Workplace Services - service catalogue

Named Regional and Area Workplace Service Managers

Our role

The Named Regional Workplace Service Manager and Area Workplace Service Manager monitors and manages the performance of the supply chain partner measuring them against their contract agreed key performance indicators (KPI’s).

Escalations are made via the GPA Helpdesk.

Provide client confidence on compliance with health and safety, security, inclusion and diversity and accessibility standards.

Your role

Feedback must be provided by you at regular/ad-hoc meetings with workplace services colleagues.

Service level

All service is conducted in line with the contract’s KPIs and Service Level Agreements (SLA’s).

Management of contract delivery

Our role

This covers all aspects of facilities management (FM) contract management for our workplace contracts, contract management plans and performance management. This is scalable to the particular blend of FM service you receive.

Your role

No action from you is required.

Service level

We will implement performance management regimes.

FM strategy and procurement

Our role

This service includes the delivery and development of FM contract strategies and procurement.

We will provide reliable, accountable, and scalable workplace services that offer best value and respond to client needs, setting new standards for the delivery of Workplace Services. Through innovation, technology, and data-driven decision making, we aim to deliver efficient, future-ready services across our estate.

Your role

Input must be provided by you on specific service requirements to support business needs.

Service level

Value for money, reliable contracts will continue to be provided in time for contract renewal dates.

Reactive maintenance and repairs

Our role

We ensure responses to all reactive maintenance, repairs, faults, and issues identified by site stakeholders, people using the spaces, engineer checks or planned maintenance visits on all assets. This is a joint responsibility of all supply chain partners appointed under the contract. People may also generate reactive maintenance calls for faults or repairs found within the buildings.

Your role

Requests must be raised with the GPA Helpdesk. Escalation routes are automated via the Helpdesk allowing assignment to the appropriate supplier resources.

Service level

The level of response and standard of rectification will be in line with the contract KPIs and SLAs.

Statutory and Standard Planned Preventative Maintenance

This includes inspections, certification and remedial actions such as gas, electric and water, and statutory compliance such as legionella, fire and asbestos.

Our role

All statutory requirements are met through a Planned Preventative Maintenance (PPM) as per SFG20 Maintenance Schedules. Certification and remedial issues are recorded and reported through Workplace Services data systems, and are part of our FM suppliers reporting obligation, overseen by our Performance Partner (except PFI buildings).

• For FM services provided by us, the Assurance team of health, safety and fire specialists, supported by our Performance Partner, reviews compliance documentation and activities to meet legal requirements and provides you with quarterly reporting.
• You can access our quarterly statutory compliance report for any of our managed buildings you occupy, via CRM.
• For FM services managed by a third party (landlord, other government department, direct award), we offer an assurance service with quarterly reporting if you also invest in our Portfolio Services.

To include any future statutory or legislative changes.

Your role

Data must be provided by you on FTEs occupation and own assets to be shared with us.

Service level

We will ensure timely completion of statutory compliance works. The percentage of statutory compliance requests are closed within the SLA for each building. We conduct quality assurance checks on all FM services (whether they’re provided by us or other parties) and provide feedback to you on significant findings (if you are a Portfolio Services Client), during quarterly meetings.

For further information please refer to the GPA assurance strategy.

Accessibility

Our role

Ensuring the estate remains as accessible and inclusive as is practically possible.

Your role

No action is required from you.

Service level

Services are provided as agreed within the individual FM contract.

Sustainability and energy management

Our role

Building energy management services, including energy efficiency checks, data collection and identifying improvements, will be delivered by us. Implementing improvements are out of scope for this service, but we will support you to identify funding streams (e.g. LCR funding). Where this is not possible, we will discuss self-funding with you.

Your role

Regular client manager meetings must be attended by you. It is also necessary for you to update any inputs and outputs for the sustainability and energy strategy.

Service level

Sustainability and energy management is provided in line with the specific contract KPIs and SLAs in place, and reflected in the cost.

Net Zero

Our role

Investment in sustainability measures will be ensured by us, in properties where there is an anticipated long-term hold for the government.

Our Net Zero interventions comprise the delivery of energy efficiency measures, heat decarbonisation solutions and biodiversity enhancement, across our managed portfolio.

Your role

Access to the existing building data, support for the Programme Delivery Partner (PDP) and contractor must be provided by you.

Service level

PDP has KPIs which are reviewed on an annual basis.

Reception management

Our role

Reception management covers a wide number of services as part of the building operating procedures, and in line with any particular aspects of your needs, such as validating visitor ID security clearance, visitor checks etc. This is subject to whether services are provided by the landlord or another FM supplier. The scope is agreed at the start of the service provision, in line with the standard provision and hours of service. This service links with security processes, conference facilities and mailroom services, as well as customer experience input and concierge services.

Your role

You must adhere to the reception process, which is agreed with you or other occupiers, as part of the building operating procedures. These are also in line with any particular aspects of your needs, such as clearance level and visitor checks.

Service level

Our team will ensure reception standards met along with the agreed hours.

Cleaning

This includes standard office environments inclusive of meeting space, meeting rooms, window cleaning and external cleaning.

Our role

All general cleaning activities will take place to meet the building’s operational working hours. There will be occasions when cleaning within operational working hours is not suitable, so we have flexible alternative arrangements that we can agree on your behalf.

Our supplier’s team members wear corporate attire at all times and carry building/identification passes. The supplier will clean certain areas in the presence of us and/or you (to be agreed) or under approved escort. These areas and the times for cleaning will be agreed with you. The supplier shall provide us with expert and technical advice on the service to explore improvements, maximise efficiency and enhance performance across all cleaning services.

The supplier carries out cleaning services throughout the site in a safe and efficient manner as per the required standards. They will take responsibility for cleaning all internal cleanable areas, including fixtures, fittings, furniture and finishes, to minimise degradation and maintain the asset life cycle.

Internal and external window cleaning is part of the overall cleaning FM provision.

External cleaning excludes deep cleaning of building fabric.

Your role

Feedback must be provided by you at periodic building user group meetings and at regular client manager meetings.

Service level

The cleaning specification and standards for an office clean are set out in line with The British Institute of Cleaning Science (BICSc) standards and best practice.

Waste and recycling

Our role

We will oversee waste services for the sites that you occupy, carried out by suppliers, we will manage this process in accordance with the waste hierarchy.

Your role

Encourage staff to follow waste procedures and recycling.

Service level

Services are provided in line with the specific contract KPIs and SLAs in place and reflected in the cost.

Grounds maintenance

Our role

Where applicable, external areas will be managed by us and priced around the size and complexity of the area, including gritting requirements, upkeep of any grass areas, planted areas or tree maintenance. This may also include maintenance of a private/access road, which may link to security barriers. Car park management is a separate service.

Your role

Issues must be raised with the GPA helpdesk who will escalate to us as applicable. The status must be monitored to the resolution of the issue.

Service level

Services are provided as agreed within the individual FM contract and the service matrix.

Portering and support services

Our role

Porterage covers a number of tasks, including small office moves, transport of inter-departmental supplies (by agreement) and other FM-related services such as flag flying, locker keys and other small works that are flexible in nature. Additionally, porterage services may be used as a support resource for a larger project, subject to the correct training and certification.

Your role

Portering requests will be raised by you with the GPA Helpdesk.

Service level

The level of response and standard of rectification will be in line with the specific contract KPIs and SLAs in place and reflected in the cost.

Catering and vending (where appropriate)

Our role

The scope of catering and vending services will depend on client requirements following discussion with us to ensure best performance and commercial viability.
Hours of service will be specified, especially if there are evening events or hospitality services required. In addition there may need to be a licence to serve alcohol.

Your role

Bookings and issues must be raised by you with the GPA Helpdesk, who will escalate to us as required.

Service level

Catering facility will be provided to agreed opening times.

Procurement of office furniture

This includes procuring Display Screen Equipment (DSE), chairs and desks.

Our role

Items of office furniture or DSE kit (number, detailed specification, timeframe for delivery and cost agreed) may be purchased with agreement from you. This is relevant in the absence of a need for a formal procurement by us, or if a client does not wish to procure through their internal procurement system, and will be done in line with Government Procurement Regulations.

These can often be processed as pass-through costs, e.g. no contract fees (where we/FM suppliers are simply purchasing small numbers of furniture/DSE equipment). This should be agreed and approved by you prior to an order being placed, as there may be a need for additional FM services which would be chargeable.

Your role

Any requirements to the FM service supplier must be inputted by you, and approval to purchase given.

Service level

Orders for DSE /furniture will be placed within five working days of approval received.

Mail and package handling – including X-ray provision and compliant workplace for scanning and incident response

Our role

Standard mail processes are developed in line with your needs and building requirements, required security levels, mail and staff volumes and space requirements to ensure a compliant workspace.

Incident reporting is also a standard process, which will be managed and appropriate to the requirement/potential threat. Checks will be made to ensure the processes are fit for purpose. Mail equipment is managed by the FM supplier to minimise breakdowns or delays to mail processes.

The supplier will provide a successful operation of a streamlined mail room service which is integrated with all other relevant services in order to provide value for money.

Your role

Input into the mail handling process will be agreed with you as part of the building operating procedures, and is in line with any particular aspects of your needs. You will also raise issues through the GPA Helpdesk and escalate as applicable to us.

Service level

Deliveries will be posted to agreed locations daily. The level of response and standard of rectification will be in line with the specific contract KPIs and SLAs in place and reflected in the cost.

Mail distribution

Our role

This includes the sorting and distribution of the various mail streams of incoming mail. The scheduled movement of mail and packages around the building will take place during core working hours.

Your role

Issues must be raised by you through the GPA helpdesk, and will be escalated to us as applicable.

Service level

The level of response and standard of rectification will be in line with the specific contract KPIs and SLAs in place and reflected in the cost.

Fire Risk Assessments (FRA) – Aligned to GPA Fire Policy

Our role

This service will be provided by our Performance Partner to deliver a suitable and sufficient FRA. The FRA will ensure compliance as the Responsible Person under the Fire Safety Order.

For Hubs and Multi-Occupier buildings, a single FRA will be provided and will incorporate all legal compliances for all.

Your role

No action is required from you.

Service level

An annual FRA completed for high rise buildings (six floors and above) and those with sleeping accommodation, all others will receive an FRA every three years and reviewed annually.

Fire safety related training

Our role

Where agreed as an additional service, we can procure Fire Safety related training at a rechargeable cost to you. The initial cost of the Fire Safety related training system will include a scope of training requirements and sourcing an appropriate and where necessary, an accredited supplier.

Where an evacuation system is provided in the building, Clients will receive access to an online training portal, at a rechargeble cost.

Your role

It is the legal responsibility of the client to provide Fire Wardens and PEEP’s (Personal Emergency Evacuation Plan) and associated training. This is not a service or responsibility of ours.

Service level

Services are provided as agreed within the individual FM contract and the service matrix.

Where necessary, Fire Safety-related training design will be quality assured by us.

Evacuation Management Systems

Our role

Where agreed by a risk based approach across our estate, we will provide an evacuation management system. The initial cost of the system will include design, install and one year of online training (after which there is an annual licence fee payable by you).

Your role

Ensure staff complete the annual training and complete the annual refreshers.

Service level

Services are provided as agreed within the individual FM contract and the service matrix. Where necessary, system design will be quality assured by us.

Building Fire Safety Management Plans (FSMP)

Where applicable – only in GPA managed properties.

Our role

We develop your Fire Safety Management Plan (FSMP). This will ensure compliance by all parties under the Fire Safety Order, ensuring that all roles and responsibilities are detailed for all aspects of fire safety compliance. The FSMP will also include an evacuation plan.

Your role

You provide:

• Previous FRAs
• Fire strategy (if available)
• Fire Safety Management Plans (if available)
• PPMs
• Compartmentation surveys
• Evacuation procedures

Service level

Services are provided as agreed within the individual FM contract and the service matrix. An up-to-date suitable and sufficient FSMP will also be provided, including an evacuation plan.

Building Fire Strategy Plan – risk based strategies and reviews

Our role

Where we are the landlord and provide the FM services, we provide a suitable and sufficient fire strategy. This may include ensuring any existing strategies are reflective of the current building or where one does not exist, then a retrospective strategy will be completed. Where we’re not the landlord:

• PFI buildings – PFI supplier is responsible.
• Managed by another government department – host department is responsible.
• Freehold – occupiers can request and there may be a recharge associated, depending on agreement. We, as the lead landlord, may need to provide this, but it is determined by the agreement.

Your role

You provide:

• Previous fire strategies
• FRA
• Compartmentation plans
• PPMs
• Cause and effect of the fire alarm

Service level

We will ensure an up-to-date suitable and sufficient fire strategy is in place.

Building Emergency Evacuation Plan (including PEEPs integration)

Our role

We provide a suitable evacuation plan, which reflects the fire strategy (if there is one available) and the risks identified in the Fire Risk Assessment. Working with any FM supplier, we will provide advice and guidance on PEEPs and aim to include any specific requirements in the building evacuation plan, upon request.

Your role

You provide the following during the asset transfer:

• Previous Fire Risk Assessment
• Fire strategy (if available)
• Fire Safety Management Plans (if available)
• PPMs
• Compartmentation surveys
• Manage and control the PEEPs of your staff.
• Ensure your staff are aware of the building emergency evacuation plan and fully contribute to any fire drills.

Service level

Building Emergency Evacuation drills to be conducted at least annually.

Support for occupiers production of PEEPs (if applicable)

Our role

Working with any FM supplier, we will support and make introductions to appropriate consultants, provide advice and give guidance. They will not conduct PEEPs on your behalf.

Your role

You provide the PEEP requirements. You are responsible for producing the PEEP.

Service level

We will identify appropriate consultants. (if applicable).

Statutory compliance audit

This is a risk-based audit strategy for our estate

Our role

As detailed in the Workplace Services Assurance Strategy and Client Compliance Process

Your role

You will be required to provide us with FTEs per occupation.

Service level

Checks on statutory, mandatory and routine PPM’s are completed by our RSCP (Regional Supply Chain Partners) in line with the Client compliance data process.

Building induction (GPA fully managed buildings)

Our role

We will provide the following information for you to carry out inductions with your staff and contractors:

• Getting to and access within the building.
• Building evacuation procedures.
• Facilities services information.
• Health & Safety guidance on first aid, fire wardens, tests and drills.

Your role

Names of new starters/contractors must be provided by you to the building FM team.

Service level

Building User Guide/Customer Service portal will be provided to the site lead to disseminate as required to their team.

Operational Security (management and coordination)

Our role

We will undertake a regular security vulnerability assessment on the property. Any vulnerabilities will be identified, and recommendations made for remediation, which will be prioritised based on the level of threat and risk. We will provide a proposal and recommendation for any remediation. The cost of implementing any remediation will be passed onto you / occupiers of the property. However, if you choose not to take our recommendations you will continue to be the risk holder.

Your role

To review and feedback on the report and to fund the cost of any agreed remediation, if we are not able to secure alternative funding (e.g. LCR) elsewhere. You remain the Security Responsible Officer for your space within the property. We will work closely with you to proportionately mitigate risks and meet government physical security standards. Where vulnerabilities cannot be mitigated, we will work with you to explore options: such as accept risk, remediate etc. You will make the decision on which is the most appropriate option.

Service level

A security vulnerability assessment will be undertaken regularly.

Physical guarding

Our role

Security officers at agreed points and times within the property will be provided by us as per security assessment requirements.

Your role

Department security level requirements must be shared by you.

Service level

Security officers will be put in place as per contract.

Security pass production

Our role

Until replaced by GovPass, we will manage the security pass production team for Civil Service security passes. A contractor will check the data and vetting levels, and produce the required security passes. We will also carry out assurance against the processes and procedures used by the security pass production team contractor.

Your role

Security vetting for individuals requiring a pass must be produced by you, and you must pass this data onto us.

Service level

Security passes will be produced within five days of receiving the required data from you.

Incident control management

Our role

Incident management plans will be produced by us in relevant scenarios under our FM contract. We will carry out investigations into any security breaches, or potential breaches, and produce a report identifying vulnerabilities and causes.

Your role

Investigations must be supported by you, and you will review the report produced.

Service level

As and when an incident happens, we will respond and produce a report as per our incident response procedure.

Access control systems

Our role

An assessment on access control systems will be carried out by us to ensure that they are fit for purpose and meet UK Government minimum security standards. If the system does not meet the standards, we will either carry out enhancements to the current system, or replace it with a CAPSS (Cyber Assurance of Physical Security Systems ) assured system that meets NPSA (National Protective Security Authority) standards, and is GDPR (General Data Protection Regulation) compliant.

Your role

Input into operational requirements and security designs must be provided by you. If system enhancements or a replacement system is required, you will cover the necessary costs if we are unable to secure funding from elsewhere (e.g. LCR). The assessment will take place regularly, as part of the regular security assessment.

Service level

Access control systems will meet UK Government minimum security standards.

CCTV and alarm monitoring

Our role

As part of the regular security assessment, we will test the CCTV (closed circuit television) and Intrusion Detection System (IDS) to confirm it is fit for purpose and meets NPSA and industry standards. If so, we will maintain the system. If they do not meet the standards, we will oversee the required enhancements or replacement of the system(s) which will be carried out by the security supplier for the site.

Your role

Input into operational requirements and security designs will be provided by you. If system enhancements or a replacement system is required, you will fund any enhancements or replacement system(s) if we are unable to secure funding from elsewhere (e.g. LCR).

Service level

The assessment will take place regularly, as part of the regular security assessment.

Departmental security health checks (Government security standards)

Our role

We will share with you the elements of the return that our Workplace Services team is responsible for which will aid you with your returns.

Your role

As a client you are responsible to complete your own return.

Service level

Departmental security health check (DSHC) reports will be completed annually.

Workplace Service compliance data

Our role

As detailed in the Workplace Services Assurance Strategy and Client Compliance Process.

Your role

Provide feedback on reports received and disseminate relevant information to your teams.

Service level

You’ll receive the reports as outlined in the Client Compliance Process.

Health and safety data and investigations

Our role

Where applicable, at a building level, data is reported via Building User Groups led by us. If Portfolio Services are taken, health and safety (H&S) data and investigations are reported quarterly by the Client Manager.

We will investigate any H&S building related incidents. We will support investigations that are H&S people related.

Your role

Report accidents and incidents relating to your members of staff. You will support any H&S building related incidents. You will investigate incidents that are H&S people related.

Service level

Quarterly report containing details of any incidents (Portfolio clients only).

Building performance data

This includes utilisation, energy management, waste management etc. (where data is available).

Our role

Data is provided in a quarterly report covering environmental performance information for the building. This includes utilities and waste.

The report covers data provision for sites where we provide Workplace Services. Where relevant data is provided to us for sites where Workplace Services are not provided, we can pass these details on as part of the reporting service.

Your role

No action from you is required.

Service level

The data will be provided to you to support in any reporting requirements you have.

Process invoices

This includes checking and paying all workplace services-related invoices.

Our role

• Freeholds: All workplace-related service lines are agreed on the Service Matrix for the individual property.
• PFIs:
  • FM service charge – the element of Unitary Charge, which is apportioned to FM and is subject to RPI increase.
  • Other FM Suppliers – where additionally used to the PFI supplier.
• Leaseholds (where we are the lead landlord): All workplace-related service lines are agreed on the Service Matrix for the individual property.
• Properties operated by a host department: All workplace-related service lines are agreed on the Service Matrix within the MOTO for the individual property.

Your role

A signed occupancy agreement must be agreed by you. You must agree a forecast covering Hard and Soft FM fixed and variable elements, workplace security fixed and variable elements, and property technology.

Service level

Invoices must be paid within 30 calendar days of receipt.

Budgeting

Our role

We will provide the annual budget for Hard and Soft FM fixed and possible variable elements, workplace security fixed and variable elements, and property technology.

Your role

An agreement of a service plan with clear pricing will be produced by you i.e. what standard services and additional/optional services will be provided by us and how these will be charged for and when.

Service level

• December – inputs for Main Estimates for following financial year (baseline changes from SR bids) will be produced by us as well as detailed property budgets for quarterly on account charging.
• August – inputs for Supplementary Estimates for current financial year and last chance to bid for additional funding.
• January to March – inputs for year-end accruals that align as closely as possible to expected outstanding charges / credits.

Quarterly invoicing

Our role

We will provide a single quarterly invoice itemised by building. We operate two charging methodologies for Workplace Services:

1. Quarterly charges based on annual workplace budgets and agreed apportionment methodology with ‘true-up’ reconciliation following year-end.
2. Additional ad hoc charges invoiced monthly in arrears.

The charging methodology is determined by the expenditure classification. For building-related services they are operated at the property level. We will pass through the costs of service contracts based on the area of space occupied.

For variable costs such as client requested projects:

• Together, we will agree to a cost estimate in advance.
• We will undertake the work and invoice monthly in arrears.

For variable costs which are full building recharges:

• We will invoice via our regular billing from our property management system.

Your role

Forecast covering Hard and Soft FM fixed and variable elements, workplace security fixed and variable elements and property technology must be agreed by you. You must ensure payment of invoices within 30 days.

Service level

The supplier will ensure that all quarterly charges are issued no later than 30 days prior to the quarter day. Variable invoices will be issued retrospectively monthly.