Service Level Agreement

Transcription

1 Estates & Property Services Service Level Agreement Parking Management

2 DOCUMENT CONTROL: INTRODUCTION Scope of the Agreement Duration of the Agreement Signatories to the Agreement Service Contacts Professional Services Main Service Desk/Contact Point Professional Services Primary Contact Customer Details SERVICE DESCRIPTION Our services agreed to be In-scope of the Service Level Agreement Standard Services Additional Features Our services agreed to be out-of-scope of the Service Level Agreement Service Coverage Service Hours/Availability Service Eligibility Service issue escalation SERVICE LEVEL Target service levels Monitoring our performance CUSTOMER RESPONSIBILITIES MANAGEMENT OF SERVICE LEVEL AGREEMENT Governance and Review of Service performance Service Issue Escalation Change control New service requests University of Salford 2011 All rights reserved. Page 2 of 12

3 Document Control: Project/Service Name: Parking Management Document Number: Document Category: Service Level Agreement Issued By: Executive Director, Estates & Property services Version Reason for Change Author Date 0.1 First draft Trevor Jones/Vicky Booth Revisions Chris Large Revision Vicky Booth Additions and Revisions Jackie Armstrong Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date Page 3 of 12

4 1 Introduction This document defines the service agreement between Estates & Property Services (E&PS) and Colleges, Schools and Professional Services Departments of the University of Salford, to provide managed car parks on the Campus. 1.1 Scope of the Agreement The agreement covers the key activities that underpin the management of all car parks on the Frederick Road, Peel and Adelphi Campuses. 1.2 Duration of the Agreement This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded. 1.3 Signatories to the Agreement The signatories to this agreement are: Unit College of Arts and Social Sciences School of Art and Design Salford Business School School of Humanities, Languages and Social Sciences Salford Law School School of Media, Music and Performance College of Science and Technology School of the Built Environment School of Computing, Science and Engineering School of Environment and Life Sciences College of Health and Social Care School of Health Sciences School of Nursing, Midwifery and Social Work Professional Services Advancement Services Change Management Communications Estates & Property Services Signatory Dean of College, Professor Huw Morris Head of School, Professor Allan Walker Dean of School, Professor Amanda Broderick Head of School, Professor Paul Rowlett Head of School, Dr Mark James Head of School, Professor Erik Knudsen Interim College Registrar, Vikki Goddard Acting Head of School, Professor Charles Egbu Acting Head of School, Professor Sunil Vadera Head of School, Professor Judith Smith Dean of College, Professor Cynthia Pine Head of School, Sue Braid Head of School, Professor Tony Warne Director of University Development, Jan McKenzie Head of Change Management, Paul Cartwright Director of Communications, Chris Larkin Interim Executive Director, Keith Beal Page 4 of 12

5 Finance Department Governance Services Unit Human Resources Division I T Services The Library Offices of Vice-Chancellor & Deputy Vice-Chancellor Planning and Performance Research and Graduate College Research and Innovation Student Information Directorate Student Life Directorate Students Union Director of Finance, Karen Brown Head of Governance Services Unit & Deputy Secretary, Mark Rollinson Executive Director, Keith Watkinson Chief Information Officer, Derek Drury Director, Julie Berry Chief of Staff, Alison Rhodes Director, Phillip Hopwood Director of Graduate Studies, Professor Vian Ahmed Director of Research and Innovation, Professor George Baxter Director of Student Information, Scott Mulholland Director of Student Life, Liz Bromley Chief Executive, Phil Benton 1.4 Service Contacts Listed below are the names, s and contact numbers of the primary service contacts Professional Services Main Service Desk/Contact Point Telephone Number Monday Friday 8.30am 5.00pm Emergency Number At all other times Web Contact 24 hours, 365 days Address (internal 54444) - Helpdesk (internal 54773) Security Control Click on the Estates Job Reports icon on the desktop to log a job, at any time, via CAFM Net Estates-Supportteam@salford.ac.uk Professional Services Primary Contact Name Role Vicky Booth Head of Administrative Services Telephone Number (internal 56714) Address v.booth@salford.ac.uk Page 5 of 12

6 1.4.3 Customer Details See Section Service Description E&PS will provide a managed car park service in line with the University s Car Parking Policy and the University s Transport Strategy. This includes the administration of car parking permits, access cards and any charges related to car parking. 2.1 Our services agreed to be In-scope of the Service Level Agreement The following range of activities is agreed as being in-scope and will be handled: Standard Services PM1 PM2 PM3 PM4 PM5 PM6 Provision of signage on all car parks Provision and maintenance of car park token machines on Campus Provision of Disabled Access spaces available on a first come, first serviced basis Maintaining a database of all registered users of the car parks Maintaining a diary of expected visitors, events and any special arrangements Providing assistance and advice in preparation for special events where car parking provision is required Additional Features Other services not listed may be provided by agreement with a client. The full cost of these services may be charged to the internal/external client eg car parking where additional staffing or out of hours access is required. 2.2 Our services agreed to be out-of-scope of the Service Level Agreement Any works at Media City Visitor parking at the rear of Business House Parking at student accommodation managed by third parties Coach parking is not permitted on the Campus Whilst services will be provided for self-financing units (such as the Leisure Centre, catering outlets, and managed workspace let to tenants) in accordance with this SLA, the self-financing unit or their staff will be responsible for the cost. Page 6 of 12

7 Guaranteed or reserved parking spaces Liability for theft or damage to any vehicles parked on the Campus Car Park maintenance including repair of potholes, clearing of snow and gritting. These are covered under E & P S Grounds Maintenance Service Level Agreement 2.3 Service Coverage Service Hours/Availability All visitor car parking requests can be logged at anytime by: online at any time via the visitor parking request form: or by to Estates-Supportteam@salford.ac.uk. Car Park Permits can be collected by a personal visit to the Estates Reception Monday to Friday between 8.30am and 4.00pm Payment can be made: by visiting the on-line shop at any time via a debit from salary Car parks are patrolled between the following hours, Monday Friday only: Irwell Place Northern Car park Frederick Rd Adelphi Building Service Eligibility This service is provided to all staff of the University Service issue escalation If there has been a service failure the customer should initially contact the Estates Helpdesk on extension See contact details in section For more details of how service failures will be handled, see section Service Level This section defines the agreed target performance levels between Estates & Property Services and its Customers, for the provision of the service. Page 7 of 12

8 3.1 Target Service Levels For the Standard Services (in 2.1.1) which require a response to a breakdown, problem or customer request the customer s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore E&PS will aim to deal with these issues within the Target Response Times below. Response Time means the time from receipt of the request by the Helpdesk until an initial inspection and, where appropriate, temporary repair has been completed. In some cases an initial inspection can be carried out by discussion with the customer without a site visit. Completion Time means the time from receipt of the fault report by the Helpdesk until a long term repair or partial/complete replacement has been carried out. Working Hours means hours which are within the Core Working Hours (8.30am and 4.00pm Monday to Friday), and Working Days is construed accordingly. Target Response Times Category Response Time Initial inspection and/or temporary repair In core hours Outside core hours Completion Time Full repair or replacement Emergency Repairs (via external contractor) eg barrier fail closed Urgent Repairs e.g. CCTV fail, barrier fail open, token dispenser jam Non-urgent Repairs e.g. faded markings/defaced or damaged signage Same day Next working day Dependent on nature of problem Same day Next working day Dependent on nature of problem 5 working days n/a Dependent on nature of problem 3.2 Monitoring our performance This section details how service levels will be monitored and how performance data will be provided to customers. A set of Performance Indicators has been defined, and for each indicator performance will be monitored monthly, unless otherwise stated. Service Level Targets and data on actual performance levels will be published on the University s intranet, available to all University staff. Performance data will be used as a management tool within E&PS, to identify areas of strong and weak performance, provide information and guidance to E&PS staff, and support planning for future improvements. Page 8 of 12

9 Quarterly performance review meetings will be held with key Customer Representatives, to provide an opportunity to: discuss actual performance versus target consider corrective actions where service is below the expected level consider any matters escalated to Stage 3 consider fulfilment of the Customer s Responsibilities and any issues arising from this consider other relevant topics, including future requirements Page 9 of 12

10 Schedule of Performance Indicators Security Services SLA - Schedule of Performance Indicators Ref Service Name Performance Indicator (PI) Service Level Target PM1 Provision of signage on all car parks All car parks will have lawful signs All car parks will have signage in accordance with Data Protection Act and University Car Parking Policy PM2 Provision and maintenance of car park token machines on campus Token machines will be maintained in accordance with manufacturers recommendations PM2.1 Machine to be maintained annually PM2.2 Response to failure of service within 24 hours PM4 Maintaining a database of all registered users of the car parks Access to parking is available to all authorised users Access to appropriate car parks within 24 hours of registration Page 10 of 12

11 4. Customer Responsibilities To complete any relevant documentation accurately Pay appropriate fees/buy a car park token when required Display a valid permit Comply with the University s Car Parking Policy and observe all notifications, regulations and guidelines in relation to car parking Notify any change of vehicle registration/loss of permit/loss of access card in a timely manner Whenever possible, give at least 48 hours notice if you have visitors attending the University who require access to car parks on Campus Give at least 72 hours notice of events such as conferences, where arrangements need to be made for car parking access (5 days notice if additional staff cover is required on car parks.) Give consideration to other users and use the facilities responsibly, bearing in mind health and safety requirements, the needs of other staff and parking restrictions (permanent and temporary) To report any defects to the barriers as soon as possible, especially if there is a risk to the health and safety of other persons. Be aware of the University Transport Policy 5. Management of Service Level Agreement 5.1 Governance and Review of Service performance This Service Level Agreement will be reviewed on an annual basis, by E&PS representatives (normally Head of Administrative Services and Head of Community Support with at least three Customer Representatives. Checks will be made to ensure that key details are up to date including: scope of services within the SLA list of customers contact details for service provider and customers. Actual performance levels will be reviewed and target service levels will be adjusted if appropriate. If any changes are required the Associate Director of Operations & Facilities will be asked to approve them and will issue an updated SLA to each of the signatories. Page 11 of 12

12 5.2 Service Issue Escalation If a customer is dissatisfied with the service provided under this SLA the customer may register a formal complaint using the procedure set out below. Stage 1 The customer should contact the Helpdesk to report the service failure and request an update, which will be provided within 2 working days. (If satisfied, no further action required). Stage 2 Via the Helpdesk the customer should ask the line manager responsible for the service for a more detailed response to the query, which will be provided within 5 working days. (If satisfied, no further action required). Stage 3 The customer should consult the Customer Representative who may, via the Helpdesk, request a written response which will be provided by the Head of Administrative Services within 7 working days. To clarify, Stage 1 to Stage 3 should be completed within 7 working days in total. 5.3 Change control This document will be issued and controlled through the E&PS Administrative Services team. Any amendment to the document has to be approved by the Associate Director of Operations & Facilities. The document will have version control and will include the date of the agreed amendment, a description of the change, the author and agreement of the Associate Director. 5.4 New service requests In this context New Service Request means a proposal to expand the scope of this SLA, for instance by including buildings which are not currently covered; it does not mean a request for E&PS to carry out a specific task which is already within the scope defined in section 2. All new service requests should be directed through the Helpdesk. E&PS will contact the customer to consider the request and will provide an initial response within ten working days. Page 12 of 12