Enclosure_6_-_Service_Level_Agreement_-_Redacted.pdf

SERVICE LEVEL AGREEMENT

FOR FISCAL YEAR 2025-2027

This is an agreement between the Facilities Maintenance & Operations and the Building Services sections of the Department of Public Works (DPW) and the Human Services Agency for regarding building maintenance, custodial, and special services for County owned buildings. Included are the service descriptions, rates, and responsibilities.

This agreement is in effect from July 1, 2025 through June 30, 2027.

The Facilities Maintenance & Operations section preserves the County’s capital assets and infrastructure by operating and maintaining facilities in a cost effective and professional manner to ensure that the public and employees have safe, comfortable and clean work sites.

Our motto is……

“FM&O – A Degree Above”

The Building Services section provides efficient, cost-effective, comprehensive and professional custodial and ancillary services throughout the County’s facilities to ensure the environment is clean and safe for County employees and the public.

Our motto is……

“Quality Service, Day and Night”

The purpose of this Service Level Agreement is to provide information for customer departments regarding the types and levels of services provided by the Facilities Maintenance & Operations and the Building Services sections of the Public Works Department (hereafter referred to as “Facilities Services”) and to distinguish which are included in “service charges” and which are not.

Our intent is to ensure our customers are aware of the services to which they are entitled and to know that Facilities Services staff can provide assistance for special needs and requests.

The Facilities Services sections are responsible for keeping County-owned and County-leased buildings we are responsible for and the surrounding areas clean and safe, and to assure that systems and equipment are in good repair and functioning properly. The facilities we service are as diverse as the employees and visitors they house. From East Palo Alto to North County to the Pacific Coast – from the Old Courthouse built in 1906 to the County Office Building 3 built in 2024

– from office buildings to detention facilities, we keep things running.

Some fast facts about our business:

• We maintain over 3.9 million square feet of tenant occupied building space and over 42 acres of landscaped parking areas.

• We process over 8,200 repair and maintenance requests per year.

• Electrical energy costs for our facilities exceeded $4.50 million in 2024/25.

• We handle and coordinate the recycling process for over 30 tons of paper and other materials every month.

On behalf of Public Works management and the staff of the Facilities Services sections, thank you for your continued support and cooperation.

Ann M. Stillman, Director Department of Public Works

Section I. Purpose/Overview

To better coordinate all services offered by our facilities maintenance sections, we developed and implemented the Facilities Customer Service Center (FCSC) in FY 2005-06. The FCSC provides a single point of contact for customers and dispatch of staff and should be the primary resource for departmental Maintenance Coordinators and others responsible for requesting maintenance services. The FCSC is staffed during normal business hours and can be reached at 650-363-4444.

For management issues and/or to discuss specific activities or projects, the overall coordinator of this agreement and the main point of contact is our, Facilities Services Manager, 650-363-1875.

The supervisor for each area or function will manage day-to-day activities:

a) Supervising Stationary Engineer, 650-599-1300. Operation and maintenance of facility systems and equipment for County owned and leased buildings in outlying areas.

b) Crafts Supervisor, 650-363-1877. Repair, maintenance, and safety/regulation required upgrades related to carpentry, painting, and locksmith services for all County facilities.

In addition, our Construction Services Section (CSS) provides a variety of facility-related services that are beyond the scope of this agreement. A list of these services is provided in Section VI. For more information, contact our CSS Supervisor, 650-312- 8833.

Section II. Contact Information

The baseline services outlined below are included in the annual service charges (see Section VII for current serviced charges).

1. General Facility and Plant Services

a. Preventive Maintenance and Routine Repairs

Facilities Services will perform regular maintenance on the following and will make or schedule repairs as needed. Services include the cost of parts, material, and labor.

• Structural portions of buildings (roof, elevators, doors, windows, flooring)

• Building mechanical systems (heating, air conditioning, ventilation, electrical distribution and lighting)

• Building plumbing systems

• Fire alarms and life safety systems

• Generators and emergency power systems

b. Emergency Repairs

Facilities Services will assure quick response in all critical situations, making immediate temporary repairs when required for safety or security reasons.

Examples of such situations include:

• Broken windows, doors and locks

• Stalled and improperly operating elevators

• Air conditioning in computer server rooms and other sensitive areas

• Interruption of electrical service

• Broken pipes and clogged plumbing

• Leaking roofs

• Damage resulting from natural disasters

c. Utilities

Facilities Services is responsible for furnishing all utilities including gas, water, electricity, sewer and garbage service. We will continue to research options and pursue grant funding to provide the most cost-effective services and will plan for the use of environmentally friendly systems and materials when we do updates and replacements. Building temperatures will be kept between 68 and 74 degrees in an effort to save energy.

Section III. Baseline Services

d. Signage

Facilities Services will provide directional signs for parking lots and building lobbies.

e. Pest Control

Facilities Services funds and monitors a contract for pest control services in County owned facilities on an as-needed basis. The contract covers all types of insects and vermin. Chemical treatment for bedbugs is available through the pest control contractor however, preparing for such treatment and subsequent cleaning of treated rooms is the responsibility of the facility operator. Additionally, heat treating and/or additional chemical treatments for control of bedbugs is the responsibility of the program operator.

f. Disaster Response In the event of a natural disaster such as a major earthquake, Facilities Services staff are trained and prepared to respond and to secure building systems.

2. Skilled Craft Services

a. Painting

Facilities Services painters will paint common areas in County standard colors (entrances, lobbies, restrooms, main hallways) as needed to keep the facility looking neat and clean. We also maintain painted exterior areas on a limited basis as well as graffiti abatement on County owned buildings.

b. Carpentry

The carpenters of Facility Services perform maintenance and repairs on roofs, doors, windows, water damaged areas, and hard surface floors in common areas. We also patch and repair chips and holes in walls. Other carpentry services are available on a fee for service basis (see Section IV).

c. Lock Work

Locksmith services provided under baseline services include the repair or replacement of broken building locksets (excluding department property such as file cabinets and desks); repair or adjustment of improperly working door closers;

providing duplicate keys with proper authorization; re-keying locks for security reasons; replacing worn or outdated locksets; and any work required as a result of new codes and regulations. Keys for or repairs to Department property, including but not limited to desks, file cabinets, and vehicles are beyond the facility service charge and will require funding.

3. Groundskeeping Services

a. Landscaping

Facilities Services funds and monitors a contract for landscaping services at approximately 30 sites throughout the County. The landscaping crews install and maintain irrigation systems; propagate and plant appropriate species; prune, trim, fertilize, mow, and provide all other care and maintenance for plants, shrubs, trees, turf, and lawns.

b. Parking Lots

Facilities Services will replace parking lot bumpers, re-paint lines and legends, and provide remedial paving as required. We will assure that lighting and any other safety/security components in place are kept in proper working order. The Program Operator will provide for routine litter pick-up in parking areas and will empty and clean trash receptacles and ashtrays as needed.

c. Common Areas

Facilities Services will keep the landscaped areas, walkways and patios, adjacent sidewalks, and other common areas in and around County facilities in good repair.

d. Building Exteriors

It is the responsibility of the program operator to routinely sweep and otherwise maintain a clean litter-free site.

Janitorial services are not included in this agreement

The following items are excluded from this agreement:

• General housekeeping of client rooms

• Surface shower/tub mildew/mold

• Food service equipment

Section IV.

Building Services

Section V.

Exclusions

• Laundry equipment

• Sweeping and trash pick-up in parking lots and sidewalks

Services not outlined in Section III are considered additional services. Services listed below (Typically new work) will be scheduled upon receipt of a work request, and the associated costs billed to the department. The majority of these services are provided under the administration of the Construction Services Section (CSS) located at 30 Tower Road, San Mateo. Requests for services and cost estimates should be routed through the Facilities Customer Service Center (FCSC) at 650-363- 4444.

1. Carpentry

New installation:

• Floor coverings

• Commercial fixtures

• Acoustical ceilings

• Doors/windows

• Soundproofing and insulation

• Air conditioning units

• Restroom partitions and fixtures

• Tile work

• Concrete slabs and retaining walls

Building and/or custom fabrication:

• Storage structures

• Security gates, windows, etc.

• Custom cabinets and casework

• Custom shelves, reception counters, etc.

• Wall framing and drywall

• Custom racks, bins, etc., for delivery vehicles

General:

• Repair office furniture

• Anchor files and shelving

• Hang pictures and bulletin boards

2. Electrical

• Install additional electrical circuits and outlets

• Upgrade and install new workplace lighting

• Install Pleion electrical whips

• Install and maintain security alarm systems

• Set up temporary power for events

Section VI. Additional Services

3. Painting

• Paint office spaces

• Refinish cabinets and furniture

• Install new baseboard and molding

• Paint departmental conference rooms and common areas

4. Lock Work

• Installation or repair of locks on department furniture (file cabinets, desks, etc.)

• Lock drilling (when keys are lost or locked inside)

• New installation (result of new construction or remodeling)

5. Other

• Move jobs

• Transportation of records to storage

• Event set-up

• Directional signs for departmental areas

• General construction site cleanup

• Window tinting

• Carpet Cleaning, Funding is required, Contact Building Services

New Construction

In addition to meeting your special needs for custom and/or upgraded items, CSS has been involved in numerous remodeling and new construction projects. We have the ability to completely renovate offices, storage areas and warehouses, and other work areas, both inside and out. We provide assistance with plans and drawings, use quality materials that meet County standards, provide helpful and responsive assistance with questions and problems, do all aspects of project management, and, as always, we’re here to follow up on any details after the project is completed.

Our motto is . . .

“Quality Construction, Start to Finish”

1. Facilities Services Responsibilities

a. Notify the Maintenance Coordinator at least 24 hours in advance of any scheduled maintenance activity that may affect a department’s normal working operation (noise, dust, odors, interruption of water or electrical service, etc.).

b. Leave work areas safe and clean upon completion of a task or project.

c. Comply with all state and federal regulations in the handling and disposal of materials and waste products associated with the normal operations of facility maintenance that could impact public safety or the environment.

d. Research and/or recommend special materials, devices, or services desired by customers.

e. Make appropriate referrals for work outside the scope of baseline maintenance services.

f. Coordinate with Risk Management, Environmental Health, Sheriff’s Office, local fire departments, and/or other regulatory and health & safety agencies as needed for issues related to building safety and inspection.

2. Customer/Department Responsibilities

Customers are requested to:

a. Designate a Maintenance Coordinator(s) to be the primary point of contact for Facilities Services issues.

b. Provide accurate and full details of services requested.

c. Report mechanical malfunctions to the Maintenance Coordinator promptly and complete necessary service request form(s).

d. Be respectful of the work environment and exercise reasonable care while working in and walking through County facilities.

e. Encourage all employees to be energy conscious. It’s good for the environment as well as keeping your costs down

Section VII. Responsibilities

1. Baseline Services

All of the services outlined in Section III are provided as part of a Department’s annual service charge which is determined by the previous year’s actual expenditures and costs associated with the particular facility. The charge is calculated on a per square foot basis and is typically below market rate for office space.

The annual service charge for the buildings covered in this agreement are established by the County’s Service Charges Committee, which is chaired by the County Executive’s Office. The annual service charge for will be in FY 2025-26 and for FY 2026-27.

2. Additional Services:

Costs associated with additional services as outlined in Section VI are based on the actual costs of each service as performed and are charged back to the department as direct charges. Each service will have a cost per unit time or occurrence.

For work performed by Public Works staff, labor rates are hourly based on classification and include overhead. Materials and supplies are billed at their actual cost.

For work that must be contracted out, Public Works will request estimates from qualified and reputable companies and award the job to the low bidder. The department will be billed for the actual cost of the work.

Section VIII Service Level Costs