Overview

All staff will be courteous, friendly, professional and helpful at all times.

Staff and students will be kept informed of work in progress. Information will be updated as circumstances change.

Service Provision from Estates & Facilities Department

Provide a professional and friendly service.

Circulate notification of works being carried out by e-mail, via Staff Briefing and other means as appropriate.

Responsibilities of Users

Users are recognised as being staff within the Department as well as staff and students from the wider University and their visitors.

Give a contact name and telephone number or E-Mail address.

Reciprocate the same courtesies as extended by the Department.

Overview

To act as first point of contact to Department stakeholders offering a friendly, approachable and professional interface.

Service Provision from Estates & Facilities Department

Ensure office and telephone cover is available at all times between 8.30 am and 5.00 pm.

Ensure telephones are answered swiftly and efficiently, giving clear and relevant information.

Job requests will be added to FACTS immediately and emergency calls will be actioned.

Requests for new cards for electric locks will be issued within 5 days.

Responsibilities of Users

Give a clear and concise description of the nature of the fault.

Use the priority system sensibly making realistic judgement of the status of call outs – Allocating too high a priority reduces our ability to respond to real emergencies.

Once a call is logged try to ensure that repeated notifications are not made, this again reduces our ability to respond and may slow down response times.

Overview

Ensure compliance with legal undertakings:

• Freedom of Information Act

• Data Protection Act

• Health and Safety at Work Act

Service Provision from Estates & Facilities Department

Ensure information is maintained is an accurate manner and confidentiality is respected.

Keep under review all current procedures to ensure legislative compliance and to respond to new legislation to ensure that the University statutory obligations are met.

Responsibilities of Users

Overview

To provide furnishings to meet customer needs within space, budgetary and logistical constraints.

Service Provision from Estates & Facilities Department

Respond to requests for and installation of furnishings within 7-10 working days.

Responsibilities of Users

Overview

Provide support for management of electronic information.

Design and management of Departmental Website.

Service Provision from Estates & Facilities Department

Systems Supported:

• Condition Survey data (Quantarc/Quemis)

• FACTS

• Drawbase

• RPS (Asbestos)

Production of plans for consultants/UoB within 5 working days.

Plans on Drawbase to be updated within 3 months of change.

Planned maintenance schedules. To add to FACTS within 4 weeks of receipt.

Ensure consistent web design.

Develop the Web architecture.

Make alterations and additions to Web site within 4 weeks of request.

Responsibilities of Users

To provide accurate data and information about changes as soon as projects are finished.

Maintain accurate information and advise on changes needed to links and access.

Overview

Provide accurate and timely financial information to inform decisions within the Department and in liaison with other areas of the University.

Service Provision from Estates & Facilities Department

Invoices will be processed within 5 working days of receipt by Departmental Support.

Provide monthly budgetary information to managers and budget holders.

Energy Bills.

• On employment of Energy Manager, improve monitoring systems and reporting techniques.

Responsibilities of Users

Pass item for payment to Departmental Support in a timely and accurate manner to include all relevant account codes and confirmation that goods/services have been received.

Overview

Service Provision from Estates & Facilities Department

Maintain stock at an appropriate level.

Order goods.

Provide an effective service to Estates & Facilities staff in the loan out of equipment.

Provide, receive and order goods.

Orders to be placed within 48 hours.

Received goods to be distributed within 24 hours.

Stores and stock control.

• Full implementation of store and stock control including costing of materials to jobs by August 2006.
   

Responsibilities of Users

Overview

8.30 am – 5.00 pm Monday to Friday.

Service Provision from Estates & Facilities Department

Individual lunch breaks will be variable on a daily basis to ensure a continuous working day from 8.30am through to 5.00 pm.

Responsibilities of Users

Overview

Any (general) items requiring a written response will be responded to within 10 working days.

Service Provision from Estates & Facilities Department

Responsibilities of Users

Overview

Service Provision from Estates & Facilities Department

Admin support (typing, filing, hospitality, servicing meetings, Departmental reports, post, reception, holiday/sickness records).

Within 5 days for general and routine works.

Responsibilities of Users