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Customer service excellence at The Welsh Assembly Government

What was the client looking for?

The Welsh Assembly Government occupies 65 government buildings in Wales and employs 5,000 staff, half of which occupy two main buildings in Cardiff. 

They needed a facilities management provider who would maintain their whole estate, delivering excellent service. They were also looking for previous experience working in a central government location. 

How did we help?

In January 2002 the original contract was mobilised. Then, in 2010, based on our experiences with the Scottish Government, we were able to successfully retain the re-tendered contract agreeing a contract term of seven years.

The contract covers four areas: mechanical and electrical maintenance, energy management, project works and estates management. Incorporated in our overall service, we self-deliver on water treatment, water systems risk assessments, mechanical (air and gas) services, fire safety protection and electrical services.

  • Our dedicated team of over 30 engineers is headed up by an experienced contract manager who works closely with the client
  • We strive for continuous improvement and full compliance across the contract, so we installed our Maximo CAFM system which supports the contract management team by providing efficient work management. 
  • Our team of multi-skilled engineers and technicians maintain a self-delivered programme of statutory inspections across the entire estate. 
  • We self-deliver the energy consumption monitoring and reporting functions across the property portfolio.
  • We’re constantly raising our standards and working smarter to exceed the service level targets of 95%.

The results

In addition to our core service, we've managed all capital works projects at The Pierhead Building, a Grade 1 Listed property in Cardiff Bay for a period of seven years. 

We have designed and managed the following capital projects:

  • Internal fit out on two floors to form a visitor centre, offices and teaching rooms
  • New slate roof coverings
  • General external repairs (walls, doors and windows)
  • Installation of new heating and cooling installations

At all stages, we worked in close consultation with Cadw (the governments historic environment division) regarding the detail and extent of the works.

All works were designed in such a way as to avoid any damage to the elements of the structure and finish that contribute to the building's listed status. Many elements (e.g. timber wall panelling, mosaic flooring, terracotta mouldings and period features) were protected during the course of the work.