What was Scottish Government looking for?
The devolved Government for Scotland is responsible for most of the issues of day-to-day concern to the people of Scotland, including health, education, justice, rural affairs, and transport. With an annual budget of more than £30 billion in 2007-2008 it operates from 69 offices stretching from its Edinburgh base to the Highlands and Islands plus 16 Fisheries Research Services facilities around the coast.
Scottish Government needed support services available 24 hours per day through a flexible service provider capable of ensuring fast and efficient reactive response within specified time limits. In addition they required a planned maintenance function designed to minimise breakdown, extend asset life and deliver value for money.
How did we help?
MITIE delivers its services across a combination of manned static sites and via mobile delivery on the more widely distributed buildings in the portfolio. Scottish Government was a first generation outsourcing contract and so many of the systems, processes and procedures were established from scratch. To provide an automated, process driven approach to delivering the core activities a CAFM software solution was introduced to monitor, drive and measure the planned and reactive maintenance.
Business churn is a major feature of business in the Scottish Government estate and a dedicated projects team has delivered some fast streaming essential projects work during a 12 month period. Working with the client, MITIE is also helping drive major initiatives on Health & Safety and sustainability.
The results…
All activities are managed within the ISO 9001 quality management system and a focused customer care programme has ensured consistently high scores on customer satisfaction surveys. MITIE now consistently hits 98% successful completion of PPM calls and 95% on reactive calls and going forward there are plans to further automate service delivery utilising hand-held technology.
Client quote
“Our business improvement team implemented a first-generation, bundled service, outsourcing strategy choosing MITIE (then Dalkia) to deliver the hard service element. By developing the CAFM tool to its maximum capability, MITIE has been able to deliver high levels of task completion for both planned and reactive tasks, consistently incorporating a first-time fix.”
Bob Collin
Contracts Manager
Scottish Government