ABM Monthly Report Suffolk University March 2021
Table of Contents 1. Executive Summary of Performance Trends............................................................................................. 2 2. Safety Incidents – Description, Immediate Resolution, & Status ............................................................. 2 3. Serious Operational Issues / Solutions...................................................................................................... 3 4. Performance Metrics ................................................................................................................................ 3 4.1 Total Count of Work Orders per Month ......................................................................................... 5 4.2 Percentage of Total Labor Hours Accounted for on Work Orders.................................................. 5 4.3 Percentage of CMMS Equipment Records that are Complete and Accurate ................................. 6 4.4 Percentage of Reactive Work Orders that are Complete and Accurate ......................................... 6 4.5 Percentage of University Spaces Where Cleanliness Complies with Specification ........................ 6 4.6 Quality of Cleanliness, APPA Level .................................................................................................. 6 5. Customer Satisfaction Survey Results – Quarterly ................................................................................... 6 6. Customer Service ...................................................................................................................................... 7 Feedback to Facilities ................................................................................................................................ 7 7. Backlog Report and Action Plan ................................................................................................................ 7 8. Responsiveness to Service Requests......................................................................................................... 8 9. Deferred Maintenance Items .................................................................................................................... 8 10. Incentive Program – On Pause .............................................................................................................. 10 10.1 Custodial Service Cleanliness Standards ..................................................................................... 10 10.2 Specified O&M Maintenance Standards ..................................................................................... 10 10.3 Customer Satisfaction ................................................................................................................. 10 11. Staffing, Equipment, Supply, Material, and Training ............................................................................ 10 Training ................................................................................................................................................... 10 12. Number of Pass / Fail Inspections and Corrective Actions ................................................................... 10 13. Summary of Scheduled Services Completed during Reporting Period ................................................. 11 14. Summary of Scheduled Services to be Completed in Upcoming Period .............................................. 11 15. Charge Reimbursable Work Status ....................................................................................................... 11 16. Work Hours Performed ......................................................................................................................... 13 Miscellaneous Work Hours ..................................................................................................................... 13 Move and Event Hours............................................................................................................................ 13
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Unused Hour Balance.............................................................................................................................. 13 17. Reduce, Reuse, Recycle Program Performance .................................................................................... 14 18. Environmental Impact Report............................................................................................................... 14 19. Special projects and Completion Status ............................................................................................... 14
1. Executive Summary of Performance Trends ABM completed the first auto lift (Cab 8) elevator modernization in March! The two car elevators have been an issue since ABM started the contract in 2018, so we are excited to get one of the two auto lifts modernized. The second auto lift (Cab 7) elevator is on track for completion in June. Suffolk resumed prospective student tours in March. ABM understands the importance and works to keep campus in excellent condition for these tours. ABM is continuing our deep clean of mechanical rooms across campus. The chiller room and fire pump room at 73 Tremont, and various mechanical spaces in 120 Tremont were completed in March. ABM maintained contract standards for Maintenance and Custodial KPI’s. ABM management has looked to increase the number of SITE inspections completed each month and generated over 300 inspections in March. The average custodial inspection score was 99 and of the more than 300 spaces evaluated, only 2 scored below 85. There were only 4 backlog work orders at the end of this month. Reactive work order on time completion was 90% and Preventive work order on time completion was 86%. ABM also received 100% satisfaction on the customer survey sent for this quarter.
2. Safety Incidents – Description, Immediate Resolution, & Status
No safety incidents
2
3. Serious Operational Issues / Solutions No. Location
Description
Solution
1
73 Tremont
Auto lift operation is untrustworthy. Lifts continued to fail during the month. Expect more entrapments until elevator is modernized.
Modernize car elevators. Elevator consultant presented analysis and Suffolk needs to budget and decide how to proceed.
2
73 Tremont
Freight elevator beyond repair
Elevator modernization
3
73 Tremont
Water intrusion in elevator machine room and switch gear room. In Jan 2021 water intrusion in kitchen bathroom.
Pinpoint exact source of water and waterproof entire basement
4
20 Somerset
Loading dock door keeps breaking.
Needs replacement. Exploring multiple options
Action Item / Targeted Completion SU approved project; equipment has been ordered. Started project early in Dec 2020, expected completion June 2021. Car 8 completed in March, Car 7 expected completion in June. Received proposal and presented to Suffolk in November. Approved by Suffolk in March. Presented waterproofing quote to Suffolk in September 2020. January 2021 SU approved quote. Waterproof car elevator area completed in March. Switch gear room completed engineering study. Waiting for report. Presented quotes, Suffolk approved work in Feb. Estimated completion May 2021
4. Performance Metrics The purpose of this section is to assess the performance of the work order processing over three-month period. If a negative trend exists, it will prompt ABM Management to perform a root cause analysis.
#
Metric
Jan 2021
Feb 2021
Mar 2021
3 Month Avg.
Comments
1
Phase-in Period Submittal %
100%
100%
100%
100%
Phase in completed
2
Phase-out Period Submittal %
100%
100%
100%
100%
Phase out documentation available
3
Jan 2021
Feb 2021
Mar 2021
3 Month Avg.
Count of maintenance backlog work orders
20
10
4
11
Average days of maintenance backlog % of compliance with work order resolution time for Reactive Maintenance % of compliance with work order resolution time for Preventative Maintenance Total count of work orders created
16
16
25
19
93%
87%
90%
90%
86%
89%
86%
87%
750
849
883
827
% work orders completed during month % of labor accounted for on work orders
92%
94%
95%
94%
95%
73%
73%
80%
% of CMMS equipment records that are complete & accurate % of reactive work orders that are complete & accurate % of work orders that are selfgenerated % of PM labor hours to Reactive Maintenance labor hours % of spaces where cleanliness exceeds a score of 85
100%
100%
100%
100%
100%
100%
100%
100%
44%
34%
43%
40%
59%
49%
50%
53%
100%
99.9%
99.3%
99.7%
Campus wide cleanliness score % of Customers “Satisfied”
99
99
99
99
n/a
n/a
100%
n/a
#
Metric
3
4 5
6
7
8 9
10
11 12 13
14
15 16
Comments Continued to keep backlog low. See section 7 Will address older work orders. See section 7 Almost 90+ every month. See section 8 Working to get 90+ every month. See Section 8 Increase with community return to campus. See section 4.1 High percentage created and completed quickly. Continued good performance. Work to increase. See Section 4.2 No issues. See Section 4.3 No issues. See Section 4.4 Maintaining increase. See Section 4.1. Strong emphasis on PM’s and completion. Over 300 inspections completed: 2 scored below 85. See 4.5 Excellent scores. Campus is clean! See 4.6 Next survey in March. See Section 5 and Section 6.
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4.1 Total Count of Work Orders per Month The upward trend of work orders from January to March follows the yearly trend where there is an increase with the return of students and staff to campus following winter break. Our crew is becoming more pro-active in finding and documenting work orders. This can be seen in the second graph below where there is an increase in Corrective (self-generated) work orders. ABM has continued to emphasize the importance of correctly categorizing self-generated work orders.
4.2 Percentage of Total Labor Hours Accounted for on Work Orders February and March had the same percent of hours captured on work orders. ABM continues to emphasize the importance of accurately capturing work order hours along with work orders. While our performance is solid for our industry, we are working to improve in this area.
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4.3 Percentage of CMMS Equipment Records that are Complete and Accurate This section asks ABM to inventory 25 random pieces of equipment from SchoolDude equipment list to make sure they are up to date. All equipment evaluated was accurate.
4.4 Percentage of Reactive Work Orders that are Complete and Accurate This section asks ABM to evaluate 25 random work orders by management for accuracy. All evaluated work orders were accurate.
4.5 Percentage of University Spaces Where Cleanliness Complies with Specification ABM management evaluated more than 300 spaces this month and found only 2 of those spaces scored below 85. ABM has increased the number of SITE inspections completed each month. We hope to accomplish over 300 inspections each month moving forward. We are proud of the hard work our custodial staff puts in to cleaning the spaces around campus each day!
4.6 Quality of Cleanliness, APPA Level Campus cleanliness SITE score show that campus is very clean. ABM believes the average score of 99 is reflective of the cleanliness across campus. Also see section 4.5.
5. Customer Satisfaction Survey Results – Quarterly The customer satisfaction survey is sent out once a quarter. The results for March were 100% satisfied (17 responses). The survey was sent out the top 50 work order requesters, top 25 event requesters, and a quarter of the key personnel as designated by Suffolk University. There were almost no events over the past quarter, so the survey was only sent out to 59 people. We had a response rate of 29% (17 of 59). ABM is pleased to maintain a satisfaction rate above 90%. There were many positive comments, with the critical feedback about improving communication from our front desk and one complaint about restroom cleanliness. Overall, we think the community is very satisfied with Facilities.
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6. Customer Service The purpose of this section is to provide Suffolk University with any issues received by the Suffolk University community regarding service, communication, and/or response to issues throughout the campus. Any communication, positive of negative, will be reported in this section. No.
Location
Description None at this time
Resolution
Feedback to Facilities “Extremely responsive and usually take care of requests immediately. Roberto has also been a great contact if there are any urgencies or clarification we need to communicate.” – Stephanie Morin “Have been great, especially helping us clean rooms that are used for quarantine. Quick turn around time and even dealing with our sometimes short lead time. Great work! – Matt McGrath
7. Backlog Report and Action Plan We have worked to keep the backlog low and understand the reasons work orders fall into the backlog. We have seen steady improvements in the volume of backlog work orders over the last year and a half. There was a decrease in backlog volume this month and an increase in average days. This is due to a low volume of work orders.
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8. Responsiveness to Service Requests This section will provide a summary of responsiveness to service requests, including the percentage of those calls resolved within the specified response time and any requests for extensions. We were above 85% on time with Reactive and Preventive work orders this month. ABM is pleased with the performance of completing work orders on time but will work to get both categories consistently above 90% on time.
9. Deferred Maintenance Items Deferred maintenance items are non-backlog preventive maintenance and repair maintenance issues that were intentionally disregarded or delayed until a future period. See page 7 of specification for full definition.
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#
Description
Requestor
Location
Cost
Origination
1
PM Overhaul of Carrier chiller. This is standard practice every 810 years. Chiller has gone 20+ years without an overhaul. Exterior façade leak test
ABM
120 Tremont
$ 53,608
8/28/18
ABM
$ 14,000
Window replacements – windows past lifespan and are leaking. Have received multiple complaints from students. Roof replacement (back roof)
ABM
November 2018 December 2018
SU
Sawyer leak in room 1045 10 West, Modern Theater, and 150 Tremont Sawyer
ABM
10
Domestic hot water heaters replacement Rear entrance walk-off mat New entrance carpet Install 208V bus plug disconnect in panel on 7th floor Heat blind shade and motor repair on 5th floor Hallway carpet replacement
11
Rebuild Chiller #2
12 13
2 3
4
On SU capital project plan
Ridgeway
On SU capital project plan $ 72,444
May 2019
ABM ABM ABM
73 Tremont 120 Tremont 20 Somerset
$ 10,494 $ 3,239 $ 12,800
June 2019 June 2019 June 2019
SU
120 Tremont
$ 69,252
June 2019
ABM
Roof replacement
ABM
120 Tremont
ABM
Ridgeway
14
Fan coil and Mitsubishi VRF integration Roof replacement
On SU capital project plan On SU capital project plan On SU capital project plan $ 17,823
June 2019
ABM
10 West and Modern 73 Tremont
ABM
Ridgeway
15 16
5th floor duct redesign AHU replacement
ABM ABM
Sawyer Ridgeway
17
Windows and doors replacement Air cooled chiller replace 3 compressors Fire alarm system replacement Anchor water risers
ABM
5 6 7 8 9
18 19 20
21 22 23
Boiler replacement Hot water tank replacement Resident room carpet replacement floors 2-5
January 2019
Sep 2019 Jul 2019 Feb 2020
Dec 2020 Dec 2020
Ridgeway
On SU capital project plan $ 34,440 On SU capital project plan $ 400,000
Sep 2020
ABM
10 Somerset
$ 150,000
Mar 2021
ABM ABM
10 West 10 Somerset
Nov 2020 Jan 2021
ABM ABM ABM
Sawyer Ridgeway 150 Tremont
$ 377,000 $ 210,000 On SU capital project plan $ 166,000 $ 50,000 $ 40,000
Dec 2020
Dec 2020 Dec 2020 Dec 2020
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10. Incentive Program – On Pause The incentive program is on pause, but ABM will continue reporting the metrics and KPI’s.
10.1 Custodial Service Cleanliness Standards Not applicable.
10.2 Specified O&M Maintenance Standards Not applicable.
10.3 Customer Satisfaction Not applicable.
11. Staffing, Equipment, Supply, Material, and Training
No serious supply issues this month
Training
Completed Fall Protection, Confined Space, and Ladder Safety training ABM sends emails related to COVID-19 o Examples include: Maintain Social distancing, Clock In/Out Safety Measures, Current Facemask Recommendations, Preventing COVID-19 Spread, etc. ABM conducts Daily Safety Training and Weekly Safety Training o Trainings included Winter Driving Tips, Working in winter conditions, Ladder Safety, etc.
12. Number of Pass / Fail Inspections and Corrective Actions The purpose of this section is to provide summary results of inspections performed by ABM management to ensure they are being performed as well as meeting the criteria outlines in the specification. No.
Status
Description
Action Taken
Location
1
Passed
Annual Inspection - 1-P-13092
Passed
525 WASHINGTON STREET
2
90 Day
Annual Inspection - 1-P-7296
90 Day
150 TREMONT STREET
3
90 Day
Annual Inspection - 1-P-7297
90 Day
150 TREMONT STREET
4
90 Day
Annual Inspection - 1-P-7298
90 Day
150 TREMONT STREET
5
90 Day
Annual Inspection - 1-P-7295
90 Day
150 TREMONT STREET
6
90 Day
Annual Inspection - 1-P-7299
90 Day
150 TREMONT STREET
7
90 Day
Annual Inspection - 1-W-8313
90 Day
73 TREMONT STREET
8
Passed
Annual Inspection - 1-P-7227
Passed
73 TREMONT STREET
9
Passed
Annual Inspection - 1-F-8402
Passed
73 TREMONT STREET
10
90 Day
Annual Inspection - 1-P-12184
90 Day
73 TREMONT STREET
11
Passed
Annual Inspection - 1-F-8401
Passed
73 TREMONT STREET
10
13. Summary of Scheduled Services Completed during Reporting Period The purpose of this section is to provide a list of services that were completed during the 30-day period. Summary of PM’s and projects that are not on the charge reimbursable sheet. No. 1
Status Complete
Description Monthly generator testing
2
Complete
3 4
Completed Completed
5
In Progress
6
Completed
Monthly water treatment PM Chiller PM’s Mechanical room deep clean Mechanical room deep clean Cooling tower PM
Action Taken Monthly checks performed by building mechanics Completed PM
Location Campus wide
Equipment Backup generators
Campus wide
Water treatment
Completed PM work Completed
Chillers Mechanical Rooms
Started work
Campus wide 10 West, 120 Tremont 73 Tremont
Mechanical Rooms
Completed PM work
Campus wide
Cooling towers
14. Summary of Scheduled Services to be Completed in Upcoming Period The purpose of this section is to identify the number and types of work the facilities department will be performing in the upcoming reporting period. Summary of PM’s and Project’s that are not on the charge reimbursable sheet. No.
Status
Description
Location
1
Scheduled
Water treatment
Campus wide
2 3 4
Scheduled Scheduled Scheduled
ISD Building Rounds Mechanical Room Clean ups
Ridgeway, 73 Tremont, Sawyer Campus wide 73 Tremont
15. Charge Reimbursable Work Status This section will list all new charge reimbursable work from the current month. # 1
Description
Requestor
Location
Cost
Northeast Security Contract
Suffolk
73 Tremont
$20,552.65
Approval Status Approved
Completion Status Complete
Origination Date 3/1/2021
11
#
Description
Requestor
Location
2
1 Court Street Adjuster
ABM
1 Court
3
73 Tremont Freight Mod
ABM
4
73 Tremont March Progress Billing
5
$4023.60
Approval Status Approved
Completion Status Complete
73 Tremont
$246,682
Approved
Pending
3/4/2021
ABM
73 Tremont
$64,733.76
Approved
Equipment Ordered
3/4/2021
Overhead Loading Dock Door
ABM
20 Somerset
$9,030.00
Approved
Complete
3/4/2021
6
73 Tremont Earth Ground
ABM
73 Tremont
$3,740.63
Approved
Complete
3/9/2021
7
10 West 7th floor button (vandalism)
ABM
10 West
$236.25
Approved
Complete
3/9/2021
8
Repair leaking DHW piping 1 Court
ABM
1 Court Street
$4,001.16
Approved
Complete
3/9/2021
9
Modern high rise sheave
ABM
Modern Theater
$11,214.00
Approved
Complete
3/10/2021
10
Ridgeway boiler #1 repair
ABM
Ridgeway
$10,455.70
Approved
Complete
3/15/2021
11
Transport baseball fence
Suffolk
Baseball Field
$6,300
Approved
Complete
3/16/2021
12
10 Somerset Sump Pump Replacement
ABM
10 Somerset
$6,540.85
Approved
Complete
3/17/2021
13
Repair 73T Cooler 10 Somerset HW pump repair
ABM
73 Tremont 10 Somerset
$4,001.26
Approved
Complete
3/18/2021
$8,171.95
Approved
Complete
3/18/2021
14
ABM
Cost
Origination Date 3/1/2021
12
#
Description
Requestor
Location
Cost
15
Elevator #3 traveling cable
ABM
10 Somerset
15
Rebuild 150T Chilled water pumps Replace DHW expansion tank Replace 120T Library Doors Gym Electrostatic Spraying Laz Parking Management
ABM
150 Tremont
ABM
One Court Street 120 Tremont Ridgeway
16 17 18 19
Suffolk Suffolk Suffolk
73 Tremont
$25,120.20
Approval Status Approved
Completion Status Complete
Origination Date 3/25/2021
$44,252.59
Approved
In Progress
3/29/2021
$4,233.63
Approved
Complete
3/29/2021
$22,480.50
Approved
Pending
3/30/2021
$4,083.00
Approved
Complete
3/31/2021
$769.68
Approved
Complete
3/31/2021
16. Work Hours Performed Miscellaneous Work Hours There were 4 miscellaneous hours for the month. See table below. This brings the total used miscellaneous hours balance to 442.25 hours with a remaining 2,557.75 hours. WO #
Description
Requestor
Location
Date
Hrs.
159567
Student wants bed lowered.
1.00
Please install two shelves in the Mail Services Dept Dave Merry put some post-it’s on the wall to indicate where he would like to have the remaining white board hung up, thank you
Miller - 10 Somerset 8 Ashburton Sawyer 73 Tremont
3/9/2021
160944
Colleen Reising Johanny mejia Kailynn Abrams
3/10/2021
2.00
3/25/2021
1.00
161289
Move and Event Hours ABM worked 71 move and event hours for the month. This brings the total to 11,154.25 hours of moves and events from July 2018 through the end of the month.
Unused Hour Balance Suffolk University shall request no more than 18,000 hours of move and event support work during the base contract period. Therefore, the unused hour balance is 6,845.75.
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17. Reduce, Reuse, Recycle Program Performance RTS reporting takes 2-3 weeks to generate after the close of the month, so the report will be from the previous month. Please see attached Appendix A for the previous month report.
18. Environmental Impact Report RTS reporting takes 2-3 weeks to generate after the close of the month, so the report will be from the previous month. Please see attached Appendix A for the previous month report.
19. Special projects and Completion Status The purpose is to list projects the facilities team has been tasked to do that is outside the day-to-day scope of operations. Project’s that are not on the charge reimbursable sheet. No. Status Description Location
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