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A U S T R A L I A N E M B A S S Y

B A G H D A D

Request for Proposal For the provision of FACILITIES MANAGEMENT AT THE AUSTRALIAN EMBASSY COMPOUND, INTERNATIONAL ZONE, BAGHDAD, IRAQ Dated 06 September 2010

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Part A – Introduction

1 Introduction 1.1 Summary

By this Request for Proposal (RFP) the Australian Embassy, Baghdad, (the ‘AEB’), seeks to procure a Service Provider for The Provision of Facilities Management at the Australian Embassy Compound, International Zone, Baghdad, Iraq as outlined in Part C (Statement of Requirement).

1.2 Timetable

An indicative timetable for the conduct of this RFP is described below.

This timetable may be amended by the AEB from time to time. Any amendments will be notified to all bidders.

Event/activity Proposed date

Issue of RFP 06 September 2010

Closing date 16 September 2010

Selection of preferred supplier 26 September 2010

Post proposal and contract negotiations 1 October – 1 November 2010

Execution of contract and commencement of services 01 December 2010

1.3 Confidential information

The detail contained in this RFP is confidential.

1.4 Further information and enquiries Any questions arising during this RFP process, or requests for clarification or further information, must be made in writing to the AEB contact officer (“Contact Officer”):

Jo Stevens Counsellor & Consul-General

Australian Embassy, Baghdad, Iraq Fax: + 964 7901912359 Email: jo.stevens@dfat.gov.au

1.5 Notice of changes to this RFP The AEB may amend this RFP from time to time provided that it notifies known bidders of all amendments.

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Part B – Conditions of Proposal

2 Lodgement of Proposals 2.1 Lodgement address

Proposals must be:

(a) Hand delivered, or emailed to

Jo Stevens Counsellor & Consul-General

Australian Embassy International Zone Baghdad, Iraq jo.stevens@dfat.gov.au

2.2 Closing time The deadline for lodgement of proposals is 5 PM on 16 September 2010 Baghdad, Iraq Local Time (Closing Time).

2.3 Late bids

The AEB will not consider a proposal received after the Closing Time.

2.4 Corrections and additions If a bidder becomes aware of an error or omission in its proposal and wishes to lodge a correction or additional information, the material must be lodged with the AEB before the Closing Time.

The AEB is not obliged to consider a correction or additional information received after the Closing Time.

2.5 Proposal validity period A proposal must remain open for acceptance for at least 6 months from the Closing Time.

The AEB may request an extension of the proposal validity period referred to above.

2.6 Ownership of proposals All proposals become the property of the AEB once lodged. The AEB may copy, amend, extract or otherwise deal with all or any part of a proposal for the purpose of assessing the RFP process.

Unless the AEB agrees otherwise with a bidder, the AEB reserves the right to disclose the contents of all proposals for the purpose of:

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(a) conducting the RFP process; or

(b) as otherwise required to any Australian Commonwealth department, agency, authority, Minister, the Parliament or any Parliamentary officer or committee, for the proper performance of their statutory or governmental responsibilities.

In addition, the AEB may disclose proposal documents or any part of the proposal documents to a third party for the purposes of assisting the AEB in the conduct of the RFP process, including proposal evaluation, negotiation and preparation of any resultant Contract. The AEB may, at its discretion, obtain appropriate confidentiality undertakings from the third party prior to disclosure.

Nothing in this clause 2.7 changes or affects the ownership of intellectual property in the information contained in the tender documents.

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Part C – Statement of Requirement

3 Introduction 3.1 The AEB is seeking proposals from suitably qualified and professional

organisations to provide comprehensive Facility Management Services for the Australian Embassy Compound, International Zone, Baghdad Iraq.

Proposals must address Part C – Statement of Requirement

3.2 Background to Requirement The Australian Embassy compound comprises of a number of buildings but not limited to:

• Australian Embassy 2 Levels and Basement (approx 1960)

• Australian Embassy Apartments 2 Levels (2010)

• Two perimeter guardhouses (2007)

• Demountable accommodation (2007)

• Carl Hall 4Levels and Basement (approx 1960)

• A dozen single level facilities that function as gyms, Project Management & Facility Management offices, materials store rooms, shop, laundries, service toilets etc.

The Department of Foreign Affairs and Trade (DFAT) as the leasing tenant has had an on-going maintenance program since occupation and prior to the occupation, implemented an extensive refurbishment and upgrade to plant, services and building in 2005.

In line with the lease the tenant (DFAT) is responsible for the inspection, testing, maintenance and repair of all equipment and services within the building, including all base building and tenancy equipment and the gardens and grounds.

The AEB is seeking a single service provider to manage the inspection, testing, maintenance and repairs of all building services and equipment at the Australian Embassy Compound, in the International Zone, Baghdad, Iraq.

3.3 The Buildings

AUSTRALIAN EMBASSY CHANCERY BUILDING

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The building comprises of two levels of office/residential space plus a basement which functions as a plant/laundry room and a gym.

Internal finishes include: natural stone floors in foyer areas with carpeted floors generally in office/residential areas and ceramic tiles in wet areas; painted plasterboard wall surfaces in occupied areas; and mineral fibre acoustic tile ceilings in office areas and flush plasterboard elsewhere.

The building is fully air-conditioned using split air-conditioning systems. The basement has a reverse osmosis (RO) water purification plant.

The building has both mains and uninterrupted power supply (UPS) supplied power systems.

An Emergency warning system is installed throughout the building. Fire doors, extinguishers, hose reels and hydrants are also installed in most of the compound.

The building has an extensive security and access control system installed. The inspection, testing and repair of the security and access control system does not form part of this RFP.

AUSTRALIAN EMBASSY APARTMENTS

Twelve apartments are currently under construction and have two levels. The lower level functions as an entertainment/meals area, with the upper level functioning as the rest areas. The apartment floors will have a combination of natural stone, carpet/vinyl tiles and ceramic tiles, ceilings comprising of mineral fibre acoustic tile and dry wall/reinforced concrete wall finishes of plasterboard.

The apartments have mains and UPS electrical services, hot & cold running water, split air-conditioning systems and sewerage services.

An Emergency warning system is installed throughout the building. Fire doors, extinguishers, hose reels and hydrants are also installed.

The building has an extensive security and access control system installed. The inspection, testing and repair of the security and access control system does not form part of this RFP.

Once completed (scheduled for late 2010), the Australian Embassy Apartments will form part of the compound to be facilities managed by the Service Provider.

CARL HALL

Carl Hall has four levels plus a basement level. Level one (1) functions as overflow conferencing and office spaces. The compound Dining Facility (DFAC) is also housed within Carl Hall. Levels 2-4 comprise of accommodation for the AEB’s security detail, as well as storage areas. The Carl Hall floors have a combination of natural stone, carpet/vinyl tiles and ceramic tiles, with dry wall/rendered block work wall finishes.

Carl Hall has mains and UPS electrical services, hot & cold running water, split and window air-conditioning systems and sewerage services.

Situated on the Carl Hall site are storage facilities, a gym, laundry, shop, and maintenance sheds.

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An Emergency warning system is installed throughout the building. Fire doors, extinguishers, hose reels and hydrants are also installed.

DEMOUNTABLE ACCOMMODATION

The demountable accommodation is comprised of single level accommodation, some with shower and WC units. Floors have a combination of carpet/vinyl tiles and ceramic tiles.

All demountable accommodation have mains and UPS electrical services, hot & cold running water to the amenities block only, split air-conditioning systems and sewerage services.

GUARDHOUSE & MISCELLANEOUS STRUCTURES

The guardhouses and miscellaneous structures are single level. All floors have a combination of natural stone, carpet/vinyl tiles and ceramic tiles, with dry wall/rendered block/reinforced concrete wall finishes.

All structures have mains and UPS electrical services & split air-conditioning systems. Structures that have amenities facilities also have hot & cold running water, and sewerage services.

The guardhouses have emergency warning system installed with fire extinguishers and or hose reels installed.

The guardhouses have an extensive security and access control system installed. The inspection, testing and repair of the security and access control system does not form part of this RFP.

3.4 Key Features of the Lease for Australian Embassy Compound There are some key features in DFAT’s lease of the Australian Embassy site, of which bidders should be aware of when framing their response.

• The tenant is responsible for the inspection, testing, maintenance and

repair of all equipment and services within the building, including base building, tenancy and the gardens and grounds.

• The tenant is responsible and pays for all electricity, gas, water and telephone services consumed or used on the premises.

• The tenant may make improvements and alterations (including internal structural alterations) at the tenant’s cost without the landlord’s consent. The tenant has the discretion to determine whether an alteration is necessary.

3.5 Scope of Requirement

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The purpose of the contract is to manage, in a comprehensive and professional manner, all appropriate inspection, testing, maintenance and repair services necessary to support operations at the Australian Embassy compound, efficiently and cost effectively.

In calling for proposals, the AEB is seeking an innovative solution to the long term management of the total building plant, equipment, services and grounds at the Australian Embassy compound.

The AEB is not seeking a submission responding to a prescriptive format for the delivery of services. Rather, a number of minimum services requirements have been identified, all of which must be provided for in the proposal. Bidders should also include other services, over and above the minimum requirements, that in the opinion of the bidder will help the AEB to fully meet or exceed the business objectives.

The AEB is relying on the Service Provider’s expertise in facility management to determine how services, or groups of services, will be delivered.

In addressing the minimum service requirements, Service Providers should demonstrate how they will meet the outcomes and key performance indicators. For routine inspection, testing, maintenance and repair of plant and equipment it is not necessary to describe the exact nature of the work, but to give assurance that maintenance will be carried out to the manufacturer’s specifications and guidelines, and any relevant Australian Standards. Schedules and work programmes for inspection and test intervals, for all services and equipment should comply with Australian standards.

The Service Provider is to organise and manage base building and tenant repairs and regular routine maintenance to all building equipment, assets and the grounds.

The Service Provider should ensure that their proposal addresses the following:

• How they will ensure that the Australian Embassy site and buildings are being managed in the most cost effective manner, while being maintained to a highly professional and appropriate standard for 365 days of the year;

• Demonstrate how they will manage delivery of the services, based on their understanding of the building’s infrastructure and needs of the AEB;

• How all services, particularly in the repair and ongoing maintenance of plant and infrastructure, will be undertaken to manufacturer’s standards, specifications and any relevant Australian Standard;

• The proposal should demonstrate how the Service Provider will work to improve performance with a view, where possible, to generate savings, including a commitment to operational bench marking and continuous improvement practices and philosophy;

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• Demonstrate how the key performance indicators will be achieved and what other performance standards will be applied (such as interval frequency, quality assurance plan, codes or standards);

• Demonstrate an ability to maintain comprehensive maintenance & repair and equipment & location registers;

• Clearly outline compensation for proposed services, expressed in AUD per month.

3.6 Conditions Applying to the Delivery of the Services The conditions described below apply to the required services.

a. Security Clearance. The site FM will require a national security clearance (note that only Australian Citizens are eligible for an Australian national security clearance). This clearance is required to be revalidated every five years. The cost of undergoing security checks will be borne by DFAT.

b. DFAT Clearance. The Service Provider must receive from the Contract Authority, written approval for each of their personnel prior to that person or persons commencing duties.

c. Security Protocol. The Service Provider must comply with AEB security instructions, procedures and protocols.

d. Security Services. Where deemed appropriate by the Contract Authority, full security services will be provided by the AEB.

e. Continuity of Service Provider’s personnel. It is expected that the Service Provider’s personnel will be consistent and remain unchanged for the term of the agreement.

f. Continuity of Service. The Service Provider must provide facility management services for 365 days of the year.

g. Service Provider Access. The Service Provider scope of access to the Australian Embassy site will be established in consultation with the Contract Authority.

h. Privacy and Confidentiality. During the conduct of the required services, the Service Provider may have access to private and confidential information relating to the operations of the Contract Authority or its personnel or its clients. The Service Provider is to ensure that such information is treated as private and confidential at all times. Such information is not to be divulged to any person without the prior written agreement of the Contract Authority.

i. Security System. DFAT provides the building security system. The security equipment does not form part of the equipment or services covered by this RFP. However the Service Provider must, were required, work together with the security contractor to resolve joint issues or defects.

j. Coordination. The Service Provider will be required to participate in regular

and formal coordination meetings as they apply to the delivery of the required services. These meetings will be at the discretion of the Contract Authority.

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k. Facilities. On-site accommodation and office facilities will be provided to the service provider. The standard will be a furnished private lodging with bathroom facilities. A mobile phone, desktop computer, printer and other office equipment will be provided by the Contract Authority.

l. Meals. The Service Provider is to meet the expense of all meals provided at the AEB’s Dining Facility (approximately USD70 per day for three hot meals).

m. Provision of Equipment and Consumables. The Contract Authority will provide all equipment and consumables necessary for the provision of the required services. The Service Provider is not to use any consumables for any purpose other than the delivery of the required services.

n. Client Furnished Information. The Service Provider may require access to Client Furnished Information (CFI) for the purpose of providing the required services. Where this is the case, the Service Provider is to ensure that the confidentiality and integrity of that CFI is protected to the extent required by the Contract Authority. This protection is to extend to information that comes into being during the course of the contract. All CFI is to be returned to the Contract Authority at the end of the contract.

o. Normal Working Hours. Normal office working hours at the Australian Embassy site are 8.30 am to 5pm Sunday to Thursday excluding Public Holidays. The Service Provider is to provide routine services, where possible, at a time that avoids any disruption to the activities of client personnel. Where the Contract Authority is of the view that the timing of a service delivery is causing disruption, the Service Provider will be required to adjust those times so that disruption does not occur. The service provider will be required to be on call 24/7 to tend to emergency repairs and maintenance and ensure continuity of building services.

p. Personnel Conduct and Behaviour. The Service Provider is responsible for the conduct of all its employees and subcontractors. The Service Provider is to ensure that personnel delivering the required services comply with the “Code of Conduct for Public Employees” issued by DFAT in particular in regard to the unacceptability of sexual harassment. The Service Provider is to ensure that the Service Provider’s personnel are pleasant and courteous in the performance of their duties, are adequately trained and/or have demonstrable relevant experience in their duties. Australian Embassy site is a non smoking environment. Should any Service Provider’s staff fail to meet the required standards of conduct and behaviour, the Service Provider is to immediately replace such staff without disruption to the service standards.

n. Dress and Appearance. The Service Provider’s personnel and subcontractors must be neat and tidy in their dress whilst at the site, be attired in a manner appropriate to the nature of the services being provided and in accordance with relevant industry regulations, awards and standards. The Service Provider’s personnel must:

(i) wear appropriate work wear at all times when on duty at the site. These must be approved by the Contract Authority; and

(ii) not use alcohol, medication, or substances while on duty, or immediately prior to commencing or resuming duty, such as to render them unfit to fulfil their duties.

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o. Related Services. Where the Service Provider perceives that the delivery of any service is adversely affected by the conduct of any other service at any site, the Service Provider is to provide the details to the Contract Authority to facilitate consideration of any required remedial action.

p. Use of DFAT Resources. The site, facilities, equipment, information or personnel shall not be used for any purpose other than the delivery of the required services at the sites.

q. Damage to DFAT Property. The Service Provider is required to make good any damage to DFAT property, where that damage is a result of negligence on the part of the Service Provider.

r. Audit Requirements. Where the services are required to be performed in a manner that is consistent with the Contract Authority’s systems and procedures, the Service Provider is to make its personnel, facilities and internal records available for the purpose of any audit the Contract Authority may wish to confirm satisfaction of that requirement. Where such audit/s identifies shortcoming or deficiencies in the Service Provider’s satisfaction of the requirements, the Service Provider is to initiate immediate remedial action and respond to the audit findings.

3.7 Required Services

Provide the management and coordination of all existing maintenance activities of the site, buildings and grounds.

Maintenance activities include, but are not limited to:

(a) Scheduled Maintenance;

(b) Reactive Maintenance;

(c) Minor Repair Maintenance;

(d) Major Repair Maintenance;

(e) Monitoring of equipment/systems working condition, performance and status;

(f) Procurement of parts associated with the maintenance activities;

(g) Scheduling;

(h) Tracking;

(i) Budgeting;

(j) Reporting.

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The local facilities staff on site (three personnel) will work under the general direction of the Facilities Manager who will report to the Senior Administrative Officer. The Facilities Manager shall provide, inter alia, the following functions:

(k) Manage and coordinate all scheduled and reactive maintenance for all the AEB compound’s building equipment and assets, including management of maintenance contractors;

(l) Schedule work and prepare work schedules where necessary;

(m) Project manage minor capital works;

(n) Assign work tasks;

(o) Manage delivery of building services (including but not limited to standalone internet, pest control, sewerage pump outs, fuel deliveries, waste management);

(p) Procure and obtain parts and supplies where required;

(q) Produce reports detailing work performed, costs, man-hours and personnel where required;

(r) Assist in the management of the repairs and maintenance budget and make monthly and annual projections;

(s) Maintain equipment registers and inventories, including for furniture and fittings;

(t) Create and maintain filing systems, both paper and electronic;

(u) Execute work orders and place purchase orders for the AEB compound;

(v) Coordinate maintenance and project tender processes and manage contracts where relevant;

(w) Develop essential services register and emergency procedures;

(x) Develop and implement site specific OH&S procedures.

3.8 Repair and Maintenance Work Plan

The following lists the equipment for which inspection, testing, maintenance and repairs are to be managed by the Service Provider. Whilst all care has been taken to compile an accurate list of equipment, the list is to be considered indicative only, and the Service Provider is expected to manage all equipment and services that would normally form part of a system or service.

3.8.1 Mechanical Services

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Mechanical services equipment includes all items nominated (and any other that would normally form part of a system), including all base building equipment, tenancy split systems, condenser water cooling units, fans and the building management system.

The Service Provider will manage all routine inspections, testing and maintenance, including all call outs and repairs 24 x 7, regardless of the cause.

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.2 Fire Services

Fire services equipment includes all items nominated (and any other that would normally form part of a system), including the monitoring equipment inclusive of all relevant fees and charges.

The Service Provider will manage all routine inspections, testing and maintenance, including all call outs and repairs 24 x 7, regardless of the cause. ,

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.3 Automatic Roller and Sliding doors

Includes all equipment nominated and any other that would normally form part of a system, including door locking mechanisms.

The Service Provider will manage all routine inspections, testing and maintenance, including all call outs and repairs 24 x 7, regardless of the cause.

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.4 Uninterruptible Power Supply The UPS includes all equipment that would normally form part of a system.

The Service Provider will manage all routine inspections, testing and maintenance, including all call outs and repairs 24 x 7, regardless of the cause.

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.5 Lighting General and Emergency and Exit.

Includes all equipment nominated (and any other that would normally form part of a system) including all controllers and sensors, dimmers and cabling. The service provider is to include failed tube / bulb replacement as required.

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The Service Provider will manage all routine inspection, testing and maintenance, including all call outs and repairs 24 x 7, regardless of the cause.

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.6 Gardens, Grounds and Building Surrounds

The service provider is manage regular maintenance including mowing, trimming, pruning, weeding, spider web removal (from building and surrounds to a height of 5 metres), blower /vac for leaf and debris and rubbish removal from surrounds including external car park and paths, and any other activities to ensure the gardens and grounds and building surrounds are maintained in a clean and presentable state at all times.

3.8.7 Plumbing / Hydraulic Services

This includes all toilets, showers, basins, hot water systems, hot water tempering and thermostatic mixing valves, back flow prevention devices, hot / cold units, kitchen sinks and taps, waste pumps and supply and drainage pipe work within the building.

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.8 Electrical Services

This includes all electrical switchboards and distribution boards including main, mechanical and UPS switchboards, all reticulation wiring, switches and outlets.

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.9 Generators

The Service Provider will manage all ongoing inspection and maintenance as per the manufacturer’s maintenance schedule.

All inspections, testing and repairs and maintenance are to be carried out at the required intervals and in accordance with the relevant Australian Standards, manufacturer’s recommendation, or recognised industry standard.

3.8.10 Miscellaneous Equipment

This includes standalone internet, cabled TV and other equipment and services that may from time to time require repair or maintenance.

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4.8 Required Levels of Service and Repair.

4.8.1 Non routine Service Levels and Response Times For the purpose of describing the Service Levels required, the classifications of EMERGENCY, URGENT and STANDARD callouts have been used. DFAT’s concerns and expected response from the Service provider can be summarised as follows:

• the safety of staff or public;

• the amenity of the working environment; and,

• the security and integrity of DFAT assets.

The Service Provider must liaise with DFAT with respect to DFAT’s requirements for fault management procedures and ensure that its actions satisfy those requirements.

Required response times from time of call to technician on site are nominated below:

Classification Normal hours After hours

EMERGENCY 1 hour 1.5 hours

URGENT 2 hours 2 hours

STANDARD 6 hours N/A

4.8.2 Non Routine Service Request for Site FM Response

All requests by DFAT for service will be directed to the site FM on a 24 x 7 contact phone number provided by DFAT.

DFAT will provide a list of authorised representatives. Only requests from authorised DFAT personnel are to be actioned.

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4.9 Contract Deliverables

4.9.1 Contract Deliverables Management The Contractor will manage the Contract and all of the Services provided as follows:

KEY ACTIVITIES OUTCOMES KEY PERFORMANCE INDICATORS

To provide this service, the Contractor will:

• Manage, operate and continuously improve the full scope of services with particular focus on review of the quality, effectiveness, efficiency and value of all the services to verify that the outputs meet the requirements. • Provide formal reporting to the DFAT Contract Manager on a Monthly basis and provide written reports and attend regular meetings as required. • Maintain at all times a professional and courteous manner with all DFAT staff, building visitors and Lessor contractors. • Provide when required direct on-site management of any Sub- Contractor activity on site. • Maintain a key personnel succession plan • Ensure that all staff have a clear understanding of the importance DFAT attaches to amenity, utility and performance of the Australian Embassy site. • The Contractor is to ensure that all staff make themselves available on engagement for a briefing by the Contract Manager The site FM is to ensure on engagement the

Achieve the following Outcomes:

The Contractor meets all of its obligations under the contract Continuous improvement is demonstrated by the Contractor and recorded in the performance review No Contractor induced changes of key staff are made without three months’ notice All ad hoc requests for information/service are processed within the agreed time frames Update key personnel succession plan quarterly •

Measured by:

• No significant operational issues are raised by DFAT Contract Manager that should have been addressed by the contractor in the first instance • No formal DFAT staff complaints escalated to DFAT Contract Manager as a result of failure to perform the contract services to the performance level required under the contract • Reports are issued five days before each meeting • No incidence of building services or facilities being unavailable for use as a result of the contractors actions • No Contractor induced issues that could potentially damage DFAT reputation or impact on DFAT service delivery • Succession planning in place and agreed with no replacement of staff outside agreed plan • No instance of DFAT staff being used to fulfil contractor tasks without prior agreement of DFAT Contract Manager 90% of Performance levels met

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FM attend’s a security awareness course and observe the Public Service Code of Conduct Guidelines.

All security requirements are met

(actions and deadlines) targets met • The site FM have appropriate security clearances and understands and observe the guidelines in the Public service Code of Conduct.

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4.9.2 Contract deliverables – Management (Financial) The Contractor will provide Financial Management Services under the Contract as follows:

KEY ACTIVITIES OUTCOMES KEY PERFORMANCE INDICATORS

To provide this service, The Contractor will: • Assist in the development of the Minor Works Budget for the DFAT tenancy at the Australian Embassy site. • Provide an open book audit trail for all activities. Manage expenditure within the agreed project budget. Provide accurate and timely reporting • Sourcing of contractors using competitive tendering techniques to ensure overall value for money • Undertake formal reporting to DFAT on a Monthly basis via regular meetings and written reports •

Achieve the following Outcomes: Complete compliance with the agreed DFAT procurement process • Sub suppliers’ and contractors agreed invoices paid by due date • Reporting is timely and accurate • Actions are completed within the agreed time frames • All ad hoc requests for information/service are processed within the agreed time frames •Assistance / compliance with the DFAT internal audit schedule • Assistance / co-operation with any ANAO audit or any other performance review

Measured by: • No significant operational issues are raised by DFAT Contract Manager that should have been addressed by the contractor in the first instance • 90% compliance with performance level time scales • 100% compliance with external audit • No errors on invoice necessitating rejection • 100% compliance with DFAT financial and procurement processes • No formal complaints from sub suppliers or contractors regarding non payment of invoices • 100% accuracy on forecast and variance reports • 100% accuracy on expenditure incurred

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4.9.3 Contract deliverables – MAINTENANCE

KEY ACTIVITIES OUTCOMES KEY PERFORMANCE INDICATORS

To provide this service, The Contractor will: • Provide a Comprehensive Repair and Maintenance Service and maintain all of DFAT’s plant, infrastructure and site services at the Australian Embassy site in accordance with the manufacturers specification, Australian Standards and within set operational parameters • Verify and maintain the Asset Register • The Contractor will provide a comprehensive repair and maintenance service to all plant and equipment at the Australian Embassy site • The replacement of lighting tubes and globes is included in the comprehensive requirement. • Provide technical expertise through staff or subcontractors at the Australian Embassy site when requested by the DFAT Contract Manager to assist with the Energy Management Plan for the Building • Promote energy awareness campaigns • Conduct trend analysis to identify high consumption building services, seasons and plant • Prepare consumption data for inclusion in the quarterly report. • Meet all legal requirements (Building, environmental, health codes, etc) for general maintenance and testing of these systems maintaining records and drawings of utility plant & building services.

To a performance level that ensures: • Tenant plant and equipment operates effectively and efficiently • Provision of a fully costed ongoing preventative maintenance program • Routine Planned Preventative Maintenance (PPM) of all internal and external fixtures, fittings, M&E plant and finishes meet Client satisfaction • Reactive maintenance response times ( site attendance) for normal and after hours are met as detailed. Emergency: 1 hr / 1.5 hr Urgent: 2 hours / 2 hr Standard: 6 hours / NA • An up to date schedule of PPM activity is kept • An up-to-date schedule is maintained for equipment and plant which requires statutory inspection Reactive Heating/Ventilation and Cooling issues from the Principal investigated within the agreed maintenance response times • Maintain the complete Asset Register

Measured by: • 90% of PPM completed on schedule • 95% of reactive maintenance events are carried out within agreed response time • Client satisfaction surveys record at least 90% satisfaction with response and execution of services under this heading • Asset Register maintained accurately at all times • Trend reduction in reactive calls relating to this activity recorded by Help Desk. • All assets maintained to a standard that complements the image of DFAT • No overall increase in utility consumption over time, unless justified by change in use, increase in size of building, numbers of building occupants or replacement of plant. Therefore no increases permitted due to poor maintenance of plant and equipment • No customer complaints concerning planned service interruptions • Services managed to agreed service level. • Demonstrable pro-active service to reduce consumption

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• Consumption/financial data prepared for inclusion in the quarterly report • Constantly assessed utility consumption against budget • Projects recommended for energy savings in support of the Energy Management Plan and agreed targets in order of payback period and initial outlay • Reduction in energy consumption over the contract term in accordance with the Energy Management Plan and Commonwealth energy savings targets. • Program of awareness is promoted amongst all building occupants to encourage all users to reduce wastage and energy usage

• 100% accuracy in validation and payment of supplier invoices • No cut off of supplies due to contractor failure to pay invoices on time.

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4.9.4 Contract deliverables – FM on Call 24/7 The Contractor will provide an onsite FM 24/7, 365 days per year to manage all AEB facilities and be the focal point for initial customer service requests, performance measurement and incident reporting.

KEY ACTIVITIES OUTCOMES KEY PERFORMANCE INDICATORS

To provide this service, The Contractor will: • Provide an onsite FM 24 x 7 to coordinate service requests, incident reporting, performance reporting and to log customer complaints and to keep the contract manager fully informed of defect rectification progress • Manage the instruction of service providers in accordance with agreed delegated expenditure levels and budget Agree with the Contract Manager at outset which activities qualify as Urgent and Emergency situations • Agree with Employer an escalation procedure • Maintain a log of work requests referred to the Contract Manager for further authorisation • Provide trending reports on statistics covering, energy, plant and equipment availability/failure.

Achieve the following Outcomes: • The FM is contactable and operational at all times: 24hrs per day 365 days per year • Response times (attendance at site) for normal and after hours as follows for calls logged with the FM : Emergency : 1 hr / 1.5 hr Urgent : 2 hr / 2 hr Standard: 6 Hours All calls are registered and entered with the FM, FM email or his voice mail Callers are kept informed at regular intervals of action implemented and subsequent delays or amendments to fault remedy Detailed, reliable data input and statistical output reports will be prepared monthly • All work orders are closed when customer’s satisfaction has been verified

Measured by: • 95% of calls will be site attended within the relevant response time for each service line. Exception reports will be run off for out of line / non-conformance situations. • 100% of all acute and emergency callers kept advised by telephone or other means. • 100% of all reports on time • Within 6 months of the commencement date, the Service Provider database on the system is to be accurate 100% of the time

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4.10 Performance Standards The Contractor shall be required to meet the following performance

Contractor obligation

Performance Standard

Quality You must provide the Services to a standard expected of a competent, qualified, professional service provider operating for a reasonable fee.

Compliance You must comply with the terms of this RFP and the Commonwealth’s policies and procedures as specified and modified from time to time.

Services You must ensure that all work is completed on time and in accordance with the requirements set out in this RFP.

Records, processes and procedures

All records, processes and procedures must be maintained in an accurate and accountable manner, as reasonably determined by the Commonwealth.

4.11 Reporting and meetings Reporting

The Contractor shall ensure that the Commonwealth is kept fully informed of any changes to the Contractor which will impact on its ability to fulfil the Contract.

The contractor shall provide on a monthly basis a detailed report identifying all scheduled services that were completed in the previous month, and scheduled services that were not completed, detailing why the service was not completed and nominate a revised date for the service.

Details of any non urgent defects or recommendations identified during the scheduled services and cost (if applicable) for repairs are to be included in the report.

Meetings The Contractor must attend all meetings if given reasonable notice.

4.12 Security Security clearance

The successful Service Provider and all employees and subcontractors of the successful Service Provider who may be required to work at the Australian

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Embassy site will be required to obtain an Australian Government security clearance.

Security requirements

The successful Service Provider will be required to comply with:

a. the Commonwealth Protective Security Manual; and

b. any directions issued by the Commonwealth in relation to security.

4.13 Proposed Contract Period

It is intended that the contract will be for a period of two years with the Contract Authority having one (1) option for renewal for a further one (1) year period.

Subject to satisfactory performance by the Service Provider, the AEB at its sole discretion can exercise the option to renew.