In addition, staff to provide emergency response cover/overtime if required to resolve unplanned emergencies. All personnel on site shall be properly attired in full uniform, including personal protective equipment (PPE) safety shoes and company identification.

The Service Provider must notify the Employer's Representative in writing, together with the particulars as mentioned above, of all subsequent changes to the labour force not more than 7 days after such appointment. Where additional staff are employed by the service provider this should be in accordance with local best practice vetting procedures and documentary evidence provided by the Employer of such upon request.

All Service Provider staff must focus and be familiar with the surroundings of the building, its policies and procedures and must focus on being customer orientated.

4) USE OF PREMISES

An operational office will be identified onsite and will be the primary location for the operational use of the onsite team. The Service Provider will therefore ensure that relevant staff is stationed on-site working from the operational office during the agreed hours throughout the contract period.

All utility costs and cooling costs shall be borne by the Employer however costs relating to the running, upkeep and operation of this office and used by the MEP Service Provider shall be the responsibility of the Service Provider. This includes, but is not limited to: IT connectivity, Consumables, IT Hardware and general Office Furniture.

5)  STORE ROOMS

Where appropriate to the type of service offered and agreed with the Employer’s Representative, rooms for storage of equipment, materials and consumables may be made available to the service provider however the management of the rooms, the stock contained within and the fit out of the rooms with racks and cupboards will be the responsibility of the Service Provider. All fittings and fixtures will be removed by the Service Provider on termination of the contract and the room(s) left in a good condition.

Toilet facilities, changing room and/or eating room including utilities consumption may be available for the use of site staff. However, all furniture and equipment are to be provided by the service provider and removed on termination of the contract. The room(s) must be maintained in a good condition and returned at the end of the contract in the same condition, fair wear and tear excepted.  

7)  OUT OF HOURS SERVICE

The Service Provider shall ensure that an out of hours call-out service is provided for any emergency response maintenance required outside the core operating hours for the site. The call-out service shall be available at all out of business hours every day, including Fridays and Public, State or Religious Holidays throughout the year.

The Service Provider shall ensure that all calls are attended to in line with specified response times. The on-duty staff shall be available by mobile phone and have sufficient support available to deal with all events. A call out escalation process will be available to ensure adequate high level support, should the need arise.

The Service Provider shall ensure that procedures and measures are in place that the services shall remain unaffected out of normal business hours. The Service Provider shall submit a proposed on call structure and procedures to the Employer's Representative’s  evaluation.

8)  EMERGENCY WORKS

The Service Provider will carry out repair and reactive works of an emergency nature “to make safe” the situation. Any material costs likely to be incurred must be discussed with the Employer’s representative using the escalation procedures.

Emergency works are those considered necessary;

• To control a health and safety issue likely to cause harm, injury or death.

• To limit damage and loss and prevent such an incident escalating.

• To prevent interruption of critical services where safe to do so.

Where chargeable extra works are required of an emergency nature, then the Service Provider shall proceed with the works required following verbal authorization to proceed under an emergency works order from a representative of Itihad Community Management. A detailed breakdown will be required of the works undertaken including, but not limited to, engineers report sheet or work completion report, manpower day worksheet, supplier invoices where required. The Service Provider will be reimbursed for all costs incurred under an emergency works order in accordance with the main terms of the agreement. 

9) EMERGENCY SERVICES

The Service Provider shall provide the Employer’s Representative with the contact details and telephone numbers of all its emergency services prior to the commencement date. The Contractor shall provide the Employer’s Representative with prior written notification of changes to any of its emergency service details and telephone numbers.

Definitions of Priority Status are: 

• Emergency: work refers to ‘urgent’ work, and is defined as failure or need for  repair of the installation which constitutes a danger, health hazard, presents a significant business risk, seriously affects occupation, or the building occupants’ or endangers security, and other emergencies such as fire, flood etc.
• Urgent: refers to ‘high priority’ work and is defined as: failures or wants for repair that affects the amenities and presents a business risk, but do not seriously affect occupation, health or building occupants’ operational effectiveness.
• Normal: refers to ‘medium priority’ work and is defined as work or service failure which does not present a significant business or human risk and does not affect occupation, building occupants health or operational effectiveness.
• Scheduled: is the same as normal but requires time in order to procure parts and or services to meet the needs of the call. Rectification works are to be discussed and scheduled with the managers.
• Response time is defined as confirmation of attending the service request and diagnosing the occurrence. 
• Rectification period is defined as a permanent repair, which is a completely safe solution or a temporary repair, which is reasonably safe and secure, followed by a permanent repair, which is planned, scheduled and executed within pre agreed timeframes. 

10) BUILDING PROTECTION SYSTEMS

There are a number of building protection systems within the premises (alarms, fire pumps, back up generator etc) for which the Service Provider is responsible for the regular inspecting, testing, management of servicing and wellbeing in accordance with the UAE Fire and Life Safety Codes of Practice and Dubai Municipality regulations. This responsibility will also include ensuring that these systems are fully operational, necessitating dealing with the Employer’s other specialist service providers to ensure that all maintenance and repair work is carried out in such a manner that it does not result in an exposure of building or occupants to unnecessary risk. When repair works are necessary to the life safety, security or protection systems, the Service Provider shall ensure that such work being undertaken is conducted professionally with necessary approvals and in accordance with the MEP and specialist services scope of works attached (Schedule 2). 

11) SITE PROCEDURES AND RECORDS

The Service Provider should have their own set of policies and procedures to provide quality management, training and the management of health and safety which should be tailored to the requirements of the Premises.

SECTION 2 

1. Work Programme/Schedule (or checklist)

a) GENERAL

As an output specification, the Employer requires that the MEP maintenance and repairs of the common areas will be carried out to an optimum performance level taking into account the use and functionality of each area within the building. Whilst the PPM schedules are an indication of the MEP tasks, they are neither exhaustive nor finite. The objective of the PPM services are to ensure continual availability and prolong the life of the assets being maintained. The contractor should recognize that this is a performance based specification and the Employer is looking to achieve continuous improvements.

b) COVERAGE

The Scope of Works covers all common areas (except units whether retail and / or apartments, unless otherwise stipulated) and facilities for the property. For the avoidance of doubt, common areas include all shafts, ducts, plenums and other enclosed spaces designed to accommodate building utilities, drainage and ventilation etc, whether inside a private unit or not, provided the utility or service is connected to a common network. These areas shall be determined by the common area site survey plans and shall include, but not limited to: -

• All common management and control technologies (BMS, Access controls, VFD Logic control units etc.).

• Common Building MEP HVAC and Fabric general maintenance.

• Car park lighting maintenance and cleaning. Common Building lighting systems maintenance.

• Common use utilities management and meter readings.

• Common paving and car park maintenance.

• Domestic water supply system.

• Internal and external signage maintenance and replacement.

• FAHU maintenance.

• LV panel maintenance. (No switchgear testing including current injection capacitor bank testing and DEWA meter testing).

• Scheduling and oversight of specialist service providers such as Fire Alarm, CCTV, Water Tank cleaning, Elevator Maintenance, Building Cleaning etc.

• Maintaining a database of all regulatory certifications and documents for inspection by any recognised authority. Including but not limited to lift test certificates, water test certificates, electrical systems test certificates, pest control certificates, tank cleaning and microbiology certificates, etc.

The Employer’s Representative will approve and amend the Schedule of any services to suit the needs of the Jointly Owned Property. Any changes required to the Schedule will be notified to the service provider at least 7 days in advance, where practicable. The Service Provider must notify the Employer’s Representative immediately if there is a cost impact and provide full details and supporting information showing the calculation of the cost variation. 

2. Monthly Reports

The service Provider is required to submit detailed monthly reports containing the following information as a minimum.

3. details of electricity and water consumption with graphs indicating comparisons with the previous 2 years of consumptions, 

4. details of action taken to reduce energy and water consumption and the savings estimated.

5. details of reactive maintenance works opened, remaining open and completed.

6. details of preventative maintenance tasks undertaken in the month.

7. details of spares used from stock and lists of items required to be purchased to maintain essential spares stocks.

8. Breakdown reports and reports of assets which are not performing as expected.

9. information on assets which are approaching the end of their economic life and which will need to be replaced in the near future.

10. Reports from the specialist service providers who carried out any services in the building.

11. Reports relating to any HSE matters, incidents, dangerous occurrences, lost time incidents or accidents resulting in medical attention being given.

12. Labour resource attendance reports for all labour resources permanently stationed and visiting the site during the month. Absentee reports for anyone who was expected to attend but didn’t.

The Service Provider's work shall be monitored according to the approved Work Schedule/Programme by the Employer’s Representative and Facilities Manager. The delivery of all services on site will be assessed as per the Key Performance Indicator (KPI) set and the Service Level Agreement. The Employer’s Representative shall assess any invoice adjustment in accordance with the KPI score and penalty mechanism indicated in the agreement.

4. Documents Submission

The Service Provider shall submit all required documents before site mobilisation, or as soon as practicable thereafter, including but not limited to the following:

1. Company trade licence.

2. Copy of third party liability insurance.

3. Copy of workers compensation insurance.

4. Company reporting structure and emergency contact numbers.

5. Company Health and safety policy and training certificates for employees, where available. 

6. Control of Substances Hazardous to Health risk control sheets signed by Management and duty supervisor. 

5. QHSE Compliance

1. In preparation for the event of emergency evacuation of the building, the Service Provider shall ensure that all staff are sufficiently briefed and aware of the Evacuation Procedures of the building or area in which they are employed. The staff must be aware of the location of the assembly points and be ready to direct occupants to these assembly points during an emergency. Evacuation procedures are contained in the Emergency Response Plan provided by the Employer’s Representative.

2. The Service Provider shall have and provide details of HSE arrangements in place to manage the work on site.

3. Service Providers shall provide records of their company Health and Safety policy and details of how many accidents and cases of ill health or any HSE authority action taken against them.

4. Service Providers shall provide site specific method statements and risk assessments for high risk operations prior to start of the service.

5. Service Providers shall provide details of health and safety certificates held by and training provided to employees. Details to be kept in the Site Health and Safety File.

6. The Service Provider shall conduct regular health and safety training “Toolbox Talks” with their site staff no later than every 3 months and shall submit details of the attendees and topics covered to the Employer’s Representative for inclusion in the  monthly report. This may be conducted on site or off site. 

7. The Service Provider shall provide site specific induction training to any third party personnel visiting the Premises to carry out work on common assets.

The Service Provider will need to provide a copy of these policies and procedures to Itihad Community Management to ensure that they fit in with the building’s culture as well as other policies and procedures and should include, but not limited to the following.

• Cleanliness and Personal Hygiene.

• Measurement of Staff Performance and Deliverables.

• Methodology of maintenance, management and monitoring.

• Confirmation of communications, internally and with the Employer’s Representative.

• Incident and site log reports.

• Protection of premises.

• Environmental protection.

• Risk management.

• Health and Safety Plans in relation to the Service Provider and delivered services.

The MEP supervisor must keep a log and records of at least the following; advance requests of Employer/ Owner/ tenant needs; checklists; communicating with the Employer and Employer representatives; complaints; control sheets; diary; job slips; leave requests; maintenance reports, rosters, stock requisitions and time sheets.

It is the responsibility of the service provider to ensure that they have adequate communication and reporting with the Employer’s Representative (Itihad Community Management) which will include, but not limited to the relaying of information for all reactive incidents and emergencies, ad hoc verbal reports and inspections of current work; meetings and formal monthly reports.