Key Performance Indicator Services and Activities

DISCLAIMER: Whilst this Register is made freely available for users in good faith, neither BIFM or ARK accept any liability for its accuracy or use in commercial practice. Users must satisfy themselves as to the relevance and application in commercial practice and legal agreements. The register is copyright to BIFM and ARK, and any use or replication of the whole or any part must acknowledge the copyright and quote the source as The BIFM / ARK KPI Register for FM.

Key Performance Indicator Services and Activities

Services and Activities

MANAGEMENT POLICY & ADMINISTRATION Health & Safety Risk Assessment & Policy Fire Risk Assessment Policy Business Risk Assessment & Contingency Planning Business Continuity & Security Strategy Property & Asset Management Strategy Sustainability Strategy IT Security & Protection Strategy Disabled Persons Access Strategy Purchasing & Procurement Strategy Customer Service Policy Accountancy and Auditing Financial Reporting and Recharging State & Local Tax Management Marketing and Advertising Operations Expenses Management Offices / Workspace Insurance Cover Consumables Service Management Direct Labour Contracted Labour Training and Development

HEALTH & SAFETY MANAGEMENT & MAINTENANCE Health & Safety Policy & Risk Assessment CDM Regulations COSSH Regulations Management Asbestos Survey & Management Fire Marshall Management Occupational Health Service First Aid Provision Work Permits

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Key Performance Indicator Services and Activities

Services and Activities

HEALTH & SAFETY MANAGEMENT & MAINTENANCE Portable Appliance Testing Water Testing Hazard & Statutory Signage Directions Signage Pest Control Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training & Development

FIRE PROTECTION MANAGEMENT & MAINTENANCE Fire Risk Assessment & Policy Fire Safety Certificate & Evacuation Route Signage Fire Marshals Coverage Fire Alarm System Testing & Maintenance Fire Extinguishers Maintenance Gas Suppression System Hose Reel Maintenance Smoke / Heat Detector Maintenance Sprinkler System Maintenance Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

SECURITY MANAGEMENT & MAINTENANCE Business Continuity & Security Strategy

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Key Performance Indicator Services and Activities

Services and Activities

SECURITY MANAGEMENT & MAINTENANCE Perimeter Protection Security Gates, Barriers & Turnstiles Security Surveillance CCTV Visitor Monitoring Access Control Systems I.D. / Smart Cards X-ray and Material Detection Intruder Alarms Locks and safes Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

LANDLORD & TENANT / OCCUPIER ASSET MANAGEMENT (PROPERTY) Property & Asset Management Strategy Building Adaptions & Refurbishment - Major Projects Building Works - Repairing Obligations Buildings Insurance Car park management Common areas maintenance Condition Surveys & Schedules of Condition Head Rent Payments Land and Property Tax Management Landlord Negotiations Lease Renewals, Rent Reviews & Events Dilapidations Latent Defects Public Relations Rent Collections

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Key Performance Indicator Services and Activities

Services and Activities

LANDLORD & TENANT / OCCUPIER ASSET MANAGEMENT (PROPERTY) Service Charge Management Tenant Negotiations Tenants' Improvements Vacant Premises Warranties & Indemnities Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

SUSTAINABLE PRACTICE MANAGEMENT Sustainable Strategy Procurement from renewable Sources Renewable Energy (Wind, CHP, etc.) Carbon Emissions Energy Efficiency Initiatives (Capital) Energy Tarrifs Commercial & Industrial Waste Hazardous (Special) Waste Inert Waste Non Hazardous (Non Special) Waste Recycling Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

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Key Performance Indicator Services and Activities

Services and Activities

ASSET MANAGEMENT (FURNITURE & EQUIPMENT) Procurement Strategy Floor Covering Repairs & Maintenance Floor Covering Replacement Furniture Repairs & Maintenance Furniture Replacement Small Items (Furniture Accessories, etc.) Internal Partitions Repairs & Maintenance Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

INFORMATION TECHNOLOGY (COMPUTER) MANAGEMENT & MAINTENANCE IT Security & Protection Strategy Procurement Strategy Security & Resillience Computer Software Licenses Computer Hardware Equipment Asset Tracking Computer connections and moves Network Cabling/wireless LANS Servers Server Rooms Equipment Repairs & Maintenance Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

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Key Performance Indicator Services and Activities

Services and Activities

COMMUNICATIONS SYSTEMS MANAGEMENT & MAINTENANCE Service Procurement Strategy PABX Equipment Telephone Equipment Telephone connections and moves Fax Equipment Fax connections and moves Fax operations Mobile telephone equipment Mobile connections and moves Pagers 2 Way Radios Equipment Repair & Maintenance Consumables (Paper/ Batteries, etc.) Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

FRONT OF HOUSE SERVICES Customer Service Policy Commissionaire and Concierge Reception Service Desk Operation Service Desk System Conference & Meeting Rooms Bookings 'Hot Desk' Booking Courier Services Mail Franking & Post Tariff Services Goods In Mailroom Services Messengers

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Key Performance Indicator Services and Activities

Services and Activities

FRONT OF HOUSE SERVICES Storage and Archive Services Customer Billing Creche Sports & Fitness Centre Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

UTILITIES & ENERGY SERVICES MANAGEMENT Energy Procurement Strategy - Tariffs Electricity Supply Cabling (Heavy Duty) Gas Supply Oil Supply and Stock Other Energy Sources Supply (Inc. Renewable Sources) Water Supply and Sewage Services Hot & Chilled Water Supply Steam Supply Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

ELECTRICAL SERVICES MAINTENANCE Electrical Systems (High Voltage) Electrical Systems (Low Voltage)

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Key Performance Indicator Services and Activities

Services and Activities

ELECTRICAL SERVICES MAINTENANCE Electrical Systems Services PPM Building Management System (BMS) Hard Wire Testing Lamp Replacement Luminaire Replacement Lighting Controls Portable Appliance Testing Stand By Generation and UPS Systems Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

MECHANICAL SERVICES MAINTENANCE Barriers & Gates Ductwork Planned Ductwork Repairs General Access Equipment HVAC Mechanical Systems Planned HVAC Mechanical Systems Repairs Lightning Conductor Planned Testing Water Treatment Window Mechanisms Insurance Cover Consumables (fan belts/filters, etc.) Protective Clothing Service Management Direct Labour Contracted Labour

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Key Performance Indicator Services and Activities

Services and Activities

MECHANICAL SERVICES MAINTENANCE Training and Development

LIFTS, ESCALATORS & HOISTS MAINTENANCE Access Cradle Maintenance Planned Access Cradle Repairs Emergency Call Out Escalator Maintenance Planned Escalator Repairs Lift Maintenance Planned Lift Repairs Disabled Persons Access Equipment Fork Lifts Trucks Servicing Testing Insurance Cover Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

BUILDING FABRIC & SITE MAINTENANCE Barriers & Gates Boundary walls and fences Exterior Repairs & Maintenance Roads and Pavements Repairs & Maintenance Roof Repairs & Maintenance Windows Repairs & Maintenance Decorations - External Anti graffiti protection Interior Repairs & Maintenance

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Key Performance Indicator Services and Activities

Services and Activities

BUILDING FABRIC & SITE MAINTENANCE Decorations - Internal Ceilings Repairs & Maintenance Access Flooring and Ducting Doors & Ironmongery Infrastructure Maintenance Plumbing & Drainage Planned Plumbing & Drainage Repairs Shutters & Blinds Small Works (Carpentry/Painting etc.) Water Features, Ponds & Acquariums Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

PROJECTS, MAINTENENANCE, MOVES & SMALL WORKS MANAGEMENT Minor Repairs Moves / Churn Space Planning Small Projects - Planning Small Projects - Implementation Moves - Planning Moves - Implementation Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

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Key Performance Indicator Services and Activities

Services and Activities

SECURITY SERVICES Guarding and Patrols Access Control Security Clearances Cash transfer / movement Key Holding Consumables Protective Clothing Protective Equipment Service Management Direct Labour Contracted Labour Training and Development

CLEANING SERVICES (EXTERNAL) Building Fabric Cleaning Routine External Site/Lot Cleaning Road and Paving Cleaning External Signage and Furniture Rainwater Pipes and Gulleys Snow and Ice Clearance Equipment Provision & Maintenance COSHH Cleaning Materials Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

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Key Performance Indicator Services and Activities

Services and Activities

CLEANING SERVICES (INTERNAL) Routine Cleaning Reactive Cleaning Periodic / Special Cleans Telephone and Computer Cleaning Refuse Removal Janitorial Services Feminine Hygiene/Sanitary Disposal Equipment Provision & Maintenance COSHH Cleaning Materials Cleaning Consumables Janitorial Supplies Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

CLEANING SERVICES (WINDOWS) External Glass Cleaning External Cladding Cleaning Doors Cleaning Internal Glass Cleaning Internal Partition Cleaning Equipment Provision & Maintenance Cleaning Materials Cleaning Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

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Key Performance Indicator Services and Activities

Services and Activities

REPROGRAPHICS, PRINTING & STATIONERY SERVICES Photocopiers & Printers Provision Photocopiers & Printers Maintenance Print Design & Production Reprographics Services Stationery Procurement & Distribution Printing Consumables (Toner/Cartridges/Paper etc.) Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

CATERING SERVICES Food Beverages Drinking Water Hospitality Services Special events Menu Restaurant Furnishings and Fittings Restaurant Ambiance Retail Unit Kitchen equipment assets Kitchen equipment maintenance Revenue and Subsidy Management Food waste management Kitchen cleaning Laundry Consumables (cups/spoons/sugar, etc) Protective Clothing Service Management Direct Labour

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Key Performance Indicator Services and Activities

Services and Activities

CATERING SERVICES Contracted Labour Training and Development

VENDING SERVICES Food Beverages Convenience Items (Medicinal/stamps, etc.) Equipment Provision Equipment Maintenance Revenue and Subsidy Management Drinking Water Consumables (cups/spoons/sugar, etc) Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

TRANSPORT SERVICES Car and Vehicle Fleet Management Vehicle Maintenance & Servicing Fuel & Oil (Bulk) / Fuel Cards Car Hire Chauffeurs & Drivers Staff Transportation (Bus Services) Taxis Travel (Rail/Air) Consumables Protective Clothing Service Management Direct Labour

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Key Performance Indicator Services and Activities

Services and Activities

TRANSPORT SERVICES Contracted Labour Training and Development

HORTICULTURAL SERVICES Grounds maintenance / Landscaping Tree Surgery External Planting Replacement Indoor Plants Maintenance Indoor Plants Replacement Floral arrangements Consumables Protective Clothing Service Management Direct Labour Contracted Labour Training and Development

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