Contracting for Service

OUTLINE Background on Carleton University Cleaning Services Campus Bookstore Capital Program/Project Management Facility Operations and Maintenance

Carleton University

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Organization Chart

Organization Chart - Maintenance Services

Customer Satisfaction:

COST OF CLEANING SERVICE: In House Custodial Costs: Rate of pay$ % 3.62 Lost 20% 3.82 TOTAL$23.64 per hour Contracted Cleaning: Total cost per FTE$13.72 per hour Cost of Contractor Cleaning: $.72 per gross square ft. $.89 per net square ft.

Cleaning Services Problems With contracted staff paid at the lower end of the pay scale you can experience high turnover The quality of the staff at the front line can be lower than in-house Need good contract administration and ownership of the problems Operating with a mix of in-house and contractor staff in some areas can lead to finger pointing

Cleaning Services Continued Advantages Large budget savings Work generally not affected by short length absences of staff Brings current best practice to the campus on an ongoing basis Large organization to draw on during a special situation.

Bookstore - Background

Bookstore - Concerns Margins on Textbooks varied from 20-28%. Coursepack copyright clearance was not always completed correctly. Textbook ordering was a concern as books were not always on the shelves at the start of each term. The store was in need of renovation Student line-ups were up to 45 minutes.

Bookstore - Outsourcing

Bookstore - Results

Bookstore - Results Continued

Project Management Staffing & Costs In-house staff: We have one manager, 3 co-ordinators and one CAD operator Standard charge for project management on ancillary or major projects is 10% with design and 4% with contracted design.

Project Management Staffing & Costs Contracted Project Management: We are supported by a senior Project Director (the company president) on site staff and company office of 15. The first major set of projects totaling 68 million was completed for a cost of 1% of total budget. The value of the project implemented through this concept has grown to 150 million with an average fee of 1.3%.

Background of Maintenance & Operations:

Contracts

Cost of Maintenance Services

Maintenance & Operations Service Problems On site trade availability is limited which can increase response time In-house trades staff have resisted the operation of the contracted facilities Establishing responsibility for building services versus main campus systems Perception that contractor will cut corners Need a responsible university person to manage the contract Need a detail specification to cover scope of work.

Maintenance & Operation Services Advantages Contractor has more depth of trades available both internal and through sub-contractors At times our in-house trades are not available and the contractor can be used to respond to urgent off hours service requests A responding trade will do small amounts of related/non trade work such as clean-up. Provides on site benchmarking for Maintenance Services