performance indicators-part-2-4

7/23/2019 Performance Indicators-part-2-4

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RFP # T0045 for FM Services

APPENDIX-F – SLA & KEY PERFORMANCE INDICATORS

1. Account Management2. Mechanical & Electrical Maintenance

3. Specialized Equipment4. Utility & Sewage5. Minor Works / Building Fabric

6. Customer Care Centre7. Cleaning8. Waste Management9. Pest Control10. Health, Safety & Environment11. Terms & Conditions

Priority Code Definition

Response

Time

Emergency P1

Life, property, environment and/or business continuity atrisk .

Significant impact has occurred or has the potential to occurto the client/business operation.

Occupational Health & Safety issue. Injury has occurred oran immediate threat of injury is present.

Significant damage to property has occurred.

Any Environmental problem that presents an immediate riskof significant contamination of the residence, workplace orenvironment.

Any risk that would endanger security of the property

15 min ≤




Examples

Emergency – Loss of power, flooding, air conditioning breakdown, fault to services critical to the premises,Operational Health & Safety issues threatening immediate injury, major environmental issue from diesel fuel spillfrom onsite tanks, critical services alarm, etc.

Urgent – Partial loss of power to non-critical equipment or services, minor flooding to non-critical area, potential

Occupational Health & Safety issue, site is operating successfully on uninterruptible power and or generator, brokenglass, annoying flickering light or lights out in high profile areas, report of environmental noise from plant &equipment, blocked drains, issues with hot water service.

Routine - General building repair non-urgent issues such as a light globe failed, dripping taps, damaged door not

impacting security, sign damaged, environmental clean of debris from storm water drains, minor temperature issueswith air conditioning etc.




DHCC Service Request Classification

Priorities

SR Type SR Sub Type Problem Description P1 P2 P3

Attendance&firstreaction

TemporaryFix

PermanentFix

Cleaning Common

Area Cleaning

Chemical /Blood spillage X 15 Min 30 Min 2 hrs.

Water spillage common area(more slippery) X 15 Min 30 Min 2 hrs.

Garba e room smell X 15 Min 30 Min. 2 hrs.Garba e room not cleaned X 15 Min 30 Min. 2 hrs.Empty Trash Container X 1 hrs. 2 hrs. 4 hrs.

Trash / skip wheel damage -unable to move X 4 hrs. 2 hrs. 24 hrs.

Cleanin of lass anel X 15 Min 30 Min. 2 hrs.Cleanin of Elevators X 15 Min 30 Min. 2 hrs.Cleaning of Stairways X 15 Min 30 Min. 2 hrs.Common area cleaning - building premises and Car parkareas

X 15 Min 30 Min. 2 hrs.

Pest Control

PestControl -Commonarea

Rodent / Pest Infestation X 1 hrs. 4 hrs. 24 hrs.

Pest control service request X 1 hrs. 4 hrs. 24 hrs.Request for fogging or rodent

controlX

1 hrs. 4 hrs. 24 hrs.

A/C is nois X 1 hr. 3 hrs. 12 hrs.A/C is not working (not coolingduring summer season X

15 Min 30 Min. 6 hrs.





Priorities


Attendance&firstreactiontime

TemporaryFix

PermanentFix

No power X 30 Min. 2 hrs. 24 hrs.

Malfunction of socket outlet X 4 hr. 2 hrs. 24 hrs.

Fluctuation in electrical voltage inthe facility but within operationallimits.

X 4 hr. 4 hrs. 48 hrs.

Electrical short circuit X 15 Min. 1 hr. 8 hrs. Distribution board, capacitor bank abnormal smell / trip in

circuit breaker or ELCBX 15 Min. 4 hr. 24 hrs.

Water heater not workingduring summer X 2 hrs. 4 hrs. 12 hrs.

Water heater not workingduring winter X 1 hrs. 4 hrs. 8 hrs.

Burning Smell X 30 Min. 2 hrs. 8 hrs.

No ower in the buildin X 30 Min. 2 hrs. 6 hrs.

Exhaust fan not workin X 1 hrs. 2 hrs. 48 hrs.

30 Min. 4 hrs.Repair of smoke / heatdetectors X 4 hrs. 12 hrs. 48 hrs.

Repair of public addresssystem X 4 hrs. 4 hrs. 48 hrs.

Bee in sound from fire anel X 4 hrs 4 hrs 48 hrs





Priorities



TemporaryFix

PermanentFix

Lift landing levels uneven X 1 hr. 4 hrs. 24 hrs.

Plumbing

Drain blocked or leakin X 1 hr. 4 hrs. 24 hrs. No water in full buildin X 15 Min. 2 hrs. 24 hrs. No water in Units X 4 hrs. 6 hrs. 24 hrs.Water leaka e from ceilin X 30 Min. 4 hrs. 8 hrs.

Malfunction of sanitary fitting,water taps, plumbingaccessories etc.

X 1 hr. 4 hrs. 48 hrs.

Water dripping from taps /faucets

X 2 hrs. 4 hrs. 24 hrs.

Low water pressure X 4 hrs. 8 hrs. 72 hrs.

Shower not working X 1 hr. 4 hrs. 24 hrs.

Bad smell from the toilet X 1 hr. 4 hrs. 24 hrs.

Flexible hose is not working X 1 hr. 2 hrs. 4 hrs.

Flush not working X 1 hr. 2 hrs. 8 hrs.

Foul smell of domestic water X 1 hr. 4 hrs. 48 hrs.Mixer tap not working X 1 hr. 2 hrs. 4 hrs.

Wash basin sink blocked X 1 hr. 3 hrs. 6 hrs.





Priorities



TemporaryFix

PermanentFix

Door/

Carpentry

Balcony door, window notworking X 1 hr. 4 hrs. 24 hrs.

Door handle is loose, needs to befixed properly X 1 hr. 2 hrs. 4 hrs.

Calls for opening a locked facilitydue to faulty lock or the sticky doorthat will endanger the health, safetyand welfare of staff and the general public or affect the operations of

Client/End users

X 30 Min. 1 hr. 8 hrs.

Door hinges are broken X 1 hr. 4 hrs. 48 hrs.

Door is locked in toilet X 1 hr. 2 hrs. 48 hrs.

Door is noisy X 1 hr. 2 hrs. 48 hrs.

Door not closing properly X 1 hr. 3 hrs. 48 hrs.

Key to main door not working X 1 hr. 2 hrs. 24 hrs.

Main door not working X 1 hr. 3 hrs. 48 hrs.

Window problem X 1 hr. 5 hrs. 48 hrs.

Re uest for fixin door hin es X 1 hr. 2 hrs. 48 hrs.Sliding, wooden door needs to befixed X

1 hr. 5 hrs. 48 hrs.

Replacement of false ceiling





Priorities



TemporaryFix

PermanentFix

Broken staircase civilrepair work like broken X 12 hrs. 24 hrs. 72 hrs.

Broken glass / window / doorthat will endanger the health,safety and welfare of staff andthe general public or affect theoperations of Client/End users

X 30 Min. 4 hrs. 240 hrs.

Infrastructure Walk wa s Walkways blocked X 4 hr. 6 hrs. 48 hrs.

Streetlights Walkways and perimeter

li hts not workin

X 4 hrs. 8 hrs. 24 hrs.




Dubai Healthcare City (DHCC) - For the period of 2016-2018 Facility Management and HSE department (DHCC-FM&HSE)

KEY ACTIVITIES PERFORMANCE LEVEL KEY PERFORMANCE INDICATORS

To provide this service, FM Provider

management will: Manage operate and

continuously improve the full scope of services

Review the quality, effectiveness, efficiency and

value of all the above services quarterly to

ensure that the output meets the requirements

Undertake formal reporting to DHCC

(DHCC) on a monthly basis via regular meetings

and written reports

Communicate scope and performance of FM

Provider services and encourage customer

feedback

Maintain a professional and courteous manner

with customers and suppliers at all times

Source expertise on DHCC’s behalf as required

Manage expenditure within the agreed annual

fixed budget and provide accurate and timely

reporting to demonstrate this

Maintain records of all charges accurately and

keep files in order

Oversee all major projects and consultancy

carried out by FM Provider on s ite

To a performance level that ensures that: Any

significant operational issues raised by DHCC are

actioned to agreed timeframe

Actions are completed within the agreed time frames

Suppliers invoices paid by due date

Reporting is timely and accurate

No FM Provider induced changes of key staff are

made without 1 month notice

Actions of Quality audit programs conducted byDHCC are completed as per schedule

FM Provider demonstrates the continued delivery of

best value services to DHCC utilizing international

FM industry leaders for benchmarking.

Produce quarterly forecast of year end position and

variance reports

Measured by:

Issue and complaints log maintained – no complaints

left un-resolved within the agreed timeframes.

No major FM Provider induced issues with suppliers

and own staff that would potentially damage

DHCC’s reputation, or impact quality of servicedelivery

Monthly & quarterly reports to be submitted within

the 10th working day of the following month.

85% score on FM Provider’s Customer Satisfaction

Survey, done twice yearly.

SERVICE 1: ACCOUNT MANAGEMENT

FM Provider will provide facilities management services in accordance with DHCC policies, procedures and guidelines. The delivery of this service is

owned by the Account Director and Engineering / Facility Services Managers as appropriate.





SERVICE 1: ACCOUNT MANAGEMENT (Cont’d)

FM Provider will provide Facilities Management Services in accordance with DHCC policies, procedures and guidelines.

The delivery of this service is owned by the Account Director and Engineering / Facility Services Managers as appropriate


To provide this service, FM Provider management will:

Manage account staff to achieve customer satisfaction with

good teamwork.

Liaise on a needs basis with –

1. DHCC Project Development

Manager

2. DHCC Campus Supervisor

Provide input into the site committees and forums

Maintain and ensure all business processes are in place for

daily operations and for correct response by the Team in the

event of an incident or emergency

Support DHCC’s Green Building Policy

Be a member of the EHS committee of DHCC

Risk assessment for Essential Services Support

Event / activities within the campus.

To a performance level that ensures that:

Timely communication with customer base.

Attend committees/meetings as required Minimal

disruption to core business activities

Compliance to EHS / Technical Report on Incidents to be

created within scope purview

Technical Report on Incidents <24 Hrs.





SERVICE 2: MECHANICAL & ELECTRICAL SERVICES

FM provider will provide a Mechanical & Electrical Maintenance Service for DHCC.

The delivery of Mechanical & Electrical Maintenance Service is owned by the Engineering / Facility Services Managers.


To provide this service, FM Provider will:

Provide M & E maintenance services

Identify actions/requirements necessary to maximize asset

value and life of assets.

Provide an after-hours call-out facility to support critical

services to maintain DHCC & business partner operations.

Procure spare parts in emergency variable situations.

Ensure Maintenance work is subject to periodic

DHCC quality audit.

To a performance level that ensures:

Routine planned preventative maintenance (PPM) of

internal and external M & E equipment is carried out to

agreed schedules.

Reactive maintenance response- within working

hours would be as follows:

Emergency 15 minutesHigh Priority 1 hours

Standard 1 day

After working hours would be as follows:

Emergency 120 minutes

Completion of Reactive Maintenance

24 hrs. for Normally used spares

List of items to be stocked to be given by FM Provide

Controllable building heating/ventilation/cooling

systems operate consistently.

Maintenance staff training is complete and up to dateMonitoring and measuring equipment is calibrated

Legislative compliance of all equipment (e.g. fire alarm

system)

Comprehensive records of equipment are kept

An up to date record of PPM activity is kept

Measured by:

100% PPM schedule compliance

All assets maintained

No incidences of failure to maintain equipment in

accordance with manufacturer’s instructions

No non-conformance with all legislative requirements

including Dubai Municipality environmental & safety

technical guidelines

All building air conditioning & ventilation systems

working to specification

90% of calls meet reactive response times

Less than 5% of works undertaken are unsatisfactory

(as measured during DHCC audit)

Completion of reactive maintenance calls which

requires normally used spares should be 100%.





SERVICE 3: SPECIALIZED EQUIPMENT

FM Provider will manage specialized equipment on behalf of DHCC. The delivery of this service is owned by Engineering

Services Manager.


To provide this service, FM Provider will: Monitoring

& coordination with / of all specialized building

systems as listed in the Scope of Work

To a performance level which ensures:

Systems availability (uptime) of 90% (including

scheduled preventive maintenance interruptions

which should not exceed 5%) for regular buildings

System availability (uptime) of 95% (not

including scheduled preventive service

interruptions) for critical buildings.

A team of technicians is provided who will ensure

delivery, operate building systems and manage itsmaintenance and provide stand- by/call-out 24

hours, 365 days a year

Reactive call-out response and subsequent repair

Measured By:

Uptime target met

No more than 3 customer complaints concerningBuilding systems per month

95% of calls meet reactive response times

times are within the agreed parameters with the SSM vendors:





SERVICE 4: UTILITIES AND SEWAGE

FM Provider will manage and administer electricity, water and effluent services on behalf of DHCC.

The delivery of this service is owned by FM Provider Engineering / Facility Services Managers.



Provide utility management for DHCC

Operate and maintain Secondary Chilled Water

Lines.

Meet all legal requirements for general

maintenance and testing of these systems

Maintain records and drawings of utility plant &

building services

Operate emergency back-up generators in the case

of power failures (where generators are provided by

DHCC)

Coordinate with DEWA / Empower to develop aneffective response mechanism in the event of service

interruptions

Reduce energy consumption wherever possible

To a performance level which ensures:

Supply of utility services within technical

specifications

Efficiency of building systems is monitored via

BMS System (where available.)

A team of technicians is provided who will ensuredelivery, operate the utility service and manage its

maintenance and provide stand- by/call-out 24

hours a day, 365 days a year

Repair work, maintenance carried out on request

in accordance with agreed response timing.

- Emergency < 30 minutes

- Urgent requirements < 1 hour

- Standard service < 1 day

Measured By:

No more than 1 customer complaint concerningPlanned service interruptions per month

No interruption to utility supply caused by

FM Provider

85% of maintenance requests achieved withinresponse times





SERVICE 5: MINOR WORKS/ Building Fabric

FM Provider will provide a minor works service for DHCC. The delivery of minor works is owned by the minor works team



Carry out condition surveys on all properties and

establish schedule for routine maintenance and

repair responsibilities

Maintain a comprehensive asset register of all

fixtures, fittings and equipment held by location

Ensure maintenance and warranty details are

recorded against each asset

Provide fabric maintenance services Identify

actions/requirements necessary to maximize asset

value and life of assets

Ensure checks and inspections are completed and

defects rectified

Provide an after-hours call-out facility to support

critical services to maintain (DHCC) and business

partner operations.

Extra works out of scope to be quoted at FM

Provider ’s discretion and on approval work to beexecuted.

All Materials in excess of 1000 Dhs per job to be

charged to DHCC. Quotes to be provided in all

cases except OEM / specialized vendors.

Fee up to a maximum limit of 10% of procured

value


All assets maintained

A prompt response is provided to reactive

maintenance requirements as follows:

Emergency 30 minutes

Standard 1 working day

Minor works quotations are provided as follows: In-

house works 3 working days

Outsourced works 7 working days

Window glass is ordered and replaced within 6

weeks of insurance settlement. Related incident

reports & insurance quotes to be issued within 4

working days from date of incident.

Measured by:

No incidences of failure to maintain equipment in

accordance with manufacturer ’s instructions

No non-conformance with all legislative

requirements including Dubai Municipality

environmental & safety technical guidelines

80% of calls/routine inspection snags quotationTo be provided within reactive response times





SERVICE 6: CUSTOMER CARE CENTRE FM Provider will provide a customer care center to be the focal point for requests relating to

facilities services. The delivery of the customer care center service is owned by the Customer Care Centre Supervisor.


To provide this service, FM Provider will: Provide a managed customer care center service to co-ordinate

service requests, incident reporting, performance

reporting customer information and to log customer

complaints Ensure 24 hour effective coverage

Implement a quality control system for

monitoring customer care center services

To a performance level that ensures: TheOnsite customer care center is

operational:

Saturday to Thursday 07.00 – 19.00

After-hours service requests to the customer care

center are forwarded to Offsite / on-call service

technicians available 7 days a week through the

Call center at off site location. Call abandon rates

are kept at a minimum

All calls are answered in the least possible time

Detailed, reliable data input and meaningful reporting

output

Work requests are followed up with the customer

and customer satisfaction checked. Prioritization

of calls into A, B, C importance levels

Customer care center data is gathered and

analyzed on a monthly basis, and provided to

DHCC Campus Supervisor

Call monitoring of all customer care center agents is

conducted on a monthly basis Customer service

training to be given to the help desk staff as and when

required.

Monthly CCC report issued to (DHCC)

Measured by:

95% of calls answered within and dealt with

within 20 seconds

Call abandon rate does not exceed 10%

10% of work orders are followed up to ensure

customer satisfaction. If response negative, full

sample for that date to be followed up.





SERVICE 7: CLEANING

FM Provider will provide a Cleaning Service to include: building common area cleaning, window cleaning, toilet hygiene services and distribution of

consumables.

The delivery of this service is owned by the Facility Services Manager.



Provide continuous cleaning of all surroundings and

external areas including car parks, roads, walkways,

pavements, canopies & DHCC sign boards in all

accessible areas.

Clean and remove waste from all common areas,

equipment, internal/external windows and partitions,

walls, fixtures, fittings, furniture and signs in allaccessible corridors, rooms and areas

Clean ancillary areas of low use including fire escape

lobbies and stairwells on a regular basis

Respond to incident related cleaning requests

Provide specialist cleaning as required

Sweep site and litter pick daily

Provide all cleaning equipment which is of acceptable

standard and suitable for intended use

Take delivery of DHCC-supplied cleaning

consumables.

Ensure that the cleaning contractor adheres to federal and

local labor laws.

Frequency of Toilet cleaning at 20 Mins, subject to

availability of free access.


An acceptable standard of cleaning is provided.

The visual site image of the buildings and grounds is

maintained

All hard floors, soft floors, and skirting, furniture,

fixtures, fittings and pipe-work are free from dust,

debris, removable soil and stains

Refuse receptacles, internal glazing, window blinds are

free from dust, removable soil and stains

Initial cleaning is undertaken between

6 am – 8am Saturday - Thursday

Cleaning attendance is undertaken between

8am – 6pm Saturday - Thursday Select

tasks performed on Fridays Response

times for cleaning requests: Urgent

Requirements

< 30 Mins , with Onsite staff

< 4 Hrs. with additional deployment

Standard Service < 1 Working Day

Restocking of consumables on a daily basis

FM Provider does a spot quality check of the cleaning

service weekly, and report to DHCC within 24hrs.

Provide quotations for additional cleaning services

within 2 working days (3hrs for office cleaning.)

Measured by:

No more than 3 legitimate complaints per month per

entity

Agreed cleaning procedures and schedules are in place,

up to date and are available

No repeat calls recorded by the Customer Care

Centre on cleaning issues

Cleaning requests (as per contract) to be attended100%





SERVICE 8: WASTE MANAGEMENT

FM Provider to provide a Waste Management service for DHCC. Delivery

of this service is owned by the Facility Services Manager.

KEY ACTIVITIES PERFORMANCE LEVEL KEY PERFORMANCE INDICATOR


Provide a waste disposal service for discarded

material (including retail waste)

Manage the collection and removal from site of

all waste types that are FM Provider responsibility

Maintain a clean, hygienic and safe environment

Provide DHCC the opportunity to select ‘gr een’

environmental options


All waste containers are secured and kept tidy and all

relevant documentation is kept up to date Dubai

Municipality EPSS Technical Regulations are met

Waste recycling schemes fully supported

Measured by:

No more than 1 legitimate complaintreceived concerning waste management per

month

All records maintained and accurate, and to be provided as when required.





SERVICE 9: PEST CONTROL

FM Provider to manage the provision of a pest control service for DHCC.

The delivery of this service is owned by the Facility Service Manager.

KEY ACTIVITIES PERFORMANCE LEVEL KEY PERFORMANCE INDICATOR


Provide pest control services in common areas

And offices of DHCC as outlined in theAreas Schedule

To a service level that ensures that:

Regular site inspections are carried out with a full

written report, as per agreed schedule

Response time for infestation is 1 working day

Response time for emergency pest control 1 hr. A

schedule for inspections is developed,

implemented and accurate records maintained

Advice and guidance is provided to minimize

infestations

Measured by:

95% inspection schedule compliance

All reports of infestation are resolved to the

satisfaction of the customer





Service 10: Health Safety & Environment

FM Provider to support DHCC HSE activities.

The delivery of this service is owned by the Facility Service Manager.

KEY

ACTIVITIES PERFORMANCE LEVEL KEY PERFORMANCE INDICATOR

To provide this service, FM provider will:

1. Monitoring for Noise, Light and gas

levels in operational areas.

2. Proactive safety inspections and hazardmitigation.

3. Enhancement of HSE awareness &

development of safety culture amongst staff,

4. Emergency Response

-Awareness & preparedness of staff

-Handling of hazardous materials incidents

-Maintenance of First Aid Kits.

-Salvage

To a service level that ensures that:

1. Environment monitoring data (Noise,Light, Gas) for DHCC buildings as perschedule, minimum 1 building / month

2. Mitigation of hazards based on safetyinspections, reports, risk assessments,accident/incident investigations.

• Intolerable 30 minutes

• Acceptable 1 working day

3. Participating in HSE trainings as per

DHCC requirements & schedule.

4. Availability of proper hazardous controls(i.e. spill kits). Staff trained in handlinghazardous incidents. First Aid Kits to beinspected as per HSE schedule.Availability of appropriate salvagecontainment/absorbents controls.

Measured by:

1. Complying to DM MEL / OEL emission limits

2. 95% hazard mitigation compliance

3. Minimum 50% of FM provider staff to attend

DHCC organized trainings. 90% staff to have

undergone job specific trainings.

Certificates/attendance record to be provided.

4. Monthly inventory list 100% availability

of supplies





HSE Performance Measurement

Item Number Objective Indicator Requirement Rating Criteria Score

1

All activities to be

subject to hazard

identification and and

risk impact assessment

All risk assessments are

maintained and updated on an

annual basis.

Critical

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 1

5+Violations - 0

2

Provision of HSE Polices

and procedures.

Establishment of HSE

Management Plan and Maintain

relevant HSE records at site.Standard

Yes - 3

No - 0

3

Compliance of Legal

Requirements

Provision of Legal register with

applicable laws and regulation

including DHCC ACOP, Compliance

with all H&S laws, Regulations and

operational policies at all times.

Third Party inspection, testing and

certification are provided in themonthly report. Independent

consultant building fire safety

audit. Certification of lifting

equipment, MEWPs and other

working equipment.

Critical Yes - 4No - 0





4

Safe and competent

employees

Provision of HSE training Matrix

and Maintain the training records.

Third party training for first aider,

Fire warden, Scaffold erectors,

scaffold inspection, Riggers, Cradle

operators, and operatorcompetency training for crane,

MEWPs and Forklifts.

Standard

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 15+Violations - 0

Improve safety

awareness

Toolbox talks on targeted topics

monthly by all SupervisorsStandard

Yes - 3

No - 0

5

Energy management

plan

Provide monthly meter readings

and report on causes of

fluctuation

Critical

By 4th day - 4

By 5th day - 3

By 6th day - 2

By 7th day - 1 After 7th day

- 0

6 Provision of safe place of

work

All services are provided according

to HSE operational requirements

and relevant standards e.g. PPE,

sites preparation, access

equipment etc..

Critical

0 Breach - 4

1 Breach - 3

2-3 Breaches 2

4-5 Breaches - 1

5+ Breaches - 0

Compliance with Permit to Work

requirements.

Critical

0 Breach - 4

1-2 Breaches - 3

3-4 Breaches 2

5 Breaches - 1

5+ Breaches - 0





Written Work Procedures in place

for critical activities

Critical

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 1

5+Violations - 0

Compliance with DHCC internal

and External audits outcome.

StandardYes - 3

No - 0

Action on HSE observation during

inspection, Joint walk k and HSE

committeeStandard

Yes - 3

No -0

Adherence to MSDS requirementsStandard

Yes - 3

No - 0

7 HSE Monitoring Scheduled inspections by HSE

Officer / Inspector.Actions arising

complete by Line Management. Critical Yes - 4No - 0

Work place inspection target for

each frontline supervisor StandardYes - 3

No - 0

Timeliness of reporting of

Incidents, Incident investigation

complete on time

Corrective actions implemented

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 1

5+Violations - 0





Employees working safely

PPE compliance

Standard

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 1

5+Violations - 0

HSE AuditStandard

Yes - 3

No - 0

Monty HSE Report on TimeStandard

Yes - 3

No - 0

Test and calibration of CO2 sensor,

Pressure vessels, Medical Air

plants, measuring instrumentsCritical

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 15+Violations - 0

Fire suppressant monitoring

system (including fire

extinguishers) will be maintained

and tested as per local regulation.

Tested quarterly using a fire safety

checklist

Critical

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 1

5+Violations - 0

HSE review meetingStandard

Yes - 3

No - 08 Emergency

Preparedness

Provision for Business continuity

plan for Water Flooding, Legionella

water Contamination and Power

Failure. Response to the

emergency. Rectification works

as mentioned in the fire drill

report

Critical

0 violation - 4

1 Violations - 3

2-3 Violations2

4-5 Violation - 1

5+Violations - 0

TOTAL





BELOW ON AVERAGE

First month in this range - 5% lost* + official performance warning issued/

correction plan shall be provided, Second month in this range - 10% lost*,

Third month in this range - 15% Lost*, Fourth month onwards - 20% Lost*

option to terminate the contract

<70%

AVERAGE

First month in this range - official performance warning issued/ correctionplan shall be provided, Second month in this range - 1% lost*, Third month

in this range - 2.5% lost*, Fourth month onwards - 5% Lost* option to

terminate the contract

71- 79%

GOODFull fee obtained

80 - 94%

OUTSTANDINGPotential reward if overall FM contract performs (one team approach)

95 - 100%





Terms & Conditions

1. All delays resulting from non-receipt of client authorization/approval will not affect the SLA results, provided FM Provider has provided full information, and delays are escalated

to DHCC business units.

2. All service delivery problems as a result of lack of access will not affect the SLA results.

3. Influences beyond FM Provider ’s control such as DEWA interruptions, Dubai Municipality road closures, and inclement weather.4. Arbitration issues to be agreed between higher management.

5. SLA will be in force for an initial period of six months from date of signing and will be subject to review of service levels at time of expiry.

6. Any dispute between DHCC and FM Provider will be settled through arbitration. Executive Director of DHCC arbitrator and his/her decision will be final and binding both

parties.

This is to confirm that the content of this Service Level Agreement has been read and understood by both signing parties, and the levels of service agreed for the period of the

contract. Unless formally agreed by both signing parties, the specifications of this SLA shall not be altered.

For DHCC

Signature

Name:

Position:

Date:

For FM Provider

Signature

Name:

Position:

Date:

performance indicators-part-2-4

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