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Accountability and transparency are key
to CSC’s high working standards
By Kim Kamarudin
The digital age has enabled
technology to advance in
leaps and bounds, and with
these developments comes
an expectation of greater
transparency. When it comes
to cleaning, this translates
to accountability for services
outlined in detailed reporting,
reliable staff and a standardised
quality of work.
Perth-based Charles Service
Company (CSC) has been using
a proactive online reporting
tool with clients since 2012
to meet this expectation. The
system, known as Cleansite,
was the 2012 Australian Web Award
Innovation category winner.
The tool captures and presents service
outcomes measured against the tender
document and scope of work. Each client
page is individualised to suit the site and
can be accessed online by CSC staff or
the client. Cleaning staff onsite access
Cleansite to log in and out, complete
cleaning reports, inspections and access
CSC is a family-owned and -operated
contract-cleaning business that has been
operating in the education and commercial
cleaning sector since 1974. The company
has built a reliable senior management
team, six area managers and between 280
and 300 permanent part-time cleaning staff.
After more than 40 years of operation,
CSC has a well-established client base
that appreciates the consistency and high
standard of services provided. Director
George Grover has been with CSC since he
was a teen, working in various roles from
projects team and portfolio management to
financial manager and now director.
In his current role George has successfully
taken the original framework created by his
father and chairman of directors, Charles
Grover, and modernised it. He said the
cleaning industry was very different 30
and 40 years ago in comparison to how it
operates today. This became very clear when
retendering long-standing contracts. In the
past some cases simply involved a handshake
and a one-page tender document.
Now, tender documents are 100-plus pages.
In an attempt to be succinct and clear
in relation to compliance requests, CSC
Each time an inspection is recorded on
Cleansite, a copy is automatically emailed to
the client contact and senior management.
“Our aim was to create a practical
tool to audit client compliance requests
and demonstrate these items are being
completed on site,” George explained.
“Our team of managers know compliance
is not just a matter of filling out
paperwork and reporting everything as
perfect. The system provides them with a
mechanism to identify potential problems,
which is often the first step in being able
to rectify them.
“Cleansite has the ability to provide staff
improvement notices. This is a valuable
communication tool, especially for staff
who don’t speak English as their first
language,” he added. “The improvement
notice can include photographs to highlight
what needs to be corrected or completed.”
As an incentive, CSC linked Cleansite
to a performance bonus system that
encourages and rewards accurate reporting.
For example, a storeroom inspection
checklist includes whether chemicals are
labelled, electrical equipment is tagged
and equipment is colour-coded. For a site
manager to receive their maximum bonus,
these item reports are assessed for accuracy
by senior management spot inspections.
If there are items that are not within
compliance, but have been reported as
such, the potential bonus is reduced. This
incentivises accurate reporting.
According to George, the promotion of
accurate reporting applies to safety and
compliance, as well as operations. “If a
From left: Ian Macauley, Gai Macauley, Dal
Rajsic and George Grover
site is not up to standard, we
expect that to be represented
in the site report for that
month,” he stated.
“We are not interested in
hiding anything from the
client. They are there on
site and know the standard
of work being completed.
For us this is the mechanism
for taking action to resolve
any decrease in standard,”
Cleansite provides a
ranking of each site based on
standardised descriptions and
levels of cleaning to provide
consistency and transparency
across the board.
The Cleansite homepage allows clients
to communicate with CSC, while the
inspection page provides a history of
all inspections logged and where new
inspection reports can be entered.
The KPI page details yes/no questions
about whether criteria have been met.
There is also a periodical cleaning booking
page, which is in a calendar format, to
book and record when periodical work
has been completed or is scheduled to be
completed. Once the client approves the
booking time, CSC subcontracts window
cleaning and carpet cleaning.
The staff page features photographs of who
is working on site, as well as their names
and copies of their police clearance and
CSC OH&S certification. This page allows
CSC to provide a level of transparency,
accountability and security for clients in
knowing the faces of the people on site.
Last year CSC trialled another level of
security within Cleansite–it involved the use
of on-site portable tablets linked to the staff
members’ profiles. To sign in and out, staff
members had to enter their ID numbers and
take a photograph of themselves on site,
which provided verification of who was
actually on the premises.
The intricacy of Cleansite is complimented
by its simplicity, taking what can be an
overwhelming amount of information and
‘things to do’ and breaking it down into
logical, manageable and accountable parts
that provide clarity and transparency for
both CSC and its clients.
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