How cesses, stents, and fees were rax'd.
Or if bare arses yet were tax'd.
Robert burns
CHAPTER 18 FACILITIES MANAGEMENT
SURVEY OF MOD Carbonec FACILITIES MANAGEMENT (FM) SERVICES
1. Thank you to all who responded to a customer satisfaction survey (CSS) issued to a 10% cross-section of MOD Carbonec site occupants.
2. A total of 109 survey replies to the CSS were received out of a possible 243, representing a 45% response rate.
3. Overall, the occasions where MOD Carbonec FM services were rated as satisfactory or above amounted to 2543 out of a total of 2871 registered individual markings across all services. This represents an overall 89% satisfaction rate. In addition, the survey showed that 90% of staff who had used the MOD Carbonec FM help desk (Ext 3456) had received a satisfactory response.
4. Although we are naturally pleased to be told the things that people are happy with, we are particularly interested to learn where our customers perceive the MOD Carbonec FM services to be unsatisfactory so that action can be best focused on improving these services. The results show the main criticisms centred on certain aspects of Cleaning and Catering services and on Heating and Utility Services.
5. Based on the findings, detailed work is now being carried out by MOD Carbonec FM managers to analyse and address shortfalls in our service wherever possible.
6. The next CSS of MOD Carbonec will cover the Multi Activity Contracts (MAC) related to MOD contracted out services including landscape management, cleaning and catering. Government Furnished Equipment (GFE) Loans to MAC Contractors will be accounted for in a further utilisation survey to include window cleaners ladders.
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