❓ A parliamentary question regarding the Department of Housing's new Head Contractor Maintenance Model, specifically focusing on KPIs, performance, and departmental satisfaction. The answer reveals concerns and ongoing efforts to improve the model's effectiveness.
AnsweredQoN 2929Legislative Council
QuestionView source ↗
I refer to the Department of Housing’s new Head Contractor Maintenance Model, and I ask -
(1) What are the key performance indicators (KPI’s) and targets, that contractors are required to meet in the delivery of maintenance to the State’s public housing stock?
(2) Can the Minister list the figures against each KPI and target by head contractor and by zone?
(3) Is the Department satisfied with the performance of each head contractor as measured against the KPI’s?
(1) What are the key performance indicators (KPI’s) and targets, that contractors are required to meet in the delivery of maintenance to the State’s public housing stock?
(2) Can the Minister list the figures against each KPI and target by head contractor and by zone?
(3) Is the Department satisfied with the performance of each head contractor as measured against the KPI’s?
AnswerView source ↗
Answered
23 November 2010
Responded by
Leader of the House representing the Minister for Housing
Response time
34 days
The Department of Housing advises:
(1) Key performance indicators:
· Job orders completed on time for Emergency works - 3hours;
· Job orders completed on time for Priority works - 48 hours;
· Job orders completed on time for Routine works - 14 calendar days;
· Job orders completed on time for Major works - 28 calendar days;
· Agreed completion time for vacant premises to deliver a Corporate Target of 7 days Average for the State;
· Contractor availability and Completion of After Hours Emergency Maintenance necessary works;
· Appointments made with Tenants as agreed in the Service Level Agreement
· Tenant sign off of works completed as agreed in the Service Level
(2) The Head Contractors will be monitored against the KPIs from 1 February 2010.
(3) The Minister has previously noted his concerns with the performance of the Head Contractor Model and has put the parties on notice. The Department has established four dedicated project teams working on:
· Resolving immediate issues and achieving early improvements in performance by Head Contractors
This team is focusing on getting rapid improvements in the response rate by the Head Contractors in emergency, priority and routine maintenance jobs.
· Planning for longer term and sustained performance issues
This team is working to ensure the operations of the Head Contractor Model are sustainable, and that when the project teams complete their work, the new maintenance system is able to continue delivering benefits into the future.
· Resolving Information Systems issues and developing reliable systems to manage operational issues
The Head Contractor Model relies on robust computer systems and software to achieve the efficiencies and cost savings contemplated by the new model.
The team working in this area is working to deliver permanent solutions to the systems challenges in this complex model.
· Contract management
This team has the responsibility of monitoring the contracts at the core of this model and ensuring the Department has proper oversight of the contracts.
Results thus far include:
? Improved flow of payments to the Head Contractors
? Improved communications and engagement - both internal and external
? Increased focus on compliance
? Improved capture, management and prioritisation of issues
? Improved responsiveness to job orders
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
(1) Key performance indicators:
· Job orders completed on time for Emergency works - 3hours;
· Job orders completed on time for Priority works - 48 hours;
· Job orders completed on time for Routine works - 14 calendar days;
· Job orders completed on time for Major works - 28 calendar days;
· Agreed completion time for vacant premises to deliver a Corporate Target of 7 days Average for the State;
· Contractor availability and Completion of After Hours Emergency Maintenance necessary works;
· Appointments made with Tenants as agreed in the Service Level Agreement
· Tenant sign off of works completed as agreed in the Service Level
(2) The Head Contractors will be monitored against the KPIs from 1 February 2010.
(3) The Minister has previously noted his concerns with the performance of the Head Contractor Model and has put the parties on notice. The Department has established four dedicated project teams working on:
· Resolving immediate issues and achieving early improvements in performance by Head Contractors
This team is focusing on getting rapid improvements in the response rate by the Head Contractors in emergency, priority and routine maintenance jobs.
· Planning for longer term and sustained performance issues
This team is working to ensure the operations of the Head Contractor Model are sustainable, and that when the project teams complete their work, the new maintenance system is able to continue delivering benefits into the future.
· Resolving Information Systems issues and developing reliable systems to manage operational issues
The Head Contractor Model relies on robust computer systems and software to achieve the efficiencies and cost savings contemplated by the new model.
The team working in this area is working to deliver permanent solutions to the systems challenges in this complex model.
· Contract management
This team has the responsibility of monitoring the contracts at the core of this model and ensuring the Department has proper oversight of the contracts.
Results thus far include:
? Improved flow of payments to the Head Contractors
? Improved communications and engagement - both internal and external
? Increased focus on compliance
? Improved capture, management and prioritisation of issues
? Improved responsiveness to job orders
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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