1. Engineering Support Services

2. 2 Engineering Services - Background: At the end of 2009 it was announced that Building Services Maintenance (BSM), Fire and Security (F&S) and National Projects Group (NPG) were to be combined in to one national Engineering Services business The Operational restructure was implemented on 1 st July 2010 The support teams of these products are to be combined to ensure that there is one joined up Engineering Support Services team

3. 3 Original Support Structure: C ProductTeamLocation Building Services Maintenance Admin Teams Operational Compliance Contract Performance Hawthorns / Leeds Chelmsford Warrington Fire and SecurityCentral Admin Job Planning, Spec & Regional Admin Compliance / Performance Leeds Leeds/ Hawthorns / Edinburgh / Chingford Leeds National Projects Group Office TeamChesterfield National Service Centre NSC Operators Remote Engineering Passcard Bureau NSC Admin Leeds Work Planning & Allocation Leeds

4. 4 The Future of Engineering Support Services: Move away from BSM, F&S and NPG product specific support teams NSC will be fully embedded in to the Engineering Services business One National Engineering Support Services team ensuring that the Engineering Operational teams have the support required to deliver a World Class Service Focus on reviewing and improving the back-office teams that support Engineering Services, ensuring that there is a real focus on customer experience and service delivery Centralised teams working from Leeds and Birmingham offices.

5. 5 Meet the Engineering Support Services Senior Team: The Senior Engineering Support Team is now in place. Alison Fowler Head of Engineering Support Services Alison Fowler Head of Engineering Support Services Helena Palmer Support Manager Helena Palmer Support Manager James Grundy Customer Service Manager James Grundy Customer Service Manager Chris Leahy Work Planning & Allocation Manager Chris Leahy Work Planning & Allocation Manager Julie Reynolds Invoicing Manager Julie Reynolds Invoicing Manager Dave Hornsby Performance Manager Dave Hornsby Performance Manager

6. 6 Future Vision – what goes where? Above relates to work activities – not headcount

7. 7 How will this vision be achieved? Centralisation of Invoicing to HawthornsCOMPLETE Centralisation of Install Coordination to HawthornsCOMPLETE Introduction of a WP&A team to support Scheduling rolloutIN PROGRESS Introduction of a dedicated Performance Management TeamCOMPLETE Review of Admin support team IN PROGRESS Core Process Review – Project Managed by Scott Maddocks IN PROGRESS Documenting as-is processes Identifying issues and improvement areas Production of business and system plans Delivery of plans and updating of processes