Service Delivery

• Quality Assurance
• Continuous Improvement
• Sub Contractor Incentives
• Staff Motivation
• Client/Site Interfacing
• Achieving Service Level Agreements

Method Statement
Our overall aim is to provide a high quality and flexible service in accordance with the standards set by our client. The objective of this partnership is to achieve best practice in all aspects of the contract.

Edmund Services would effect site management through the appointment of a dedicated Supervisor, with the responsibility for the delivery of the service. He will be the interface between the Client and Edmund Services, providing regular information on contract performance through our reporting formats. He will report to our Contract Manager.

Customer services management, cost controls and innovative recommendations to improve the contract and the deliverables will be key areas of focus for the Contract Manager. Through our experience of similar contracts we have seen that direct interface with the client is essential to the smooth running of any contract. The Contract Manager and Supervisor would be supported by office based Administrators, who would be responsible for all PPM system updates, purchasing, local accounts etc.

Appraisal systems will be implemented across the operations measuring areas of performance covering our own staff and any specialist service provider. These appraisals will allow us to look at the trend of the delivered services and provide indication of specific training requirements to support the contract.

Strong performance by Edmund Services will be fundamentally dependent on our ability to manage risk and ensure uptime for the building's critical facilities.
Regular auditing will be undertaken at all levels to ascertain the performance of both in house and Specialist Service Providers. We will be looking to ensure that we are maintaining and continually improving the level of service.

Regular meetings will also take place with the on site Technician, Specialist Service Providers and suppliers ensuring that all parties are contributing through knowledge to the continual improvement process.