This chapter examines the general approach to the procurement of facility services based upon an explicit process for procurement, which is informed by the FM strategy, and supported by a procurement policy and detailed procedures.
Prequalification is a key determinant of successful procurement and must not be taken lightly. Various criteria have to be assembled to judge prospective service providers and these should be transparent and fair.
The following points, among many others, are covered in the chapter.
- There is a logical sequence to the procurement of services, which includes policy, prequalification, tender documentation, request for proposals/tendering, financial close, mobilization and performance management.
- If the most suitable service provider is to be selected, a realistic timescale must be allowed for the procurement process.
- Defining the scope of services is a crucial step in successful procurement, by providing the basis for inviting proposals or tenders and, subsequently, in managing the performance of service providers.
- A poorly defined scope will lead, almost inevitably, to problems in service delivery and a negative impact on users.
- Key stakeholders – typically, the users of services – must be involved in procurement if their needs are to be adequately addressed.
- The capability and capacity of service providers must be established before any are invited to submit proposals or tenders.
- Prequalification criteria – of which there can be many – should be searching, but fair, and take account of service providers’ competence, skills and experience, which can be used to frame requirements especially when a service is unfamiliar or complex.
- Service specifications and service level agreements (SLAs) are tools for managing the quality/performance and cost of services – they form the basis of any request for proposals or tender.