Enduring Partnerships Driven by Service Excellence
Newsletter Issue 3, 2008
Thank you for taking the time to read our latest newsletter which is aimed at updating you on recent developments at UMS. It was a busy & challenging year at UMS during 2008 and we are pleased to say with the tremendous efforts from our staff, many of our goals set 12 months ago have been realised which has enabled a smooth start to the new financial year.
Customer Day
2
Partnering Workshop
2
VicRoads
2
VicTrack
2
National Pharmacies
2
Civil Handyman Service
3
Campbell Bryant appointed to the National Policy Advisory Group
3
Yarra City Council Partnering Workshop
3
Parramatta City Council
3
Customer satisfaction levels increasing from 79.1% to 81%;
New contracts
4
Diversification into the Open Space Maintenance market;
Long Service Awards
4
Diversification into the “Tank & Line” sector of the petroleum industry;
UMS Innovation Awards
4
Establishment of a Qld office and works depot;
Staff Profile
4
Some of our achievements are listed below however during the 2008 year there were two significant initiatives that were achieved. Firstly, UMS undertook a major restructure which was implemented on July 1st 2007 essentially moving from a traditional hierarchical organisational structure to a Business Unit and Shared Services structure. Twelve (12) months on and we are seeing the benefits of this change, particularly the specific focus being applied to our 3 primary markets – Facilities Maintenance, Infrastructure Maintenance and Petroleum Maintenance services. The second major achievement was the successful acquisitions and integration of PCI and TLC which again would not have been possible without the efforts and dedication of all involved. There is still further integration work required and as the dust settles, we are seeing some fabulous examples of leveraging new skills and services to existing and new clients. Other achievements we are proud of include:
• • • • • •
Inside this Issue
Roll out of new CMMS ( works management system ) and upgrade of internal finance system Gaining Environmental accreditation to ISO 14001
During May and June significant planning and goal setting has been undertaken and we are confident we have the right plans for continued performance improvement to our clients with a key focus on service improvement, people development and efficiency across the board. We also have our challenges and the biggest challenge facing UMS and our industry is the skills shortage and availability of suitably qualified personnel due to the buoyancy of the employment market and strong demand for technical managers & skilled labour. Our investment and focus in this area is significant and we believe the outcomes we are seeking will place UMS in the high end of the market in terms of coping with this industry issue. Please take a moment to read the content of this newsletter and until our next publication please take care.
UMS achieves Environmental Certification UMS cares for the environment via our commitment to our environmental policy and our fully integrated management system. UMS is committed to the principles of ecologically sustainable development by preventing pollution and the implementation, maintenance and continual improvement of our business activities. Recently, we have attained accreditation to ISO 14001 to further demonstrate to stakeholders including employees, clients and the community our commitment to protecting the environment.
www.ums.com.au
ww w.ums.com. au 2008 UMS Customer Workshop UMS recently conducted its 2008 Customer Relationship workshop at Melbourne’s Telstra Dome. The UMS Customer Workshop is an event that brings together all UMS customers with the primary aim of updating our customers on our progress, providing a value adding learning experience and to participate in a facilitated forum to discuss some of the challenges that are effecting our respective organisations / industry. Some of the key finding are as follows:
• • • • • • •
Safety Doing more / same with less Resources (skill shortage) Knowledge base aging and being lost Attracting younger generations Green versus costs Aging infrastructure
A key highlight from the day was the sharing of information between organisations and the development of ideas/solutions that could be implemented to help combat these challenges. It was a successful day and we look forward to offering further workshops of this nature in the future.
VicRoads Urban Maintenance Systems has been undertaking works for VicRoads for many years. The majority of these works have related to road signage maintenance and installations in the Bendigo and South East Region of Metro Melbourne. In order to undertake any works for VicRoads, contractors are required to become a Pre-Qualified contractor. Other agencies such as Local Government Authorities, also often use the prequalification as a requirement for works. VicRoads’ prequalification framework is divided into 6 groups, 32 categories and 113 levels or ‘competencies’. UMS are currently prequalified in the following 3 competency levels: M1 = Minor Maintenance works G2-SE = Sign Erection (Major) G1 = Minor General Works With our continued growth, increase in capabilities (such as our newly formed Civil Handyman Service and Open Space & Grounds Services) and legislative changes in Traffic Management, UMS is currently expanding its services with VicRoads. Subsequently UMS are currently going through the process of pursuing pre-qualification for a number of other competency levels. These include: R1 = Road Construction (Small) M2-BW = Maintenance (Bridge) M2-RW = Maintenance (Roadside) G2-GF = General (Guard Fence) G2-GC = General (Grass Cutting) G2-LS = General (Landscaping) WTMI = Worksite Traffic Management Implementation TMP = Traffic Management Plan TGS = Traffic Guidance Scheme Once certified UMS will be in a position to offer these broadened capabilities to VicRoads and other clients across Victoria.
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Issue 4, 2008
VicTrack UMS was recently awarded a contract with Victorian Rail Track, better known as VicTrack, to deliver a reactive maintenance service to approximately 1800 properties across metropolitan and country Victoria. VicTrack is a commercially driven organisation that in its custodian role, protects and adds value to Victorian Government assets ie: state land and infrastructure. UMS commenced its two year partnership contract with VicTrack in April 2008. We provide a help desk facility to manage the day to day reactive maintenance issues, a recently added project/ capital works arm and a interactive computerised management system to ensure VicTrack and UMS work together to achieve service excellence well beyond 2010.
National Pharmacies National Pharmacies (Retail Chemists) contracted UMS in March 2008 to provide building maintenance services across a network of 25 pharmacies. The contract delivers a full range of maintenance trade services to our client’s operating environment and emphasises non-invasive maintenance practices, planned delivery and best quality outcomes. With a two year extension exercisable in 2011 UMS welcomes the developing working partnership with National Pharmacies and their successful growth in the marked place. UMS has built up a niche client base which, in addition to National Pharmacies, includes Spotlight stores, Officeworks and Harris Technologies.
ww w.ums.com. au Announcing UMS Group – Civil Handyman Service Urban Maintenance Systems Pty Ltd is pleased to announce the addition of a new service to our already comprehensive range – UMS Civil Handyman Services. The purpose of this new group in UMS Infrastructure Services is to self perform many of the works for which in the past we have had to rely on subcontractors. The UMS Civil Handyman Services will focus on small scale works with often multifaceted requirements. The Team has capabilities in concreting, footpath maintenance and repairs as well as miscellaneous civil works. We envisage that this service will grow rapidly as the areas of footpath maintenance and risk mitigation become more important within Local Government. The service launched on July 1st and we have recently completed our first couple of projects for the City of Yarra. A lot of time has been spent to get this service off the ground, with its key aims of offering competitive rates and fast turnaround from quote to job completion. The service has been setup to cater for the ever growing need for minor maintenance of and repair to footpaths, kerb and channel and other road or shopping centre infrastructure. As the issue of risk mitigation becomes a key issue within Loc al Gover nment mor e providers will be required in this service area.
UMS Partnering Workshop with Yarra City Council
On Monday 21 July UMS and the City of Yarra set aside the day to hold a Partnering Workshop for our recently won Open Space Contract. The Yarra City Council takes in the suburbs of Richmond, Alphington, Collingwood, Fitzroy, Abbotsford, Clifton Hill and Carlton. Facilitated by Peter James of Transitions International Pty Ltd, this workshop provided an opportunity for key people from both UMS and Yarra City Council to learn about the background of each other’s business, the aspirations individuals and the organisations have in regards to the outcomes each is looking for from the Open Space Contract, and also to provide a chance for some social interaction between individuals. UMS Chief Executive Officer, Sam Furphy, provided a background on the history of UMS, and the depth and breadth of service delivery UMS could provide Yarra via the Open Space Contract. Mark Dornau, Manager Environmental Services at Yarra, provided an entertaining and very detailed look at what makes Yarra “tick”. This reinforced that the City of Yarra is a very diverse and ever changing community that heavily rely on their open space areas to provide an escape from the inner Melbourne lifestyle. The workshop reinforced the very important role UMS has in the provision of Open Space services in the City of Yarra, providing residents with a quality recreational opportunity and experience in the City’s Parks and Gardens. It will provide the UMS and Yarra City Council with a sound foundation to provide exceptional service delivery to the residents of this high profile municipality.
Please contact Shane Bahr, UMS Civil Handyman Services Project Manager for more information on 0417 558 476 or email sbahr@ums.com.au
National Policy Advisory Group Campbell Bryant, UMS Business Development Manager was appointed by the CEO of the FMA to the National Policy Advisory Group (PAG). The function of the PAG is to provide advice and expertise around specific policy or research areas affecting the FM industry. A recent example of this was the Rudd commissioned Garnaut Review, and more recently the Department of Climate Change, “Green Paper”. The later a response to the National Carbon Pollutions Reduction Scheme (CPRS). The FMA has provided a response to the Government’s “Green Paper” outlining the abatement potential of the ‘Built Environment’ with three major policies for consideration.
From back row, left : Ray Clarence, Richard Thomas, Craig McGrath, Michael Rogers, Jason Davenport, Dale Fraser, Jason Hocking, Greg Wade. Front row: Mike Hoy, Mark Dornau, Greg Anders, Sam Furphy, Campbell Walker
Parramatta City Council
This paper was provided with the assistance of :
Please contact Campbell Bryant on (03) 9265 5811 if you would like a copy of the draft report.
Parramatta City Council has contracted UMS to perform reactive repair works across all their 132 council owned premises. Reactive works are in the form of three disciplines, Electrical, Plumbing and Carpentry services. This contract also incorporates project refurbishment work where upgrades are requested. This contract was procured in June 2008 with a 2 year extension to end in 2013. UMS welcomes an enduring partnership with Parramatta City Council over the next five years and beyond. Issue 4, 2008
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ww w.ums.com. au Contracts Recently Won by UMS Moreton Bay Regional Council - Graffiti Removal Services Moreton Bay Regional Council - Painting Services. Moreton Bay Regional Council (Qld) – Landscape Maintenance Panel
UMS Staff Profile Name: Matthew Stocks Job Title: NSW Business Manager Commencement of Employment: 1 November 2007 Where were you before UMS? TLC Group of Companies
Parks Victoria - Signage Panel Busways (QLD) – Grounds and Gardens
Long Service Awards UMS would like to congratulate and thank the following employees on their years of service with UMS, some of whom are shown below receiving their certificate and gift. 10 Years Brendan Martin Greg Speirs Campbell Walker Fiona Barnes Debbie Gordon Peter Watsford Glenn Robinson
5 Years Trudy Turner Dale Fraser John Edgar Christie Milroy Donna Brodie Barry Taylor Joe Carrafa Susan Moore Adam Loukadonous Vincent Rochford Ray Clarence Rod Samways
What training have you completed? Many sessions, It was always my favourite time when the Coach said training was completed. What is your favourite part of the job? Leaving an environment in a better condition than we found it. What do you love about this industry? It gives you the opportunity to challenge & change the way things have always been done. What are you most proud of in your working life? Helping to grow a business that directly & indirectly improves the life of countless clients as well as providing a career for hundreds of people. What would your dream job be? Touring Professional Golfer on the USPGA. Why
do
you
like
UMS?
Because they ask questions.
What would you change if you were Prime Minister? The title of the position, to President of the Republic of Australia.
From left: Fiona Barnes, Sam Furphy, Peter Watsford, Glenn Robinson, Mike Hoy
What is a perfect weekend for you? One that incorporates sunshine family & friends. What is your favourite food? Chilli Mud Crab.
UMS Innovation Awards
What is your dream car? I have never had a dream about a car.
Congratulations to the following 2008 Innovation Award winners for their fantastic innovations.
What is your retirement dream? To be young & healthy enough to enjoy it.
Best Innovation Idea for the Year Campbell Bryant – Greenfleet vehicle program – trees planted to offset motorists greenhouse gases
What is something nobody knows about you? I don’t believe I could answer this question without either boring the reader with something dull or shocking the reader such that they felt compelled to take action, accordingly I shall do neither.
Sam Furphy & Campbell Bryant Category winners Safety Peter Rebholz – Vehicle lockable traffic cone holder From left : Sam Furphy & Peter Rebholz Systems A Thompson/B Laidler – Installation of TD3 brackets to make up signage on vehicle From left : Sam Furphy , Alan Thompson & Brian Laidler Environment Campbell Bryant – Greenfleet vehicle program – trees planted to offset motorists greenhouse gases
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Issue 4, 2008
Urban Maintenance Systems Pty Ltd ABN 38 005 251 954
Website: www.ums.com.au Email: info@ums.com.au
Group Head Office 352 Ferntree Gully Road Notting Hill VIC 3168 Phone: 61 3 9265 5811 VIC: Lilydale Bayside Mornington Bendigo Tullamarine Altona Pakenham Fitzroy NSW: Alexandria Seven Hills Blacktown QLD : Ormeau