Service Level Agreement

Transcription

1 Estates & Facilities 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 Primary Contact 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 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 10

3 Document Control: Project/Service Name: Parking Management Document Number: Document Category: Service Level Agreement Issued By: Deputy Director, Estates & Facilities 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 Revisions Trevor Jones Revisions Trevor Jones Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date Page 3 of 10

4 1 Introduction This document defines the service agreement between Estates & Facilities (E&F) and Schools and Professional Services 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 and Peel Campuses. 1.2 Duration of the Agreement This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded. 1.3 Signatories to the Agreement The signatories to this agreement are: Unit Estates & Facilities Estates & Facilities Signatory Director of Estates Deputy Director of Estates 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 8.00am 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 Fault Reporting 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 Trevor Jones Head of Security & Community Support Telephone Number (internal 55264) Address t.jones@salford.ac.ukk Page 4 of 10

5 2 Service Description E&F 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 sessions, special permits and other general issues 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 Provision of signage on all car parks PM2 PM3 PM4 PM5 PM6 Provision and maintenance of car park pay and display machines (via third party) on Campus Provision of Disabled Access spaces available on a first come, first serviced basis Maintain Whitelist database of all registered annual session users of the car parks Maintaining a diary of special 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 Coach parking, which 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. 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&F Grounds Maintenance Service Level Agreement Page 5 of 10

6 2.3 Service Coverage Service Hours/Availability Visitor car parking requests can be logged at any time by the School or Department Office Annual Car Park Sessions can be arranged at Maxwell Main Reception Monday to Friday between 8.00am and 4.00pm Payment can be made: by visiting the on-line shop at any time via a debit from salary Payments for hourly, daily and monthly parking can be made at 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 & Facilities and its Customers, for the provision of the service. 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&F 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 longterm 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. Page 6 of 10

7 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 Non-urgent Repairs e.g. faded markings/defaced or damaged signage Next day Next day Two working days Two working days Dependent on nature of problem 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&F, to identify areas of strong and weak performance, provide information and guidance to E&F staff, and support planning for future improvements. Performance review meetings when required 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 7 of 10

8 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 GDPR and University Car Parking Policy PM2 Provision and maintenance of car park pay and display machines on campus Pay and display 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 8 of 10

9 4. Customer Responsibilities To complete any relevant documentation accurately Pay appropriate fees/buy a car park ticket/paybyphone session as required Display a valid ticket if using pay and display 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/in a timely manner 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 a bi- annual basis, by E&F representatives (normally Head of Administrative Services, Head of Security & Community Support). Checks will be made to ensure that key details are up to date including: scope of services within the SLA contact details for service provider Actual performance levels will be reviewed, and target service levels will be adjusted if appropriate. If any changes are required, the Deputy Director of Estates will be asked to approve them 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. Page 9 of 10

10 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 Security & Community Support 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&F Administrative Services team. Any amendment to the document has to be approved by the Deputy Director of Estates & 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 Deputy 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&F 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&F will contact the customer to consider the request and will provide an initial response within ten working days. Page 10 of 10