The McGill approach
A project with such a wide range of geographies and services needed a bespoke approach. Our operational planning was extensive, and took into account the vastness of the contract area, potential seasonal travel issues, and the skills and expertise that might be required from location to location.
With reactive work, we made sure engineers were on call across various areas, in order to meet our service agreement with Perth and Kinross Council. We also clustered work so teams operated in rural areas for a specific time period, and make sure we pre-stocked our strategically-located storage units to minimise any potential downtime. This combination of mitigating factors meant we were fully able to meet our 2-4 hour SLA for emergency call-outs.
Our planned works were similarly complex and just as meticulously carried out. Contractual works were planned taking into account severe weather and limited access to rural locations during winter months; we completed extensive refurbishment works during school holidays so as not to disrupt students and teachers; all vehicles were 100% pre-stocked each day so that we could implement our ‘first fix, every time’ approach wherever possible.
We used our integrated CAFM (computer-aided facilities management) system to manage the project in real time. This system also managed our helpdesk, which was designed to route calls to four separate departments; facilities management, security, electrical, and plumbing.