Consistently enhancing the satisfaction of end users, and covering over 90 client bodies, we effectively manage over 50,000 service calls per annum, across four service lines, as part of this Properties Division Northern Ireland Framework.
Incorporating an annual value of circa £14 million, our geographically spread, and multi-disciplinary team, inclusive of five Area Managers and 21 Engineers, ensure the delivery of added value Reactive, PPM, Remedial and Minor Works by way of complete Property Management.
Typically, following an initial “settling in” period, our people focused team quickly got up to speed, surpassing client expectations and ultimately exceeding KPI targets scores on a consistent basis.
This trust is reflected in the continued increase in annual value of the Framework from £12.38 million in 2015 to £14.21 million in 2017, and the participation of additional Government Bodies due to the Framework’s recorded success. Driven by a Contract Manager, five Area Managers and 21 Engineers, our added-value services include Reactive, PPM, Remedial and Minor Works.
A dedicated 24/7/365 Helpdesk is a crucial element of our bespoke solution, with all orders received via the client’s JULES System and subsequently logged to IFS.
Innovative in our approach, we have set-up a dedicated Quantity Surveyor Team to engage with SCPs, Area Managers and the client to ensure MTC project progress is accurately measured. Efficiencies have also been gleaned through the introduction of a Park Mobile Account and Digital Pens, which have reduced the administration burden of one full-time staff member. Employing 100% of staff locally, and recording 20 Apprenticeships per month, we are clearly operating this contract in line with the Framework’s social value aspirations.
“GRAHAM have always adopted a strong partnering approach, especially evident during the contract mobilisation phase, where close co-operation with Property Management Branch (PMB) ensured that ‘day one launch’ was successfully implemented.”