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Defence Estate Quality Management System (DEQMS) Davis Langdon Certification Services

 

 

Estate Upkeep - Product Delivery

EU05 - Responsive Maintenance

The EMOS Contractor undertakes Responsive Maintenance as described in the Service Definition Table within the prescribed tolerances. 

If circumstances are such that the work cannot be carried out within the prescribed tolerances the EMOS Contractor submits an Alternative Proposal – Extension of Time

The scope of Responsive Maintenance is:

Unplanned, reactive or corrective maintenance required to rectify defects or repair damage to any Estate Elements described in the SDT where the cost is estimated by the Contractor to be less than $10,000 excluding GST.

Predictive and preventative maintenance is pro-active and opportunity based maintenance that applies to any part of the Estate (other than Estate Elements covered by Performance Based Maintenance and Scheduled Maintenance) where the cost is estimated by the Contractor to be less than $10,000 excluding GST. (e.g. replacing all tap washers in a bathroom on a cyclic basis, adjusting doors when scraping on floor coverings prior to damage)

Responsive Maintenance Process

Activity 1 - Responsive Maintenance Request

Responsibility: EMOS Contractor, BSSC

Responsive Maintenance is identified by an individual (this could be ESD staff, ESD contractor or a Defence Partner). A Work Order is raised by contacting the Business Support Service Centre (BSSC) on 1300 658 975 or alternatively using AE547

The Base Services Support Centre (BSSC) receives the call and provides the data for upload to GEMS using Create Notification.

BSSC raises the Work Order and provides the data for upload to GEMS.

Activity 2 - Preliminary Assessment

Responsibility: EMOS Contractor

EMOS Contractor assesses the nature and scope of the requested works.

If the Work Order is a repair to an Estate Item covered under Performance Based Maintenance or Scheduled Maintenance, it is carried out under the Defect Correction process

If the Work Order is for new works it is considered under the Minor Workplace Adjustment process.

The EMOS Contractor carries out a preliminary assessment on the estimated cost to rectify the reported estate issue.  For the purposes of determining whether or not an item of work is less than $10,000 in cost;

  1. an item of work is to be a discrete item of work for an Estate Element of the same trade type and not to be a bundle of two or more items of different trade types; and
  2. cost is to be the direct and actual cost to the Contractor, excluding GST, including on-site and off-site overheads and profit.

Activity 3 – Complete Responsive Maintenance Work Order

Responsibility: EMOS Contractor

If the cost to repair is estimated at <$10,000 and does not require an Alternative Proposal, the EMOS Contractor completes the Work Order within the contracted timeframe. 

Once the Work Order has been completed the EMOS Contractor updates GEMS.

Activity 4 – Alternate Proposal

Responsibility: EMOS Contractor

Circumstances for Alternative Proposals

If the estimated cost to repair is <$10,000 and, in accordance with the EU contract an Alternate Proposal is applicable, the EMOS Contractor submits an Alternate Proposal for upload to GEMS and sends to Estate Upkeep Product and Service Manager at DEPU-CLAIMS

For requests for extension of time beyond the required Response Times, use the Extension of Time process

For Work Orders when an Alternative Proposal is applicable due to the "unable to correct" or "greater value for money" circumstances the EMOS Contractor is to submit a Alternative Proposal Template as appropriate, to the DEPU PD. The DEPU PD conducts assessment of Alternative Proposal that may include specific advise from Regional EFS team.

If the Alternative Proposal is rejected, the EMOS Contractor is to complete the Work Order as requested;

If the Alternative Proposal is accepted, the DEPU PD will advise whether to progress with the Alternative Proposal or finalise the Work Order by transferring it to Estate Appraisal.

Transferring Work Orders to Estate Appraisal

Activity 5 – Cost Estimate >$10,000

Responsibility: EMOS Contractor, DEWPO

If the estimated cost to repair is >$10,000, the EMOS Contractor is to make safe where the make safe cost is <$10,000.  Where >$10,000 go to Activity 6.

The EMOS Contractor submits an Alternative Proposal and sends to Estate Upkeep Product and Service Manager at DEPU-CLAIMS

Further resolution of Work Orders where estimated cost to repair is >$10,000 are managed through the Alternative Proposal > $10,000 process

Activity 6 – Make Safe

Responsibility: EMOS Contractor, Regional EFS

If make safe cost is estimated to be >$10,000 the EMOS contractor is to prepare a make safe assessment and sends to EU PD.

Activity 7 – Payment Claim

Responsibility: EMOS Contractor

Once a Work Order has been completed either as <$10,000 activity or an approved Alternative Proposal, the EMOS Contractor updates GEMS

Payment is managed through the Payable Claim process.

Region Support to Responsive Maintenance

Operational Support

  • For Responsive Maintenance >$10K, confirm immediate action to make safe is effective.
  • Assess and advise on contractor Alternative Proposals as required

Time Extensions

  • Assessment and approval of requests for extensions of time.
  • Escalation to PD of requests for extensions of time

Minor Workplace Adjustments

Reimbursement Claims

  • Assessment of contractor quotation and recommendations for processing of reimbursement claims.
  • Assess and advise on contractor Alternative Proposals as required.

Responsive Maintenance Performance

  • Review report on Performance of Responsive Maintenance
  • Assess of levels of satisfaction and verify that reported maintenance has actually been undertaken.
  • Select Responsive Maintenance activities during reporting period and check reported performance matches actual performance.
  • Review volume of responsive maintenance performed and log any emerging maintenance trends or issues for action
  • Prepare report on observations, concerns and implications for EU

Bundling and accurate record keeping

  • Check effective packaging and bundling of works
  • Check accurate reporting of actions including actions completed, timeliness of response and correct process
  • Prepare review report on observations, concerns and implications for EU

Customer Satisfaction and Accurate Attribution of Costs

  • Review contractors audit report for accuracy, completeness, fairness and implications for EU
  • Where audit recommendations require regional action, develop action plan and implement.