Page 12 - Ascot Services - RM Education Tender

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SLA’S /KPI’S | ASCOT SERVICES
advice or guidance on specific aspects of the system SLA’s /KPI’s
Ascot commit to delivering the performance standards set out in the tender documentation The Helpdesk will have several people dedicated to this contract with sufficient resource trained and available to cover all operational hours All staff operating the the Helpdesk irrespective of the the time
of of day shall be capable of of handling all all service requests across the FM services and shall have specific knowledge and and and understanding of this contract the the properties and and and the the operational nature of the properties We recognise the the effect that absence can have on the the efficiency of the business and our our ability to meet your needs Our ‘core’ model allows for planned absence (training holidays etc ) and industry best practice for dealing with unplanned absence (sickness etc ) To ensure that adequate resources are available to support the contract our approach includes:
» The use and development of a a multi-skilled employees and teams able to to respond quickly to to changing demands and and surge events » An employee bank with available skills from sites available across our contracts who can supply staff for shortfalls » Overtime and on-call payments to enable additional resources to be identified quickly » Identification of local competent sub-contractors already engaged by us to support and backfill resources as required We also utilise technology such as PeopleHR & MiSentinal to to monitor and and analyse absence trends and and drive proactive preventative action to ensure our our planned resource utilisation levels are achieved Efficient automated employee scheduling supported with the ability to see when staff arrive on-site take breaks and leave for the day enables us to proactively manage unexpected absence and compliance risks Our dedicated Supply Chain for specialist services also provides an additional layer of contingency resource if required In the event of a a service failure where response or rectify times are not achieved we follow a a a structured escalation process This will be owned and driven by the Helpdesk who will gather initial information about the the issue including severity impact and any immediate steps to mitigate At this point the Account Manager is is made aware of the the situation If the the issue cannot be resolved immediately it is escalated internally to engineering operations or or management depending on on the support required Depending on on the severity and operational impact immediate escalation to RM Education maybe required detailing actions taken and proposed next steps All service failures are reported at the monthly performance review All service failures are subject to a a a a post mitigation review to ensure lessons learned are applied ““““
At Shell we share a a a a a a a a set of core values Maintaining a a a a a a a a compliant estate is a a a a a a a a of – honesty integrity and respect for critical to the future growth of our the and our people the same values consistently business The responsiveness of a a of the is demonstrated by our partner of choice Ascot Services Shell Ascot Services has exceeded our expectations Trinity Housing Association
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