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Residential Maintenance Services Panel

Trade Group 2

Contractor Briefing

APRIL 2015

Outline

• Your local office

• Online Services• Login screen

• Actioning a quote

• Allocation of a maintenance item

• Booking of a maintenance item

• Actioning of a maintenance item

• Completion of a maintenance item

• Invoicing of a maintenance item

• Vacant properties

• Contractor Management

• Reporting incidents

• Our customer• Expectations onsite

• Communication preferences

• KPIs

• Contact details

• Questions

Your local office

Your local office

• The local DHA team will:• Raise maintenance items

• Liaise with Defence members for best contact details

• Manage Contractor performance

• Maintenance Contact Centre (MCC):• Raise responsive and emergency maintenance items for DHA

nationally

• First point of call for all DHA Contractors 139 DHA (342)

• Our property management services include:• Tenancy management

• Cleaning and maintenance

• Vacancy management, and

• Leasing administration

Responsibilities

Department of Defence

Service Agreement with the Department of Defence

We are assessed on:

• Time

• Quality of service

• Value-for-money outcomes

Online Services Portal

Overview

• DHA Contractors will be required to use the DHA Online Services Portal for:• Works allocation

• Invoicing

• Communications

• Uploading files and completing forms/fields

• DHA Online Services Portal is available through the internet it is also available on your smart phone or tablet.

• The following screen shots provide an overview of DHA Online Services Portal.

Online Services Portal

Maintenance Contractors page

Online Services Portal

Login Screen

Online Services Portal demonstration

Login Screen

Vacant properties

• The MITM will have a lock box code number on the order.

• Keys to the property will be in the lock box or possibly in a locked letter box (gated complex).

• Keys must be returned to the lock box prior to securing the house and NEVER taken off site.

• Contractors taking keys off site will be billed for a locksmith.

• If you are unable to attend on the dates specified you MUST advise DHA via the MCC so that we can reschedule

Accessing a vacant property

Contractor management

• All Contractors, their workers and subcontractors are required to complete the DHA WHS induction course within two months of the Contract commencement date.

• Works will be allocated to the Contractor during this period but will cease if the course has not been completed in the allocated time.

• Compliance with WHS legislation is mandatory.

• Where appropriate, a contractor is recommended to undertake Asbestos Awareness training.

WHS

Contractor management

• During the course of the contract DHA may request WHS related documentation or your participation in a WHS review.

• Responding to the request is mandatory and failure to do so may lead to suspension of work orders.

WHS

Contractor management

• Visit dha.gov.au/learning

• To complete the training you, your workers and subcontractors will need a:• DHA Contractor ID

• Valid email address

• First and last name

• Password

WHS

Reporting incidents

• All contractors must ensure that incidents are reported to DHA as soon as possible (no later than 24 hours from the time of the incident)

• To report:• call 139 342 follow the prompts

• submit a copy of your incident report to whs@dha.gov.au

WHS

Reporting incidents

• Once you have called DHA you may also have to contact the WHS Regulator in your state or territory.

• If you are unsure whether the incident is notifiable to the Regulator, please ask the DHA WHS Representative when calling 139 342.

• Once an incident is reported, DHA may require further information within the timeframes requested.

WHS

Our customer

• The Defence member and their family are regularly moved around the country.

• In some instances the family may not move with the Defence member (e.g. teenagers in high school).

• DHA strives to maintain a high standard of customer service to ensure any issues identified are addressed quickly or, where appropriate, escalated.

Defence members

Contacting our customer

• DHA would prefer you tried the following:1. Contact during business hours (9:00am to 5:00pm)

2. Contact after 5:00pm up to 7:30pm

3. Contact on weekends between 10:00am and 3:00pm

Communication preferences

Our customer

• Defence members and their families are security conscious.

• Do NOT enter the house if an adult over 18 years is not present.

• Be courteous and dress appropriately.

• Do NOT enter into discussions with the Defence member or their family about DHA, DHA policies, DHA houses or make promises about getting work done for the member that is not specified on your MITM

Expectations onsite

Key Performance Indicators

• To meet Defence’s KPIs, DHA has implemented and will manage internal KPIs.

• There are exceptions to KPIs so it is imperative you contact the MCC if you identify a problem which may impact your ability to meet a KPI.

• Information is gathered from the Client Management System, Regional staff and Defence members and their families which contribute to a Contractor’s performance against a KPI.

Key Performance Indicators

• Emergency Maintenance

• Emergency Response

• Emergency Completion

• Routine Maintenance

• Overdue for booking

• Overdue for completion

• Overdue for invoicing

• Overdue for quote

• Quality Performance

• Recalls

• Standard of Service and Workmanship

• Complaints

Contract details

• For all enquiries your first point of call is the Maintenance Call Centre on:

139 342

Maintenance Call Centre

What next?

Eat, drink, talk and sign

• Please take the opportunity to ask questions and get to know your DHA reps.

• Please read your Deed of Agreement and the terms and conditions as it is important that you understand your requirements.

• Please don’t leave until you sign the Deed of Agreement with one of the DHA reps and finalise any other paperwork.

Congratulations!

Welcome to the DHA team

QUESTIONS