Monitoring Contractor Performance – Maintenance Services Aldo Gangi Manager Maintenance & Minor Works 11 th July 2013

28th February 2011Contractor Performance Management2 Agenda 1Contextual Overview 2Strategy Development 3Managing Expectations 4Monitoring Contractor Performance 5Performance Monitoring Culture & Tools

28th February 2011Contractor Performance Management3 Contextual Overview Estate Portfolio  168 buildings across six campuses  674,887m 2 Gross Floor Area and over 60 Ha of Grounds  585 Registered contracting companies  4018 Inducted contracting employees Service Contracts  39 Service contracts  Valued at $13.15M p.a. (2012)  Attending to 49,511 work orders per annum (2012)

11 th July 2013Contractor Performance Management4 Strategy Development Service Delivery Model  Service level delivery  Set frequency/Manufactures rec.  Condition based Contract Manageability  Size of contract  Service inclusion  Alignment with market

11 th July 2013Contractor Performance Management5 Managing Expectations  Partnering Principles –Alliancing objectives –Primary points of contact –Communication methods and frequency  Detailing of contract performance expectations in tender documentation that: –Clearly identify KPI’s –Outline performance monitoring methodologies & frequencies –Stipulate performance management actions  Work Type Prioritisation –Outline work priorities levels c/w examples

11 th July 2013Contractor Performance Management6 Managing Expectations cont. Key Performance Indicators (KPI)  Timeliness  Cost of service  Quality and improvement of service  Occupation Health & Safety  Customer Satisfaction Asset information  Maintain asset lists  Asset renewal prioritisation

11 th July 2013Contractor Performance Management7 Monitoring Contractor Performance Operational Monitoring  Monthly meeting with contractors –Monitor performance against contract (esp. time, quality & cost) –On-site contractor sign in (OHS) Category Management  Annual assessment against contract KPI’s  Test alignment with organisational objectives  Contract renewal / market engagement recommendations

11 th July 2013Contractor Performance Management8 Monitoring Contractor Performance cont. Key Performance Indicators  Average time taken to complete – by priority  Average cost of work type  Average hours per work order  Compliance with On-site contractor sign in & inductions (OHS)  Compliance statutory reporting Measuring approaches  % compliance against a pre set benchmark  Mean Time to Repair (MTTR)  Penalty point system

11 th July 2013Contractor Performance Management9 Performance Monitoring Culture & Tools Contract management culture  Understanding of contractor performance and service delivery Organisational structure  Appropriate alignment of contract supervisors, category managers and administrative staff Monitoring Tool(s)  Computerise Maintenance Management System (CMMS) –Work order priority setting –Analysis and trending