1 HIGHVIEW COLLEGE MAINTENANCE POLICY Responsibility – Project Manager Developed by Project Manager, Shane Harman 2019 Statement of Context and Purpose Highview College is committed to the effective management of maintenance of its buildings, grounds and infrastructure, ensuring it complies with workplace health and safety requirements. Project Manager Highview College employs a full-time Project Manager, who co-ordinates: day to day maintenance development and implementation of the annual maintenance plan management of incidentals new projects the upkeep of grounds maintenance and record keeping of essential services supervision and co-ordination of tradespeople and sub-contractors recommendations for necessary works and upgrades cleaning contractors Funding Maintenance funding is provided within the Highview College school budget and allows for both planned and unplanned (or urgent) maintenance works. These works are broken into the following areas: Routine Maintenance Highview College contracts its cleaning to AMC. Their team is responsible for the day-to-day cleaning of school buildings, which is predominantly an out-of-hours contract. Any cleaning emergencies during operating hours are co-ordinated by the Project Manager. The School Property/Project Manager attends to the daily maintenance of the school. In addition to the management of external tradesmen for contract work, duties include the upkeep of gardens and grounds, and the ongoing general maintenance of the school buildings and facilities. This includes: maintenance of doors, door handles and door locks
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1
HIGHVIEW COLLEGE
MAINTENANCE POLICY
Responsibility – Project Manager
Developed by Project Manager, Shane Harman 2019
Statement of Context and Purpose
Highview College is committed to the effective management of maintenance of its buildings,
grounds and infrastructure, ensuring it complies with workplace health and safety
requirements.
Project Manager
Highview College employs a full-time Project Manager, who co-ordinates:
day to day maintenance
development and implementation of the annual maintenance plan
management of incidentals
new projects
the upkeep of grounds
maintenance and record keeping of essential services
supervision and co-ordination of tradespeople and sub-contractors
recommendations for necessary works and upgrades
cleaning contractors
Funding
Maintenance funding is provided within the Highview College school budget and allows for
both planned and unplanned (or urgent) maintenance works. These works are broken into
the following areas:
Routine Maintenance
Highview College contracts its cleaning to AMC. Their team is responsible for the day-to-day
cleaning of school buildings, which is predominantly an out-of-hours contract. Any cleaning
emergencies during operating hours are co-ordinated by the Project Manager.
The School Property/Project Manager attends to the daily maintenance of the school. In
addition to the management of external tradesmen for contract work, duties include the
upkeep of gardens and grounds, and the ongoing general maintenance of the school
buildings and facilities. This includes:
maintenance of doors, door handles and door locks
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classroom furniture repairs
supply and fitting of light globes
regular inspections of gutters/downpipes
checks of boundary fences, security gates
repainting of garden equipment, facilities
plaster repair
repainting of doors/external areas
repainting of small interior areas
tile repairs
upkeep of hand towel dispensers
moving of classroom furniture
repairs to insect screens
window/glass repairs
replacement of clock batteries
landscaping maintenance
small construction jobs
lawns/garden maintenance
graffiti removal
student locker maintenance
maintenance of toilets
Preventative Maintenance
Protection of the schools assets and the safety of staff and students, requires a cycle of
upkeep of school buildings, grounds, plant and equipment. This includes:
annual testing/tagging
annual tool and equipment audit and maintenance
annual pest and weed control treatment
annual inspection of urinals/toilets
bi-annual tests of alarm systems
bi-annual replacement of water filters
annual testing of kitchen equipment (microwaves, urns etc)
bi-annual inspection of exit signs/emergency lighting
bi-annual pit/trap cleaning
rolling 5 year internal painting program
replacement of floor coverings (every ten years)
External Maintenance Contract
In 2019, Highview College entered a new contract with Programmed Property Services (see
Appendix B), in view of restoring and maintaining its external heritage buildings, and
providing services for ‘out of reach’ painting and maintenance work. This includes:
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repainting of all fascias and gutters
repainting of eaves
repainting of all external timber work
repainting of all hand rails and guide rails
providing machinery and operators for elevated works
Contractors and tradespeople
For emergency work requiring external contractors and tradespeople, Highview College
seeks the best local contractors, who:
are fully licensed
carry a current working with children check
are reliable
are competent
carry out a site induction prior to works
Contractors must provide evidence of insurance, in the form of a Certificate of Currency, or
preferably a copy of policy, which outlines exclusions and schedule of Limits of Cover. These
following insurances must be held:
Workers Compensation
Public liability
Professional indemnity (where applicable)
Level of insurance
A site induction is carried out with new contractors on their first visit, and for regular
contractors, renewed at the start of each year. The site induction covers:
emergency evacuation procedures
potential hazards when working in an educational environment
Childsafe Policy
signing of a Childsafe statement
verification of insurance certificates
OHS policy
Code of Conduct
APPENDIX A – Highview College Maintenance Plan
APPENDIX B – Programmed Property Services (Maintenance Contract)
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APPENDIX A – Highview College Maintenance Plan
Routine Maintenance
The school cleaners (AMC) are responsible for the day-to-day cleaning of school buildings.
The School Property/Project Manager attends to the daily maintenance of the school. In
addition to the management of external tradesmen for contract work, duties include the
upkeep of the gardens and grounds, and the ongoing general maintenance of the school
buildings and facilities.
This includes:
- Maintenance of doors, door handles and door locks
- Classroom furniture repairs
- Supply and fitting of light globes
- Regular inspections of gutters/downpipes
- Checks of boundary fences, security gates
- Repainting of garden equipment, facilities
- Plaster repair/damage
- Repainting of doors/external areas
- Repainting of small interior areas
- Tile repairs
- Upkeep of hand towel dispensers
- Moving of classroom furniture
- Repairs to insect screens
- Window/glass repairs
- Replacement of clock batteries
- Landscaping maintenance
- Small construction jobs
- Lawns/garden maintenance
- Graffiti removal
- Student locker maintenance
- Maintenance of toilets
Preventative Maintenance
- Annual pest control treatment
- Annual testing/tagging
- Annual checking of urinals/toilets
- Tests of alarm systems
- Bi-annual water filter changeover
- Annual testing of kitchen equipment (microwaves, urns etc)
- Bi-annual fire testing
- Bi-annual pit/trap cleaning
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Responsive Maintenance (JIRA)
Daily maintenance emergencies are carried out by the Project Manager and groundsman.
School staff must log requests via an internal on-line program (JIRA), and each maintenance
request is closed (and comments made) at the completion of each task. This is priority
based.
Sample Report
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MAINTENANCE WORKFLOW CHART
ISSUE RAISED
Maintenance or OH&S issues entered into Jira
DAILY MAINTENANCE REPORTS
Reports compiled for daily job list roster.
DELEGATION OF JOB LIST
Daily delegation of joblist.
JOBS UNDERTAKEN
Daily joblists undertaken, ticked off and returned to Project Manager
COMPLETED JOBS CLOSED
Completed jobs are closed in JIRA and comments entered.
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HIGHVIEW COLLEGE TRADESMAN LIST
Highview College relies on the continuous support of various local tradesman for the
ongoing runnings and maintenance of the school.
These trades include electricians, plumbers, painters, glasiers, gasfitters, locksmiths, air
Exclusions: Outdoor tables & seats, bins, Colorbond surfaces, powder coated surfaces, Engineers structural certification of roof structure for scaffold access in Mechanical Plant location, painted pavement under canopy (240 m2), storage building on opposite side of Burke Lane
NOTE: Exclude high fascia & gable not accessible by boom in service years 2-7
Maintenance Painting 7 Year Exterior Programme
Page 12
Programme of Work $ Per Annum (excluding GST)
As per Extent of Works $39,928
Payment terms are fourteen (14) days from date of invoice.
ClassicProgrammeTM
An up-front work schedule with periodic payment.
The Classic Programme is ideal for situations where a major redevelopment or refurbishment project is
needed. It provides for the bulk of the work to happen immediately, while payment is evenly distributed over
the entire life of the programme.
In this way, it ensures the greatest aesthetic impact on the property can occur as quickly as possible.
Pricing Notes Where annual payments have been chosen, the first
invoice will be issued once Works have been
completed up to the value of the invoice. All
0
20
40
60
80
100
Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7
Work % Cumulative Work % Annually Payment Schedule
Payment Schedule
Programmed offers you the ability to tailor payment
to suit affordability and budget needs.
Maintenance Painting 7 Year Exterior Programme
Page 13
subsequent invoices will be issued on the
anniversary of the commencement date and are not
directly related to the Works carried out in any
individual Service Period.
Annual payments quoted exclude GST and are fixed
for Year One of the programme. Monthly or
quarterly payments quoted exclude GST and are
fixed for the first quarter of the programme.
Subsequent payments are subject only to variations
which have occurred in the cost of labour, materials
and operating expenses up until the date of each
invoice using the latest available indices. The
distribution of our costs on your project is 65%
labour, 10% materials, and 25% operating expenses
(e.g. an increase of 5% in the labour index would
result in a 3.25% increase in the annual cost).
Movement in the cost of labour and materials will be
determined using Australian Bureau of Statistics
indices. Movement in Operating Expenses will be
determined using the Reserve Bank Non-
Government Corporate Bond rate. Base rates
current at date of quotation will be detailed in the
Schedule provided upon written acceptance of the
Proposal.
Working Hours and Conditions
Unless otherwise noted in this quotation, all works
are based on being carried out during normal
working hours. Should the customer request part or
all of the work to be completed outside of normal
working hours or should access to any areas be
unavailable during normal working hours, an
additional charge may apply. Unless otherwise
agreed, our costs are based on the use of site
utilities including water, electricity and amenities for
tradespeople. The prices quoted remain valid for a
period of 30 days from the date of this quotation.
.
Maintenance Painting 7 Year Exterior Programme
Page 14
General
As described in AS/NZS 2311:2009, Guide to the
Painting of Buildings, this specification complies
with the standards set out in that standard (see
Tables 8.2 and 8.3 of AS/NZS 2311:2009).
All applications shall be by brush, roller or spray as
determined by Programmed for each surface unless
the application method is detailed in the
Specification. It is expected that 90% to 95% of
defective paintwork such as rust or blistering (where
applicable, and with the exclusion of hydrostatic
blistering which is not covered by the Exterior
Coating Preservation Service) will be eliminated in
the initial repaint; and the remaining 5% to 10% will
be progressively identified and treated in the
succeeding years of the maintenance programme.
Primers
Where the priming coat is applied to bare areas, it
shall overlap the adjacent sound area by no less
than 25 mm. In certain situations, where the existing
coating still shows tenacious adhesion and is in
excellent condition apart from loss of gloss and
minor weathering, a primer may not be necessary.
Surfaces will be tested to establish the need for a
primer, and if required, the most appropriate primer
for the task will be selected.
Colour Scheme
Unless otherwise noted, all colours will match
existing colours as closely as possible. Programmed
shall use its best endeavours to ensure that they
match the customer's existing colour scheme for
each building or area to ensure a uniform
appearance. Where any change in colour scheme
not included in the Programme of Work is requested
by the customer, the additional costs of labour and
materials shall be charged as a variation.
Generally, where a colour change is required, two
full finish coats are included. However, it is
recognised that some colours may require a third or
subsequent additional coat to achieve adequate
opacity. Should this be the case, Programmed will
provide a quotation prior to commencing these
works and the additional costs of labour and
materials shall be charged as a variation.
Coating Protection
A sound paint film applied to all nominated surfaces
is maintained during the period of the Agreement.
Slight discolouration, oxidisation, fading, fine cracks,
slight structural cracks or minor surface blemishes
shall be deemed to be the normal expected surface
condition, and not constitute a lack of a sound paint
film.
The following pages / Appendix provides full details
of the paint specified. Be assured that these have
been specifically chosen to match your asset
condition and desired outcomes.
Specifications
Delivering durable outcomes using quality paint,
proper surface preparation and correct application
methods.
Maintenance Painting 7 Year Exterior Programme
Page 15
Surface Condition
Surface chalking, dust, dirt and foreign matter.
Possible cracking, flaking and peeling.
Deteriorated putty
Surface Preparation
Clean down all surfaces by either dusting and / or washing as appropriate. Oily deposits will be removed
by solvent washing
Any areas of mould infestation will be treated with a suitable hypochlorite-based treatment and then
rinsed thoroughly with clean water
Glossy surfaces will be abraded to remove gloss
All badly cracked and loose window putty will be raked out, and all exposed surfaces will be primed prior
to re-puttying. Putties will be neatly trimmed to match existing
All loosely adhering coatings will be removed by either scraping, water blasting, power sanding, chemical
stripping or wire brushing to a sound and firmly adhered edge. Edges will be feathered by abrading and
all surfaces will be dusted off
Holes and imperfections will be cleaned out, primed and filled with exterior grade timber filler to achieve a
flush finish. Dry rot if discovered will be reported and quoted if required
Bare areas will be primed and coating application shall occur as soon as practical before the surface
becomes re-contaminated.
Exterior Woodwork / Trims
Typically fascias, eaves, timber framing, doors, trim.
Paint Specification –
Primer/Undercoat
Dulux Premium Acrylic Primer
Undercoat as required
VOC <1 gram / litre
Finish Coat(s)
Dulux Weathershield Gloss
Acrylic or equivalent
Optional – Super Enamel or
equivalent
Maintenance Painting 7 Year Exterior Programme
Page 16
Surface Condition
Surface chalking, dust, dirt and foreign matter.
Possible cracking, flaking and peeling.
Possible spalling concrete.
Surface Preparation
Clean down all surfaces by either dusting and / or washing as appropriate. Oily deposits will be removed
by solvent washing
Any areas of mould infestation will be treated with a suitable hypochlorite-based treatment and then
rinsed thoroughly with clean water
Glossy surfaces will be abraded to remove gloss
All large cracks and holes will be scraped out to provide a sound surface for filling with a suitable two-
pack or masonry filler as appropriate. The surface finish will match adjacent surfaces as closely as
possible
All loosely adhering coatings will be removed by either scraping, water blasting, power sanding, chemical
stripping or wire brushing to a sound and firmly adhered edge. Edges will be feathered by abrading and
all surfaces will be dusted off.
Concrete spalling, drummy render and corroding reinforcing, if discovered, will be the subject of
additional cost to repair.
Priming shall occur as soon as practical before the surface becomes re-contaminated.
Exterior Fibre Cement
Typically facades and infill panels
Paint Specification –
Primer/Undercoat
Dulux Premium Acrylic Primer
Undercoat as required
VOC <1 gram / litre
Finish Coat(s)
Dulux Weathershield Gloss or
Semi Gloss or equivalent
Maintenance Painting 7 Year Exterior Programme
Page 17
Surface Condition
Surface chalking, dust, dirt and foreign matter.
Possible cracking, flaking and peeling
Possible spalling concrete
Surface Preparation
Clean down all surfaces by either dusting and / or washing as appropriate
Any areas of mould infestation will be treated with a suitable hypochlorite-based treatment and then
rinsed thoroughly with clean water.
Glossy surfaces will be abraded to remove gloss.
All large cracks and holes will be scraped out to provide a sound surface for filling with a suitable two-
pack or masonry filler as appropriate. The surface finish will match adjacent surfaces as closely as
possible.
All loosely adhering coatings will be removed by either scraping, water blasting, power sanding, chemical
stripping or wire brushing to a sound and firmly adhered edge. Edges will be feathered by abrading and
all surfaces will be dusted off.
Concrete spalling, drummy render and corroding reinforcing, if discovered, will be the subject of
additional cost to repair.
Priming shall occur as soon as practical before the surface becomes re-contaminated.
Exterior Concrete / Render
Typically facades and infill panels.
Standard specification: High Build, Texture, Render
and Membrane Systems.
Paint Specification –
Primer
Dulux Acratex 955 AcraPrime
501/2
Finish Coat(s)
Dulux Acratex Elastomeric
201
Maintenance Painting 7 Year Exterior Programme
Page 18
Surface Condition
Surface chalking, dust, dirt and foreign matter.
Possible cracking, flaking and peeling.
Blistering.
Rust
Surface Preparation
Clean down all surfaces by either dusting and / or washing as appropriate.
Glossy surfaces will be abraded to remove gloss.
All loosely adhering coatings will be removed by either scraping, water blasting, power sanding, chemical
stripping or wire brushing to a sound and firmly adhered edge. Edges will be feathered by abrading and
all surfaces will be dusted off.
Hand or power tool cleaning, as appropriate, will be used to remove rust or mill scale.
Priming shall occur as soon as practical before the surface becomes re-contaminated.
Exterior Steelwork
Typically structural steelwork, handrails, balcony rails
and balustrades.
Paint Specification –
Primer/Undercoat
Dulux Durebuild STE high
build surface tolerant epoxy or
equivalent (as required).
Finish Coat(s)
Dulux Weathermax
Recoatable Two-pack
Polyurethane Gloss or
Dulux Premium Super Enamel
High Gloss or equivalent
Maintenance Painting 7 Year Exterior Programme
Page 19
In their
own words Here’s what our
customers say...
“Service is always
fantastic both
from tradespeople
and staff. Work is
well done with no
issues.”
Kathy Lowe,
St Bernadette’s
Primary School
“The scope of work
carried out was done so
with a minimum of fuss
and our guests were not
inconvenienced at all.”
Peter Sweetland, Tarascon Ridge
Estate
“PPS are always professional
and easy to deal with.
Excellent quality of work and
good follow up. Nothing is too
much trouble.”
Clyde Heywood, Moreland
City Council
“Professional service and
excellent work done by the
tradesmen when on site.”
Kevin Cross, Department
of Environment & Primary
Industries
“Programmed continually offer and commit
to a service that gives the Client
confidence in knowing that the job will be
completed on time without any fuss.
As a Facility Manager, the Programmed
way gives me the confidence that I know
there will be no shortcuts when it comes to
Work, Health and Safety issues. I know
that in a School Environment their staff are
courteous and fully conscious of an
Education Facility that has very diverse
perimeters.”
Greg Tomkins, The Geelong College
“Programmed is a quality business and offer good
service. They place a high premium on safety and
the environment and are pro-active in reporting and
solving issues.”
Mark Corea, Monash University
Customer Feedback
Maintenance Painting 7 Year Exterior Programme
Page 20
Maintenance Painting 7 Year Exterior Programme
Page 21
The foundation of our values is to achieve zero harm to people,
property and the environment within our work places for our staff and all
stakeholders including our customers’ employees, subcontractors and
members of the public
Assurance We do not compromise the costs of
safety, quality, risk or the
environment in order to secure a
project.
Our commitment to these starts
before we even submit a quotation
to you
Maintenance Painting 7 Year Exterior Programme
Page 23
Occupational Health and Safety
We unequivocally believe that all injuries are
preventable.
Our commitment to safety has seen a continuous
reduction in both the number and the frequency of
such incidents.
A key indicator of our performance is that with
around 25,000 employees working across 7,000
customer sites we have maintained a LTIFR below
two (2) for four (4) consecutive years.
We have the highest confidence in our HSE data
which includes both lag and lead measures from
across our very diverse business and all of our
contractors.
Under Two. Since the start of FY 2014, the
Programmed Group has retained a Lost Time Injury
Frequency Rate (LITFR) of under 2. This despite
the Group having significantly increased in size after
acquiring SKILLED in 2015, as reflected by the
man-hours worked in FY2017 totalling 45,319,805.
Cohesive, Integrated Management System
Through our proprietary, in-house developed,
Integrated Management System (IMS), we
holistically manage functions of Quality Assurance,
Occupational Health and Safety, Risk and
Environmental Management. This allows us to
streamline all aspects of delivery, quality and risk,
and robustly manage these as an integrated whole.
As a result, we can tailor risk management plans
specific to each customer’s needs and ensure
consistent service delivery across all areas and
sites.
Our IMS underpins successful and safe projects
because it outlines, ensures and/or establishes:
• Key information able to guide the contract on
policy application
• Structure to service delivery;
• Compliance with applicable legislation, health
and safety standards and environmental
standards;
• Programmed’s OH&S, Environmental and
operational responsibilities while on your site/s;
• Strategies to mitigate any associated risks and
environmental impacts; and
• A control document for works management.
This IMS is founded on and certified to the following
international and Australian-New Zealand
standards.
We have current certification against these
standards in the following offices: NSW – Sydney,
Illawarra; ACT – Canberra; QLD – Brisbane; SA –
Adelaide, Barossa Valley; VIC – Melbourne; WA –
Perth.
In addition to the regular audits associated with
being certified, we have the additional rigour of self-
audits and compliance.
Further assurance of a robust system is evidenced
through the Facility Management aspect of our
business holding the Federal Safety Commission
certification.
Assurance
A Safety Culture Underpinning Our Operational
Excellence.
Programmed has a Zero Harm
objective underpinned by the
unequivocal belief that all injuries
are preventable. Our focus on
health and safety permeates the
entire culture of our organisation.
Over the last four consecutive
years, we have maintained a
LTIFR below two (2).
Maintenance Painting 7 Year Exterior Programme
Page 24
Our commitment to Safety, Quality, Risk
Mitigation and the Environment starts before we
even submit a quotation to you.
To us, safety excellence is an operational discipline.
We think about injuries as no more than unplanned
events. Consequently, to manage these
‘inefficiencies’, we use safety to build disciplines into
how work is done, that is by planning work through
systematically assessing and asking:
• What could go wrong, and how could anyone
be injured as we undertake this work?
• What do we need to do to ensure this doesn’t
happen?
• Where do you think the next injury could
occur?
Through human interaction and interest in people’s
wellbeing, we engage those doing the work, and so
facilitate efficient work (no unplanned events)
achieved free of injury. This discipline delivers
operational excellence.
Risk Management
We do not compromise the costs of safety, quality, risk or
the environment in order to secure a project. Every
project commences with a Risk Assessment to determine
the safest possible way to complete the work.
Safety Excellence is an
Operational Discipline.
Programmed believes that all
injuries are preventable.
We want to ensure:
• No one is injured in the
course of performing the
work.
• No one’s health is
compromised as a result of
the work
Ongoing safety excellence delivers operational excellence. This is the basis of our Zero Harm objective.
Our risk management process enables us to identify potential areas for injury
and work towards effectively removing them.
Maintenance Painting 7 Year Exterior Programme
Page 25
Personal Commitment to Safety
Our risk assessment aims at preparing robust work
plans able to achieve safe work that, in turn,
delivers, incident free projects and contracts.
We realise this through a combination of strong
personal commitment to safety with comprehensive
tools, systems, structures and processes.
Daily, Executives, Managers, and Team Leaders
demonstrate this through words, actions and
deeds– living out the signed Personal Commitment
to Safety statements that sit in full view on their
desks.
These assure staff and customers of a commitment
to establishing safe worksites each day, every day.
For example, in daily pre-start Job Safety and
Environment Assessments, rather than wrestle with
the question of hazards we empower our teams to
ask, “What could go wrong and how could anyone
be injured at each step of the job?”
Tools, Systems and Processes
To facilitate safety, we use the following tools to
support Zero Harm:
• Safety Training
• Tool Box Talks
• Pre start meetings
• Alerts & Bulletins
• A team of Safety Professionals
• Site Risk Assessments
• JSEAs
• Life Saving Rules
• Critical Risk Standards
• Supervisory competence
• Board HSE review committee
• Executive and divisional HSE reviews
Pre-Start Job Safety, Risk and Environment
Assessment
Risk Assessments and Pre-Start Job Safety and
Environmental Analysis (JSEA) are conducted prior
to the commencement of any project.
• The Risk Assessment document remains in the
job file for the life of the project.
• The pre-start JSEA is required on all jobs at
the start of every day and/or every new job.
In conjunction with these, we conduct Site
Inductions and Toolbox Meetings as a vital part of
day-to-day safety, housekeeping and general site
protocol.
We have established Programmed Work Practices
to outline how we manage general hazards and
associated risks encountered while performing
work.
To identify site specific hazards and controls that
may not be included in these, we conduct Job
Safety and Environment Analysis (JSEA)
Job Safety and Environment Analysis
The purpose of the JSEA is to pre-empt and avoid
incidents. If more than one job is started in a day,
than more than one JSEA will be required to:
• Outline a safe method of work and required
PPE for a specific job;
• Identify all applicable Programmed Work
Practices, which clearly state work methods
required for the job;
• Identify and records site specific hazards and
controls for that job;
• Provide an induction document workers must
read and understand before starting that job;
• Meet legal requirements for hazard
identification and control.
Risk Assessment
More than just systems, structures and processes.
SmartMinds
PRG has partnered with Griffith
University and developed an
assessment tool called
SmartMinds.
This is designed to ensure new
employees into our business at
all levels (operational,
supervisory, managerially and
executives) have a
predisposition for the wellbeing
of people and a Zero Harm
value.
Maintenance Painting 7 Year Exterior Programme
Page 26
Programmed Safety
Such is the success of PRGs safety journey that a safety consultancy arm has been established which
is partnered by our workers compensation insurer
and a large national legal firm.
The consulting business is drawn on by a range of
large Australian organisations to assist with:
• Pre-employment / fitness for work assessments using PRGs SmartMoves.
SmartMoves has seen a 40% reduction in
MSD injuries across our business and similar
results in our customers work groups.
• Cultural change
• Management of workers compensation and Return to Work processes.
Maintenance Painting 7 Year Exterior Programme
Page 27
Approach
Our Integrated Management System has been
designed to satisfy both Programmed and our
customers’ expectations. In particular, the
appropriate review of contracts and projects is of
prime importance. The quality systems are
continually reviewed by all levels of the business to
ensure continuous improvement, achieved through
our change request process and formal
management system reviews. All action items are
closed out on a monthly basis and reported to the
business. We are committed to exceeding customer
expectations with the quality of our services.
Policy
Our Quality Policy sets out the guiding principles
through which Programmed delivers quality
outcomes to its customers. Throughout the business
process, our aim is to ensure that responsibility is
devolved as far as possible, ensuring that each and
every tradesperson or member of staff is totally
accountable for what they do. Supporting this
process, each role within the business has a
detailed position description and key performance
indicators which are measured and support
business objectives.
Continuous Improvement
An integral part of Programmed’s Integrated
Management System is an opportunity for
improvement feedback system.
This system ensures that we continually learn from
our field observations, audits and customer
feedback. All opportunities for improvement are
captured, and allocated to a person responsible for
action. All actions/implementations are reviewed
and closed off against target dates.
Our drive to continually improve and learn from our
environment and the feedback of others is
embedded in the way that we operate on a day-to-
day basis.
Real-Time Customer Feedback:
Net Promoter Score
Programmed is a company that “walks the talk”
when it comes to being customer-centric. We aim to
be leaders in serving our customers and have
implemented a proactive structure that has
leadership commitment to drive improvements in
service delivery to customers. Known as Net
Promoter Score, or NPS®, this model for improving
customer experiences ensures Programmed
continually understands – and is accountable for –
how we engage our customers.
Through NPS®, we gather real time feedback from
customers on their interactions and experiences
with us, examining key areas encompassing
functional (timely delivery, knowledge, etc.) and
emotive (friendly, valued, cared for, etc.)
perspectives. Importantly, there is no lag between
the time customers provide us the feedback and our
collating/receiving this information, meaning we
have an effective and disciplined process of
promptly resolving issues as well as building on
positive experiences
Quality Management
We are committed to exceeding customer
expectations with the quality of our services
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For long-term sustainability, we recognise that it is
essential to responsibly manage the potential
environmental impact of our activities so that we
contribute effectively to the conservation, or where
possible, betterment, of the environment within
which we work.
We undertake to comply with all legal requirements
in areas where we carry out our business.
Our commitment to sustainability extends to
responsible business practices, goods and services,
processes and systems, people and community.
This means that activities throughout all
Programmed operations, wherever they take place,
are non-polluting, conserving of energy and natural
resources, economically efficient, safe, healthy, as
well as socially and environmentally responsible.
Positive Action on a Daily Basis
For sustainability and resource conservation, we
minimise the negative impacts (and/or increase the
positive impacts) on a daily basis through:
• Recycling programmes at each office
• Water recycling systems where practicable at
Programmed our offices
Programmed
uses Envirowash
systems to our
major branches
to treat
contaminated
fluid into clean
water and solid
waste.
Sustainability-Focused Delivery Solutions
These include:
• Responsible disposal of fluorescent tubes from
decommissioned signs
• Metal recycling of decommissioned signs and
empty steel paint cans
• Environmentally responsible waste disposal,
including mulching/reuse of green waste and
aerobic composting
• Responsible management of paint spills -
specialised spill kits for paint in all paint trade
vehicles
• Water conservation and management
strategies
• Use of recycled water where possible
• Strict observance of council water restrictions
• Efficient irrigation system design and
installation
• Recommendation of landscape solutions with
lower environmental impact, low water usage
and sustainable gardens
• Switching from four-stroke to two-stroke
grounds equipment to reduce energy usage
• Use of low phosphorous fertilisers and
safe/organic chemicals
• Using premium grade products with reduced
levels of volatile organic compounds
• Solar-powered solutions and LED lighting
We encourage our customers to choose products
for their projects which have lower environmental
impacts.
Wherever possible, Programmed will recommend
paints and supplies that have reduced levels of
volatile organic compounds.
Programmed will only use premium grade products
with low VOC ratings, as highlighted in our
specifications.
Sustainability and the Environment
We operate with a keen awareness of sustainability.
Our proactive, positive action focuses on
conservation or change so we meet present needs
without costing the environment or society its future.
Our environmental management
system is certified to ISO 14001.
We take every opportunity to
reduce, re-use and re-cycle
materials in all business
activities.
We monitor and report our
carbon output even though the
only carbon we generate is from
electricity and fuel, and our
carbon output significantly below
regulatory reporting thresholds.
(We do not have process lines or
factories.)
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About Programmed
Programmed Property Services provides complete
maintenance solutions to businesses across
Australia and New Zealand.
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Because You Are Unique
Our broad range of services allows you to tailor a specialist solution
able to meet your unique property needs and structure payments to
suit budget requirements. Risk is managed on your behalf while a
single point of contact streamlines communication.
We hereby accept your proposal for a seven (7) year painting maintenance programme as follows:
Proposal Number: 91217 Proposal Date: 12 July 2018
Legal Entity Name in Full: Highview Christian Community College Ltd Term: 7 Years
Site Address: 21 Kars Street Maryborough Contract Value: $39,928 p.a. for
seven years
We acknowledge that the agreement between Programmed and ourselves comprises the Proposal incorporating the Programme of Work, the
Specification, the Terms and Conditions and the Schedule. These documents represent the entire agreement between the parties and supersede
all prior communications, negotiations and arrangements either oral or written. Pursuant to Clause 12 of the Terms and Conditions, any variation to
this Agreement must be in writing.
Pursuant to Clause 6 of the Terms and Conditions, we agree to maintain our account on a 14 day basis.
We further acknowledge that this agreement remains conditional upon the approval of our Account Application by Programmed (where required)
and acknowledgement by us of receipt and execution of the Schedule.
Signed for on behalf of the Customer (To be signed on behalf of the Customer responsible for the payment of invoices in
accordance with this agreement. The signatory represents the person/s are authorized to sign on behalf of the Customer and
Programmed is entitled to rely on that representation)
Name (please print full name):
Position:
Signature:
Date:
Acceptance
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Only new customers or customers for which no work has been performed in the past 24 months must complete this form.
Type of Organisation
Sole Trader: � Public Company: � Partnership: �
Trust *: � Body Corporate: � Government / Local Authority: �
Private Company: � Other – please specify: _________________________________
Legal Entity Information
Legal Entity Name in Full: (* Trusts – please include: - Trustee Legal Entity - ATF Trust Name and any Trading Name - ABN/ACN for Trust and Trustee)
ABN (AUS) / CO. Reg No. (NZ):
Parent / Holding Company:
Registered Office Address:
Phone Number:
Trading Name:
No. Years Trading:
Trading Address:
Postal Address:
Accounts Payable Information
Name:
Position:
Phone Number:
Email:
Postal Address (Invoices):
For all Directors, Partners, Trustees and Sole Traders:
Have any directors, partners, trustees or sole trader been declared bankrupt or been involved in a business that has failed or a company that has been wound up or dissolved, or had a receiver, liquidator or any insolvency administrator appointed or entered into an arrangement with creditors or had a mortgagee enter into possession of all or any part of their assets?
Yes � No � If yes, provide details:
Branch to Complete (Programmed – Internal Only)
Department Code / State: Prospect / Customer No.:
Job Number: Account Manager:
New Customers Only
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Signed for on behalf of the Customer (To be signed on behalf of the Customer responsible for the payment of invoices in
accordance with this agreement. The signatory represents the person/s are authorized to sign on behalf of the Customer and
Programmed is entitled to rely on that representation)
Name and Position:
DOB (only if sole trader/partnership):
Signature:
Witness Name:
Witness Signature:
Date:
Note: if entity is a partnership – all partners are required to sign:
Name and Position:
DOB (only if sole trader/partnership):
Signature:
Witness Name:
Witness Signature:
Date:
The following supporting information must be provided along with this completed Proposal:
Sole Trader: Full name and date of birth, and
Most recent Trading Accounts including prior year history.
Partnership: Full names and date of birth of all partners, and
Most recent Trading Accounts including prior year history.
Public Company: Most recent Financial Statements may be required (if not accessible on Public Domain).
Private Company: Most recent Financial Statements may be required if credit limit to exceed $250,000.
Trusts:
Full names and date of birth of all Trustees, with an ACN for the Trust, and
Copy of the Trust Deed, and
Most recent Financial Statements may be required if credit limit to exceed $250,000.
Government: No supporting information required.
Body Corporate / Owners
Corporation:
Administration agent consent to act, and
Written confirmation of number of units and owners, and
Most recent Financial Statements and Minutes of Body Corporate meetings held to approve
additional levies (if any) may be required if credit limit to exceed $250,000
Property Managers: Work Order confirming responsible entity for invoicing/payment.