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BSC Manual October 2017

UNCLASSIFIED Garrison and Estate Management System

GEMS Manual Base Services Contractor

WORK ORDER MANAGEMENT

GEMS Readiness Team

October 2017

BSC Manual October 2017


DOCUMENT ADMINISTRATION Document Properties Author Adan Weeks / Peter Howard

Document Version 1.3

Status Draft

Classification Unclassified

Date of Issue

Revision History

Revision Date Author Version No. Description

A. Weeks P. Howard

1.0 Initial version

9/8/2017 P. Howard 1.1 Draft




14/11/2017 A.Weeks 1.5 Multiple updates

Approvals Name Title Signature Date Peter Howard P. Howard

BSC Manual – Table of Contents


Contents .................................................................................................................................................................................. 1 Introduction ............................................................................................................................................................................. 1 Work Order Management Process Flows ............................................................................................................................... 2

#1: Create Notification & Work Order .................................................................................................................................. 2 #2: Survey & Quote ............................................................................................................................................................. 2 #3: Create Scheduled Work Order ...................................................................................................................................... 2 #4: Execute & Confirm Work Order ..................................................................................................................................... 2 #5: Create Service Entry Sheet & Generate Payment ........................................................................................................ 2

Work Order Management Business Rules ............................................................................................................................. 3 List of GEMS Responsive / Requested Services Business Rules ...................................................................................... 3 RR001: Notification Description [Naming Convention] ....................................................................................................... 4 RR002: Customer Pays ....................................................................................................................................................... 4 RR003: Insurable Events .................................................................................................................................................... 5 RR004: Events, Exercises and Trials .................................................................................................................................. 5 RR005: Escalations ............................................................................................................................................................. 6 RR006: Navy Ships ............................................................................................................................................................. 6 Product Director Business Rules ........................................................................................................................................ 7

Work Order Types ................................................................................................................................................................... 8 ZM01 – Responsive Maintenance (Estate Upkeep) Work Orders .................................................................................... 10 ZM02 – Scheduled Maintenance Work Orders ................................................................................................................. 10 ZM03 – Estate Appraisal Work Orders ............................................................................................................................. 10 ZM04 – Requested Service (Non EUMS) Work Orders .................................................................................................... 10 ZM05 – Scheduled Service Work Orders .......................................................................................................................... 11

Creating a Survey & Quote Work Order ............................................................................................................................... 13 Service Specific Guidance When Creating Work Orders ..................................................................................................... 23

Hospitality & Catering ........................................................................................................................................................ 23 Sports & Recreation .......................................................................................................................................................... 24 Housekeeping ................................................................................................................................................................... 24 Retail Stores and POL ....................................................................................................................................................... 24 Transport ........................................................................................................................................................................... 24 Waste Management .......................................................................................................................................................... 25 Cleaning ............................................................................................................................................................................ 25 Pest and Vermin ................................................................................................................................................................ 25 Laundry & Dry Cleaning .................................................................................................................................................... 25 Land Management ............................................................................................................................................................ 26 Training Areas and Range Management .......................................................................................................................... 26

Operational Procedures ........................................................................................................................................................ 27 Work Order Cancellations ................................................................................................................................................. 27 Survey & Quote Process (Requested Services, ZM04 Work Order Type) ........................ Error! Bookmark not defined. Customer Pays Process .................................................................................................................................................... 28 Project Requested Services .............................................................................................................................................. 30 Extended Work Orders (spanning multiple months) ......................................................................................................... 30

Receipt of Work Order .......................................................................................................................................................... 33 Contractor Information Exchange (CIX) ............................................................................................................................ 33 Actioning Released Work Orders ...................................................................................................................................... 33 What to do if errors found .................................................................................................................................................. 33

Documentation / Attachments ............................................................................................................................................... 34 Requirements of the BSSC (Responsive/Requested Services) ....................................................................................... 34

Work Order Completion / Confirmation ................................................................................................................................. 35 Confirmation Process ........................................................................................................................................................ 35 ZM01 Responsive Maintenance Confirmations ................................................................................................................ 36 ZM02 Estate Upkeep Maintenance Schedule Confirmations ........................................................................................... 36 ZM04 Requested Services Confirmations ......................................................................................................................... 36 ZM05 Scheduled Services Confirmations ......................................................................................................................... 36

Fixed Fee (costed) ......................................................................................................................................................... 36 Rate of Effort (non-costed) ............................................................................................................................................ 36 Service specific schedules (non-costed) ....................................................................................................................... 36

Contents



Escalating a Service Request ............................................................................................................................................... 38 Forms .................................................................................................................................................................................... 39

The AE547 Service Request Form ................................................................................................................................... 39 Quotation Form ................................................................................................................................................................. 40

Auto Release Thresholds ...................................................................................................................................................... 41 What are they? .................................................................................................................................................................. 41 System Applied Thresholds ............................................................................................................................................... 41

Frequently Asked Questions ................................................................................................................................................. 42 Resources ............................................................................................................................................................................. 47

Work Order Status Values (including email triggers) ........................................................................................................ 51 Notification Status Values ................................................................................................................................................. 53 Master Data Tables ........................................................................................................................................................... 54 Rate of Effort Requirements .............................................................................................................................................. 56

Glossary of Terms ................................................................................................................................................................. 69


UNCLASSIFIED Garrison and Estate Management System 1

The Base Services Contractor (BSC) operations manual has been developed to assist and direct both Defence and EMOS staff in best practice usage of Defence SAP (GEMS). The procedures outlined in this manual describe how best to interact with various GEMS artefacts and data objects in such a way as to meet Defence operational and reporting requirements. Additional supporting materials are also included within this manual as a reference resource for the BSC to use as necessary. The materials presented herein were developed according to the following principles:

• Provision of work order management process flows and associated business rules can provide greater clarity and insight into standard operating procedures within Defence.

• The complex nature of services required in the upkeep of the Defence estate precludes a “one size fits all” approach to service delivery. To assist the BSC, service-specific content has been provided herein.

• Historically challenging scenarios should be outlined with a view to empowering all parties to readily adopt the optimised GEMS solution. As an example, customer pays activities have been explained in detail with Defence expectations clarified.

• The transmission of data between GEMS and contractor systems (via the CIX) requires clear descriptions of how Defence requires data to be formatted. For example, time confirmations and rate of effort associated with work order completion requirements are clearly described within this manual.

This manual is further supported by content contained on the GEMS Gateway. To access the GEMS Gateway please go to http://drnet/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx.

Introduction

http://drnet/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx

BSC Manual – Process Flows


#1: Create Notification & Work Order This process describes the steps required to create notifications and work orders in response to service requests submitted for resolution via one of the following methods:

• a completed AE547 webform/pdf • calling the BSSC directly or • completing a request via the customer portal

#2: Survey & Quote This process illustrates the approval pathway(s) where a survey/quote is required as part of a service request. Note that this process is identical for Alternative Proposals (EU only) and therefore includes both status values at each relevant step. #3: Create Scheduled Work Order This process demonstrates, at a high level, the steps required when creating scheduled work orders of the following types:

• monthly fixed fee / volumetric (primarily CAS) • scheduled services (eg: Fire Safety Surveys, Estate Appraisals etc) • scheduled and performance-based maintenance (EU only)

#4: Execute & Confirm Work Order This process outlines the steps required to complete and confirm the operations contained within the work order. Once the status of the work order has been set to Technically Complete, payment (where relevant) can be generated via a service entry sheet (see next process). #5: Create Service Entry Sheet & Generate Payment This process provides an overview of the submission and subsequent approval (or rejection) of service entry sheets (SES). Approval of an SES will result in a system generated, recipient created tax invoice being sent to the contractor as proof of payment

Work Order Management Process Flows

BSC Manual – Business Rules


List of GEMS Responsive / Requested Services Business Rules The following business rules are updated on a regular basis. The most recent versions can be accessed via the GEMS Gateway or by clicking on the applicable business rule below. (DRN access required). RR001 Notification Description Convention RR002 Customer Pays RR003 Insurable Events RR004 Events, Exercises and Trials RR005 Escalations RR006 Navy Ships

Work Order Management Business Rules

http://caas/Areas/CORP/DSRG/GEMS/Shared%20Documents/FSM/PM/02%20Business%20Rules/RR001%20Notification%20Description%20Convention%20v1.3.pdf

http://caas/Areas/CORP/DSRG/GEMS/Shared%20Documents/FSM/PM/02%20Business%20Rules/RR002%20Customer%20Pays%20v1.1.pdf

http://caas/Areas/CORP/DSRG/GEMS/Shared%20Documents/FSM/PM/02%20Business%20Rules/RR003%20Insurable%20Events%20v1.1.pdf

http://caas/Areas/CORP/DSRG/GEMS/Shared%20Documents/FSM/PM/02%20Business%20Rules/RR004%20Events%20Exercises%20and%20Trials%20v1.1.pdf

http://caas/Areas/CORP/DSRG/GEMS/Shared%20Documents/FSM/PM/02%20Business%20Rules/RR005%20Escalations%20v1.1.pdf



RR001: Notification Description [Naming Convention]

• Purpose The purpose of this Business Rule (BR) is to provide naming convention guidance for the short description field in GEMS SAP relating to Responsive and Requested services. This is to assist capturing information for evidentiary trail reporting purposes.

• Background GEMS SAP has an additional description field (known as the ‘short description’ field) that provides free text with a total of 40 characters in length.

A standardised use of the short description field provides flexibility with searching and reporting and can meet various business reporting requirements that might not otherwise be available.

• Contractor Obligations The BSSC is to comply with this business rule when raising all Responsive and Requested Notifications within GEMS SAP. Other parties (other than the BSSC) can create Notifications and should also adhere to this business rule, however the BSSC is responsible for monitoring and amending Base Services Notification details to ensure they conform to all applicable business rules.

For details, please refer to the Business Rule document RR002: Customer Pays

• Purpose The purpose of this Business Rule (BR) is to provide guidance relating to the administration of requested services Work Orders not funded by E&IG. These services are delivered under the Base Services Contracts and can be funded by other Defence groups or external parties. This Business Rule does not include guidance on funding arrangements.

• Background E&IG has developed specific funding guidance in consultation with other Defence groups and services. With the implementation of GEMS SAP, some variations to the current administrative practices are necessary.

For details, please refer to the Business Rule document Further Information http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Customer-Pays-Info.aspx Customer Pays Process

http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Customer-Pays-Info.aspx



RR003: Insurable Events

• Purpose The purpose of this Business Rule (BR) is to provide guidance for recording insurable events related to Responsive and Requested services.

• Background Under the Base Services Contracts, the Base Services Support Centre (BSSC) is the primary mechanism for Customers to initiate service requests. Insurance claim processes may take up to four years, therefore it is imperative that the BSSC has the ability to accurately record this detail to ensure the required information/details for a formal insurance claim is able to be identified and retrieved by Defence personnel in preparing that insurance claim. An insurable event is accidental loss or damage to Defence property – Buildings, Contents and Infrastructure – that is not considered to be caused by wear & tear or requires general maintenance, and is likely to exceed an accumulated loss of $500,000 across all Defence locations. For example, accidental loss or damage to Defence property or several properties could be caused by natural disasters such as a cyclone, flood, bush fire, earthquake etc or a single event such as a fire, lightning strike, building collapse or a theft. The EMOS Contractor is not responsible for submitting any insurance claims. The Defence Insurance Office is responsible for handling Comcover insurance claims for Defence Estate property damage caused by severe weather events Australia wide. Further detail on the process is outlined in Annex A: Process for Property Claims (for information).

For details, please refer to the Business Rule document

RR004: Events, Exercises and Trials

• Purpose The purpose of this Business Rule (BR) is to provide guidance for recording Responsive and Requested services relating to official Defence events, exercises and trials.

• Background Historically, service requests (for base services) relating to various Official Events (e.g. ANZAC Day), Exercises and Trials have not been identified and therefore budgeting, tracking and reporting for these activities has not been effective.


Further Information

Events: http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Events-.aspx Exercises : http ://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Exercises.aspx

http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Events-.aspx

http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Exercises.aspx



RR005: Escalations

• Purpose The purpose of this Business Rule (BR) is to provide guidance for the use of the GEMS SAP escalation functionality relating to Responsive and Requested Notifications.

• Background Under the Base Services Contracts, the Base Services contractors are required to advise if they are not able to meet the contracted timeframes. Customers can contact the BSSC to have the provider return to site under the following circumstances:

Work not completed Customer not satisfied with the quality of the work

GEMS SAP provides functionality, called “Escalation” in the Notification that will trigger a workflow to notify the Base Services contractor and PSM that follow-up action is required.

For details, please refer to the Business Rule document RR006: Navy Ships

• Purpose

The purpose of this Business Rule (BR) is to provide guidance for recording Requested services delivered to Navy Ships.

• Background Historically, service requests (for base services) delivered to Navy ships have been recorded against the wharf location to which the ship is docked with no ability to accurately capture costs and activities delivered directly to the ship. From time to time E&IG are required to provide data pertaining to its services delivered to Navy ships.

In Defence SAP, ships are recorded in the Estate Master data as equipment objects.

• Estate Master Data

Under the responsibility of the GEMS Sustainment team, Navy ship data records in Defence SAP must only contain the basic mandatory fields, i.e. Equipment ID, Description (ship name), Estate Classes and Status.

Estate Classes to be as follows:

• Estate Class 1 = EQUIPMENT, 1005 • Estate Class 2 = MARINE, 2108 • Estate Class 3 = NAVAL SHIP, 3999




Product Director Business Rules Where applicable, Product Directors have developed business rules that provide specific guidance on the handling of Service Requests pertaining to their products. This guidance is directed for Base Services Contractor use and adherence. These Business Rules are coordinated through the Directorate of Base Services Management Integration & Coordination http://drnet/dsrg/DSOContracts/BaseServicesContracts/Pages/BSSC.aspx

http://drnet/dsrg/DSOContracts/BaseServicesContracts/Pages/BSSC.aspx

BSC Manual – Work Order Types


Work orders represent the work to be undertaken by a Base Services contractor. Work orders reference a Floc and/or EQUIP, nominate the services (service masters) required to perform the activity, and track the associated rates of effort. Work orders can be generated manually via notification processing, or via system automation through scheduled maintenance plans. A work order is always created with reference to an estate element Floc. Or EQUIP. The following serve as examples:

• Base Support Area • Property • Building • Building Level/Building Space • Land Space • Infrastructure System • Equipment.

Work Orders will be either Costed or Non-costed. This is shown as a Control Key of the Work Order Operation line – ZPM3 = costed, ZPM4 = non-costed. Generally, the BSSC will initially raise as a non-costed ‘placeholder’ operation regardless if the Work Order is costed or non-costed. Costed: Approved work orders that are payment relevant will be linked to a Purchase Order (PO). Once the work is complete, acceptance by the Product Director of a service entry sheet will generate a goods receipt and facilitate payment to the Base Services contractor via Recipient Created Tax Invoice (RCTI), and settlement of costs to the customer cost centre if required. Non-costed: Work orders for services covered under a fixed fee or volumetric service contract do not require additional financial approval or reference to a purchase order. The following table (refer table 2.0 on next page) provides a representation of the key differences between the different types of service requests.

Work Order Types

BSC Manual – Work Order Types Matrix


Request Type Responsive Maintenance

Opportunity based

Maintenance

Minor Workplace Adjustment

Responsive Maintenance

Requested Service

Requested Service

Requested Service

Requested Service

Cost Type Covered

Under Fixed Fee (Non-

priced)

Covered Under Fixed Fee (Non-

priced)

Covered Under Fixed

Fee (Non-priced)

Alternate Proposal

Demand Driven LRS / TRS

Covered Under Fixed

Fee (Non-priced)

Demand Driven

Volumetric (Non-Priced)

Survey & Quote

Notes

Regular maintenance

requests under

threshold

Opportunity based

maintenance under

threshold

Low value new work (not

maintenance) under

threshold

Maintenance requests over

threshold

Services under contract

covered by LRS / TRS

price schedule

Services covered

under fixed fee

Services covered under

volumetric arrangement

Services under contract NOT covered by LRS / TRS

price schedule Notification

Notification Type Z1 Z1 Z1 Z1 Z4 Z4 Z4 Z4 Cost Object Required

Coding 0010 0020 0030 Customer Paid 0040

Work Order Order Type ZM01 ZM01 ZM01 ZM01 ZM04 ZM04 ZM04 ZM04 PMAct Type Z01 Z02 Z03 Z50 Z50

Defence Paid Z01 Z50 Z50 Customer Paid Z04 Z51 Z51 Non-Def. Cust Paid Z52 Z52

Control Key ZPM3 ZPM4 ZPM4 ZPM3 PO / Agreement

Work Order Confirmation Service Category ZROE

ZACT ZLRS

ZROE ZACT ZLRS

ZROE ZACT ZLRS

ZROE ZACT ZLRS

ZLRS ZZPR ZROE ZACT

ZZPR ZSUR ZROE ZLRS

SES Required?

Table 2.0 – Work Order Type Matrix



ZM01 – Responsive Maintenance (Estate Upkeep) Work Orders Responsive maintenance work orders cover unplanned, reactive or corrective maintenance required to rectify defects or repair damage to Defence estate property. These work orders may also include opportunity based maintenance, which is pro-active maintenance that applies to any part of the estate (other than estate elements covered by performance based maintenance). Table 2.0 Work Order Type Matrix (refer previous page) provides a representation of the key differences between the different types of scheduled services. All of these work orders when initially raised from a customer request are released for action by the EMOS contractor. Subsequent work orders such as for alternate proposals (costed ZM01 Work Orders) or EU reimbursable follow approval processes. For further information on the approval processes please refer to DEQMS and other documentation endorsed by DEPU.

ZM02 – Scheduled Maintenance Work Orders

These work orders relate only to the Estate Upkeep Maintenance Schedule (EUMS). These are system generated non-costed Work Orders.

ZM03 – Estate Appraisal Work Orders

These work orders are recommended works arising from the Estate Appraisal inspections. Note: these do not have a corresponding Notification record and are used for the purpose of review and scoping for project delivery. These will never be used to capture actual ROE or actual costs.

ZM04 – Requested Service (Non EUMS) Work Orders Requested services are delivered on an ad-hoc basis under a requested or a survey-and-quote process. Once requested and approved, the Base Services contractor will schedule the request for delivery within service level agreements and advise of any changes to the scheduled delivery date and time. Requested services can be initiated as customer funded or Estate & Infrastructure Group (E&IG) funded through the Base Services Support Centre (BSSC) via phone, email, Contractor Information Exchange (CIX) or the self-service web portal. There are a number of variances to the ways that requested services are managed in the system depending on how they are catered for under the Base Services Contract. This affects the type of notification and work order created, and the way that confirmations and service entry is performed. Table 2.0 Work Order Type Matrix provides a representation of the key differences between the different types of requested services.

BSC Manual


ZM05 – Scheduled Service Work Orders Scheduled services are predetermined service activities to be conducted on the Defence estate. Scheduled services are planned for delivery on a regular basis. Scheduled services are used for:

• scheduling work orders for volume based services • fee payment schedule for:

o Management, Integration and Coordination (MIC) service o Base Support Services Centre(BSSC)

• services delivery schedule for activities performed under fixed fee or volumetric contracts. The scheduled services process includes services priced in the form of a fixed period (mostly monthly or daily) fee for a contractually pre-agreed measurable outcome and takes into consideration the following for each service package:

• identification of the location and frequency of delivery of services • development, maintenance and delivery of a service delivery schedule • requests for the delivery of service when requested by customers via a service request • records of rate of effort specified for every service • assignment of service delivery tasks to the relevant service delivery contractor.

The scheduled services process also identifies the contractor actions required to confirm delivery of services on a periodic basis and the provision of supporting data required for analytical purposes. This data is typically captured via measurement documents, completed by the contractor when the service is delivered, and recorded against the relevant GEMS measurement points. The scheduled services process outlines the financial integration of requests from procurement to final settlement of funds. The steps to process scheduled services in Defence SAP are generally the same as scheduled and performance maintenance, including the same key steps:

• task list • maintenance plan • work orders • completion and payment.

There are a number of variances to the ways that scheduled services are managed in the system depending on how the services are catered for under the Base Services contract. This affects the type of task list and maintenance plan created, and the way that confirmations and service entry is performed. Table 2.0 Work Order Type Matrix provides a representation of the key differences between the different types of scheduled services.

BSC Manual


Composite Requested Service Work Orders For composite requested services, or service requests that access more than one purchase order line, separate notifications will need to be created. These notifications and work orders are then linked to the original notification and work order using the Reference Notification and Reference Work order fields. This provides the Product Director and BSSC with a mechanism to collectively schedule, reschedule work orders, and coordinate delivery of the services.



Survey & Quote Requirements The BSSC will raise work orders with a placeholder non-costed (ZPM4) operation line (example below).

Within the contractor system, this line is to be replaced with a costed operation (ZPM3) and the correct service activity, Purchase Order, etc details. Confirmations are done against the costed lines and therefore the placeholder non-costed line becomes redundant. Multiple service activities (in accordance with the LRS/TRS) may be required in order to provide the correct costing and breakdown of the quotation. For ‘true’ survey and quote (where LRS/TRS does not apply) then the ‘generic’ service activity can be used. Multiple operation lines may also be added in order to provide the required breakdown of the quotation. Long text description to include the following information:

• Clarification of the scope of the service • Confirmation that the Contractor has consulted stakeholders • Contractor risks and mitigation • Contractor has considered bundling similar services to provide the best value outcome for Defence • Any further details relevant to support/justify the request/quotation • For customer pays, confirmation the customer has approved the request (name and date)

Submission of the quotation must firstly be sent via the CIX with ‘QSUP’ (Quotation Supplied) status. Following acknowledgement, the status is to be changed to ‘QAPR’ (Quotation Approval Requested) status.

Creating a Survey & Quote Work Order

BSC Manual


Step 1: Create Notification A – Complete the Job Details Tab

Step # Field Commentary

1 Short Description Limited to 40 characters, the BSSC will enter a brief title for the service request conforming to business rule RR001. (http://caas/Areas/CORP/DSRG/GEMS/SitePages/DisplayGRIP.aspx)

2 Functional loc.

Each service request is linked to a specific functional location (a physical building). When raising the service request, the BSSC will enter the existing building number provided by the customer. The GEMS system will automatically populate the functional location field with the corresponding GEMS value.

3 Coding The coding value represents the service line.

4 Description (Long Text)

An explanation of the requirements (pertaining to the service request) are entered in this field. Over time, this field will record all of the historical notes including reasons for rejections or approvals (added by the product director/approver),as well as modifications to the service request. Links to supporting documentation are also included in this field. Limited to about one million characters.

5 Planner Group The Planner Group represents the trade type associated with the service request. For services other than Estate Upkeep this is to be ‘OTH Other’.

6 Main WorkCtr The Main Work Centre is a combination of region and service tower.

7 Reported by Contains the PMKEYS ID / ODS# of the person requesting the service if provided, otherwise the name is to be entered using the convention e.g. “J. Bloggs”.

B – Complete the Additional Data Tab

http://caas/Areas/CORP/DSRG/GEMS/SitePages/DisplayGRIP.aspx

BSC Manual



1 Priority

The timeframes against each priority correspond to those listed in the EUMS as follows:

• Emergency: +24 hours • Immediate: +24 hours • Urgent: +48 hours • Routine: +28 days • Specified requirement: a specific end date and time.

For all services other than Estate Upkeep, ‘Specified requirement’ should be used.

2 Message Details (Icon). On site point of contact information for primary and secondary contacts.

BSC Manual


C – Complete the Customer Details Tab


1 Requestor Details Whilst not enforced by the GEMS system, this information is required by Defence. Automated system messages will be sent upon specific status changes, where a valid email address is entered.

2 Customer Cost Objects To be included when the service request is customer funded. Will be required as part of the approval process.

3 Reference To be included for “follow-on” or subsequent service requests. For example, where several different service lines may be required to meet the requirements of the original service request.

BSC Manual


Step 2: Create Work Order

A - Complete the Header Data Tab


1 PMActType This field determines “who” is paying for the services provided. Where Z51 is selected, an accompanying cost centre code or WBS element must be provided (refer additional details tab) in the relevant fields before approval can be granted.

2 Revision Used to allocate a work order to an event (natural disaster, exercise or insurable). Refer to Business Rules RR003 and RR004.

BSC Manual


B - Populate the Operations Tab The operations tab contains a list of all of the operations required to fulfil the requirements of the service request. When creating the work order, the BSSC will populate only one operational line with an operational placeholder. This placeholder should remain unchanged as it is used to inform reporting requirements at Defence. The subsequent operational lines (lines 0020 onwards) will be populated by the contractor as part of the “scope and quote” activity.


1 Task List Selection This menu item allows the BSSC to select a task list using a direct entry method. 2

BSC Manual


C - Select a Task List


1 Task List Overview Task lists have been pre-configured by service line/tower for easy selection. 2


1 Task List Overview Having selected a task list, the BSSC will then select the relevant operation within the selected task list. In this example, operation 0002 will be selected as the Survey & Quote, non-costed, placeholder operation.

2

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1 Task List Overview Line 0010 will be populated with the non-costed (ZPM4) operational placeholder. 2

BSC Manual


D - Set the User Status


1 User Status

Setting the User Status to QREQ and SVNQ, will (when the work order is saved): • Initiate a workflow (system message) to the requestor to confirm that the

service request has been sent to the contractor to be quoted, and • Initiate a second workflow directing the work order to the contractor system,

via the CIX, for quotation.

2 System Status

It is important to note here that the system status will not be set to REL (Released). Once the work order has been approved by a Product Director (User Status QAPP), the system status will change to REL and the work order can then be referenced on a service entry sheet for payment.

The final step (in the work order creation phase) performed by the BSSC is to save the work order by clicking the SAVE button. The GEMS system will then generate workflows (system messages via email) according to the user status values set by the BSSC. Note: the BSSC does not have the ability to release a work order with SVNQ status. The next page contains a summary of the status values (and associated workflows) relevant to the survey and quote work order process.

BSC Manual


Status Values

Status Status Name Description Workflow Recipient Notes

SVNQ Survey & Quote

Used to indicate that the service request is outside the monthly fixed fee and/or requires approval before it can be released (REL).

N/A Set by the BSSC during work order creation.

QREQ Quote Required Acts as an indicator to the contractor that more information is required before work may proceed.

EMOS/MSP

Work order is routed through to the EMOS/MSP system via the CIX containing one non-costed operational line item.

QSUP Quote Supplied Set by the EMOS/MSP system to indicate that a quote has been provided. Requestor

Additional costed line items are added to the work order by the contractor. The workflow generates an email to inform the requestor.

QAPR Quote Approval Requested

Set by the EMOS/MSP system when a quote is submitted for approval. Used as a subsequent status to QSUP.

Product Director

(approver)

Work order is routed back through the CIX into GEMS. Appears in the relevant Product Director’s dashboard as an item requiring approval.

QAPP Quote Approved Set in response to the Product Director approving the quote provided. Requestor

System status is set to Released (REL). The workflow generates an email to inform the requestor that the quote has been approved.

QREJ Quote Rejected

Set in response to the approver selecting ‘Reject and Requote’ for the quote supplied by the provider. Allows the contractor to re-submit a quote.

Requestor EMOS/MSP

A rejection reason will be entered by the Product Director. A workflow will generate an email to the requestor including the reason for the rejection. An additional workflow will also update the status values in the EMOS/MSP system for this work order via the CIX.

REJC Rejected

Set in response to the approver Rejecting the quote (or alternate proposal). Also used to manually reject a work order. Contractor will not be able to re-submit a quote on these work orders.

Requestor Requestor is informed of service request closure via workflow generated message (email).

REL Released The work order is released for completion/fulfilment by the contractor. EMOS/MSP

Work order is sent through to the EMOS/MSP system via the CIX in a state that allows confirmations and payment claims to be submitted against it.

Table 2.1: Survey & Quote Status to Workflow Relationships

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Hospitality & Catering

Activity Costed (S&Q) Non-costed

Meals in the mess Rationing In Ration request Hot boxes BBQ packs Sandwiches Inflight meals Muesli bars Function Morning tea Working lunch Marching out parade Request for labour Happy hour Dining in All customer (unit) pays

Mess Committee Functions Where functions are funded by the Mess Committees, the following process applies:

• Raised to the Notification level only, NO Work Order. • Notification ‘Print’ PDF document from GEMS is to be emailed to the relevant provider. • There will be no further processing in GEMS for these requests (apart from closing the Notification). • Payment is to be done in consultation with the relevant Mess Committee directly and is the responsibility of the

contractor. • The Product Director will not have any involvement in these requests unless there is an impact on the delivery of

other H&C services. • The reason for the creation of the Notification is purely as a record for re-tendering purposes in the future.

Service Specific Guidance When Creating Work Orders

BSC Manual


Sports & Recreation Activity Costed (S&Q) Non-costed

Booking request for gymnasium, swimming pool or other designated sporting and recreation facilities

Open or close gymnasium or swimming pool Booking request for portable gymnasium and/or sporting equipment

Request for the provision of a gym attendant outside scheduled service operating times

Request for the provision of a lifeguard outside scheduled service operational times

Investigate request for internal or pool deck cleaning activity Investigate request for pool safety equipment due to damage or missing items

Request to assist PTI with equipment setup / physical training activity

Housekeeping


Supply cleaning products for user clean to accommodation (LIA) facilities

Investigate reported damage and defects to accommodation premises and furniture or equipment

Request replacement of portable equipment by Defence i.e. iron, ironing board, vacuum cleaner

Provide escort in occupied room for cleaning or maintenance personnel

Remove, store, transport or purchase furniture for accommodation rooms & common areas – Only within LIA facilities.

Request for general information on accommodation matters or cleaning needs including provision of bed linen

Request for cleaning services due to spills including bodily fluids, breakage, event, to an accommodation room

Retail Stores and POL


All work orders

Transport


Vehicle and driver support

NEPT

Self-drive request Mail related tasking

BSC Manual


Waste Management


New bin/service

Existing bin/service Cleaning


Supply cleaning products for user clean to office environments Request removal of animal excrement both internal and/or external

Request for additional internal waste bins/receptacles

Investigate and attend to cleanliness and general state of refuse storage area

Clean internal windows, glass 7 other surfaces up to 3 metres Request for cleaning service due to spills including bodily fluids, breakage, event, any part of a hangar or warehouse

Investigate reported cleaning needs ablutions, kitchen, offices or other general building spaces, including accommodation common areas (not room)

Remove excess water from floor, carpets, etc as a result of flooding. Not related to equipment failure (eg aircon leak)

Removal of graffiti and tags

Removal of internal general waste and rubbish removal including emptying waste bins and receptacles. Provision to be made for separation of materials as required.

Inspect and clean building facade and/or external waste areas Inspect and clean out downpipes, guttering & roof area including under equipment

Pest and Vermin


All work orders

Laundry & Dry Cleaning


Request for quote/action to launder or dry clean personnel issued clothing/item (user pays service)

Request for additional supply of contractor owned medical, dental or theatre linen

Provide scheduled collection or delivery of laundry cleaning of Defence owned assets

Request for sewing or repairs during laundering or dry cleaning

BSC Manual


Land Management Activity Costed (S&Q) Non-costed

Tree works above 3 metres

Replacement plants

Regeneration/rehabilitation works

Line marking Sportsfield repair/renovation – top dressing/re-seeding sportsfield Graduation, exam, event preparation/set up Clear debris from drainage lines Euthanise sick and injured wildlife Replenishment of softfall Conduct of program activites Refilling gas bottles in BBQ areas Power line clearing Weed control outside domestic/cantonment areas Landscaping

Tree assessments

Clear deadfall (fallen branch) Grass maintenance/garden maintenance Removal of sick and injured wildlife Dispersing animals on airfields Remove weeds in domestic/cantonment areas Training Areas and Range Management


All work orders

BSC Manual


Work Order Cancellations Work orders can be cancelled at various stages and for a variety of reasons. Once a work order is released, GEMS will notify the contractor via the CIX. A released work order is essentially an authorisation (from Defence) for a contractor to proceed with fulfilling the service request. When a released work order is subsequently cancelled, it may be possible that the contractor has already commenced activities related to fulfilling the service request and may therefore have incurred costs. The contractor is entitled to claim payment for any costs incurred against a released work order. For this reason, the BSSC is NOT to cancel a work order unless instructed by the relevant contractor. Instead, the BSSC will do the following:

• add “CANC” at the beginning of the Notification Short Text description field, • add a note in the long text description field detailing who has requested the cancellation and why. Also who is

being notified (contractor) of the cancellation, • Save the Notification • Send an email to the relevant contractor referencing the Notification and Work Order number advising of the

cancellation. • The BSSC will NOT action anything further unless instructed by the contractor.

Where the BSSC is being instructed to cancel a Notification and Work Order, the contractor must provide them the following details:

• Notification and Work Order number • Clear instruction to cancel • Confirmation of the reason

The BSSC will then proceed to cancel the Notification and Work Order by:

• Updating the status of the Notification to “CANC” • Updating the long text description to include who has instructed the cancellation and further explanation where

required. • Updating the Work Order status to “REJC”.

Operational Procedures

BSC Manual


Customer Pays Process Defence Customer

• Customer raises request (and hopefully provides their Cost Centre/WBS Element upfront) • BSSC raises the Notification (with the customer codes) and the associated Work Order with the activity type

denoting it is user pays (with Quote Required status). • The contractor investigates, scopes and produces a quotation to the customer using the Quotation form (off

system). • The customer considers the quote and either approves and rejects (off system). • If approved, the customer needs to provide the Cost Centre/WBS Element on the form. Without either of these

codes the work cannot proceed. • Contractor retains the Quotation form and inputs all quotation details into their system (including customer

approval confirmation detail in the long text description), sets the status to Quotation supplied. This is then transferred via CIX to Defence SAP in which an email is automatically triggered to the customer (that the quote is supplied).

• Under normal circumstances or unless directed by the applicable Product Director there is no requirement at the time of submitted the quote via GEMS for the Quotation form to be submitted to the Product Director either in GEMS (via an Objective link) or via email. Note the Product Director teams reserve the right to conduct assurance checking either at the time of submission or afterwards.

• Contractor sets the status to Quotation Approval Requested in their system which again is sent to Defence SAP via the CIX. This status triggers the workflow to the Product Director seeking approval.

• Product Director approves based on the fact that the Work Order activity type shows it is customer pays and they validate the Cost Centre or WBS code has been entered in the relevant field in the Work Order Additional Details tab. Where codes are missing the PD team will enter text into the Notification long description and select ‘reject and re-quote’ from their inbox. Other issues could also lead to rejection or delays if requiring clarification or validation.

• Work proceeds on the basis of the customer approval and customer kept informed of progress and completion. • Contractor enters completion details (WO confirmation) in their system and is transferred to Defence SAP via the

CIX. • A SES (payment) is created with the quoted amount in the contractor system and again is transferred to Defence

SAP via the CIX. This triggers a workflow to the Product Director for approval. • Product Director approves. • Automatic settlement journal occurs using the provided Cost Centre or WBS. The Account Code is taken from

the Purchase Order. Unfortunately this journal does not provide specific detail linking back to the Work Order.

Customers are provided the quotations of their funded Work Orders but if they want to reconcile between Roman and GEMS they may encounter some issues as the settlement journal will not reference the Work Order. Non-Defence Customer

• Same process as above with the exception of the need to capture a Cost Centre/WBS Element. Instead, it is important to capture the customer billing details in the Customer Details tab of the Notification.

Please also refer to the Survey & Quote Process Exceptions

• Mess committee functions – refer ‘Service Specific guidance when creating work orders’, ‘Hospitality & Catering’.

• Where an organisation enters into a separate contractual arrangement to that of the Base Services Contract. These would not be recorded in GEMS. For example, BGIS may deliver services directly to the Australian Federal Police.

BSC Manual


Expectations of the BSSC The BSSC is to have appropriate scripting arrangements to make all reasonable attempts in identifying and determining funding arrangements. This should be based on PSM Business Rules and any other customer pays guidance documentation where applicable. That being said, it is acknowledged that 100% accuracy is not always possible at this early stage of receiving and registering the request.

It is up to the contractor to ensure correctness.

The BSSC will do the following:

• Where a Cost Centre code or WBS element is provided it will be recorded in the Customer Details tab of the Notification (and subsequently copied across to the work order automatically upon its creation)

• For ZM04 Requested Services, select one of the following Work Order PM Activity Types: o Z50 Reqstd Srvc –Defence Paid o Z51 Reqstd Srvc –Def. Cust Paid o Z52 Reqstd Srvc –Non-Def Cust Paid

• For ZM01 Responsive Maintenance, select one of the following Work Order PM Activity Types: o Z01 Responsive Maintenance o Z02 Opportunity based Maint. o Z03 Minor Workplace Adjustment o Z04 Responsive Maint –Customr Paid

The BSSC may be requested by base services providers to obtain the latest version of the quotation form.

The BSSC is responsible to despatch Work Orders to the relevant base services providers via the Contractor Information Exchange (CIX). Customer pays Work Orders are to be assigned the ‘Quotation Required’ status.

Expectations of the Base Services Contractors Each base services contractor is responsible for liaising with the customer to determine the full scope of the service required, confirming the funding source (i.e. E&IG or customer pays) and then completing the Quotation form. The completion of the form includes obtaining the customer codes, or invoicing details in instances where it is a non-Defence customer. The customer is to sign the form, giving their authorisation to proceed with the service. The Quotation form is not to be used for E&IG pays services. These are to be submitted and approved in system via GEMS SAP.

Regardless of the customer approval obtained on the Quotation form, base services providers must still enter the applicable quotation information in GEMS SAP. The system approval processes will still apply however the Work Order details

Base Services providers must retain the quotation form in accordance with Commonwealth record keeping requirements.

Further Information



BSC Manual


Project Requested Services For the purpose of this document, “Projects” are defined as Defence works and services that are managed and delivered as a package that is outside of the usual base services requested and responsive services. Projects can be managed by Infrastructure Division (ID) and Service Delivery Division (SDD) of the Estate & Infrastructure Group (E&IG). In most circumstances (apart from the EMOS Contractor), the project managers will not have access to work orders within GEMS. Project managers are responsible for the management and tracking of all services pertaining to their project. All requests associated with projects (including project management fees) are NOT to be created as Notifications and Work Orders within GEMS. All interaction and administrative processes must be directly with the Project Delivery contractor and in accordance with the project management requirements and processes. These requirements are set by the Directorate of Estate Works Program Office (DEWPO) or ID. Examples of project related requests include (but not limited to):

• Project management fees from the EMOS contractor • Guarding services related to the project • Waste removal related to the project

Extended Work Orders (spanning multiple months)

These can be handled in two different ways:

1) Work Order to have end date spanning entire duration of the requirement. Partially confirm if required to do in stages. For example monthly. SES can be submitted aligning with the partial confirmation. Close out the Work Order only after the end of the requirement. This is the preferred option.

2) Multiple Work Orders could be created, one for each month (as an example), however they must reference an original Work Order (non-costed) that covers the whole period. These multiple work orders should not overlap in timeframe, ie they are representing one portion of the whole period of the requirement. Each Work Order can be fully confirmed with a SES submitted. At the completion of the entire requirement the original work Order will need to be closed out.

Note: The Revision field in the Work Order is used to associate (and report) on Exercises.

BSC Manual


Recommended Best Practice When creating the notification, the BSSC select specified requirement in the priority field and set the end date to the end of the expected service delivery period. In this example, the end date is the 30th September 2017.

All relevant details are copied across from the notification into the work order. (Note the basic finish date). This task is completed by the BSSC.

BSC Manual


The operational line items can be structured in such a way as to allow monthly confirmations. This will help facilitate monthly SES submission. Operational line 10 is created by the BSSC as a non-costed placeholder only. This line is not removed. Lines 20, 30 and 40 are configured by the contractor once the work order is sent through from the BSSC. These lines are entered as costed line items (ZPM3).

Each of the costed (ZPM3) line items will contain the same set of service masters. These service masters are selected by the contractor and effectively form the quotation. In the example below, the same two service masters (14009034 and 14006427) will be included against each of the ZPM3 operational lines (20, 30 and 40 in the image above).

BSC Manual


Contractor Information Exchange (CIX) All work orders created and any subsequent updates are sent via the CIX these transports logged in GEMS with the date and time sent. It is important to note that acknowledgements of receipt of data are also logged. This confirms the connectivity and that data has been sent successfully from one system to the other. For the latest technical specifications relating to the CIX please refer to the most recent published CIX Application guide. Actioning Released Work Orders Releasing a Work Order is effectively the authority to proceed with the work. The status ‘REL’ will be displayed in the System Status field on the Work Order. Work Orders can be released via 3 methods –

• BSSC releases the Work Order where it is covered under the fixed fee or is volumetric in nature • System auto-release where a Survey and Quote is submitted for Product Director approval that is under the

service threshold amount • Product Director approves a Survey and Quote or Alternate Proposal.

ZM01 Work Orders – User status doesn’t change, i.e. stays as ‘INIT’, BSSC RELeases the Work Order ZM01 Alternate Proposal Work Orders – User status will be APRO, requires Product Director approval ZM04 Work Orders (volumetric or covered under the fixed fee) - User status doesn’t change, i.e. stays as ‘INIT’, BSSC RELeases the Work Order ZM04 Survey & Quote Work Orders – User status will be SVNQ, can be automatically released if under the applied threshold, otherwise requires Product Director approval. What to do if errors found Validate with the BSSC first – ascertain if it is a data entry error or a technical issue Data entry error

• For initial creation errors, i.e. BSSC responsibility, then the BSSC should correct and re-save the Work Order • For errors occurring after the work order has been despatched, the correction should be the contractor

responsibility and done within the contractor systems (and sent to GEMS via the CIX). Having said that, the BSSC may be required to assist where it is not possible to fix from the contractor systems.

• Where it is uncertain on how to fix then advice may be sought from the SDD GEMS team Technical issue

• Ascertain if the technical issue is GEMS or the contractor system • If the issue is with the contractor system then take internal action to fix, advise the SDD GEMS team and the

GEMS Sustainment team if the issue has any impact to GEMS or business continuity. • If the issue is with GEMS then log a request through to the GEMS Sustainment team. Advise the SDD GEMS

team if any impact to business continuity.

Receipt of Work Order

BSC Manual


Requirements of the BSSC (Responsive/Requested Services)

The BSSC may receive documents via the following methods –

• Attached to the AE547 • Attached document to an email • Attached Objective link to an email (unlikely due to access issues) • Hardcopy (BSSC should scan to convert electronically)

The BSSC is not currently required to store documents in Objective, nor are they required to include an Objective link in the Notification within GEMS. In all instances, any documents received by the BSSC must be emailed to the appropriate party, i.e. contractor and in a timely manner to align with the despatch of the Work Order. There is no provision in the CIX for attached documents. All documents received are to be retained and managed by the relevant contractor and is subject to contractual requirements, Commonwealth policy and legislation. Note: the BSSC may hold these documents for the purpose of initiating the request or dealing with enquiries, however there is no requirement of the BSSC for retention beyond that.

Documentation / Attachments

BSC Manual


Confirmation Process On completion of work, the Base Service contractor provides work completion documents via CIX. These documents include:

• Work order confirmation along with actual effort in appropriate unit of time and/or materials. • Technical completion of work order • Measurement documents against applicable measurement points to provide information about the actual

condition against target or measurement information for a functional location or equipment • Service entry sheet for services that generate payment:

o customer paid services, including non-Defence customer recoverable services o survey and quote services o requested services against labour and/or material rate schedules.

The Base Services contractor is required to lodge work order confirmations for every completed work order, and service entry sheets only for those work orders that generate payment. The PD is required to review and accept the service entry sheets. Once a service entry sheet has been accepted a recipient created tax invoice (RCTI) is automatically generated. Invoices will be generated at a specified frequency at either of the following levels:

• per vendor • per purchase order • per order item • per delivery document/service entry.

Work order operation confirmation is used for capturing service activities and delivery times for contractor performance reporting. That is, it captures the actual against the planned resources in the operation being confirmed. An operation can be confirmed multiple times until its final confirmation; which is achieved when selecting the ‘Final Confirmation’ checkbox. Rate of Effort Base Services contractors are required to provide information on rate of effort and other measurement information as specified in the contract. One way Base Services contractors may be required to provide this data is by providing the rate of effort in work order confirmations. For example, under an Access Control contract, the Base Services contractor may provide the rate of effort associated with the provision of Access Control under the monthly fixed fee. These confirmations may be provided on a daily, weekly, or monthly basis, and multiple confirmations may be provided against a single work order to provide the level of data required for analysis of the services delivered under the contract.

Work Order Completion / Confirmation

BSC Manual


ZM01 Responsive Maintenance Confirmations Please refer to the Estate Planning and Upkeep User Manual ZM02 Estate Upkeep Maintenance Schedule Confirmations Please refer to the Estate Planning and Upkeep User Manual ZM04 Requested Services Confirmations Under development ZM05 Scheduled Services Confirmations

Fixed Fee (costed)

• Time confirm ‘0’ quantity • Enter any volumetric data as required • Set Final Confirmation status flag (should set system status to ‘CNF’)

Rate of Effort (non-costed) This is a scheduled work order generated for the monthly capture of rate of effort (ROE) data requirements as required in the Base Services Contracts (Schedule 2 Statement of Works)

• Time confirm ‘0’ quantity • On each ‘ROE’ service master activity applicable – enter ROE figures • Set final confirmation status flag (this should automatically set system status to ‘CNF’)

For more detail on ROE requirements please refer to the Resources section of this document.

Service specific schedules (non-costed) Under development

BSC Manual


Service Entry Sheets Consumption of service and maintenance costs from (scheduled fixed cost and ad-hoc) purchase agreements is posted to work orders via service entry sheet posting. This transfer debits the reference work order as actual costs. An electronic confirmation of the completion of work is received and the Base Services contractor marks the work order as Technically Complete. Where the work delivery results in a payment to the Contractor (ie the task is not covered under a fixed fee), the Contractor will provide a service entry sheet via the CIX interface. The PSM will review and accept the service entry. Approval of the Service Entry Sheet will trigger the creation of a Recipient Created Tax Invoice (RCTI) and result in a payment to the contractor. The work settlement occurs automatically through a Defence SAP generated periodic batch process. Finally, the work order is marked as ‘Business Close’ automatically on a periodic basis. Each work order contains a system generated settlement rule for the final posting of costs to a settlement receiver. This credits the order removing all liability and debits the receiving cost centre. Work order settlement will generally be an automated process. A work order settlement can be executed using transaction KO88. Generally work order settlement will not occur until final completion of all planned works within the order. At final settlement the work order is credited and the final cost receiver debited removing all liability from the work order as cost object. For more specific guidance please refer to the following documents:

• Base Services Contractor Invoicing Business Rule (published by Contract Administration Support) • Service Entry Sheet Management Reference Guide

BSC Manual


The escalation task provides a mechanism for

a) the customer to follow up on a service request that has not been completed, or b) for the Base Services contractor to seek approval from the Product Director to agree to a change (or delay) in

service delivery or maintenance outside standard delivery requirements.

The escalation task will trigger a workflow to notify the Base Services contractor or Product Director that follow up action is required. Please refer to the relevant business rules when processing escalation tasks. An escalation will sequentially follow these high level steps:

• raise escalation • respond to escalation • close escalation

Escalating a Service Request

BSC Manual - Forms


The AE547 Service Request Form

Purpose

The AE547 Service Request form is a PDF webform and is for requesting a Base Service.

Use and Limitations

Customers submit the form to the BSSC via email. The form is to be used for requesting services within the scope of the Base Services Contracts only. The form can only be completed and submitted via the Defence Restricted Network (DRN) or DSTG Protected Research Network (PRN). The form is NOT for requesting Emergency, Immediate and Urgent requests or any requests requiring delivery within 7 calendar days. These must be telephoned through to the BSSC. Only UNCLASSIFIED information is to be entered on the form. If the request is for multiple locations then a separate form should be submitted for each location. Multiple services can be selected on the same form but may result in multiple Notifications and Work Orders being raised. The form may contain attachments, either embedded in the form or attached to the email. Where applicable, these attachments should be provided to the relevant service provider. For Reprographics, customers are to complete form CX 020-1 – Publishing Information Management System (PIMS) Reprographic Request. The form is NOT to be used for asset requests that are not covered under the Base Services contracts. The Estate Services Supported Asset Request (ESSAR) is to be used for these requests. Business rules and guidance is found in the ESSAR form. The form is NOT for lodging complaints. All Base Services complaints should be telephoned to the BSSC.

Future plans

This form is to be superceded by the GEMS Customer portal.

Form owner

DBSMIC is the form owner and developer. Any issues or suggestions for improvement can be advised directly to the DBSMIC Group Email box – mailto:[email protected]?subject=AE547 Service Request Form The form and any information contained therein remains the property of the Commonwealth.

Forms

http://intranet.defence.gov.au/cgi-bin/hive/hive.cgi/AE547.pdf?HIVE_SESSION=pqmqqureknqg/127.0.0.1&HIVE_PROD=0&HIVE_REQ=2001&HIVE_REF=hii%3a89494&HIVE_RET=ORG/AE547.pdf

mailto:[email protected]?subject=AE547%20Service%20Request%20Form

BSC Manual – Forms Sept 2017


Quotation Form

Purpose

The Quotation form is an excel spread-sheet form and is for use by Base Services Contractors when providing quotations for customer pays requests. Use and Limitations

The form is to be used for Quotations relevant to the Base Services Contracts only. The form should only be used for customer pays quotations only (once transitioned to the Defence SAP environment). All E&IG pays quotations will be submitted and approved within Defence SAP. Base Services Contractors complete and submit the form directly to the customer requesting the service to obtain their approval. BSSC is not responsible for completing the form or actioning anything relating to the quotation other that creating and releasing the Work Order (Quote Required status). The BSSC may be requested to provide the form to Base Services providers upon request. Only UNCLASSIFIED information is to be entered on the form. If the request is for multiple locations then a separate form should be used for each location. Only one service is applicable per form although multiple activities can be itemised and costed. Upon obtaining customer approval (Defence), a Cost Centre or WBS code must be given prior to proceeding with the delivery of the service. Upon obtaining customer approval (non-Defence), billing details must be given prior to proceeding with the delivery of the service. Form owner DBSMIC is the form owner and developer. Any issues or suggestions for improvement can be advised directly to the DBSMIC Group Email box – [email protected] The form and any information contained therein remains the property of the Commonwealth.

mailto:[email protected]

BSC Manual – Auto Release Thresholds


What are they? Auto release thresholds are dollar values applied (at the service line level) that provides a permit and automatic release up to the threshold dollar value of a Work Order quotation that has been submitted via the CIX (with QAPR status). This helps reduce the rate of effort required of the Product Directors in needing to approve S&Q work orders and provides an immediate release of the Work Order to enable the contractor to proceed. System Applied Thresholds

PD Service Line Column C

Auto-release Threshold E&IG pays

Column F Auto-release Threshold

Customer pays

DBSO Access Control TBC Nil DLOG Fire Fighting Not Required by PD Nil DLOG Aircraft Refueling Not Required by PD Nil DLOG Airfield Ops Support $3,000 $10,000 DLOG Retail Stores Under Review by PD $10,000 DLOG Petrol Oils and Lubricants Not Required by PD Nil DLOG Transport $3,000 $10,000 DLOG Reprographics and Printing Not Required by PD $10,000 DHRS Housekeeping TBC $10,000 DHRS Hospitality and Catering $1,000 $10,000 DHRS Laundry and Dry Cleaning $1,000 $10,000 DHRS Sport and Recreation $1,000 $10,000

DBSMIC Base Services Support Centre Not Required by PD Nil DBSMIC Commercial Operations Not Required by PD Nil DEEESD Cleaning $3,000 $3,000 DEEESD Land Management $1,500 $1,500 DEEESD Pest and Vermin $500 $500 DEEESD Waste Management $10,000 $10,000 DEPU Estate Upkeep Not required by PD Nil

DOTAM Training Area Management TBC by PD $10,000

Auto Release Thresholds

BSC Manual - Frequently Asked Questions


• Once despatched, can the BSSC see my Notification and Work Order in SAP?

Yes, however the BSSC will not be able to see any costing details relating to any other contractor work orders. The BSSC will be able to change the status and other details such as end date, add further description in the long text, escalations, etc.

• How will WO’s be received?

Work Orders are received via the CIX and will either be ‘Released’ to proceed or will require a ‘Survey and Quote’ (S&Q). In the case of S&Q the BSSC will update the status to SVNQ QREQ and save (not release) which triggers the despatch via the CIX. In each instance, the BSSC will create the Work Order with a non-costed placeholder Operation Line.

• How will attachments/documents be handled?

Where documents are provided to the BSSC, the BSSC is not currently required to store them in Objective. In all instances, any documents received must be emailed to the appropriate party. There is no provision in the CIX for attached documents.

• Work order changes: can the dates, etc be adjusted after it has been released?

The BSSC (and Contractor via the CIX) can update most fields in the Notification and Work Order after it has been released (or sent for S&Q) but only before it has been completed in the system. Examples include - changes to the description, start/end dates and status. One point to raise though - the BSSC could potentially send through an updated Work Order that is currently being updated (with price information for example) in the contractor system. In this case the information entered in the contractor system would be overwritten by the update from GEMS.

• What are Task Lists in the context of what the BSSC use to assist with the creation of Work Orders?

We have implemented the use of the task list functionality of the system to assist the BSSC in populating place holder details in the Operation Line of the Work Order. Typically the BSSC will select the appropriate service line (Task) and then choose the operation line, a choice of either Reactive or S&Q. This place holder line will always be a non-costed line and automatically populate fields such as the material group, vendor and service.

• How does the BSSC know if it is fixed fee vs S&Q?

The BSSC have a basic understanding and have been provided the Product Director business rules that assists with providing guidance. The BSSC may not always get this right therefore it is up to the Contractor to be diligent when receiving Work Orders.

• Multiple work order requests?

Multiple Notifications/Work Orders that are ‘linked’ should be referenced to the original request. In the instance where some coordination is required (under the MIC deliverable) then the original Notification and Work Order should be raised against the MIC service line and all subsequent Notifications and Work Orders raised should reference the original MIC Notification and Work Order.

• How is a request raised for non-Defence sites?

Estate data in GEMS only has a representation of Defence assets, either owned or leased. There are no miscellaneous or dummy functional locations. All Notifications must therefore be raised against an existing functional location record. This is important as it ties to the service masters/contract rates. When raising it, the BSSC will generally raise the Notification against the where they think the service will be delivered from or the nearest Defence functional location. The actual delivery location details however must be clearly stated in the long text description of the Notification. The BSC should review and amend the functional location if it should be assigned a more appropriate location.

Frequently Asked Questions



• Can you cancel an unreleased work order? Who cancels?

Yes. The Contractor can cancel the Work Order in the Contractor system and update GEMS via the CIX. Alternatively the BSSC can cancel it. Note that the reason for cancellation is to be provided in the Long text description field and the customer is always to be kept informed.

• If a Work Order is released can it be changed back to S&Q? Likewise, if a Work Order is raised as S&Q can it

be changed back and released?

Once a Work Order is released it cannot be changed back therefore a subsequent Notification and Work Order will need to be raised (referencing the original). Where a Work Order is not yet released the status can be changed back to “INIT” (from SVNQ) and ‘Released’.

• Priority – what are the business rules? [Basic start/End dates]

GEMS will default to Routine Priority with the Start Date as the date raised GEMS has the following priorities coded: Emergency = + 24 hours Immediate = + 24 hours Urgent = + 48 hours Routine = + 28 days Specified = nil date default, requires user input For ‘Specified’, the End Date and Time is used for identifying the date and time required for the delivery of the service. If timeframes need to be adjusted at any point then that is possible (can be done from the Contractor system or directly in GEMS), particularly in cases where the approval has occured after the planned end date. Also where a timeframe cannot be met (for whatever reason) then an escalation can be raised.

• Privately funded events – how are they dealt with?

If the privately funded event is endorsed by Defence as an official event then these are handled via the customer pays process. Other non-Defence activities should be by arrangement directly with the Contractor and not recorded and managed through GEMS, however it is advised that the Contractor should seek Product Director advice on a case-by-case basis.

• What is the make safe process?

The ‘Priority’ and ‘Basic End Date’ determines the date (and time) for practically completing the service. There is no inbuilt ‘make safe’ dates and times therefore this is not recorded and tracked in GEMS.

• What happens when the work is raised after hours? These can be raised the next available working day however, the start and end dates cannot be backdated. The long text description is to contain appropriate details of the after-hours call times, etc.

• What happens if services need to be subcontracted?

There is no impact on GEMS apart from the operation line with the quotation may be for a true S&Q rather than using the labour rate or task schedule. GEMS does not keep any records of subcontractor activities as this is all managed in the contractor systems.

• How does the approval for an extension of time work?



Where it has been agreed with the relevant Product Director, Contractors can seek approval for an extension of time via the escalation process – refer Business Rule RR005. The BSSC will create the escalation record on behalf of the contractor.

• Who fixes data errors in GEMS?

This is dependent on the error, however there should always be attempts made to correct the error by the Contractor in the first instance and if not able to be fixed then the Contractor should seek assistance from GEMS Sustainment. Throughout the deployment phases the contractors can seek advice from the SDD GEMS readiness team or from the GEMS Project Business Analysts.

• How are multiple Quotes handled?

There is no provision for comparative quotes to be recorded in GEMS. The quotation provided in GEMS must be assessed by the Contractor as the best value for money to Defence. If Defence wish to view comparative pricing to assess the contractor compliance to Commonwealth procurement requirements then this will need to be viewed off system. Single quotations can be broken down in various ways and can contain a lot of detail. Although Work Orders are created for a single functional location they can contain multiple operation lines (up to 99) and multiple activities. If there is a requirement for multiple buildings on a property then the Work Order could be raised against the property and each building specified in the functional location field on the operation lines. The preference however is to raise the Work at the building level and this is generally how you will receive them from the BSSC.

• What is the Customer Pays process? Briefly, the customer pays process requires the quotation form to be completed and signed by the customer. Although the BSSC may be able to obtain customer codes this is not always possible therefore it is up to the contractor to ensure these are obtained and entered in. All quotations still require the submission through GEMS in which the normal GEMS workflows apply.

• What happens if the incorrect Unit of Measure is used? This will need to be corrected by the contractor and then updated back via the CIX. PDs may reject.

• Explain Reactive Vs Fixed Fee Vs Survey & Quote Reactive = Responsive requests from customers that are covered under the fixed fee, most likely to be related to an existing service. Fixed Fee = scheduled monthly work order (managed by CAS) that needs to be confirmed and SES submitted. This is the monthly fees for the service. Survey and Quote = Responsive requests from customers that are not covered under the fixed fee, likely to be related to a new requirement.

• What happens if we exceed the quote amount? An additional Work Order needs to be created and referenced to the original Work Order – contact the BSSC to create the placeholder. The original Work Order is confirmed for the original amount with a description explaining it has exceeded the original quote which is included in the subsequent Work Order. The subsequent Work Order needs to follow the workflow processes for the submission of the balance amount (quotation approval) and confirmed accordingly. Assuming the full amount is to be charged then SES is submitted for both Work Orders.

• Where do we reference work orders? In circumstance as explained above and whenever there is a follow on Work Order Required. Referenced Work Orders can also be created where there is a requirement for multiple services. For example a large activity may require EMOS coordination of catering, waste, transport, etc so there should be one original request (MIC service) with multiple requests (for catering, waste, transport) referenced to that original request.



• How do we handle exercises spanning multiple months?

These can be handled in two different ways. 3) Work Order to have end date spanning entire duration of the requirement. Partially confirm if required to do in

stages. For example monthly. SES can be submitted aligning with the partial confirmation. Close out the Work Order only after the end of the requirement. This is the preferred option.

4) Multiple Work Orders could be created, one for each month (as an example), however they must reference an original Work Order (non-costed) that covers the whole period. These multiple work orders should not overlap in timeframe, ie they are representing one portion of the whole period of the requirement. Each Work Order can be fully confirmed with a SES submitted. At the completion of the entire requirement the original work Order will need to be closed out.

Note: We are using the Revision field in the Work Order to associate (and report) on Exercises.

• Will requestors receive email notifications?

Yes. Automated system messages will be sent to Requestors at various Work Order status values. These are listed in the Resources section of the manual.

• Can any changes be made to an existing Notification via the customer self service portal? No. The customer can only raise the initial Notification and look up the status of Notifications. Any amendments will need to be called through to the BSSC. Alternatively, if the Work Order has been despatched then the BSC can make amendments (conditional on circumstances) via their systems (which in turn will update GEMS via the CIX).

• When will we know the customer cost centre codes? Is there a generic customer cost centre code in GEMS/SAP for non-defence customers or do we have to set-up each non-defence customers in GEMS/SAP, if latter, what’s the process? Where possible we expect the BSSC to try and get the codes from the customer otherwise it is the provider's responsibility when liaising with the customer and obtaining their approval (via the Quotation form). These codes are entered into the contractor system and should come across via the CIX into GEMS. GEMS has a validation check, i.e. they will need to be a valid code. There is no generic customer cost centre codes, they must be legitimate codes. For non-defence customers it is imperative the full customer details (address, etc) are entered as Defence will use this information to generate an invoice to the customer.

• Is the Notification auto-populated if the request is received via an AE547 form? What if certain mandatory fields are not filled in by the requestor? The AE547 is not electronically uploaded therefore manual data entry is required. The AE547 has mandatory fields and if not populated will not allow the user to proceed. That said, the quality of the information may not always be enough in which case we expect the BSSC to call the requestor.

• What is the difference in how S&Q vs fixed fee requests are raised?

Requests covered under the fixed fee are deemed as non-costed and do require approval to proceed therefore they can be released immediately by the BSSC. The BSSC will not need to change the User Status therefore it will remain as “INIT”. S&Q requests are also raised as non-costed by the BSSC, however they require quoting prior to approval and are therefore NOT released. The BSSC will change the status to “SVNQ” and “QREQ” and save the Work Order. This action triggers the despatch via the CIX where the costed lines can be entered in the Work Order via the Contractor system.

• What information is required to close a Work Order?

Work orders are required to be confirmed before being technically closed. The confirmation captures the rate of effort required to complete each operational line item within a work order. Please refer to the CIX user guide and the BSC manual for further details.



• Does the work order quote rejection reason get sent to the contractor? Yes. When a Product Director rejects a quote (either ‘Reject’ or ‘Reject and Re-quote’) it is mandatory for a reason to be entered. This reason is transported via the CIX to the contractor system and is also appended to the long text description on the Work Order.

BSC Manual – Resources


Service Line(s) Work Order Types

Activity Types Fee Types Contractor Region(s)

Access Control (AC)

ZM04 Requested Works

Z50 Reqstd Srvc - Defence Paid Z51 Reqstd Srvc - Def. Cust Paid

Requested Volumetric - Requested Survey & Quote Survey & Quote - Customer pays

MSS Wilson

QLD, NNSW SNSW, VT, CW

ZM05 Scheduled Services

Z61 Fixed Price Service Z71 Demand Driven Service Z81 Service Fees

Scheduled Scheduled - Volumetric

Training Area & Range Management (TA&RM)




Broadspectrum Spotless

VT, CW SNSW, QLD




Base Services Support Centre (BSSC)


Z81 Service Fees Scheduled Broadspectrum Spotless Brookfield GIS

VT, CW SNSW, QLD NNSW

Project Delivery Services (PDS)


Z81 Service Fees Scheduled Aurecon Augility Cushman & Wakefield

All

National Program Services (NPS)


Z81 Service Fees Scheduled Aurecon Augility Cushman & Wakefield

All

Estate Appraisal & Development Property Services (EA&DPS)

ZM01 Responsive Maint

Z01 Responsive Maintenance Z02 Opportunity Based Maintenance Z03 Minor Workplace Adjustment Z04 Responsive Maint - Customer Paid

Responsive Responsive - Minor Workplace Adj Responsive - Reimbursable

Broadspectrum Spotless Brookfield GIS


ZM02 Scheduled Maint.

Z11 Performance Based Maintenance Z21 Scheduled Maintenance

Performance Based Maint - EUMS Performance Based Maint - Reimbursable Scheduled - EUMS Scheduled - Reimbursable

ZM03 Estate Appraisal

Z31 Asset Maintenance Z32 Compliance Z33 Management Z34 New Requirement

Estate Appraisal - Scheduled Estate Appraisal - Opportunity

Resources





Airfield Operations (AO)


Z50 Reqstd Srvc - Defence PaidZ51 Reqstd Srvc - Def. Cust Paid

RequestedSurvey & QuoteSurvey & Quote - Customer pays

BroadspectrumSpotlessBrookfield GIS

VT, CWSNSW, QLDNNSW


Z61 Fixed Price Service Z81 Service Fees

Scheduled

Petroleum, Oil and Lubricants (POL)



Requested Survey & Quote Survey & Quote - Customer pays





Scheduled

Transport (TPT) ZM04 Requested Works








Retail Stores (RS)









Rescue & Fire Fighting (RFF)




Broadspectrum Spotless

VT, CW SNSW, QLD, NNSW



Scheduled

Management, Integration & Coordination (MIC)







Z81 Service Fees Scheduled

Hospitality & Catering (H&C)




Broadspectrum Spotless Compass

VT, CW SNSW, QLD QLD, NNSW, SNSW








Laundry & Drycleaning (L&D)









Sport & Recreation (S&R)









Waste Management (WM)


Z50 Reqstd Srvc - Defence PaidZ51 Reqstd Srvc - Def. Cust Paid

RequestedVolumetric - RequestedSurvey & QuoteSurvey & Quote - Customer pays

Veolia All




Pest and Vermin Management, Control & Treatment (P&V)









Cleaning (CL) ZM04 Requested Works












Housekeeping (CL)









Land Management (LM)









Reprographics (REPRO)




Spotless All

Work Order Activity Types Order Type PMActType ZM01 Responsive Works Z01 Responsive Maintenance Z02 Opportunity Based Maint. Z03 Minor Workplace Adjustment Z04 Responsive Maint - Customer Paid ZM02 Scheduled Maintenance Z11 Performance Based Maintenance Z21 Scheduled Maintenance ZM03 Estate Appraisal Z31 Asset Maintenance Z32 Compliance Z33 Management Z34 New Requirement ZM04 Requested Works Z50 Reqstd Srvc - Defence Paid Z51 Reqstd Srvc - Def. Cust Paid Z52 Reqstd Srvc - Non-Def Cust Paid ZM05 Scheduled Services Z61 Fixed Price Service Z71 Demand Driven Service Z81 Service Fees Z91 Estate Appraisal Inspection Z92 Contractor Performance Self Ev



Work Order Status Values (including email triggers)

Status Name Abbreviation Description Email to Requestor?

System Status

Created CRTD Work Order created but not yet actioned. Released REL The Work Order has been released to the

contractor for action. Yes

Release Rejected RELR An error has occurred preventing the release of the Work Order.

Partially confirmed PCNF Partial work done but not yet complete. Confirmed CNF Contractor has confirmed the work is physically

complete and entered in completion details.

Technically complete TECO Yes Work complete WOCO

User Status

Alternate Proposal Accepted

APAC Set in response to the approver approving the alternate proposal

Yes

Alt. Proposal Approval Request APAR

Set by the contractor system when an alternate proposal is submitted for approval. Used as a subsequent status to APQS.

Alt. Proposal Quote Processing APQP

Set by the contractor system to indicate that an alternate proposal is being created in response to the request flag (APQR) set when the work order was raised.

Alternate Proposal Quote Req. APQR

Acts as an indicator to the contractor that more information (an approved quote) is required before work may proceed.

Yes

Alternate Proposal Quote Supplied

APQS

Set by the contractor system to indicate that an alternate proposal has been provided to the customer (possibly the requestor).

Yes

Alternate Proposal Rejected APRJ

Set in response to the approver rejecting the Alternate Proposal.

Yes

Alternate Proposal

APRO

Used to indicate that the work order is being raised in response to a previous service request where the requested works exceed the threshold or are otherwise out of scope.

Initial INIT Default user status before selection

On Hold OHLD



Status Name Abbreviation Description Email to Requestor?

Quote Approved QAPP

Set in response to the approver approving the quote provided.

Yes

Quote Approval Requested QAPR

Set by the contractor system when a quote is submitted for approval. Used as a subsequent status to QSUP.

Quote Processing

QPRO

Set by the contractor system to indicate that a quote is being created in response to the request for quote flag set when the work order was raised.

Quote Rejected QREJ Set in response to the approver rejecting the quote supplied by the provider.

Yes

Quote Required QREQ

Acts as an indicator to the contractor that more information (an approved quote) is required before work may proceed.

Yes

Quote Supplied

QSUP

Set by the contractor system to indicate that a quote has been provided to the customer (possibly the requestor). Used as a subsequent status to QPRO to indicate that processing is complete.

Yes

Rejected REJC

Used to manually reject a work order (where an alternate proposal or survey & quote is not relevant).

Yes

Survey & Quote SVNQ

Used to indicate that the work order being raised is outside the monthly fixed fee and/or requires approval before proceeding.

Table 4.0: Work Order Status Values



Notification Status Values

Table 4.1: Notification Status Values

Status Name Abbreviation Description System Status Outstanding Notification OSNO Notification raised and is open, awaiting action Notification in process NOPR In Progress (request being actioned) Order assigned ORAS A Work Order has been raised Outstanding task(s) exist(s) OSTS Not used Notification Completed NOCO Associated Work Order is 100% completed All Tasks Completed ATCO Administrative completion User Status Requested RQST Remains with this status unless On Hold, Rejected

or Cancelled On Hold OHLD Request on hold Rejected

REJC Request not proceeding, Rejected. This would usually be as a result of the request not under the scope of E&IG products & services or not a valid request.

Cancel CANC Request not proceeding, Cancelled. Service no longer required.



Master Data Tables Commonly used Units of Measure

Base Unit Of Measure Definition

% Percentage BG Bag D Days

EA Each H Hours

HA Hectare KG Kilogram KM Kilometre LI Litre M3 Cubic Metres MIN Minute MON Month MR Metre PAL Pallet PU Performance Unit SE Set SM Square Metre TN Ton UI Unit

WK Weeks Table 4.2: Units of Measurement

Material Groups for Service Towers

Valuation Class Service Material

Group Z200 Management Fees 80161500 Z201 Base Services Support 80160000 Z202 Cleaning House Keeping 76110000 Z203 Commercial Ops 90111500 Z204 Estate Upkeep 72100000 Z205 Land management 72102900 Z206 Laundry and Dry Cleaning 91111500 Z207 Pest and Vermin Control 72102100 Z208 Reprographics & Printing 82121500 Z209 Sports and Recreation 80161601A Z210 Training Area/Range Mgmnt 80161601B Z211 Airfield Operations 78141800 Z212 Transport 78181700 Z213 Access Control 92120000 Z214 Hospitality and Catering 90100000 Z215 Waste Management 76120000 Z216 National Program Services 80101600A Z217 Project Delivery 80101600B Z218 Aircraft Refuelling & FF 78141805 Z219 Retail Stores 80161602 Z220 Petrol, Oils, Lubricants 78102101

Table 4.3: Material Group Numbers



Service Categories

Service Categories

Service Category Description Intended Use

Activity Number Series

ZACT Service: Activity Activity that requires monitoring with number and dollar values

10******

ZLRS Service: LRS/TRS Agreed labour rate / task rate services 140***** ZPAR Service: Parameters Agreed Service Parameters 141***** ZSRD Service: Service Delivery Delivery table 15****** ZROE Service: Rate Of Effort Rate Of Effort - Non financial statistics 16****** ZSUR Service: Survey and Quote tbc 19****** ZZPR Service: Priced Item Agreed pricing schedule (fixed and volumetric) 30****** ZAUD Service: Audit Statement of Work audit information (Future Build) N/A ZCOM Service: Compliance N/A N/A ZCON Service: Conformance N/A N/A ZCTR Service: Control framework N/A N/A ZDOC Service: Documents N/A N/A ZPER Service: Performance N/A N/A ZPRO Service: Product Delivery N/A N/A ZREM Service: Remediation N/A N/A ZREP Service: Reporting N/A N/A ZSSD Service: Service Sub Dlv N/A N/A ZVAR Service: Variance N/A N/A

Table 4.4: Service Masters

GEMS User Manual – Resources


Rate of Effort Requirements Summary

PD Service LineROE

Reporting items (IBIS)

Reporting Frequency

Reportng level

% of ROE items by

Total

QLD Locations

SNSW Locations

Vic/TasLocations

CWLocations

NNSWLocations

DBSO Access Control 12 Monthly Property 5.3% 46 58 50 76 60

DLOG Fire Fighting 12 Monthly Property 5.3% 2 13 12 5 -

DLOG Aircraft Refueling 6 Monthly Property 2.6% 2 1 1 3 -

DLOG Airfield Ops Support 8 Monthly Property 3.5% 1 4 3 6 1

DLOG Retail Stores 29 Monthly Property 12.7% 11 21 49 35 12

DLOG Petrol Oils and Lubricants 3 Monthly Property 1.3% 9 6 3 15 3

DLOG Transport 4 Monthly Property 1.8% 9 7 10 13 9

DLOG Reprographics and Printing 76 Monthly Region 33.3% 1 1 - - -

DHRS Housekeeping 10 Monthly Property 4.4% 12 10 8 19 15

DHRS Hospitality and Catering 3 Monthly Property 1.3% 14 16 14 34 17

DEEESD Cleaning 1 Monthly Property 0.4% 72 49 67 89 79

DHRS Laundry and Dry Cleaning 2 Monthly Property 0.9% 11 16 22 24 27

DHRS Sport and Recreation 5 Monthly Property 2.2% 11 10 6 12 13

DBSMIC Base Services Support Centre 9 Monthly Region 3.9% 1 1 1 1 1

DEEESD Land Management 5 Monthly Property 2.2% 114 59 64 101 70

DEEESD Pest and Vermin 4 Monthly Property 1.8% 111 87 71 90 70

DEEESD Waste Management 18 Monthly Property 7.9% 83 63 63 89 64

DEPU Estate Upkeep 1 Monthly Region 0.4% 1 1 1 1 1

DOTAM Training Area Management 7 Monthly Property 3.1% 16 6 5 18 3

228 633 503 534 784 547



Detail

Service Line Activity Number Description

Base Unit

Access Control Alarm Activations & Responses - Security EA Access Control Alarm Activations & Responses - Fire EA Access Control Issue Permanent Defence identity or access cards EA Access Control Issue Temporary Defence Access cards EA Access Control Issue Local Secure Area Passes EA Access Control Response to Incidents EA

Access Control Provide Additional Access Control Guards to meet increased Defence Security requirements EA

Access Control Issue Keys - Normal Hours EA Access Control Issue Keys - Afer Hours EA Access Control Conduct Safety Inductions EA Access Control Issue Defence Drivers Licences EA Access Control Mobile Patrols - Km Travelled KM Aircraft Refuel & FF 16001000 Assistance Request-Normal Hours EA Aircraft Refuel & FF 16001001 Assistance Request-After Hours EA Aircraft Refuel & FF 16001002 Fuel Spills EA Aircraft Refuel & FF 16001003 External Deployment-Duration EA Aircraft Refuel & FF 16001004 External Deployment-Personnel Deployed EA Aircraft Refuel & FF 16001005 External Deployment-Tankers used EA Aircraft Refuel & FF 16001006 Alarm activations Attended EA Aircraft Refuel & FF 16001007 Bush firefighting incidents Attended EA Aircraft Refuel & FF 16001008 HAZMAT/HAZCHEM incidents Attended EA Aircraft Refuel & FF 16001009 Heavy Vehicle Crew Rescue EA Aircraft Refuel & FF 16001010 Emergency responses(exclAlarmActivation) EA Aircraft Refuel & FF 16001011 Civil Fire-fighting Agency Approached EA Aircraft Refuel & FF 16001012 Fire Encroaches-neighbouring properties EA Aircraft Refuel & FF 16001013 Emergency responses Exercises EA Aircraft Refuel & FF 16001014 Training Attendees EA Aircraft Refuel & FF 16001015 Training Courses EA Aircraft Refuel & FF 16001016 ARFF incidents Responded EA Aircraft Refuel & FF 16001017 SRFF incidents Responded EA Airfield Operations Support Departures During Normal Hours Airfield Operations Support Departures Outside Normal Hours Airfield Operations Support Arrivals During Normal Hours Airfield Operations Support Arrivals Outside Normal Hours Airfield Operations Support Passengers Arriving During Normal Hours Airfield Operations Support Passengers Departing During Normal Hours Airfield Operations Support Passengers Departing Outside Normal Hours Airfield Operations Support Passengers Arriving Outside Normal Hours Base Services Support Centre 16001199 Average Call Duration MIN Base Services Support Centre 16001200 Average Waiting Duration MIN Base Services Support Centre 16001201 Total Calls EA Base Services Support Centre 16001202 Calls answered at or after 10 Minutes EA



Base Services Support Centre 16001203 Calls Aborted by Caller after 10 Minutes EA Base Services Support Centre 16001204 Customer Surveys Conducted EA Base Services Support Centre 16001205 Complaints Registered from Survey EA Base Services Support Centre 16001206 Customer Surveys to Total Svc Reqs % Base Services Support Centre 16001207 Complaints Registered to Total Svc Reqs % Housekeeping Linen Exchange - Single Bed Housekeeping Linen Exchange - Larger Bed Housekeeping Doona Cover Exchange Housekeeping Towel and Soap Provision Housekeeping Mattresses Housekeeping Bed Nights Available Housekeeping Bed Nights Used Housekeeping Occupants Housekeeping Check In Housekeeping Check Outs Housekeeping No Shows Estate Upkeep 16001233 Cost of Materials used PU Hospitality and Catering 16001018 Beer/Cider - Full Strength 285 ml Glass EA Hospitality and Catering 16001019 Beer/Cider - Full Strength 330 ml Bottle EA Hospitality and Catering 16001020 Beer/Cider - Full Strength 345 ml Bottle EA Hospitality and Catering 16001021 Beer/Cider - Full Strength 345 ml can EA Hospitality and Catering 16001022 Beer/Cider - Full Strength 355 ml Bottle EA Hospitality and Catering 16001023 Beer/Cider - Full Strength 375 ml Bottle EA Hospitality and Catering 16001024 Beer/Cider - Full Strength 375 ml can EA Hospitality and Catering 16001025 Beer/Cider - Full Strength 425 ml Glass EA Hospitality and Catering 16001026 Beer/Cider - Full Strength Litres LI Hospitality and Catering 16001027 Premium Beer - Low Alcohol 330 ml Bottle EA Hospitality and Catering 16001028 Premium Beer - Low Alcohol 375 ml Bottle EA Hospitality and Catering 16001029 Premium Beer - Low Alcohol Jug EA Hospitality and Catering 16001030 Premium Beer - Low Alcohol Litres LI Hospitality and Catering 16001031 Low Strength Beer 330 ml Bottle EA Hospitality and Catering 16001032 Low Strength Beer 355 ml Bottle EA Hospitality and Catering 16001033 Low Strength Beer 375 ml Bottle EA Hospitality and Catering 16001034 Low Strength Beer Litres LI Hospitality and Catering 16001035 Wine 150 ml Wine Glass EA Hospitality and Catering 16001036 Wine Litres LI Hospitality and Catering 16001037 Prem Beer - Full Strength 330 ml Bottle EA Hospitality and Catering 16001038 Prem Beer - Full Strength 345 ml Bottle EA Hospitality and Catering 16001039 Prem Beer - Full Strength 355 ml Bottle EA Hospitality and Catering 16001040 Premium Beer - Full Strength 440 ml can EA Hospitality and Catering 16001041 Premium Beer - Full Strength Litres LI Hospitality and Catering 16001042 Fortified Wine Port/Sherry 30 ml Nip EA Hospitality and Catering 16001043 Fortified Wine Port/Sherry 60 ml Glass EA Hospitality and Catering 16001044 Fortified Wine Port/Sherry 750 ml Bottle EA Hospitality and Catering 16001045 Fortified Wine Port/Sherry Litres LI



Hospitality and Catering 16001046 Standard Spirit 30 ml Nip EA Hospitality and Catering 16001047 Standard Spirit Litres LI Hospitality and Catering 16001048 Pre Mixed Spirits 275 ml Bottle EA Hospitality and Catering 16001049 Pre Mixed Spirits 330 ml Bottle EA Hospitality and Catering 16001050 Pre Mixed Spirits 335 ml Bottle EA Hospitality and Catering 16001051 Pre Mixed Spirits 375 ml Bottle EA Hospitality and Catering 16001052 Pre Mixed Spirits 375 ml can EA Hospitality and Catering 16001053 Pre Mixed Spirits 500 ml Bottle EA Hospitality and Catering 16001054 Pre Mixed Spirits Litres LI Hospitality and Catering 16001055 Bottled Wines 187 ml bottle EA Hospitality and Catering 16001056 Bottled Wines 200 ml bottle EA Hospitality and Catering 16001057 Bottled Wines 750 ml Bottle EA Hospitality and Catering 16001058 Bottled Wines Litres LI Hospitality and Catering 16001059 Premium Cider 330 ml Bottle EA Hospitality and Catering 16001060 Premium Cider 500 ml Bottle EA Hospitality and Catering 16001061 Premium Cider Litres EA Hospitality and Catering 16001062 Keg Beer - Low Alcohol 425 ml EA Hospitality and Catering 16001063 Keg Beer/Cider - Full Strength 285 ml EA Hospitality and Catering 16001064 Number of Patrons Officers/Senior NCO's EA Hospitality and Catering 16001065 Number of Patrons Officers EA Hospitality and Catering 16001066 Number of Patrons Other Ranks EA Hospitality and Catering 16001067 Number of Patrons Senior NCO's/Oth Ranks EA Hospitality and Catering 16001068 Number of Patrons Senior NCO's EA Hospitality and Catering 16001069 Casual Breakfast - ADO EA Hospitality and Catering 16001070 Casual Lunch - ADO EA Hospitality and Catering 16001071 Casual Dinner - ADO EA Hospitality and Catering 16001072 Casual Breakfast - Non-ADO EA Hospitality and Catering 16001073 Casual Lunch - Non-ADO EA Hospitality and Catering 16001074 Casual Dinner - Non-ADO EA Hospitality and Catering 16001075 Casual Meal Revenue EA Hospitality and Catering 16001076 Cask Wine EA Hospitality and Catering 16001077 Bar Revenue NO Hospitality and Catering 16001078 Cost of Goods Sold NO Hospitality and Catering 16001079 Dinner (Official Hospitality/Function) EA Hospitality and Catering 16001080 Dinner (Private/Unofficial Function) EA Hospitality and Catering 16001081 Lunch (Official Hospitality/Function) EA Hospitality and Catering 16001082 Lunch (Private/Unofficial Function) EA Hospitality and Catering 16001083 Mess Happy Hour EA Hospitality and Catering 16001084 Unit/Course Sponsored Morn/Aftnoon Tea EA Hospitality and Catering 16001086 Special Events EA Hospitality and Catering 16001087 Unit or Course Unoffical Function EA Hospitality and Catering 16001088 Working Meals EA Hospitality and Catering 16001221 Keg Beer-Low Alcohol-1125ML JUG EA Hospitality and Catering 16001222 Keg Beer-Low Alcohol-285ML GLASS EA Hospitality and Catering 16001223 Keg Beer-Low Alcohol-568ML GLASS EA



Hospitality and Catering 16001224 Keg Beer/Cider-Full Strength-425ML GLASS EA Hospitality and Catering 16001225 Keg Beer/Cider-Full Strength-568ML GLASS EA Hospitality and Catering 16001226 Low Strength Beer-375ML CAN EA Hospitality and Catering 16001227 Premium Beer-Full Strength-375ML BOTTLE EA Hospitality and Catering 16001228 Premium Beer-Full Strength-500ML BOTTLE EA Hospitality and Catering 16001229 Premium Beer-Low Alcohol-355ML BOTTLE EA Hospitality and Catering 16001230 Premium Beer-Low Alcohol-375ML CAN EA Hospitality and Catering 16001231 Pre-mixed Spirits-300ML BOTTLE EA Hospitality and Catering 16001232 Pre-mixed Spirits-345ML BOTTLE EA Hospitality and Catering 16001234 Pre-mixed Spirits 300ml Can EA Hospitality and Catering 16001235 Pre Mixed Spirits 340 ml Bottle EA Laundry and Dry Cleaning LD - Aprons - DPCU {PLD01.01} Laundry and Dry Cleaning LD - Aprons - General {PLD01.02} Laundry and Dry Cleaning LD - Aprons - Medical/Dental {PLD01.03} Laundry and Dry Cleaning LD - Bags - Equipment {PLD01.04} Laundry and Dry Cleaning LD - Bags - Linen/Laundry {PLD01.05} Laundry and Dry Cleaning LD - Bags - Medical/Dental {PLD01.06} Laundry and Dry Cleaning LD - Bar Runner {PLD01.07} Laundry and Dry Cleaning LD - Bathrobes {PLD01.08} Laundry and Dry Cleaning LD - Bedspreads - General {PLD01.09} Laundry and Dry Cleaning LD - Bedspreads - Medical/Dental {PLD01.10} Laundry and Dry Cleaning LD - Bib - Sporting (e.g. Netball) {PLD01.11} Laundry and Dry Cleaning LD - Blanket S61 {PLD01.15} Laundry and Dry Cleaning LD - Blankets - Air Cell {PLD01.14} Laundry and Dry Cleaning LD - Blankets - Medical/Dental {PLD01.13} Laundry and Dry Cleaning LD - Blankets/Doonas - General {PLD01.12} Laundry and Dry Cleaning LD - Bow Ties {PLD01.16} Laundry and Dry Cleaning LD - Brace, Back {PLD01.17} Laundry and Dry Cleaning LD - Brace, Leg {PLD01.18} Laundry and Dry Cleaning LD - Brassards {PLD01.19} Laundry and Dry Cleaning LD - Bunting {PLD01.20} Laundry and Dry Cleaning LD - Chaplain - Albs {PLD01.21} Laundry and Dry Cleaning LD - Chaplain - Altar Cloths {PLD01.22} Laundry and Dry Cleaning LD - Chaplain - Baptismal Gowns {PLD01.23} Laundry and Dry Cleaning LD - Chaplain - Chasubles {PLD01.24} Laundry and Dry Cleaning LD - Chaplain - Collar {PLD01.25} Laundry and Dry Cleaning LD - Chaplain - Stoles {PLD01.26} Laundry and Dry Cleaning LD - Coats - DPCU {PLD01.27} Laundry and Dry Cleaning LD - Coats - General {PLD01.28} Laundry and Dry Cleaning LD - Coats - Medical/Dental {PLD01.29} Laundry and Dry Cleaning LD - Coats - Protective {PLD01.30} Laundry and Dry Cleaning LD - Counterpane {PLD01.31} Laundry and Dry Cleaning LD - Covers - General {PLD01.32} Laundry and Dry Cleaning LD - Covers - Mattress {PLD01.33} Laundry and Dry Cleaning LD - Covers - Medical/Dental {PLD01.34}



Laundry and Dry Cleaning LD - Cummerbunds {PLD01.35} Laundry and Dry Cleaning LD - Curtain - General {PLD01.37} Laundry and Dry Cleaning LD - Curtain Casement - Medical {PLD01.36} Laundry and Dry Cleaning LD - Curtains - Medical {PLD01.38} Laundry and Dry Cleaning LD - Cushion Covers {PLD01.39} Laundry and Dry Cleaning LD - Cushion Inserts {PLD01.40} Laundry and Dry Cleaning LD - Doona Covers {PLD01.41} Laundry and Dry Cleaning LD - Doona - Single {PLD01.43} Laundry and Dry Cleaning LD - Doona {PLD01.42} Laundry and Dry Cleaning LD - Drapes - Medical/Dental {PLD01.44} Laundry and Dry Cleaning LD - Dress - General {PLD01.45} Laundry and Dry Cleaning LD - Dress - Medical/Dental etc {PLD01.46} Laundry and Dry Cleaning LD - Dressing Gowns - Medical/Dental {PLD01.47} Laundry and Dry Cleaning LD - Field Pack {PLD01.48} Laundry and Dry Cleaning LD - Flags {PLD01.49} Laundry and Dry Cleaning LD - Flying Suits {PLD01.50} Laundry and Dry Cleaning LD - Gloves (incl anti-flash) {PLD01.51} Laundry and Dry Cleaning LD - Gowns - Medical/Dental {PLD01.52} Laundry and Dry Cleaning LD - Gowns - Theatre {PLD01.53} Laundry and Dry Cleaning LD - Hats - DPCU {PLD01.54} Laundry and Dry Cleaning LD - Hats - Food Handling {PLD01.55} Laundry and Dry Cleaning LD - Hats - General {PLD01.56} Laundry and Dry Cleaning LD - Hood - Anti-flash {PLD01.57} Laundry and Dry Cleaning LD - Hygiene Suit (PAD, EOD) {PLD01.58} Laundry and Dry Cleaning LD - Jackets - Ceremonial {PLD01.59} Laundry and Dry Cleaning LD - Jackets - Chefs {PLD01.60} Laundry and Dry Cleaning LD - Jackets - DPCU {PLD01.61} Laundry and Dry Cleaning LD - Jackets - General {PLD01.62} Laundry and Dry Cleaning LD - Jackets - Liners {PLD01.63} Laundry and Dry Cleaning LD - Jackets - Medical/Dental {PLD01.64} Laundry and Dry Cleaning LD - Jackets - Wet Weather {PLD01.65} Laundry and Dry Cleaning LD - Japaras - DPCU {PLD01.66} Laundry and Dry Cleaning LD - Japaras - General {PLD01.67} Laundry and Dry Cleaning LD - Jumpers - DPCU {PLD01.68} Laundry and Dry Cleaning LD - Jumpers - General {PLD01.69} Laundry and Dry Cleaning LD - Jumpers - Medical/Dental {PLD01.70} Laundry and Dry Cleaning LD - Jumpers - Sporting {PLD01.71} Laundry and Dry Cleaning LD - Leggings {PLD01.72} Laundry and Dry Cleaning LD - Leopard Skin - Ceremonial (Band) {PLD01.73} Laundry and Dry Cleaning LD - Mask - Medical/Dental {PLD01.74} Laundry and Dry Cleaning LD - Mats - Dust Control {PLD01.75} Laundry and Dry Cleaning LD - Mop Heads {PLD01.76} Laundry and Dry Cleaning LD - Mosquito Net {PLD01.77} Laundry and Dry Cleaning LD - Muslin Wraps - Medical/Dental {PLD01.78} Laundry and Dry Cleaning LD - Neckerchief {PLD01.79}



Laundry and Dry Cleaning LD - Oven Mitt {PLD01.80} Laundry and Dry Cleaning LD - Overalls (incl. Combat Coveralls) {PLD01.81} Laundry and Dry Cleaning LD - Overlay {PLD01.82} Laundry and Dry Cleaning LD - Padded Seats {PLD01.83} Laundry and Dry Cleaning LD - Pillow {PLD01.84} Laundry and Dry Cleaning LD - Pillow Cases {PLD01.85} Laundry and Dry Cleaning LD - Pillow Ticking {PLD01.86} Laundry and Dry Cleaning LD - Pouch MINIMI {PLD01.87} Laundry and Dry Cleaning LD - Pugaree {PLD01.88} Laundry and Dry Cleaning LD - Pyjama Pants {PLD01.89} Laundry and Dry Cleaning LD - Pyjama Tops {PLD01.90} Laundry and Dry Cleaning LD - Rugs {PLD01.91} Laundry and Dry Cleaning LD - Scarves - Chef {PLD01.92} Laundry and Dry Cleaning LD - Screens - Medical/Dental {PLD01.93} Laundry and Dry Cleaning LD - Seat Covers - Medical/Dental {PLD01.95} Laundry and Dry Cleaning LD - Seat Covers (incl. Aircraft Seat Covers) {PLD01.94} Laundry and Dry Cleaning LD - Sheets - General (Fitted) {PLD01.97} Laundry and Dry Cleaning LD - Sheets - General (Flat) {PLD01.96} Laundry and Dry Cleaning LD - Sheets - Medical/Dental {PLD01.100} Laundry and Dry Cleaning LD - Sheets - Single Bed {PLD01.98} Laundry and Dry Cleaning LD - Sheets {PLD01.99} Laundry and Dry Cleaning LD - Shirts - (T-shirt) {PLD01.101} Laundry and Dry Cleaning LD - Shirts - DPCU {PLD01.102} Laundry and Dry Cleaning LD - Shirts - General {PLD01.103} Laundry and Dry Cleaning LD - Shirts - Medical/Dental etc {PLD01.104} Laundry and Dry Cleaning LD - Shoes - Canvas {PLD01.105}

Laundry and Dry Cleaning LD - Shoes - Canvas boots (Medical/Dental, Cooks Whites/Checks etc.) {PLD01.106}

Laundry and Dry Cleaning LD - Shoes - Canvas slippers {PLD01.107} Laundry and Dry Cleaning LD - Shoes - Sheep Skin Boots {PLD01.109} Laundry and Dry Cleaning LD - Shoes - Sheep Skin Slippers {PLD01.110} Laundry and Dry Cleaning LD - Shoes - Theatre Overboots/Covers {PLD01.108} Laundry and Dry Cleaning LD - Shorts - General {PLD01.111} Laundry and Dry Cleaning LD - Shorts - Sporting {PLD01.112} Laundry and Dry Cleaning LD - Singlets {PLD01.113} Laundry and Dry Cleaning LD - Skirts - General {PLD01.114} Laundry and Dry Cleaning LD - Skivvy {PLD01.115} Laundry and Dry Cleaning LD - Sleeping Bag Covers {PLD01.116} Laundry and Dry Cleaning LD - Sleeping Bag Liners {PLD01.117} Laundry and Dry Cleaning LD - Sleeping Bags {PLD01.118} Laundry and Dry Cleaning LD - Sling Arm {PLD01.119} Laundry and Dry Cleaning LD - Smocks - DPCU {PLD01.120} Laundry and Dry Cleaning LD - Smocks - Liners {PLD01.122} Laundry and Dry Cleaning LD - Smocks - Medical/Dental {PLD01.121} Laundry and Dry Cleaning LD - Socks {PLD01.123}



Laundry and Dry Cleaning LD - Surgeon Pants {PLD01.124} Laundry and Dry Cleaning LD - Surgeon Top {PLD01.125} Laundry and Dry Cleaning LD - Table Cloths {PLD01.126} Laundry and Dry Cleaning LD - Table Mats {PLD01.127} Laundry and Dry Cleaning LD - Table Napkins/Serviettes {PLD01.128} Laundry and Dry Cleaning LD - Table Runners {PLD01.129} Laundry and Dry Cleaning LD - Table Skirt (Snap Drape) {PLD01.130} Laundry and Dry Cleaning LD - Theatre Packs {PLD01.131} Laundry and Dry Cleaning LD - Towel - Bar {PLD01.132} Laundry and Dry Cleaning LD - Towel - Bath {PLD01.133} Laundry and Dry Cleaning LD - Towel - Bath mat {PLD01.134} Laundry and Dry Cleaning LD - Towel - Dish {PLD01.135} Laundry and Dry Cleaning LD - Towel - Face washer {PLD01.136} Laundry and Dry Cleaning LD - Towel - Hand {PLD01.137} Laundry and Dry Cleaning LD - Towel - Hot Pack {PLD01.139} Laundry and Dry Cleaning LD - Towel - Huckabuck {PLD01.140} Laundry and Dry Cleaning LD - Towel - Medical/Dental etc {PLD01.138} Laundry and Dry Cleaning LD - Towel - Tea {PLD01.141} Laundry and Dry Cleaning LD - Track Suit Bottom {PLD01.142} Laundry and Dry Cleaning LD - Track Suit Top {PLD01.143} Laundry and Dry Cleaning LD - Trousers - Ceremonial/Service Dress (e.g. Band) {PLD01.144} Laundry and Dry Cleaning LD - Trousers - DPCU {PLD01.145} Laundry and Dry Cleaning LD - Trousers - General {PLD01.146}

Laundry and Dry Cleaning LD - Trousers - Medical/Dental, Cooks Whites/Checks, etc. {PLD01.147}

Laundry and Dry Cleaning LD - Underlay - General {PLD01.148} Laundry and Dry Cleaning LD - Underlay - Sheep Skin {PLD01.149} Laundry and Dry Cleaning LD - Valance {PLD01.150} Laundry and Dry Cleaning LD - Vest - DPCU {PLD01.151} Laundry and Dry Cleaning LD - Vest - General {PLD01.152} Laundry and Dry Cleaning LD - Vest - Medical/Dental etc. {PLD01.153} Laundry and Dry Cleaning LD - Wrapper - Ice Pack Holders {PLD01.154} Laundry and Dry Cleaning LD - Wrapper - Various {PLD01.155} Laundry and Dry Cleaning LD - Xray Bottom {PLD01.156} Laundry and Dry Cleaning LD - Xray Top {PLD01.157} Laundry and Dry Cleaning LD - Z Zplint {PLD01.158} Laundry and Dry Cleaning MLS - Aprons Laundry and Dry Cleaning MLS - Bath Towels Laundry and Dry Cleaning MLS - Bathrobes Laundry and Dry Cleaning MLS - Barrier Gown (SGP01, SGP02)) Laundry and Dry Cleaning MLS - Bedspreads - Medical Laundry and Dry Cleaning MLS - Blue Nylon Bags Laundry and Dry Cleaning MLS - Counterpanes Laundry and Dry Cleaning MLS - Curtain Casement Laundry and Dry Cleaning MLS - Curtain - Medical



Laundry and Dry Cleaning MLS - Drapes (Small, Medium, Large) Laundry and Dry Cleaning MLS - Dressing Gowns Laundry and Dry Cleaning MLS - Face Washers Laundry and Dry Cleaning MLS - Flat Sheets Laundry and Dry Cleaning MLS - Gowns - Dental (Various Colours) Laundry and Dry Cleaning MLS - Gowns - Theatre Laundry and Dry Cleaning MLS - Hand Towels Laundry and Dry Cleaning MLS - Jumpers Laundry and Dry Cleaning MLS - Linen Bags Laundry and Dry Cleaning MLS - Mask Laundry and Dry Cleaning MLS - Mattress Protectors Laundry and Dry Cleaning MLS - Muslin Wraps Laundry and Dry Cleaning MLS - Patient Theatre Cover Sheet Laundry and Dry Cleaning MLS - Pillow Cases Laundry and Dry Cleaning MLS - Privacy Screens Laundry and Dry Cleaning MLS - Pyjamas (Various Sizes) Laundry and Dry Cleaning MLS - Seat Covers Laundry and Dry Cleaning MLS - Sheets - Fitted & Flat Laundry and Dry Cleaning MLS - Shoes - Theatre Overboots/Covers Laundry and Dry Cleaning MLS - Shoes - Slippers Laundry and Dry Cleaning MLS - Single Blankets Laundry and Dry Cleaning MLS - Smocks - Medical/Dental Laundry and Dry Cleaning MLS - Sterile Equipment Trolley Covers Laundry and Dry Cleaning MLS - Tea Towels Laundry and Dry Cleaning MLS - Theatre Gowns Laundry and Dry Cleaning MLS - Theatre Bottom (Various Sizes) Laundry and Dry Cleaning MLS - Theatre Pack (Major) Laundry and Dry Cleaning MLS - Theatre Pack (Urology) Laundry and Dry Cleaning MLS - Theatre Scrubs Laundry and Dry Cleaning MLS - Theatre Top (Various Sizes) Laundry and Dry Cleaning MLS - Towels Laundry and Dry Cleaning MLS - Underlay Laundry and Dry Cleaning MLS - Vest Laundry and Dry Cleaning MLS - Warm Up Jacket (Various Sizes) Laundry and Dry Cleaning MLS - Wrapper (Small, Large) Laundry and Dry Cleaning MLS - Wrapper Large Laundry and Dry Cleaning MLS - X-ray Bottom Laundry and Dry Cleaning MLS - X-ray Top NPS NPS Management, Integration and Coordination NPS NPS Program Management Office NPS NPS Stakeholder Consultation NPS NPS Scheduling and Programming NPS NPS Information Data Management NPS NPS Quality Assurance Oversight NPS NPS Project Performance Reviews



NPS NPS Expert Advice NPS NPS Financial Management NPS NPS Service Reporting and Auditing PDS PDS Management, Integration and Coordination PDS PDS Information Data Management PDS PDS Expert Advice PDS PDS Service Reporting and Auditing Pest Vermin Control 16001092 Euthanase Wildlife by Species EA Pest Vermin Control 16001093 Reports to Local Authorities EA Pest Vermin Control 16001094 Wildlife Disposed by Species EA Pest Vermin Control Termite System Installation Petrol, Oils, Lubric 16001089 Assistance Request-Normal Hours EA Petrol, Oils, Lubric 16001090 Assistance Request-After Hours EA Petrol, Oils, Lubric 16001091 Number of Fuel Spills EA Reprographics and Printing 16001095 B&W Photocopying-A4(80gsm White Paper) EA Reprographics and Printing 16001096 B&WPhotocopying-A3(80gsm White Paper) EA Reprographics and Printing 16001097 Colour Photocopying-A4(100gsm WhitePaper EA Reprographics and Printing 16001098 Colour Photocopying-A3(100gsm WhitePaper EA Reprographics and Printing 16001099 Colour Photocopying-A4(160gsm WhiteCard) EA Reprographics and Printing 16001100 Colour Photocopying-A3(160gsm WhiteCard) EA Reprographics and Printing 16001101 Colour Photocopying-A4(250gsm WhiteCard) EA Reprographics and Printing 16001102 Colour Photocopying-A3(250gsm WhiteCard) EA Reprographics and Printing 16001103 Optix 140gsm Colour Card EA Reprographics and Printing 16001104 A4 Box Board EA Reprographics and Printing 16001105 A4 Colour Copier Transparency EA Reprographics and Printing 16001106 A4 80gsm CPI Datacopy Coloured Paper EA Reprographics and Printing 16001107 A4 80gsm Optix Coloured Paper EA Reprographics and Printing 16001108 A4 Avery Self Adhesive Label EA Reprographics and Printing 16001109 A4 CD Avery Self Adhesive Label EA Reprographics and Printing 16001110 Arnos Fastener EA Reprographics and Printing 16001111 Premium Clear A4 Cover EA Reprographics and Printing 16001112 A4 Matt Laminating Pocket EA Reprographics and Printing 16001113 A3 Matt Laminating Pocket EA Reprographics and Printing 16001114 Laminating Film 80 Micron (Roll) EA Reprographics and Printing 16001115 Laminating Film 38 Micron (Roll) EA Reprographics and Printing 16001116 Magnetic Media EA Reprographics and Printing 16001117 Application Tape EA Reprographics and Printing 16001118 Coloured Sign Vinyl EA Reprographics and Printing 16001119 CDR Media EA Reprographics and Printing 16001120 Plastic Binding Comb-08mm EA Reprographics and Printing 16001121 Plastic Binding Comb-10mm EA Reprographics and Printing 16001122 Plastic Binding Comb-12mm EA Reprographics and Printing 16001123 Plastic Binding Comb-14mm EA Reprographics and Printing 16001124 Plastic Binding Comb-16mm EA Reprographics and Printing 16001125 Plastic Binding Comb-20mm EA



Reprographics and Printing 16001126 Plastic Binding Comb-22mm EA Reprographics and Printing 16001127 Plastic Binding Comb-25mm EA Reprographics and Printing 16001128 Fastback Narrow Cloth Strip(Black/White) EA Reprographics and Printing 16001129 Fastback Medium Cloth Strip(Black/White) EA Reprographics and Printing 16001130 Fastback Wide Cloth Strip (Black/White) EA Reprographics and Printing 16001131 Risograph Ink EA Reprographics and Printing 16001132 Risograph Masters EA Reprographics and Printing 16001133 Card Size 80 micron Laminating Film EA Reprographics and Printing 16001134 A5 100 micron Laminating Film EA Reprographics and Printing 16001135 A4 80 micron Laminating Film EA Reprographics and Printing 16001136 A3 80 micron Laminating Film EA Reprographics and Printing 16001137 Staple Cartridge-Ricoh Aficio Colour5560 EA Reprographics and Printing 16001138 Staple Cartridge-Ricoh Aficio MP 1350 EA Reprographics and Printing 16001139 Staple Cartridge-Ricoh Aficio 1350 EA Reprographics and Printing 16001140 Staple Cartridge-Xerox DC900 EA Reprographics and Printing 16001141 Thermal Clear Cover Wallet EA Reprographics and Printing 16001142 Black/White Sign Vinyl-600mm Wide EA Reprographics and Printing 16001143 Gold Mylar Sign Vinyl-600mm Wide EA Reprographics and Printing 16001144 Gold 2038 Sign Vinyl-600mm Wide EA Reprographics and Printing 16001145 Nikkalite Reflective Sign Vinyl-600mm W EA Reprographics and Printing 16001146 Sign White Sheet Metal EA Reprographics and Printing 16001147 Coreflute Plastic Sheet EA Reprographics and Printing 16001148 Vinyl Banner Material-650mm Wide EA Reprographics and Printing 16001149 35mm Colour Photo Session(Film/Processin EA Reprographics and Printing 16001150 Course Package IAW AnnexB-Unframed 4x6 EA Reprographics and Printing 16001151 Course Package IAW AnnexB-Unframed 6x8 EA Reprographics and Printing 16001152 Course Package IAW AnnexB-Unframed 8x12 EA Reprographics and Printing 16001153 Course Package IAW AnnexB-Unframed 10x10 EA Reprographics and Printing 16001154 Course Package IAW AnnexB-Unframed 12x12 EA Reprographics and Printing 16001155 Course Package IAW AnnexB-A4 Black Metal EA Reprographics and Printing 16001156 Course Package IAW AnnexB-A3 Black Metal EA Reprographics and Printing 16001157 Course Package IAW AnnexB-Film Polaroid EA Reprographics and Printing 16001158 Course Package IAW AnnexB-A3 Mahogany Fr EA Reprographics and Printing 16001159 Course Package IAW AnnexB-Paste Board EA Reprographics and Printing 16001160 Course Package IAW AnnexB-Alphamat Matt EA Reprographics and Printing 16001161 Course Package IAW AnnexB-Coloured Matt EA Reprographics and Printing 16001162 Epson Ink (7 Types) EA Reprographics and Printing 16001163 Epson Premium Semigloss Photo Paper EA Reprographics and Printing 16001164 Epson Adhesive Backed Paper EA Reprographics and Printing 16001165 Epson Plain Paper EA Reprographics and Printing 16001166 Self Laminating ID Cards EA Reprographics and Printing 16001167 Clips for ID Cards EA Reprographics and Printing 16001168 Convention Badge EA Reprographics and Printing 16001169 Metal Hinged Rings 19mm EA Retail Stores 16001170 Provision of Field Support (From RMC) EA



Retail Stores 16001171 Manual Overcounter Issues (Non-MILIS) EA Retail Stores 16001172 Manual Overcounter Receipts (Non-MILIS) EA Retail Stores 16001173 Manual Overcounter Issues (MILIS Items) EA Retail Stores 16001174 Manual Overcounter Receipts(MILIS Item) EA Retail Stores 16001175 Furniture Relocation-Assy&Collection EA Retail Stores 16001176 Furniture Relocation-Disassy&Collection EA Retail Stores 16001177 Furniture Purchasing EA Retail Stores 16001178 Furniture Repairs EA Retail Stores 16001179 Furniture Disposal EA Retail Stores 16001180 Local Distribution (Items of Supply) EA Retail Stores 16001181 Conduct of Manual Stocktaking(Non-MILIS) EA Retail Stores 16001182 Conduct of Manual Stocktaking(MILIS Item EA Retail Stores 16001183 Machinery&Plant Functions-Elect Tasks EA Retail Stores 16001184 Machinery&Plant Functions-Elect-Total hr EA Retail Stores 16001185 Machinery&Plant Functions-Mech Tasks EA Retail Stores 16001186 Machinery&Plant Functions-Mech-Total hrs EA Retail Stores 16001187 Motor Vehicle Equipment-Tasks EA Retail Stores 16001188 Motor Vehicle Equipment-Total hours EA Retail Stores 16001189 Workshop Tasking-Tasks EA Retail Stores 16001190 Workshop Tasking-Total hours EA Retail Stores 16001191 Machinery&Plant Functions-Elect Tasks EA Retail Stores 16001192 Machinery&Plant Functions-Elect-Total hr EA Retail Stores 16001193 Machinery&Plant Functions-Mech Tasks EA Retail Stores 16001194 Machinery&Plant Functions-Mech-Total hrs EA Retail Stores 16001195 Motor Vehicle Equipment-Tasks EA Retail Stores 16001196 Motor Vehicle Equipment-Total hours EA Retail Stores 16001197 Workshop Tasking-Tasks EA Retail Stores 16001198 Workshop Tasking-Total hours EA Sports & Recreation 16001208 Gymnasium Users EA Sports & Recreation 16001209 Pool Users EA Sports & Recreation 16001210 Bookings EA Sports & Recreation 16001211 Gymnasium Equipment Loans EA Sports & Recreation 16001212 Set-up for Physical Training Classes EA Training Area Mgmnt 16001213 Target Towing EA Training Area Mgmnt 16001214 Target Towing Hours H Training Area Mgmnt 16001215 UXO Discovered EA Training Area Mgmnt 16001216 First Response Fire Fighting EA Training Area Mgmnt Targetry Repaired Training Area Mgmnt Target Systems Installed Training Area Mgmnt Number of Briefings Conducted Transport 16001217 Booking Requests EA Transport 16001218 Booking Requests Filled EA Transport 16001219 Booking Duration EA Transport 16001220 Driver Labour Hours EA Waste Management Classified waste



Waste Management Co-mingled Waste Waste Management Commercial/Domestic waste Waste Management Construction/Demolition waste Waste Management Hazardous waste Waste Management FFE Non-recyclable Range Produce Waste Management Liquid waste Waste Management Clinical and related waste Waste Management Office Paper waste Waste Management Organic waste Waste Management Plant & Equipment waste Waste Management Quarantine waste Waste Management Sanitary waste Waste Management Electronic waste Waste Management Foreign Object Debris Waste Management Sullage and bilge waste Waste Management Portable Toilet Hire Days Waste Management GFE Portable Toilets In From Field

BSC Manual – Glossary


This glossary provides definitions for many of the new terms and concepts introduced with GEMS SAP.

Glossary of Terms

Term Definition ABC Indicator Used to identify dollar thresholds for cost control

approval process.

Alternative Proposal A type of work order submitted by the contractor in response to an initial service request that could not be completed due to one of the following reasons;

a. the estimate of the Responsive Maintenance works is greater than $10,000 excluding GST;

b. the correction of defects or damage on those elements of estate being maintained under the scheduled maintenance or performance maintenance methodology results in a reimbursement claim by the contractor;

c. costs over the Defect Correction cost cap; d. it is possible to correct the Defect or

damage, but not within the Response Time within which it would be required to be corrected;

e. it is not possible to correct the Defect or damage; or

f. there is an alternative to correcting the Defect or damage which offers the Commonwealth greater value for money than correcting the Defect

Agreement A GEMS SAP term used to refer to a contract. APRO – Alternative Proposal User status used to indicate that the work order being

created is an alternative proposal. Work orders of this type are usually linked back to originating work order. Refer to ‘Reference Notification’ and ‘Reference Work Order’ for further details.

Assembly In general, an assembly is a group of parts that, together, form another larger part. This also describes a BOM and so a BOM and an assembly, in essence, are the same things. For further information click here.

Asset A physical entity within the Defence ‘Estate Hierarchy’.

Base Support Area Represents a sub-level of the graphical location defined as a Region.

http://www.gotothings.com/pm/difference-between-bom-and-assembly.htm



B.O.M. - Bill of Materials A bill of materials is a list of the raw materials, sub-assemblies, intermediate assemblies, sub-components, parts and the quantities of each needed to manufacture an end product.

Building A functional location within the Estate Hierarchy designated by the two letter prefix ‘BU’. For example; BU 30/1111

Building Level A functional location within the Estate Hierarchy designated by the two letter prefix ‘BL’. For example; BL 30/1111/2.

Cause Text This field provides an opportunity to provide additional details about the nature of the issue or problem being addressed in the work order. Limit of 40 characters.

Cause Code The Cause Codes identify predefined causes of failure or degradation for Cause analysis.

C.I.X . CIX is a business-to-business interface that allows contractors to manage their service delivery in their own systems while providing Defence with the information it requires to fulfil management and reporting obligations.

Coding A system value used to identify a service or maintenance type.

Code Value A numeric value associated with a coding selection. Company Code The company code for Defence is 1000. This is a

system value and does not change.

Contract Control Key A system value used to indicate if a work order will

attract a fee over and above the standard fixed fee arrangement. Relevant values are; ZPM3 – Cost Relevant Base Services ZPM4 – Non-Cost Relevant Base Services

Customer D.C.L .Defect Correction Limit An agreed upon dollar value threshold beyond which

the contractor will be reimbursed. For example, if the DCL is $5000 and the cost to repair is $7000 then the contractor may claim reimbursement for $2000.

Document Flow (icon) Used to display all documents relating to a particular service request. This icon is located on the task bar toward the top of the screen (just below the title bar).

Equipment Equipment is either an individual segment in an equipment system or are manageable items of equipment on their own. Note: Equipment can be associated with any level of the estate hierarchy below property.



Escalation The escalation task provides a mechanism for the customer to follow up on a service request that has not been completed, or for the Base Services contractor to seek approval from the PSM to agree to change (delay) service delivery or maintenance outside standard delivery requirements. The escalation task will trigger an internal workflow to notify the Base Services contractor and PSM that follow up action is required.

Estate Hierarchy All Defence Estate assets are organised into a hierarchical structure within Defence SAP and is known as Estate Hierarchy. Each item in the hierarchy has unique identifiers. These identifiers include Functional Locations (FLoc) and Equipment (EQUIP) numbers, which are Geo-enabled (GEO.e).

Framework Order A GEMS SAP term used to refer to a purchase order. Functional Location Functional Locations are typically immovable estate

items, eg land buildings and infrastructure. They are further broken down by estate classification (Functional Location Category) to identify where they are positioned within the hierarchy. For example, Region, Property, Building, Building Level and Building Space.

Infrastructure Infrastructure is either an individual segment in an infrastructure system network such as a road or length of pipe, or are manageable items on their own, such as a sporting or training facility. Infrastructure may be associated with Infrastructure Systems to show the relationship with other elements on the estate. Note: Services and Sub-services can be directly linked to Infrastructure.

Land Space Land refers to the base environs associated with a Property. Land is typically constrained to the boundaries of a Property; however, there are a number of non-geographically-continuous Properties, where there will be multiple Land Spaces associated with the one Property. There may also be multiple Land Spaces on a property where the land use or service delivery requirement is significantly different (e.g. a separate definition of the urban area and the training area of a property, where the use and support requirements are different).

Layout A selection of data elements to be included in search results. Typically assigned as columns, layouts can be saved for future/repeated use for commonly used searches.

Long Description An open text field in which a more detailed explanation of the service request can be entered.

LRS/TRS – Labour Rate / Task Rate Schedule



Match Code Button Used to search for data within the selected field.

Material Group Used to group together services with the same attributes into a common group. For example, 72100000 = Estate Upkeep Services

Main Work Centre A value used to identify the Base Service Contractor by service/region.

Measurement Document The mechanism by which measuring point data is captured and entered into the GEMS SAP system.

Measuring Point A measuring point is created against a functional location or equipment in the estate hierarchy to define target functionality or provide a mechanism to collect measurement information required under the contract. The Base Services contractor subsequently provides measurement documents to capture the actual functionality or measurement against the measuring point.

Message Address Details of the contact person whom the contractor should contact in relation to completing the work order. Message address details are populated by clicking the message address button when the notification is created.

M.W.P.A. Minor Workplace Adjustment

Low value new work (not maintenance) up to the value of $5,000 (excluding GST) including but not limited to:

• moving items (e.g. partitions, workstations, power points, whiteboards),

• installing additional items (e.g. power points, mounting picture rails and whiteboards) and

• replacing locks with those with a specified function.

Notification The first of two documents created in response to a service request. The notification contains details on who is raising the request, where the request is needed, priority and specific details/description. A work order is the follow-on document from a notification.

Notification Type A preconfigured value used to define different types of notifications. Values are: Z1: Responsive Maintenance Z2: Scheduled Maintenance Z4: Requested Service

Notification Status A system generated code, up to four letters long, used to indicate the status of the notification. Common values include (but are not limited to): OSNO: Notification has not yet been started ORAS: Notification attached to a work order NOPR: Notification is in process.

Object Address The Object Address is derived from the address details assigned to the functional location or equipment referenced in the Notification.



Operation An action, usually defined by a service, listed in the work order operations tab during work order creation. When the work order is received by the contractor, these operations may be adjusted to better meet the requirements of the service request.

Opportunity-Based Maintenance Pro-active maintenance that applies to any part of the estate (other than estate elements covered by performance based maintenance).

Order Type A term used to refer to a work order category. Refer to ‘Work Order Type’ for further details.

Partner A person, organisation, group of persons, or group of organisations in which Defence has a business interest.

Partner Function A definition of the rights and responsibilities of a business partner in a business process. The standard SAP partner functions (sold-to party, bill-to party, or payer, for example) can be supplemented with further user-defined partner functions (eg; recipient of duplicate invoice) Find out more here.

Planner Group A value used to identify the contractor trade type. PMActType A unique value indicating the maintenance activity type

for the work order. These values will vary according to the type of work order being raised.

Portal (SAP and/or Customer) Priority Indicates the importance of the processing of the

Notification. Response time parameters are preconfigured.

Property Property is used to define a location in a Base Support Area related to a common occupancy or stewardship arrangement where Defence has rights over the land. A Property may encompass an entire occupied ‘locality’ such as a Defence base with multiple buildings and infrastructure, a training area, individual buildings and any combination thereof. Properties also relate to leased and other areas where Defence has an interest.

Purchasing Group Reference Notification An existing notification used as a reference document.

Details such as functional location, main work centre, planner group and more are copied from the reference notification into the new notification being created. This saves time and effort and also ensures that the new notification has all of the correct reference details.

Reference Work Order An existing work order used as a reference document. Details such as functional location, operations required, scheduling details, costing details and more are copied from the reference work order into the new work order. This also ensures that the two (or more) work orders are linked within the document flow. All related (linked) work orders can then be reported on in an accurate manner.

http://it-definition.com/sap-definition/partner-function-crm-be.php



Region Reflective of the five graphical locations of Australia as defined by Defence (i.e. NNSW, SNSW, etc.)

REL - Released A GEMS SAP system status applied to a work order that has been successfully released to the contractor for further action.

Release (Work Order) An action performed by the GEMS SAP system (may also be a manual action) in which the work order is sent to the external contractor system for action. A successful release will result in the work order system status being set to REL.

Reported By A free text field in which the PMKEYS or ODS identifier can be entered. PMKEYS identifiers can be searched via the match code button in this field.

Requested Service Requested services includes the following: o customer requested services covered under a

fixed fee or volumetric contract arrangement o customer paid service requests o survey and quote services.

Requestor The person submitting the initial service request via any one of the allowable submission pathways.

Responsive Maintenance Responsive maintenance covers unplanned, reactive or corrective maintenance required to rectify defects or repair damage to Defence estate property. It also includes opportunity based maintenance, which is pro-active maintenance that applies to any part of the estate (other than estate elements covered by performance based maintenance).

Revision Revisions are used to track the operational and resource activities associated with an event. Revisions are unique identifiers which enable the grouping of related maintenance and service activities. Revisions are commonly associated with composite requested services work orders to track and schedule the operational and resource activities associated with an event.

R.O.E. – Rate of Effort A unit of measurement that defines number of tasks (or other quantum) taken to complete a work order operation. For example, the number of uniforms dry cleaned, the number of drinks served at the mess.

Scheduled Services Scheduled services are predetermined service activities to be conducted on the Defence estate. Scheduled services are planned for delivery on a regular basis.

Service Master An element of master data used to define a service. Service Request The initial request submitted by the requestor for either

a break-fix or service. Service requests may be submitted via phone, fax, email, AE547 form or directly online via the GEMS SAP portal.

Short Description Text used to describe an element or function. Short



descriptions are typically restricted to 40 characters in length.

Sort Field A free text field used to optimise search results when searching for functional locations. This field holds old (legacy) building numbers.

Survey & Quote System Status A code (up to four letters long) applied by the GEMS

SAP system to indicate changes in the status of a work order.

TECO – Technically Closed A system status applied to a work order once the contractor has confirmed completion of the work order requirements.

Transaction (Code) A GEMS SAP mechanism for carrying out a particular function or activity. Transaction codes are typically (but not always) designated by letters followed by numbers. An example of a transaction code is IW21 – Create Notification.

User Status A status (up to four letters long) set by the user during the creation of a notification or work order. For example, a user status of SVNQ can be set on the work order when a Survey & Quote is required. User status values are manually updated.

Wild Card An asterisk included in a search term, used to designate any allowable value or string of values. For example, searching *Barracks* in a description field will return a list of all descriptions which include the word “Barracks” with a capital B (anywhere within the description).

Workflow A GEMS SAP mechanism for routing system information between modules and/or stakeholders. For example, when a work order status is set to ‘technically completed’, a workflow is activated to send a system message to the requestor informing him/her of work order completion.

Work Order The second of two initial documents created in response to a service request. The Work Order contains details of operations required, any applicable costing, rate of effort and more specific scheduling details. The work order is the formal instruction to the contractor to commence action.

Work Order Type A GEMS SAP system value used to identify the type of work order being created. Allowed values are: ZM01 – Responsive Works ZM02 – Scheduled Maintenance ZM03 – Estate Appraisal ZM04 – Requested Works/Services ZM05 – Scheduled Services

ESD Document Template (Word 2013)

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