Scope of Services; the scope of this contract includes providing annual maintenance and repair of Fire Alarms, Access Control, Emergency Lights and Portable Extinguishers. The contract also includes small works and the installation of new systems to approximately 280 care homes across the UK. CFS provides services 24 hours a day, 7 days a week, including an emergency call-out service with a 4 hour response time.
The incumbent contractor had left BUPA with a catalogue of issues. Many of the cameras were out of operation, logbooks were incomplete and no comprehensive asset list existed. CFS worked with the team at BUPA to provide a transitional implementation plan for the rectification of the most significant issues as part of our proposal. This established any concerns and provided rectification actions from the outset of the contract.
CFS offer BUPA a dedicated and experienced Health Sector Account Management team with over 27 years’ experience in the sector, and train all engineers in line with our own safeguarding policy that places significant focus on delivering services around the vulnerable. Service delivery is supported 24 hours a day, 365 days a year by a technical helpdesk and team of engineers.
First time fix rates are important to every client, but at BUPA, where minimal disruption to service users is paramount, this Key Performance Indicator was perhaps the most critical. CFS stock vehicles on the BUPA contract with approximately £3,500 of applicable spares and parts to accommodate any onsite issue, as well as holding critical stock onsite to ensure the maximum operation time of each asset and minimise any downtime. To further improve standards, CFS has recently become the first organisation in our industry to remove the emphasis on engineers to make additional and sometimes unnecessary sales in an attempt to drive profits, rewarding good customer service instead. This approach is a huge success, and we are proud to quote the highest first time fix rate in our industry.
Corporate Social Responsibility
CFS employees ran the BUPA Great Birmingham Run to support the nominated BUPA charities Mind and Birmingham Children’s Hospital.