Integral univ of london document 2015

www.integral.co.uk

overview for mechanical & electrical services

September 2015

delivering engineering excellence

“…the ability to create a package of support that is tailored to your specific needs.”

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www.integral.co.uk

university of london overview for mechanical & electrical services

executive summary Integral is delighted to have the opportunity to submit this overview for the provision of Mechanical & Electrical Services at The University of London (UOL).

We have developed a robust service delivery methodology for the various sectors in which we operate, and that we believe will meet the high level requirements such an establishment as UOL demands. We will, if given the opportunity to do so, deliver a reliable service to support UOL and its many self-governing institutions.

Furthermore, as a result of our extensive experience, particularly in the education and managing agent sector and for those clients with a 24/7, multi-site, high footfall profile, we have the necessary skills, resources and commitment to support you.

Our priorities will be: • To be a technically led provider • To promote a ‘Better Place to Learn’ service provision • To provide a self-delivery solution fully compliant with all statutory and best practice for health & safety, energy and environmental management • To be proactive and provide appropriate management support and resource to the Hard FM services • To be proactive and maintain to a standard of ‘fit for purpose’ • To deliver a high level responsive and customer focused service • To provide best value in the in real terms, year-on-year and in line with budgets, best practice and industry benchmarks

This document has been designed to: • Give University of London stakeholders a comprehensive overview of Integral UK Limited • Demonstrate Integrals capability as the ‘Service provider of choice’ • Exhibit Integrals extensive experience within the Education Sector, as well as other contracts of a similar nature.

Our service delivery will, through minimal intervention, provide smooth and efficient running of your buildings giving greatly improved reliability through conditionmonitoring and pro-active maintenance and a responsive service which keeps all stakeholders informed of progress in resolving issues with a quality and, where possible, firsttime-fix.

Our objective in this overview is to demonstrate Integral as the service provider of choice to deliver technical hard services, proactive management, systems, processes and procedures on top of producing a long-term and efficient ‘best-in-class’ cost-effective programme of maintenance.

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delivering engineering excellence

ÂŁ306m 2014 turnover

1400 40000 clients in

locations

3000+

directly employed personnel

1900+ 1700

engineering workforce in the UK of which

delivering eng

are mobile

92%

M&E self-delivery capability

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www.integral.co.uk

winners of the Technology in FM Award 2015

university of london overview for mechanical & electrical services

18

regional offices in UK & Ireland

regional local & national resources, with

service delivery

2

local offices in London & Wallington

gineering excellence

300 110

mobile engineers in the region‌

in the London area

winners 5 years of the RoSPA Gold Award

amongst the Sunday Times Top Track 250

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delivering engineering excellence

maintenance provider credentials General Integral UK Ltd was formed in July 2005 following a management buy-out from MJN Limited which was originally established in 1957. Now Integral is one of the largest independent providers of property maintenance services in the UK, delivering robust Planned Preventative and Reactive Maintenance to over 1,400 clients in 40,000 locations.

Integral provide a national service from 18 regional offices, maintaining a local presence with mobile engineers based from every postcode area in the UK. We specialise in providing technical solutions to maximise on procurement leverage, through the consolidation of all Hard M&E services.

Our teams focus on the delivery of all building services to major businesses, whilst also providing energy control and sustainability within the built environment, leaving you to focus on the real issues which matter to your business.

Integral are an ISO9001, ISO14001 & OHSAS18001 accredited company – Health & Safety, Environment & Quality as well as many FM related industry-wide accreditations you would expect from a company of this strength.

Company’s Annual Turnover (2014):

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www.integral.co.uk

ÂŁ306,000,000

university of london overview for mechanical & electrical services

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delivering engineering excellence

Head office: Bristol Other Locations: Birmingham

Wallington

Smethwick Newbury

Bartley Green

Leicester London

Cardiff Newmarket

Edinburgh

Exeter Bristol

Leeds

Bristol (Integral Build)

Llandudno

Warrington

Newcastle

Sheffield

number of employees (split by function): Category

FTE’s

Sub-Total

Operational/blue collar • Engineers, Mobile

1,723

• Engineers, Manned Site • Apprentices

220 86

2,029

Managers/white collar • Directors

22

• Operational Managers

201

• Supervisors

232

445

Support Services • Technical

58

• HR

18

• Training

10

• Administration

202

• Health & Safety

28

• Accounting

50

• Mobilisation

11

• Help Desk

8

www.integral.co.uk

147 Grand Total

529 3,003

university of london overview for mechanical & electrical services

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delivering engineering excellence

integral core values / mission statement Integral core values: We work as a team – actively sharing information and listening to and respecting others. We empower people within a clearly understood framework of authority and goals. We set ourselves high standards and reward people when they achieve them. We behave responsibly and honestly in exercising authority delegated to us.

Integral mission statement: To be supplier of choice for all maintenance needs of our customers, and the employer of choice for our people, by excelling in customer service and sustaining profitable growth through our unique skills and strengths.

experience: number of existing customers (by sector)

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www.integral.co.uk

university of london overview for mechanical & electrical services

company information Full Company Name:

Integral UK Limited

Registration Number:

53075888

Country of Registration:

United Kingdom

VAT Number:

862 309 916

Registered Address:

1290 Aztec West, Almondsbury, Bristol BS32 4SG

Tel No:

01454 278900

Fax No:

01454 201169

Email: mark.evans@integral.co.uk Contact Name:

Mark Evans

Contact Email: mark.evans@integral.co.uk Alternative contact name:

Jonathan Boyce

Alternative contact email:

jonathan.boyce@integral.co.uk

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delivering engineering excellence

university of london requirements operational overview We directly employ our own employees, training and developing them to ensure we provide a technically qualified, proactive, customer-focussed service delivery, allowing us to maintain control of the quality of service we provide. This means our clients benefit from greater control, reduced costs, improved quality and an integrated approach. Provide a full working and quality infrastructure and a ‘Better Place to Learn’ working environment at University of London.

We directly employ London and Greater London based mobile engineers, who provide a professional and reliable maintenance service.

Integral have a big company capacity, with a small company mentality, where providing a personal service meets your specific need is crucial.

Our maintenance service offering encompasses • Planned Preventative Maintenance • Re-active and Emergency Works • Sundry repair and fabric services • Statutory and Health & Safety Compliance • Energy and environmental adherence • Projects and Installations

We self-deliver over 92% of our services, which ensures accountability and more effective management of cost, quality and service.

service delivery

Our first time fix methodology means we will keep inconvenience and disruption to University of London at an absolute minimum.

The following describes how Integral undertake various maintenance service options required to ensure building maintenance is adequately and correctly delivered, in order to ensure: • Technically qualified Contract Management • Improvement in maintenance management of the buildings • Improved reliability • A proactive and appropriate management support • Highly responsive and customer focused service • “Customer-in-the loop” - a robust pro-active communication procedure • Best value service delivery • Better and safer environments • Equipment reliability is kept at the optimum highest level achievable

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• The health and safety of persons within the buildings are never compromised • Compliance with Environmental, Health & Safety and all statutory legislation

www.integral.co.uk

We work with a working relationship methodology and will embrace any sub-contractors as part of the team and vital to the service delivery, but used only with the client’s prior approval.

We understand the need to provide a consistent and coherent maintenance service and will designate mobile support engineers to the University, to develop their understanding of the equipment in support of the Resident maintenance team.

Using our extensive experience, we will compile asset condition surveys and identify critical equipment, including recommendations on the holdings of critical spares to minimise the risk of business interruption.

university of london overview for mechanical & electrical services

partner of choice for university of london Our strategy is to ensure University of London has a specialist technical service provider across all work streams. Integral is 100% focused on delivering the operational, performance, strategic and tactical objectives in regard to your building maintenance services.

These being: • To implement ‘best in class’ maintenance services to agreed service levels to a defined plan and to be fit for purpose • To provide a fully managed service to the highest standards at the right cost aligned to budget need; whilst ensuring agreed quality, service and performance levels and encourages value for money • To provide defined levels of highly responsive and proactive services • To support fully the core business activity and incorporate University of London policies • Ensure adaptability of service delivery • To proactively support energy and environmental management • Compliance with Environmental, Health & Safety and all statutory legislative requirements We believe the only way to truly deliver a quality service is to have an in-depth knowledge of our clients business, operations and processes to gain an effective understanding of how they operate on a daily basis and to agree a shared strategy. This way we can develop and tailor solutions to your individual needs.

In preparing our overview, we have recognised your desire to develop a working relationship to deliver “A Better Place to Learn” and Integral would support the University of London strategy for a better environment and the promotion of a quality infrastructure delivering exceptional value solutions. Moreover, a service that embraces “being smarter” and provides a co-ordinated and integrated approach that will allow University of London to focus on their core business activities.

Such working relationships are driven by Integral’s core values which seek to align all stakeholders with the right

culture and attitude to maintain focus on a common goal.

Through that working relationship ethic we will embrace the mind set of value for money and ‘nothing is ordinary’.

our vision & values Today’s world demands the kind of attitude to service delivery that Integral has adopted from day one: a collaborative approach that makes for easy and effective working relationships. The breadth and depth of our selfdelivered and partner services mean we can deliver truly integrated solutions and we are proud of our track record on quality, health and safety and sustainability.

trust & confidence University of London can trust and depend on the Integral management team to provide coherent collaborative management and strong leadership.

Confidence comes with inspirational leadership, sound governance, teamwork and evidence of a mature understanding of your key drivers. These disciplines underpin our approach to the safe, successful and sustainable delivery of the service for you. Our people, processes, and value-driven working relationships withstand the most rigorous interrogation.

integrated facilities services delivery Our multi-disciplined approach to maintenance services allows us to build teams where each member has the specific skills and experience needed to provide total technical solutions.

This fully integrated style of working has delivered the highest quality results and added value for our clients.

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delivering engineering excellence

We make it our business to keep up-to-date with the most recent legislation and good practice in areas of health, safety, environmental preservation and risk management techniques.

Integral are proud of our direct delivery of a comprehensive portfolio of building services, covering the whole range of mechanical & electrical disciplines.

contract structure We will develop an organisational structure to provide a suitably qualified technical point of contact for University of London management.

Formal and informal lines of communication are vital elements in building a strong collaborative relationship.

This enables us to better understand the contractual needs and deliver an effective and flexible service to University of London.

management Integral recognise a key component in the successful delivery of any maintenance service is the level and commitment of the management team. We would deploy a strong, experienced and technically qualified management team that would consist of designated engineers and offsite full time management personnel supported by key members of our senior management team with access to Integral’s full range of technical expertise.

contract manager The position holder will be technically qualified and have a strong customer focus and experience coupled with a deep understanding of working in similar environments to University of London.

They will support the designated engineering teams and be responsible for all operational, financial, commercial and technical functions associated with the contract. In addition, they will facilitate the recording, management, administration and reporting of works orders issued under the contract.

Their role will be to develop strong relationships with

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www.integral.co.uk

your senior management team to ensure that our service solution more than meets the compliance and activity needs of the contract.

designated multi-skilled technicians The service provision would have a designated team of site inducted multi-skilled technicians, who would be responsible for supporting the operations, maintenance and reactive tasks associated with your contract.

Their duties would include the maintenance, reactive duties and supervising, if appropriate, of any subcontractors on site.

Additional engineers would also be site inducted as part of the contract mobilisation process to backfill holiday and sickness.

mobile support Although our proposal will be based on the provision of resident and designated teams, the Contract Manager would be able to draw upon additional staff available within the area to support personnel in case of emergency.

With a strong regional and national presence, we are strongly placed to deliver an uncompromising and flexible service to University of London within short timescales.

We operate one of the largest mobile fleet of engineers in the industry, which gives us the capability to support our designated team, 24 hours per day, 365 days per year.

This resource of over 1,700 engineers nationally enables us to be on hand whenever required to manage unscheduled events.

We achieve a superior level of service through the employment of local labour, strategically placed, to ensure a blend of response time and necessary expertise to achieve our aim of a ‘first time fix’.

flexible approach to unscheduled events

university of london overview for mechanical & electrical services

We know that each client’s building maintenance requirements are different so we are committed to providing a choice of planned, reactive and predictive solutions to suit your needs. Our approach is completely flexible – Integral work for you, delivering what you want, in the way you want it.

Integral has the flexibility to adapt to each client’s specific requirements and our structure and delivery model are tailored to our clients. We believe it is important to be close to our clients, both from a contract management and operations structure and hence we tend to structure our delivery model with: • 24/7, 365 Customer Support Centre • Account management bringing consistency across the portfolio and strategic level direction • Local service delivery through Integral’s mobile engineers and manned site teams.

To accommodate our clients’ need for 24/7, 365 day support, we employ staff on flexible contracts where they work 7 days out of 7, in shifts to cover all hours.

response times Integral’s business is dealing with planned and unplanned maintenance in an efficient and cost-effective way.

We provide a building maintenance service, managing and planning remedial works designed to reduce the burden on your business and provide you with peace of mind.

We provide a 24-hour Helpdesk to meet any needs outside of your normal business working hours.

help desk & customer support centre Our 24 hour service line is facilitated by our Help Desk and Customer Support Centre, providing Clients with a single point of contact for all for all service requests.

The criticality of an issue is determined by our Help Desk in discussion with the caller. If in doubt Integral will default high, adjusting the priority downwards only after consulting management.

A robust “customer-in-the-loop” procedure will ensure pro-active communication regarding response to service requests, and will check our customers are satisfied issues have been resolved satisfactorily.

A communication process and an agreed escalation will be will be implemented to ensure effective understanding of the services throughout our business.

To demonstrate our depth of experience, Integral UK Limited provide help desk support to over 1,400 clients and handle over 600,000 calls per annum; striving to deliver customer satisfaction and supporting the core business operations of our clients.

TUPE We have extensive experience of transferring Hard FM services and we have a project plan that is developed with specialist legal advice. Integral deploys robust staff communication, information and consultation programmes and work closely with outgoing providers to ensure a smooth transfer of staff.

Open dialogue between the incumbent contractor(s) and Integral are encouraged to reduce the potential for friction and misunderstanding, certainly when TUPE is a consideration and requirement for staff and service continuity.

It is accepted that trust would have to be earned by Integral for transferring staff, especially where there are genuine concerns on behalf of the incumbent employees as to their employment. Our previous experience in similar situations underlines our belief that a managed and open approach allows most fears to be allayed and the foundation of a good relationship established.

Full and meaningful consultation will take place with the proposed transferee and, where applicable, any recognised Trade Unions, Staff Associations and Employee Representatives.

performance monitoring Our operational teams review performance against the SLAs for each element of our service. Any issues are prioritised, closed out at site level or raised with our client’s

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delivering engineering excellence

management team and captured on an issues register, where appropriate.

As part of our commitment to continual improvement our management teams would meet with University of London on a regular basis to discuss and review all aspects of the contract.

• Contract arenas to enhance communication and document management.

• Access to web-forms for other bespoke data capture mechanisms.

• Internal and external libraries of useful documents (Inc. Legislation, codes of practice and guidance documents).

vixen cafm Vixen CAFM is a suite of advanced integrated modules, which automate Hard FM processes to boost efficiency, eliminate duplication and reduce costs. Developed over 20 years, the modules feature powerful integration, intranet access and remotely hosted software.

It is widely used across the industry and provides complete planned and reactive maintenance packages, including comprehensive reporting capability on a site-bysite and consolidated basis.

To support the core Vixen capability we have created a number of web based applications to enable our clients and suppliers to interact with us seamlessly. This web application is accessed through our web portal and would be our ‘one stop shop’ for University of London to access all required information and technology tools.

web portal Through our Client Access Portal, our clients can set priorities, review work status and evaluate goals.

We recognise the need to share management information openly. Our in-house CAFM System, Vixen and our web portal application supports this approach and provide a series of standard and bespoke reports on both our own and specialist suppliers performance against the agreed KPI’s and SLA’s providing real time visibility of the service delivery in an open book manner.

As with Vixen, the web portal can be tailored to meet the needs of clients, and provides the following services: • Access to all Planned Maintenance tasks.

• Access to all Reactive Calls & their current status.

• Access to Statutory Compliance Certificates and reports.

• Access to Quality and Health & Safety guidance, procedures and performance data.

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Uptimeplus specialises in the design, build, optimisation, maintenance and on-going management of server rooms and data centres.

Our aim is to deliver technical excellence across all aspects of the design and build process, meeting the business needs and operational challenges. Whilst providing our clients with a single point of contact through the contract life of the asset.

To achieve this Uptimeplus, provides a complete end to end turnkey design and build service for data centres, server and computer room environments. Every project would typically include full technical design specifications, project management, supervision and fully managed maintenance packages.

All projects are supported by our in-house design, project management and engineering maintenance capability which have the ability to create bespoke solutions that meet the power and cooling demands of high density IT equipment whilst being resilient to future needs.

• Data centre and server room consultancy, in-house design and construction.

• Data centre new build, optimisation and refurbishment.

• 24 / 7 Maintenance and Management of data centres and server rooms.

• Developed leading edge real time management tools, developed in house.

• UPS systems and standby generators.

• Data centre cooling and air conditioning equipment.

• Fire suppression, environmental monitoring and security management systems.

university of london overview for mechanical & electrical services

client testimonials… don’t just take our word for it…

We are experiencing our highest ever client retention ratio as we demonstrate our consistently high quality levels of service our clients rightly demand.

“I was most impressed with the ‘can-do’ attitude of the Integral Engineer who attended a call-out to our Hammersmith store recently … a fantastic service ... he was a great ambassador for your company and certainly allowed the store manager to get on with his day knowing that all was in hand.”

T Butcher, Regional Store Care Manager Boots plc.

“…overwhelmed by the actions of your Engineer regarding his assistance during the Warrington archives flooding, we shall be putting him forward for an award; great commitment from both NG and Integral staff, thank you”.

C Shoesmith, Managing Director National Grid Property.

“I would like to place on record how pleased Northern Trust are with the performance of the Integral on-site team; this was particularly so during the Olympic and Paralympic Games, with them going above and beyond the norm.”

“Thank you to the Integral team for their sterling efforts in keeping our building open during the recent bad weather ensuring we were able to maintain a professional service. In particular your commitment to arriving on site early to clear the snow was highly commendable”.

D Stephens, Officer, Corporate Services Group Northern Trust Corporation

M Southgate, Managing Director, JTI (Gallagher Group) UK.

revisiting the promise Six months into a contract, the appropriate senior management would conduct an exercise to ‘revisit the promise’. Essentially this is to compare service delivery standards at this time with those promised at contract commencement. Any divergence is to be reported to the Senior Management Team, investigated and rectified.

conclusion To conclude, our objective through evaluation and understanding of the specific needs and requirements is to provide clients with a reliable value for money maintenance service that is highly responsive and customer focused and continuously improves the maintenance and management therein; with personnel witnessing a significant service improvement in the working environment and allowing them to focus on their core activities. Don’t settle for less.

Thank you.

Mark Evans

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delivering engineering excellence

Registered Office 1290 Aztec West, Almondsbury, Bristol BS32 4SG T: 01454 278 900 F: 01454 201 169

Sales enquiries 03333 212 216 E: enquiries@integral.co.uk Company Registration No. 5307588

www.integral.co.uk delivering engineering excellence