A means to measure the efficiency of outsourced services

The Service Report is a tool created and designed by the Scuola Nazionale Servizi with scientific contribution from Udine University, to compare the efficiency of services in the outsourcing of facility management. It identifies the 'good practices' in the externalisation of services and highlights key factors in its success.

The service report can be requested by contracting entities such as institutions, hospitals and sanitary institutions, local public services and enterprises that offer the facility management outsourcing (companies and associated firms, etc.) For the development and application of this tool, the Scuola Nazionale Servizi, at the moment, makes use of contributions from Udine, Siena, Perugia Universities and Cittadinanzattiva (the most important citizen associations in Italy) and is open to collaborate with operating universities where the report is applied. The Service Report is available for the following services:
1) cleaning and sanification
2) catering
3) equipment and machinery maintenance
4) global service
5) logistics (dealing with the warehouse)

The service report can be requested to carry out a full service check-up and to identify operative and organisational processes that need to be worked on and improved, at all different phases of the contract.

The Vast Area of South East Tuscany: Catering Services
The St Maria Hospital in Terni: Catering Services, Cleaning & Global Services
Local Health Institution N.1 in Trieste: Maintenance & Cleaning Services

The instrument measures the productivity and efficiency of services comparing the price paid (user/purchasers input) with the quality of the final service (user/purchasers output). The comparison of quality/price is the important indicator that quantifies the productivity of each working site; while the efficiency is calculated using mathematical instruments ie. the Data Envelopment Analysis (DEA), that allows the comparison of the performance. Over and above the quality and price, this instrument uses the complexity of the agreement and/or of the working site, as a driver to identify sections in the working place that can be grouped together. In fact, the comparison of these services is stronger when similar examples are put together. For this reason, therefore, the instrument identifies various factors that can affect the complexity of a contract and gives the opportune points. In this way different groups are created and the comparisons will happen only between the working places of the same group. Finally the instrument also analyses the system of dealing with a contract (client-supplier relations, informative systems, etc.) with the objective of identifying the critical factors for success that has allowed good practises (the working places with the highest efficiency levels) to continue to reach the best performance. To sum up, the project proposes to exact the actions to be taken as regards price, quality, complexity of the contract and the way to deal with them. These points are divided into:
1 : the complexity of the contract
1.1 description of the estate assets
1.2 use of the estate assets
1.3 services included in the contract
2 : service price
3 : system of dealing with the contract
3.1 organisation of services
3.2 purchaser/supplier link
3.3 measuring and monitoring
4 : service quality
4.1 quality supplied
4.2 quality perceived
4.3 quality of compliance/conformity

Two documents will be published as a result of the final intervention:
1. a detailed final account
2. concise valuation form - THE SERVICE REPORT