Client care Flashcards
How do you identify and meet client needs?
ToE
How do you write terms of engagement?
ToE:
ID of surveyor
ID of the client(s)
ID other intended user
ID asset(s)
Purpose of instruction
Extent of work, investigations
Assumptions
Fee basis
Complaints handling
Limitations on liability
What are your team KPIs around arrears and legal completions?
Work closely with the Council’s legal and finance teams to reduce the level of rent arrears on council owned properties.
The target is set at 7% of the annual rent roll.
Arrears figure / Annual rent roll x 100 = %
Legal completions are agreed within a 3 months period unless otherwise agreed
Deliver the annually agreed revenue income target and raise invoices
ASK ANDY H
How do you adhere to local government procurement requirements?
Below £10,000:
- AD approval prior to tender
- informal written quote from 1 or more firms
- raise PO
- SD approval
- send SD approval to Procurement
- Exchange of Letters contract
£10,000 - £75,000:
- AD approval prior to tender
- written quote from 3 or more firms (Bloom)
- with procurement support
- above £30,000 Chest/Bloom
- raise PO
- SD approval
- send SD approval to Procurement
- Exchange of Letters contract
£75,000 - £100,000:
- AD approval prior to tender
- open tender through Chest/Bloom
- with procurement support
- raise PO
- SD approval
- send SD approval to Procurement
Above £100,000:
- Procurement Board briefing note
- open tender through Chest/Bloom
- with procurement support
- Procurement Board report
- raise PO
- Formal contract
Procurement e-learning
Procurement law:
Public Contracts Regs 2015
Public Services (Social Value) Act 2012
Local Gov Transparency Code 2015
How do you set fees?
Hourly rate based on personnel involved
How do you set objectives?
How do you identify stakeholders? How do you set up channels of communication?
How do you establish a scope of services?
depends on client brief and case
What are ISOs? Which ones are relevant?
What are British Standards? Which ones are relevant?
How do you write a fee proposal?
A fee proposal is a proposal prepared by a consultant for a prospective client describing the services that the consultant proposes to undertake and the fee that will be charged.
It is very important that the nature of an appointment is set out in detail before work commences to avoid potential confusion or misunderstanding of what is expected, how much it will cost, and what is not included, and to prevent scope creep. Institutes such as the Royal Institute of British Architects (RIBA) include a requirement for a written agreement of appointment in their code of conduct.
May be in response to client brief which includes format for proposals to compare.
Letters of appointment and/or contract.
Details of the legal entity that is making the proposal. This is not always as clear-cut as it may seem.
A description of the project, including the project programme, anticipated cost and anticipated procurement route.
A schedule of services to be provided. This may include a description of services that are not included within the proposal (for example, making an outline planning application), and limits to certain activities (for example the number of meetings or site visits).
Details of key personnel to be allocated to the project and their roles.
Identification of any sub-consultants the consultant intends to use.
The form of agreement and conditions of engagement that will be used.
The level of professional indemnity insurance that will be provided.
The hardware and software that will be used.
The fee chargeable (and whether VAT is charged), broken down against stages of the project.
Chargeable expenses.
Hourly rates to be applied to any work outside the proposed scope of services.
How is GMCA structured / funded / what are its objectives?
How is GM fire service structured / funded / what are its objectives?
How are Salix Homes structured / funded / what are its objectives?
Do you need to agree terms of engagement for each client instruction?
