Science UK Ltd The PCS Group
Srcouiep nce UK Limited
RFP for the Provision of Contract Cleaning
For Science UK Ltd by The PCS Group
RFP Ref: SC/JC/ERA 050218
The PCS Group response to Science UK Ltd Page 1 of 39
Science UK Ltd The PCS Group
roup
B. Response to Request for Proposal (RFP)
For the
Provision
Of
Contract Cleaning
RFP Ref: SC/JC/ERA 050218
Issued by: Expense Reduction Analysts on behalf of
Science (UK) Ltd
Date: 5th February 2018
Contact details: Page 2 of 39
James Cooke- Expense Reduction Analysts
Phone: 01789 209047
Email: j.cooke@erauk.net
The PCS Group response to Science UK Ltd
Science UK Ltd The PCS Group
roup
Enhancing our Customer Experience
As an independent company PCS are leaders in We have a long history of providing cleaning
delivering a bespoke quality service and services to clients of every size in both the
enhancing our customers experience while private, corporate and public sector. Our work
having the flexibility to fit in with our clients’ takes in single site and complex multi-site
needs and ethos. environments, whilst delivering value for money.
We recruit our staff with great care, ensuring that
Employees spend longer at work than they do in they have the character and attitude to best
their own home. It is important to provide them represent us while working with you. This will
with an environment in which they can be ensure we protect your sites` environment and
productive, kept safe, healthy and, of course, ensure audit compliance whilst protecting your
this applies doubly so if customers visit the site. staff and clients from the potential health and
PCS recognise the importance to clients of a safety risks. Throughout its 30-year success, The
consistently cleaned environment, where PCS Group have purposefully chosen to focus its
attention to detail matters. geographical area of operation to Central
London but have over the years become a
We understand that the demands within National provider.
Museums are unique and paramount to the
success of providing a cleaning service to We manage sites throughout the UK, this means
museums is the understanding that the cleaning we are always on hand to meet in person and
in museums and galleries needs to be responsive can provide greater levels of supervision,
as well as proactive, so services often have to operational support and quality control.
be delivered when members of the public are As an independent organisation, still owned and
visiting the buildings and using the facilities, run by the original founders, PCS determines its
moving health and safety issues to the top of the own priorities. We choose to place client
agenda. Facilities sector have changed over satisfaction, staff welfare and environmentally
recent years, and now, rather than simply sound practices ahead of anything else. We
providing a cleaning service, there is a need for have never compromised our service to gain
us to be a key part of your facilities team and to turnover and our rate of client retention is
support your wider company objectives. testament to this.
We believe it is our duty to ensure that our teams
have the skills and abilities to act and always go Our growth is steady and entirely organic; and
the extra mile to guarantee a professional down to our staff going the extra mile for each
service and consistent delivery. We recognise and every one of our clients. We hope to
that our cleaners are a key medium of welcome Science UK Ltd to our list.
communication through their on-site reporting
The PCS Group response to Science UK Ltd Page 3 of 39
Science UK Ltd The PCS Group
roup
Our Clients
What our clients say…
“If I had to state the noticeable differences when working with PCS, I would have to say they have
consistently provided internal and external cleaning services to a very high standard. They fully comply
with all of the FCA's Health & Safety requirements. They also share the FCA views on Corporate
Responsibility. They bring more of a human element to cleaning services which makes them a joy to work
with” Lee Williamson, Head of Facilities – The FCA
PCS has been cleaning Kingsdale School since 2001 and security services since 2003. I have always found
the company professional and responsive; the standards the company achieves in the school are
consistently high and help create a clean and safe environment for our children, staff and visitors. The
company provides a large team of evening cleaners under strong supervision, along with a smaller
number of daytime cleaning staff; the security is on site through the night and at weekend.
L Vidal - Head of FM - Kingsdale School
One of the things we value greatly is that they treat their own staff with respect and they have provided
a consistent, well-trained and capable team throughout the duration of the contract (9 years). The
training and vetting of their staff has been a critical factor in their success. We value training and
development and have always felt PCS Group is at the forefront of support services providers in this
respect. Terry Doyle - City & Islington College
The PCS Group response to Science UK Ltd Page 4 of 39
Science UK Ltd The PCS Group
roup
Why The PCS Group?
We are unique in that we are a family business that has been going since the 1970’s. This family ethos is
very much carried through into everything we do. We instil respect and appreciation for the unique
environments which we help to preserve. At the front of our operation is you and we recognise our
purpose and the roles that we play in protecting your brand, preserving your legacy and ensuring every
visit to your space is a memorable experience for everyone.
The PCS Group values and appreciates the strength, energy and
ideas that come from cultural diversity within the workplace. We take
pride in employing people from all over the world and understand
the importance of help and support to workers with English as an
additional language.
We nurture talent and offer career progression to our very loyal and
diverse staff members. Robert Starykiewicz started with PCS as a part-
time Cleaner 27 years ago. He has developed his career with PCS
and is now in the Senior Management Role. This has been achieved
with rigorous training and development and though his hard work,
commitment and initiative. Robert’s portfolio includes Highgate
School, McDonald’s Restaurants Head Offices, which has several sites
across the UK. Robert also manages all Gucci stores and offices with
multiple locations. Brentford Football Club is also part of his portfolio
where cleaning is challenging on a daily basis. Robert holds an NVQ
Level 3 in Management. He is a keen traveller and has done lots of charity
work such as volunteering with iSpiice teaching children in the slums and
painting schools. The PCS Group sponsored Robert on these trips. iSpiice
was founded in 2008 to address inequality in the education provision in
rural India. Through help from volunteers such as Robert they are able to
deliver a range of social programs in communities such as teaching
projects and renovations of local institutions. The PCS Group provide
training, Hospitality training, Customer Service Training and development
and support to all staff and reward and upskill those who demonstrate
commitment and potential. Robert is a highly valued member of the PCS
team and embodies this ethos.
We actively support the local community and sponsor two local football teams, Northwood
FC Youth and Northwood Ladies. We a very proud to be able to help these teams excel and enjoy the
benefits of team sport. We are particularly proud to champion Women’s football and the ladies are
getting some great results.
The PCS Group response to Science UK Ltd Page 5 of 39
Science UK Ltd The PCS Group
roup
SCIENCE (UK) LTD
DECLARATION
1. I/We hereby offer to supply the services described in Document D (Sample Cleaning
Specification) in accordance with the RFP Documents supplied.
2. I/We hereby confirm that the prices stated and offered within Document C (Pricing Return Form)
shall be fixed and firm and shall remain so for a period of 90 days from 20th February 2018.
(This statement shall appertain to the purchase and/ or provision of services which will be either
purchased and/or provided within a limited period i.e. less than 12 months, and shall not be
applicable to those tenders for services which are contracted over a longer period i.e. 12 months
and over. The prices/costings for the longer term contracts of 12 months and over shall be in
accordance with the relevant paragraph/s within the Pricing Return Form (C)).
3. I/We hereby declare that prior to the submission of the Tender I/we shall not have:
(a) Communicated to any person the amount of any proposed tender for the services in
accordance with any agreement or arrangement to communicate, or
(b) Adjusted the amount of any proposed tender for the services in accordance with any
agreement or arrangement between me/us and any other person, company or organisation.
Signed:
Name: Elaine Hill
Status of signatory: Business Development Manager
Duly authorised to sign on behalf of (insert name of organisation below): The PCS
Group
The PCS Group, Unit 3a, Horseshoe Close, Oxgate Lane, London, NW2 7JJ
Telephone: 0207-609-0044
The PCS Group response to Science UK Ltd Page 6 of 39
Science UK Ltd The PCS Group
roup
QUESTIONNNAIRE
Please complete the questionnaire below. All blue cells are to be populated in the format
requested, failure to comply may result in your tender being disqualified.
1. GENERAL
INSTRUCTION TO Bidders:
Please complete the blue cells in the following tables.
Do not leave any blue cells blank.
1.1 Tender submitted by: The PCS Group
(Company name)
Company address: Unit 3a, Horseshoe Close, Oxgate Lane, London , NW2
7JJ
Telephone number: 0207-609-0044
Fax number: 0207-7697-8067
Email address: ehill@thepcsgroup.co.uk
Website address: www.thepcsgroup.co.uk
Name of person submitting Elaine Hill
tender:
Designation of person Business Development Manager
submitting tender:
Dated: 16 February 2018
1.2 Registered Office Address: Unit 3a, Horseshoe Close, Oxgate Lane, London , NW2
7JJ
Telephone number: 0207-609-0044
Fax number: 0207-7697-8067
Email address: ehill@thepcsgroup.co.uk
1.3a Name of person to contact for Elaine Hill
1.3b RFP clarification:
1.3c Telephone number: 0207-609-0044
Email address: ehill@thepcsgroup.co.uk
Name of Director who may be George Steele
approached in case of
difficulties: 0207-609-0044
Telephone number: gsteele@thepcsgroup.co.uk
Email address: Elaine Hill
Name of contract co-ordinator: 0207-609-0044
Telephone number: ehill@thepcsgroup.co.uk
Email address:
The PCS Group response to Science UK Ltd Page 7 of 39
Science UK Ltd The PCS Group
roup
1.4 Legal Entity: Ltd
(Ltd Cº, PLC, sole trader, etc.)
Company registration number (if 2127550
applicable):
Date of incorporation: 1993
Name of holding company (if N/A
appropriate):
Address of holding company (if N/A
appropriate):
1.5 Name of Bankers: Lloyds Bank
Address of Bankers:
1st Floor 39
Threadneedle Street
London
EC2R 8AU
Name of Auditors: N/A
2. INSURANCE COVER
Please insert copy documents of your organisation’s insurance cover in respect of employer’s
liability, public liability, and any other relevant policies. Please summarise these below.
Policy Insurer Indemnity Limit (£)
Employer’s liability Ageas Insurance Ltd £10,000,000
Public and Ageas Insurance Ltd £10,000,000
products liability Ageas Insurance Ltd £5,000,000
Professional
Indemnity
The PCS Group response to Science UK Ltd Page 8 of 39
Science UK Ltd The PCS Group
roup
3. QUALITY ASSURANCE / SERVICE DELIVERY
Please insert details (list) of the quality assurance certification that your company holds e.g. BS
EN ISO9001, ISO14001, CHAS, IIP or equivalents. Please provide copies of certificates in a
separate file.
We recognize how important quality is to a high Our quality assurance certification includes:
profile, premium brand like Science UK Ltd. Your • ISO 9001, ISO 14001
entire solution from The PCS Group will be • ISO OHSAS 18001
covered by our ISO 9001 accredited quality • CHAS
management system, putting innovation, • SAFEcontractor
continual development and great service at the • SIA Approved Contractor
heart of everything we do.
We have included copies of certification in the
Supporting Documents.
4. CONTRACT PERFORMANCE MONITORING
Please provide brief details of how you will measure and report on the performance of this
contract. Please insert a specimen report.
The first checking system is a Weekly Cleaning continuous level of high quality service with a
Check carried out by the Contract Manager, continuous cycle of improvement at all times.
which will be recorded on a Tablet Auditing We work to a quality programme at all times
System ‘Clean Link’ which will be shared with the and set aggressive service levels agreements
Science UK Ltd on completion. The Weekly with KPIs to exceed expectations at all times. The
Performance Assessment Inspection which we Monthly Management Report which we provide
suggest is carried our jointly by the PCS is a dynamic document and graphically
Contracts Manager and the Science UK Ltd demonstrates the presentation of SLA and KPI
representative in each location is in some detail performance. Produced below for an existing
and scored as appropriate. Statistical analysis of client, it graphically demonstrates the
this inspection is presented in the Monthly presentation of SLA and KPI performance.
Management Report and forms a key
assessment and historical record of the quality of Quarterly Reviews
service delivered. This again will be able to be All our clients are also part of a management
sent directly to Science UK Ltd. Over the month, review process. This process as part of the
all statistical information and scoring from the Contract Monitoring process enables PCS to look
SLA and all other information regarding the at the contract from a strategic view and assist
operation of the contract over the previous in the Continuous Improvement Cycle for the
month, will be collated and given to Science UK development of the contract. These reviews are
Ltd at the Monthly meetings with the Contract attended by the client and the Contract
Manager and Science UK Ltd FM team. A Manager and the Operational Manager and
sample of this report and the check lists can be Director. The Monthly reports form the basis of
found in the supporting documents. The report the agenda. PCS operational management are
will also contain summaries containing sufficient constantly looking at ways to increase
financial and operational data to allow proper productivities and be able to pass these savings
monitoring of the contract provided in excel. onto the client.
PCS quality processes system is a disciplined
system of planning, budgeting, reviewing, Page 9 of 39
testing, inspecting, auditing and reporting on the
quality of service delivered. The quality
programme is our commitment to provide a
The PCS Group response to Science UK Ltd
Science UK Ltd The PCS Group
roup Reporting on our performance
PCS is committed to drive contracts forward and
Six Monthly Reviews is always looking for new innovations to help do
The Continuous Cycle of improvement is this. PCS believes the efficiency in auditing and
important to PCS. The Business Development providing instant reports can only enhance
Manager, Elaine Hill, attends the 6 Monthly productivities and helps PCS achieve their
meeting along with the contract management environmental goals by working towards being
to go through any changes to the site and paperless. The tablet auditing allows staff to
explore any forthcoming changes to the fabric record cleaning audits electronically and send
of the building or staffing levels. Any changes them in real time to its electronic customer
which will reduce cleaning time are assessed relationship management (ECRM) system. PCS
and any financial savings will pass onto the staff and customers now do the audit using the
client. tablet and a copy of the quality audit is
automatically sent to PCS’ ECRM system and, if
Plan of direction for the next year of the requested, a copy can be sent automatically to
contract where PCS will look at all services and the customer in real time. The time taken to
shift patterns and put forward any new complete the audit is much quicker and
innovations which may have potential cost customers can obtain a copy of the audit within
savings or innovations which will decrease the the same day in electronic format. In addition,
client Carbon Foot Print. this technology cuts PCS’ administration time,
making the company more efficient. This system
Bespoke audits allows us to automatically send copies of the
For each area, an audit check list and schedule cleaning audit to our stakeholders, our
will be developed and implemented against the customers, supervisory and cleaning staff at the
specified requirements. These bespoke audits, push of a button.
tailored to the requirements of individual areas,
will be delivered by Site Supervisors using a Added value
tablet device. The scripts will reflect The Science All audits are uploaded through the internet or
UK Ltd specification, and the KPIs and SLAs in Wi-Fi and will be instantly available to Science
force. UK Ltd. This enables KPI’s to be changed in a
timely manner to focus on areas to raise
The PCS Group welcomes scrutiny and will fully standards.
cooperate with any scheme of inspection
Science UK Ltd management wishes to
implement. We propose the following methods
to involve Science UK Ltd in audits:
Annual Review
The annual review will be attend by the client
and Sharon Barnett the Senior Operations
Manager, and Gary Lawley the Operations
Director. They will provide an annual report to
Science UK Ltd which will look at the Service
Level Agreement and result tables in the Monthly
reports and they will then review a plan of
direction for the next year of the contract where
PCS will look at all services and shift patterns and
put forward any new innovations which may
have potential cost savings or innovations which
will decrease the sites Carbon Foot Print.
The PCS Group response to Science UK Ltd Page 10 of 39
Science UK Ltd The PCS Group
5. STAFFING LEVELS AND SHIFT PATTERNS
Please provide details of the staffing level and shift patterns that you consider will deliver the
most effective cleaning provision.
We understand that Science UK Ltd is looking for innovation into the delivery of service it currently has.
PCS has provided an alternative solution to the cleaning where the cleaning times are extended and
pushed back to a later shift. This will bring continuity of staff to the contract and help with the
recruitment of staff. This in turn allows better trained operatives who will deliver a quality service for Best
Value.
TUPE Newport Street SHIFT HRS PER WEEK RATE OF PAY
Team
10:00-18:00 45 @ £10.20ph
Janitor x 1 6 Days 07:00-09:30 15 @ £10.20ph
Supervisor x 1 6 Days 07:00-09:00 84 @ £10.20ph
Cleaning Operatives x 7 6 Days 11:00-18:30 7.5 (TBC) @
Restaurant x 1 Once per week £10.20ph
Alternative 10:00-18:00 45 @ £10.20ph
Team 07:00-09:30 15 @ £11.20ph
Janitor x 1 x 6 Days 07:00-09:00 48 @ £10.20 ph
Supervisor x 1 6 Days 7.5 (TBC) @
Cleaning Operatives x 4 6 Days 11:00-18:30 £10.20ph
Restaurant x 1 Once per week
Science UK Ltd The PCS Group
roup HOURS PER WEEK
25hrs @ £7.50ph
SHIFT 25 @ £7.83ph
TUPE Wellbeck Street
Team
Cleaning Operatives x 2 5 Days 06:00-08:00
Alternative 06:00-08:00
Team
Cleaning Operatives x 2 x 5 Days
Science UK Ltd The PCS Group
roup
6. ADDITIONAL STAFFING AND FLEXIBILITY
In the event of variation in workload and holiday/sickness cover, please provide details of how this
will be covered and delivered.
PCS are a local employer to both Science UK Ltd In the mobilisation period PCS will induct a team
locations and have contracts in surrounding of people to Science Club UK sites in preparation
areas and would be able to draw on staff locally to cover all roles. Supervision roles and Contract
to cover all shifts. We also have an existing pool Management roles will be covered by key staff
of 70 contract support staff that are fully trained, from Head Office and existing personnel.
security vetted and DBS checked. They have all
completed Customer service and Hospitality Holiday Cover
training and are completely service focused. All Annual leave will be pre planned so not to
With our recruitment capacity it allows for us to affect the provision of the service in any way.
expand the pool as required. They would not Our Contract Manger will organise the holidays
only be able to cover cleaning shifts but are so that the quality of the service is not affected.
skilled in the delivery of periodic works and Our full-time support staff will cover holidays
would be able to provide continuous cover. The when required as well as the existing resource.
dedicated labour we intend to deploy at The Contract Manager will ensure that the cover
Science UK Ltd will have flexible contracts to will be seamless. Contingency Plans for Flu
enable the Contract Manager to structure the epidemic or other major disruption. PCS has a
resource as necessary. disaster recovery plan in place and a copy of
this can be found in the attached documents.
Absence Cover
PCS have local area management. The Working not waiting
Contract Manager is able to call on the resource At The PCS Group we also believe employees
to fill any role required, resources from existing should be working, not waiting for work. We
contracts are also flexible and available as meet cover requirements from within the core
support. All staff will also be incentivised with team, using contracted staff that are available
attendance bonuses which will be part of the for additional hours. We understand that this is a
SLA. different solution to that suggested by other
companies in our industry. However, it is more
realistic and workable and will work alongside
the ability to be able to draw on our already
existing pool of trained staff.
Science UK Ltd The PCS Group
roup
7. INDIVIDUAL STAFF PERFORMANCE
Please provide details of how individual staff performance reviews and assessment is measured,
and how any deficiencies are identified and addressed.
PCS Group will carry out formal appraisals on all • All training given to staff is recorded on
staff at set periods agreed at commencement the training record form. Where
of employment. These appraisals will be linked necessary, this is opened upon
with the Service Level agreement and all commencement of employment to
operatives work will be measured with the include any relevant previous training
Service Level Agreement and any deficiencies received
will be identified and addressed. The formal
appraisal will then assist PCS to identify strengths • It is the responsibility of the Training
and weaknesses and allow the contract Manager, Contract Manager and/or
manager to put together a developmental plan Supervisor to continually assess the
for the staff member which can assist this person individual employees under their control
in their current position but also set out a career and identify any training requirements
path for them also. pertaining to the tasks performed.
Reviewing Performance • Identified training requirements will be
All employees undertake a performance review satisfied by the Contract Manager or the
as soon as the TUPE transfer occurs. Following the designated representative and recorded
initial review, each employee is schedules and on the training record in the personnel
annual review. At the PCS Group, we see regular file.
reviews as the key to strong performance;
however, this is not just a box ticking exercise. • Training will be based upon the
These reviews form the basis of the individual company training hand sheet, which is in
development plans for employees, and allow us the possession of all Contract Managers
to deliver appropriate development initiatives and Supervisors. Training for cleaners will
for all our staff. Through this process those who normally take place on site and will
demonstrate strong performance are identified generally relate specifically to the
as candidates for promotion. requirements of the individual task.
Training commences from the implementation • General staff management training will
period and offers our staff a fresh approach in be determined by the company’s
delivering a quality service. In line with relevant Training plan which will develop out of an
legal requirements, Health and Safety, COSHH analysis of its own future requirements
and Fire Procedures will be covered on the first and results of Staff Appraisal, carried out
day and then skills training will commence and at least once every twelve-month period.
continue through the full induction program until
the operatives are no longer a new employee Training for general staff and management will
but are working towards being part of a be organized by a Director or designated to the
functional team. The following training relevant department head, PCS will carry out
procedure will be used: formal appraisals on all staff at set periods
agreed at commencement of employment.
These appraisals will be linked with the Service
Level Agreement and all operatives work will be
measured with the Service Level Agreement and
any deficiencies will be identified and
addressed. The formal appraisal will then assist
PCS to identify strengths and weaknesses and
allow the contract manager to put together a
development plan for the staff member which
can assist this person in their current position but
also set out a career path for them also.
Science UK Ltd The PCS Group
Y
roup
8. PERFORMANCE RELATED STAFF BONUS SCHEME
Does the company operate any performance related staff incentive
schemes either Financial or Non-Financial?
PCS have built in costs into our proposal for an Attendance Bonus Incentive which we have found to be
invaluable for all cleaning operations, and we propose to run this concurrent with a Quality Recognition
Award which we would suggest that the Science UK Ltd team are seen to be part of in terms of judging
50% of the vote.
PCS have a high retention percentage of personnel and this has been attained with financial incentives
coupled with extensive training and staff development. This increases job satisfaction and in return
provides a better skilled and more productive employee.
Employee of the month Employees are rewarded for exceptional performance and for demonstrating
their commitment to The PCS Group values. This is done through a scheme called Employee of the
Month. Those nominated receive shopping vouchers and a certificate of achievement. Our Managers
are encouraged to reward staff at a local level also. This can be done with vouchers or small gifts or even
a spot of lunch.
Company Newsletter
PCS produces a quarterly newsletter which goes out to all clients and all employees. All customers will
have a quality site award where an article about the customers and the PCS employees will be part of
the newsletter. Rewards will be handed to employees and photos will be included as part of the article.
Science UK Ltd The PCS Group
roup
9. CUSTOMER SATISFACTION
Please explain your process for measuring customer satisfaction.
The PCS Group as a group of companies who put allow a continuous cycle of improvement. The
Customer Service standards to the forefront of all scoring on the quality audits will be evidence to
that we provide. Whether it is a corporate client Science UK Ltd as to the standards achieved
for cleaning and Security or a charitable and when consistently achieving above the
institution or a Royal Society, this is what we see standards will lead to a seamless customer
as the most important part of our service delivery. satisfaction. These results will be documented
What the Members, Friends, Audience, client’s within the Monthly Management Report.
visitors experience when visiting the sites is what
drives our Service Level Agreements and Quality PCS also believes in the surveying of the client’s
Program. own staff. If Science UK Ltd already uses their
intranet or email for this kind of survey, PCS
Training is a key factor in the success of this would be happy to partner Science UK Ltd and
experience and is delivered through the training its staff with this process. If Science UK Ltd do not
matrix as part of the service delivery. We already use this survey, PCS would be happy to
constantly drive for continuous improvement by instigate the process and share the results with
implementing a continuous improvement plan in Science UK Ltd in the Monthly Management
the mobilisation period. This CIP will form part of Report.
the SLA and will be discussed at the monthly
management meetings. Recruitment is also a key We would like to agree the best solution with The
part of achieving and maintaining excellent PCS Group, striking a balance between
customer service standards and good pay rates Gathering intelligence from site users and not
are instrumental in recruiting good staff. The taking up too much of their time.
investment of good staff allows for greater
investment in training and development to then This solution would give us an instant measure of
build a team of employees who are not only our performance that can be linked to the
dynamic but deliver a great service to the client overall KPI system.
and a memorable Customer Experience to the
audience. Comment book
Satisfied customers are looking for a memorable As standard we have customer comment cards
experience and an energetic service, where it or books at each site we clean. These are
matters the most. It’s becoming ever more available for site Users to enter any comments
popular for guests to leave a review of their that they wish to make regarding the cleaning
experience on a number of feedback sites, service / standard of your sites. The Contract
whether their experience was a good or bad Supervisor will respond to each comment within
one. PCS implement numerous tools to be able 24 hours, which we will then review with you at
to measure the customer experience and will the next contract review meeting. We’ll report
work in partnership with Science UK Ltd to the outcome to whoever made the comment, if
implement the best measurement tool for which they leave their name.
will give the best feedback.
Selecting and Action of relevant comments
The PCS Group is committed to continual Every single comment and piece of feedback
improvement in every area of our business and we receive is read and considered. To ensure
will work closely with you, The PCS Group the correct level of action for each comment,
employees and members of the public using we propose a red / amber / green classification
your sites throughout the contract lifetime to system:
ensure we get a full and accurate view of our In our experience, “amber” comments can
performance, measure customer satisfaction often be vaguer (e.g. “Unhappy with
and act on the ideas and feedback we receive. standards”) so prior to discussing them with
Science UK Ltd, we will quantify and define the
Measuring customer satisfaction comment, contacting whoever made the
This is measured with the Service Level comment where necessary, so that we can then
Agreement and by setting and reviewing KPIs to
Science UK Ltd The PCS Group
roup focus on adding value and improving service
standards.
present the full picture to you at contract review.
This is who / where it came from. Manage our performance
To ensure the standards set out in the
Demonstrating continuous improvement to specification are being delivered, and to then
Science UK Ltd identify opportunities for improvement, Site
Once action plans have been agreed, we will Supervisor will carry out visual checks every day
build them into our reporting after cleaning. They will compare the results to
pack for Science UK Ltd and review our the written specifications and photographic
performance against the agreed standards and ‘what clean looks like’ cards. Supervisors will
timescales at each review meeting until all ensure that all areas are cleaned in accordance
parties are agreed that the action is complete. with the specifications before their team’s shift
Because we quantify and record all action ends.
plans, it is easy to measure and demonstrate
continuous improvement, as you will be able to Document our performance
see that we provide details and methods used The PCS Group will provide Science UK Ltd with a
to ensure continuous improvement. transparent service so that you will know exactly
how we are performing. We will carry out
Science UK Ltd will benefit from a true five-star detailed formal audits and immediately share
service from The PCS Group. Your Operations the results with Science UK Ltd, enabling you to
Director Gary Lawley and the Senior Operations instantly see that quality performance is being
Manager, Sharon Barnett will work closely with all maintained and improved upon. Audits indicate
areas of your company, personnel and site users the severity of the issue; an amber rating might
to ensure we continually improve on our service be for something like the cleaning cupboard not
and deliver true customer satisfaction. In being correctly laid out, and will be rectified
particular we will: before the next audit. A red rating is given to
instances where the standards have not been
Agree performance standards met. Your Account Director is informed and the
An often-overlooked step in delivering high situation is rectified immediately.
standards and continual improvement is to set
high standards in the first place. During Reviewing performance
mobilisation we will agree a written specification Your Contract Management Team will regularly
with Science UK Ltd for every area of your review performance at both Science UK Ltd
building. Both Science UK Ltd and your cleaning sites. We will agree a formal review schedule
operatives will have copies, making it quick and and process, including:
easy for all parties to see whether an area has
been cleaned to the required standard. • Daily inspections of cleaning areas by
Supervisors will have the specification and we Site Supervisors
will produce hard laminated copies for your
operatives. A copy of the specification will • Weekly inspections of Science UK Ltd
always be to hand in the cleaner’s cupboards. premises by Site Supervisors and Area
Managers
Deliver consistently high standards with trained
staff • Monthly documented inspection and
Your cleaning staff will be trained to agreed audit of Science UK Ltd by your Area
standards to make sure they can deliver against Manager accompanied by agreed
specification safely, and within the time that representatives from Science UK Ltd
productivity ratings dictate. During mobilisation
we will carry out a detailed skills audit to • Quarterly performance reviews, including
determine current levels of qualification, training senior management representatives from
and competencies. This gap analysis will give us The PCS Group Annual performance
the information required to design a bespoke reviews,
The PCS Group training programme to bring all
operatives up to the required standard. The • Including senior management
minimum standard for this contract for all representatives from The PCS Group
cleaners will be achieving City & Guilds 7139
qualification in practical cleaning skills within 12 During the contract reviews, we will present the
weeks of contract start (or their start date). agreed management information, identify
Once this based level is achieved we can then opportunities for contract development and
agree future plans, including timescales,
responsibilities and success criteria.
Science UK Ltd The PCS Group
roup • Managers and supervisors monitoring
other areas as a check that standards
The process is then repeated – we agree new are being met
improved performance standards, deliver any
additional required training, deliver, manage, • Comparisons of results on each site
document and review. We never stand still and • Unannounced audits by senior
never settle for ‘good enough’.
managers, up to Director Gary Lawley
Added value and innovation • An invitation for Science UK Ltd to
To ensure optimum quality at all times, we will
support and check the scheduled audit results conduct an unscheduled audit at any
with ad hoc unannounced audits. This will time
include:
Science UK Ltd The PCS Group
roup
10.OTHER RESOURCES/ASSETS/INNOVATION
Please provide details of any other resource(s) and/or innovation(s) , that you consider may be
of significance to the performance of this contract; i.e. methods or materials likely to offer
added value to the client.
We recognise that a partner to Science UK Ltd problems that we are not aware of, giving PCS
needs to deliver a service fitting to your the opportunity to respond and take remedial
expectations and to those of your clients. That is action immediately. PCS would be happy to talk
why we have harnessed innovation; our to Science UK Ltd about all the additional
experience working within premium benefit’s that this system can offer.
environments and continual personal
development to design and deliver a first-class Knowing what clean looks like
solution. Supporting a detailed cleaning specification are
our “what clean looks like” task cards.
Room Service This simple but effective method serves as a
PCS believe Science UK Ltd would benefit from reference for staff, showing photographically
introducing our Room Service to the cleaning what the desired standards for specific areas are.
regime. The concept of PCS Room Service is to This means there is no confusion as to whether
offer the opportunity for individuals to order areas have been serviced in line with
specific cleaning of a defined area. requirements. The managers can store the task
cards electronically on their tablet devices or
This may be their desk, their office or indeed any they can be held on a hard copy.
other cleaning that directly affects them or their
environment including all periodical works. Pulse Mops
Ordering Room Service is simple and is requested These mopping systems
in the form of a Hotel Room Service order form. are perfect for dealing
This form is tailored to suit the individual client and with spillages instantly,
can be left out on desks or in specific areas for the meaning that janitors
client to complete their request detailed on the don’t need to leave
back of the form. the area to bring
Cleaners and supervisors are trained to spot the equipment such as
forms and are instructed to issue a response form mops and buckets. Pulse Mops have a built in
acknowledging the request and confirming the reservoir that can hold up to 3 litres of water,
order. On completion of the cleaning request the releasing just enough fluid to tackle the job. The
client will be informed and a feedback request system is ideal for reducing spillages and slips
will be sent to the client from the live tablet. All safeguarding visitors and products. As the mop is
cleans will be detailed in the Monthly report and made of micro fibres, it leaves the surface drier
the client will be provided with the intention of than standard mopping, therefore allowing the
any forthcoming cleans. area to be brought back into use much more
quickly.
Avius Insight
PCS would like to introduce to Science UK Ltd a Spanky
system that we use called Avius Insight Real Time These simple yet extremely effective micro fibre
Solutions. This system is a live report and can be innovations are available on an extendable pole
adapted for Customer Survey’s in toilets, public and will allow access to those hard to reach
areas and any area that the client would like to areas such as light fittings, window sills and door
have this installed. It is innovative technology frames. Used daily they will prevent the
which gives customer engagement. It will allow accumulation of dust and cob-webs and keep
PCS to achieve real insight into important trends build up to a minimum and reduce the
and preferences of Science UK Ltd customers requirement for hi-level periodic work.
and employee’s. The feedback can highlight
Science UK Ltd The PCS Group
roup
Research and Development team equipment and good housekeeping. Seek to
The PCS Group has a team of employees who purchase electricity from a supplier committed to
form the research & development team which renewable energy. Seek to maximise the
meets quarterly to discuss the soft services proportion from renewable energy sources, whilst
industry and new approaches to improve our also supporting investment in new renewable
service offering. As a result of this, The PCS Group energy schemes.
has invested in an Innovation training based at
our Head Office in London, where we trial Ensure that timber furniture, and any other timber
innovative equipment and materials on a diverse products, are recycled or from well-managed,
range of fabrics, wall and shelving surfaces, sustainable sources and are
enabling them to be evaluated and fine-tuned, Forest Stewardship Council (FSC) certified.
ready for implementation to benefit our clients. Purchase fair-trade and/or organic beverages.
The Innovation training recently evaluated an
innovative system that harnesses and re-uses rain Aquazone Cleaning Method Cleaning Methods
water, which is now ready to be implemented in PCS are actively working with clients to reduce
our client’s facilities. their carbon footprint with new innovations which
are sustainable. We have recently installed into
Go Green Ethos and Cleaning Methods the Financial Conduct Authority a chemical free
PCS proposed the introduction of commercial cleaning system which is called Lotus Pro which
dishwashers. This type of washer has the following mixes ozone with water which creates a powerful
advantages: chemical free cleaning solution. This system is
• Cycle time is reduced from approx 1hr 15 over 50% stronger than bleach and more
powerful. It can save up to 50% of cost versus
min to approx 10 mins using chemicals. It is environmentally responsible
• Power consumption reduced due to as it breaks down to water and oxygen once its
finished working. It is safe to use, it has no irritants,
shorter cycle non-caustic, no allergy concerns and
• Water consumption reduced from approx antimicrobial. It is the smart choice for clients and
staff as a one solution for all needs.
7-8 gallons per cycle to 2 gallons per
cycle. This alone saves up to 1000 gallons
per week. PCS was then commissioned to
introduce commercial dishwashers to all
sites.
All staff are trained in the waste management
and recycling and Green bonuses are awarded
for Green ideas that are implemented. We
minimize our use of paper and other office
consumables, for example by double-siding all
paper used, and identifying opportunities to
reduce waste. As far as possible arrange for the
reuse or recycling of office waste, including
paper, computer supplies and redundant
equipment. Reduce the energy consumption of
office equipment by purchasing energy efficient
Science UK Ltd The PCS Group
roup
11. PROPOSED ORGANISATION STRUCTURE AND MANAGEMENT
11.1 Organisational Structure Chart
Catherine Scully Gary Lawley Science UK Ltd
Administration Director Operations Director Facilities Management
HR (TUPE CONTROLLER), Sharon Barnett
Payroll, Credit Control and Senior Operations
Back Office Administration
Manager
Theresa Barnett Andy Roberts Robert Starykiewicz Lissoune Ndaiye
Customer Help Maintenance Contract Manager Training
Desk Manager Marcin Skwierawski
Contracted out Manager Manager/NVQ
Nicola Hull Supervisor Assessor
Services/ Health & Safety
Suppliers /Environmental
Coordinator
1 x Day Janitor 6 days 1 x Newport Street
1 x Day Cleaner Supervisor 6 days
Restaurant Day Janitor 4 x Cleaning Operatives
1 day 6 days
1 x Day Cleaner 6 days
Wellbeck Street
2 x Cleaners 5 days
Science UK Ltd The PCS Group
roup
12. MOBILISATION PROGRAM
Please insert a copy of your Company Mobilisation Program for startup phase, indicating all associated support departments and roles in
relation to this contract.
TASK March April May
PCS Comme rci a l Te a m/Ope ra ti ons Di re ctor me e t wi th Sci e nce UK Ltd FM te a m to a gre e contra ct a nd 8 12 19 26 2 9 16 23 30 7 14 21
ti me s ca l e s a nd co ordi na ti on of the mobi l i s a ti on pl a n to be a gre e d for me e ti ngs a nd moni tori ng.
I ntroducti on of the Contra ct Ma na ge r to the Sci e nce UK Ltd FM te a m a nd s i te
PCS ope ra ti ona l ma na ge me nt to me e t TUPE e mpl oye e s . Fi rs t TUPE cons ul ta ti on to be ca rri e d out i n a
group. I de nti fi ca ti on of a ny va ca nci e s . Re port to ELAS (PCS Empl oyme nt La w Advi s ory Se rvi ce ) cc to Sci e nce
UK Ltd Hr De pt a nd FM Ma na gme nt. Agre e Dre s s code for a l l s ta ff wi thSci e nce UK Ltd FM Ma na ge me nt.
Proforma i nvoi ce ra i s e d to be a gre e d wi thSci e nce UK Ltd a nd a ny purcha s e orde rs a gre e d. Al l I T s ys te ms
to be e s ta bl i s he d for docume nta ti on a nd proce s s e s to be a gre e d a nd s ha re d wi th Sci e nce UK Ltd. Al l
a dmi ni s tra ti on for the ma na ge me nt of the s e rvi ce to be s e t up a nd a gre e d wi th a l l re l e va nt de pa rtme nts .
De fi ne Spe ci fca ti ons a nd work duti e s worki ng cl os e l y wi thSci e nce UK Ltd FM te a m
Pe rs onne l l i ve ry a gre e d wi th Sci e nce UK Ltd a nd orde rs pl a ce d
2nd Tupe cons ul a ti on for one to one 's to be he l d a nd a l l DBS pa pe rwork to be ha nde d out. Al l uni ons to
be i nvi te d to the me e ti ng
Equi pme nt/Ma te ri a l I nve ntory produce d a nd orde re d
PCS to compos e Monthl y Tra i ni ng Pl a n a nd Ma tri x. A copy of the tra i ni ng ma tri x to be di s tri bute d to
Sci e nce UK Ltd FM Ma na ge me nt.
PCS Mobi l i s a ti on te a m to me e t wi thSci e nce UK Ltd FM te a m to a gre e a Se rvi ce Le ve l Agre e me nt a nd to s e t
KPI 's a nd s e t ta rge ts for the KPI 's
Me e t wi th Sci e nce UK Ltd He l p de s k a nd s ha re i nforma ti on a nd s e t up re qui re d proce s s e s
De l i ve ry of a l l cl e a ni ng ma te ri a l s to the s i te a nd di s tri buti on of the cl e a ni ng ma te ri a l s to a l l s tora ge
a re a s on the we e ke nd or da y be frwe comme nce me nt of the contra ct
Subcontra ctors l i a s on & fi na l i s a ti on
Conti nge ncy we e k
Fi na l mobi l i s a ti on re vi e w wi th PCS ope ra ti ons te a m/Sci e nce UK Ltd ope ra ti ons te a m a nd the PCS
Ope ra ti ona l Di re ctor, Ga ry La wl e y,
PCS GO LI VE
Compa ny I nducti on for a l l e xi s ti ng re s ource .He a l th & Sa fe ty/Envi ronme nta l Tra i ni ng, Sa fe Me thods of
Cl e a ni ng Tra i ni ng
Compa ny I nducti on for a l l Ne w re s ource . He a l th & Sa fe ty/Envi ronme nta l Tra i ni ng, Sa fe Me thods of
Cl e a ni ng Tra i ni ng,
Ri s k As s e s me nts to be ca rri e d out to a l l a re a s .
Di s tri buti on of Sa fe ty Docume nts /Fi l e toSci e nce UK Ltd FM Te a m.
Ope ra ti ona l Ma na ge me nt to unde rta ke a s s e s me nts on a l l s ta ff a nd produce i ndi vi dua l Tra i ni ng a nd
De ve l opme nt Pl a ns .
Di s tri buti on of a l l COSHH da ta s he e ts to a l l cl e a ni ng s tora ge a re a s
Contra ct Ma na ge me nt Re vi e w
PCS mobi l i s a ti on te a m for cl e a ni ng to conduct a thorough a udi t to a l l a re a s a nd provi de progre s s re port
a nd a na l ys i s of progre s s for i mprove me nt
Ful l re vi e w of pe ri odi ca l pl a n a nd progre s s to e ns ure a l l works a re ca rri e d out.
Contract Management Review betweenScience UK Ltd FM and PCS Operational Team
Full review of all processes between PCS andScience UK Ltd and produce a continuous plan for improvement
Science UK Ltd The PCS Group
roup 2 Month Mobilisation – learning the Ethos of
Science UK Ltd
Contract Mobilisation Learning the Ethos of Science UK Ltd, we see as
being paramount to delivering an exceptional
Museums are a unique environment and service. PCS will spend the first 2 months working
Contract Mobilisation will take into consideration closely with each department and the FM team
the many common issues when it comes to to find out all idiosyncrasies and to bespoke the
cleaning these buildings. Enhancing the Visitor specification to fit each individual areas and
experience is key to the delivery but the needs. At the end of the 2 months PCS will
recognising that dust particles, salt, general soil provide Science UK Ltd with a comprehensive
and even dead skin cells and hair have the report which will capture all elements of the
potential to damage artworks is crucial to how service delivery and any recommendations we
the cleaning is delivered and the standards may have which will improve the service and
required. Dust can absorb moisture. It affects the provide Best Value. Should there be any savings
humidity in confined areas if not dealt with. It’s PCS will give back these savings either in
therefore very important to control dust in every financial or service enhancements. PCS
main exhibition area. Without doubt PCS delivering a dynamic service to Science UK Ltd
recognise that a day cleaning presence is this will be achieved by the vigorous
critical to maintain these levels and ensuring that management of all services and products used
all donors and stakeholders can be confident of to fulfil the terms of the contract. This will be self-
the environment for the artworks. Part of the delivered. Essential to this will be regular and
mobilisation will encompass a training module robust communication with Science UK Ltd
for staff in the cleaning of unique environments. management maintaining dynamic contract
The Contract Manager whom we would management.
propose for this Contract, Robert Starykiewicz,
has been with PCS for over 27 years and has vast Contract Management
experience in delivering services into unique PCS will provide a Contract Manager dedicated
environments. Part of his portfolio is the Natural to the contract, working as part of the team to
History Museum where he has delivered an deliver the best service while helping deal with
exemplary service since 2001. and solve challenges as they occur. He will be
strongly supported by Sharon Barnett (Senior
The contract will be organised and managed by Operations Manager) and have the support of
Robert Starykiewicz. He will work closely with the the company specialists in all disciplines. All PCS
supporting cleaning operatives. It is this Contract Managers undergo NVQ level three
Contract Management team which, using its management training.
knowledge, training and IT support, will deliver
quality and consistency of service. This team will This person will work on a flexible contract
be strongly supported by the Operations enabling interaction will all team elements
Manager Sharon Barnett, and have the further including AM and PM shifts. They will be working
support of Gary Lawley, PCS Operations Director. closely with the Science UK Ltd FM Team to
The Contract management team will work ensure continuity of a good service and
closely with Science UK Ltd own FM team, as we continually improve services to assist everyone.
see really close and good communication being They will be responsible for organising all training
crucial to fulfilling this contract. PCS staff are including Health & Safety training to all staff. This
mostly organic and have been trained and will be delivered with regular via training sessions
inducted into the PCS approach of delivering and Tool Box talks. They will also be responsible
exceptional standards. We work closely with our for implementing incentive schemes for cleaning
clients to ensure all their customers, visitors and operatives. The Manager will carry out jointly
staff will enjoy the experience and the high with the supervisor and the FM team, weekly
standards of cleanliness which PCS deliver to and monthly building inspections against
match the standards that Science UK Ltd have rigorous KPIs using PDA’. These will be accessible
already set themselves. immediately to the client using a tablet auditing
We have thought long and hard about the system. They will also be responsible for the
staffing resource necessary to deliver the service comprehensive Monthly Management Reports
level efficiently and competently and to deliver recording both bouquets and brickbats, along
a high quality, seamless service. We will achieve with a detailed cost analysis with indications of
this by: potential future savings/cost overruns. This
person will have the responsibility for the budget
and the contracted hours and will work closely
Science UK Ltd The PCS Group
roup Cleaning Operatives AM
PCS would insure that incentive bonuses will be
with the Working supervisor to ensure a dynamic implemented and staff will be audited on time
delivery within the contracted hours. They will keeping through the use of TIMEGATE which all
provide specialist support and advice for the staff will use. They will be managed daily by the
cleaning team and the security staff. The Supervisor, who will ensure all training is up to
Contract Manager will have the active back up date and all staff will be encouraged to further
of PCS Help Desk to manage and advice on the their training and skill base within the PCS in-
delivery of the services. At the start of the house Manager Lissoune Ndaiye. They will work
contract they will bench mark and identify as a team to deliver the cleaning on the training
standards and will deploy resources to bring any floor within the time required. They will be
areas which may require an uplift back up to the incentivized by financial rewards for
required standard. performance delivery. Cleaning Operatives will
be trained in the use of approved products,
Complaint Proposal environmentally friendly and effective cleaning
The compliant proposal is based on providing agents and also in the delivery of all periodical
the cleaning in line with the TUPE information. works, e.g. wet scrubbing floors to the strip and
This is to have 7 cleaning operatives AM for 2 resealing of floors. They will all work as a team
hours shifts who will clean all areas to the and under the management and supervision will
specification. They will be supervised by a deliver a continuous cycle of improvement
Working Supervisor. The Supervisor role will through deep cleans and periodical works,
continue to become the Day Janitor and this which will be logged and reported within the
operative will be the first point of contact with Monthly Management Report. They will be
the Science UK Ltd FM Team. The restaurant will versed in intelligent cleaning and Room Service
have a full time cleaner for only one day per Cleaning and will have a full understanding of
week. The resource will be flexible and can be the ethos of Science UK Ltd and the service
uplifted at any time to meet the requirements of delivery that is expected. Absences and sickness
Science Uk Ltd. The Contract Manager will be of these staff will be covered by our pool of fully
responsible for all training and staff development trained pool of support people. This team of staff
and for incentivising the staff to reach targets. will be ghosted to the site in the mobilisation
They will carry out daily audits regularly across period of the contract and will have all the
the estate which will be driven by the SLA and relevant checks and training to be able to
they will organise remedial action for any issues provide immediate cover.
which may occur. They will work closely with the
operatives and will deliver all Training Sessions The Alternative Proposal
and Tool Box talks. They will implement and PCS have looked at the structure of the current
maintain information signage to inform staff of cleaning operation and have taken into
cleaning operations. They will ensure all consideration the growth and restructure of the
washrooms have a current check list and will Newport Street Gallery going forward. This has
audit as a matter of course to ensure the lead PCS to provide an Alternative Proposal. This
washroom standard reflects the check list. A proposal of hours allows for more Day cleaning
tablet auditing system will produce reports which as we see this as crucial to maintaining the
will be connected to the integrated reporting standards and reducing the risk of
system. They will implement the ‘Room Service if contamination from outside elements and
agreed; initiative (see description in innovations) enhancing the audience experience. It will allow
for all areas and will regularly update the Senior for the new administration areas to be cleaned
Operations Manager on the completion of throughout the day and kitchen areas and
works. They will be instrumental in ensuring that toilets will be to the highest standards and will
the training matrix is up to date and that all staff only need a maintenance clean in the mornings.
are performing to their ultimate capacity. As The main Reception is a key area to maintain
part of our CSR, PCS we will actively encourage throughout the day to ensure prevention of dust,
the Contract Manager to operate reward soil and grit elements entering the building. PCS
schemes for Environmental initiatives. (An ideas will agree the timing of the shift with Science to
box is placed for the operatives to put forward have the hours at the busiest times. This shift will
any ideas. Should they be implemented they are have an element of flexibility and should the
rewarded.). The Contract Manager will also gallery have a new exhibition and wish to move
reward staff for handing in lost property etc as the resource to accommodate the requirement,
PCS believe in rewarding good practise. They will this will be organised by the Contract Manager.
work closely with Science UK Ltd to pre plan all
periodic works and the carry out of any
additional adhoc cleaning.
Science UK Ltd The PCS Group
roup scrubbing floors to the strip and resealing of
floors. They will all work as a team and under the
Cleaning Operatives AM management and supervision will deliver a
They will be managed daily by the Contract continuous cycle of improvement through deep
Manager, who will ensure all training is up to cleans and periodical works, which will be
date and all staff will be encouraged to further logged and reported within the Monthly
their training and skill base within the PCS in- Management Report. They will be versed in
house Manager Lissoune Ndaiye. They will intelligent cleaning and Room Service Cleaning
concentrate their resource on the Gallery floors and will have a full understanding of the ethos of
and Main Reception. All other areas will be Science UK Ltd and the service delivery that is
maintained throughout the day and will only expected. Absences and sickness of these staff
require maintenance cleaning in the AM shift. will be covered by our pool of fully trained pool
They will work as a team to deliver the cleaning of support people. This team of staff will be
within the time required. They will be incentivized ghosted to the site in the mobilisation period of
by financial rewards for performance delivery. the contract and will have all the relevant
Cleaning Operatives will be trained in the use of checks and training to be able to provide
approved products, environmentally friendly immediate cover.
and effective cleaning agents and also in the
delivery of all periodical works, e.g. wet
13. REFERENCES
Please supply the names of two other organisations to whom you have supplied similar products/
services) and value of the contract during the past two years, who may, if necessary, be
approached for references
13.1 Trade References: The Natural History Museum
Name of Client: The Function Office
Address of Client: Cromwell Road
SW7 5BD
13.2 Contact name: Nigel Mullins
Contact telephone number: 0207 9425273
Contact fax number: N/A
Contact email: n.mullins@nhm.ac.uk
Period of contract: 1999 Start date – to Present
Annual value of contract: £119,320.00 per annum
Name of Client: The Royal Geographical Society
Address of Client:
1 Kensington Gore, London, SW7 2AR
Contact name:
Contact telephone number: Diego Fernandez
Contact fax number: 07591649305
Contact email: N/A
Period of contract: d.fernandez@rgs.org.uk
Annual value of contract: 2005 to present
£171,626.00
Science UK Ltd The PCS Group
roup
Our experience of similar environments
The Royal Geographical Society is situated in Kensington Gore, and as well as its well-known work
dedicated to the development and promotion of geographical knowledge, its home plays host to a
busy and diverse range of Royal, corporate and private users of its prestigious accommodation for
launches, talks, exhibitions and entertainments. The Society has embarked on an ambitious strategy of
continuously improving its offer to the visitors to its building, and our team of permanent security and
event hosting/Cleaning staff play a pivotal role in this. We work closely with the society to enhance the
visitor experience through our ongoing investment in training, particularly in the area of customer service,
our staff trained to be comfortable and proactive in engaging with visitors, putting them at ease and
proffering friendly help and advice. Each member of the team works through a training matrix including
video and ‘What if?’ scenarios, recorded on their personnel records and shared with the society. The
core of this team has been at Kensington Gore since 2005.
PCS provide a full complement of Event Staff, porters, cloakroom, catering, Waiters and waitresses,
cleaning and floor attendants have been an integral part of the event department at the Natural History
Museum since 2001. Their task is to prepare the ground for whatever use the halls and rooms of the
museum are being put to, be it film launches, fashion shows, private dinners or weddings. For an evening
event the team may number more than seventy, spread over different rooms and spaces, working as
one with the Museum’s Event Management and engaging with visitors and guests. The whole operation
has long been organised and managed by our event managers and supervisors. This is demanding work,
each event tailored to the exacting requirements of the client/visitor and our own team managers are
very much part of the museum event preparation effort, and the same managers play their part in the
debrief.
At The Financial Conduct Authority on Canary Wharf the country’s front line financial regulatory body is
host to over three hundred people daily and our staff are part of the front of house team which walks the
building ready to help and direct and engage with visitors. Customer Service training is delivered as part
of the weekly staff training talks ensures this engagement is welcomed and appropriate. PCS have
provided Cleaning, Security and Waste Management to the FCA for over 6 years and have a team of
staff versed in the Customer Service experience.
Science UK Ltd The PCS Group
roup
Natural History Museum PCS take particular care in preserving the
diverse building materials including terracotta
PCS has provided cleaning and Event Staff and tiling, flooring such as marble, mosaics, parquet
porter services to the Museum’s Conference and etc. It is essential to this The Natural History
Events Department since March 1999. In the Museum that we understand and fully
evening as soon as the last visitor leaves the appreciate the importance and sensitivity of this
museum, a whole team of people quickly aspect of contract management and we
transform the main hall and other areas into demonstrate this by having the required
magical sets for parties, promotional events, knowledge and experience to clean, respect
dinners and presentations. The PCS team is part and protect the environment therefore ensuring
of a military-like organisation, involving electrical its long-term future. The utmost importance is
contractors, caterers and musicians, ultimately demonstrated to ensure that the exhibitions,
co-ordinated by the Museum’s own operational priceless objects and artefacts, building and
managers. materials are protected and safeguarded to the
highest standards at all times. There is a
PCS has a core team of supervisors and regular particular emphasis on training staff to ensure
workers and cloakroom personnel; their number that this culture and attitude is strongly
can be rapidly expanded to accommodate the reinforced from the outset.
needs of the client at busy times, particularly in
the run up to Christmas and all-night Services provided:
spectaculars, such as the launch of a Harry
Potter book. The museum will often host more Cleaning
than one event at the same time in different Event Staff inc Waiters/Waitresses, cloakroom,
parts of the building; on one evening last year Washroom Services
PCS had over 100 staff working in the building, Consumables Supply
each closely supervised and integral to the Cloakroom Services
overall management of the event. The PCS Porterage
Group are used to an ever-changing nature of Carpet Cleaning
exhibition, corporate event, gallery and general Waste Management
works programme. Maintenance
Hard Floor Maintenance
Science UK Ltd The PCS Group
roup
The Royal Geographical
Society
PCS has provided security services to the RGS as
well as, cleaning, cloakroom and porter services
to the Societies Conference and Events
Department since 2005.
The Royal Geographical Society is situated in Services provided:
Kensington Gore, and as well as its well-known
work dedicated to the development and Security
promotion of geographical knowledge, its home Concierge
plays host to a busy and diverse range of Royal, Event Cleaning
corporate and private users of its prestigious Washroom Services
accommodation for launches, talks, exhibitions Consumables Supply
and entertainment. The Society has embarked Cloakroom Services
on an ambitious strategy of continuously Porterage
improving its offer to the visitors to its building, Carpet Cleaning
and our team of permanent security and event Waste Management
hosting staff play a pivotal role in this. We work
closely with the society to enhance the visitor
experience through our ongoing investment in
training, particularly in the area of customer
service, our staff trained to be comfortable and
proactive in engaging with visitors, putting them
at ease and proffering friendly help and advice.
Each member of the team works through a
training matrix including video and ‘What if?’
scenarios, recorded on their personnel records
and shared with the society. The core of this
team has been at Kensington Gore since 2005.
Science UK Ltd The PCS Group
roup buildings which are heritage and numerous
other office blocks located throughout the site.
Royal Horticultural
Society Gardens - PCS also provide the cleaning for the Royal
Nationwide Horticultural Society head office in Victoria
Square. This building was built in 1804 and is an
The activities of the RHS are focused on eclectic mixture of new and old. Lindley Hall
delivering a real benefit to all those involved and holds many Shows from the ‘London Fashion
interested in horticulture and gardening in the show’ to Monthly Flower shows. It is versatile in its
UK, as well as achieving our strategic objectives. use and PCS work closely with the FM
management to be flexible with the cleaning to
The RHS owns four gardens across the UK: Wisley accommodate the different up lifts required.
in Surrey, Harlow Carr in North Yorkshire, Hyde PCS also supply Cloakroom, Porters, and security
Hall in Essex and Rosemoor in Devon. In 2012/13 for events held at Lindley Hall and in Vincent
they welcomed more than 1.76 million visitors. Square.
PCS work in partnership to deliver cleaning
services to all areas of the gardens, from All the gardens face challenges to maintain the
prestigious areas such as the ‘Glass House ‘in high standards that the members expect. PCS
Wisley and all the front of house shops and works in partnership with the Royal Horticultural
cafeterias. PCS provide day time and evening Society to bespoke the services to fit their
cleaning to numerous Restaurants, cafés and requirements.
snack bars which have extremely high footfall
throughout the year. All gardens have training Services provided:
centres and staff rest areas which face
challenges with the seasons. RHS Wisley has the • Daily Cleaning
additional challenges of large administration • Evening Cleaning
• Day Time Cleaning/Housekeeping
• Consumables Supply
• Periodic Cleaning
• Window Cleaning
• Carpet Cleaning
• Porterage
• Laundry/Storage of ‘Show’ volunteers
uniforms
• Washroom Services
• Event Staff (Security, Porters, Cloakroom,
Catering)
Science UK Ltd The PCS Group
roup
BUSINESS AND TECHNICAL CAPABILITY
13.1 Policy Documentation
Please provide (separate from this response) the following policy documents and indicate
against each item below that this has been completed.
Quality Policy
Health and Safety Policy
Training Policy
Environmental Policy
Equality Policy
Sustainability Policy
Staff Handbook
These can all be found in Supporting Documents.
14. TRAINING Y The PCS Group have their own In-House trainer,
Lissoune Ndaiye. Lissoune’s CV can be found in
15.1 Does the company have supporting documents. Lissoune has been tasked
a dedicated Training Officer with the project of managing and implementing all
or person with responsibility training all staff for the Science UK Ltd.
for Training?
15.2 Please describe what training systems would be utilised for the delivery of this
contract.
With Lissoune’s experience she will assess all All training and skills will be assessed in the
staff’s individual training needs and assess all mobilisation period and Training plans and
their skill bases. This information will form the new schedules will be implemented. There will be no
Training Matrix going forward. Any weaknesses cost to the client for any training including any
we may find in our Day Time Team, will be external training. Training for the waste
assessed and addressed with Hospitality courses management and recycling within school will be
and customer Services courses. All AM staff will held on a monthly basis and in the form of ‘Tool
be part of all refresher courses, which will Box Talk’ and we will be inviting our
Lissoune will manage and audit. All staff who are environmental partner ‘Paper Round’ to deliver
the face of PCS will need to meet to a strict presentations to the staff at arranged meetings
criterion and these key people where to give PCS staff a more in depth understanding
applicable will be mentored through of waste management and recycling and how it
management training courses and skill-based impacts on your carbon footprint.
courses for specialist works. Lissoune would
ensure that all employees are strictly diligent in Induction Training
their knowledge not to touch/dust or clean any All staff are to undertake a company and a site-
of the pictures or artworks. specific induction during the mobilization period.
PCS have their own in-house training officer who
Specialist Floor Cleaning is responsible for delivering the training at site in
Floor training for the cleaning of polished conjunction with the Contract Manager. A
concrete floors and Terrazo floors with inlays will record of induction training is included on their
be carried out in the mobilisation as it is work file and is continually refreshed regularly.
imperative to use PH Neutral products and soft
pads for the burnishing on concrete floors to Induction training includes but is not limited to:
prevent the concrete dulling and water based Health & Safety, Welfare Facilities, Team
metallised emulsions polish pulse mops with introduction, Introduction to the specification for
microfiber heads to avoid the deposit of cotton the contract, Policies and Procedures,
residues on the terrazzo floors and the Terrazo Equipment Training, Values and Cultures,
floors with inlays.
Science UK Ltd The PCS Group
roup believes in the development of staff. All contract
managers for PCS are organic and will complete
Hospitality Training Customer Care Training, NVQ Level 3 in management as a minimum
Safeguarding and Prevent. requirement. They are also encouraged to
further their careers at every opportunity, as is all
Refresher Training part time cleaning staff.
Refresher training will be delivered through
Toolbox talks monthly, recorded on the Training Training of Relief Staff
Matrix. Staff are actively encouraged to learn Where possible cover is provided by the on-site
new skills and innovations to further their career team – coordinated by the Contract Manager.
with PCS. Training of on-site staff is planned to ensure that
Industry Qualifications the on-site team are familiar with and trained
Although not a compulsory requirement many such that they can provide relief cover. All of our
staff have achieved cleaning industry relief team have worked supervised and
qualifications including BICS 1 qualifications and monitored shifts on site prior to attaining that
CPSS and COPC cleaning certificates status of relief cleaners. They are fully
conversant of the building, the cleaning regime
Additional Qualifications and the managers.
The PCS training programme also provides all
staff, especially cleaning staff the chance to Please see an Example Training Matrix below:
take English and ITC to NVQ level 2 for free. PCS
PCS TRAINING MATRIX SCIENCE UK LTD
SITE: SCIENCE UK LTD Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19
MONTH
Customer Care Team Working Cross Building Recycling Use of Electrical Building Manual Colour Coding PPE & Safety Slips, Trips & Working at
Tool Box Talk Contamination Defects Initiatives Equipment Hazards Handling Equipment Falls Height
Special Training Reporting Reporting Techniques
EMPLOYEE NAME COMPLETION DATE DATE DATE DATE DATE DATE DATE DATE DATE DATE DATE DATE DATE
ROLE
PCS GROUP
TEL: 0207 6090044
www.thepcsgroup.co.uk
Science UK Ltd The PCS Group
roup We have supplied a copy of our Modern Day Slavery
Policy in Supporting Documents.
15. MODERN DAY SLAVERY
The PCS Group is committed to driving out acts of
Y modern day slavery and human trafficking within its
business and that from within its supply chains,
16.1 Do you have an Anti- including sub-contractors, and partners. All sub-
Slavery and Human Trafficking contractors policies must be in line with the PCS
Statement & Policy? If so, please policies and guidelines and are required to evident
provide an electronic copy. this before commencement of work.
The Company acknowledges responsibility to the
Modern Slavery Act 2015 and will ensure
transparency within the organisation and with
suppliers of goods and services to the organisation.
These as well as the suppliers of services make up the
supply chain within The PCS Group. As part of the
companies due diligence processes into slavery and
human trafficking the supplier approval process will
incorporate a review of the controls undertaken by
the supplier. Imported goods from sources from
outside the UK and EU are potentially more at risk for
slavery/human trafficking issues. The level of
management control required for these sources will
be continually monitored. The company will not
support or deal with any business knowingly involved
in slavery or human trafficking. The company
Directors and senior management shall take
responsibility for implementing this policy statement
and its objectives and shall provide adequate
resources (training, etc ) and investment to ensure
that slavery and human trafficking is not taking place
within the organisation and within its supply chains. A
full copy of this policy and a copy of the Modern
Slavery Act 2015 is accessible to all employees
electronically and can be obtained from the HR
department upon request. This policy statement will
be reviewed annually and published. This Policy
takes into account, and supports, the policies,
procedures and requirements documented in our
Integrated Management System, compliant with the
requirements of ISO 9001:2008, ISO 14001:2004 and
OHSAS 18001:2007.
Science UK Ltd The PCS Group
roup
16. QUALITY, WASTE AND ENVIRONMENTAL MANAGEMENT
17.1 Do you employ a full Y Name: Nicola Hull of JR Consultants
time Quality or Position Senior Health and Safety Consultant
Environmental Qualification Dip NEBOSH Grad IOSH
Manager/Consultant? Contact Details
Tel; 01268 758000
Fax; 01268 757500
17.2 Please describe your Environmental Management System including relevant
procedures, particularly those covering waste management.
The PCS Groups entire business is covered by our ISO 14001 accredited environmental management
system. We take every possible step to minimise the environmental impact of our operations, both at
our sites and those of our clients. We comply with all relevant legislation and guidance to ensure we
are a valuable part of our client’s CSR programmes.
We have included our waste management process below and will be happy to provide any further
supporting detail as required by Science Club UK Ltd.
Identification of item being Can the container be Waste provider to
required to be removed corrected identified for the communicate process to all
Waste item? parties
Confirmation of the Waste If yes, complete waste Confirmation to proceed
item- Hazardous, WEEE, process. If no, is the
General, Mixed Recycling nominated waste contact
details available
Does the item need to be Contact Waste provider for Confirmation of removal
stored separately, washed confirmation and advise for with associated EA
out, have specific analysis storage and removal process documentation and in line
completed such as MSDS with relevant Waste
sheets completed? legislation
Science UK Ltd The PCS Group
roup
17. WORK WEAR
Please give details of work wear/uniform/ID – logos etc. and quantities provided for
operatives
We recognise the importance of providing a suitable uniform for a client like
Science UK Ltd – you are a high profile, high class organisation, so everybody on site associated
with your organisation needs to promote and support your brand.
Accordingly, we will work with you to design a suitable uniform that enables your
operatives to safely deliver the agreed specification while blending into your day to-
Day operations. Every operative will have a PCS ID with them, and be able
to produce it on demand.
Tailored to suit you
We provide a wide range of uniform options, including single / duel logos (some
of our clients prefer to only have their logos on the uniforms) and clothing items
to suit the environment that is being cleaned (e.g. branded waterproofs / cold
Weather items where required). We see the Day Cleaners/Janitors to be the face of PCS and
Science and would recommend they are livered in high quality uniforms with clear ID displayed
81
We will set the standards for correct dress and apply them rigidly, as we know
That any cleaners who come into contact with members of the public are seen as part of
Science Uk Ltd. All staff uniforms will be audited as part of the SLA to ensure a high quality
representation at all times.
A fully managed process
Uniform is extremely important for the transferring staff not only in gaining an identity as part of
the PCS team but also to ensure their comfort and safety in their everyday jobs. We will take
sample uniform to the initial staff meetings to ensure we are able to accurately collate the sizes
for the team. This will also enable plenty of lead time to ensure everyone is suitably attired from
day 1. Samples of the uniform will be supplied for your consideration and our suppliers
are able to adapt accordingly for any specific requirements. Quantities are tailored to match
the requirements of the contract but we always ensure that your operatives have sufficient
quantities of uniform to meet the expected standards. Please see example of bespoke uniforms
below.
Science UK Ltd The PCS Group
roup
18. EQUIPMENT AND CLEANING CHEMICALS SCHEDULE
PCS are an ISO 14001 accredited company and part of our sustainability we have partnered a
manufacturer in producing our own branded products which are all ECO friendly. The PCS
Consumables can be used on all surfaces and with excellent training in the use off are competent
cleaning agents which help to decrease organisations Carbon Foot Print. In the mobilisation period
PCS would like to recommend to Science UK Ltd the Lotus Pro Systems method of cleaning which
PCS are actively working with clients to reduce their carbon footprint with new innovations which
are sustainable. We have recently installed into the Financial Conduct Authority a chemical free
cleaning system which is called Lotus Pro which mixes ozone with water which creates a powerful
chemical free cleaning solution. This system is over 50% stronger than bleach and more powerful. It
can save up to 50% of cost versus using chemicals. It is environmentally responsible as it breaks
down to water and oxygen once its finished working. It is safe to use, it has no irritants, non-caustic,
no allergy concerns and antimicrobial. It is the smart choice for clients and staff as a one solution for
all needs and believe Science Uk Ltd will benefit from installing. We are happy to organise a
demonstration for you to see the benefits for yourself.
Product Name Proposed Usage
PCS Brentex all purpose Cleaner
PCS Floor Maintainer All areas
PCS Floor Seal Floors
PCS Floor Stripper Floors
PCS Pine Disinfectant Floors
PCS Washroom Cleaner Washrooms
PCS Spray Wipe Sanitizer Washrooms
PCS Stainless Steel Cleaner All Areas
PCS Graffiti Removal Lifts
PCS Telephone Saintizer Where required
PCS Blue Apple Toilet Cleaner Telephones
PCS Lift Off Oven Cleaner Toilets
PCS Ecover Washing Up Liquid Kitchens
Kitchens
Science UK Ltd The PCS Group
roup
Product Name Proposed Usage
Tub Vacuums Numatic Henry Hepa Vacuums
High Speed Floor Machine 15” Victor Sprite High Speed v-15-S-H
Slow Speed Floor Machine Truvox 17” Slow Speed Floor Polisher T-17-S-S
Cleaning Operatives Mobile Trolleys Numatic Porter Cart
Wet Scrubber Numatic TT3450 cordless Wet Scrubber
19. PRICING SCHEDULE
Refer to Pricing Return Form (C) – Please confirm that your pricing provided in document C is
firm and fixed for 12 months (from start of contract) and please detail here, or under separate
cover, your proposed mechanism for any price increase on the anniversary of the contract.
19.1 Please list your total Year 1 price, including all costs, as listed in Pricing Return
Form (C), in both monthly and annual formats.
Wellbeck Street
Compliant - £12,921.12 (£11.70ph) Alternative - £13,476.20 (£10.37ph)
Newport Street
Compliant - £114,955.52 (£14.59) Alternative - £111,869.49 (£15.42ph)
19.2 Please detail below the proposed Year 2 and Year 3 charges and the basis on
which these will be calculated.
Year 2 and 3 increases will be a 3% increase plus, any additional statutory cost that the
Company has or is legally bound to undertake will automatically be recharged to the client at
cost (e.g minimum wage increase, pension 2nd and 3rd year increases if taken up with
employee)
20. GENERAL COMMENTS
Please add any other general comments that you wish to make.
Science Uk Ltd has clearly laid out in this tender process what they are require from the
service provided by its cleaning contractor:
’A reliable and High Quality focused team managed clearly through a combination of
rigorous SLAs and KPIs, employing innovation and creativity, and a commitment to
continuous improvement through working in partnership with the Science Uk Ltd estates
operation and working to the High standards set by Science UK Ltd’
Science UK Ltd The PCS Group
roup
The PCS Group has approached these requirements with a fresh vision for the delivery of the
service and the quality of service to be delivered. Our project team consists of operations
people versed in experience of working in unique environments and innovation, motivation
and getting the best out of their team delivering value for money solutions. A sustainability
ethos runs through the company focused on the correct way of doing things for all our people
and our environment.
PCS has looked at the productivities for the Early morning cleaning and feel the abundance of
hours would be better spent in Day cleaning to be able to limit the amount of dust, soil, dirt,
human skin and hair which all has an adverse effect on the environment. Dust can absorb
moisture so it can affect humidity in confined areas if not dealt with. By introducing more day
cleaning the residue from shoes etc from the outside can be dealt with continually
minimalizing the effect of the humidity which can cause damage.
Although the productivities are already aggressive, due to the high day presence we feel that
it is possible to create further efficiencies. Should we be successful with our bid, we would like
to work with Science UK Ltd in understanding the demands their ethos more thoroughly and
over a 6 month period redefine the Day Cleaning Regime to enable further cost savings with a
more productive team. Our goal will be to enhance standards, increase satisfaction and
create efficiencies to enable savings to created increasing value for Science UK Ltd.
Service Requirements
In summary, Science UK Ltd requires a full and comprehensive cleaning service including the
cleaning of offices, meeting rooms, conference centres, galleries and Kitchens/Dining Rooms.
We believe to deliver this to the total satisfaction of our client, our delivery model must be
robust and at the same time flexible. We have thought hard about this and so have allowed
for flexible employment contracts and a dynamic management team. All of this is to be
delivered within the framework of an Output based specification, defined and managed
through a service Level Agreement and regular KPI inspections.
The first point of contact for all communication relating to this project is Elaine Hill on 07813
906142, at ehill@thepcsgroup.co.uk .
Our Experience in Delivering similar Projects
As well as commitment and innovation, PCS brings significant experience to Science UK Ltd.
The company is nationwide, and has a passion for the business of working closely with and for
clients to deliver excellent, fit for purpose service. Our Operation Managers work very closely
as a team, pooling together experience and resource; the expertise of Robert Starykiewicz in
delivering services of a similar nature to the Natural History Museum and the Royal
Geographical Society and many more branded clients such as Gucci where Robert has
delivered and maintained exceptional standards for over 14 years.
Details of the Approach we would take to provide the service
It is our intention to continue to deliver the service through a combination of Early Morning,
day cleaning personnel organised and managed by permanent onsite management and
supervision. The onsite manager, forms part of the contract Senior Management Team,
consisting of Robert Starykiewicz - Contract Manager – Sharon Barnett – Senior Operations
Manager, and Gary Lawley - Operations Director. The cleaning team will be incentivised to
produce excellent attendance statistics through attendance bonuses, and Quality rewards
linked directly to KPI inspection results (we would hope to include the Science UK Ltd Estates
team in this process). A rigorous regime of daily and weekly checks has been planned for
against a detailed set of Key Performance Indicators (KPIs) feeding into the Management
Information system. Monthly Management Reports will be delivered electronically through
tablet auditing to the Sotheby’s FM team by the onsite cleaning manager and the PCS
Operations Manager.
Contract Mobilisation
We have discussed this in some detail elsewhere; however, as part of the mobilisation
programme, a detailed audit will be made of the condition of the property within the remit of
the contract, and a detailed programme of uplift work be agreed with Science UK Ltd (should
Science UK Ltd The PCS Group
roup
this be necessary) to be delivered over the first month of the contract once in operation. This
we see as essential in establishing a first-class standard from which to drive forward the service
delivery.
Staffing...and our people
There is an existing, experienced workforce, a contract and service to deliver, and a client
which has a brand and high expectations; we passionately believe these things are not
mutually exclusive, and we will work tirelessly to that end. Following a contract transfer,
existing staff will be encouraged to step forward for training and induction to deliver and meet
our service expectations, and we have the management team with the experience and
expertise to make this happen.
In conclusion, we believe, after a great amount of thought and consideration that our
company, PCS has all the strengths and qualities to exactly meet the requirements of Science
UK Ltd’s, and we know that it would soon form a pillar of the Science UK Ltd offer to its staff
and its visitors.
Science UK Ltd The PCS Group
roup
TENDER CHECKLIST
I/We confirm that this Response is in conformity to the Conditions and requirements stated in
the documents supplied to us and that the following documents have been inserted at the
appropriate section within the Tender documentation:
Tick
Insurance Certificates
Quality Assurance Certificates from professional
or trade bodies
Company Organisational Structure Chart (if
available)
Key Management Biographies (if available)
Any relevant policy documents
Quality Policy
Health and Safety Policy
Environmental Policy
Equality Policy
Sustainability Policy
OHSAS 18001
Staffing structure, job descriptions
Anti-Slavery and Human Trafficking Statement
& Policy
Other documents included:
(Please itemise)
3a Horseshoe Close, Oxgate Lane, London, NW2 7JJ
t: 020 7609 0044 f: 020 7697 8067 w: thepcsgroup.co.uk
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