Hong Kong Housing Authority and Housing Department

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> > > > Building Services MASS

Building Services MASS

Building Services (BS) MASS assessment is conducted for the following types of Building Services Term Maintenance Contracts of the Housing Department (HD):

		Lift
		Water Supply and Fire Services
		Electrical
		Air Conditioning and Ventilation
		Room Cooler and Split type Air Conditioner (Supply and Installation)
		Security

The BS MASS assessment is carried out either on a monthly, bimonthly, quarterly or biennially basis depending on the type of service. The performance of an individual contractor is reflected by the total MASS score gained during a given assessment period. This score is derived from combining the results of various assessment aspects, each assigned with a weighing factor in accordance with its relative importance. The assessment areas and the corresponding measurement criteria for different types of contracts may vary but in general, they comprise the following benchmarking factors:

		Breakdown Rate: Measure the number of breakdown occurring during a specified period against the total number of installation/equipment maintained under the contract.
		Attendance and Response to Emergency Calls: Measure the occurrence of the contractor's failure to attend to emergency calls within the time specified in the respective contract.
		Routine Inspection: Measure the amount of defects found from the contractor's works in the course of routine inspection carried out by site staff.
		Breakdown Repair Time: Measure the time taken by the contractor in carrying out breakdown repair.
		Minor Repair: The contractor's performance in carrying out minor repair is measured by taking into consideration of:
		-	the quality of work found from the result of site inspection;
		-	the number of minor repairs that are not completed within the specified time; and
		-	the number of minor repairs that remain outstanding throughout a specific period.
		HD174 (Major Work): Measure the quality of work found from the result of site inspection; and measure the progress of work in term of days required to complete the work against the work's value.
		Adherence to Maintenance Programme: Measure any deviation in carrying out routine maintenance from the time schedule stipulated by the HD.
		Submission of Document: Measure the occurrence of late submission against the specified time limit (e.g. submission of as-fitted drawings, bills, etc.) or against statutory requirement (e.g. maintenance certificate).
		Staff Assessment: A general assessment on the performance of the contractor's staff, in terms of their attitude, co-operativeness, commitment and undertakings, etc.
		Tenants' Assessment: Measure the contractor's performance in delivering customer service by taking into account comments and feedback from tenants.

Last revision date: 13 June 2003