I recently took part in the procurement process for finding the best company to install, repair and maintain Orbit’s lifts.
The involvement of residents, and the procurement process as a whole, was all about making sure that Orbit’s lifts would be well looked after into the future so that the functionality of our lifts is consistent and reliable, ensuring both the safety and satisfaction of customers.
It all started last year when Steve McLuckie, Senior Procurement Manager for Orbit Services based in Coventry, invited interested residents to share their opinions, expectations and recommendations in order to assist Orbit in securing the most suitable contractors for the job.
We responded by providing our views, thoughts and suggestions – mine included accessibility and safety issues because I am aware that in the future, there will be higher numbers of disabled and elderly people living within our communities. Simon Addley, Building Services Contracts Officer for Orbit South, responded to our input and noted the value and importance of it, making it clear how much our contribution was appreciated by Orbit.
Steve McLuckie also worked hand in hand with Lisa Cornish, Customer Involvement Advisor for Orbit South, to ensure that residents were involved effectively throughout the process. This gave us the confidence to take part, as well as the realisation that we are hugely valued as volunteers. Two residents, including myself, were involved in reviewing the tender and also in the subsequent interviews, which proved to be very rigorous, for assessing the suitability of the companies. This took place at the Hilton Hotel in Maidstone over a two day period.
The interview panel consisted of Orbit staff from various levels of management, the Lifts and Escalators Consultant Marcus Hill from Mottram Associates and two residents. The suppliers demonstrated in detail how they would ensure value for money, share costs where appropriate and ensure safety and accessibility, as well as covering numerous other factors which the panel took into consideration.
The whole interview process was mind boggling, however it was a thoroughly enjoyable experience, which was accentuated by the panel’s great sense of humour, and our being made to feel so welcome.
In my role as a Community Reporter, I interviewed Steve McLuckie who agrees that Customer Involvement is something that Orbit is committed to in order to ensure high customer satisfaction levels as they use Orbit’s services. This view was echoed by both Simon Addley and Marcus Hill.
My experience taking part in the procurement process was out-of-this-world. It was both enjoyable and interesting, and I would encourage all residents to become involved themselves. Being an involved resident isn’t just interesting, it’s addictive – and it keeps one young mentally, physically and socially. Please try it – you’ll never look back!