Monitoring Contractor
Performance – Maintenance Services
Aldo Gangi
Manager Maintenance & Minor Works
11th July 2013
Agenda
1
Contextual Overview
2
Strategy Development
3
Managing Expectations
4
Monitoring Contractor Performance
5
Performance Monitoring Culture & Tools
Contractor Performance Management
28th February 2011
2
Contextual Overview
Estate Portfolio
 168 buildings across six campuses
 674,887m2 Gross Floor Area and over 60 Ha of Grounds
 585 Registered contracting companies
 4018 Inducted contracting employees
Service Contracts
 39 Service contracts
 Valued at $13.15M p.a. (2012)
 Attending to 49,511 work orders per annum (2012)
Contractor Performance Management
28th February 2011
3
Strategy Development
Service Delivery Model
 Service level delivery
 Set frequency/Manufactures rec.
 Condition based
Contract Manageability
 Size of contract
 Service inclusion
 Alignment with market
Contractor Performance Management
11th July 2013
4
Managing Expectations
 Partnering Principles
– Alliancing objectives
– Primary points of contact
– Communication methods and frequency
 Detailing of contract performance expectations in
tender documentation that:
– Clearly identify KPI’s
– Outline performance monitoring methodologies &
frequencies
– Stipulate performance management actions
 Work Type Prioritisation
– Outline work priorities levels c/w examples
Contractor Performance Management
11th July 2013
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Managing Expectations cont.
Key Performance Indicators (KPI)
 Timeliness
 Cost of service
 Quality and improvement of service
 Occupation Health & Safety
 Customer Satisfaction
Asset information
 Maintain asset lists
 Asset renewal prioritisation
Contractor Performance Management
11th July 2013
6
Monitoring Contractor Performance
Operational Monitoring
 Monthly meeting with contractors
– Monitor performance against contract (esp.
time, quality & cost)
– On-site contractor sign in (OHS)
Category Management
 Annual assessment against contract KPI’s
 Test alignment with organisational objectives
 Contract renewal / market engagement
recommendations
Contractor Performance Management
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Monitoring Contractor Performance cont.
Key Performance Indicators
 Average time taken to complete – by priority
 Average cost of work type
 Average hours per work order
 Compliance with On-site contractor sign in & inductions (OHS)
 Compliance statutory reporting
Measuring approaches
 % compliance against a pre set benchmark
 Mean Time to Repair (MTTR)
 Penalty point system
Contractor Performance Management
11th July 2013
8
Performance Monitoring Culture & Tools
Contract management culture
 Understanding of contractor performance and service delivery
Organisational structure
 Appropriate alignment of contract supervisors, category managers and
administrative staff
Monitoring Tool(s)
 Computerise Maintenance Management System (CMMS)
– Work order priority setting
– Analysis and trending
Contractor Performance Management
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