RENAULT NISSAN TECHNOLOGY & BUSINESS CENTRE INDIA – CHENNAI

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FACILITY MANAGEMENT SERVICES

TECHNICAL SEPECIFICATIONS

FACILITY MANGEMENT SERVICES

RENAULT NISSAN TECHNOLOGY & BUSINESS CENTRE INDIA PVT LTD

SUMMARY

1 SUBJECT

2 PLACE OF WORK

3 SCOPE

I . SOFT SERVICES

II. TECHNICAL SERVICES

4 IMPORTATNT FACTORS

5 SLA

6 HEADCOUNT REQUIREMENT

7 COST SHEET

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1 SUBJECT
This technical specification describes the mission for housekeeping services, office boys, pantry boys, store
management, GA support, O & M operations made by FMS Company for all sites of the RNTBCI – CHENNAI.

2 PLACE OF WORK
The mission takes place at Renault Nissan Technology & Business Centre India Pvt Ltd at Chennai in following
places,
1. RNTBCI, Ascendas, Mahindra World City – 6,64,626 Sft
2. RNETC (RNAIPL Plant, Oragadam) – 51,560 Sft
3. RANK C (RNAIPL Plant, Oragadam) – 12,130 Sft
4. TEST TRACK (RNAIPL Plant, Oragadam)
5. WORKSHOP (SP KOIL) – 32,857 Sft
6. IITMRP LAB (Taramani IIT Campus) – 8,200 Sft

3 SCOPE
Facility Management Services – Soft Service and Operation and Maintenance
Duration – 1st August 2024 Until 31st March 2027.

I. SOFT SERVICES
A. KEY ACTIVITIES
1) Cleaning of the doors
2) Removal of the Cobwebs
3) Dusting of the vertical blinds
4) Cleaning of Electrical Switches
5) Spot cleaning of the walls
6) Dusting of Windows
7) Cleaning of windows
8) Scrubbing of the skirting
9) Dusting of other article in the room
10) Wet mopping of the Floor
11) Dry mopping of the Floor
12) Dusting of the Furniture’s & Fixtures
13) Telephone and Computer Cleaning
14) Fax and Photostat Machine Cleaning
15) Fax and Photostat Machine Deep Cleaning
16) Telephone and Computer Cleaning
17) Food waste Removals
18) Emptying of Dustbins
19) Vacuum Cleaning of Carpets
20) Shampooing of Carpets
21) Spotting of Carpet
22) Cleaning of the Doormat
23) Electrical Equipment cleaning
24) Cleaning of restrooms
25) Scrubbing of the Urinals
26) Scrubbing of the sinks
27) Washing of Toilet walls and floor
28) Changing of the Urinal Cubes
29) Changing of the Zippers
30) Cleaning of the Doormat
31) Trash Removals
32) Refilling of the Soap dispenser

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33) Refilling of the Toilet paper rolls

34) Cleaning of Toilet Fittings
35) Cleaning of Washbasin
36) Cleaning of Mirrors
37) Wet Mopping of stairs
38) Dry Mopping of Stairs
39) Scrubbing of Stairs
40) Wet Mopping
41) Dry Mopping
42) Scrubbing of front entrance tiles
43) Washing of the Floors
44) Pantry services
45) Cafeteria Maintenance
46) Plant Maintenance
47) Admin support
48) Transport support
49) Mail room management
50) Courier management
51) Pest control works
52) Key management
53) Store management
54) Landscaping & Bush cutting works (RNETC, RANK C & Test track)

B. OTHER KEY ACTIVTIES:

1) Cleaning and scrubbing of toilets on regular interval/as & when required.

2) Removal of paper, garbage and packing materials from office to dump yard.
3) Vacuum cleaning of carpeted floors daily.
4) Dusting of furniture, telephones, etc., with dry cloth and then with quality detergent.
5) Cleaning of washbasins, sanitary fittings, and toilets floors with dry & wet mops.
6) Cleaning of window glass panes/ panel both sides, frames & air conditioning grills.
7) Dry & wet mopping of staircases, Pantry & lobby area.
8) Cleaning of planters.
9) Reception and lobbies to be mopped twice/thrice in a shift or as and when required.
10) Cleaning of Reception door and main entrance glass door and frames on both sides.
11) Dry & wet mopping of main lobby area on regular intervals.
12) Dry & wet dusting of glass partitions with glass cleaner.
13) Dusting and cleaning of conference tables and chairs.
14) Spot cleaning of carpets on regular basis as per prescribed maintenance instructions.
15) Cleaning of panel posters, painting, light fittings, furniture & fixtures etc.
16) Scrubbing of staircase, lobbies, and outside areas.
17) Removal of cobwebs.
18) Brasso polishing of brass/copper fixtures
19) Cleaning of open lawns, foot path area on daily basis.
20) Cleaning and maintenance of artificial plants.
21) Preparation and installation of 5S stickers when required.
22) Routine cleaning and maintenance of all installed boards and guide maps
23) Other Official activities within their shift timings
24) Transition support during the business needs
25) Materials movement (Electronic, non-electronic materials, etc.,) within the office premises.
26) Scrap management within the premises
27) Space Management support
28) Asset Management support

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29) Café & pantries Drain cleaning activities – Wh”o”listic Pantry & Cafe Cleaning Solutions.

C. PREMIUM QUALITY MATERIALS & EQUIPMENTS USED FOR CLEANING:

 All cleaning chemicals for cleaning the facility will be provided by Agent at his own cost on actual
consumption.
 Consumables and toiletries will be provided by RNTBCI weekly from RNTBCI store to the agent after receipt
of indent and certification of RNTBCI representative. The agent must submit the list of consumables of
monthly requirement for procurement in advance.
 Agent should report and maintain records for consumptions of Consumables and toiletries to RNTBCI.
 Industrial multipurpose Single disc machine with Accessories (Mono/DS 42), Vacuum Cleaner (Wet & Dry)
will be supplied by the Agent for scrubbing, buffing, polishing and shampooing of all types of floors like
tiles, Marbles, granites and Carpet with his own cost.
 Service and spares replacement should be provided by Agent without any extra charges.
 Agent should provide Basic cleaning housekeeping tools with his own cost

S. No Name of the Products Make

1 Hand Wash FEM/GODREJ
2 Urinal Cubes DROLIA/HARPIC
3 Naphthalene Balls NEO TABS
4 Cotton Checked Cloths PREMIUM
5 Chemicals - R1, R2, R3, R4, R5, R6, R7, R9, Nobile, TASKI/3M
D7, Spiral, TR 101, TR 103, Carpet spotting Kit, Terranova
6 Dust Mop With blue acrylic cloth and handle PREMIUM
7 Flat Wet Mop with cotton mop head and handle PREMIUM
8 Dust Mop head acrylic PREMIUM
9 Flat Wet Mop Head PREMIUM
10 Wringer Trolley complete set PREMIUM
11 Soft / Hard broom / Dustpan PREMIUM
12 Housekeeping caddy for each housekeeping personnel PREMIUM
13 Blue plastic floor squeeze with white color double blade (55cm) with handle PREMIUM
14 Manual scrubbing tool for skirting and corner with handle green pad PREMIUM
15 Hand scrubbing tool for vertical area with green pad& white pad PREMIUM
16 Glass cleaning complete set with telescopic pole PREMIUM
17 Pest repellent machine PREMIUM
18 Vacuum cleaners, fumigation machines. PREMIUM
19 Vertical Dustpan clip with broom PREMIUM
20 Machine scrubbing, polishing, buffing, honing pads, Single disk, walk behind floor scrubber. PREMIUM
21 Upholstery brush, soft brush, Carpet brush, Spotting brush, feather brush, W/C brush, PREMIUM
22 Nylon Scrubber, Scotchbrite – green, red, Sponge, Spray gun bottles, Floor Wipers, Squeezes PREMIUM
23 Pipeline blockage removal machine PREMIUM

Above are for reference only & any addition in our existing PO also considerable for cleaning materials.

D. PEST CONTROL SERVICES:

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 The contractor shall carry out the Pest Control treatment for eradication of Pests/Insects like Termite,
Cockroaches, Rodents, Flies, Mosquitoes and other household pests and treatment to be carried out
 Fumigation of traps, manholes, inspection-chambers, enclosed spaces, workspace, cafeteria food serve
area and kitchen, false ceiling, etc.,
 All such type of activities must be carried out after office hours.
 Service efficiency service provider should be engaged for service.
 RNTBCI & IITM – Internal, RNETC, RANK C & WORKSHOP – Both Internal & External

E. KEY RESPOSIBILITIES:

1) The agent should take utmost care not to leak/divulge any information of RNTBCI.
2) The losses sustained to the Institute due to negligence of the services of the agent in the form of damage
of property will be recoverable from the agent as per the estimation in terms of money value by the
Institute and the decision of the Institute in this regard will be final and binding on the agent.
3) The agent shall maintain the highest standard of ethics during the execution of contract.
4) The agent shall have their representatives accessible either by person or by phone during or after office
hours.
5) Shift mobiles to be provided to responsible people deployed in all sites of RNTBCI.
6) The agent will be responsible for compliance with all central and state laws as per rules/regulations /
byelaws and order of the local authorities and statutory bodies as may be in force from time to time
during the contract period. If any amount is payable by the Institute to any statutory authorities related to
this contract/ job, same will be recovered from the bill of the agent.

i. Shift supervisor & Executive:

Above mentioned scope of work is to be carried out in two shifts i.e., as per RNTBCI requirement. For co-
ordination and supervision of all activities, at least one supervisor is to be deployed in each shift as per
requirement. The supervisor & Executive must be an experienced and qualified person who will be overall
responsible for smooth functioning of all facilities. He will be responsible for discipline of entire staff of the
agency for all the activities. He will be acting as a contact person for each building and shall be responsible
for closure of complaints registered through grievance app. Regular monitoring of Office area, pantry,
cafeteria, restrooms, etc., and should scan the e checklist by verifying all check points.

ii. Housekeeper

 We need a team of housekeepers for upkeep of the facility.

 Agent should be responsible of all the cleaning and other activities mentioned in the scope within the
boundary and should use the appropriate chemicals depending on the cleaning area.
 Agent should plan the deep cleaning activities by providing the 52 Week planned maintenance, and it is
the responsibilities of agent to maintain the scheduled maintenance/cleaning activity which is dully
approved by the RNTBCI.
 Employees of Agent should be trained by the expert to understand the MSDS of the chemicals, and
purpose of the same.

iii. Office boys:

Agent should be responsible for the other key activities support to designated teams within Admin as
follows.

 Operation and tracking of office Transport operation.

 Operation and tracking of On-call Cab support.
 Support for Admin related works.

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iv. Steward:

 Agent should be responsible of the pantry/cafeteria services for handling Tea/Coffee/Snacks and lunch for
important meetings and departmental Heads.
 It is important that apart from food handling areas they are not to be allotted for cleaning areas.
 Manage maintenance of Cafeteria and pantry

v. Sr. Steward:

 Supervises and coordinates activities during events to ensure that food is served promptly.
 Assist with food and table prep before the event begins.
 Arrangements to be done with food presentation standards and practices in mind, ensuring safe food
handling performance.
 Ensuring that services meet the employee specifications.
 Communicate with admin team as well as other servers and event organizers.
 Clean up venue after event ends and assist with inventory, food storage and other closeout tasks.

vi. Mail Room Assistant:

Agent should be responsible for the mail room activities as follows.

 Tracking of the courier Inward & Outward

 Maintaining the registers which are described by the Client.
 Key Management
 Tracking of Office Supplies

F. DOCUMENTATION:

1. Housekeeping manual and all SOP (Standard Operating Procedures).

2. On job training and documentation
3. Maintain daily/weekly/monthly reports.
4. Medical reports required for all cafeteria maintenance staff and pantry boys.
5. Maintaining logs and checklist.
6. Background verification certificate
7. Skill matrix for O&M staffs
8. Hazard Identification & Risk Assessment (HIRA) document to be maintain.
9. Environment, health, and safety training for all staffs and prepare documentation.
10. E checklist & Grievance app Usage – Weekly Report
11. Material Usage Report and Tracking

II. TECHNICAL SERVICES:

The FMC shall obtain Authority’s prior approval in writing before taking any of the following actions.
 Any change or addition to the Personnel listed as key professionals under the Scope of Work,
 Any change in equipment / material in respect of make, quality or other criteria, which the FMC
furnished.

A. KEY ACTIVITIES
1) OPERATION

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Operation of Equipment / Fixtures

i. Day to day running of equipment / facilities and upkeep.
ii. Daily / periodic maintenance (inspection, oiling, and re-tightening) to retain the healthy
condition of equipment and prevent failure through the prevention of deterioration, periodic
inspection, or equipment condition diagnosis.
iii. The FMC shall ensure operation and upkeep of all equipment’s (Electrical, Mechanical, HVAC,
plumbing etc.) in accordance with Operation and maintenance manuals provided by
Contractor/PMC / Supplier / Vendor / Manufacturers and ensuring safety of equipment and
personal using it.
iv. The FMC will ensure that all filters, belts, fasteners, fixtures, lubricants, and other routine items
are installed and are working properly.
v. The FMC shall operate all fittings and fixtures (electrical / mechanical / plumbing etc.) on
regular basis and ensure the smooth functioning of the area.
vi. The FMC shall carry out daily, weekly, quarterly, half-yearly and yearly checks as per the O&M
Manual for smooth operation and functioning of the area.
vii. The FMC shall ensure the BMS is operating the building components in the most efficient, cost-
effective manner.
viii. The FMC shall monitor and maintain the ambient room parameters (temperature, humidity,
noise level, required light levels etc.) for different components/areas/exhibits/artifacts as
specified in the O&M manual carefully, always throughout the Contract period. Any damage
done to the exhibits/ artifacts / equipment’s due to non-maintenance of required ambient
room parameters will be the responsibility of FMC and shall make good the damaged exhibit /
artifacts / equipment’s at his own cost.

2) MAINTENANCE

The FMC shall be responsible for breakdown maintenance. The FMC for preventive maintenance
shall coordinate with the Main Contractor, Vendors, Suppliers and Manufacturers for rendering the
services under the terms and conditions stipulated in this document.
i. Breakdown Maintenance is defined as
The maintenance performed on equipment that has broken down and is unusable. It is
based on a breakdown maintenance trigger. If breakdown occurs due to defects including
manufacturing defects or defects due to faulty erection or any defective work or material, it
would be covered under defect liability period or equipment warranty period as may be
applicable.
ii. Preventive Maintenance is defined as
The planned maintenance which is performed while the equipment is still working to
reduce unexpected breakdown. This maintenance is scheduled based on time (monthly,
quarterly, annually) or usage triggers. Activities in Preventive Maintenance are usually
performed based on guidelines from equipment suppliers / manufactures and as per the
O& M manuals provided by the Contractor.
However, FMC scope of work includes Breakdown Maintenance, co-ordination and managing
Vendors / Suppliers / Manufactures for performing preventive maintenance as per the O&M
Manuals provided by the Contractor /PMC / Supplier / Vendor / Manufacturers.
iii. The FMC shall be liable to perform / undertake following services:

a. Keep the Inventory of all spares and consumables required for the maintenance of the
facility and update on weekly basis.
b. Prepare purchase request for spare parts, Electrical and Mechanical items, plumbing, AC,

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etc.,

3) MANAGEMENT

The FMC shall be responsible for integrated facility management of the Facility Area and managing the
following aspects for ensuring proper operation and maintenance of the facilities in the premises:
ii. Provide required assistance to the Authority during transition period of handover – takeover of
the Project Facility from the Main Contractor / PMC includes snagging, de-snagging, testing,
and commissioning of equipment’s etc.,
iii. Take ownership of all the services as described in scope of work and will work as an
independent Unit.
iv. Maintain a record of all the Equipment’s/ assets at facility, keep record of the Vendors
details, keep track of the dates of AMC/Warranty validity and inform Company when the
validity is within 3 months of completion and co-ordinate with vendors for extension of
services on behalf of Authority.
v. Co-ordinate with Main Contractor/PMC for rectifying of defects under the DLP period.
vi. Assist the Authority in verification & payment of all utility bills,
vii. Preparation, submission and obtaining approval on detailed O&M plan including
maintenance, staffing requirement and schedule; equipment, tool and machineries to be
maintained; maintenance schedule; manpower and incident reporting structure; etc.
viii. Prepare a preventive maintenance plan for all equipment’s / fittings & fixtures, ensuring
100% compliance. FMC shall co-ordinate for:
• Repair technician for doors, blinds and floor springs etc.

• Original Equipment Manufacturer (OEM) of Building Management System, HVAC and

other E&M systems, Plumbing Works (auto flush system, other sanitary fixtures), and
related items
• Works like painting, polishing, tiling, ceiling works etc.
ix. Co-ordination with Vendors / Manufacturers / Suppliers for the purpose of preventive
maintenance and upkeep of the equipment during AMC / Warranty period.
x. Prepare and maintain the records of routine services, visits provided by AMC providers and
tracking to be done against actual visits.
xi. Keep the Inventory status of all spares and consumables required for the maintenance of the
facility and update on weekly basis and maintain the records of consumption.
xii. Conduct quarterly systems & equipment health audits with and through the AMC Service
provider and submit a health status report to the Officer authorized by Authority.
xiii. It is the responsibility of the FMC to ensure highest level of uptime and reliability of all
equipment is maintained at site.
xiv. Prepare and follow Standard Operating procedures for smooth functioning of the
maintenance services, within 30 days of commencement of agreement.
xv. Brief the representative on maintenance and operational proceedings on day-to-day basis.
xvi. Liaison with local, state authorities, and/or private agencies related to the Facility.
xvii. Control and report any violation in sound emanating from the Facility is within the noise
pollution norms prescribed by the Central Pollution Control Board and any notification issued

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by the Ministry of Environment and Forests, Government of India.

xviii.Provide support and guidance to the Authority in all matters as requested
xix. The FMC, within its staff shall provide persons who are trained in first aid/ paramedics to coordinate
with Wellness Centre/ First Aid Room in case of emergency.
xx. Co-ordination with Vendors / Suppliers / Manufacturers for preventive maintenance.
xxi. Co-ordination with O&M team for rectification of breakdowns (covered under breakdown
maintenance/AMC) and for operations.
xxii. Printed comprehensive logbook as per certified standards and procedures, containing tables for daily
record of all critical schedules, temperatures, pressures, humidity, power consumption, starting,
stopping times of various equipment’s, daily record of unusual observations.
xxiii.MIS Reporting for overall management of services.
xxiv. Co-ordination for conducting drills (earthquake, fire etc.).

However, the scope as defined above is not limited to or exclude any item in the scope of work that
is to be covered for delivering the Facility Management Services timely and successfully. The FMC
shall report to authorized person appointed by Authority for the management services as and
when required.
B. QUALITY MATERIALS, MACHINERY & EQUIPMENTS USED:
The FMC shall arrange and supply at his own cost all material, machinery, equipment, pant,
tools, appliances, implements, ladder, cordage, tackle, scaffoldings for effective execution of
the work and shall bear all the taxes including transportation, loading, unloading, stacking
storage, safe custody against the damage due to sun, rain, dampness, fire, theft etc.

S. No. Name of Tools S. No. Name of Tools

1 Megger (0-500volts) 2 Gloves (Electrical) (HT/ LT)
3 Multi-Meter (digital) Texas Instruments/ Fluke 4 Grease gun (heavy Duty)
5 Tong tester/Clamp Meter (Digital) 6 Chisel Small & Big (heavy duty)
7 Thermometer Digital 8 Safety Goggles
9 Air Blower (Hot) 10 Nose Pliers
11 Punching Tools (set 3mm to 24 mm) 12 Toolbox metallic
13 Crimping Tools 14 Parrot Wrench
15 Crimping Tool for Electrical 16 Safety helmet
17 Electric Drill M/C 18 Safety belt (with complete specifications)
19 Torch with cells 20 Cartridge fuses puller (HT / LT.)
21 Pliers 22 Measuring tape
23 Screwdriver Set 24 Nitrile Gloves
25 Screwdriver Set 26 Bearing Puller
27 Screwdriver 28 Digital Anemometer
29 Pipe Wrench 12"/10"/8" (set 1 of each) 30 Water Testing Kit
31 Line Tester 32 Digital LUX Meter

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33 D-Spanner Set 34 Db meter for noise level monitoring

35 Ring Spanner Set 36 IR GUN
37 Screw wrench 38 Torque spanner
39 Box Spanner Set 40 Ear Muffler
41 Bench Wise 6" 42 SAW
Electrical /Carpentry / Plumbing work related Tools
43 Hacksaw Frame 44
45 Tool Bag 46 Hammer 1/2 lbs., 1 lbs., 11/2 lbs.
47 Anemometer 48 All kind of (MEP) Loto Kit (To carry out PM )

C. KEY ACTIVITIES:

1) Technical personnel for handling electrical equipment’s like UPS / Split A/c / DB’s & PAC Units.
2) Preventive maintenance activity to carry out all Electrical / UPS DB’s and Panels
3) Electrical diploma holders & A/c diploma holders with thorough knowledge on respective fields to handle
and run the facility without Power & A/c failures.
4) O&M team involves painters & plumbers, painters will be given a task from time to time to paint the walls
which loses the colors or fades away. Plumber to be deputed to monitor the tap & drainage at pantry /
Cafeterias.
5) Shift mobiles to be provided to responsible people deployed in all sites of RNTBCI.
6) The contractor will have to carry out all types of repairs pertaining to Aluminum/Iron/Wood in doors,
windows, inbuilt cupboards, file storage units and all other wooden movable items etc.
7) Create additional workstation setup

i) Facilities In charge

Overall head of the Housekeeping & O&M team for monitoring should be an electrical C license holder
as per CEIG norms. Whose duty is to monitor over all shift systems of Housekeeping, O&M, their work
schedules, Preventive maintenance activities, etc., Above mentioned both Soft and Technical services
scope of work is to be carried out effectively and reporting client on regular basis. Also ensure all
systems in place and regular monitoring the systems to avoid escalations from user. Handle all
meetings to understand the requirements and act on immediate basis. Coordination with multiple
stakeholders of different teams to ensure delivery of any facility related projects on time. Reports
shall be sent to respective team on daily/weekly/monthly basis.

ii) Executive/Sr MST & MST (Multi Skilled Technician)

Above mentioned scope of work is to be carried out in three shifts i.e., as per RNTBCI requirement. For
co-ordination and supervision of all activities, at least one Sr. Multi skilled Technician/Multi-skilled
Technician is to be deployed in each shift as per requirement. The Executive & MST must be an
experienced and qualified person who will be overall responsible for smooth functioning of all
facilities. He will be acting as a contact person for each building and shall be responsible for closure of
complaints registered through grievance app. Regular monitoring of Office area, pantry, cafeteria,
etc., and ensure taking energy readings on regular basis as per our requirement. Follow up of AMC
related activities and ensure proper functioning of Electrical & Mechanical systems.

iii) Sr. Carpenter/Carpenter/Painter

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 Install, maintain and repair of variety of products includes all carpentry related works, fit out
repairing, doors, window, furniture’s modification works, cupboards, ceiling & flooring rectifications,
machinery installation., and all associated works.
 Maintain tools and equipment’s and follow safety best practices.
 Conduct building inspection and identify needed repairs.
 Should have knowledge in mechanical/electrical installation works.
 Should have the knowledge of carryout all painting related activity.

iv) Plumber

 Repair or replace broken drainage lines, clogged drains, faucets, etc.

 Install and maintain water supply systems inside the premises.
 Repairing domestic appliances and fixtures.
 Regular maintenance of all plumbing equipment’s and all pipelines.
 Chock in pipelines to be cleared every weekend for proper drainage.

D. DOCUMENTATION:

1) All SOP (Standard Operating Procedures).

2) On job training and documentation
3) Maintain daily/weekly/monthly and 52-week maintenance schedule & checklist, service reports
4) Medical reports required for all maintenance staff
5) Maintaining logs and checklist.
6) Background verification certificate
7) Skill matrix for O&M staffs
8) Hazard Identification & Risk Assessment (HIRA) document to be maintain.
9) Environment, health and safety training for all staffs and prepare documentation.

4 IMPORTANT FACTORS
I. REPORTING
The FMC shall establish a MIS system for reporting. The FMC shall submit the following reports
within the stipulated time to the Authorized person of the Authority:
a. Initial Review Report.
b. Monthly Reports.
c. Deployment Report; and
d. Attendance Reports
The MIS report shall cover the following aspects:
a. Consumption and stock of consumables
b. Compliance of preventive maintenance plan
c. Resource deployment report (manpower, equipment)
d. Expense report (committed and invoiced amounts)
e. Energy consumption – by utility, by premise
f. Status of periodic activities as described under scope of work for Operation, Maintenance.
g. Facility Inspection: The FMC shall conduct regular comprehensive facility inspection
and perform any additional ones that will maintain / enhance the appearance,
operation, and safety aspects of all the facility as approved by Authority. The FMC
shall indicate frequency of inspection covering all premises.

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h. Highlight Critical Issues / Problems with recommended solutions which should contain
the technical recommendations / alternatives, cost, time schedules, etc.
i. Customer Feedback Analysis
j. Report on Audits/ drills etc.
k. Complaint Management reporting.
l. MIS on procurement, statutory payments & on any other invoices processed by Authority.
m. Any other reports / compliance certificates as needed from time to time for writing duty
charts and registers at security check points and records keeping as per requirements.

II. GROOMING STANDARDS

a. Employees of the Agent must be trained by the expert to understand the corporate
requirements and proper grooming, and Onsite Supervisor of the Agent should organize the
daily briefing and verify the grooming of their team every day.
b. Proper hand gloves and Shoes to be provided for housekeepers.
c. Employees of the Agent should wear clean and neat uniform, which is provided by the Agent.
d. Pantry Attendants uniform should be different from the floor cleaner, generally it is
recommended white shirt, black pant, Waist Coat and gloves.

III. Digitalization:
a. Grievances App should be monitored regularly and ensure completion of complaints as per the
agreed SLA. Devices shall be provided to each shift Supervisor/Technician for regular
monitoring.
b. E checklist should be implemented in all working areas and regular checking shall be ensured
through scanning the QR codes for each zone on time. Devices shall be provided to each shift
Supervisor/Technician for regular checking.
c. All O&M AMC & non-AMC related asset to be incorporated in the tool to maintain abnormality
tracker and AMC report maintenance. (Mail to be triggered during AMC due)
d. 52week Preventive maintenance schedule to be incorporated with E checklist ).
e. Systemized Attendance report.
f. Consumables Inventories trackers
g. Dashboard – FM activities.

5 SLA & PENALTY

Sl No SLA Points Penalty Amount

Soft Services
Non-standard process includes usage of chemicals/method of application
1 INR 1000 per instance
etc.,
2 Poor cleaning process / unattended as per schedule INR 500 per instance

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3 Documents /Data not maintained/available as per RNTBCI requirements INR 500 per instance
4 Improper disposal of Trash/Garbage INR 500 per instance
5 Adapted improper cleaning procedures INR 500 per instance
6 Causing damage to RNTBCI or builder’s property Deduct the value of damage
Man days cost will not be paid if not
7 Head count deployment at RNTBCI sites as per agreed PO terms deployed and below Penalty clause
applicable
A. 80-85% 1 % of Management Fees
B. 85-90% 0.5 % of Management Fees
C. 90-95% of attendance / per day /shift 0.25 % of Management Fees
INR 1000 per day till the bill submission
8 Non submission of bills on 7th of every month
date
9 Poor Pest/Rodent/Animal control INR 500 per instance
10 Improper dress code /without uniform while performing duty INR 300 per instance
INR 1000 per instance, entire loss of
11 Theft / Attempted theft
cost and terminate the person
12 Nonadherence of Training schedule INR 500 per instance
13 Non-Compliance of any law/statutory rules INR 10000 per instance
Technical Services
Non-standard process includes usage of Tools and skillsets while executing
14 INR 1000 per instance
work
15 Inadequate technical skill for the assigned job INR 500 per instance
16 Causing loss to Company due to poor knowledge of manpower Entire cost of damage
17 Causing failure due to poor planning of periodical maintenance INR 500 per instance
Not planning renewal of AMC or Periodical Maintenance of UPS/AC units
18 INR 1000 per instance
and other equipment’s
19 Not adhering agreed temperature at the AC environment INR 500 per instance
20 Non-disclosure of incident/accident INR 2000 per instance

INR 50000 per instance or termination

21 POSH incident
of the contract after 3 instances

General Operational Impact

22 Salary not credited to employees on every month first INR 1000 per day
23 Consumables not delivered on time INR 1000 per day

I. Complaint Management
The following are defined SLA times for responding and closure of complaints by FMC and
based on standards these present guidelines and may be changed by Authority from time
to time.
Table: Service Level Agreement
Description of Complaint
Complaints Service required Report closure time
For minor defects Rectification without any Immediately 2hrs

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replacement by FMC personnel

Immediately 2hrs
For HK related
support
For Major Defects

Item available Rectification / Replacement by external agencies (Main Immediately 1 week

locally Contractor / Interior Contractor / Vendors /
Item available Manufacturer / Supplier
24hrs 2 weeks
domestically

Item to be procured 48hrs 1 month

internationally
To the extent possible, FMC shall make ensure that Vendor / Manufacturer performs their
obligations as per Contract. Even after FMC making all the efforts, Vendor / manufacturer fails to
perform its obligations, the FMC shall notify the Authority and ask for necessary action.

6 HEADCOUNT REQUIREMENT

RNETC,
Age Rank C, S P Koil
RNTBCI Skills/Experience MWC IITMRP Remarks
Limit Test Workshop
Track

Soft & Technical services -

Asst. Facility Manager 50 - 55 1 - - -
10 Years

Executive - Soft Service Soft services - 8 Years 45 - 55 1 - - -

Sr. Supervisor - Soft service Soft services - 5 Years below 40 3 - - -

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FACILITY MANAGEMENT SERVICES

Jr. Supervisor - Soft Service Soft services - 5 Years below 40 4 - - - Gents - 2, Ladies - 2
HK Operative / Janitors 45 74 10 4 2 Gents - 30, Ladies - 44.
Executive - O&M Technical services - 8 Years below 40 1 1 - -
Multi skilled Technician - C License Technical services - 7 Years below 40 1 - - -
Senior Multi skilled Technician Technical services - 7 Years below 40 4 - - -
Multi skilled Technician Technical services - 5 Years below 40 6 3 1 1
AC operator HVAC services - 8 Years below 40 0 1 - -
BMS Operator below 40 1 - - -
Plumber 8 Years below 40 1 - - -
Sr. Carpenter 12 Years below 40 1 - - -
Carpenter and Painter 10 Years below 40 1 - - -

Sr. Steward Pantry Services - 10 Years below 40 3 - - -

Multi language known persons
Steward Pantry Services - 5 Years below 40 2 1 - -
Sr.Office boys Related Experience - 5 Years below 40 3 - - -
Sr. Mail Room Asst Store management - 7 Years below 40 1 - - -
Mail Room Asst Store management - 5 Years below 40 1 - - -

Admin support manpower charges Related Experience - 5 Years below 40 7 - - - (CTC to be checked with client)
Manpower count 116 16 5 3

7 COST SHEET

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