Multiplex Europe Case Study

A Future-Proof IWMS Solution Project: for a Modern Healthcare Facility To implement an IWMS (integrated workplace management system) to One of the largest P3 (Public Private Partnership) projects undertaken within the manage the service desk and hard NHS, the £335 million development of the new FM service delivery at the new, will deliver three NHS state-of-the art Peterborough Trusts (Peterborough and Stamford Hospital. NHS Foundation Trust, and Peterborough Mental Health Trust and North Objectives: Peterborough Primary Care Trust) with state- Centralization of reactive and of-the art facilities designed to meet a wide planned maintenance requests to range of healthcare needs. support optimum service delivery. The hospital is being constructed on the city’s existing Edith Cavell Hospital site and will Results: include 612 inpatient beds, an emergency care Centralization of information, centre, a high-tech diagnostics unit, women visibility of performance and and children’s unit, cancer unit, specialist comprehensive, automated P3 rehabilitation unit, renal dialysis and a multi- concession management. disciplinary training centre.

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Whilst the new hospital is being built, Martin Payne, Estates Director, Healthcare interim services are being offered via 2 Projects, at Multiplex explains: “Multiplex is buildings, the Cavell Centre and the City committed to delivering an optimum level Care Centre. Both facilities are already of service at the new Peterborough operational as part of the P3 project. The Hospital. It was therefore imperative that 102-bed Cavell Centre provides adult acute we selected a technology partner that and psychiatric intensive care, services for understood our needs and could meet the older people and patients with learning demands of this contract effectively.” disabilities, and includes centralized dining, fitness, recreational and staff facilities. Built Through our Australian operation on Edith Cavell Hospital site, the first phase we have collaborated with Service of the Cavell Centre opened in November Works on a number of successful 2008 and the second phase in April 2009. P3 projects. This proven The City Care Centre opened in May 2009 experience, combined with Service and includes outpatient diagnostic and Works’ extensive expertise in treatment center, rehabilitation services delivering software across the and a children’s care center. healthcare industry provided us with the reassurance that we Following project completion, the Edith needed when selecting QFM. Cavell Hospital site will become known as the Edith Cavell Healthcare Campus and the existing Edith Cavell Hospital will be QFM was implemented at Peterborough demolished. Hospital in October 2008, initially to manage reactive maintenance requests A Proven IWMS Solution within the mental health unit at the Cavell Centre. Following a phased roll-out, QFM is The scope of the contract includes reactive now used to centralize and manage and planned maintenance for both hard reactive and planned maintenance across and selected soft services across all all operational hospital buildings. The hospital buildings. In parallel with the system provides a centralized facilities construction of the new hospital, the helpdesk solution across all sites, allowing search began for a new IWMS system staff in any location to log a job via QFM’s which could deliver a comprehensive intuitive interface. Jobs are instantly solution to centralize the management of assigned to the most appropriate in-house all facilities operations. Maintenance for the or, where applicable, external contractor and existing hospital had been controlled via a closed upon completion. Planned legacy system, but the construction of the preventative maintenance and health and new P3 hospital demanded a new solution safety schedules are also managed which could handle the inherently complex through the QFM system. Once demands of P3 projects. A shortlist of five construction of all three hospital buildings potential suppliers was identified and is completed, the Trust’s central helpdesk following a comprehensive system review will be based in the main hospital site, and process, QFM from Service Works Global QFM will be installed there along with all was chosen. other infrastructure.

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Multiplex Case Study

Comprehensive P3 Performance overdue and highlighted in red. Martin Payne Reporting comments: “QFM’s Event Director is a vital tool for us. It enables us to view critical event With QFM in place, Multiplex are able to progress via one graphical screen and effectively manage service delivery. QFM’s monitor service performance against the in-built P3 Payment Mechanism functionality contractual P3 service level agreements. has been configured to exactly match the Event Director instantly highlights potential parameters specific to the Peterborough failures, allowing us to take remedial action Hospital P3 contract. The performance data and avoid incurring deduction payments.” needed for the payment mechanism calculation is seamlessly entered into QFM Comprehensive event reporting enables as part of the normal daily helpdesk Multiplex to see at the touch of a button workflow activities. whether events were completed within the required timeframe and if a failed event, Multiplex takes advantage of QFM Event details of the deduction incurred. In the Director, a strategic management tool that occurrence of an overdue event, QFM delivers real-time event information via a calculates the service fee quickly and graphical interface. Event Director utilizes accurately. QFM’s P3 reporting capabilities traffic light color coding to highlight ensure that time sensitive reports can be deadlines and enable early identification of efficiently produced on demand, giving potentially costly service failures. Events that details of potential and actual performance are approaching their deadline are failures – information that would normally highlighted in amber and those that are take days or weeks to provide manually.

Future Focus

Multiplex is currently evaluating the possibility of extending their usage of QFM, via QFM Mobile. This will enable the company to deploy the QFM system to field-based staff, allowing the instant dispatch of jobs via a hand held device in real time. Contractors can then update details of the job on their mobile device, reducing administrative load on the helpdesk and providing a fully integrated helpdesk, mobile and P3 concession management solution.

With less than a year until practical completion, Peterborough Hospital is already providing a truly modern healthcare service for the community. Martin Payne concludes: “Peterborough Hospital is a key project for Multiplex. We see it as a flagship for future UK contracts and therefore we are keen to be as forward-thinking as possible. Technology plays a vital role in our operations, and QFM is central in supporting optimum levels of service delivery at Peterborough Hospital.

The beauty of QFM is its ability to mould to meet the unique demands of this comprehensive P3 scheme. The system is robust and flexible and delivers a comprehensive tried and tested solution for facilities management. QFM has provided us with a benchmark for future P3 projects and we look forward to continuing our successful relationship with Service Works during the lifecycle of this and other projects.”

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