ............................... 75
     6.11. Messenger Service [Not Currently Required] ........................................... 76
     6.12. Porterage [Not Currently Required] ........................................................... 77
     6.13. Stationery Supply [Not Currently Required] ............................................. 78
     6.14. Journal, Magazine and Newspaper Supply............................................ 78
     6.15. Reprographics Service [Not Currently Required] ................................... 78
       6.15.1. Central Reprographics Service ....................................................... 78
       6.15.2. Reprographics Equipment [Not Currently Required ]....................... 80
       6.15.3. Office Machinery Servicing and Maintenance [Not Currently
       Required ] ......................................................................................................... 80
7.      ADDITIONAL RELEVANT SERVICES ....................................................................... 81


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     7.1. Space Management ................................................................................. 81
     7.2. Statutory / Compliance Surveys (e.g. DDA, Health and Safety,
     Pollution, Deleterious Materials) ....................................................................... 81
     7.3. Change Management ............................................................................... 81
     7.4. Best Practice Guidance ........................................................................... 81
     7.5. Furniture Management ............................................................................ 82
     7.6. Move Management ................................................................................... 83
     7.7. Telecommunications ............................................................................... 84
     7.8. Flag Flying ................................................................................................ 84
     7.9. Chauffeur Services .................................................................................. 84
     7.10. Fume Cupboard Maintenance ................................................................. 84
     7.11. Document Storage ................................................................................... 84
       7.11.1. General Requirements ........................................................................ 85
       7.11.2. Stores Management .......................................................................... 85
8.      CONTRACT MOBILISATION ..................................................................................... 86
     8.1.     General...................................................................................................... 86
     8.2.     Benchmarking .......................................................................................... 87
     8.3.     Information Technology .......................................................................... 87
     8.4.     Schedules of Work ................................................................................... 88
     8.5.     Handover of Services .............................................................................. 88




                                Page 4 of 88 Contract No. DSA03010
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                       Schedule 3 –Specification Document


1.         INTRODUCTION

1.1.       This Part 1 of Schedule 3 specifies the Services that the Contractor shall
           make available to Department for Transport (DfT) Customers (the
           „Specification‟).

1.2.       This Specification describes the scope of Facilities Management services to
           be provided within this Facilities Management Framework Agreement.

2.         MANAGEMENT AND ADMINISTRATION

2.1.       Performance Monitoring

2.1.1.     The Contractor is required to undertake the following performance monitoring
           regime:

2.1.1.1.   To take note of the prioritisation of reported service performance failures.

2.1.1.2.   To operate procedures and systems to record information in support of
           performance monitoring and to enable regular robust performance reporting.

2.1.1.3.   To monitor the performance of the Services and produce monthly
           performance reports for the Customer.

2.1.2.     The Contractor shall maintain a Management Information System (MIS) to
           analyse information on the performance of each aspect of the Service
           Specification. It shall be capable of reporting performance against defined
           performance requirements.

2.1.3.     The MIS system utilised by the Contractor shall at all times throughout the
           period of the Contract be capable of monitoring performance of services,
           notwithstanding any changes in work practices, technology, agreed
           Performance Standards etc.

2.2.       Key Performance Indicators

2.2.1.     The Contractor shall self-monitor their performance in line with the key
           performance indicators outlined at „Appendix D – KPI Matrix‟.

2.3.       Contract Management

2.3.1.     The Contractor will nominate a representative, who will provide regular
           contact with the Customer representative(s).

2.3.2.     This contract is required to provide services to multiple DfT agencies. Each
           agency will be responsible for the operational FM service delivery of its own
           estate.

2.3.3.     The Contractor and the Customer representative(s) shall hold liaison
           meetings on a regular basis to review the performance and effectiveness of
           the Services. The frequency of the meetings is to be mutually agreed
           between the Contractor and Customer(s) prior to contract commencement,
           but shall be at least monthly with each DfT agency.




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                       Schedule 3 –Specification Document


2.3.4.     The Contractor shall inform the Customer representative(s) of all complaints
           received about the Services delivered under the Contract. The Contractor
           shall be required to deal directly with complaints and shall provide a senior
           employee and any specialists to attend meetings at the Customer‟s request.

2.3.5.     The Contractor shall provide monthly Service Reports at their own cost to
           support and inform regular review meetings between the Contractor and the
           Customer(s). Each Service Report shall detail the following:

                 Summary of PPM, Periodic Cleaning and Forward Maintenance
                  activities in reporting month showing planned date, actual date
                  activities were carried out.
                 Service performance in reporting month.
                 Forward work plan to show planned PPM for following two months,
                  specialist or periodic cleaning for following month and current Forward
                  Maintenance Register.
                 Contract variation requests following additions, deletions and
                  amendments to service.
                 Forward Maintenance Register updates.
                 Condition Survey review.
                 Number and details of all complaints.
                 Statement of accounts showing the invoiced amounts, payments
                  made by the Customer, payments made to sub-contractors, payments
                  made to suppliers.
                 Individual building usage of electricity, gas and water. Highlight areas
                  where each building is failing to reach targets and make
                  recommendations to improve performance.
                 Forthcoming changes in legislation.
                 Health, safety and environment breaches and recordable accidents,
                  incidents and near misses relating to the utilisation of all premises;
                 Review of staffing numbers, and contract management structures
                  including full list of site staff showing name, job descriptions, work
                  location, Security check status, Security Industry Authority licence and
                  other relevant certification details as required.
                 Service delivery proposals and contractual issues if any changes have
                  occurred.

2.3.6.     The Service Report(s) shall measure the performance of each Service
           provided under the Contract including the following:

2.3.6.1.   Performance statistics to be agreed with Customer(s), but typically to contain:

                 All reported faults in this reporting period.
                 Performance failure occurrences and duration.
                 Performance failures dealt with within rectification periods.
                 Performance failures not dealt with within rectification periods.
                 Number of outstanding performance failures not yet dealt with.
                 Average response times across types of fault.


2.3.6.2.   Call statistics from the Helpdesk and Reception showing number of calls,
           longest ringing time and abandoned call rate.



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                       Schedule 3 –Specification Document


2.3.6.3.   Waste removed from site to show weights of each recycled waste stream and
           residual waste. (refer to data packs for applicable premises) (Information
           redacted)

2.3.7.     The Customer and Contractor shall both within reason have the opportunity to
           add further measurable items to this list, such requests shall be provided
           within a reasonable time before the production of the Report to enable the
           Contractor to collate the necessary information.

2.3.7      The Contractor must adhere to the Government policy on timber
           procurement. All timber products supplied must be legal and sustainable (or
           FLEGT-licensed or equivalent in due course when such products become
           available). The Contractor shall arrange and pay for independent verification if
           requested.

2.3.8      The Contractor shall be required to produce separate monthly invoices for
           one twelfth of the annual contract value and pass through costs for each
           contracted agency.

2.4.       Quality Approach

2.4.1.     The Contractor shall implement a Quality Management Plan in accordance
           with the ISO 9001 Quality Certification, which shall include a proposed
           methodology for maintaining the Customer‟s existing ISO 9001 accreditation,
           and its related systems.

2.4.2.     The Contractor shall hold and maintain valid ISO9001, ISO14001 and
           OHSAS 18001 accreditation at all times.

2.5.       Staff

2.5.1.     Services provided through this Framework Agreement must be delivered by
           staff who have Basic Skills, in line with the Government‟s initiative outlined in
           the Cabinet Office „Joint Statement on Access to Skills, Trade Unions and
           Advice in Government Contracting‟ (available at
           http://www.cabinetoffice.gov.uk/media/cabinetoffice/workforcematters/assets/
           CO_joint_statement.pdf). Basic Skills are defined as Level 1 literacy
           (equivalent to GCSE English at grades D-G) and Entry Level 3 numeracy
           (one level below Level 1).

2.5.2.     All staff and sub-contractors must conform to and uphold DfT working practice
           and policy in carrying out their duties for DfT or on DfT premises. This
           includes and is not limited to: safe driving practice; smoking policy; and equal
           opportunity and diversity policy.

2.5.3.     All staff and sub-contractors must undergo a Baseline Personnel Security
           Standard check (BPSS (formerly Basic Check (BC)). A guide to this
           standards is available at
           http://www.cpni.gov.uk/ProtectingYourAssets/personnelsecurity-268.aspx

2.6.       Management of Sub-Contractors

2.6.1.     The Contractor is required to actively manage all aspects of subcontract
           involvement in Contracts to ensure that all services received reflect that



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                      Schedule 3 –Specification Document


         required under the Contract, and specifically that which is paid for. Key
         aspects of the role are listed below:

                 Protecting the Customers agreed contractual position and ensuring
                  that the agreed allocation of risk is maintained and that value for
                  money is achieved from the Contract;
                 Performance monitoring against agreed Key Performance Indicators;
                 Benchmarking and market testing of services against the provision
                  from other service providers;
                 Problem solving and dispute (prevention and) resolution, where issues
                  exist;
                 Auditing and inspecting the Sub-Contractors‟ work, ensuring that they
                  comply with the contractual requirements on Quality, Health and
                  Safety, Environmental and Legislative requirements;
                 Establish and maintain appropriate records and information
                  management systems to record and manage the performance of the
                  Contractor;
                 Ensure all materials used by any sub-contractor for use within the
                  Customer contract or items transferring to Customer ownership meet
                  or exceed the „Government Buying Standards‟
                 Receiving, checking and authorising invoices for payment for
                  additional services;
                 Monitoring Sub-Contractors‟ approach to rectifying defects;
                 Managing communication between the Customer and the Sub-
                  Contractors.

2.6.2.   Contractors shall warrant that all supply chain partners carry adequate
         insurance and that they are legally and professionally compliant in all
         activities whilst operating within the premises. Contractors shall demonstrate
         unequivocally the acceptance of these issues.

2.7.     Electronic Property Information Mapping System (ePIMS)

2.7.1.   Government Departments are required to maintain accurate records relating
         to their estate on the ePIMS electronic database. The Customer may require
         the Contractor to maintain up-to-date, accurate metrics including cost and
         performance data on its behalf. More information on ePIMS is available at
         http://www.ogc.gov.uk/electronic_property_information_mapping_service.asp.

         Note: Where there are specific isolated costs for work in 2.7.1 they must be
         identified separately, In order that DfT may consider the inclusion of this task.

2.8      Additions, Deletions and Amendments to Contract

2.8.1    The Contractor is required to facilitate Property and Service changes as
         required. The Customers revised property and service requirements will be
         discussed during the contract review meetings. Upon the Contractor
         receiving, from the Customer, written formal notification that a service or
         group of services are subject to change; are additional or are to be removed,
         the Contractor shall comply with the change request and enact the required
         change within the timeframe detailed below:

                 Advise on any specific terms or elements that affect the request


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                      Schedule 3 –Specification Document


                 Produce a list of contract amendments and updated scheduling
                  including but not limited to: revised asset list, revised PPM schedule,
                  revised property list and revised cleaning schedule at the next contract
                  review meeting(s).
                 Review, change and update internal management information and
                  procedures, CAFM and deliverables accordingly.
                 Prepare cost and variance details (where relevant) for approval at the
                  next contract review meeting.
                 Deliver the revised property and service requirement within two
                  months of formal notification by the Customer.
                 Submit the revised invoice (where relevant) including the revised
                  property and service requirement within two months of formal
                  notification by the Customer.

2.8.2    The Contractor shall propose a mechanism to manage additions, deletions
         and amendments to service specifically what impact a +/- property or service
         addition/deletion will have on the overall contract value.

2.8.3    The Contractor shall propose a strategy for the inclusion of other DfT Agency
         services within this contract. The strategy shall outline how other services will
         be brought on line whilst maintaining current service delivery levels and the
         financial benefits that would be afforded to the existing contracted agencies.


3.       MANAGED SERVICES

         The Managed Services provision includes:

                 Health and Safety Management
                 Authorised Persons and Permits to Work
                 Special Needs Services
                 Risk Management
                 Environmental Management
                 Business Continuity Management

3.1.     Health and Safety Management

3.1.1.   The Customer(s) expect the provision of a professional advice service on all
         matters relating to the Health and Safety at Work etc Act 1974 and any
         subsequent re-enactments and Regulations made under the Act. The
         Contractor shall ensure through constant interaction between the Customer‟s
         Health and Safety teams, Estates teams, disability representatives, other
         designated representatives and Government support units that a holistic „best
         practice‟ approach is taken to the execution of Health and Safety
         Management.

3.1.2.   The Contractor shall work in association with the Customer(s) to protect staff
         and members of the public on the premises through compliance with all
         relevant statutory obligations and legislation and with Customer policy as it
         supports this legislation. The Contractor must have the depth of technical and
         professional competence and experience to advise the Customer on all
         Health & Safety matters relating to the premises.



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                      Schedule 3 –Specification Document


3.1.3.    The Contractor shall ensure compliance at all times with all Health & Safety,
          Fire Safety and Disability Discrimination legislation.

3.1.4.    The Contractor shall participate fully with the Customer(s) in making certain
          that emergency procedures are kept up-to-date and applicable for the
          premises. The Contractor shall be responsible for the maintenance of all
          emergency equipment (e.g. fire extinguishers, stretchers, evac chairs) and
          shall notify the Customer immediately if any such equipment requires repair
          or replacement.

3.1.5.    The Contractor shall provide a single contact point for all professional advice
          pertaining to Health and Safety matters as they relate to the delivery of the
          Services and the management of the premises. They shall be aware of the
          appropriate Customer contact point(s) for the onward transmission of queries
          relating to Health and Safety matters and shall ensure that these are directed
          to the appropriate Customer advisor. The Contractor shall ensure the
          availability of Health and Safety advice within one hour, 24 hours per day, 365
          days per year.

3.1.6.    The Contractor shall demonstrate through his delivery of the services that his
          management of his own staff is an exemplar in terms of Health and Safety
          best practice.

3.1.7.    The Contractor shall warrant he shall take all practicable steps to ensure that
          the premises shall comply with all Health & Safety legislation and any other
          statutory obligations at all times. The Contractor shall advise the Customer(s)
          on any areas which appear not to comply with legislation. Any works which
          are necessitated as a result of such advice shall be added to the Forward
          Maintenance Register(s) with agreement of the Customer.

3.1.8.    The Contractor shall be responsible for ensuring maintenance of sufficient
          safe refuge areas, where they exist, for disabled persons and the Customer‟s
          personnel in general.

3.1.9.    The Contractor shall ensure that Fire Risk Assessments are at all times up-to-
          date, that the safe refuge areas continue to remain fit for purpose, and that all
          local personnel in the premises and all relevant authorities are cognisant of
          the safe refuge area locations.

3.1.10.   The Contractor shall be responsible for updating workplace risk assessments
          as necessary for their own areas of work. The Contractor shall ensure that the
          Customer has immediate access to these documents as required. In respect
          of the Customer‟s personnel, the Contractor shall work in close co-operation
          with the Customer‟s HR staff and any other relevant Customer staff, to ensure
          compliance with personnel and data protection issues in relation to
          information held.

3.1.11.   The Contractor shall be required to report to the Customer(s) monthly on all
          Health & Safety matters and to conduct an annual review of all H&S matters
          with the Customer, including performance, any matters outstanding,
          recommended works programmes, exception reporting, and for issuing formal
          minutes of the annual review within one week of its taking place. The
          Contractor shall attend the Customer‟s regular Health and Safety meetings as
          required.


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3.1.12.   The Customer(s) is delegating significant authority to the Contractor for their
          professional Health and Safety expertise, and it shall remain the Contractor‟s
          responsibility to guarantee the professional expertise of all staff employed for
          this Service, or associated Services providing additional training as
          necessary. The Contractor shall demonstrate this capability throughout the
          duration of the Contract.

3.2.      Authorised Persons and Permits to Work

3.2.1.    The Contractor shall be responsible for issuing, recording and managing all
          permits to work and a register of permits must be maintained and be
          accessible to the Customer(s).

3.2.2.    The Contractor shall also, in conjunction with the Customer‟s Health and
          Safety Advisor(s), be responsible for the publication of all Health and Safety
          notices for staff and guests and all other necessary signage in the premises
          throughout the period of the Contract. This requirement is further described in
          the section on Signage.

3.3.      Special Needs Services

3.3.1.    The Contractor shall provide Advice on Health & Safety matters as they relate
          to those with any special needs or requirements, and DDA Regulations. To
          take a pro-active approach, and including consultation with the Customer(s),
          on investment that should be made to improve the premises (for example,
          access and egress) for use of those with disabilities, and to comply with the
          DDA. The Contractor shall consult with the Customer‟s disability and
          occupational health experts with regard to the optimum route for satisfaction
          of the Act. The Contractor shall liaise with relevant groups such as the
          Disabled Persons Transport Advisory Committee (DPTAC) and the Mobility
          Inclusion Unit (MIU) etc when dealing with disability issues.

3.3.2.    The Contractor shall be expected to liaise with the Customer‟s designated
          Health and Safety Advisor(s), and with other Contractors outside the scope of
          this Contract as required in order to provide this Service.

3.3.3.    The Contractor shall be required to provide technical advice on works that
          may be necessary to improve services and the premises for those with
          special needs or requirements. Any decisions made by the Customer(s) to
          proceed with any improvement projects shall be treated by the Contractor as
          an element of forward planning.

3.3.4.    The Contractor shall respond within 24 hours to any request for advice on
          Special Needs or requirements.

3.3.5.    The Customer(s) may request a report from the Contractor with an update on
          the ability of the Customer to provide for those with Disability or special needs
          requirements.

3.4.      Risk Management

3.4.1.    The Contractor shall be familiar with the Customers risk register for the
          premises and in conjunction with the Customer(s) shall regularly review and
          propose enhancements. The Contractor shall co-ordinate all aspects of risk



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         management in relation to the service deliverables, including close liaison
         with both the Customer and the heads of the wider business units in relation
         to risk management.

3.5.     Environmental Management

3.5.1.   DfT is committed to running its estates in a way which respects and
         minimises the use of finite natural resources, minimise pollution and
         continually improve environmental performance. Responsible and effective
         energy, water, waste, travel and biodiversity management are recognised as
         the key building blocks in achieving this. The Contractor shall take account of,
         and comply with, the Customer‟s Environmental policies and Sustainable
         Development Action Plans provided in the Data Packs (Information redacted)
         which sets out the Customer‟s aims and objectives for greening its operations
         in line with the Sustainable Development in Government framework and any
         future environmental plans put in place by DEFRA or other lead Departments.

3.5.2.   The Contractor shall conform with and supply records for the Customer‟s
         Environmental Management Systems (EMS‟s), and shall implement systems
         which are based on, or modelled upon, a recognised standard (such as ISO
         14001 or Eco-Management and Audit Scheme (EMAS)). The Contractor shall
         support extensions in scope to the customer‟s Environmental Management
         System. The current scope is detailed in the data packs. (Information
         redacted)   Where applicable the Contractor will input relevant data and
         download reports for the Customer(s).

3.5.3.   The Contractor shall be responsible for taking monthly meter readings and
         shall take cognisance of any Government initiatives in the management of
         energy, in order to best advise the Customer on any new initiatives that may
         beneficially impact the Customer‟s current strategy. The Contractor will be
         given access to energy and water invoices and consumption reports for the
         entire Customers Estate(s) in order to advise the Customer(s) on any new
         initiatives that may beneficially impact the Customer‟s current strategy. The
         Customer(s) will expect innovation in energy, water, waste and biodiversity
         management, as new approaches to the problems become available, and as
         government policy changes. The Contractor shall liaise with the Customer‟s
         environmental representatives in relation to these matters. (refer to data
         packs for applicable premises). (Information redacted).

3.5.4.   The Contractor shall produce an annual plan detailing the most cost effective
         route for the Customer(s) to meet the relevant Government targets and
         mandates, including the “Sustainable Operations on the Government Estate”
         and “Sustainable Development in Government (SDiG)” targets. The plan(s),
         which will include whole life costs and payback periods, should be made
         available in July each year.

3.5.5.   The Contractor shall ensure effective management of energy consumption,
         including payment of utility bills to the appropriate supplier(s) which will be
         dealt with on a pass through basis. All invoices shall be checked and certified
         as correct prior to payment. No payment shall be made on invoices showing
         estimated readings. (Not currently required)

3.5.6.   The Contractor shall closely observe the operating characteristics of the
         services and all areas of the estate(s). From these observations, and if


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         necessary in consultation with the Customer(s) the Contractor shall take
         action to adjust and correct services and space conditions so as to at all times
         ensure the whole estate operates with the least possible waste of resources
         and while maintaining the comfort of building users. This includes the
         optimisation of Building Management Systems where they exist. The
         Contractor shall respond to trends in energy usage as supplied by the
         Customer‟s Energy Bureau(s). The Contractor shall implement an
         environmental management service which shall monitor performance and
         provide the necessary environmental records to allow the Customer(s) to
         demonstrate compliance with environmental legislation. All records shall be
         logged within the Computer Aided Facilities Management (CAFM) system.

3.5.7.   During the mobilisation period the Contractor shall agree with the Customer
         an energy baseline for each individual site. An „operate below baseline‟
         performance measure will then apply which will be dependant on interference
         factors ie. FTE changes, weather correction and DfT changing initiatives.

3.5.8.   The Contractor shall be required to provide advice on, and react to
         unacceptable air quality in individual offices or rooms, and unacceptable
         human comfort levels as they arise (temperature control). The Contractor
         shall note all Health and Safety matters in this respect.

3.5.9.   The Contractor shall arrange for the annual production of a Display Energy
         Certificate (DEC) and the development of the accompanying Advisory Report
         where required by legislation for the Customer‟s premises.

3.6.     Business Continuity Planning

3.6.1.   The Customer(s) requires the provision of professional advice in relation to
         Business Continuity Planning. This advice will be of a practical nature and will
         relate to the ongoing provision of services at the premises.

3.6.2.   The Contractor shall implement a Business Continuity Plan to ensure
         continuous delivery of Facilities Management Services at the Customer‟s
         premises in the event of Contractor‟s IT systems failure or temporary closure
         of the Contractor‟s own premises.

3.6.3.   The Contractor shall support the Customer‟s Business Continuity planning by
         offering practical advice on issues such as the safe evacuation of the
         premises during an emergency, the operation of emergency systems (such as
         standby power generation etc), as required. The Contractor shall ensure that
         all Contractor staff are aware of the protocols to be used in case of an
         emergency, and shall participate fully in the implementation of the Customer‟s
         emergency management procedures The Contractor shall be proactive in
         identifying areas of potential risk or proposing any changes to the operation of
         emergency procedures and reporting these to the Customer(s).

3.6.4.   The Contractor shall liaise with the Customer(s) to ensure that he is fully
         cognisant at all times of the Customer‟s emergency procedures. The
         Contractor shall seek ways to improve and enhance such procedures in
         partnership with the Customer(s).




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3.6.5.   The Contractor shall support the Customer(s) in managing the
         implementation of the business continuity plan. This plan will include but not
         be limited to:

                responses to all potential emergencies,
                actions and execution of contingency plans for each of the Customer
                 business units (refer to data packs for applicable premises)
                 (Information redacted)
                Compliance with legal requirements
                Maintaining business continuity during building works.



4.       HELPDESK AND CAFM

4.1.     Helpdesk and CAFM

4.1.1.   The Customer requires the Contractor to provide, within the CAFM system, a
         professionally managed, high quality Helpdesk service. The Contractor shall
         provide the Customer(s) with access to a fully staffed, supervised Help Desk
         for all FM related service enquiries and reporting 24 hours per day, 365 days
         per year. The Helpdesk must be capable of ensuring continued service
         delivery for all Services under the Contractor‟s control at all times. (refer to
         data packs for operational hours of different property types)

4.1.2.   All calls to the helpdesk shall be answered, in person, within thirty seconds.

4.1.3.   The Helpdesk shall be the responsibility of the Contractor and all calls shall
         be logged on the CAFM system. The CAFM system shall form the central
         focus for all proactive and reactive service provision. The response and
         rectification periods required by the Customer are outlined below. The CAFM
         system shall be capable of being accessed electronically via the Customer(s)
         internal network(s).

4.1.4.   The response times for activities managed through the helpdesk for all
         services shall be as follows:




              Priority             Description                   Response times

                          Matters giving rise to an Respond within one hour and
                          immediate health and safety institute an interim solution
                          or security risk            within two hours of
                                                      notification to or detection by
                 A                                    the Contractor. Permanent
                                                      solutions to health, safety
                                                      and security issues to be
                                                      achieved within 24 hours of
                                                      notification.




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            Priority              Description                  Response times

                         Matters that prevent or         Respond and implement at
                         severely     restrict the       least an interim solution
                         Customer from conducting        within     three    hours      of
                         normal operations               notification to or detection by
                B
                                                         the Contractor. Permanent
                                                         rectification to be achieved
                                                         within two working days of
                                                         notification.
                         Matters that impinge upon       Respond and implement at
                         the proper working of the       least an interim solution
                         facilities in relation to all   within six hours of notification
                         users                           to or detection by the
                C
                                                         Contractor. Permanent
                                                         rectification to be achieved
                                                         within four working days of
                                                         notification
                         Matters of a routine nature     Respond within two working
                                                         days of notification to or
                D                                        detection by the Contractor.
                                                         Permanent rectification
                                                         within five working days
                         Change or cosmetic requests     Schedule and agree
                                                         timetable for completion
                E
                                                         within five working days of
                                                         request


         In relation to reactive activities that result in a repair which cannot be
         completed due to lead times of replacement parts or the need for Customer
         sanction of costs, the Contractor shall create a measure within the CAFM
         system which allows the suspension of any activity under this scenario. The
         Contractor shall agree in advance with the Customer(s) the exact criteria for
         suspension.

4.1.5.   The Helpdesk shall accept requests from all Customers‟ staff by telephone or
         email, reporting a fault to or the need for any service defined in this
         Specification. Each call shall be allocated a unique number. The Contractor
         shall be able to keep the caller abreast of call developments and may consult
         the caller to ascertain the degree to which they wish to be updated. An update
         must be produced when requested.

4.1.6.   Out of scope calls will be accepted and passed to the appropriate
         Company/Supplier.

4.1.7.   Service requests of any nature must be acknowledged within fifteen minutes
         and the caller informed of the action to be taken.

4.1.8.   The Customer requires the Contractor to ensure that Helpdesk staff remain
         fully informed as to the status of calls to the Helpdesk and of Works managed
         through the CAFM and that they ensure that customers are also kept
         informed of the progress of requests as appropriate.


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4.1.9.    The Helpdesk shall operate as both a strategic management and quality
          monitoring tool and shall also be the focus for all day-to-day operational
          activities across all aspects of the Facilities Management Services.

4.1.10.   The Contractor shall provide appropriate personnel to ensure that the
          Helpdesk can operate within the requested performance parameters
          contained within this Specification. All personnel manning the Helpdesk,
          irrespective of the time of day, shall be capable of handling all service
          requests across all managed services. The Contractor shall provide all
          Helpdesk personnel with documented training, to include but not limited to:

                Extensive training on the CAFM package
                Customer Service skills
                Service Call Management
                Listening Skills
                Escalation Procedures
                Customer Emergency procedures
                Training in respect of all operational areas of the Customer‟s premises

4.1.11.   The Contractor shall work with the Customer(s) to promote the benefits of the
          Helpdesk across the Customer‟s staff on a continuous basis.

4.1.12.   The Contractor shall ensure that the CAFM system is updated on a weekly
          basis with all necessary procedural and emergency contact information.

4.1.13.   The Contractor shall identify all calls by service type (reactive, new work
          request, information request, ad-hoc request etc.) in order to effectively flow
          the information into management information.

4.2.      Room Booking / Lettings Management

4.2.1.    The Contractor shall ensure that the meeting, conference room portfolio and
          Community Lettings, as advised by the Customer(s), may be booked and
          managed by the Helpdesk to optimise as far as is practicable the use of
          space. The Contractor will be required to interface with the Customer‟s own
          room booking software, where applicable until the expiry of the lease. The
          service shall include the facility to accept electronic bookings and
          confirmations. The Helpdesk shall ensure no double bookings and shall have
          the capability to provide a holistic range of ancillary services such as
          hospitality, room set-up and Audio Visual support. The Contractor shall report
          trends on meeting room utilisation and Lettings usage and income to the
          Customer(s). (refer to data packs for applicable premises) (Information
          redacted)



4.3.      Car Park Booking

4.3.1.    The Contractor shall ensure that management of car parking spaces
          complies, at all times, with the Customer‟s policies for car parking usage. (see
          section 6.2.4)




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4.4.     CAFM

4.4.1.   It is anticipated that a Computer Aided Facilities Management system shall
         form the central focus for all proactive and reactive service provision. The
         CAFM system shall be capable of being accessed electronically via the
         Customer(s) Intranet. The Customer(s) shall be provided with access to the
         CAFM system.

4.4.2.   The CAFM System shall be sufficiently flexible to allow assets to be cross-
         referenced at different levels. This allows greater capability in identifying
         particular assets, systems or sections of Services within any given site,
         building or floor within a building. Given this capability, equipment or Services,
         which are programmed for maintenance or require attention due to
         malfunction, shall be clearly identified on job sheets with respect to type of
         plant and accurate location. The Contractor shall ensure this capability.

4.4.3.   It is a requirement that the Contractor shall produce and maintain a contract
         fixed asset register (resulting from condition survey). This shall be provided to
         the Customer(s) who shall retain all of the rights to the information both
         physically and intellectually. The asset register shall be compiled from
         location surveys and O&M manuals and all asset details entered into the
         CAFM system on site.

4.4.4.   Assets, each of which will be individually numbered will be capable of being
         identified in two hierarchical structures, one system based, the other
         geographically based.

          SYSTEM BASED HIERARCHY                   GEOGRAPHY BASED HIERARCHY

          • System; e.g. - Heating System          Site;          e.g. 1 High Street

          • System; e.g. - Boiler Plant            Building;      e.g. South Wing

          • System; e.g. - Shunt Pump              Floor;         e.g. Ground

          • System; e.g. - Motor                   Room/Area      e.g. Boiler Room

4.4.5.   The system must be sufficiently flexible to allow these two hierarchies to be
         cross-referenced at different levels. This allows greater capability in
         identifying particular assets, systems or sections of services within any given
         site, building or floor within a building. Given this capability, equipment or
         services, which are programmed for maintenance or require attention due to
         malfunction, can be clearly identified on job sheets with respect to type of
         plant and accurate location.

4.4.6.   All managerial, quality monitoring, PPM tasks and reactive activities shall be
         managed, executed and monitored through the CAFM system.

4.4.7.   The Contractor shall provide the necessary resources to maintain extend and
         enhance both the quality and the depth of the information held on the system
         to the mutual benefit of both itself and the Customer(s). The Contractor shall
         ensure that the history of assets is captured by the system and shall achieve
         this by accurate data entry with regard to work orders, certification and
         appropriate management of the CAFM System.


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4.4.8.    Beyond this, the Customer(s) wishes to capture maintenance costs, both for
          direct labour and for sub-contract labour, in addition to materials costs for
          each asset. The Contractor shall use the CAFM System to capture other
          material and sub-contract costs.

4.4.9.    The Contractor may note that the Customer(s) will determine, in part, the
          Contractor‟s performance by regularly and routinely querying the data held
          and it is in the interests of the Contractor to ensure the feedback information
          associated with its activities is promptly and accurately entered into the
          system. It is the Contractor‟s responsibility to regularly feed updated
          information into CAFM System regarding the completion of tasks or otherwise
          including statutory compliance information and appropriate certification.

4.4.10.   Given the strategic and operational importance of the CAFM System the
          Contractor shall need to work closely with the Customer(s) whilst undertaking
          Contract Mobilisation, in order to achieve the transparency of Facilities
          Management information that is a base of the understanding of this
          Specification. The Contractor shall ensure that the requirements for full
          access to Contractor‟s records are achieved. The Customer(s) shall accept
          nothing less than full transparency of Facilities Management information, for
          ongoing audit/information purposes.

4.4.11.   The Contractor shall recognise the Customer‟s ownership of all data used or
          generated in the delivery of the Facilities Management services, at the
          Contract completion. At the end of the contract the Contractor shall migrate all
          data to Customer(s) in a structured and agreed format to enable it to be
          uploaded onto another CAFM system.

5.        HARD FACILITIES MANAGEMENT SERVICES

          The Hard Facilities Management Services provision shall consist of (but not
                       be limited to) the following:

                Planned Preventative and Reactive Maintenance to include (but not
                 be limited to) the following:
                 -     Fabric Maintenance
                 -     M & E Maintenance
                 -     Re-Lamping
                 -     Emergency Lighting
                 -     Fire Detection and Fighting Systems
                 -     Lifts, Hoists and Conveyance Systems
                 -     Security, Access and Intruder Systems and Safety Film
                 -     Standby Power Systems
                 -     AV Equipment Maintenance
                 -     Cabling Infrastructure
                 -     Control of asbestos
                 -     Communications Infrastructure Mast and Towers
                Grounds Maintenance
                Water Hygiene
                Statutory Inspections (including DDA)
                Portable Appliance Testing
                Building Management System
                Locksmith Services



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                 Clocks
                 Signage

5.1.       Planned Preventative Maintenance Regime

5.1.1      General Requirements

5.1.1.1.   The Contractor shall operate and maintain the fixed and installed assets, in
           accordance with SFG20, with the objective of:

                 Providing a safe working environment for building users.
                 Maximising the useful life span of the building, plant and equipment.
                 Enabling building users to effectively discharge their business
                  functions.
                 Ensuring efficient and cost-effective use of those assets.
                 Demonstrating compliance with Government and Customer policy and
                  guidance on environmental issues.
                 Ensuring assets make efficient use of fuel and other natural resources
                 Identifying opportunities to reduce the carbon footprint of the estate in
                  accordance with Government and Customer policies.
                 Identifying when an asset is more economical to replace based on
                  whole life cost.

5.1.1.2.   The Contractor shall provide a professionally managed, high quality Planned
           Preventative Maintenance service in accordance with a system and
           programme of building fabric and M&E maintenance. This service shall take
           cognisance of the asset registers, all relevant lease obligations and existing
           warranty and defects periods. Planned Preventative Maintenance tasks shall
           be generated by the PPM system annually, in advance, and agreed with the
           Customer(s) 2 months in advance of undertaking. The contractor shall take
           account of differing tenures and the resulting maintenance responsibilities in
           preparing and managing the PPM obligations.

5.1.1.3.   The Contractor shall ensure that all materials purchased by the Contractor on
           behalf of the Customer or for the use on the Customer‟s contract are required
           to meet or exceed the „Government Buying Standards‟

5.1.1.4.   The Contractor shall ensure all waste generated during maintenance regime
           is recorded and classed as the Contractor‟s waste and be disposed of
           responsibly by the Contractor.

5.1.2.     Contract Mobilisation

5.1.2.1.   The Customer requires the Contractor, whilst undertaking the Contract
           Mobilisation, to carry out a detailed verification of the plant, equipment and
           fabric described in the existing asset registers/Data Pack.(Information
           redacted) Each asset will be given a unique Asset Number, either as a bar
           code, which can be read electronically, or with a tag label.

5.1.2.2.   It is the responsibility of the Contractor during the period of Contract
           Mobilisation, as detailed in the General Conditions of Contract to provide an
           exception report for the asset register and other information provided by the
           Customer(s) prior to the Commencement Date, and thereafter ensure all plant


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             identified is maintained according to all statutory obligations and other
             requirements.

5.1.2.3.     The Contractor shall demonstrate by the provision of the exception report that
             they have fully explored the implications of their advice and can demonstrate
             this.

5.1.2.3.1.   This exception report will be prepared in accordance with the General
             Conditions of Contract and may list the following elements:

                    Item of plant, equipment or fabric.
                    Condition of assets.
                    Total estimated maintenance cost.
                    Risk assessment.

5.2.         Works

             Works are defined as activities whose value exceeds £1,000 exclusive of
             VAT. They fall into two categories:

                    Activities included in the Forward Maintenance Register, (refer to
                     5.2.1),

              and

                    Activities not included in the Forward Maintenance Register, but which
                     are identified by the Contractor or are identified by the Customer(s),
                     through the Customer‟s ad hoc requests for additional works
                     (“unplanned and new works” refer to 5.2.2). The Contractor shall
                     ensure that these unplanned and new works are not already
                     scheduled within the Forward Maintenance Register e.g. in later years
                     and must identify the most cognitive and cost effective method having
                     regard to the FMR against priority.

5.2.1.       Forward Maintenance Register

5.2.1.1.     The Customer is taking a longer-term view of their built and installed assets
             and their approach is to have a rolling 10 Year Forward Maintenance
             Register. The Customer‟s current Forward Maintenance Registers are
             included within the Data Packs. (Information redacted) The Contractor shall
             review the current Forward Maintenance Registers during the period of
             Contract Mobilisation and shall make any necessary recommendations to the
             Customer(s) for amendments to this programme as appropriate.

5.2.1.2.     Following Commencement of Full Operations, the Contractor shall present
             the Customer(s) with an updated Forward Maintenance Register. The
             Customer and the Contractor shall continually review and agree this Forward
             Maintenance Register.

5.2.1.3.     The Forward Maintenance Register shall prioritise work and provide indicative
             costs for each Works item. These costs shall detail years one to five
             individually and provide a summary cost for years six to ten and include
             photographic references, link to annual condition surveys and take account of



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           differing tenures and maintenance responsibilities. Fixed quotations will be
           required before any works are to commence.

5.2.1.4.   The Contractor shall gain an understanding of the Customer‟s estate strategy
           over the period of Forward Maintenance Register to ensure work is correctly
           prioritised. The Contractor shall clearly document and help define those sites
           which are categorised as the worst twenty on the estate in terms of building
           fabric as well as the worst twenty energy performing properties and make
           costed recommendations for improvements where appropriate.

5.2.1.5.   The Contractor shall ensure that the programme takes full cognisance of
           operational maintenance issues and that the Forward Maintenance Register
           compliments day-to-day activities. The Contractor shall demonstrate how
           these can be scheduled to obtain best value for the Customer both through
           their timing and implementation.

5.2.1.6.   All Works up to a total inclusive value of £10,000 exclusive of VAT (including
           labour, materials, profit, overheads and any other relevant costs) which
           appear on the Forward Maintenance Register(s) shall be executed by the
           Contractor once agreed and approved by the Customer(s). These works will
           be in addition to the annual contract price.

5.2.1.7.   The Contractor shall carry out Condition Surveys at intervals proposed in the
           tender. The surveys and reports on the current condition of a property or
           asset will inform the Forward Maintenance Register and identify priority works
           programmes to be completed including estimates of costs and priorities to
           bring the property or asset to an agreeable acceptable standard, optimum
           timing of maintenance and repairs, statutory obligations (including DDA),
           Health and Safety issues/risks and whole life costs. The costs of these
           surveys will be included in the annual contract price.

5.2.1.8.   The Contractor shall present the Customer(s) with an annual schedule of
           Condition Surveys to be carried out within the first two months of the contract.

5.2.2.     Unplanned and new works

5.2.2.1.   Unplanned and new works identified by the Contractor shall be notified to the
           Customer(s) by the Contractor as soon as the Contractor becomes aware of
           them. Unplanned and new works which are generated by request of the
           Customer shall be notified by the Customer to the Contractor. All these Works
           shall be added to the Forward Maintenance Register and the programme
           reviewed jointly by the Contractor and the Customer(s).

5.2.2.2.   All unplanned and new works, up to a total inclusive value of £10,000
           excluding VAT (including labour, materials, profit, overheads and any other
           relevant costs), which are added to the Forward Maintenance Register shall
           be executed by the Contractor once approval has been gained from the
           Customer. Fixed quotations will be required before any works are to
           commence. These works will be in addition to the annual contract price.

5.2.2.3.   The Contractor may be invited to appropriately specify, procure (in line with
           DSA procurement policies), project manage and provide technical evaluation
           (but not execute) on behalf of the Customer, works over a total inclusive value
           of £10,000 excluding VAT (whether planned or unplanned). The Customer


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           reserves the right to decide whether or not to offer the Contractor such
           opportunities.

5.2.2.4.   The threshold of £10,000 excluding VAT may be reviewed periodically by the
           Customer(s) and may be subject to amendment on a case-by-case or on a
           universal basis.

5.2.2.5.   The Contractor shall propose and agree with the Customer(s) a methodology
           which states clearly and unequivocally how they shall:

                   Execute Works up to the value of £10,000 excluding VAT whilst
                    satisfying the Customer‟s need for transparency, competition,
                    demonstration of value for money procurement and partnership.

                   Specify, procure and manage Works on behalf of the Customer over
                    the value of £10,000 excluding VAT, whilst satisfying the Customer‟s
                    need for transparency, competition, demonstration of value for money
                    procurement and partnership.

5.2.2.6.   The Contractor shall recognise that the Customer‟s requirements for
           transparency, propriety, regularity, competition, demonstration of value for
           money, procurement and partnership must be satisfied. The Contractor shall
           take cognisance of the Office of Government Commerce (OGC) suite of
           guidance in this field (particularly the Achieving Excellence Procurement
           Guides) when making proposals. All submissions for works shall be subject to
           the provision of a strategic business case justification.

5.2.2.7.   The Contractor shall maintain accurate asset registers following the
           completion of all works

5.2.3      Dilapidations

5.2.3.1    The Contractor will upon instruction provide comprehensive and timely advice
           in respect of dilapidations liability (interim or terminal and for budgetary
           purposes) through a two stage process.

                   Initial Review; the Contractor shall consider and review lease
                    obligations, visit site prior to lease expiry and, with photographic
                    evidence, produce a dilapidations report with repairing obligations,
                    costs and tactical assessment

                   Financial works/settlement; the Contractor shall negotiate, if a
                    dilapidations claim is presented, to recommended settlement. The
                    Contractor shall report to the Customer(s) on progress, salient issues,
                    revised obligations and cost schedules. Timing of planned expenditure
                    to be detailed by month and year. A diminution of value of reversion
                    will be provided if it is considered necessary by the Customer.

5.2.3.2     Advice under both stages will take full account of the Customer‟s best
           interests, the statutory position, condition of the premises, the likely future use
           of the property, the condition of the building, the tactical position and the
           Customer‟s financial position.




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5.2.3.3    A lump sum ceiling fee shall be provided for each case utilising the hourly rate
           submitted within the pricing schedule. The staff member to provide this
           service shall be able to demonstrate the appropriate qualification and years of
           relevant experience.

5.2.3.4    The cost for this service shall be dealt with on a pass through basis.


5.2.4      Additional Surveys and Reports

5.2.4.1    Throughout the term of the contract, the Contractor will, upon instruction, be
           required to carry out various surveys and reports that shall include (but not be
           limited to) the following:

                 Pre-acquisition surveys
                 Feasibility Studies
                 Energy Performance Certificates
                 Overseeing of Developer/Landlord works


5.3.       Reactive Repairs and Maintenance

5.3.1.     Reactive Maintenance

5.3.1.1.   The Contractor shall provide a professionally managed service, for reactive
           repairs and maintenance 24 hours per day, 365 days per year. It is
           anticipated that this service will be managed through the CAFM system. All
           reactive repairs and maintenance up to a value of £1,000 excluding VAT
           (including labour, materials, profit, overheads and any other relevant costs)
           shall be carried out within the Contractor‟s Lump Sum Price

5.3.1.2.   With the exception of emergencies, no works with a value in excess of £1000
           excluding VAT to be undertaken without the prior agreement of the Customer.

5.3.1.3.   The Helpdesk element of the CAFM system shall be the sole focus of reactive
           maintenance activities.

5.3.1.4.   It is essential that all maintenance staff working on behalf of the Contractor
           involve themselves fully in the identification of faults. The inherent skills of the
           Contractor‟s staff shall ensure the timely identification and rectification of
           faults. Both faults identified by Customer and Contractor‟s staff must be
           logged through the CAFM system for quality analysis. Each and every
           reactive service request must have an associated history, including
           completion date and time, within the Helpdesk system.

5.3.1.5.   The Contractor shall be responsible for meeting minimum response times
           contained within this Specification to ensure that all reactive tasks are carried
           out as outlined, so that any reactive repairs are completed with the least
           inconvenience or disruption to the business of the Customer(s).

5.3.1.6.   The Contractor shall at all times ensure that sufficient competent,
           appropriately trained staff are deployed to cater for the spectrum of planned
           and unplanned demands on the maintenance services. The Contractor shall


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           ensure that only appropriately trained personnel are dispatched to reactive
           activities. Where interface with electrical, mechanical or medium to high
           temperature hot water systems are involved, documented training schemes
           must be in evidence.

5.3.1.7.   With particular cognisance to reactive lamping, the Contractor must ensure
           that where a Handyman is utilised to fulfil these activities, documented
           accredited training schemes have been implemented ahead of systems
           interface. It is the responsibility of the Contractor to ensure that all statutory
           Health and Safety requirements are met in respect of maintenance Works
           and inspections. The Contractor shall inform the Customer, in the first
           instance of any and all breaches of these regulations together with a
           programme for rectification and measures to safeguard against a repeat.

5.3.1.8.   The Contractor shall maintain accurate asset registers following the
           completion of all reactive repairs and maintenance.

5.3.2.     Handyman Service
           (refer to data packs for applicable premises) (Information redacted)

5.3.2.1.   The Contractor shall provide an adaptable and responsive handyman service
           to the premises during Core Service Hours, as part of the Lump Sum Price.
           Any personnel who execute tasks of this nature shall be adequately trained
           and experienced for the work to be carried out. The Contractor shall ensure
           that his personnel are not exposed to danger due to a skills shortage. The
           handyman service shall have training and experience in the wide range of
           maintenance and repair requests that are likely to be demanded of this
           Service and the Contractor shall be satisfied of the ability of his personnel to
           carry out duties professionally.

5.3.2.2.   With sole contact being made through and monitored by the Helpdesk, the
           handyman service shall be available to deal with general small repairs and
           decoration on a planned, reactive or ad hoc basis. Tasks likely to fall within
           the remit of the Handyman service include but are not limited to: Minor M&E
           tasks, picture hanging, shelf hanging, carpet issues, movement of boxes and
           small-scale furniture movement.

5.3.2.3.   The Customer welcomes proposals which maximise the handyman service to
           complement all other aspects of his work force. The Contractor may be
           required to demonstrate the validity and maximum usage of the Service, and
           continuously seek to drive down costs associated with the Service through
           multi-tasking and re-deployment on a daily basis.

5.4.       Spares and Consumables

5.4.1.     The Contractor shall include and provide in their pricing for all consumable
           items which are required to satisfactorily maintain the Services included but
           not limited to the following:

                 Lubricating oils and greases
                 Jointing compounds and materials
                 Gaskets, seals and washers
                 Bolts, screws and plugs
                 Cable, conduit and trunking


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               Pipe brackets and supports
               Corrosion inhibitors, scale inhibitors and antifreeze chemicals
               Disposable test equipment items
               All paints for general repainting of plant, anti-corrosion and colour
                coding
               Cleansing, degreasing and anti-corrosion fluids and materials
               Descaling acids and neutralisers
               General cleaning equipment and materials
               MCB‟s
               Fuses, wire and HRC‟s
               Cable clips, connectors and grommets
               General purpose mastics
               Electrical contact cleaners
               Refrigerant gases
               Panel lamps
               Lamps
               Belts
               Filters

5.4.2.   All spare parts and consumable items that are required to be applied as part
         of the contract shall be of the same quality and type as provided for the
         original installation. Spare components shall be of the same manufacturer as
         the equipment being serviced wherever possible. All replacements shall be
         made considering the needs of the Government, Environmental and
         Sustainability Policies.

5.4.3.   The Contractor shall be responsible for the safekeeping and storage of any
         materials that may be directly delivered to the Site and for items removed for
         disposal.

5.5.     Financial Threshold Liability

5.5.1.   The Contractor shall provide an annual lump sum cost for both planned and
         reactive maintenance services inclusive of the labour and parts for each
         equipment repair or replacement up to a maximum financial threshold liability
         value of £1,000 excluding VAT per part or repair.

5.5.2.   The Contractor shall supply and install all parts associated with planned and
         reactive maintenance services as described above. The Contractor shall be
         responsible for the supply of all consumables at their own cost. Where during
         the course of any of the planned or reactive services there is a need to
         provide parts the following financial limit shall apply:

5.5.3.   Replacement or repair of any required parts for Customer equipment shall be
         provided where required. These will be provided at the Contractor‟s cost up to
         the value of £1,000 excluding VAT per repair but inclusive of all labour and
         materials / parts. For any task costing in excess of £1,000 excluding VAT but
         inclusive of all labour materials and parts, the Customer shall be invoiced for
         the amount over £1,000 only.

5.5.4.   The Contractor shall utilise any Customer parts supplier agreements where
         appropriate. The Contractor shall receive in full the negotiated discounts
         applied against current trade price levels.


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5.5.5.     Contractors will also maximise the benefits of their own buying power supply
           agreements to offer the most advantageous commercial position to the
           Customer(s).

5.5.6.     The Contractor shall source components at the most cost effective terms and
           in recognition of quality and delivery time requirements. The use of
           refurbished parts and components shall be avoided unless by agreement with
           the Customer or as required in order to achieve required return to service
           times.

5.5.7.     The Contractor shall not undertake the repair or replacement of any individual
           asset or any individual reactive maintenance task with a value over and
           above the financial threshold limit of £1,000 excluding VAT without agreement
           and confirmation from the Customer. In the event that critical or emergency
           works are required to mitigate health and safety or business continuity risks
           then the Contractor may proceed with emergency works, however the
           Contractor shall seek formal approval from the Customer and shall keep the
           Customer advised at all times on the status, technical and financial, of the
           task.

5.6.       Exclusions

           The following exclusions to this contract will apply. Work falling into this
           category will be charged on a monthly basis as an extra to contract subject to
           review and agreement in the monthly contract performance meeting:

                 Equipment beyond economic repair (as defined below)
                 Misuse, abuse and operator error (as defined below)
                 Access denied (at reasonable times). Contractor to note that Test
                  Centres, Remote Radio Sites, Sector Bases and Coastguard Rescue
                  Team Locations may not be manned and therefore an appointment
                  may need to be made, having to wait will not classify as denied
                  Access.
                 Customer specified service level enhancement
                 Abuse of asset
                 Fire, leaks, act of god, storm damage
                 Building user and Customer vandalism
                 Quoted works for improvement or alteration
                 Loss of power from Utility Supplier
                 Labour and materials / parts for planned and reactive maintenance
                  tasks for repairs and equipment replacement over and above the
                  limited risk financial threshold value of £1,000 per any individual task.

5.6.1      Replacement of Customer Asset

5.6.1.1.   Where Customer asset is beyond its economic life it will be replaced at the
           Customer‟s cost. The Contractor shall advise the Customer where in his
           opinion a Customer asset is beyond economical maintenance and repair, and
           are likely to cause ongoing unplanned downtime or pose potential Health and
           Safety risks or excess environmental impact. Where replacement has been
           identified the Contractor shall assist the Customer in determining suitable
           replacement option taking into account operational use, capital cost and
           required life factor. The Customer will be the final arbiter on whether an asset


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           is beyond its economic life but will act reasonably in reaching such decisions
           taking in to account the following:

                 If the projected cost of the repair exceeds the cost of replacing the
                  asset.
                 If the part(s) required to repair the asset are no longer available.

5.6.2      Misuse, Abuse and Operator Error

5.6.2.1.   The following exclusions to this contract will apply. Work falling into this
           category will be charged on a monthly basis as an extra to contract subject to
           review and agreement in the monthly contract performance meeting:

                Damage due to rough or misuse.
                Not following manufacturer‟s guidelines for use.
                Not following Customer‟s operations procedural standards.
            NB. Misuse, abuse and operator error by Contractor would not constitute an
            exclusion to this contract.

5.6.2.2.   Below are examples of the three main categories above:-

                 Water damage as a consequence of vandalism
                 Incorrect use.
                 Other unapproved suppliers repairing asset
                 Water or cleaning fluid damage due to incorrect cleaning procedures
                  by others
                 Damage or failure due to electrical supplies being interrupted or
                  altered by supply authorities or supplier
                 Damage or failure if due to continued use after fault has been
                  diagnosed and Customer advised not to use asset.

5.7.       Planned Preventative and Reactive Maintenance Service Elements

5.7.1.     Fabric Maintenance

5.7.1.1.   The Contractor shall provide a professionally managed, high quality Planned
           Preventative Fabric Maintenance service in accordance with a system and
           programme of building fabric maintenance. This programme shall take
           cognisance of the asset registers and all relevant lease obligations.

5.7.1.2.   Day-to-day repairs to the internal and external fabric shall be carried out in
           accordance with the terms and conditions of the contract. Notification of the
           day-to-day repairs must be transmitted via the site-based CAFM system to
           the Contract Manager or his nominated deputy and allocated by him to the
           appropriate tradesmen. The Task Sheet shall clearly identify the asset type,
           location and work required. The Customer management shall agree access
           arrangements for restricted areas in order to avoid any interruption to
           business.

5.7.2.     M&E Maintenance

5.7.2.1.   The Customer requires a professionally managed, high quality M&E
           maintenance service which, through a regular and organised scheme ensures



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           the maintenance and operation of all items of plant and equipment within the
           premises in accordance with the Customer‟s requirements. The Contractor
           shall ensure the successful operation and optimum condition of all of the
           Customer‟s mechanical, electrical, plumbing and drainage systems. The
           Contractor shall ensure they are maintained at optimum performance in
           accordance with manufacturers‟ and installers‟ recommendations and
           statutory obligations. The plant and systems to be maintained are listed within
           the asset registers within the Data Pack. (Information redacted)

5.7.2.2.   An annual maintenance regime shall be implemented in such a way as to fully
           meet the maintenance requirements specified by the manufacturers, CIBSE /
           HVCA and other professional bodies. The overriding responsibility of the
           Contractor shall be to ensure that the Maintenance Services to the built and
           installed assets within the premises are delivered as required for the duration
           of the contract.

5.7.2.3.   The Contractor shall provide/review the current PPM schedule during the
           period of Contract Mobilisation. The Contractor shall ensure the maintenance
           and operation of the built and installed assets within the premises for the
           duration of the Contract.

5.7.2.4.   Information on the specific built and installed assets, in the form of reports
           and surveys has been included within the Data Pack. (Information redacted)
           This information is given to the Contractor to assist them in preparing a
           relevant and competitive bid, but in no way limits the overall responsibility in
           this Contract. The Contractor shall satisfy himself as to the accuracy of the
           information provided.

5.7.2.5.   It is a fundamental requirement of this Specification that the Contractor takes
           cognisance of the intimate relationship between operational elements and
           those elements of life cycle management. The Customer requires a
           demonstration through appropriate methodologies, that the Contractor shall
           implement a holistic annual PPM schedule to maximise the life of all built and
           installed assets.

5.7.2.6.   Notification of the planned maintenance must be transmitted via the site-
           based CAFM system to the Contract Manager or his nominated deputy and
           allocated by him to the appropriate tradesmen. The Task Sheet shall clearly
           identify the asset type, location and work required. The Customer
           management shall agree access arrangements for restricted areas in order to
           avoid any interruption to business. (NOTE: Contractor will need to liaise with
           the Customers staff to ensure access is available. Test Centres and other
           sites may not be manned for extended periods throughout the and access will
           need to be arranged in advance.

5.7.2.7.   All PPM activities shall be carried out within 72 hours of scheduled date.

5.7.2.8.   The Contractor shall monitor the services so that operating conditions can be
           maintained and the quality of service provision can be recorded. The
           Contractor shall be responsible for establishing/maintaining the necessary
           systems including the use of the CAFM to log and record responses to
           problems as they occur as well as recording performance of equipment,
           systems and personnel.



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5.7.2.9.   Any further developments with regard to task planning shall take full account
           of and comply with where appropriate.

                 Original Equipment Manufacturer‟s Recommendations
                 Heating and Ventilating Contractors‟ Association Standard
                  Maintenance Specification, Vol‟s I – V
                 Chartered Institute of Building Services Engineers guidelines
                 Building Research Establishment Conservation Support Unit
                 BSRIA
                 DEFRA (Sustainable Development Unit)
                 All other relevant statutory regulations and requirements not
                  specifically mentioned above

           Special note shall be made of specific warranty period maintenance
           requirements.

5.7.3.     Re-Lamping
           DfT do not currently have a re-lamping regime. The Contractor will be
           expected to propose a suitable and economically advantageous routine within
           the first year of operation of this contract. The Customer(s) may or may not
           choose to implement.

5.7.3.1.   The Contractor shall adopt an organised approach to re-lamping across the
           premises. The Contractor may monitor this service for efficiency with a view
           to achieving the greatest possible reductions in replacement frequency and
           cost. The optimum replacement frequencies for lamps may be determined by
           the Contractor, whilst maintaining the specified lighting levels in accordance
           with targets in accordance with guidance embodied within HS(G) 38 Lighting
           at Work, CIBSE publication LG03, areas for visual display terminals and any
           other relevant legislation.

5.7.3.2.   The Contractor shall take cognisance of the impact that lighting control
           systems have on the life expectancy of lamps. Details of the location of such
           systems within the premises are held in the Data Pack. (Information redacted)
           The Contractor may make proposals for the enhancement and expansion of
           lighting control systems.

5.7.3.3.   Luminaires and light fittings shall be kept in good repair and shall be cleaned
           and maintained to ensure optimum performance.

5.7.3.4.   All lamps and tubes in Prestige Areas (refer to paragraph 6.4.3.3.3 for a
           definition of Prestige Areas), in conference and meeting rooms and all
           emergency lighting shall be fully operational at all times subject to response
           and rectification times.

5.7.3.5.   The control and execution of this service shall be managed entirely by the
           CAFM system in line with the overall PPM regime and subject to the same
           performance standards, whether fulfilled by direct personnel or sub-
           contracted element. All reports and recommendations shall be held centrally
           within the CAFM system. In instances of reactive lamping, the Contractor
           shall take cognisance of the need to ensure electrical safety when replacing
           lamps.




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5.7.3.6.   The Contractor shall dispose of old fluorescent tubes in accordance with
           environmental best practice and any relevant legislation, using the most
           economically advantageous method. Where appropriate, this may mean
           taking advantage of any national or cross-government contracts to which the
           Customer has access.

5.7.4.     Fire Detection and Fighting Systems

5.7.4.1.   All Fire Detection systems must be tested both weekly and in a manner which
           ensures that every available manual call point and automatic fire detection
           device shall be activated through the testing period and cyclically at a
           frequency and at a time to be agreed between the parties in accordance with
           manufacturer‟s and installer‟s guidance and in line with statutory
           requirements. The results shall be logged within each location and centrally
           within the management regime. All abnormal test results shall be acted upon.
           (refer to data packs for applicable premises). Information redacted)

5.7.4.2.   All Fire Fighting Equipment must be tested annually with random discharge of
           extinguishers being affected. All gas systems are to be tested by
           appropriately trained personnel.

5.7.5.     Lifts, Hoists and Conveyance Systems

5.7.5.1.   The Customer requires the provision of a fully comprehensive maintenance
           regime to the lifts, hoists and conveyance systems within the premises. The
           Contractor shall be responsible for meeting minimum response times
           contained within the Performance regime, if there are any problems with the
           system‟s components, items and panels.

5.7.5.2.   The Contractor shall ensure that all necessary information regarding the lifting
           and conveyance system are recorded within the CAFM. The Contractor shall:

                 Act as the Duty holder for the lifts
                 Manage the thorough examination of lifts by an independent
                  competent person, forward reports to customer(s).
                 Keep lift records.
                 Act on any recommendations that cost under £1,000.
                 Inform the Customer of any work required costing over £1,000.
                 Inform the Customer of any lift out of service, the reason why and the
                  time the lift will be back in service.
                 Inform the Customer of any relevant changes to legislation.
                 Ensure that lift cars are taken out of service in the case of dangerous
                  situations
                 Ensure the competency of operatives to carry out the work and train
                  all staff in the rescue and freeing of trapped passengers.
                 Ensuring the availability of replacement parts.
                 Carry out detailed risk assessment for all works.

5.7.6.     Security, Access and Intruder Systems

5.7.6.1.   The Contractor shall maintain the extant CCTV Intruder and Access systems,
           and any new systems put in place, to ensure their proper functioning
           throughout the course of the Contract. It will be the Contractor‟s responsibility



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           alone to ensure the continued functioning of the CCTV, Intruder and Access
           equipment and any failure that leads to a weakness in security is rectified
           within agreed timescale. This requirement is of particular importance at the
           DSA Cardington Training Centre as Contractor is responsible for the total
           security solution. Throughout the rest of the DfT estate the Contractor will be
           responsible for physical access control security or the Access/ Intruder
           System Maintenance and monitoring where applicable.

5.7.6.2.   The Contractor shall liaise with the Customers security representatives and
           any relevant government security equipment specialists over the issues of
           CCTV equipment including these synergistic areas where security provision is
           supplied directly by government personnel. The Customer shall comply with
           current DfT policies and procedures at all times.

5.7.7.     Safety Film

5.7.7.1.   The Contractor shall ensure the integrity of safety film present at the relevant
           premises and shall ensure that no window is unprotected at any time.

5.7.8.     Standby Power Systems Maintenance.

5.7.8.1.   The Contractor is responsible for the maintenance and operation of backup
           generators and uninterrupted power supply equipment. The Contractor shall
           ensure that the backup equipment is available at all times and starts as soon
           as mains power supply is interrupted or disconnected. (refer to data packs for
           applicable premises). (Information redacted).

5.7.8.2.   The Contractor is to liaise with the Customer(s) for the load testing of this
           equipment.

5.7.8.3.   The Contractor is responsible for the accurate records of systems that are
           connected to the generators and UPS systems.

5.7.8.4.   The Contractor is responsible for ensuring that the systems are not
           overloaded and the balance between phases is maintained.

5.7.8.5.   Invoices for fuel shall be dealt with on a pass through basis.

5.7.9.     AV Equipment Maintenance

5.7.9.1.   The Contractor will ensure that any AV equipment (or other equipment) which
           is designed to display or take input from portable media (e.g., video
           recorders) is maintained, replaced or provided with suitable converters such
           that it is compatible with the prevailing standard at all times. The maintenance
           of this is to be on a pass though cost basis. The support required to set up
           and operate equipment is to be priced as part of the support service available
           from the helpdesk. Note: Includes Cinema style equipment at sites detailed in
           the data packs. (Information redacted)

5.7.9.2.   During Contract Mobilisation the Contractor shall provide an annual
           maintenance cost for servicing and maintaining the AV Equipment at certain
           specified properties. The service will include an annual service visit, all
           maintenance and equipment replacement costs (excluding consumables).




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5.7.10.     Cabling Infrastructure

5.7.10.1.   The Contractor shall maintain the existing cabling infrastructure which is
            designated for the transmission of television pictures.

5.7.10.2.   The Contractor shall be responsible for installing additional cabling as
            instructed by the Customer(s). The Contractor shall ensure that all cabling,
            which is installed by the Contractor, is of a suitable specification to guarantee
            continuity of service and picture quality and that this cabling is used
            exclusively for the transmission of television pictures.

5.7.10.3.   The Contractor shall maintain the existing data and voice cabling
            infrastructure. (refer to data packs for applicable premises). (Information
            redacted)

5.7.10.4.   The Contractor shall be responsible for installing additional data and voice
            cabling from patch panel to desk as instructed by the Customer(s). This shall
            be dealt with on a pass through basis.

5.7.11      Control of Asbestos

5.7.11.1    The Contractor shall take the responsibility for developing and maintenance
            of the Customers Asbestos Management plan in accordance with legislation.
            The management plan will detail the location, condition and controls in place
            for any identified asbestos, asbestos products or other deleterious materials
            identified across the Customers Estates.

5.7.11.2    The Contractor shall maintain a schedule of areas within all premises which
            contain asbestos or asbestos based products or other deleterious materials.
            This shall be published and conveyed to all personnel likely to be at risk of
            interfacing with this substance or have an interface with activities which may
            expose them to this substance. The Contractor shall ensure that the process
            of identifying, signing and tagging all areas is kept up to date and that the
            condition of the identified material is monitored in accordance with legislative
            requirements. All identification, tagging, monitoring and removal is to be
            carried out by employing a suitably licensed and competent specialist.

5.7.11.3    The Contractor shall ensure that all activities, irrespective of their level of
            complexity, which are executed within areas identified as having asbestos or
            other deleterious materials, shall be provided with full method statements for
            safe execution of their task.

5.8         Grounds Maintenance

5.8.1       Hard Landscaping Maintenance

5.8.1.1     Hard Landscaping Maintenance includes but shall not be limited to

                  Footways/footpaths/pavements/road surfaces (including road
                   drainage)
                  Courtyard and terrace paving
                  Steps and ramps to entrances
                  Car parking areas
                  Kerbs, edgings and pre-formed channels


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                Fencing, gates and boundaries
                Lighting columns and lit bollards
                External furniture including but not limited to wooden furniture, bicycle
                 shelters, sculptures etc
                Snow and ice clearance
                Road, car park and playground markings

5.8.1.2   The Contractor shall ensure that

                All external hard surfaces are kept safe, clean and tidy
                Planned and reactive maintenance activities maintain areas of hard
                 landscaping safe, free of defects and prevent any dangers or hazards
                 to the Customer or his staff
                Fences, gates and boundaries are maintained and replaced to deter
                 unauthorised access and retain the appearance of well-kept facilities
                All external wooden furniture, bicycle stores and the like are
                 maintained and kept in good repair
                Car and LGV Manoeuvring Areas, need to be free of litter, organic
                 growth or spillages

5.8.1.3   The Contractor shall respond to requests for reactive maintenance placed via
          the Helpdesk. The Contractor shall, additionally, ensure that a pro-active
          approach is taken to maintenance of hard landscaping and shall take
          advantage of the ability of the CAFM to incorporate these activities into a
          planned preventative maintenance regime.

5.8.1.4   The Customer requires the provision of a professionally managed snow and
          ice clearance service to the premises. Where snow or heavy frost is forecast,
          the Contractor shall take reasonable preventative measures to maintain safe
          surfaces for pedestrian and vehicle users. All roads, car parks, pathways,
          entrances and other affected surface areas of the premises shall be free of
          snow and ice and kept in an anti-slip condition. Particular care shall be taken
          during snow clearance not to damage the Customer‟s property.

5.8.2     Soft Landscaping Maintenance

5.8.2.1   The Contractor shall provide a fully comprehensive soft landscaping service
          at the premises. The service may be integrated with other external Services
          (such as cleaning and hard landscaping maintenance) so that there shall be
          no duplication of tasks in external areas. The Contractor shall maintain all
          external planted areas and shall ensure the maintenance of healthy and
          vigorous plants with a tidy weed free appearance.

5.8.2.2   The Contractor shall provide a horticultural service in respect of the provision
          and maintenance of external planting in beds and containers. All plants shall
          be maintained so as to ensure a balance, maximise biodiversity and achieve
          a pleasing and tidy appearance. All plants and shrubs shall be maintained so
          that they are in healthy growth. All plants and shrubs which have died or
          appear to be dying shall be removed and replaced as soon as possible by a
          suitable, comparable replacement. Taking into account the local wildlife and
          pests.




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5.8.2.3   The contractor shall advise the customer of how to achieve higher levels of
          biodiversity where the potential exists.

5.8.2.4   The Contractor shall provide a maintenance service in respect of all grassed
          areas. Grassed areas shall be maintained to a good aesthetic standard at all
          times with grass cuttings removed from site.

5.8.2.5   The Contractor shall ensure that

                All plant specimens shall be kept to a height and form which is safe
                 and accords with good horticultural practice.
                Wildlife and conservation areas are considered at applicable sites.
                Bird feeding stations and bird boxes are to be maintained to promote
                 the wildlife habitat. (Refer to data packs for applicable premises.)
                 (Information redacted)
                All pots/ containers are cleaned and replaced where necessary.
                All external soft landscaped areas are kept safe, clean and tidy.
                Planned and reactive maintenance activities maintain areas of soft
                 landscaping and planting safe, free of defects and prevent any
                 dangers or hazards to the Customer or his staff.
                All areas are kept free of an accumulation of leaves, weeds and any
                 other solid matter.
                All external hard surfaces are kept reasonably free of weeds, moss,
                 lichen or any other organic growth and litter so as to present a tidy
                 appearance at all times.
                All trees are maintained to ensure the safety of the Customer and his
                 staff.
                An annual tree survey is undertaken.
                Where endangered species exist or are discovered on the customer‟s
                 estate that all relevant duties are discharged including the
                 maintenance of specialist housings.

5.8.2.6   All debris arising from the performance of the Works shall promptly be
          removed from the site and disposed of in an environmentally preferable
          manner.

5.8.2.7   The Contractor shall consider in every instance whether the use of any form
          of chemical (for uses including but not limited to fertilizer, pesticide and
          herbicide) is strictly necessary before application. The Contractor shall only
          use chemicals specifically approved for the purpose for which it is intended as
          dictated by the Control of Pesticides Regulations, the conditions of approval
          for the chemicals and any other relevant code of practice issued by the
          Department for the Environment, Food and Rural Affairs. The Contractor shall
          ensure compliance with the Customer‟s policy on Greening Operations at all
          times.

5.8.2.8   All chemicals shall be applied in accordance with manufacturers‟ instructions
          and in accordance with all relevant Health and Safety codes. Use of
          pesticides and artificial fertilisers shall be minimised, by for example switching
          to natural methods of controlling weeds, insects and fungi wherever possible
          and maintaining soil fertility. Where alternatives are available the Contractor
          shall substitute all slow renewables, such as peat, with organic wastes such
          as compost, manure, leaf mould, bark chippings and coir. Additionally, the


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          Contractor shall maintain the grounds of the premises by using good
          husbandry and encouraging native flora and fauna.

5.8.3     Motorcycle Manoeuvring Areas (MMAs)

5.8.3.1   The Contractor will be required to remove organic or other debris (including
          animal/bird faeces) from the MMA surface; maintain and clear drainage
          systems; prune, lop or otherwise restrict the growth of trees, shrubbery and
          weeds etc. adjacent to the MMA and provide a maintenance and repair
          function for adjacent fencing, storage facilities and other structures within the
          DSA demise. Maintenance of the MMA surface must be carried out in line
          with the specific standards set out in the Data Pack. (Information redacted)

          The Contractor will not be required to provide routine or planned inspections
          of the MMA to maintain the integrity of the surface, or to assess and repair
          damage caused to the MMA surface.

5.8.4     Ponds and Water Features

5.8.4.1   The Contractor shall provide a maintenance service in respect of ponds and
          external water features where applicable. Ponds shall be free from excessive
          plant remains, weeds and sludge to maintain a healthy biological balance and
          maintain/promote bio-diversity. (Refer to data packs for applicable premises).
          (Information redacted)

5.8.5     Internal Planting (not currently required)

5.8.5.1   The Contractor shall provide a horticultural service in respect of the provision
          and maintenance of all indoor planting. All plants shall be maintained so as to
          ensure a pleasing and tidy appearance and to remain in healthy growth. All
          plants which have died or appear to be dying shall be removed and replaced
          as soon as possible by a suitable, comparable replacement. (Refer to data
          packs for applicable premises). (Information redacted)

5.8.5.2   The Contractor shall ensure that

                All plant specimens are kept to a height and form which is safe,
                 appropriate for an indoor plant, takes cognisance of its position within
                 the premises and accords with good horticultural practice.
                A fully detailed asset register detailing all plant specimens is kept by
                 the Contractor detailing type, location, condition and frequency of visit
                 for all plants on display at each location.
                All pots/containers are cleaned and replaced where necessary and no
                 instances of damaged pots or containers occur at any time.

5.8.5.3   The Contractor shall consider in every instance whether the use of any form
          of chemical (for uses including but not limited to fertilizer, pesticide and
          herbicide) is strictly necessary before application. The Contractor must only
          use chemicals specifically approved for the purpose for which it is intended as
          dictated by the Control of Pesticides Regulations, the conditions of approval
          for the chemicals and any other relevant code of practice issued by the
          Department for the Environment, Food and Rural Affairs. The Contractor shall




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          ensure compliance with the Customer‟s policy on Greening Operations at all
          times.

5.8.5.4   All chemicals shall be applied in accordance with manufacturers‟ instructions
          and in accordance with all relevant Health and Safety codes.

5.8.6     Cut Flowers (Not Currently Required)

5.8.6.1   The Contractor shall provide an ad-hoc Service for the provision of cut
          flowers, on request by authorised personnel of the Customer. This is to
          include the provision of vases as necessary, and the delivery of flowers within
          the reasonable time frame requested by the originator. The Contractor shall:

                Remove dead flowers as necessary.
                Provide an ad hoc service for the provision of corporate Christmas
                 trees on a seasonal basis to the premises.
                Provide all decorations for Christmas trees, and be responsible for
                 decorating the trees in advance of the Christmas season, and in
                 liaison with the Customer.
                Purchase all Christmas trees taking cognisance of sustainable
                 development objectives, and dispose of all Christmas trees in an
                 Environmentally Preferable manner.

5.8.6.2   The Customer shall provide a detailed list of personnel authorised to order
          flowers. The Contractor shall demonstrate common sense in the instances
          where unauthorised high-level staff attempt to secure cut flowers.

5.8.6.3   The Contractor shall provide a range of various types and costs of cut flowers
          and arrangements. The cost of this service shall be outside the fixed contract
          cost and shall be dealt with as a pass through cost.

5.9       Water Hygiene

5.9.1     The Contractor shall implement a regime to carry out Legionella Risk
          Assessments at an appropriate and agreed frequency in accordance with L8
          regulations and good practice. The Contractor shall produce a detailed report
          of the entire systems within the premises, setting out any areas of risk and
          recommendations to reduce or remove the risks, schematic drawings of the
          water systems and photographic evidence of all areas of risk.

5.9.2     The Contractor shall provide water hygiene services including a cleaning and
          disinfection regime in accordance with current L8 requirements.

5.9.3     The Contractor shall produce and implement an inspection and monitoring
          regime to check systems and plant for performance, cleanliness,
          contamination and damage. Temperatures shall be monitored to ensure that
          the required standard of control is reached within the current legislation and
          code of practice guidelines.

5.9.4     The Contractor shall report any anomalies that may be detected and detail
          corrective works where required. Site records shall be audited and amended.




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5.9.5    The Contractor shall produce and implement a regime of bacteria sampling to
         detect Legionella, E-coli and any other water bound bacteria to meet latest
         HSE guidance.

5.10     Statutory Inspections

5.10.1   The Contractor shall set up an appropriate programme of statutory
         inspections and review to ensure all equipment receives the required
         inspections at the correct time. The programme shall be issued to the
         Customer(s) two months in advance of all works taking place. The Contractor
         shall at all times comply with all relevant EC and UK statutory and legislative
         requirements, including any alterations to policy as may take place, and shall
         be the sole point of contact for any of the Customer‟s concerns with that
         aspect of performance.

5.10.2   The Contractor shall co-operate with all persons executing periodic Audit or
         verification inspections as instructed by the Customer(s).

5.10.3   Electrical Testing shall be undertaken in accordance with the latest Edition of
         the Wiring Regulations as published by the Institution of Electrical Engineers
         and any other relevant legislation. Fixed wiring installations shall be subject to
         testing at intervals not exceeding five years. Reference to all appropriate
         Standing Instructions (S.I.) will be made, e.g. S.I. 1989 No 635, the Electricity
         at Work Regulations or equivalent and other relevant standards or legislation.
         The control and execution of this service shall be managed entirely by the
         CAFM system in line with the overall PPM regime and subject to the same
         performance standards, whether fulfilled by direct personnel or sub-
         contracted element. The Contractor shall engage with Customers staff with
         risk assessments and method statements developed to ensure minimum
         impact on the Customers operations. The customer shall be fully informed of
         any concerns or recommendations identified following statutory inspection
         regimes. All reports and recommendations shall be held centrally within the
         CAFM system.

5.10.4   The Contractor shall provide a premise by premise price for carrying out fire
         risk assessments and a separate price for undertaking annual fire risk
         assessment reviews. Where a fire risk assessment exists the Contractor shall
         ensure that it is up-to-date at all times. The Customer reserves the right to
         award this service to the Contractor or not.

5.11     Portable Appliance Testing

5.11.1   Portable Appliance (and microwave emissions) Testing (PAT), of Customer
         equipment shall be carried out in accordance with this Specification. Where
         electrical equipment can be identified as personal and belonging to members
         of staff it shall not be tested, but recorded as such on the testing report. As a
         minimum, testing shall be implemented in accordance with the Code of
         Practice for In-service Inspection and Testing of Electrical Equipment
         published by the Institution of Electrical Engineers and any other relevant
         legislation. PAT testing shall be risk based and take cognisance of individual
         equipment‟s usage and location. The Contractor shall intimate the expected
         frequency based on the risk presented to the Class 1 and 2 electrical and
         electronic equipment of the Customer by the working environments within the
         premises.


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5.11.2   The control and execution of this service shall be managed entirely by the
         CAFM system in line with the overall PPM regime and shall be subject to the
         same performance standards, whether carried out by the Contractor‟s directly
         employed personnel or by sub-contracted personnel. The customer shall be
         fully informed of any concerns or recommendations identified following
         statutory inspection regimes. All reports and recommendations shall be held
         centrally within the CAFM system.

5.12     Building Management Systems (BMS)

5.12.1   The operation of the Customer‟s building engineering services is, where
         possible, to be achieved through the BMS. It will be the Contractor‟s
         responsibility to operate systems in a competent, pro-active manner so as to
         control all of the systems and the internal environment and to maintain a
         secure and reliable service, at agreed control and operating duties whilst
         minimising energy and water consumption. The Contractor shall monitor any
         departures from agreed environmental parameters and shall take actions to
         rectify and inform the respective Facilities Team.

5.12.2   Before adjusting set points or modifying software the Contractor shall fully
         understand the effect these actions may have on the air conditioning process,
         and take cognisance of the internal and external environment.

5.13     Locksmith Services

5.13.1   The premises of the Customer incorporate ironmongery which will require
         specialist locksmith services with respect to their continued use. The
         Contractor shall ensure that notification of a requirement for locksmith
         services in any morning period will be satisfied that day and similarly any
         afternoon notification will be satisfied next morning. The Contractor shall
         demonstrate through the appropriate level of security clearance, as specified
         by the Customer, that any personnel involved in these services are
         appropriate to the operating environment. Locksmith services will be paid for
         on a pass through basis.

5.14     Clocks

5.14.1   A range of battery-powered clocks are in use and the Contractor shall ensure
         timely attention to these units as and when required, including the
         replacement and disposal of empty batteries. The Contractor shall ensure
         appropriate change in clock time to all clocks within the premises during the
         appropriate bi-annual BST/GMT time changes. (Refer to data packs for
         applicable premises) (Information redacted)

5.15     Signage

5.15.1   With the exclusion of all signage relating to exhibitions the Contractor shall be
         responsible for the maintenance and replacement of all signage in the
         premises in agreement with the Customer. Signage associated with the
         Health and Safety (Safety Signs and Signals) Regulations 1996, the Disability
         Discrimination Act (DDA), means of escape identification and any other
         statutory/mandatory signage shall be part of the Lump Sum Price. Signage
         used for directional and identification purposes, and any other internal and
         external signage shall be paid for on a pass through basis.


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5.15.2   The Contractor shall, whilst carrying out the Contract Mobilisation, undertake
         a review of the signage currently installed within the Customer premises and
         bring to the attention of the Customer(s) any matter, which could materially
         affect the price submitted, together with rectification proposals and costs
         where appropriate. By the end of this period the Contractor shall be deemed
         fully aware of the condition of the installed signage and to be full satisfied with
         its condition unless the Customer has been notified to the contrary.

5.15.3   The Contractor shall take full responsibility for the adequate provision of all
         statutorily required signage on all premises.

5.15.4   The Contractor shall be responsible for the provision of all other signage on
         the premises, including the notification of dangerous areas, and directional
         signage as required. The Customer(s) will expect the Contractor to be pro-
         active in the provision of this Service and to advise them on any further
         signage that may be of benefit to the Customer staff or the public throughout
         the course of the Contract.

5.15.5   The Contractor shall agree design elements for all signs with the Customer(s)
         and shall ensure only agreed formats are installed.

5.15.6   The Customer(s) will conduct spot checks, with no notice, of the adequacy of
         existing signage from the commencement of the Contract Period, to be
         satisfied of adherence to this Service.

5.15.7   Where throughout the course of the contract the Customer identifies a need
         for additional signage and this is deemed to be an addition to the contract
         scope then this additional signage, plus all relevant permissions or approvals,
         will be supplied by the Contractor. This shall be paid for on a pass through
         basis.

5.15.8   The Contractor shall be responsible for updating all relevant signage following
         the completion of any minor churn or any other movement of personnel.

5.16     Driving Duties
         (Refer to data packs for applicable premises). (Information redacted)

5.16.1   The Contractor may be required to provide, when requested, a suitably
         qualified driving service during operational hours to collect or drop staff and
         trainees to train stations or drop cars to garages for servicing. The Contractor
         is required to provide a cost for carrying out this service in the pricing
         schedule. The Customer reserves the right whether or not to offer the
         Contractor such opportunity.


6.       SOFT FACILITIES MANAGEMENT SERVICES

         The Soft Facilities Management Services provision may consist of:

               Catering
               Room booking and Community Lettings
               Cleaning
               Pest Control



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                 Waste Management
                 Reception Services
                 Security Services
                 Mail Services
                 Reprographic Services

6.1.       Catering

6.1.1.     General Requirements
           (refer to data packs for applicable premises) (Information redacted)

6.1.1.1.   The Catering Service shall include but not be limited to the following:

                 Core Catering in customer restaurants.
                 Hospitality.
                 Vending.
                 Bar Management.
                 Chilled Potable Water.
                 Retail.

6.1.1.2.   The Customer seeks to provide its staff and visitors with a working
           environment that is an exemplar of best practice, is economical, efficient and
           effective and meets the changing needs of the Customer and its staff. The
           Customer requires the provision of a fully managed catering service that meet
           the above principles and which are provided at no direct cost to the
           Customer.

6.1.1.3.   The Contractor shall provide during Core Service Hours a professionally
           managed, high quality Catering service that provides a comprehensive,
           efficient, user friendly, cost effective service. In providing the services, the
           Contractor shall at all times take full account of and comply with:

                 The Customer‟s Health and Safety Policy.
                 The Customer‟s Environmental Policy
                 DEFRA Public Sector Food Procurement Initiatives (PSFPI).
                 NAO‟s Smarter Food Procurement in the Public Sector.
                 All relevant EU and UK legislation and standards relating to the
                  provision of catering services.
                 Current and emerging best practice in respect of catering technology
                  and service provision.
                 Relevant Government Nutritional Guidelines where applicable.


6.1.1.4.   The Contractor shall:

                 Be proactive and responsive to the needs and expectations of
                  customers.
                 Seek to develop and promote the service for the benefit of customers.
                 Be flexible in meeting the changing needs of customers.
                 Maximise the efficiency of the service.
                 Provide Services which are of a high standard, fit for purpose, and
                  promote high levels of customer satisfaction.


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6.1.1.5.   The Contractor shall develop and implement appropriate policies, procedures
           and practices to ensure food safety and hygiene standards are maintained at
           all times.

6.1.1.6.   All catering service staff shall hold a basic food hygiene certificate.

6.1.1.7.   The Contractor shall be responsible for supplying light catering equipment,
           crockery and cutlery throughout the term of the Contract. Fixed/heavy
           catering equipment is provided by the Customer. Details of light catering
           equipment, crockery and cutlery and fixed/heavy catering equipment may be
           found within the Data Pack. (Information redacted)

6.1.1.8.   The Contractor shall comply with Government guidance on Public Sector
           Food Procurement Initiatives (PSFPI) in the delivery of this contract.

6.1.1.9.   The Contractor is invited, within the pricing schedule, to propose a profit
           share for all elements of the catering service.

6.1.2.     Customer Restaurant
           (Refer to data packs for applicable premises) (Information redacted)

6.1.2.1.   The Contractor shall maintain a stable team of trained, dedicated, motivated
           and customer orientated Service Personnel. Positive structured, management
           liaison between the Customer and the Contractor shall provide an ongoing
           review and measurable assessment of the service standards.

6.1.2.2.   The Customer places high importance on delivering cost effective, customer
           focused food and beverage services, through the provision of a professionally
           managed catering service. The service shall deliver a choice of beverages
           and nutritionally balanced meals and snacks which promote healthier eating
           (eg. foods low in fat, salt and sugar) and reflect the multi-ethnic, cultural,
           religious and medical dietary needs of the Customer‟s staff and visitors alike.
           This shall also include the provision and promotion of vegetarian and organic
           options, seasonal produce and ethical produce (eg. fair trade tea and coffee).
           Organic and Fair Trade food shall be clearly marked as such in order to assist
           customers.

6.1.2.3.   The advertised meal/snack options shall be available for, at least, the first
           thirty minutes of each service time.

6.1.2.4.   The Contractor shall maintain appropriate records and provide the Customer
           with such information and data as may be required to monitor the use of
           sustainable food and the provision of meals and snacks which meet these
           requirements.

6.1.2.5.   The Contractor shall observe the highest standards of hygiene and safety in
           the delivery of the service and shall ensure that catering facilities are subject
           to food hygiene and working environmental audits at least every 12 months.

6.1.2.6.   The service will produce net gains in terms of efficiency improvements,
           documentation improvements, service improvements, performance
           monitoring and cost benefits through the introduction of innovative solutions.




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6.1.2.7.    Details of the current locations of Customer restaurants and catering kitchens
            together with service times are provided in the Data Pack. (Information
            redacted)

6.1.2.8.    The Contractor shall ensure that detailed information in respect of the full tariff
            range and predicted utilisation figures shall be available for the Customer at
            all times.

6.1.2.9.    The catering service shall demonstrate the flexibility to continuously reflect
            High Street retailing trends, compete positively with external competition,
            implement continuous improvement measures through performance
            monitoring and seek innovations which include proposals for the
            apportionment of profit between the Contractor and the Customer.

6.1.2.10.   The catering service is to be operated and reported as a separate cost centre
            for the Contractor, which remains self-financing and at no cost to the
            Customer throughout the contract period.

6.1.2.11.   The Contractor shall provide a full menu option based on their understanding
            of successful, profitable catering.

6.1.2.12.   The Contractor shall provide breakfast, lunch, dinner and snack service,
            available daily during agreed periods, throughout the contract term.

6.1.2.13.   The Contractor shall deliver a service which takes cognisance of customer
            focused, varied food provision and optimum hours of availability. The
            Contractor should also be aware of the opportunity to use of the restaurant
            area outside of the core service times allocated for breakfast and lunch as
            “touchdown space”. The Contractor may demonstrate his ability to enhance
            this objective.

6.1.2.14.   All costs and revenues must be reported to the Customer on an agreed
            cyclical basis and on demand of the Customer Financial reports must be clear
            and capable of being interpreted by non-catering specialist. It must include
            the number of meals, hospitality vended during the period, the income, cost
            and apportionment of profit.

6.1.2.15.   The Catering provision shall attract nil subsidy. The Contractor shall
            demonstrate unequivocally the criteria required to support this requirement. At
            all times the Contractor shall provide access to his records in the true spirit of
            open book accounting. Should the Contractor make a profit from Catering
            provision, the first point of reinvestment of that profit shall be the Catering
            operation.

6.1.2.16.   The Customer shall provide accommodation and utilities necessary for the
            execution of the catering services. Details of the accommodation and
            equipment provided by the Customer may be found in the Data Pack.
            (Information redacted).

6.1.2.17.   The Contractor shall provide a full range of merchandise including distress
            items from catering retail units or any other such appropriate location. The
            Customer welcome proposals throughout the term of the Contract, which
            maximise the retail opportunities afforded to the Contractor.




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6.1.2.18.   The Contractor shall meet the Customer‟s requirements with minimum food
            waste and propose innovative ways to reduce waste further with proposed
            revisions to the requirement.

6.1.3.      Hospitality

6.1.3.1.    The hospitality service shall encompass four primary levels of service:

                  Tea, coffee, water, juice, biscuits for meetings throughout Core
                   Service Hours.
                  Informal breakfasts, lunches and suppers.
                  Formal breakfasts, lunches and suppers.
                  Formal or informal catering for receptions and special events/functions
                   at the premises.

6.1.3.2.    All pre-booked requests for Hospitality shall be delivered within five minutes
            of scheduled time.

6.1.3.3.    Rooms in receipt of Hospitality Catering shall be cleared and cleaned within
            thirty minutes of the functions conclusion or before commencement of the
            next room booking.

6.1.3.4.    Catering staff for hospitality services shall be properly uniformed, and discreet
            in their service, and shall not unduly disrupt any meeting in the provision of
            their service. Requests for variation from the identified service given to staff
            supplying Hospitality on the day shall be dealt with by the staff concerned
            immediately, and the staff concerned shall have the ability, tools and skills
            necessary to deal with variations immediately on request.

6.1.3.5.    For formal lunches, dinners, suppers, receptions and special events/functions
            the Contractor shall provide a silver service or other type of formally
            prescribed service. This will include all waiting services normally associated
            with this type of function, and including any decorations that may be
            required.(this service is not currently required)]

6.1.3.6.    The Contractor shall state explicitly the mechanism for hospitality invoicing,
            including non-payment procedures and shall take full responsibility for this
            process. The mechanism for invoicing shall take full cognisance of the
            hospitality volume information provided within the Data Pack. (Information
            redacted)

6.1.3.7.    Tariffs for hospitality may be reviewed periodically and all charges shall be
            agreed between the Customer and the Contractor prior to implementation.

6.1.4.      Vending

6.1.4.1.    The Contractor shall ensure the provision of a comprehensive service
            delivering hot and cold beverages and cold snacks which complements the
            Core Catering and retail delivery

6.1.4.2.    The vending service will be available during operational hours. The
            Contractor shall maintain a system of replenishment appropriate to the time of
            day to ensure the availability of the full range of agreed products. (refer to
            data packs for applicable premises) (Information redacted).


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6.1.4.3.   With the exception of sites detailed in the data packs (Information redacted)
           currently requiring vending provision, the Contractor shall propose, within
           their tender a vending solution for at least the provision of hot drinks which
           can be scaled up or down over the term of the contract within the remaining
           estate(s). The Customer reserves the right to decide whether or not to offer
           the Contractor such opportunity

6.1.4.4.   Cleaning, filling and maintenance of any vending machines required to deliver
           the service must be carried out so as to cause the absolute minimum of
           disruption to the Customer business. The vending machines are to be
           maintained and kept in a good state of repair at all times, programmed and
           reactive service including call out cover to ensure the service is not subject to
           inordinate delays and disruptions. Actions taken proactively and reactively
           shall be fully documented and managed within the FM Helpdesk. The
           Contractor shall ensure prompt attention to customer notified vending service
           requests with each instance recorded via the FM Helpdesk.

6.1.4.5.   The Contractor is asked to make its own recommendations as to the products
           to be made available through vending. However the range of products
           proposed must be top selling brands and include healthy option(s). Proposals
           shall clearly demonstrate that the revenues generated by vending cover all
           costs associated with the service and provide indications of the
           apportionment of profit between the operator and the Customer. The vending
           service shall be provided at no cost to the Customer throughout the term of
           the contract.

6.1.4.6.   Any and all vending machines provided by the Contractor shall comply with
           the Customer‟s policy on Greening Operations regarding refrigerants, in
           relation to the use of ozone depleting substances and reducing greenhouse
           gas emissions.

6.1.5.     Bar Management
           (refer to data packs for applicable premises) (Information redacted)

6.1.5.1.   The Contractor shall be responsible for the provision of Bar Services on the
           premises. This service may integrate and complement all other catering and
           other relevant services on the premises in order to optimise the efficiency and
           effectiveness of service delivery.

6.1.5.2.   The Contractor shall liaise with the Customer in relation to the Premises
           Licence and appropriate training for Premises Supervisors.

6.1.5.3.   The Bar service shall be provided at no cost to the Customer. The Contractor
           shall demonstrate unequivocally the criteria required to support nil subsidy. At
           all times the Contractor shall provide access to his records in the true spirit of
           open book accounting. Should the Contractor make a profit from the Bar
           service, the first point of reinvestment of that profit shall be the Bar operation.

6.1.5.4.   The Contractor shall publish a full set of tariffs for all beverages, food and
           other items for sale from the Bar. The tariffs shall be on clear display within
           the Bar at all times.

6.1.5.5.   The Contractor shall be responsible for the provision of hospitality within Bar
           areas in accordance with section 6.1.3 of this Specification.


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6.1.5.6.      The Contractor shall propose the range of beverages, food and other items to
              be provided within the Bar. The Customer places high importance on
              delivering cost effective, customer focused bar services, through the provision
              of a professionally managed service which delivers a choice of beverages
              and other items which reflect the diverse needs of customers. The service
              shall demonstrate the flexibility to continuously reflect High Street retailing
              trends, and the Contractor shall maximise the opportunity presented by this
              facility to contribute positively to the experience of visitors including any
              decorations that may be required.

6.1.6.        Chilled Potable Water
              (refer to data packs for applicable sites) (Information redacted).

6.1.6.1.      The Customer wishes the Contractor to propose the method of supplying
              chilled water. The Contractor shall be solely responsible for the provision of
              all chilled potable water to the premises.

6.1.6.2.      Where mains connected coolers or „Zip Taps‟ are proposed/currently
              installed, the Contractor shall provide a system, whereby the provision,
              maintenance and sanitation of the chilled cooler and water are contained
              within the lump sum cost. No further charge shall be levied.

6.1.6.3.      During the period for Contract Mobilisation the Contractor shall provide the
              Customer with a proposal for the use, disposal or otherwise of the extant non-
              permanent water coolers located within the premises. This shall include the
              management of the cancellation of any prevailing contracts not supplied by
              the Contractor.

6.1.7.        Out-of-Hours Service

6.1.8. The Contractor shall provide an advance notified demand led catering service for
             weekend and overnight working of the Customer staff and visitors on an as
             need basis. Proposals shall clearly indicate the approach to satisfying out-of-
             hours demands in conjunction with the full management of this service via the
             Contractors CAFM/ Helpdesk. The cost of this service shall be managed on a
             pass through basis

6.1.9.        Retail
              (refer to data packs for applicable premises) (Information redacted)

6.1.9.1.      The Contractor shall provide a range of snacks and distress items. This can
              be provided by retail or vending provision.

6.2.          Room Booking and Community/Commercial Lettings
              (refer to data packs for applicable premises) (Information redacted)

6.2.1.        Meeting Room and Conference Room Booking

6.2.1.1.      The Contractor shall ensure that the meeting and conference room portfolio
              shall be managed and booked through the Customer‟s room booking software
              at applicable sites. The Data Pack (Information redacted) lists all meeting
              rooms, conference facilities and other spaces in the Customers premises for
              which the Contractor shall provide a room booking service. The Helpdesk
              shall ensure no double bookings at any time and shall have the capability to


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           provide ancillary services such as Hospitality, Audio Visual and
           Presentational support. The Helpdesk will also liaise with the Customer‟s IT
           provider as and when appropriate. The Contractor shall ensure that a
           resilient system is put in place to ensure that the data available in respect of
           available rooms is maintained accurately and is up-to-date.

6.2.1.2.   At sites which do not use room booking software the Customer shall manage
           all room bookings from Users directly and will issue the Contractor with a list
           of all bookings in advance at regular intervals with agreed notice. The service
           shall include the facility to accept electronic bookings and confirmations. The
           Contractor shall propose a method of managing related services (such as
           room set-up, hospitality, provision of equipment etc) at the time of room
           booking. Regular liaison between the Customer and the Contractor will be
           required.

6.2.1.3.   All meeting rooms and conference facilities booked more than 24 hours in
           advance shall be confirmed to the customer and all bookings made 24 hours
           in advance shall be fulfilled with regards to setup, catering needs and
           hospitality.

6.2.1.4.   The Contractor shall review the conference and meeting room facilities to
           provide an opinion on their optimum use, including where appropriate the
           identification of existing areas which may operate as meeting/conference
           rooms.

6.2.2.     Meeting Room Utilisation

6.2.2.1.   If booking systems are used to estimate demand for meeting rooms,
           inspections should be made to ascertain what percentage of bookings result
           in occupation of the rooms (to avoid overstating the need) and at the same
           time to note how many meeting rooms are occupied without being booked (to
           avoid under estimating the need).

6.2.3.     Meeting Room / Conference Room Set-Up

6.2.3.1.   The Contractor is required to set-up meeting and conference room as
           required by the customers. The Contractor may agree a standard set-up with
           the Customer for all meeting and conference rooms, and this set-up will be
           adopted when no specific set-up has been requested by the room booker.

6.2.3.2.   The Contractor shall also set-up any display and AV requirement, including
           but not limited to Flip charts, screens, projectors and video players. The
           Contractor shall provide all consumables associated with the display and AV
           equipment and shall ensure that any equipment place to be used in the
           meeting rooms is fully functional and ready for use. The Contractor shall
           provide standby user support relating to the operation of the equipment.

6.2.4.     Car Parking Booking
           (refer to data packs for applicable premises) (Information redacted)

6.2.4.1.   The Customer will manage car park bookings, allocate spaces and notify the
           Contractor at regular intervals. The Contractor shall ensure that all designated
           Customer car parking spaces shall be allocated in accordance with the
           Customers notification and car parking policy.


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6.2.5.     Community/Commercial Lettings
           (refer to data packs for applicable premises)

6.2.5.1.   The Contractor is required to provide the full management of the
           Community/Commercial Lettings Programme where required. This
           programme shall be managed and booked entirely by the Helpdesk in
           accordance with the Customer‟s Lettings Policy and shall include, but not be
           limited to, the following elements:

                 The facility to accept electronic bookings and confirmations.
                 Production of „Lettings Agreements‟ in accordance with the
                  Customer‟s Lettings Policy.
                 Ensuring relevant insurance and certification is in place before a
                  Letting takes place.
                 Issuing of invoices to Community/Commercial users following the
                  period of Letting.
                 Issuing monthly invoices to Community/Commercial Users „Block
                  Booking‟ facilities over a period of time.
                 Full management of the Sports and Leisure Facilities including the
                  booking of activity rooms and gym equipment.
                 Production of a monthly report detailing site utilisation and income
                  resulting from the Community/Commercial Lettings Programme.

6.2.5.2.   The Contractor shall be responsible for liaising with any relevant third parties
           and the Customer as appropriate in the management of the
           Community/Commercial Lettings Programme. Refer to the data packs
           (Information redacted) for details of any prevailing planning conditions.

6.2.5.3.   Lettings income shall be subject to a profit share with the Customer. The
           Contractor shall propose lettings tariffs in their tender submission. A proposed
           profit share scheme shall be proposed in the pricing schedule submission.

6.2.6.     Hotel Accommodation Booking [Not currently required]

6.2.6.1.   The Contractor shall manage the booking of accommodation for customers.
           For this purpose the Contractor shall propose suitable hotel accommodation
           within the vicinity of the Customer's premises. The Contractor shall advertise
           a range of accommodation and the accompanying room rates.

6.2.7.     Video Conferencing [Not currently required]

6.2.7.1.   The Customer owns video conferencing equipment with which it can make
           direct (point-to-point) connections to facilitate a video conference. Details of
           this equipment can be found in the Data Pack. (Information redacted)

6.2.7.2.   The Contractor shall:

                 Manage a booking service or be advised of bookings for the
                  Customer‟s videoconference rooms.
                 Set up the equipment or Provide advice, guidance and training to the
                  Customer‟s staff to enable them to set up and run a videoconference.
                 Rectify faults and provide a „troubleshooting‟ service.
                 Provide regular monthly usage reports for videoconferencing.



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6.2.8.     Conference Management [Not currently required]

6.2.8.1.   The Contractor shall provide a professionally managed Conference
           Management Service for the premises, as part of his Lump Sum Price. Within
           the Customer‟s premises there are a number of meeting/conference rooms.
           As described in section 6.2.1, these will be bookable via the Helpdesk and will
           be available for both internal Customer meetings, and events which will be
           attended by external visitors from the private and public sectors. The
           Contractor shall provide a single contact point for the provision of this Service.
           The Contractor shall take sole and entire responsibility for any liaison required
           with suppliers outside the scope of this Specification (IT, audio-visual
           presentation equipment etc).

6.2.8.2.   In addition to these rooms, the Contractor shall be required, on occasion, to
           manage the procurement of meeting/conference facilities which are outside
           the Customer‟s premises. Such facilities will be required for both internal
           events of the Customer and those to which external visitors are invited. The
           Contractor shall provide a liaison service for the booking and management of
           any events that may take place outside the Customer premises, including the
           booking of conference rooms, hospitality, audio-visual equipment, transport,
           security etc. and all other services normally associated with such external
           events. It is expected that this Service should be provided through the
           Helpdesk. The Contractor shall ensure that the systems are capable of
           allocating cost on an individual basis for these services.

6.2.8.3.   The Customer hosts many meetings and conferences throughout any given
           year. The Customer wishes the Contractor to provide a single contact point
           through the Helpdesk for the provision of a centrally managed and organised
           Service, including all peripheral services normally associated with Conference
           Management, including hospitality, setting up of Audio Visual equipment,
           liaison with the IT Contractor, video-conferencing, lighting and room layout,
           liaison with reception/security and any other relevant activities.

6.2.8.4.   The Contractor shall ensure that accurate details of all requests are recorded
           by Helpdesk staff, so that the Service delivered is appropriate to the type and
           scale of meetings/conferences concerned. The Contractor shall take sole
           responsibility for ensuring that adequate information is obtained from
           Customer staff so that the Service is suitable in all instances. The Contractor
           shall take all appropriate measures he might feel necessary to ensure the
           success of all events and to reflect the full range of attendees likely. These
           events may require out-of-hours working by the Contractor, and the cost will
           be dealt with on a pass through basis.

6.2.8.5.   The Contractor shall be expected to bring innovation to the provision of this
           Service, and to advise the Customer on suitable investments or any other
           additional Service provision not contained within this Specification. The
           Contractor shall be expected to identify synergies between the booking and
           management elements of the Conference service and those of the Helpdesk.

6.3.       Display Boards [Not currently required]

6.3.1.1.   Within common areas of the premises, the Customer provides notice boards
           for the display of inter-departmental notices, Government communications


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           and other official memoranda. The Contractor shall provide a professional
           service for the management of these display boards, including the display and
           removal of all official notices as requested.

6.3.1.2.   The Contractor shall be responsible for putting up and taking down all notices
           on identified display boards, and shall provide a single contact point for this
           Service.

6.3.1.3.   The Contractor shall take possession of all inter-governmental notices to be
           displayed, and ensure that they are displayed for the appropriate/requested
           time. The Contractor shall ensure that display boards are kept neat, tidy and
           up-to-date. It will be the Contractor‟s responsibility to liaise with the
           Customer‟s staff to ensure that only appropriate notices are displayed, and to
           ensure that all notices past their „expiry date‟ are removed.

6.3.1.4.   The Helpdesk shall provide originators of requests with information regarding
           the time-scale for its completion by the Contractor, and shall ensure that any
           request for removal of notices is understood and acted upon. The Contractor
           may be required to perform occasional small design commissions, which
           should be treated as part of his normal day-to-day work.

6.3.1.5.   The Contractor may explore the synergies between all other services
           including those for the provision of exhibition and displays and conference
           management when considering resourcing of these elements.

6.4.       Accommodation Services

6.4.1      The Contractor shall provide full management of the residential
           accommodation services. The Contractor shall liaise closely with the
           Customer to ensure correct allocation of rooms.

6.4.2      All rooms shall be fully serviced and stocked of consumables on a daily basis

6.4.3      Please refer to the data packs (Information redacted) for details of equipment
           to be purchased / provided by the Contractor.

6.5.       Cleaning

6.5.1.     General Requirements

6.5.1.1.   The Contractor shall provide a comprehensive Cleaning Service throughout
           the premises delivered in a safe and efficient manner. The Contractor shall
           take responsibility for maintaining all internal cleanable areas including
           fixtures, fittings, furniture and finishes, to minimise degradation, enhance
           asset life cycle and ensure the Customer‟s high standards and image are
           maintained. The Contractor is required to provide a high quality service within
           the scope of this Specification. The standard as specified is to be evident at
           the start of each business day, or as specified in this Specification.

6.5.1.2.   The Contractor shall provide a Cleaning Service, in areas specified by the
           Customer, throughout the course of the business day delivered in a safe and
           efficient manner.




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6.5.1.3.   The Contractor shall undertake all tasks normally associated with a
           professional office cleaning contract, to ensure that the offices, toilets, shower
           rooms, kitchens, catering areas, public areas, meeting and conference rooms
           and all other working areas, furniture and floor spaces, are maintained to a
           high level of general cleanliness and remain presentable and fit for their
           intended purpose. The Contractor shall be responsible for monitoring the
           provision of the Services on a daily basis to ensure a high quality service is
           provided.

6.5.1.4.   The Contractor shall ensure that all personnel and supply chain partners wear
           corporate attire and security passes at all times and appropriate PPE when
           necessary.

6.5.1.5.   The Contractor shall as far as is reasonably practicable, specify and use
           cleaning materials that are Environmentally Preferable throughout the entire
           product cycle.

6.5.1.6.   Where cleaning is carried out outside of operational hours, the cleaner may
           be required to hold a key to enable the property to be secured.

6.5.2.     Routine Cleaning

6.5.2.1.   The Contractor is required to provide a high quality service within the scope of
           the Specification. Routine cleaning of the internal and external areas will be
           provided to the required service standard, described in clauses 6.5.3.3.1 to
           6.5.3.3.4. The Data Pack (Information redacted) contains details of the Net
           Internal Area to assist the Contractor in determining the cleaning effort
           required within a normal office environment. The Contractor shall undertake
           all tasks normally associated with routine cleaning, to ensure that the offices,
           toilets, shower rooms, kitchens, meeting areas, circulation areas, public areas
           and all other areas, furniture and equipment within the premises spaces are
           maintained to a high level of general cleanliness and remain presentable and
           fit for their intended purpose.

6.5.2.2.   Consumables shall be fully stocked at all required locations at the start of
           each business day. Consumables are to be included in the Contractors price.

6.5.3.     Cleaning Standards

6.5.3.1.   To enable the requirements of the Customer to be met as well as introducing
           an opportunity for the Contractor to use their skills and judgement to achieve
           a cost effective and efficient service, four standards of cleaning have been
           developed which are listed below. These standards will be applied across the
           premises included in this contract as standard I, II, III or IV. The standards are
           to be applied to routine and periodic cleaning activities.

6.5.3.2.   Room categories are assigned to the areas within the premises identifying the
           type of the accommodation. A cleaning standard (I, II, III or IV) has been
           allocated to each category of accommodation. The schedules of
           accommodation, including an overview of the categories and its allocated
           cleaning standard, are contained in the Data Pack. (Information redacted)




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6.5.3.3.     The Contractor shall be responsible for monitoring the provision of the
             Services on a daily basis to ensure that the cleaning standards are adhered
             to.

6.5.3.3.1.   Basic – Standard I

             Basic standard of cleanliness and appearance required at all times. This
             standard will be applied to areas such as fire exits, secondary stairways,
             goods lifts, loading bays, car parking areas, garages and external side
             entrances.

                   All floor surfaces shall be free from debris and spillages; they must be
                    clean and dry. Floors must be safe and not slippery. Particular care is
                    to be exercised when staff are still on the premises. Wet floors shall
                    be sign-posted and trailing cables and open sockets shall be made
                    safe. Surfaces shall be maintained to preserve the existing state of
                    condition and appearance.
                   Back stairs including treads, risers, nosing‟s, banisters, balustrades,
                    handrails, ledges and protective wire guards where present must be
                    free from dust and debris.
                   No litter or rubbish shall be present and all waste bins and receptacles
                    emptied regularly.

6.5.3.3.2.   Normal – Standard II

             Areas to which this service standard applies include, but are not limited to, all
             office accommodation, service areas, classrooms, halls, post rooms,
             photocopying areas and a good standard of cleanliness and appearance is
             required at all times, with evidence of a regular cleaning programme. The
             following standards are in addition to Standard I for Basic Areas identified in
             clause 6.5.3.3.1:

                   All hard floors, carpets and carpet tiles must be free from grit, dust,
                    debris and spillages with no apparent stains. They must be clean and
                    dry. All floor coverings are to be cleaned by the manufacturer‟s
                    recommended methods and recommended intervals.
                   Remove spills from carpets and other floor coverings and treat to
                    minimise damage and reduce the risk of staining. Use only approved
                    specialist materials within any indicated timescales for the removal
                    and treatment of spills. The pile of the carpets in the main traffic areas
                    must be evenly brushed and opened against the flow of incoming
                    traffic.
                   All walls, skirting‟s, dado-rails, coving, radiators, pipes, vents, grilles,
                    doors, doorframes, fittings and glass panels, window frames and sills
                    must be free from debris, marks, and dust. They must be clean and
                    dry with no evidence of residual cleaning agents. In particular, they
                    must be free from finger marks, Verdi Gris stains, runs, and cobwebs
                    to full height.
                   All ceilings, ventilation diffusers and ceiling light fittings must be free
                    from debris, marks, dust and cobwebs. They must be dry with no
                    evidence of residual cleaning agents.
                   All chairs and soft furnishings shall be clean, dry and free from dust.
                    All work stations, screens, upholstered partitions, bookcases, chairs,


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                    shelves, cabinets, tables, pictures and coat racks must be free from
                    debris, stains, marks and dust. They must be clean and dry with no
                    evidence of residual cleaning agents.
                   All fittings shall be free from dust, marks and smears. Light fittings
                    must be free from dust. All signage, including emergency signage
                    shall be clean, dry and free of stains, marks and dust.
                   All waste receptacles shall be emptied daily. Bins must be empty,
                    clean and dry inside and out, bin-liners replaced where necessary and
                    bins placed in their original locations.
                   All IT equipment, including but not limited to PC‟s, printers, smart
                    boards, scanners and plotters; telephones, faxes and photocopiers;
                    microfilm readers and reader printers; and audiovisual equipment
                    including but not limited to televisions, video equipment and overhead
                    projectors, shall be free of debris, stains, marks and dust, using an
                    appropriate cleaning method for this equipment so as not to damage
                    the equipment.
                   All cleaning methods used must be of a sufficient quality to meet these
                    standards and to maintain any guarantees.

6.5.3.3.3.   Prestige - Standard III

             Areas to which this service standard applies include, but are not limited to,
             reception areas, passenger lifts, conference rooms and public walkways. High
             Usage Areas require a high standard of cleanliness and appearance at all
             times. The standards below are in addition to Standards I and II for Basic
             Areas and Normal Areas as identified in clause 6.5.3.3.1 and 6.5.3.3.2:

                   All waste and other rubbish receptacles removed frequently to central
                    rubbish collection/disposal arrangements, so as to avoid any build up
                    of rubbish or waste.
                   All fittings are to be well cleaned and cared for. Where applicable,
                    cleaning of surface materials and other items will be undertaken in
                    accordance with the manufacturer‟s specification.
                   Stainless steel surfaces must be treated with an appropriate cleaning
                    and polishing agent.

6.5.3.3.4.   Hygiene Areas - Standard IV

             The requirements for these areas will be in addition to Standards I, I and III as
             identified in clauses 6.5.3.3.1 to 6.5.3.3.3. Hygiene Areas include areas such
             as toilets, bathrooms, shower rooms, kitchens, changing rooms, catering
             areas, vending areas, [Accommodation areas] and first aid rooms.

             Toilet, Bathroom, Shower Room and Changing Areas

                   The Contractor shall ensure that he identifies by colour code all
                    equipment and materials used in the cleaning of toilets, bathrooms
                    and shower rooms. He must ensure that all these items are never
                    used outside these areas.
                   All sanitary ware, including showers, shower heads, sinks, wash hand
                    basins, baths, WC bowls, seats, covers, hinges, tops, undersides,
                    rims, taps, overflows, outlets, chains, plugs, urinals, brushes, toilet roll
                    holders, tiled surfaces, splash backs, and vanity units must be free


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       from scum, grease, hair, scale, dust, soil, spillages and removable
       stains.
      Walls, doors, cubicle partitions and surfaces shall be washed by a
       disinfectant solution regularly. Mirrors must be clean and free from
       smears.
      Soap dispensers must be filled, operating correctly with clean nozzles,
       and the external surfaces must be clean dry and free from smears.
       Solid bars of soap must be clean and replaced as necessary. All
       toilets, bathrooms and shower rooms shall be kept fully stocked with
       supplies and shall be made available at all times. Towel
       holders/dispensers must be clean, dry and free from dust, marks and
       smears with clean towels fitted. The external surface of hand dryers
       must be clean, dry and free from smears.
      Feminine Hygiene Facilities are required in the premises. The
       Contractor shall provide regular collections of the Feminine Hygiene
       receptacles and will ensure receptacles are not overflowing or become
       foul smelling. The feminine hygiene receptacles are to be kept free of
       marks, stains and dust. The Contractor is also required to ensure that
       the feminine hygiene vending machines are fully stocked and the
       external surfaces are clean, dry and free from smears and dust. A
       schedule of feminine hygiene vending machines is included in the
       Data Pack. (Information redacted).
      Hand towels bins where provided must be regularly emptied and the
       contractor will ensure the are not overflowing. The receptacles are to
       be kept free of marks, stains and dust.

Kitchens, Food Preparation Areas, Kitchenettes, Eating Areas and Tea-Points

      In addition to cleaning standard II, floors, walls and work surfaces
       shall be disinfected. Fridges within the areas shall be kept clean inside
       and out, and defrosted when appropriate. Microwaves and ovens
       within the kitchenettes and tea-points are required to be cleaned
       inside and out.

Vending Areas

      The vending areas shall be kept free from stains and spills. Floors and
       walls shall be disinfected at appropriate intervals. This cleaning
       Standard is to be in evidence daily before the start of business activity,
       and ongoing.

First Aid Rooms

      Cleaning of first aid rooms is required at the premises. In addition to
       cleaning Standard II, floors, walls, work surfaces, furniture, fittings and
       equipment shall be disinfected. In addition to the planned clean of
       these rooms, the first aid rooms shall be cleaned thoroughly after use,
       ensuring that any bloodstains or stains caused by other bodily fluids
       are removed.
      The Contractor is required to provide a service for the disposal of
       medical wastes and will be required to provide suitable receptacles for
       this type of waste. This service also includes the provision of sharps
       bins.


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           Accommodation Areas

                 The Accommodation areas shall be kept free from stains and spills.
                  Floors and walls shall be disinfected at appropriate intervals. All
                  mirrors and appliances are to be cleaned and free of dust. This
                  cleaning Standard is to be in evidence daily before the start of
                  business activity, and ongoing. Additionally, all amenities and
                  consumables to be restocked.


6.5.4.     Periodic Cleaning

6.5.4.1.   Periodic cleaning of the internal and external areas shall reflect the required
           service standard, described in clauses 6.5.3.3.1 to 6.5.3.3.3. The Contractor
           shall provide a programme for the periodic and deep cleaning activities to
           Customer for approval within one month of the start of each contract year.
           This programme will be discussed during the periodic progress meetings and
           revised when necessary. The Contractor shall inform the Customer of all
           Periodic Cleaning activity one month prior to it being undertaken. The
           Contractor shall take responsibility for ensuring the Customer staff are
           informed prior to carrying out periodic cleaning activities.

6.5.4.2.   The following cleaning standards apply to the periodic cleaning activities:

                 All furniture, fixtures and fittings within the premises included in this
                  Contract are required to be deep cleaned to ensure that all furniture,
                  fixtures and fittings are free of dust, marks and stains.
                 Walls, ceilings, ventilation diffusers and ceiling light fittings shall be
                  deep cleaned at an appropriate interval to ensure that they are free of
                  marks, stains, dust and smears.
                 A periodic cleaning regime is to be applied to carpets, carpet tiles, and
                  hard floor coverings following manufacturer‟s recommendations and
                  best practice cleaning methods.
                 A deep cleaning regime is to be applied to all catering and laboratory
                  areas following manufacturer‟s recommendations and best practice
                  cleaning methods.
                 All dust, dirt, stains and soiling is to be removed from window blinds
                  and curtains. In the event that the blinds are unstrung during cleaning
                  they shall be restrung, and when curtains are removed from rails they
                  shall be re-hung.
                 IT equipment and telephones shall be free from dust, marks and
                  stains. The Contractor shall apply appropriate cleaning techniques so
                  as not to damage any equipment. The Contractor shall sanitise
                  telephone equipment using a suitable method to prevent cross-
                  contamination from one handset to another.
                 Dust mats are required to be free of grit, dust and debris. All dust mats
                  must be clean and dry.
                 All toilet and other sanitary areas are required to be deep cleaned to
                  ensure the areas are disinfected and free from dust, grime, hair, scum,
                  scale, marks and smears. The areas shall be dry and clean and no
                  residue of cleaning agent shall be present.



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6.5.5.     Reactive Cleaning

6.5.5.1.   A reactive cleaning service is required to maintain the full and safe use of the
           facilities. Tasks can include, but are not limited to, responding to spillages,
           replenishing consumables and monitoring the cleanliness of the sanitary
           facilities.

6.5.5.2.   All requests for reactive cleaning shall be routed through the Helpdesk to
           ensure seamless and efficient service.

6.5.6.     Cleaning of Communication and Equipment Rooms (not currently
           required)

6.5.6.1.   Cleaning of these areas will be by arrangement with the Customer.
           Communication and equipment rooms are required to be cleaned following
           the Normal Standard of cleaning identified in clause 6.5.3.3.2, and the
           following additional cleaning requirements:

                 These areas must be free from dust.
                 Where possible items of furniture that are removable are not to be
                  cleaned within the area. They are to be removed dirty, cleaned outside
                  the area and returned in a clean anti-static state.
                 The use of brooms is expressly forbidden; suction cleaners when used
                  must conform in full with British Standards. All non-computer
                  equipment and furniture must be suction cleaned free from dust and
                  left free from grease and smears.
                 Dusters shall be of chemically impregnated or other approved dust-
                  absorbent type, except where used for dry polishing of glass when
                  they shall be lint-free, and they shall be changed at frequent intervals
                  before they have become fully charged with dust. The use of water for
                  cleaning in these areas is forbidden.
                 Under no circumstances must any computer or computer related
                  equipment be touched, moved, or disturbed in any way. Cleaners
                  must ensure that only the correct power sockets are used for cleaning
                  equipment, not those specifically dedicated for computer use.

6.5.7.     Cleaning of External Areas

6.5.7.1.   Cleaning of external areas is to be provided at regular intervals. The service
           may be integrated with the cleaning service so that there shall be no
           duplication of tasks in external areas. The following standard shall apply:

                 Entrances, car parks, playgrounds, paving, paths, steps, ramps,
                  walkways, terraces, ledges, fixed seating, lighting columns and
                  bollards and the outside premises must be maintained so that no
                  debris, litter, cigarette ends, chewing gum, dirt, bodily fluids, spillages
                  or stains are apparent after cleaning. Disinfectant may be used where
                  appropriate.
                 Empty all waste bins and replace in their original locations.
                 Any areas protected by security screening, netting or protective cages
                  may have the protection removed temporarily to remove debris, dirt,
                  dust and litter. The protection must be replaced to the original
                  standard prior to invasion.



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6.5.8.      Window Cleaning

6.5.8.1.    The Contractor shall clean all internal and external glazing. The Contractor
            should make a reasoned judgement on the requirement for the Estate(s)
            based on the information within the Data Pack. (Information redacted) Where
            window cleaning is required the Contractor should consider the frequency of
            external cleaning as a monthly requirement and internal cleaning 4-6 times
            per year. The following cleaning standard shall be applied:

                  All floors and furniture are to be adequately protected before the
                   commencement of work.
                  All glazing throughout the premises shall be cleaned. Glass shall
                   mean both sides of glass of every description, including but not limited
                   to, internal partition glazing, display case (external surface only) and
                   panel glazing, glass balustrades, exterior glazing and exterior
                   windows.
                  The Contractor shall leave glazing clean, dry and free from smears.
                   There must be no evidence of run marks, Verdi Gris, stains or finger
                   marks on glass, window ledges, sills, paintwork or surrounds.
                  Adjacent surfaces, including sills, mullions, frames and structural parts
                   associated with the glass, shall also be left free from liquid spillage,
                   smears and cleaning marks.
                  The Contractor must ensure that he satisfies himself as to the proper
                   working order of any cleaning access equipment. Where such
                   equipment is not provided by the Customer or available on site the
                   Contractor shall provide the specialist access equipment. The cost of
                   providing such access equipment shall be borne by the Contractor.
                  The Contractor must ensure that all Staff carrying out this work are
                   aware of and comply with, Working at Height Regulations. Risk
                   assessments must be carried out and a site specific policy statement
                   must be submitted and agreed with Customer prior to the
                   commencement of service.

6.5.9.      Cleaning of Exterior Building Fabric

6.5.9.1.    The Contractor shall operate a regular external cleaning programme, using
            the appropriate equipment at all times, following Safe Working Procedures in
            accordance with all current relevant legislation.

6.5.9.2.    The Contractor must ensure that all cleaning solutions employed for the
            cleaning of cladding and louvres is suitable for the purpose so as not to cause
            any damage to the finishes. The cleaning methods will comply with any
            manufacturer‟s recommendation for the cleaning of the external building
            fabric.

6.5.10.     Graffiti and Stain Removal

6.5.10.1.   The Contractor is required to provide a service for the removal of staining
            from building fabric as caused by such events as atmospheric pollution, the
            accidental spillage of material and the application of unauthorised artwork.




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6.5.10.2.   An appropriate cleaning method will be applied to ensure the building fabric
            remains in its current condition. The cleaning method will be one approved by
            the Customer.

6.5.11.     Sanitary Consumables

6.5.11.1.   Customer requires a complete washroom supplies service. The Contractor
            shall provide all sanitary consumables within his lump sum figure. These
            consumables include but are not be limited to:

                  Paper Towels
                  Roller Towels
                  Toilet Rolls
                  Liquid Soap
                  Bin Liners
                  Sanitary vending consumables
                  Air fresheners
                  Toilet Sanitisers

6.5.11.2.   The Contractor shall ensure compliance with all COSHH Regulations, will
            ensure that all consumables used by him shall cause no harm to the
            environment and comply with the Customer‟s policy on Greening Operations.

6.5.12.     Linen and Laundry

6.5.12.1.   The Contractor shall provide all linen required to carry out the service and
            shall be responsible for the laundering, organisation and control of all linen
            stocks. The Contractor shall ensure that an adequate stock of all linen is
            available and in good repair at all times.

6.5.12.2.   The Contractor shall provide laundered entrance mats, where required, at a
            frequency stipulated by the Customer.

6.6.        Pest Control

6.6.1.      The Contractor is to provide a total pest control service for the premises, in
            order to keep Customer‟s premises free from rodents, birds, insects and other
            pests. This service should be capable of delivering specialist pest control
            services such as removal of bees. The Contractor shall provide a full action
            plan for dealing with the range of pests encountered within the premises. A
            detailed survey of the site is necessary before any control is undertaken. The
            findings and results of the survey, together with other information, are then
            used in formulating the action plan, of which control is a major part.

6.6.2.      The Contractor must determine the site conditions and make a list of all the
            pests identified during the site visit. All Health and Safety issues must be
            addressed, regarding access, dangers regarding the type of pest and
            possible treatments, and therefore the relevant legislation that has to be
            adhered to.

6.6.3.      Customer requires a pest control service that would control, if not eradicate all
            pests from site, including the removal of dead creatures. Customer will look
            for the Contractor to use the most effective and humane methods possible
            and to remove animal corpses on discovery.


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6.6.4.    Within the Pest Control service the Contractor shall provide a pigeon and bird
          control service, to minimise the presence of pigeons and other birds at the
          premises, and to clean the exteriors of premises to keep the premises free of
          bird droppings. [Note: Sites highlighted within the data packs (Information
          redacted) that have a wildlife environment promotes the nesting and
          gathering of some bird species.

6.6.5.    It is the responsibility of the Contractor to ensure that all measures taken to
          prevent avian access, such as nets and roosting wires, where applicable, are
          maintained to a high standard at all times.

6.6.6.    It will be the Contractor‟s responsibility to prepare a programme for the
          agreement of the Customer, for the control of avian pests, and to remedy the
          damage their droppings may do to the premises.

6.6.7.    Inspection and service will take place during visits to the premises by the
          Contractor. Visits will be of three types and conditions may be developed
          covering each:

           i)     A pre-arranged number of regular inspections shall be negotiated. No
                  fewer than 12 visits per annum are anticipated, as fewer visits will be
                  insufficient to prevent infestations from developing.

           ii)    Emergency call outs and follow up treatments shall be regarded as
                  additional to routine inspections. The Contractor may include a routine
                  inspection during an emergency call out or follow up only if a routine
                  visit is due and if all inspection points are covered in addition to
                  emergency or follow up work.

           iii)   Additional follow up visits may be required to reinforce control
                  measures. These will often occur at the beginning of a contract to rid
                  premises of existing infestations and following emergency call outs to
                  ensure that actions taken prevent infestations from developing.

6.6.8.    Legislation restricts what pesticides can be used, where and how. Only
          adequately trained personnel may use pesticides or make decisions about
          how they are used (The Control of Pesticides Regulations, The Pesticide
          Manual, The UK Pesticide Guide, Wildlife and Countryside Act). Selection of
          the appropriate pesticide is the Contractor‟s responsibility. Methods are to be
          efficient but carried out in a humane way.

6.6.9.    In compliance with the Customer‟s policy on Greening Operations, the
          Contractor must make every effort to use Environmentally Preferable
          materials and equipment if available, provided that their efficacy is adequate
          for the purpose for which they are intended.

6.6.10.   Reports shall be written at the survey stage and after each site visit. They
          may need to be supplemented by annotated maps, plans or sketches. The
          reports shall be clear, concise and complete. They shall contain a summary of
          what was found, including the species involved the degree and extent of
          infestation and its significance, and possible origin. Comments on hygiene,
          proofing, structure, design and management practises as they affect pest
          infestation or control shall be included.



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6.6.11.    The Contractor shall institute a system of written reports on all pest control
           site visits. These shall be dated and describe the extent of treatments
           undertaken. Only approved pesticides must be recommended, and used in
           accordance with the label instructions and conditions and the Control of
           Pesticides Regulations. The identity of all pesticides applied shall be
           recorded, together with any warnings/precautions to be undertaken by
           Customer‟s staff in relation to the pesticides applied/work carried out.

6.6.12.    The Contractor or their specialist sub-contractor must be affiliated to either of
           the two Pest Control Associations and show how long they have been
           affiliated with confirmation from the associations with certificates and relevant
           qualifications gained.

6.6.13.    Certificates must be provided showing each of the technician‟s qualifications
           and aptitudes in the Pest Control techniques and processes.

6.6.14.    The Contractor shall provide all materials and equipment associated with the
           Pest Control service. No material or equipment associated with this service is
           allowed to be stored at any of Customer‟s premises.

6.7.       Waste Management

6.7.1.     General Waste
           (refer to data packs for applicable premises) (Information redacted)

6.7.1.1.   This service consists of the collection, removal and disposal of all non-
           classified waste materials, including foodstuffs and cooking oil.

6.7.1.2.   The Contractor shall collect and dispose of general waste in an appropriate
           secure and Environmentally Preferable manner, through collections by the
           relevant local authority or other licenced organisation that the Contractor may
           contract with. The Contractor shall take cognisance of the need of the
           Customer to meet government targets on waste, will provide support to the
           Customer in achieving this and will report on performance against these
           targets.

6.7.1.3.   Waste shall be weighed and monthly management information provided.

6.7.1.4.   The Service may be suited into the general cleaning service so that, by 08.00
           hours, all areas are clear of all waste. The Contractor shall be responsible for
           a waste collection service during Core Service Hours which reflect the
           standards for Basic, Normal and Prestige Areas as specified in clauses
           6.5.3.3.1 to 6.5.3.3.3, to ensure that waste receptacles in these areas are
           dealt with appropriately.

6.7.1.5.   In fulfilment of its statutory Duty of Care, the Customer will require the
           Contractor to provide full information on the methods of disposal of waste,
           showing clear evidence of using disposal methods which are Environmentally
           Preferable. In particular, the Customer will wish to be assured that as much of
           the waste as possible will be recycled or used for energy recovery, rather
           than sent to landfill. Existing recycling levels will be maintained or improved.

6.7.1.6.   It is an important aspect of this Service that the Customer requires the
           Contractor to demonstrate commitment to and compliance with the principles


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            of sustainable development as documented by the Customer(s), and seeks to
            continuously reduce the Customer‟s deleterious impact on the environment in
            waste disposal in general.

6.7.1.7.    The Contractor shall have the ability throughout the Contract, to provide
            individual collections of waste (such as electrical appliances), outside their
            normal collection and disposal routines. This Service will be made available to
            Customer during Core Service Hours, and the Contractor shall ensure the
            provision of any ad hoc collections upon request, in premises where a
            reactive cleaning service is required.

6.7.1.8.    The Contractor shall have Health and Safety responsibilities in this respect
            and will ensure that any lingering waste awaiting collection is secure from
            vermin or other pests, and does not pollute the surrounding atmosphere.

6.7.1.9.    The Contractor shall provide all materials and consumables associated with
            the provision of this Service, including waste bags, containers, incinerators,
            compactors and all other associated materials and supplies.

6.7.1.10.   Parts of the estate(s) currently has its own arrangements for general waste
            disposal. The Contractor is expected to review and propose a suitable
            solution during the first year of the contract. The Customer reserves the right
            to decide whether or not to offer the Contractor such opportunities

6.7.2.      Confidential Waste

6.7.2.1.    The Contractor shall ensure the secure collection, storage, removal and
            disposal of all confidential materials so that at no time these materials are out
            of the Contractors possession, or capable of being deciphered once disposed
            of.

6.7.2.2.    Confidential waste shall be signed for by the nominated Contractor‟s staff at
            the point of collection, and the Contractor staff member shall further indicate
            on each disposal, that it has been adequately destroyed. All Contractor‟s staff
            engaged in the disposal of confidential waste must be security cleared to an
            appropriate level, and the Contractor shall be responsible for ensuring that
            only those staff appropriately cleared have any access whatsoever to
            confidential waste and that all confidential waste is disposed of in line with
            current legislation.

6.7.2.3.    The Customer may, from time to time, audit the records of confidential waste
            disposal.

6.7.3.      Special or Hazardous Waste

6.7.3.1.    The Contractor shall handle, transport, treat and/or dispose of all special or
            hazardous wastes in a manner suitable for their nature and potential to pollute
            or cause harm, taking account of Dangerous Goods Regulations on labelling,
            containment and security for transport. Refer to data packs (Information
            redacted) for sites which have a septic tank.




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6.7.4.     Recycled Waste

6.7.4.1.   The Contractor shall on a continual basis seek to increase the percentage
           and range of goods that are recycled. The Contractor shall furnish the
           Customer(s) with information on current level of recycling and their plans to
           increase this in the monthly report.

6.7.4.2.   The Contractor shall be responsible for recycling as a minimum paper,
           cardboard, glass, plastic and cans. The Contractor shall be solely responsible
           for the streaming, collection and disposal of all these items, according to a
           schedule agreed with the Customer(s).

6.7.4.3.   The Contractor shall be responsible for the adequate provision of suitable
           receptacles for various types of recyclable waste, and will publish any
           additional guidelines or strategies for recycling material. The Contractor shall,
           through this promotion, continuously seek to increase the amount of materials
           able to be recycled.

6.7.4.4.   The Contractor shall demonstrate, through monthly reporting, that he remains
           cognisant of any new technologies/strategies for disposing of waste in an
           Environmentally Preferable manner. The Customer will wish to assess the
           Contractor‟s knowledge in this respect from time to time, and his methods for
           its implementation.

6.7.4.5.   The Contractor shall ensure that the volumes/weights of all materials recycled
           on a monthly basis are recorded and made available to the Customer during
           normal reporting sessions or upon request.

6.7.4.6.   The Customer is keen to promote recycling of other waste products, subject
           to practical consideration and economic viability. The Contractor is required to
           provide proposals to introduce additional waste materials for recycling.

6.8.       Reception Services
           (refer to data packs for applicable premises) (Information redacted)

6.8.1.     Reception

6.8.1.1.   The Contractor shall provide a professional; customer orientated Reception
           Service at the premises. In Reception areas of the premises, the reception
           service is expected to integrate with and complement the security service.
           The Contractor shall be responsible for providing a seamless and integrated
           service within reception areas in order to receive and manage staff and
           visitors efficiently and in a customer friendly manner.

6.8.1.2.   The Contractor shall provide dedicated Receptionists in the premises. All
           Receptionists shall be of a neat and tidy appearance at all times. Reception
           staff are required to possess comparable skills and qualities to those of front-
           of-house hotel staff. The Contractor shall ensure that all reception staff are
           trained in customer-awareness skills and that this training is continued on a
           routine basis throughout the duration of the Contract. They shall meet and
           greet in a friendly and polite manner all visitors to the premises and ensure
           that their passage into the Building is as smooth as possible, whilst complying
           with procedural and security requirements.



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6.8.1.3.    The Customer welcomes innovative proposals from the Contractor for the
            optimisation of the management of visitor ingress and egress in the reception
            area. This may include appropriate management of the interfaces between
            the reception and security services to ensure that all visitors and staff have a
            positive experience each time they visit the premises.

6.8.1.4.    The normal working hours of the reception service are to be proposed by the
            Contractor but must at least cover the Core Service Hours, however the
            Contractor shall ensure, when given 24 hours notice, that he responds
            positively to requests to escalate the service provision, in terms of staffing
            and the service specific duties to be performed.

6.8.1.5.    The Customer plays host to senior UK and foreign politicians, business
            visitors and members of the public who have occasional access to the
            premises. The Contractor shall recognise the importance of such visitors by
            developing a response which addresses this issue within the overall
            management of the reception Service.

6.8.1.6.    The Contractor shall ensure that there are adequate procedures laid down for
            use by reception staff so that they are immediately capable of answering
            general queries about the functioning of the premises and the Customer‟s
            business and are able to forward any concerns to relevant staff, via the
            Helpdesk where appropriate. The Customer expects the Contractor to explore
            the opportunities for the closest co-operation between reception services and
            the Helpdesk.

6.8.1.7.    Reception staff shall be present at the premises in good time in order to be
            present and ready for their duties. Similarly, reception staff shall not shut
            down the Reception desk until the end of the agreed service hours. The
            reception area shall be fully staffed by designated and fully competent
            reception staff at all times during the agreed service hours.

6.8.1.8.    All reception staff shall be trained in basic Health and Safety matters, be
            trained as a First Aider by an approved body, and shall at all times have
            immediate access to, and full awareness of, emergency contacts and
            procedures. All reception staff shall be trained in appropriate emergency
            procedures, including but not limited to urgent evacuation of the building and
            responses to bomb threats. It will remain the Contractor‟s responsibility to
            ensure that all emergency procedures to be dealt with by the reception staff
            remain updated at all times and that all Health and Safety training remains
            up-to-date.

6.8.1.9.    The reception staff will ensure that the Reception area is kept clean and tidy
            at all times and may contact the Helpdesk for any special cleaning that may
            need to be carried out during the day (such as spillages). Use by reception
            staff of any personal items such as personal radios ,music player, mobile
            phones or reading materials is prohibited whilst on duty, as is the
            consumption of food.

6.8.1.10.   Reception staff shall issue all visitor passes. Visitor passes shall only be
            issued to those visitors with verified appointments within the premises, or to
            bona-fide staff of the Customer. It will be incumbent on the Contractor to
            ensure that all visitors to the premises have a valid reason for gaining access,
            by checking with the appropriate the member of the Customer‟s staff, and


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            ensuring that the visitor remains at reception until their meeting sponsor
            arrives.

6.8.1.11.   Reception staff shall ensure, through appropriate communication, that the
            sponsor of each and every visitor is advised in timely fashion of their visitor‟s
            arrival. If there is any delay, for any reason, in a visitor to the premises
            attending his/her meeting, Reception staff will keep the visitor informed as to
            the reason for the delay and the likely wait time. Reception staff shall ensure
            that visitors shall not have to wait more than fifteen minutes without
            information on recipient status. In no circumstances should a visitor to the
            premises be allowed to enter the premises without a sponsor.

6.8.1.12.   If a visitor has not been met or collected by their host within 15 minutes of
            arrival, save for the reasons highlighted above, or the host cannot be
            contacted, Reception staff and/or the Helpdesk will take appropriate action in
            line with agreed procedures. It will be expected by the Customer that
            reception staff will be flexible in their approach to their duties and will use best
            endeavours to assist visitors and staff at all times.

6.8.1.13.   The Contractors reception staff shall take delivery of items at the Reception
            point in accordance with the Security Alert Status. The Contractor reception
            staff shall promptly notify the relevant Customer‟s staff of any delivery.

6.8.1.14.   In conformance with the Customers ISO 14001 requirement - Any person
            visiting sites to do work must sign the EF16 Environmental Site Rules form
            „Contractor‟s environmental responsibility.

6.8.2.      Security Passes
            (refer to data packs for applicable premises) (Information redacted)

6.8.2.1.    The Contractor shall be responsible for the production of all visitor and
            contractor passes. The Contractor shall be responsible for all consumables
            necessary for the production of all visitors‟, staff and Contractor security
            passes from the commencement of the Contract Period. The Contractor shall
            be obliged to liaise closely with the Customer„s security advisor, to ensure
            that procedures are to their satisfaction, and that the format and content of all
            passes are appropriate to the Customer‟s security requirements.

6.8.2.2.    The Contractor shall be required to keep on hand at all times sufficient
            supplies to provide this Service.

6.8.2.3.    The Contractor shall keep a record of visitors passes distributed that will
            include information on name, company, who they are visiting, time and date,
            and the time when the pass was recovered. This record shall be reconciled at
            the end of each working day, so that the Contractor is continually aware that
            the requisite number of passes is in his possession. The Customer will expect
            no discrepancy at any time in the number of passes distributed/collected.

6.8.2.4.    The Contractor shall also provide temporary „visitors‟ passes to the
            Customer‟s staff who have lost/misplaced/forgotten their permanent staff
            passes. The Contractor shall provide normal visitor‟s passes in those
            circumstances to staff whose employment has been verified to the Contractor
            as employed by the Customer. The reconciliation of these passes shall be
            undertaken exactly the same as visitors passes.


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6.8.2.5.   On or immediately following the Commencement Date, the Customer will
           supply the Contractor with appropriate passes for Contractor staff. During the
           period of Contract Mobilisation, the Contractor shall be expected to train their
           staff in the procedures for distribution of Contractor passes to the Customer
           premises. The Contractor shall guarantee in his proposals that all passes
           issued to Contractor staff remain in the hands of the individual to whom it has
           been issued, and in no circumstances shall these passes be transferred.

6.8.3.     Switchboard
           (refer to data packs for applicable premises) (Information redacted)

6.8.3.1.   The Contractor will operate a switchboard which manages incoming
           telephone calls for the Customer's staff. The Contractor will ensure that
           incoming calls are dealt with promptly, accurately and politely. Incoming calls
           will be routed to the appropriate member of staff or department.

6.8.3.2.   All incoming calls to the switchboard shall be answered in person within thirty
           seconds. Contractors staff are required to answer basic general enquiries

6.8.3.3.   The Contractor's Switchboard and Helpdesk staff will liaise effectively to
           ensure that customer records are maintained accurately.

6.8.4.     Voice Announcement System [Not currently required ]

6.8.4.1.   The Contractor may use the voice announcement system on occasions such
           as for Incident Control and Remembrance Day purposes, as requested by the
           Customer. The Contractor shall ensure that Contractor staff using the voice
           announcement system are trained in its use and in the making of
           announcements.

6.8.5.     Taxi Booking

6.8.5.1.   Reception staff may be required to call and book taxis for visitors or staff only.

6.9.       Security Services
           (refer to data packs for applicable premises) (Information redacted)

6.9.1.     General Requirements

6.9.1.1.   The Contractor shall provide a professionally managed, high quality security
           and guarding service that has BS EN ISO 9001 or equivalent accreditation
           and complies with all legislation governing the security industry. Through the
           use of industry best practice and the introduction of innovation, the service
           will achieve and demonstrate value for money on a continuous basis. The
           Contractor is to provide manned security cover [as per data pack]
           (Information redacted) to deter unauthorised entry, trespass, theft, vandalism,
           damage, loss through negligence, fire, flood, breaches of Health and Safety
           or confidentiality.

6.9.1.2.   Security staff shall liaise with Reception staff and may fulfil some of the roles
           of the Reception staff

6.9.1.3.   The Security proposals of the Contractor must meet the requirements of the
           Customer both for physical guarding, use of technology and procedures. The



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           Contractor shall liaise directly with the Customer‟s departmental security
           officer (or his staff) as required by the Customer and shall at all times ensure
           that access to his staff is granted on request by the Departmental Security
           staff. The Customer reserves the right to conduct their own spot checks of the
           arrangements laid down by the Contractor in order to satisfy themselves of
           the adequacy of the arrangements, and the Security staff in general. These
           inspections may take place at any time during the contract without any prior
           notice.

6.9.1.4.   The Contractor is to provide an appropriate number of suitably qualified and
           trained personnel to provide a high quality service 24 hours per day, 7 days
           per week. The training of guards, their supervisors and managers shall meet
           the standards laid down by the British Security Industry Association (BSIA) or
           equivalent. The Contractor shall continue to recognise the importance and
           impact of the security service and will hire staff that are professional and
           tactful in demeanour. At no time will the Contractor allow a shortfall in the
           presentation of the Security Service, thus providing maximum reassurance to
           the Customer staff as to its professionalism.

6.9.1.5.   During the period of Contract Mobilisation, the Contractor shall draw up a
           comprehensive list of personnel to be contacted in the event of incidents. This
           list will include specialist personnel or sub-contractors for items of plant or
           equipment or fabric that may affect the good running of the premises, and this
           list will be made available to all appropriate Contractor staff.

6.9.1.6.   During times of heightened security, the Contractor shall provide further
           detailed security provision as required by the Customer.

6.9.1.7.   The following duties are included within this contract and shall be carried out
           as required.

                 Internal and external patrolling
                 Monitoring and responding to CCTV and intruder alarms
                 Emergency Response
                 Barrier Control
                 Car Parking
                 Ordering and keeping record of taxi‟s booked out of hours
                 Control all radio battery charging
                 Assist with release of trapped personnel in lifts
                 Security and key management including arranging the replacement of
                  locks with the Helpdesk, replacement of locks when required, key
                  holding services
                 Open and lockup

6.9.2.     Uniforms and Equipment

6.9.2.1.   All staff must be supplied with a suitable uniform to be agreed with the
           Customer and must present a neat and tidy appearance at all times. As part
           of the service team approach, uniforms such as blazers and flannels with
           shirts and ties will be viewed sympathetically; however, these uniforms must
           not display any corporate identity.




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6.9.2.2.   The Contractor shall ensure appropriate communications devices are in use
           as sanctioned in writing by the Customer.

6.9.3.     Emergency Response

6.9.3.1.   The Contractor‟s security staff must be fully conversant with and practised in
           all procedures in response to incidents of accident and personal injury as set
           out by the Customer in response to any accidents directly reported to them or
           any incident reported by the Helpdesk including the completion and retention
           of accident record books. Contractor staff will at all times be aware of most
           up-to-date best practice in this regard.

6.9.3.2.   All security personnel are to be trained in First Aid. All and any relief staff
           must carry current certification First Aid.

6.9.3.3.   All security staff must be adequately and thoroughly trained in emergency
           evacuation measures including but not limited to building evacuation
           procedures and how to react in the event of fire, bomb, terrorist or any other
           threat. Contractor staff will at all times be aware of the Customer‟s current
           procedures to deal with emergency evacuations and the most up-to-date best
           practice in this regard.

6.9.3.4.   In the event of an emergency, the Contractor shall be responsible for
           contacting other colleagues, contractors, helpdesk and/or the Customer if
           required in the case of any emergency arising and must follow the procedures
           laid down by the Customer. It is essential therefore that all security personnel
           liaise with the Helpdesk for communications purposes. Appropriate
           management and supervision of the security (manned guarding) service shall
           form an essential component of the Customer‟s emergency procedures and
           security staff shall familiarise themselves fully with all the Customer‟s
           emergency procedures and related equipment and participate fully in their
           testing.

6.9.3.5.   In particular, the Contractor must ensure that all his staff are competent and
           trained in the response to and use of the Fire Alarm system and the
           procedures to be followed in the event of an alarm sounding.

6.9.3.6.   The Contractor may further consider emergency situations that may develop
           and present an outline plan for dealing with a complete range of emergency
           situations. The Customer may wish to collaborate with the Contractor on this
           plan, and provide expert input for some situations (those sites that are
           especially secure, for instance).

6.9.4.     Patrols

6.9.4.1.   Patrols shall be made of the interior and exterior of the premises according to
           the timetable agreed between the Customer and the Contractor. The
           Contractor shall propose a security regime following the information given in
           the data packs. (Information redacted)

6.9.4.2.   Patrols shall be recorded in the individual record for each building as shall
           identification of any malfunctioning of plant/equipment, potential breaches of
           security. The Helpdesk shall also be notified of any issues identified whilst on




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           patrol. The Contractor shall regularly check locks, and visually scan each
           area identified to ensure that no unauthorised personnel are on site.

6.9.4.3.   When on external patrol the following points shall be observed:

                 Vehicle impact damage
                 Signs of forced entry and broken glass
                 Graffiti or vandalism
                 Broken gates or perimeter fencing
                 Suspect packages, objects and/or vehicles
                 Persons behaving in a suspicious manner
                 Pavement defects (within the Customer‟s premises), loose or
                  dangerous masonry, overflows running from building and other such
                  defects

           The security staff shall report all instances of these events to the Helpdesk
           and, if appropriate and in accordance with procedures agreed with the
           Customer, to the Police. The primary objective at all times shall be to ensure
           the security of the premises and its occupants.

6.9.4.4.   When on internal patrol particular attention shall be given to

                 Suspect parcels or objects
                 Persons behaving suspiciously or who cannot prove their authority for
                  being on the premises
                 Closing windows
                 Obstructions at fire exits
                 Reporting of inoperative lighting and switching off non-essential
                  lighting
                 Damage
                 Flooring damage/trip hazards
                 Defective or tampered locks
                 Breakages
                 Signs of leakage from roofs or pipes etc

           The Security personnel shall advise of all instances of these events to the
           Helpdesk and, if appropriate and in accordance with procedures agreed with
           the Customer, to the Police.

6.9.4.5.   The Contractor shall keep records of any of the Customer‟s staff who remain
           in the premises between the hours of 1930 hours and 0730 hours Monday to
           Friday or who arranges to work on Saturdays, Sundays, Bank Holidays or on
           any other public holidays. This is to ensure the health and safety of staff
           members.

6.9.4.6.   The Contractor shall conduct a thorough security sweep of the Customer‟s
           open-plan workstation areas and offices at the commencement of any out-of-
           hours shift and ensure that a report of any breach is presented to the
           Customer, in an agreed format, on the first working day following the
           discovery of the breach.

6.9.4.7.   During the period of Contract Mobilisation, the Contractor shall draw up a
           comprehensive list of locations and assets to be overseen as part of the


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           security service, and present this database to the Customer for their approval.
           Once approval is forthcoming, this database will provide the primary focus of
           the Contractor, during their out-of-hours guarding.

6.9.5.     Controlled Access

6.9.5.1.   It will be the sole responsibility of the Contractor to control adequately ingress
           and egress to the premises during out-of-hours shifts. At no time will the
           Contractor allow the entrance of unauthorised individuals into the premises,
           and it will be the Contractor‟s sole responsibility to manage the service so that
           there is no incident of unauthorised access.

6.9.5.2.   The Contractor shall be responsible for politely challenging any person not
           wearing an appropriate pass at any time, including recognised staff of the
           Customer, to assure themselves that any and every person has a valid
           reason for being on the premises. The Contractor shall have in place
           procedures for Security staff to escalate any potential intrusion, including
           calling for immediate police attendance. The Customer will expect to have
           continuous access to these procedures, which shall be in place from the
           Commencement Date, and to agree with the Contractor any occasional
           variations that may prove necessary.

6.9.6.     Reporting

6.9.6.1.   The Contractor shall keep a record on all sites covered by this Service,
           showing times of inspections, any incidents noted by the Security staff, thefts
           and any faults to the premises requiring further attention by the Contractor.
           Problems or faults will be reported to the Helpdesk on identification. These
           records will remain open to the Customer for audit and inspection at all times,
           as a means for assessing the performance of the Security Service. The
           Contractor shall report thefts to the Customer‟s Security Advisor (the
           Departmental Security Officer or his nominated representative) and the Police
           as required.

6.9.6.2.   The Contractor shall be responsible for delivering security reports to the
           Customer, indicating any incidents, confirmation of patrols and any other
           issues that shall be brought to the Customer‟s attention.

6.9.6.3.   Where card access systems are in use, the Contractor shall provide the
           Customer with regular transaction reports and ad-hoc reports as required by
           the Customer.

6.9.7.     Closed Circuit TV (CCTV) Monitoring

6.9.7.1.   The Contractor shall use, monitor and maintain the Customer‟s CCTV
           systems, in accordance with the Customers policy and as appropriate, in
           order to assist the Contractor in providing the secure and safe running of the
           premises and their personnel.

6.9.7.2.   The Contractor shall utilise CCTV monitors for security incidents/breaches
           during working hours, as part of their overall Security requirements. The
           Contractor shall ensure that staff overseeing CCTV monitors are changed at
           sufficiently regular intervals to maintain alertness as defined in recognised
           industry guidelines.


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6.9.7.3.   The Contractor shall ensure that any staff overseeing CCTV monitors have
           immediate recourse to other security staff, including emergency/incident
           control personnel, at all times, to ensure the safe and secure functioning of
           the premises and their inhabitants and to facilitate the instigation of action as
           appropriate. It will be the responsibility of the Contractor to publish guidelines
           to staff, and update these as required, including all liaisons with and
           instructions from the Customer.

6.9.7.4.   Any recording material used by the Contractor to monitor CCTV activity shall
           be kept in a fire-proof secure facility to allow immediate access to their
           contents. It will continue to be the responsibility of the Contractor to maintain
           all CTV recording material in good order to enable ready access on an as-
           needs basis and as outlined above. All CCTV recording material must be kept
           available for review for four weeks before re-use by the Contractor. Recording
           material shall not be used more than 10 times.

6.9.7.5.   The Contractor shall manage any recording system in line with procedures
           agreed with the Customer.

6.9.7.6.   The Contractor shall keep the CCTV systems under continuous review, in
           order to recommend to the Customer any revisions to the systems that may
           be advantageous. The Customer will expect to see a report from the
           Contractor, prior to Commencement of Full Operations, identifying any
           weaknesses in the systems or any spend-to-save measures that may be
           prudent.

6.8.7.7    It will be the Contractor‟s responsibility to ensure that any incidence of
           breakdown of the systems are rectified within the agreed timescale, and that
           personnel are constantly available to monitor activities shown on CCTV
           monitors and where CCTV coverage has failed adequate personnel are on site
           to cover.


6.8.7.8    The Contractor shall ensure that a log is kept of any incidents requiring
           investigation/intervention by Security staff, and this log will be available at all
           times to the Customer. The Contractor shall present any information on
           incidents/security breaches uncovered by their CCTV monitoring to the
           Customer as part of their monthly reporting on performance.

6.8.7.9    The Contractor shall be responsible for compliance with the Data Protection
           Act, and other relevant legislation, and will ensure full compliance throughout
           the course of the Contract.

6.8.7.10   The Contractor shall be responsible for instigating any liaison with the
           Customer‟s security advisor as they may feel necessary to ensure security is at
           all times un-compromised.

6.9.8.     Site Access Management (SAM)

           The Customer allows Approved Training Bodies (ATB‟s) „supervised‟ access
           to the Motorcycle Manoeuvring Areas (MMA‟s) at the Agency‟s Test Centres
           for training purposes. I.e. to train candidates in the „off-road‟ manoeuvres in
           preparation for their motorcycle test.



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The Customer allows approved Community User Groups (CUG‟s)
„supervised‟ access to the Motorcycle Manoeuvring Areas (MMA‟s) at the
Agency‟s Test Centres for a variety of purposes, which may or may not
include vehicular access and/or training.

The Customer allocates available slots on pre-determined days where there
is no testing programmed either for an entire morning or afternoon during
working hours or at weekends and/or evenings. The frequency and location
of this provision is variable based on customer demand. During the winter
months evening slots are likely to be less frequent.

The Customer shall provide basic information on training slots ten days in
advance of the booked date and more detailed information three working
days prior to the booked date. The information will be sent via email in PDF
format; one document per site per day. Any late change notifications will be
sent in the same format.

The Contractor shall be responsible for the provision of „supervision‟ and Site
Access Management Services at any site as requested by the Customer.

The Contractor responsibilities in the provision of SAM and supervision
services are to deter unauthorised entry, trespass, theft, vandalism, damage,
loss through negligence, fire, flood, breaches of Health & Safety or
confidentiality. It will be the sole responsibility of the Contractor to control
adequately ingress and egress to the premises.

The SAM duties include, but are not limited to

    Opening up the premises on time, disarming the alarm and switching on
     of lights
    Reporting any building issues to the Customer
    Ensure that the MMA is free from debris including all substances likely
     to effect the safety of motorcyclists
    Ensure that the MMA is correctly set out including cones and speed
     measuring equipment to ensure the site is ready for use
    Reporting any equipment issues to the Customer
    Meet, greet and log all Approved Training Bodies (ATB‟s) and learner
     riders on and off the premises
    Check that the ATB holds a valid licence
    Where necessary, show the trainer how to operate the speed measuring
     equipment
    Observe the training to ensure that the user agreement is adhered to
    Ensure adherence to the training schedules and deal with any disputes
    Act as first point of contact for trainers for queries and liaison with the
     Agency‟s Customer Service Unit if necessary




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             Deal with minor fuel spillages and other issues with the MMA (oil
              spillage kits are provided at MPTC‟s)
             Reporting of any incidents or accidents in line with DfT policies
             At the end of each day ensure that the speed measuring equipment is
              correctly placed on charge and securely stored
             At the end of each day check the building/MMA is empty and that all
              windows are closed and secured, ensure lights are switched off; re-arm
              the alarm and ensure that the premises are locked and secured
             Where necessary, cone layout, collection and secure storage. This will
              be notified to the Contractor on an individual test centre basis
             Where necessary, water or sand filled barrier layout utilising the pallet
              truck provided on site. This will be notified to the Contractor on an
              individual test centre basis.
             When applicable, ensure that any booked slots that fail to be conducted
              are reported back to the Customer on the next working day following the
              booked day. This will require the SAM to clarify the reason for the slot
              not going ahead. A list of reason codes will be provided.
         The Customer shall provide basic information and training on the layout of the
         cones and set-up and operation of the speed measuring equipment. The
         Contractor will then be responsible for cascading this information and training
         to its Operatives. The initial training will take place at the Agency‟s Training
         and Development Centre in Cardington Training Centre, Bedfordshire.
         The Contractor will also be responsible for ensuring that staff are aware of
         and implement working patterns which accommodate the specific site by site
         differences.
         The Contractor will be expected to ensure that they have sufficiently trained
         and aware staff to undertake duties for unexpected or planned absence of
         Contractors identified workforce. All such replacement staff shall be fully
         trained on the layout of the cones; operation of the speed measuring
         equipment and site specific criteria prior to assuming responsibility for Site
         Access Management duties.
         The Contractor shall propose an hourly rate within the pricing schedule for
         providing this service. The cost for this service shall be dealt with on a pass
         through basis.


6.9.9.   Vacant Property Management

         The Customer currently has (and is likely to retain throughout the contract
         period) a number of vacant properties. The Contractor shall provide Vacant
         Property Management at these properties as required.

         The vacant property management is to include, but not be limited to:

             Initial Security Inspection & Recommendation Report
             Health and Safety Report
             Daily, Weekly or monthly Inspections (site dependent)
             Reports – Monthly and exception Reports


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       Boarding up and securing of the premises where required


Upon notification of a vacant building the Contractor shall undertake an initial
security inspection of the property and provide an individual property/site
Security Inspection and Recommendations Report together with a Health and
Safety Report. This initial inspection would consider and make
recommendations to ensure the security and safety of the property/site, in
respect of such as is set out below, but is not limited to this list:
       services
       heating systems
       all windows and doors
       intruder and other alarms
       internal and external waste
       landscaping
       overall security and inspection regime recommended

Based on the identified risks and recommendations the Contractor shall
undertake regular inspections of the property/site at a frequency agreed with
the Customer. Where a breach of security occurs in any property the
Contractor shall attend, inspect, report and ensure that the property/site is
made fully secure.

All actions and activities (inspections, patrols and adhoc call outs to vacant
properties), will be recorded and reported as part of the regular service
reporting.

In addition to properties becoming vacant properties the Customer may have
properties which are temporarily unoccupied as building works are completed
or have not gone operational following acquisition of property/site. In this
instance the Contractor will be required when requested to provide Vacant
Property Management and undertake regular patrols of the unoccupied
properties to enhance their continued security provision.

The Contractor shall provide, within the pricing schedule, fixed rate prices as
follows:
        A fixed rate price for the initial inspection and required reports and
         recommendations
        A fixed rate price per subsequent property/site inspection along with
         ongoing reporting requirements


The cost for this service shall be dealt with on a pass through basis.




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6.10.        Mail Services [ Not currently required]

6.10.1.      Mail Room

6.10.1.1.    The normal working hours of the Mail Room service are to be proposed by
             the Contractor. The minimum period of cover that is acceptable to the
             Customer is from [0700 hours to 1800 hours] on Monday to Friday.

6.10.1.2.    The Mail Room shall be staffed by a minimum of two members of staff at all
             times.

6.10.1.3.    The Contractor shall be responsible for the management and successful
             operation of a streamlined mail room service for the Customer that is
             integrated whenever possible with all other relevant services in order to
             provide value for money for Customer.

6.10.1.4.    The Contractor shall be solely responsible for the interface between the
             Customer and all 3rd party mail Contractors. The Contractor may provide
             innovative options for the most advantageous services offered by 3rd party
             mail providers. The Contractor may consider the use of various collection and
             delivery services.. The Contractor shall provide the Customer with proposals
             to maximise the efficiency of their incoming and outgoing mail regimes.

6.10.1.5.    The Contractor shall manage the receipt of incoming mail delivered by 3rd
             party mail providers. Dependant on requirements, all mail shall be sorted and
             X-Rayed, scanned and subject to other scrutiny as specified by the Customer
             in accordance with the Customer‟s procedures. The Contractor shall ensure
             that staff have received adequate and up-to-date training for this purpose.

6.10.1.6.    The Contractor shall ensure that all cheques, postal orders or cash received
             in the Mail Room are logged accurately and held securely pending collection
             by the intended recipient. A full audit trail will be provided by the Contractor.

6.10.1.7.    The Contractor shall comply with the Customer‟s procedures for the receipt of
             incoming tender documents.

6.10.1.8.    The Contractor shall ensure that all Mail Room staff are aware of security
             guidelines for postal services, including techniques for dealing with suspect
             packages. The Contractor shall put in place procedures to prevent the loss of
             items of post in his possession.

6.10.1.9.    Incoming items of Priority Mail (Special Delivery and Recorded Delivery
             items) will be logged and the Contractor shall ensure that these items are
             passed to recipients with thirty minutes of receipt in the mail room.

6.10.1.10.   The Contractor shall deliver incoming mail to mail drop-off points in the
             premises and will collect outgoing items from these points. All incoming mail
             shall be delivered within two hours of receipt in the mail room. The Contractor
             shall provide as part of his proposal a methodology for the collection, sorting
             and despatch of all outgoing mail. This shall identify the pick-up and drop-off
             times from team collection points within the Customer‟s premises.

6.10.1.11.   The Contractor shall agree with the Customer whilst undertaking the Contract
             Mobilisation, the details of a schedule for collection and delivery times. The



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             Contractor shall ensure that the collection and delivery times and methods of
             service delivery are advertised to the Customer‟s staff via the Intranet. The
             Contractor shall be responsible for maintaining all collection and delivery
             points and for ensuring that relevant personnel are aware of the location of
             these points. These may be signposted with the prior agreement of the
             Customer.

6.10.1.12.   The Contractor shall provide a range of outgoing mail solutions including, but
             not limited to, special delivery, overseas mail services, conventional mail and
             parcel services. The Contractor shall manage the despatch of outgoing mail
             via the Mail Rooms. It is the policy of the Customer that all post shall be
             despatched via second-class mail unless otherwise marked. Post shall be
             sorted into relevant despatch types and franked and bagged up accordingly.
             All outgoing mail shall be dispatched on day of collection from mail drop-off
             points. The Contractor may provide assistance, when requested, in packaging
             larger items prior to despatch. The Contractor shall endeavour to assist the
             Customer‟s personnel with late deliveries and special requests.

6.10.1.13.   The Contractor shall be responsible as required for the management of bulk
             mail despatches such as press releases. This service may be requested by
             the Customer at short notice and to tight deadlines. The Contractor may
             integrate this service with other relevant services to optimise efficiency.

6.10.1.14.   The Contractor is required to keep separate accounting records for each
             management unit to facilitate the Customer‟s internal accounting
             requirements. These records shall be available at all times for audit purposes.
             Records may include but not be limited to all courier collections, special
             deliveries received and despatched, volume data.

6.10.1.15.   The Customer requires regular analysis of trends in the usage of mail
             services via monthly reports and/or quarterly or annual reviews. This should
             enable the Customer to identify peaks and troughs of demand and emerging
             patterns of usage.

6.10.1.16.   The Customer will pay for all postage costs and the Contractor shall be
             required to work within budget limits set by the Customer. The Contractor
             shall therefore be required to keep detailed monthly accounts of expenditure
             on postal services. These records must be capable of being audited and used
             to analyse trends.

6.10.1.17.   The Contractor shall not have the ability to exceed the budget dedicated for
             the purchase of postage, without the written authority of the Customer. The
             Contractor shall be expected to pay all franking/postal charges himself,
             against this budget, and re-invoice the Customer on a pass through basis.

6.10.2.      Courier Booking [Not Currently Required]

6.10.2.1.    The Contractor shall manage and co-ordinate a national and international
             courier service for the Customer. The Contractor shall propose companies to
             provide courier and parcel carriage services for the Customer. This will
             provide the Customer with an opportunity to evaluate these unit costs against
             current costs. Should the Contractor be able to demonstrate that their supply
             chain is able to offer better value-for-money, the Customer may accept those



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            as suitable providers, however the Customer reserves the right to choose
            those or alternative providers for this service.

6.10.2.2.   The cost of outgoing courier and parcel despatches shall be managed on a
            pass through basis. It will be incumbent on the Contractor to keep a clear
            audit trail for courier and parcel services for eventual recharging, accounting
            and audit purposes.

6.10.2.3.   The Contractor shall conduct regular benchmarking exercises on the service
            provided in order to establish the robustness of the extant service and system
            and to suggest any improvements to the service as a result. The procedure to
            be adopted for benchmarking exercises will be agreed in advance with the
            Customer.

6.10.2.4.   It will be the Contractor‟s responsibility to secure authorised signatures from
            the Customer‟s personnel requesting the service and to keep a clear and
            accurate log of requests and associated costs for the service.

6.10.2.5.   All requests for courier services shall be made by the Customer via the
            Helpdesk and shall be actioned within thirty minutes of receipt. From the point
            of ordering the Contractor shall be the liaison point between the courier
            company and the originator of the request. In the event of any delay to the
            delivery, or any confusion over the delivery point, the Contractor shall ensure
            that the courier company does not deal with the Customer direct, but only with
            the Contractor. The Contractor shall also undertake all necessary tracking
            and tracing on behalf of the Customer‟s staff. The Contractor shall work in
            partnership with the Customer to ensure a seamless service for the
            Customer‟s personnel.

6.10.2.6.   The Contractor shall ensure to the satisfaction of the Customer, that only
            those persons authorised to request a courier are able to do so. The
            Customer and the Contractor shall agree the method of ensuring that this is
            carried out.

6.10.2.7.   The Contractor shall take delivery of all incoming goods delivered by courier
            or parcel companies on behalf of the Customer and will ensure that they are
            delivered to the correct recipient.

6.10.2.8.   The Contractor shall support the Customer‟s policy on Greening Operations
            by using, whenever practical, representing value for money and when time
            and distance permits, Environmentally Preferable forms of transport such as
            bicycle couriers and LPG cars in preference to those which use motor cycles
            or petrol powered cars.

6.10.3.     Mail Room Equipment [Not currently Required]

6.10.3.1.   The Contractor shall be responsible for the operation and maintenance of
            Mail Room equipment including but not limited to franking machines, sorters,
            postal scales, X-Ray scanners throughout the contract. The Contractor shall
            be required to review the existing equipment and the Customer‟s leases at
            the start of the contract and to propose the most efficient and cost effective
            solution for the future. Should the Contractor consider that it is in the interest
            of business efficiency and best value-for-money, he may propose the
            replacement of equipment in advance of their lease expiry date.


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6.10.3.2.   The Contractor shall ensure that all equipment is at all times fit for use and
            that it is not operated in such a way as to contravene health and safety
            requirements or invalidate warranties or terms of the lease. The Contractor
            shall facilitate access for specialist maintenance technicians, including
            accompanying them to individual machines as necessary. All reactive
            maintenance requests for Mail Room equipment shall be dealt with through
            the Helpdesk.

6.10.3.3.   The Contractor shall be responsible for the provision of all materials and
            consumables normally associated with the provision of a professional postal
            service, including ink, special labels, courier bags and packaging materials.
            The Contractor shall also be responsible for the provision of all trolleys used
            in the movement of mail and larger items throughout the premises. The
            Contractor shall account for the costs of these in his lump sum tender return.

6.11.       Messenger Service [Not Currently Required]

6.11.1.     The Contractor shall provide proposals for a synergistic and flexible approach
            to Mailroom, Messenger and Porter activities. The Messenger service shall be
            responsive to customer needs and shall complement other aspects of this
            Contract.

6.11.2.     Ad-hoc requests for service shall be made via the Helpdesk, and customers
            shall be advised of the estimated time for completion of the task requested.
            The Contractor, in liaison with the Customer, will publicise the nature and
            extent of the Messenger service.

6.11.3.     All internal items (within the same building) shall be collected and delivered
            on the same day within Core Service Hours.

6.11.4.     The range of tasks expected of the Messenger services includes the delivery
            of stationery and computer equipment to customers, collection of urgent mail
            for despatch when requested, delivery of urgent items from the Mail Room to
            customers (Senior Civil Servants), delivery of employee wage slips to
            departments and assistance with the removal of parcels from customer
            departments to the Mail Room.

6.11.5.     The Contractor shall ensure that Messengers take cognisance of all tasks that
            may require priority handling (especially requests from Senior Civil Servants),
            and remain sensitive to the originator of any special request for the
            messenger Service. Further, the Contractor shall ensure that all messengers
            take cognisance of the relative sensitivity of any request, and as notified to
            them by the request originator, ensuring that it is dealt with appropriately.

6.11.6.     Contractor staff shall obtain signatures where appropriate to provide an audit
            trail for the safe and secure delivery of goods and post.

6.11.7.     It will be the Contractor‟s responsibility to ensure that this service is delivered
            judiciously to ensure that the Customer can continue to carry out its business
            activities effectively. The Customer may require the provision of a Messenger
            service outside Core Service Hours. This is classed as an additional service
            and will be arranged by prior agreement between the Customer and the
            Contractor.



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6.12.      Porterage [Not Currently Required]

6.12.1.    The Contractor shall provide a professionally managed Porter Service for the
           Customer‟s premises that is integrated with the Messenger, Mail Room,
           Handyman, and other FM services, and as part of his Lump Sum Price.

6.12.2.    The Porter Service provided shall be flexible in nature, and able to
           accomplish small office moves, the transport of inter-departmental supplies,
           and to assist other FM services as required including the delivery of internal
           and external post, parcels and heavy packages. All internal items shall be
           collected and delivered within 24 hours.

6.12.3.    Porter services may be required for small tasks (for example, moving a filing
           cabinet), or for those requiring more time and effort (for example, moving an
           entire management unit).

6.12.4.    The Contractor shall provide a flexible, uniformed porter service to the
           Customer during Core Service Hours and have available a facility for out-of-
           hours requirements. The porterage service shall have the attire of the overall
           service team.

6.12.5.    The porter service shall be controlled entirely by the Helpdesk and shall be
           subject to the appropriate performance measures. However, porters shall be
           prepared to respond to the occasional ad hoc tasks requested by the
           Customer when contacted directly by staff. The porter shall self report these
           ad hoc tasks to the Helpdesk for measurement purposes. Urgent ad hoc
           requests shall be responded to within ten minutes of request.

6.12.6.    All pre-booked requests for porter services to be delivered within fifteen
           minutes of booked time.

6.12.7.    All staff shall have undertaken appropriate training such as manual handling
           course and customer service skills, and be otherwise appropriately
           professionally trained for their duties.

6.12.8.    The Contractor shall schedule the workload of porters through its Helpdesk
           service, in order to ensure the adequate provision of manpower to accomplish
           scheduled tasks. The Helpdesk shall publicise the provision of the porter
           service on the Intranet service, including any guidelines as to minimum
           response times for the Service to be available to the Customer.

6.12.9.    Porters shall obtain appropriate signatures indicating the safe delivery of
           goods and/or completion of the Service in all instances.

6.12.10.   It will be the Contractor‟s responsibility to ensure that porters are used
           judiciously to enable the Customer to continue to carry out its responsibilities.
           The Contractor shall continue to monitor ad hoc requests made to individual
           porters, to help inform any views as to whether the Service is adequately
           under or over provisioned.

6.12.11.   The Contractor shall ensure that porters are available to accomplish minor or
           major moves,. As well, porters shall be available to assist with other FM
           responsibilities if necessary (such as messenger duties or moving supplier
           goods). It is anticipated that porters may primarily be required during Core



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            Service Hours. For major moves, or moves that would otherwise
            inconvenience the workings of the Customer, weekend work may be
            scheduled by the Contractor at rates agreed in advance. However, in the
            case of over-time work for porters, the Contractor shall be prepared to justify
            the expenditure on a case-by-case basis, to demonstrate to the Customer its
            necessity.

6.13.       Stationery Supply [Not Currently Required]

6.13.1.     The Contractor shall procure, supply and manage the stationery requirement
            of the Customer. The Contractor shall order and distribute the items following
            procedures agreed with the Customer. The cost of this service will be
            managed on a pass through basis.

6.13.2.     The Contractor shall propose the most economically advantageous method of
            supplying paper and consumables. The Contractor should note that the
            Customer has access to pan-government and pan-departmental contracts for
            procurement purposes. The Contractor shall investigate these arrangements
            or the use of alternative arrangements for procurement of paper and
            consumables.

6.14.       Journal, Magazine and Newspaper Supply

            (refer to data packs for applicable premises) (Information redacted)

6.14.1.     The Contractor shall manage the provision of Journals, Magazine and
            Newspapers required by the Customer. The Contractor shall order and
            distribute the items following procedures agreed with the Customer. Costs for
            journals, magazines and Newspapers will be on a pass through basis.

6.15.       Reprographics Service [Not Currently Required]

6.15.1.     Central Reprographics Service

6.15.1.1.   The Contractor shall provide a central reprographics service which meets the
            operational needs of the Customer, optimises the potential for synergies with
            other services, takes full cognisance of the Customer‟s environmental
            strategies as set out in the Policy on Greening Operations, and reflects the
            Customer‟s objective to apply electronic communications to all aspects of
            service delivery. The Contractor shall continuously review the service and
            make proposals for the introduction of relevant developing technology.

6.15.1.2.   The Contractor shall provide a service for the bulk copying, finishing and
            binding of documents within a range of generic timescales shown below. This
            bulk reprographics provision shall be complemented by the Customer‟s
            provision of smaller convenience copiers throughout the premises. Details of
            the equipment available to the Contractor are provided in the Data Pack
            (Information redacted) together with historic data in respect of volumes of
            copying.



                    Service Priority                           Timescale



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                             A                     Within 2 hours (less than 1000 sheets)

                             B                                    Next Day

                             C                                    72 Hours

                             D                                 By Agreement


6.15.1.3.    The Contractor shall provide proposals with regard to the location of central
             reprographics facilities, but shall note that no presumption should be made
             that services must be delivered from within the premises.

6.15.1.4.    The Contractor shall ensure that the central reprographics service is capable
             of receiving documents and images for copying in a variety of formats and
             media both paper and electronic.

6.15.1.5.    The Services shall be undertaken in accordance with instructions that shall
             accompany each order as advised by customers. The Contractor shall publish
             guidelines to customers describing the range of services available, methods
             of ordering work and the timescales for provision of reprographic work.

6.15.1.6.    The range of services to be provided shall include but not be limited to:

                   Single and double-sided black and white and colour photocopying.
                   Photocopying onto A3 and A4 paper.
                   Photocopying onto a range of products including card, acetate, pre-
                    printed paper.
                   Enlargement, reduction, image manipulation.
                   Collation, binding, hole-punching, laminating, guillotining, booklet
                    making and other copy finishing.

6.15.1.7.    Unless otherwise stated by the customer, all photocopying shall be double-
             sided.

6.15.1.8.    The normal working hours of the central reprographics service are to be
             proposed by the Contractor. The minimum period of cover which is
             acceptable to the Customer is the Core Service Hours.

6.15.1.9.    The Contractor shall ensure that the service is managed flexibly and has the
             capacity to accommodate requests for urgent work at short notice which may
             not comply with the generic service timescales. The Contractor shall ensure
             that when given notice, that he responds positively to requests to escalate the
             service provision, in terms of staffing. This may include the need to work
             outside the normal hours during the week or at weekends or on public
             holidays.

6.15.1.10.   The Contractor shall be responsible as required for the copying of bulk mail
             despatches such as press releases. This service may be requested by the
             Customer at short notice and to tight deadlines. The Contractor may integrate
             this service with other relevant services to optimise efficiency.




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6.15.2.     Reprographics Equipment [Not Currently Required ]

6.15.2.1.   The Contractor shall supply and be responsible for all machinery and
            equipment necessary for the proper performance of the Contract and their
            costs. The Contractor shall note that the Customer does not currently own or
            lease reprographics and finishing equipment. This is owned/leased by the
            outgoing contractor. The Contractor is to propose the items or equipment for
            use in the provision of this service.

6.15.2.2.   The Contractor shall be responsible for the maintenance and repair of all
            equipment (whether provided by the Contractor or by the Customer) the
            provision of all consumables, stationery and all items for the finishing of
            documents (e.g. comb bindings etc) that are required to meet this
            Specification. The provision of all consumables and stationery will be dealt
            with on a pass through basis.

6.15.2.3.   The Contractor shall propose the most economically advantageous method of
            supplying paper and consumables. The Contractor should note that the
            Customer has access to pan-government and pan-departmental contracts for
            procurement purposes. The Contractor shall investigate these arrangements
            or the use of alternative arrangements for procurement of paper and
            consumables.


6.15.3.     Office Machinery Servicing and Maintenance [Not Currently Required ]

6.15.3.1.   The Contractor shall provide a holistic management service for office
            machinery within the premises. This shall be managed via the Helpdesk and
            shall include but not be limited to convenience photocopiers, fax machines,
            scanners, shredders etc. Details of the equipment to be managed are
            provided in the Data Pack. (Information redacted) This service shall be
            integrated with other services such as porter services, messenger services,
            central reprographic services, handyman services etc.

6.15.3.2.   The Contractor is responsible for the provision and maintenance of all office
            machinery. This shall encompass liaison with the relevant suppliers, ensuring
            that appropriate maintenance (both reactive and proactive) is carried out in
            accordance with service contracts, managing the renewal of service contracts
            and liaising with customers.

6.15.3.3.   The Contractor shall be responsible for ensuring that appropriate machines
            are filled with paper on a regular basis and that adequate supplies of paper
            are available for equipment at all times. The Contractor shall ensure that
            equipment is provided with adequate supplies of consumables. The
            Contractor shall provide guidance to customers in respect of routine trouble-
            shooting and shall call out service engineers as appropriate.

6.15.3.4.   The Contractor shall continuously review the service needs of customers and
            through liaison with them, shall propose value for money improvements and
            service innovations.




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7.       ADDITIONAL RELEVANT SERVICES

         The following services may be added to the main contract. The Customer
         may request the Contractor to provide a price for any of these services
         throughout the term of the Contract. The Contractor will be obliged to
         undertake delivery of any of these services if so requested by the Customer.

7.1.     Space Management

7.1.1.   When providing space planning design and workplace strategy services
         under the Contract, the Contractor shall take full account of all current
         legislation, Government Guidance, Best Practice and Customer policies
         (including but not limited to High Performing Properties, Achieving
         Excellence, Revitalising Health and Safety, Sustainable Development, Design
         Quality, and Gateway reviews). The Contractor shall ensure that any advice
         provided to the Customer complies with these policies and with the current
         version of Appraisal and Evaluation in Central Government, “The Green
         Book” Treasury Guidance

7.2.     Statutory / Compliance Surveys (e.g. DDA, Health and Safety, Pollution,
         Deleterious Materials)

7.2.1.   Output is a statement of whether the building in its current condition and in
         the way it is currently used complies with statutory requirements, and what
         would be needed to achieve compliance. Note that in terms of DDA, the
         requirement is to provide disabled people with an equivalent service, so
         altering the way a service is delivered may be an alternative option to building
         works.

7.3.     Change Management

7.3.1.   Change management is a discipline for managing organisations'
         implementation of changes to improve business performance. It focuses on
         the transition people make when change occurs. Effective change
         management is delivered through a structured programme of communication
         and support activities, fully involving staff and recognising the key role that
         they play in ensuring a successful outcome. The programme should start as
         early as possible in the process and is likely to include

               Communication
               Training
               Monitoring, review and embedding change

7.4.     Best Practice Guidance

7.4.1.   The Contractor may be required to provide best practice guidance in relation
         to building occupancy. This could include

               General case study examples of landmark projects
               A guide to obtainable/demonstrable benefits to the Customer /
                occupier
               Latest research results
               Proven links between increased productivity and workplace change
               Workplace related leading edge technology applications


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               Occupancy cost methodology and measurement
               Spend to save investment innovations

7.5.     Furniture Management

7.5.1.   The Customer, as with any other large organisation, undergoes regular
         changes in personnel, all of whom need to be supplied with normal office
         furniture. There is also a requirement for old furniture to be stored for later
         use or disposal. The Contractor shall provide a centrally managed facility to
         organise the provision and supply of all necessary office items as new
         employees join the Customer, as moves occur, or as new premises are
         added to the premises, , and as outlined below. All moves of furniture and/or
         equipment shall be reflected in the CAD drawings and in the asset register.

7.5.2.   The Contractor shall understand that the Customer is likely to expand or
         contract its usable office space at very short notice, and it is the Customer‟s
         requirement that the Contractor assist in the management of this natural
         expansion and contraction.

7.5.3.   The Contractor shall procure furniture only with the sanction of the Customer
         and shall use departmental and pan-government contracts approved by the
         Customer. The Contractor is invited to review the use of such contracts for
         furniture procurement and to make proposals for alternative procurement
         routes if these can be demonstrated to provide value for money.

7.5.4.   The Service shall include managing the storage and/or disposal of all items of
         furniture normally associated with office work, the cost for external storage
         and removal will be on a pass through basis. This will include desks, storage
         cabinets, bookcases, shelving, chairs, pedestals and all other equipment and
         furniture commonly utilised in any office.

7.5.5.   The Contractor shall provide a holistic approach to the removal and storage of
         furniture, the provision of furniture from storage and the temporary holding of
         new furniture awaiting deployment. Furniture taken from storage shall be
         clean and fully functional prior to delivery to the recipient.

7.5.6.   The Contractor shall remove any packing materials for equipment
         immediately on delivery at its intended place, and assemble any furniture as
         necessary in such a way as to produce minimal disruption to the workings of
         the Customer. Any packing materials will be disposed of in accordance with
         the principles set out in the policy on Greening Operations.

7.5.7.   The Contractor shall at all times maintain accurate records of stored furniture
         and goods and shall ensure through appropriate management by the CAFM
         system that requests for equipping new staff members are directed to the
         holding stock and not directly to new purchase of equipment. Any asset
         tracking labels used shall be attached inconspicuously.

7.5.8.   The Contractor shall ensure that all the Customer managers are aware of the
         contact point for collection replacement or addition to all furniture and
         equipment.




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7.5.9.    The Contractor shall keep the Helpdesk fully informed to enable the Helpdesk
          to respond to the request originator with anticipated time-scales for deliveries
          and removals.

7.5.10.   It is a requirement of the Customer that the Contractor shall provide a single
          point of advice for the equipping of any new member of staff, and shall
          perform all other necessary liaison functions with other Contractors that will
          be required to facilitate this process (IT equipment, telephony etc).

7.5.11.   The Contractor may undertake regular audits and reviews of stored
          equipment. The Contractor shall ensure that no furniture in use in the
          premises is sent for disposal. Only redundant furniture held in storage may be
          sent for disposal ensuring the highest quality stock is always retained. All
          furniture will be disposed of in accordance with the principles set out in the
          policy on Greening Operations. The proceeds of any furniture disposal shall
          be returned to the Customer and may be shared with the Contractor subject
          to the terms of any prior agreement with the Customer.

7.5.12.   The Contractor shall have professional knowledge of business standards in
          the specification of office furniture, including the provision of flexible working
          spaces, acceptable environmental conditions etc.

7.5.13.   The Contractor shall bring innovation to the provision of this Service, by
          remaining constantly updated as to new types of furniture entering the
          marketplace that could be of use, by remaining conversant with sustainable
          development/green procurement guidelines and new standards being applied
          to the industry that the Customer should comply with.

7.5.14.   The Contractor shall keep detailed records of issued/disposed furniture on a
          department-by-department basis for audit purposes, demonstrating any cost.
          This shall include disposal in an auditable environmental manner. These
          records will be available to the Customer on request, and will be kept for the
          duration of the Contract.

7.6.      Move Management

7.6.1.    If requested by the Customer, the Contractor may manage the entire move
          process which may incorporate space planning, updating of CAD drawings
          and asset registers, liaison with customers, preparation of move plans,
          management of Contractor and sub-contractor staff, movement of furniture,
          equipment and personal effects, liaison with other relevant contractors (e.g. IT
          and telecommunications, other specialist advisors to the Customer), post-
          move reviews with the Customer and their staff.

7.6.2.    The Customer reserves the right to decide whether or not to offer the
          Contractor such opportunities.

7.6.3.    The Customer shall take the role of Project Sponsor in relation to Move
          Management.




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7.7.          Telecommunications

7.7.1.        The Customer may invite proposals for the delivery of a telecommunications
              service. This service is defined as an Optional Service and the Customer has
              the right not to accept any proposals.

7.7.2.        The Contractor shall provide a telecommunications service at the premises
              which provides and demonstrates value for money on a continuing basis.

7.7.3.        The service will encompass the management and provision of the following:

                  Maintenance of the cabling infrastructure and telecommunications
                   equipment.
                  Patching for moves and changes.

7.8.          Flag Flying

7.8.1.        The Contractor may be required to provide a flag raising and lowering system
              for the premises, year round, through the course of the Contract. The
              Contractor shall liaise with DCMS as to the protocols for flag flying.

7.8.2.        Raising and lowering of flags may be required, including occasional requests
              for half-mast positions, or the flying of flags from other nations. Flags shall be
              raised and lowered at dawn and dusk respectively, on a daily basis.

7.8.3.        The Contractor shall provide for an appropriate number of replacement flags
              for the premises.

7.8.4.        The Contractor shall ensure that the appropriate Personal Protective
              Equipment is utilised in every instance of flag flying to ensure the safety of
              personnel at all times.

7.8.5.        The Contractor shall ensure that all staff involved in flag raising and lowering
              are trained in the use of National Flags.

7.9.          Chauffeur Services

7.9.1.        The Contractor may be required to provide chauffeur, including but not limited
              to the provision and maintenance of vehicles, fuel provision and a driver. The
              Contractor shall provide this service in line with the Customer's policy on
              sustainable development, especially relating to the vehicle emissions.

7.10.         Fume Cupboard Maintenance

7.10.1 The Contractor shall test and maintain fume cupboards, where applicable, in
       accordance with manufacturer‟s and installer‟s guidance and in line with statutory
       requirements.

7.11.         Document Storage

              It is expected that the contractor will review the Customers current and future
              requirements over the term of the contract and present a beneficial
              commercial and operational proposal. The Customer reserves the right to
              decide whether or not to offer the Contractor such opportunities.



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7.11.1.     General Requirements

7.11.1.1.   The Contractor may be required to provide a holistic document storage
            service. The Contractor shall provide the service based on the Customers
            requirement relating to document storage and the on-site storage capacity.
            The Contractor shall provide this service in line with the Customers policy on
            filing, archiving and storage.

7.11.1.2.   The Contractor shall optimise the use of on-site storage facilities and shall
            ensure that documents with a request frequency are stored in this location.

7.11.1.3.   The Contractor shall provide an off-site storage solution for overflow and for
            long term storage/archiving required by the Customer. The Contractor shall
            manage process for storage and retrieval of documents to and from the off-
            site storage facility.

7.11.1.4.   The Contractor shall dispose of and/or destruct documents kept in storage as
            instructed by the Customer, following agreed procedures.

7.11.2.     Stores Management

7.11.2.1.   The Contractor shall manage the stores included in the data pack.
            (Information redacted) The Contractor shall manage the process for disposal
            and retrieval of documents to and from the storage facility, which may be on-
            or off-site. The Contractor shall provide storage facilities that are suitable for
            the stored items and comply with any British or European Standard or any
            other recognised standard that may apply to the goods in storage.

7.11.2.2.   The Contractor shall dispose of and/or destroy goods kept in storage as
            instructed by the Customer, following agreed procedures.




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8.        CONTRACT MOBILISATION

8.1.      General

8.1.1.    During the Contract Mobilisation period the Contractor will be expected to
          mobilise all the appropriate Services contained in this Schedule.

8.1.2.    The aim of the Contract Mobilisation period is for the Contractor to familiarise
          himself with the Customers Buildings and the accommodation needs of the
          occupiers. The Contractor is advised not to underestimate the level of liaison
          that will be involved with the occupiers in this period or the complexity and
          diversity of their operating methods.

8.1.3.    The Contractor must fulfil all the duties contained in the following paragraphs.
          It is particularly important for the Contractor to have in place by the end of the
          Contract Mobilisation period all the necessary arrangement to ensure
          continuous operations by the occupiers.

8.1.4.    The Contractor should note that the Customer cannot guarantee the
          completeness or accuracy of any information provided by the Customer, or
          that of the outgoing contractor.

8.1.5.    There will be a three-month period (unless otherwise agreed with the
          Customer) during which the Contract Mobilisation will take place. The legal
          rights and obligations of the Contractor during this period are those stipulated
          in the Contract.

8.1.6.    During this period, there will be parallel running with the incoming Contractor
          and outgoing contractors. The outgoing contractors will retain full
          responsibility for all extant Services until the Commencement of Full
          Operations (or as otherwise formally agreed with the Customer). The
          Contractor‟s full service obligations will formally be assumed on the
          commencement of Full Operations as set out in the Contract.

8.1.7.    The Customer will require progress meetings weekly or on demand with the
          Contractor during the Contract Mobilisation period, to assist and keep
          informed as to how well duties are being assumed, and to assist in problem
          solving as any such matters occur. These meetings will be chaired by the
          Customer(s); minutes will be kept and published by the Contractor. The
          Customer recognises that the Contract Mobilisation period will be one of flux
          and is committed to providing hands-on assistance, where necessary, to
          assist the Contractor in assumption of its new duties.

8.1.8.    During this time, the Contractor shall undertake the routine examinations and
          inspections of the premises and Services necessary to assume its duties.

8.1.9.    Security clearances for Contractor‟s personnel will require a lead-in period.
          The Contractor should be aware that the process may take some weeks and
          in certain cases much longer.

8.1.10.   During the Contract Mobilisation period, the Contractor will be required to




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            Produce a programme for carrying out the requirements within the Contract
             Mobilisation Period;

            Liaise with the existing Contractor to enable the full completion of the
             Contract Mobilisation activities;

            Produce a Contract Mobilisation report for each Building to encompass
             programmes that will fulfil all the Customer‟s obligations to landlords, and
             other tenants. The format of reports and programmes is to be agreed with the
             Commission manager. Particular attention needs to be paid to establishing
             the operating requirements of the occupiers in drawing up these programmes
             for agreement with the Commission manager.

8.2.         Benchmarking

8.2.1.       The Contractor shall establish, during the Contract Mobilisation period robust
             systems for commencing or continuing the process of producing
             benchmarking data, for all Services provided under this Contract. The
             Contractor shall continue to demonstrate on an open book basis, using the
             data provided for the various Services in his tender return that Services
             deliver “Best Practice” in their area and all costs provide Value for Money for
             the Customer.

8.2.2.       The benchmarking statistics shall influence all areas of service and the
             accuracy of this information is significant. The Contractor shall recognise
             these facts and be prepared to fully explain all open book disclosures. The
             Contractor recognises and accepts the Customer‟s right to utilise external
             support with regard to benchmarking.

8.3.         Information Technology

8.3.1.       The Contractor shall liaise in detail with the Customer‟s IT Division and
             existing IT suppliers, during the period of Contract Mobilisation, in order to
             fully link his proposed systems, with those existing.

8.3.2.       The Contractor‟s staff shall not be allowed access to the Customer‟s IT
             systems, or to IT systems linked to them, unless they have satisfied the Basic
             Check and other security requirements laid down by the Customer.

8.3.3.       The Contractor should be in continuous contact with the Customer‟s IT
             provider for the establishment of the CAFM system, and for the provision of
             information on the Customer‟s intranet. The Contractor shall provide the
             CAFM for the Customer and at the end of the Contract, or in the event of
             termination of the Contract for any reason, ownership of the CAFM shall
             remain with the Customer.

8.3.4.       The Contractor shall have proposed a mechanism for the answering of
             general enquiries from the Customer, as part of his tender return. During the
             Contract Mobilisation period, the Contractor shall be responsible for
             implementing the agreed system, with the assistance of the Customer‟s IT
             provider as required, in order to have a streamlined efficient system that
             reduces inconvenience to the Customer.




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8.3.5.       The Contractor is expected to comply with the provisions of the Contract
             relating to compliance with the data Protection Act and to demonstrate in his
             tender a thorough understanding of what is required in order so to comply.

8.3.6.       The Contractor shall at all times provide services consistent with the
             “Modernising Government” White Paper, “Achieving Excellence” and any
             other relevant documents.

8.4.         Schedules of Work

8.4.1.       Any specific requirements of the Customer during the Contract Mobilisation
             period e.g. creation of a Forward Maintenance Register, shall be detailed by
             the Contractor in a Schedule of Work which shall be presented to the
             Customer and agreed with him.

8.5.         Handover of Services

8.5.1.       On the expiry, or earlier determination, of the Contract, the Contractor shall:

            Ensure there is no diminution of the Services up to and including the final day
             of the Contract Period;

            Ensure that all work is transferred to any new contractor or contractors as
             smoothly and efficiently as possible;

            Draw any outstanding work to a close at an appropriate stage as agreed with
             the Customer;

            Hand over to the Customer all documents and information relating to the
             Services;

            Return to the Customer any equipment owned by the Customer and used by
             the Contractor;

            Co-operate fully with any incoming contractor or contractors.




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