Annual Report 2005 - The Office of Public Works

Key Objectives Performance 2005 Progress Comment
Indicator
3.
To deliver specific
customer service
initiatives in the
context of the overall
delivery of a Quality
Customer Service and
to periodically assess
QCS performance
against defined
criteria.
• Maintenance of
existing ISO;
• Achievement of
accreditation in
remaining areas;
• Creation of SLA's
• Existing ISO
accreditations for
OPW services have all
been maintained
through regular
external audits by the
NSAI.
Both GSA and Property
Maintenance have
documented their
processes extensively
and are projected to
make firm applications
for accreditation early
in 2006.
• Remaining areas yet
to achieve
accreditation (GSA &
Property Maintenance
Services) continued
throughout the year
to develop
documentation on
their systems and
processes.
The SLA contemplated
with the National
Gallery could, if agreed,
provide a template for
similar arrangements
with other customers.
• A draft Service Level
Agreement for Project
Management Services
is currently with the
National Gallery of
Ireland.
• Development of
feedback
mechanisms, surveys
etc
• A Customer survey
assessing OPW's
performance against
defined Customers
Service standards was
undertaken early in
2005. It sought the
views of a variety of
customers who had
recourse to the full
range of OPW's
services.
The survey undertaken
during 2005 will
provide a basis for
further surveys planned
for 2006 and beyond.
Future surveys of
internal customers,
particularly in the
delivery of corporate
services are also
planned.
• Measurement of
service performance
against benchmarks
and external
comparators
• Some progress has
been made in
identifying a
comparator for
Project Management
Services in Northern
Ireland.
The proposed
benchmarking exercise
has been temporarily
deferred by our NI
partner. This work will
be recommenced in
2006.
4.
To be the provider of
choice for customers in
the areas of general
procurement, property
management and all
construction-related
services solutions
• Advise Government in
relation to cuttingedge
procurement
methods.
• OPW have advised
Government and
customer Departments
and Agencies
throughout 2005 in
relation to both
property and Value for
Money aspects of a
number of specific
high level projects::
- Lansdowne Road
redevelopment;
- Courts PPP options;
- Decentralised offices
PPP options.
-National Conference
Centre.
Future initiatives of
Government will be met
on an as-required basis
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