Fleet Management
| Action | Response Parameters | Goal |
A booking request for a fleet vehicle will be answered promptly |
Booking requests for fleet vehicle received by telephone during the period 8.30am – 4.30pm on working days will be responded to promptly Requests received by email to the generic email address will be responded to within 2 normal working hours |
95% 99% |
| Reported service faults will be actioned promptly | Visual checks relating to vehicle serviceability specified in the owner’s handbook will be made at the beginning of every working day All other service matters affecting serviceability reported by users through vehicle logs will be acted on before the vehicle is next made available for use if the matter relates to the roadworthiness of the vehicle |
95% 100% |
Mail and Courier Services
| Action | Response Parameters | Goal |
Mail received by Campus Services on behalf of other cost centres will be delivered on a regular basis |
Mail received by Campus Services on behalf of other cost centres, including receipted parcels, will be delivered on a twice-daily basis with no more than one working days time difference between the date despatched and the date received |
95%
|
| Correctly addressed mail will be delivered to the cost centre without the need for further processing | Correctly addressed mail will be delivered to the cost centre without the need for further processing |
95% |
Room Bookings
| Action | Response Parameters | Goal |
Campus Services will conduct the room booking allocation process in a timely manner |
Room allocation will have been completed by week 11 of the previous semester for the two semester system and by week 11 of semester 2 for the summer program |
100% |
| Ad hoc bookings requests will be responded to in a timely manner | All requests for ad hoc bookings made through the generic email address will be responded to within 24 hours of receipt by Campus Services |
90% |
| General teaching facilities controlled by Campus Services and required for timetabled lecture activities will be opened prior to the time required unless otherwise specified (scheduled examination sessions) | General teaching facilities controlled by Campus Services and required for timetabled lecture activities will be opened prior to the time required (by 8.00am on schedule lecture days) unless otherwise specified (scheduled examination sessions) |
98% |
| General teaching rooms required for central examinations will be available in accordance with the examination timetable | General teaching rooms required for central examinations will be available in accordance with the examination timetable |
100% |
Grounds Maintenance
| Action | Response Parameters | Goal |
External rubbish bins will be emptied in a timely manner |
Under normal operating conditions bins will be emptied before they get to overflowing. Bins that reach overflowing status and are reported to 83000 will be emptied within 30 minutes | 100% |
| Fallen tree branches or other impediments to pedestrian or vehicular traffic will be removed promptly | Fallen branches and other obstacles that occur during the period grounds staff are in attendance will be removed, or other appropriate action taken within 30 minutes of the matter being reported to 83000. Out-of-hours (as deemed necessary by Security) | 95% |
| Landscaped areas designated as high profile will be serviced on a daily basis and leaf litter and other debris will not be allowed to accumulate | Grounds staff will maintain areas in accordance with the horticultural standards developed for high profile areas. Leaf litter will be removed from high profile areas on a daily basis | 95% |
Cleaning Services
| Action | Response Parameters | Goal |
Cleaning services will be carried out on a frequency that reflects the nature of the use of the area and consistent with the prevailing specification available on the Campus Services Home Page |
Lecture theatres, general class rooms, computer laboratories, public clinics, conference rooms, foyers and reception areas will be cleaned by 8.00am on each scheduled working day Toilet facilities, washrooms and change rooms will be cleaned by 10.00am on each scheduled working day Internal passageways, lifts, fire escapes and internal stairwells will be cleaned each working day |
98% 98% 98% |
| Spillages and similar incidents will be attended to promptly | Spillages occurring prior to 5.00pm will be attended to within 1 hour of notification via 83000. Spillages occurring after 5.00pm will be attended to within 2 hours of notification via 83000 | 95% |
Parking
| Action | Response Parameters | Goal |
The allocation of parking quotas and the issue of parking permits will be advised and processed in a timely manner |
Parking quotas for the subsequent teaching year will be advised no later than 15 December Complete processing of semester parking applications within the time frame specified for the applicable semester and in accordance with quota allocations Respond to requests for visitor or temporary parking within the specified time frame |
100% 98% 95% |
| Parking regulations will be advised and enforced in a fair and equitable manner | Parking areas will be clearly defined through QUT and standard regulatory signage or markings. Changes to standard parking arrangements will be advised by distribution email and through the Campus Services home page | 100% |
Maintenance Completion Standards
| The following are the completion standards which Facilities Management clients could expect calls to our Help Desk for maintenance would meet. Completion times are measured from when a tradesperson responds to the maintenance fault (see above service levels for response) until the required repairs are completed. Completion time is the date and time the work was completed or re-prioritised. | ||
| Action | Response Parameters | Goal |
Completion of Corrective Maintenance Work Orders Priorities 1 and 2 |
Priorities 1 and 2 – Upon responding to initial call, completion within 5 working days given availability of parts, otherwise within 5 working days of availability of parts. |
85% |
| Completion of Corrective Maintenance Work Orders Priorities 3 and 4 | Priorities 3 and 4 – Upon responding to initial call, completion within ten working days given availability of parts, otherwise within ten working days of availability of parts. | 85% |
| Completion of Corrective Maintenance Work Orders Priority 5 | Priority 5 – Completion in accordance with the program set for this work after appraisal and planning. | 85% |
Maintenance Response Standards
| The following are the response standards which Facilities Management clients could expect from calls for maintenance to our Help Desk. This service is provided 24 hours a day, 365 days a year. Response times are measured from when a client reports the maintenance fault to the Facilities Management Helpdesk until when a trades person attends site to make initial repairs, isolate services and minimise hazard to personnel and property as required. | ||
| Action | Response Parameters | Goal |
Priority 1 – classification of areas for attention |
Priority 1 – Upon receipt of notification at Help Desk, either via Security or persons concerned directly, within 2 hours of notification. |
95% |
Priority 2 –- classification of areas for attention |
Priority 2 – Upon receipt of notification at Help Desk, either via Security or persons concerned directly, within the working day of notification. |
95% |
Priority 3 – classification of areas for attention |
Priority 3 –- Upon receipt of notification at Help Desk, either via Security or persons concerned directly, within 3 working days of notification. |
90% |
Priority 4 – classification of areas for attention |
Priority 4 – Upon receipt of notification at Help Desk, either via Security or persons concerned directly, within 2 weeks of notification |
90% |
Priority 5 – classification of areas for attention |
Priority 5 – Upon receipt of notification at Help Desk, either via Security or persons concerned directly, work to be programmed |
|
Security
| It is the policy of the University Security Section to carry out its business in such a way that our customers can be confident that they will always receive exactly what they request in an acceptable time, within the terms of the shared service we provide. | ||
| Action | Response Parameters | Goal |
| Emergency response | Upon receipt of notification - within 10 minutes | 90% |
| Non urgent response such as let ins for keys left at home | Upon receipt of notification - within 1 hour |
90% |
| 24 hours a day personal security escorts | Upon receipt of notification - within 1 hour |
90% |
| Building perimeter check | Once every 4 hours | 90% |
| Provide access to authorised persons | Upon receipt of notification - up to 1 hour | 90% |
| Electronic alarm response | Upon receipt of notification - within 20 minutes | 90% |
| Processing incoming telephone calls to the Central Monitoring Station | Each call should be addressed to the customer and client's satisfaction within 90 seconds | 90% |
| Unlocking classrooms | Classrooms and general teaching spaces are to be unlocked by the nominated time on the Daily Diary | 98% |
QUT Bookshop Customer Service
| Action | Response Parameters | Goal |
| Queue waiting times during peak semester are within acceptable limits | Average customer POS queue wait time to be less than 7 minutes | 90% |
| Provide services which meet customer and client requirements for Mail and Internet orders | Internet orders processed and despatched within 2 working days of order being received (allowing for weekend) | 90% |
| Textbook list | Textbook list available for access by students 4 weeks prior to commencement of each semester | 95% |
Major Building Program (AMP)
| Action | Response Parameters | Goal |
| Projects will be delivered within agreed limits of cost. | Projects will be delivered within plus or minus 10% of the Appendix B Major Project Proposal | 100% |
| Projects will be delivered within agreed timeframes. | Projects will be completed within the Client agreed project program, including minimal disruptions to Client and University operations. Goal score is achieved via the Post Project Review. | 3.7 |
| Projects will be delivered to client requirements. | The communication level and attention to Client needs is of a high standard. The completed facility will be fit for purpose and in strict accordance with the approved project Brief. Goal score is achieved via the Post Project Review. | 3.7 |
Faculty Funded Minor Works
| Action | Response Parameters | Goal |
| Work Requests will be actioned promptly. | Initial contact with the Client will be made within 7 working days of receipt of the work request from the FM Help Desk | 90% |
| Projects will be delivered on time and within budget. | Projects will be completed within Client agreed programs and limits of cost. Goal score is achieved via the Post Project Review. | 3.7 |
| Projects will be delivered to client requirements. | The communication level and attention to Client needs is of a high standard. The completed facility will be fit for purpose and in strict accordance with the approved project Brief. Goal score is achieved via the Post Project Review. | 3.7 |
Physical Assets
| Action | Response Parameters | Goal |
| Requests for Information relating to physical assets. This may involve a search for documentation related to infrastructure projects, producing reports from the related information system, or information relating to design standards, standard contracts, standard procedures and records control. It may also include printing, uploading files or changing file formats and providing drafting or data management services. | Simple (up to 30 minutes) - 1 working day Complex (up to 4 hours) - 3 working days Special (greater than 4 hours) - negotiated |
90% |