Mobilising a Contract

Julie Wittichbpha

• LSVT – 1990• 17,000 homes• Mixture of tenure• LA DLO• Ambitious development program

bpha

• Responsive, planned & cyclical maintenance• OJEU - 10 year contracts in place • Service designed by Customers & monitored by

Customers• Performance Standards designed by Customers• Shared Procurement – discounts for Customers• Focus on Quality• Services across all tenures• Partnership – shared profit

Asset Management Services

• Procured across 11 Lots & Development Framework simultaneously

• Responsive, Voids and Planned – Ian Williams/Mears 2 contracts over 5 Lots

• Electrical Services • Gas Servicing and Repairs • Aids and Adaptations • Grounds Maintenance• Asbestos• Cleaning

Work Streams

• OJEU Notice placed August 2010• Restricted tender• Contracts awarded 28th February 2011• Mobilisation Workshop held 7th March 2011• Staggered start on Contracts (e.g. Repairs

01/06/11, Gas – 1/12/11) – took pressure off team• Key dates agreed at workshop• Resources committed from both sides

Mobilisation Timetable

Mathew Baxterechelon Consultancy

When do we start preparing?

• Detailed timetable during scoping• Contract start date – flexibility?• Early allocation of resources• Assess SP capability at PQQ• Detailed mobilisation plan at ITT• Ensure all internal stakeholders understand

new models prior to appointment

Success factors

• Draw on Service Provider experience• What is internal resource?• Dedicated Project Management – int/ext• Joined up approach• Focused start-up workshop – set the rules• Single mobilisation plan – task and complete• Structure – core group/sub-groups• Risk Register• Detailed Process Maps – develop jointly (ownership)• Manage by exception

Areas to consider

• Governance – management & reporting• Operations – delivery considerations alignment

with method statement• Finance – how is work ordered/paid for• People – what are TUPE/Training requirements• Communications – internal/external & alignment• ICT – system and process requirements• Culture - aligning cultures/building teams

Mobilisation Workshop

• Lead event to kick-start process• Draw parties together• Develop structure for mobilisation• Develop timetable and critical milestones• Agree tasks that need to be completed• Agree governance and working groups• Populate mobilisation risk register• Don’t forget de-mobilisation!

Mobilisation Structure

Strategic Core GroupImplementation & Ongoing Contract Management

 

 IT

Sub Group 

 Commercial Sub Group

 

 Comms

Sub Group 

 Operations Sub Group

 

Process Maps (jointly developed)

Zane PoynerIan Williams

Mobilisation Process – Change Management?

• Understanding• Change• Joint Planning• Client ‘Buy In’• Collaboration

Change management is a structured approach to shifting/transitioning individuals, teams, and organisations from a current state to a desired future state - Wikipedia

Mobilisation Process – bpha Successes

• Independent Mobilisation Manager• Dedicated Points of Contact • Groups – Core and commercial/finance,

operations, IT and communication sub• Process mapping• Camaraderie – shared goal

PerformanceKPI April 2012

(R1) Customer Satisfaction 100% 

(R2) Recalls 0.95% 

(R3) First Time Fix 99% 

(R6) Emergency Jobs completed on time 100% 

(R6) Urgent Jobs completed on time 97% 

(R6) Routine Jobs completed on time 99% 

(R7) Appointments kept 95% 

Void repair times (7 day priority)  5 days 

Void repair times (14 day priority) 13 days 

Voids completed on time 96% 

 

Lessons Learned

Early Customer/Board engagement

TUPE – get as much data as possible

Continuity in Client/Contractor teams from end to end

Reliance on third parties (IT)

Clear Resource Schedule (especially Finance!)

Process should be driven by Ops Team

Be flexible – compromise On multiple lots ensure all facets of asset management built-in

Dedicated empowered Project Manager (all sides)

Mobilisation doesn’t finish on the ‘go live’ date

Question and Answer Session

Contacts

Julie Wittich – Julie.Wittich@bpha.org.uk

www.bpha.org.uk

Zane Poyner - zane.poyner@ianwilliams.co.uk

www.ianwilliams.co.uk

Mathew Baxter – mathew@echelonconsultancy.co.uk

www.echelonconsultancy.co.uk