Performance Management of Government Cleaning Contracts

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Performance Management of Government Cleaning Contracts

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conditions-680x400Performance Management of Government cleaning contracts is essential for Government Departments who have a legal obligation to obtain best value for money from their contracts.  This is especially true with soft service contracts and in particular, Government facility cleaning contracts. Cleaning is a key factor in building maintenance as cleaning, or the lack thereof, can have a massive impact on asset life cycle, the Health and safety of building occupants and users and the productivity of building workers.

The standard of cleaning in Government buildings is critical to protect public assets and  public health. The implementation of Contract Performance Management for Government Cleaning contracts will bring about measurable outcomes and high standards  of service delivery.

Guides to Contract Performance Management

The Queensland government Department of Housing & Public Works Procurement Transformation Division has published an excellent guide on managing & monitoring supplier performance.  The document is intended to serve as a guide to Queensland government procurement officers.  However, it is a handy guide to had to any government or business seeking to procure goods or services.  It addresses the need for contract-specific auditing to identify risks associated with supplier engagement and to take action to mitigate those risks.

The guide also recommends regular contract specific audits to monitor performance and identify and manage risks. FM Contract Solutions specialises in development of sustainable soft Service Contracts for cleaning, waste and grounds maintenance services.  FM Contract Solutions also supplies Audit Services including Cleaning Audits, Grounds Maintenance Audits and contract compliance audits.

The Queensland Government guide also recommends that contractors provide ‘written reports on performance as one of the contract deliverables, for example, consultancies‘ as an additional mechanism for monitoring and managing the supplier’s performance.  FM Contract Solutions recommend the implementation of CiMAS Contract Performance Management Software for monitoring and report generation.  CiMAS offers a configurable reporting dashboard that enables viewing of contract performance in real time combined with powerful Data filters which enable users to drill down on data and deliver meaningful comprehensive performance reports quickly and easily.

The Australian National Audit Office (ANAO) also publish a handy guide to developing contracts and contract performance management.

All Government Departments and Organisations have a legal obligation to obtain value for money from their contracts.  Contact FM Contract Solutions now for more information on how we can assist in developing and implementing Contract Performance Management strategies to make cleaning and other soft service contract activities transparent and accountable.

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Customer Service in the Cleaning Industry

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restroom audit cropFM Contract Solutions help Facility Managers develop sustainable service contracts that enable positive outcomes and long term contractual arrangements and high standards of customer service from cleaning service providers. The reader may notice that we prefer to refer to cleaning contractors as ‘Cleaning Service Providers’. As Contract Performance Management specialists, we believe that a proactive approach to customer service provides a massive advantage for contractors.

Good Customer Service provides a critical Point of Difference in winning and maintaining contracts for Cleaning Service Providers. A online article by Ron Kaufman highlights the importance of leadership in developing a customer service focus and emphasises that ‘A strong service culture leads to sustained improvements to customer experience, and a sustainable competitive advantage for organisations.’

Unfortunately, many cleaning service providers have a slap dash approach to customer service and regard customer complaints as an annoyance, rather than as an opportunity to improve their business and add value to the relationships with their customers.   Furthermore,  there seems to be a reluctance from some cleaning contractor management teams to understand customer service and place more emphasis on this critical part of doing business.

Over the last 30 years, the team at FM Contract Solutions have seen many contractors lose tenders and customers through poor customer service. The CEO of FM Contract Solutions, Brian Clark, has published an article on Customer Service in the Cleaning Industry which cleaning service  providers should read.

To read the article click here


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Help for Small Cleaning Contractors

FM Contract Solutions provide expert assistance for small cleaning contractors.

We help start up cleaning contractors succeed and assist smaller Cleaning Service Providers in taking their business to the next level.

Professional consultancy on Business planning, Marketing, Presentation, Costing and quoting, Tender Submissions, Contract Management & Reporting Software, web presence and web blogs are just part of the skills and expertise that we can bring to your business.

Call us now for a now for a no-obligation chat 1300 886 920.


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10 Tips for writing Tender Submissions

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10 Tips for writing Tender Submissions

FM Contract Solutions offers specialist consultancy services in the development, engineering, evaluation and performance management of soft service contracts in the facility management and healthcare sectors. One of our areas of expertise is the preparation and evaluation of cleaning tenders.

Writing stand out tender submissions is a key requirement for success as a service business.

Statistics suggest that approximately 60% of submissions for service tenders are incomplete or marked as non-compliant because the respondents had not fully complied with the customer’s requirements. This is an astounding statistic when you consider how much time and money is involved in costing and preparing tenders. Many contractors for cleaning tenders are left wondering why they consistently don’t make the short list or win tenders for which they have the capacity and capability to win, yet will make same mistakes time and time again.

This article on Linkedin spells out 10 basic tips to make your tender stand out from the rest.

To read the article click here


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What is Contract Performance Management?

Contract Performance Management is good news for property owners and managers and for the cleaning industry. When properly instigated, it provides sustainable contracts with measurable deliverables and  a level playing field for service providers as it spells out and measures the expectations and required delivery standards over the life of a cleaning contract.

There’s an old saying that you can’t manage what you can’t measure, but how do you measure an intangible service, such as cleaning? Risk mitigation has fuelled a need for accountability and transparency of building service contracts and facility managers are now demanding to know what actually goes on in cleaning operations.

Performance management incorporates the introduction of exacting specifications for cleaning coupled with key performance measures (KPMs) for tasks, equipment, environmental performance, safety and training which, in turn, are audited to provide measurement through key performance indicators (KPIs). This ensures that there is a framework in place that accurately describes the work to be performed and how outcomes will be measured and quantified.

The team at FM Contract Solutions has developed and introduced comprehensive contract performance management systems and Performance management and Cleaning auditing Software that allow Facility Managers to monitor all aspects of Contract Service Delivery and ensure that contractors adequately address OH&S, risk management, environmental impact and sustainable work practices in line with sustainable purchasing guidelines. While some contractors may resist it, a more prescriptive approach will provide measurable outcomes and provide sustainable contracts that could mean the end of the industry price spiral.

To read the full article on Linkedin  Click here…

 

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