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Specification Schedule

CFT 1278831 Cleaning and Ancillary Services Contract

Contents

1.Introduction

  1. Governance
  2. Premises
  3. Purpose of the Specification
  4. Implementation of Operations
  5. Service Delivery - Requirements
  6. Service Delivery –Cleaning Services
  7. Service Delivery – Cleaning Standards
  8. Service Delivery - Washroom consumables
  9. Service Delivery – Waste and recycling removal from building
  10. Service Delivery –Contract staff
  11. Service Delivery – Quality management requirement
  12. Service Delivery – Supply Chain Partners
  13. Service Delivery – Emergency procedures
  14. Service Delivery – Security Clearance for the Service
  15. Service Delivery – Sustainable Development
  16. Service Delivery – General Information and requirements
  17. Risk management
  18. Business Continuity
  19. Days on which services are required
  20. Handover of services on Contract Expiry
  21. Other Interrelated Contracts

Annex A

Building Specifications.

Annex B

Building Information Spreadsheet and the contact details for Site Visits.

Annex C

Driver Vehicle Agency Statement of Requirement

1.Introduction

1.1Central Procurement Directorate (CPD), on behalf of the participating bodies listed in Page 2 of the Supplementary Standard Conditions of Contract for Services document (hereafter referred to as the Client) is seeking to establish a Contract for the provision of cleaning and ancillary services at locations throughout Northern Ireland. Further details of specific requirements at each Premise are provided within the Building Specifications at Annex A. The contract will be awarded in the basis of the Most Economically Advantageous Tender.The Contractor will be responsible for managing and delivering the specified services at the different premises in a flexible and responsive way.

1.2Through Service delivery, the Contractor will be required to;

  • implement a sustainable structure that encourages continued value for money, efficiencies, continuous improvement and innovations;
  • engender and nurture a true spirit of partnership between the Contractor and the Client by providing a quality efficient Service, seeking to identify solutions to issues and making a commitment to effective dispute resolution;
  • help provide a safe environment in all contract areas to enable the Client’s staff to effectively deliver frontline support and services and for customers to avail of those services;
  • to maintain a robust programme of contract monitoring to ensure effective delivery of Services; and
  • integrate environmental considerations and delivery on social benefits through the performance of the Contract.

1.3The key operational objectives and tasks of the Contractor in relation to the provision of the specified services are: -

  • Provide a clean and safe working environment for staff, contractors and visitors to the Client’s premises;
  • Deliver a consistent quality service across the estate, meeting the cleaning standards as specified within the specification scheduleand the contracts Key Performance Indicators (KPIs) ;
  • Maintain and safeguard the assets of the Client’s premises and their contents;
  • Enable the staff working within the premises to carry out their business functions effectively with minimum disruption;
  • Ensure that the services are operated in an efficient and cost effective manner with regard to their business activity;
  • Ensure that the Contractor staff are well presented, clean and tidy, polite, honest, respectful to others and willing to help;
  • Report to and liaise with the Client’s Representatives (and professional advisors) to compile and implement strategic policy for operating the Services in an efficient and cost effective manner;
  • Ensure compliance with all relevant regulations including Health and Safety, and to liaise with statutory authorities as appropriate;
  • Offer continual advice and proposals to the Client on methods of introducing additional value for money and innovation into the delivery of the Services;
  • Ensure high levels of customer satisfaction.

1.4The Contract includes theroutine daily, weekly and periodic cleaning, as identified in the Specification. The Contractor should recognise that this Contract covers a range of different building types with differing business needs including office accommodation, training centres, MOT test centre, laboratories, transport depots and some may have specific cleaning requirements and varying security clearances requirements. The operating times and days per week of these premises may vary, with some only opening part time on defined days of the week; some open every day including weekends. Contractors are required to take account of the nature of the Client’s business, as certain areas and rooms may be inaccessible for cleaning during defined times as specified in the individual building specifications. This is especially true of public access areas throughout the estate e.g. Department for Communities. The Contractor will be required to take this into consideration and have in place a system to ensure such areas are cleaned, as appropriate. Details of the Building’s individual requirements are provided in Annex A at the attachment area of eTendersNI.

1.5The Northern Ireland Civil Service (NICS) is currently under review on the current use of the government estate and a commitment under the Asset Management Strategy to achieving savings through efficient use of assets. The attached links provides further information on the strategy and the State of the Estate Report details the government’s property portfolio. Under the Stormont Executives Asset Management Strategy for central office accommodation the intention is to exit leases upon expiry. Asset management decisions are being made on a property by property basis depending on the business need. It is estimated that of the current 550,000 sq m office estate that there will be a reduction 5% per annum in the period to 2020.

1.6As such the Contractor shall be flexible in delivery of the services during the Contract Period. This will include allowing the Client to make adjustments to Services or the number of buildings as operational requirements change. The Client is entitled to add or delete Services or buildings from the Contract, as operational requirements change. As such, the Client offers no guarantee that the value of the Contract will remain unchanged throughout the Contract Period. Any additions / reductions will be in line with the Contractor’s commercial offer within the tender for each individual premise.

1.7The Contract is for cleaning and ancillary services for Clients buildings within the following Post codes within Northern Ireland:-

Postcodes
BT 1 - 3
BT 7 - 15
BT 17
BT 29
BT 36 - 49
BT 51 -57

1.8All changes to the Specification shall follow the Change Control process and be the subject of a Variation Order (see clause 24.2 of the Conditions of Contract). Notwithstanding and without prejudice to the Conditions of Contract the Contractor shall provide a flexible service to meet the needs of the Client on a day-to-day basis.

1.9Where a change in requirement will reduce the number of cleaning or ancillary staff operating in the building or closure of a building, the Client will provide 3 months’ notice. Any consequential transfer costs or in the event of building closures redundancy costs will be the responsibility of the Contractor.

1.10Whilst every attempt has been made to ensure that the most up to date information on the buildings has been provided, Tenderers must be aware that, as building requirements may change periodically, the building specifications cannot be guaranteed as being wholly accurate. In order to ensure Tenderers can submit an accurate bid, facilities are in place to allow Tenderers to view the premises prior to submitting a bid. To avail of this opportunity, Tenderers are required to contact the appropriateDepartmental Representative to make arrangements. Annex B provides contact details for each building to arrange site visits.

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1.11This Schedule specifies the cleaning and ancillary services that the Contractor shall make available to Client (the ‘Specification’).

2Governance

2.1 The Client will nominate a Representative for each location towhom the Contractor shall be responsible. The Client’s Representative may also nominate a deputy who can act in his/her absence.

2.2 Whilst retaining overall strategic control, the Client shall delegate the day-todaymanagement and delivery of the Services to the Contractor. TheContractor shall manage the Services in support of the Client’s business aimsand objectives. All operational and financial relationships shall be based onfully open book and partnering principles and the Contractor has soleresponsibility for their successful execution.

2.3 The Contractor will be advised and directed by the Client’s Representative from whom the Contractor must seek guidance and directionas and when required; the Contractor is to observe and put in force suchadvice, guidance and directives.

2.4The Contractor shall have full responsibility for the delivery of all Services whether by directly employed personnel or sub-contracted personnel and is fully liable should any theft, fraud or other malpractices result from the actions of the Contractor’s staff or sub-contractors staff. The Contractor will also be liable for the full cost of replacement locks and keys on a master system to ensure at least the former level of security should any keys assigned to the Contractor be lost.

3.Premises

3.1Storage facilities are limited and it will not be possible to store an excessive amount of consumable materials on any site. It is the responsibility of the Contractor to ensure that all materials and equipment are stored safely and securelyandin line with relevant legislation.

3.2The Contractor may be issued with keys to some premises identified within the individual building’s specification, for which they will be responsible. In the event of such keys assigned to the Contractor being lost, the Client may make arrangements for locks to be replaced at a total cost to the Contractor.

3.3The Contractor may be required to open and close some premises identified in the individual building specification. The Contractor’s staff will be required to ensure that all lights are off, doors (external and internal as instructed by the Premises Officer), windows and gates are securely locked and bolted, and where applicable, arm alarm systems each night.

3.4In some premisesidentified in the individual building specification the Contractor's staff will be responsible for the disabling and setting of alarm systems and the resetting of video security tapes if so required by the Client Representative. Any fault with door locks, window catches, alarm systems or video security systems shall be reported immediately to the building representative.

3.5Under no circumstances shall the Contractor’s staff: -

  • disclose any security or key pad codes,
  • loan or supply the keys to the premises to any unauthorised persons,
  • allow / bring unauthorised persons onto the premises.

3.6The Contractor will be liable for any loss, damage or expense caused as a direct result of: -

  • the Contractor’s staff failing to properly secure the premises; or the Contractor’s staff failing to properly carry out any of the other duties so required by the Premises Officer;
  • the Contractor’s staff having disclosed security or key pad codes to unauthorised persons;
  • the Contractor’s staff having loaned or supplied the keys to the premises to unauthorised persons

3.7In the event of the Contractor’s staff triggering any alarm systems, the Contractor will be liable for any costs incurred as a result of this and or for any alternative security measures required.

3.8Contractor Staff must immediately report to the Premises Representative, any incidents of damage, vandalism or irremovable graffiti which they encounter during the course of their cleaning duties. In the event of a break-in, Contractor Staff should not interfere with any possible evidence but contact the Police and the Premises Officer or his/her representative as soon as possible.

3.9The Contractor shall provide, and ensure the availability of all materials and equipment necessary to deliver the Service. The Contractor shall ensure that all materials, products and equipment are stored and used under proper control, safely and in accordance with the manufacturer’s instructions. The Contractor shall provide to the Client Representative 10 days before contract commencement dateand subsequently on request data/information and COSHH assessment sheets for all materials used on site.

4Purpose of the Specification

4.1The aim of this Specification is to state the minimum level of performance for the delivery of the Services and it should be read in conjunction with the other component elements of the tender documentation.

4.2The specifications for buildings are attached at AnnexA. The Contractor should note that they must provide a fixed price for each building for the contract period, based on the information provided within the Building specification, this specification Schedule and the conditions of contract.

4.3The Contractor shall actively demonstrate innovative ways of delivering the Services and eliminating inefficiencies throughout the term of the Contract including new ways of working. This shall include continuous review of service delivery methods to eliminate inefficiencies (including wastage of energy), introduce innovation through the use of industry best practice, realise cost savings and improve value for money. This shall be achieved at no detriment to the quality of the Services delivered.

4.4In the spirit of continuous improvement, the Contractor shall carry out a strategic review of resources to improve the efficiency of operation. The Contractor shall provide a 6 monthly Continuous Improvement Plan to each Client to realise savings. Within the 6 monthly continuous improvement plan the contractor shall evidence their efforts to rationalise the washroom consumables.

4.5The Contractor shall demonstrate, throughout the term of the Contract that the performance standards with which they are required to comply are reflected throughout the supply chain with all sub-contractors, Contractors and consultants. A list of Key Performance Indicators (KPIs) has been provided in the Monitoring Schedule.

5.Implementation of Operations

5.1Within 5 days after award of Contract, the Contractor must arrange meetings with the Client’s Representatives for each building to establish and agree day to day Operational Procedures and KPIs. The operational procedures must be agreed and signed off by the Client’s Representative for each building 5 days before contract commencement date. The operational procedures shall include the flow/route which the cleaning will take place, estimated times cleaners will be in different areas, what is to be cleaned in each area (to ensure relief staff are aware of their duties), frequency of clean of different locations and what category they fall into i.e. high usage area etc to allow cleaning standards to be met. The Contractor will be required on a daily basis to complete a cleaning activity sheet for the contracted areas which shall be signed off to show that the area has been cleaned.

5.2The Contractor must establish a communication process with the Client’s Representative. The Client’s representative will require at least a weekly update with the Contractor during the period of implementation (i.e. between Award Date and Commencement Date of Contract), to discuss progress against the Implementation Plan and ensure service delivery on commencement of the contract.

5.3The Contractor must implement their proposed plan as detailed in their tender submission for the transfer of Staff under TUPE, to ensure Services from the Contract commencement date. This shall include but is not limited to: staff induction, training (including customer service training), and establishment of payroll details, security clearances, equipment, deliver of washroom consumables including dispensers, hygiene bins, mats and uniforms.

5.4The Contractor is required on award of Contract to establish the skills, qualifications and experience of the current Contract staff that will transfer on Contract commencement date and identify any gaps which could have a detrimental impact on service delivery. The Contractor must take appropriate corrective action to ensure a smooth transition of service.

5.5The Contractor during the implementation stage must make contact with the current Contractors and the Client to arrange the transfer of services to ensure the smooth transition of services from the Contract Commencement date.

5.6On commencement of the Contract, the Contractor must review the risk assessment for all premises. Any revisions to the current risk assessment register must be agreed with the Client’s representative within 30 days from the Contract commencement date.

6Service Delivery – Requirements

6.1The Contractor shall have full responsibility for the delivery of all Services whether by directly employed personnel or sub-contracted personnel and is fully liable for any theft, fraud or other malpractices resulting from the actions of the Contractor’s staff or subcontractors.

6.2The range of services under this contract is detailed in the table below;

Service / Description
Cleaning services /
  • Cleaning service to the specified cleaning standards
  • Cleaning service to include the provision of mats, feminine hygiene and air fresheners to the agreed schedule
  • to assist the Client with the removal and disposal of waste to designated areas within the Clients premises
  • Managed washroom consumable services across the whole estate

Ancillary services /
  • Porterage service
  • Concierge service
  • Reception duties
  • Maintenance service

6.3The Services required within each of the Premises are detailed in the specific Building Specifications at Annex A.

6.4The relationship, which the Client seeks to foster with the Contractor, allows for sharing in all aspects of the experience. Effective partnering relationships will establish goodwill, trust, honesty and openness. It is the enthusiasm, commitment and desire to provide a successful and flexible service from every individual involved in the service provision that will contribute to the Contract’s success. Team working must be a core requirement for every element of the service.

7Service Delivery - Cleaning Services

7.1The Contractor shall provide a comprehensive Cleaning Service throughout the contract areas, delivered in a safe and efficient manner. The Contractor shall take responsibility for maintaining the cleanliness of all internal cleanable areas including fixtures, fittings, furniture and finishes, to minimise degradation, enhance asset life cycle and ensure that the Client’s high standards and good reputation are maintained. The Contractor is required to provide a high quality service within the scope of this Specification. The standard as specified is to be evident at an agreed time depending on the venue during each working day.