LOT 3 – PRESTIGIOUS SITES CATERING SERVICE
Specification of Requirement
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Specification of Requirement – Lot 3
Contents of Specification
1. Preamble
2. Introduction to Specification
3. Background to the Responsible Procurement approach
4. Hygiene and Food Safety
5. Food Standards:
6. Healthy and Nutritious Food
7. Meals, Menus and Dietary Requirements
8. Service Standards
9. Tariffs
10. Environmental Management Systems (EMS)
11. Equipment
12. Staffing, Management and Training
13. Security
14. Administration
15. Customer Feedback
16. Auditing and Performance Monitoring
17. Marketing and Merchandising
18. Innovation in Service Delivery
19. Contract Management
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Specification of Requirement – Lot 3
1.
Preamble
The City of London is the local authority for the City of London, as wel as
having a number of private interests. Its policies are dedicated to maintaining
the City as one of the world’s leading international financial and business
centres and to providing high quality services for its resident and business
communities and for London as a whole. The City’s duties range from the
upkeep of open spaces outside the City such as Epping Forest and
Hampstead Heath, to the management of the Barbican Centre. As wel as the
usual local authority services such as housing, waste management,
education, social services, environmental health, and town planning, it also
has responsibility for the City of London Police and the Central Criminal Court
at the Old Bailey.
The City fully supports the ambitions of the Good Food for London initiative
and believes a professional catering organisation wil already be in a position
to demonstrate its commitment to introduction of nutritious, healthy menus
using fairly traded, sustainably sourced and/ or high animal welfare products.
LOT 3: Prestigious Sites Catering Service
Lot 3 consist of the following departments:
Central Criminal Court Also known as the Old Bailey, this is probably the
most famous criminal court in the world, and has been London's principal
criminal court for centuries. It hears cases remitted to it from al over England
and Wales as well as the Greater London area. Customers of the catering
services include members of the public on jury service, Sheriffs, Judges other
members of the legal profession, Police Officers, invited guests and Court
Staff.
Mansion House The Lord Mayor (LM) is the Head of the City of London
Corporation (CoL), which, in part, provides Local Authority Services for the
Square Mile. The Mansion House (MH) not only serves as the official
residence of the Lord Mayor and his/her family and is thus “their home” for the
year but also houses the private office and acts as a place of significant and
high profile hospitality on behalf of the CoL, the domestic and international
business City and Her Majesty’s Government. In addition to this, many other
Commercial, Charity and Livery occasions take place each year. The House
also contains many items of fine art, plate and statues worth many mil ions of
pounds aside from their historic value.
2.
Introduction to Specification
2.1
This Specification sets out the nature of the services to be provided under the
Catering Services contract. Where quality standards are set out, they are the
minimum acceptable level to be achieved on a consistent basis. The
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Specification of Requirement – Lot 3
specifications are not exhaustive and are to be taken as indicative of the
general standards which are to be achieved.
2.2
Where the services required are described, this is to give a broad indication of
the type and volume of services currently envisaged. It is expected that the
service provider wil co-operate with the City during the course of the contract
to provide such services as are required and to develop and improve the
services to meet changing needs.
3.
Background to our Responsible Procurement approach
3.1 The City of London Corporation is committed to Responsible Procurement of
goods, services and works and is implementing a three-year Responsible
Procurement (RP) Strategy 2016-2019.1 The RP objectives of most relevance
to this contract, along with where the related requirements are outlined in this
Specification are as fol ows:
Objective
within
the
City Corresponding Section in this
Corporation’s
Responsible Specification
Procurement Strategy
Ai) Safeguarding health and safety Section 4 and Section 5.1
Ai ) Mitigating air pol ution
Paragraph 10.1 and Section 10.5
Bi) Combatting social exclusion Paragraph 12.15
through targeted employment
Bi i) Embedding
equalities Section 12.16
considerations
C) Supporting
local
economic Section 5.2 and Paragraph 12.14
regeneration
Di) Promoting sustainable food, Section 5.2 and 17.1
farming and animal welfare
Di ) Buying green products and Section 5.2, Section 10.2, Section
services
10.3, Paragraphs 10.5.10 and 10.5.11
Div) Optimising
environmental Section 10
management practices
E) Maximising resource efficiency: Section 10.2, Section 10.3 and
Waste minimisation and the Section 10.4
circular economy
Fi) Ensuring energy efficiency
Section 10.4
Hi i) Striving for fair remuneration up Section 5.2 and 17.1
the supply chain
4.
Hygiene and Food Safety
1 https://www.cityoflondon.gov.uk/business/tenders-and-procurement/Documents/responsible-procurement-
strategy-2016-2019.pdf
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Specification of Requirement – Lot 3
4.1 Food must be presented and served at an appropriate temperature for safety
and eating quality. These temperatures must be set by the Service Provider for
its staff and monitored at appropriate times. Presentation and service must
enhance the attractiveness of dishes. Customers must be made aware of the
contents of dishes, particularly where ingredients might give rise to allergic
reactions (such as nuts).
The Service Provider shall:
Comply with al legislation and regulations (as amended) including the
Food Safety Act 1990, Food Premises (Registration) Regulations 1991,
Food Safety (General Food Hygiene) Regulations 1995 and Food Safety
(Temperature Control) Regulations 1995; plus Food Standards Agency
codes of conduct and guidance;
Use due diligence in the procurement, storage, preparation and usage of
al food materials;
Develop and implement appropriate operational policies, procedures and
practices to ensure food safety and hygiene standards are maintained at
al times that comply with a” Safe Catering” programme based on
Hazard Analysis and Critical Control Points (H.A.C.C.P). The Service
Provider shal provide assurance in the form of documentary evidence
that this has been done;
Require any supplier, manufacturer, wholesaler, distributor or other party
involved in the Service Provider’s supply chain for this Contract to
comply with all appropriate Food Safety and Label ing legislation, and
any other subsequent amendments or changes made during the term of
this contract.;
Details are available in the Food Law Guide on the Food Standards
Agency website;
Establish and maintain procedures for the safe operation of temperature-
control ed vehicles. Any vehicles deployed by the Service Provider must
be designed to allow them to be adequately cleaned and disinfected.
Such vehicles must be kept clean and in good order to prevent
contamination. Such vehicles used must be reserved for food only and
marked as such, when there is a risk of contamination. Such vehicles
must not be used to transport anything other than food where this may
result in contamination. Where necessary different products should be
separated effectively to protect against the risk of contamination.
Foodstuffs in conveyances or containers must be placed so as to
minimise the risk of contamination;
Maintain systems for ensuring food is handled, stored, prepared and
cooked appropriately and provide daily evidence of food temperature
control at the key points of delivery including time and temperature of
cooking, processing and storage. The Service Provider’s records shal
be available for inspection;
Ensure that al fridges and freezers are checked for correct operation a
minimum of twice a day during the working week and temperatures
recorded. Any problems with fridge or freezer temperatures shall be
reported immediately to the City;
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Specification of Requirement – Lot 3
Clearly label al foods containing nuts and other allergens and other
potentially harmful ingredients both on the menu and on any service
platters, counters or other places where food is served; and
Maintain an effective menu planning and food usage control system, to
minimise the amount of waste generated and al waste must be
recorded.
4.2
The premises are subject to inspections by the local authority Environmental
Health service. The City may also elect to carry out additional inspections.
Neither of these wil not normal y be announced in advance and wil form part
of the performance-measuring programme outlined in this document.
4.3 Any matters that arise relating to food safety (Food Hygiene or Food
standards) must be referred immediately to the Catering Manager and then to
the Contract Manager for the catering contract who wil be responsible for
resolving the problems in conjunction with the Service Provider.
4.4 The Supplier must comply with any directions given by the City in relation to
fire safety and emergency evacuation of the premise.
4.5 Comply with al food safety and hygiene legislation covered in the
Food Standards Agency’s “Food Law Guide”2
4.6 Provide clear information containing the al ergenic foods listed in Directive
2003/89/EC
5.
Food Standards: Safety, Quality, Transparency and Responsible
Sourcing
5.1 Safety, Quality Assurance and Transparency
5.1.1 The Service Provider shal use their purchasing power to negotiate prices (net
of discounts) that are lower than the City could obtain in their own right. Al
“off invoice” discounts are to be returned to the City. Raw material prices
quoted in the tender shopping basket wil be monitored throughout the
contract and increases ahead of the general level of food inflation wil not be
accepted.
5.1.2 The Service Provider shall:
Ensure all food provided meets current UK laws governing the sale and
consumption of food, as covered by the Food Law Guide on the Food
Standards Agency website;
Provide assurance that current food law legislation has been complied
with by, for example, supplying products that are certified as meeting
EN 45011 or equivalent;
Ensure all food served must be produced in a way that meets UK
legislative standards for food production, or equivalent standards.
2 https://www.food.gov.uk/business-industry
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Specification of Requirement – Lot 3
Service Providers or food suppliers shall ensure the traceability of
fresh, chilled and frozen produce in accordance with current UK
legislation or equivalent.
The service provider or supplier must have systems in place to enable
it to check and ensure authenticity of products.
In line with the industry principles on country of origin information,
suppliers shall indicate the origin of the meat, meat products and dairy
products either on the menu or accompanying literature3
5.1.3 The acceptable quality standard should reflect best practice and the
standards that are expected in comparable organisations.
5.1.4 The Service provider shall procure all necessary raw materials, which must be
of an appropriate quality to produce safe food that is in all ways acceptable to
customers. Fruit, veg or other products deemed unacceptable for sale due to
lack of aesthetic appeal, while still fresh, should be considered for use as
ingredients or should be donated, rather than being discarded.
Meat Products
5.1.5 The Service Provider shall:
Adhere to the Meat and Livestock Commission’s public sector
specifications for cuts of beef, lamb as given on their web site;
Ensure the percentage meat content of any processed food is clearly
labelled, that it meets or exceeds the minimum requirements laid down
in the new meat products regulations and complies with the definition of
meat in the Food Labelling Regulations (SI 1499/1996), as amended;
Ensure that beef-burgers and similar meat products (e.g. Grill-steaks,
patties) contain not less than 62 per cent meat content;
Ensure that sausages consist of minced meat and cereal filler with
other permitted ingredients in animal or synthetic casings. Animal
casings shall be of the same species as the meat used. The meat used
shall consist entirely of uncured, sound, wholesome meat and be free
from bone, tendon and substantially free from connective tissue, rind
and gristle. Offal cannot count towards the meat content and, if
present, must be specifically labelled (e.g. kidney), i.e. the generic term
offal cannot be used; and
Ensure that pork sausages have a minimum pork content of 42% of the
product
Ensure pork and beef sausages have minimum meat content of 30%.
5.1.6 Horticultural Produce
As a minimum all produce (fruit, nuts, vegetables, salad crops & mushrooms)
to be of Class 1 standard as defined by the EC published on the DEFRA web
page4. Where there are no EC Class standards, the principles of Class 1 will
apply to their specification.
3 Further information on origin principles from the Food and Drink Federation
4http://www rpa.gov.uk/rpa/index nsf/UIMenu/6332FD65A87EFA178025712A00439A33?Opendocument
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Specification of Requirement – Lot 3
5.1.7 Cheese & Cream
Cheese and cream must as a minimum comply with ‘The Cheese and Cream
Regulations 1995’5 for imported cheeses or were no standards are listed the
principles of Class 1 will apply to their specification.
5.1.9 Special and Religious Diets
Where products for ethical or religious diets are required, the Service
Provider is to agree with the City the standard of compliance. It is to
agree specific assurance processes for this compliance and is to
provide appropriate evidence.
Provide at least one breakfast, lunch and snack option (hot or cold) that
is gluten-free.
5.2 Responsible Sourcing
In accordance with the City’s Responsible Procurement Strategy, Service
Providers are required to deliver sustainable food and as part of food
sourcing, promote sustainable and high animal welfare farming methods,
whilst supporting local economic regeneration.
The Soil Association’s Food for Life Served Here (FFL)6 awards recognise
catering companies approach to: Sourcing environmentally friendly and
ethical food; making healthy eating easy; and championing local food
producers. This scheme provides a somewhat flexible, externally audited
framework, which is closely aligned with the City’s goals. As such, Service
Providers are required to attain the following:
- At least Bronze Level within 6 months of contract commencement
- At least Silver Level within 18 months of contract commencement
- At Gold Level within 36 months of contract commencement
The City will liaise directly with the Soil Association to cover the cost of audit
and site fees, so these should not be included in the management fees or
elsewhere in the Service Provider’s cost model.
The City at its discretion may accept a similar, independently audited scheme
which is deemed by the City to be of equivalent level of ambition to FFL. The
criteria are as follows; restrictions on GM ingredients, additives and artificial
trans fats, seasonal menus, food provenance transparency, dietary and
cultural considerations, sustainably sourced fish, higher animal welfare
standards incl. free range eggs (progressing to free range meat), sustainable
farming methods (progressing to a proportion of organic produce) fresh food
preparation training for staff, appropriate supply chain food safety standards
and support for local food producers.
The full list of specific criteria contained within FFL has not been detailed
within this Specification due to the fact that it is based on a flexible, points-
5 http://www.opsi.gov.uk/SI/si1995/Uksi 19953240 en 1 htm
6 https://www.soilassociation.org/media/9212/standardshandbook caferestevents.pdf
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Specification of Requirement – Lot 3
based approach. The following specific requirements therefore relate to
separate, Corporate stand-alone policies and commitments, which must be
adhered to as part of the delivery of this service in addition to criteria chosen
from the FFL scheme. Service providers must, as part of hot, cold (including
vending) food service provision:
-
Adhere to the UK Government Buying Standards for Food and Catering7
on al criteria including production, traceability, authenticity, origin,
animal welfare, seasonal produce, sustainably sourced fish, sustainable
palm oil/ derivatives and availability of tap water.
-
Serve sustainably sourced fish, as stipulated by the City Corporation’s
Sustainable Fish Cities Pledge8 Al fish, including fish ingredients, are
demonstrably sustainable with al wild fish caught meeting the FAO
Code of Conduct for Responsible Fisheries9. Service providers should
refer to up-to-date information on sustainable fish for caterers10. No ‘red
list’ or endangered fish shal be used under any circumstances11.
-
Source all eggs, including fresh in-shel , liquid & powdered eggs, from
free range hens, as per the Corporation’s related Policy. Al eggs should
have a brand to ensure that they are from free range hens.
-
The service provider should source sustainably produced soy products if
at al possible12
-
Source 50% Fair Trade products such as tea, coffee, sugar, fruit,
chocolate and rice (depending on relative risk of origin) as required by
the City Corporation’s Fair Trade Resolution. Such products wil be
clearly label ed and declared on menus and in publicity material. Other
label ing schemes developed to ensure the fair trade of such products,
deemed to be of equivalent robustness by the City Corporation may be
permitted by mutual agreement.
-
Al menus displayed in the restaurant must highlight meals that contain
special garnishes, organic ingredients, Fair Trade products etc. In
addition it must be clearly signposted that healthy eating alternatives are
being provided.
6.
Healthy and Nutritious Food
7 https://www.gov.uk/government/publications/sustainable-procurement-the-gbs-for-food-and-catering-services
8 https://www.sustainweb.org/sustainablefishcity/london/
9 Verified by a Marine Stewardship Council (MSC) certification or equivalent, or with a sustainability rating 1
or 2 (‘fish to eat’) on the MCS Fish finder.
10 Good fish guide – summarised simple advice from the Marine Conservation Society (free to download).
11 With a sustainability rating 4 or 5 (‘fish to eat very occasionally or avoid’) on the Marine Conservation
Society’s Fish finder.
12 In recognition of the significant damage that soy farming has caused in regions such as South America in
terms of land use change, release of CO2 from timber and soil, water and soil pollution, biodiversity loss, prolific
use of GMOs impacting localised organic farming and the displacement of communities, amongst other issues.
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Specification of Requirement – Lot 3
6.1 A selection of menu items, both hot and cold, wil be provided, at each site,
which promotes wholesome, healthy and nutritional food as wel as providing
customers with an opportunity to reduce salt, fat and sugar and increase fibre.
It shal be possible for al customers to be able to benefit from the 5 A DAY
programme which aims to help people to become healthier by encouraging
them to increase their consumption of fruit and vegetables. Portion sizes shal
be of a level so that customers can assess if they have achieved the
recommended daily intake.
6.2 Salt
The service provider shall ensure:
Vegetables are cooked without added salt
At least 25% of procured meat and meat products, breads, breakfast
cereals, soups and cooking sauces meet FSA salt targets and all stock
preparations are lower salt varieties
Where salt is added after cooking/ preparation, customers add their
own salt. Salt offered is in smal sachets (not applicable to Mansion
House).
6.3 Fruit and Vegetables
The service provider shall ensure:
A portion of fruit is cheaper than a portion of hot or cold dessert
At least 50% of the volume of desserts available are based on fruit
Fruit is always available, is visible, attractively presented and easy to
pick up.
6.4
Fat and Sugar
The service provider shall ensure:
Products procured are lower in saturated fat where available e.g.
cheese, milk, oils and spreads13.
At least 25% of breakfast cereals are higher fibre and lower sugar
varieties.
At least 50% of complete meals (i.e. ready prepared meals) and pre-
packed sandwiches are not classified as “high” (as defined by FSA
front of pack nutrient labelling criteria) for more than one of either salt,
total fat, saturated fat or added sugar.
Savoury snacks are only available in packet sizes of 35g or less.
Confectionery and packet sweet snacks are in the smallest standard
single serve portion size available within the market.
No more than two portions of food that has been deep-fried, batter-
coated or breadcrumb coated, each week
6.5 Starchy Foods
The service provider shall ensure:
13 In addition, at least 25% of hard yellow cheese has maximum total fat content of 25g/100g; at least 50% of
milk is lower fat; and at least 50% of oils and spreads are based on unsaturated fats (Bronze standards) or at
least 50% of hard yellow cheese has a maximum total fat content of 25g/100g; at least 75% of milk is reduced
fat; and at least 75% of oils and spreads are based on unsaturated fats (Silver standards).
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Specification of Requirement – Lot 3
If chips are served, there is always a healthier starchy alternative.
Where rice is served, boiled/ steamed rice is available as an alternative
to pilau/ fried rice
Wholegrain varieties of carbohydrates are available
Bread with no added fat or oil must be available every day
6.6 Healthier Drinks
The service provider shall ensure:
Reduced sugar (<5%) alternatives are offered alongside sugar
containing drinks.
Tap water is visible, freely available and easy to pick up
Healthier drinks are positioned at eye level
Combination drinks are limited to a portion size of 330ml. They may
contain added vitamins or minerals, and no more than 150mls fruit or
vegetable juice. Fruit or veg juice combination drinks must be at least
45% fruit or veg juice.
6.7 Promotion
The service provider shall ensure:
Healthier options are the first choices people see (not label ed as
healthy)
Healthier options are highlighted on the menu (online and at point of
sale) (not labelled as healthy)
Healthier options are highlighted in advertising (not labelled as healthy)
Healthier options are made appealing to customers, through description
and display
6.8 Portion size and pricing
The service provider shall ensure:
A healthier meal/ sides should not be more expensive than other
meals/ sides on offer that day
Higher fat/ salt dishes/ sides should not be sold as an unlimited portion
Smaller portions are available if requested (between 1/2 to 1/3 of a
standard-size portion)
6.9 Preparation
The service provider shall ensure:
A polyunsaturated or monounsaturated fat or oil is used when cooking
food
The cooking oil in deep fat fryers is heated to the optimum temperature,
normal y between 175 and 190c and the thermostat is accurately
calibrated
Excess fat is drained from the food before serving (“shake, bang,
hang”)
The oil is properly maintained (the fryer is skimmed throughout service;
oil is topped up after every session and regularly filtered)
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Specification of Requirement – Lot 3
7.
Meals, Menus and Dietary Requirements
The catering offer will be agreed in the light of the successful tender and the
quality must reflect the descriptions/il ustrations in the tender and
demonstrated on visits and/or by examples. It must be capable of being
operated successful y within the constraints of space, facilities and services.
The quality, freshness and presentation of food should be consistent
throughout the meal service.
Throughout the contract period, the Service Provider shal develop menus that
offer a variety of foods to avoid menu fatigue or boredom on the part of
customers and that respond to changes in fashion and taste. If there is a
repeated menu cycle, it must be sufficiently long to avoid menu fatigue or
boredom.
The standard of service that the service Provider is required to provide at
each site is detailed in Schedule 1 - Specification of Requirement: Site
Specification and Assignment Instruction.
The following specification represents the minimum standard of service that
the service Provider is required, where applicable, to provide:
Wide choice of traditional breakfast items – i.e. sausages, bacon, choice of
poached, scrambled, fried eggs, tomatoes, mushrooms, hash browns and
lighter options such as Porridge, Breakfast Cereals, hot savoury snack (as
appropriate), toast, and croissants;
A minimum of 2 hot main courses non-vegetarian option and 1 hot main
course vegetarian option, one of which should be a healthier, lower-fat option
(ideal y pulse-based);
Jacket potatoes with a choice of at least two fil ings, to be varied on a daily
basis;
Fish options should be varied in terms of variety and cooking medium;
A choice of at least 1 potato, option, one of which must be cooked in a
medium other than fat;
Selection of sandwiches and baguettes with a choice of brown, white and
wholemeal bread and at least 4 fil ings to be varied on a daily basis, at least
one of which should not contain butter or mayonnaise;
A full range of salads and where practical salad bar;
Selection of plain and fruit yoghurts;
Selection of cakes and pastries baked on the premises;
Selection of fresh fruit;
Selection of hot and cold beverages;
Fruit Juice; and
Selection of Crisps and confectionery.
Please note that the healthiest cooking methods should be employed in the
preparation of al meals on site
The Service Provider must produce weekly lunch menus. The Service
Provider shal ensure that the menu changes daily.
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Specification of Requirement – Lot 3
Al menu items shal , where possible, remain available during the entire
lunchtime periods specified for each location. Suitable substitute items may
be offered towards the end of lunchtime service in order to reduce food
wastage.
Al meals wil enable customers the opportunity to select well-balanced,
nutritious meal, this should be actively promoted on site.
Food wil , at al times, be presented to customers in an attractive and
appetising manner. Food counters wil be monitored constantly and fil ed,
cleaned and adjusted to achieve this, when necessary, by the Service
Provider.
Al menus displayed in the restaurant must highlight meals that contain
special garnishes, organic ingredients, Fair Trade products etc. In addition it
must be clearly signposted that healthy eating alternatives are being provided.
The Service Provider shal provide menus that reflect the needs of special
dietary customers, whether for cultural, religious reasons or al ergies in the
planning and promotion of menus and selection of dishes.
The Service Provider is responsible for preventing food cross-contamination
during storage, preparation and service eg use separate plates and utensils
for cooked and raw foods and separate fryers for meat, fish and vegetables.
Menu items suitable for special dietary customers must be clearly labelled eg
vegetarian, halal, kosher, lactose fee etc.
8.
Catering Service Requirement
The Service required at each site is detailed in Schedule 1 - Specification of
Requirement: Site Specification and Assignment Instruction.
The catering service provided shall include but not be limited to
Central Criminal Court (Old Bailey)
Shrieval Dining - The Service provider is required to provide a high quality
menu to the Sheriffs, Judges and their guests each day for between 25-30
diners approximately.
A fixed price two-course luncheon plus cheese and biscuits and fresh fruit
lunch menu is to be offered daily. The Service provider shal prepare and
cook traditional and contemporary dishes in the main kitchen before
transferring to the dining room servery on the GM floor prior to service. For
Judges not able to attend lunch a sandwich lunch tray is to be delivered to the
Judges Chamber if required in lieu of lunch prior to the service of the Lunch.
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Specification of Requirement – Lot 3
The fixed price of the menu is to ful y recover the cost of food only. Any
additional charges e.g. labour and management fee are to be shown
separately. Alcoholic and soft drinks are to be provided and charged at cost
separately and are not to be included in any costings apart from the service
element. This facility must be costed and invoiced separately to the other
areas of service
The Service provider wil be responsible for providing front of house services
in the dining room including but not limited to providing the service of pre-
lunch drinks in the City Lands Room to the City of London Sheriff on duty, HM
Judges and guests, (soft and alcoholic beverages to be provided by the
contractor and invoiced at cost price separately), laying up the dining room
prior to service, serving at table using silver service techniques including the
service of soft drinks and water Clearing and washing of all tableware,
glassware, and cutlery and associated equipment. The service of lunch wil
commence at 13.09 and end at 13.55 prompt.
From time to time there may be a requirement for formal evening functions.
The Service provider shal be required to discuss the arrangements with the
organiser and offer a suitable standard of menu. No functions are to be
agreed without the written consent of the Contract Manager at the Court.
These functions wil be delivered and paid for on an ‘as and when’ basis by
the organiser of the function. The Court reserve the right to charge the service
provider for building services used during this period (utilities, security
overtime, boiler operatives overtime)
For the Shrieval service the Service provider shall provide a daily three-
course lunch meal at a set price per cover. Food quality must be of a high
standard and is to be prepared in the main kitchen, with service to Judges and
Sheriffs by Service providers staff in the Lord Mayors and Sheriffs’ dining
room on the GM floor as a formal lunch in 45 minutes. The charge to be levied
to the Corporation each month is to include the number of covers served, any
labour cost, direct overheads and management fee applicable. The Service
provider wil also provide an ad hoc served beverage service in the Shrieval
areas as required and provide tea and biscuits for HM Judges between 16:30-
17:30.
The Service provider wil provide and launder white cloth table napkins to use
at lunch daily and white tablecloths used at service points. The quality to be
provided shall be agreed with the contract Manager. The cost of this provision
should be included in the fixed costs of the Shrieval Dining tender.
Barmess -The service provider is to operate a cafeteria-style service
throughout the morning and lunch period that is to offer a range of hot and
cold meals, snacks and beverages. The minimum standard for Barristers and
legal representatives is:-
The Service provider is required to provide for the normal range of dietary
requirements and for any specific local requirements.
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Specification of Requirement – Lot 3
Hot & cold beverages, confectionery and cakes/pastries shall be available
throughout service
Where a main meal is served, staff shall be available to serve customers
freshly produced food at peak times.
Lunch shal comprise as a minimum a choice of sandwiches, salads, soup
and snacks, and choice of hot dishes may also be provided.
Jurors Dining - The service provider is to operate a cafeteria-style service
throughout the morning and lunch period that is to offer a range of hot and
cold meals, snacks and beverages
Jurors are entitled to obtain food from the court catering facilities up to the
value of a daily subsistence allowance. This is currently £5.71 and is
adjusted periodical y by Her Majesty’s Court Service Each Juror has their own
swipe card, which wil be loaded with daily al owance that wil entitle them to
receive food from the restaurant. The al owance wil not carry-over to the
following day if unspent or part unspent.
For the value of the al owance, the appointed service provider is required to
provide jurors with sufficient food and drink to sustain them through the day,
i.e. 3 hot or cold drinks and a snack or sandwich plus one item of fruit or
confectionery although it should be noted that due to the length of some court
cases sufficient variety of offer must be available to sustain customers
interest. If a juror requires further food and beverages then they wil be
required to pay in cash. Subject to agreement, the Service provider may
impose a limit on the number and/or value of certain items, which may be
provided within the al owance, for example confectionery.
In conjunction with court staff, the Service provider is required to ensure that
jurors are aware of the feeding arrangements on their first day of service. This
is normal y done by the Catering Manager presenting a short speech, and
providing handouts or flyers as appropriate.
The Service provider shal raise an invoice weekly to the Court for the tariff
value of actual food provided to jurors in that week. The backup information
included with the invoice shall include the amount claimed for each juror. The
Service provider shall maintain sufficient records to ensure there is a full audit
trail.
The Corporation would like the Service provider to consider the use of a token
system to al ow jurors to obtain a beverage outside of normal opening times.
It would operate on the basis that the juror would pay for their beverage in
advance through their daily entitlement with a token handed over for use when
the catering service was closed.
The Service provider wil be required to work with the Court to monitor the
number of jurors attending each day (known as a sitting day) to ensure that at
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Specification of Requirement – Lot 3
the end of the month both the Court and Service provider concur on the
number of jurors that have used the facilities.
The minimum standard for jury dining is:-
The Service provider is required to provide for the normal range of dietary
requirements and for any specific local requirements.
Hot & cold beverages, confectionery and cakes/pastries shal be available
throughout service.
Where a main meal is served, staff shall be available to serve customers
freshly produced food at peak times.
Lunch shal comprise as a minimum a choice of sandwiches, salads, soup and
snacks, and choice of hot dishes may also be provided.
Where jurors are considering a verdict over the lunch period, they are not
al owed to leave the jury room, therefore in such cases jurors wil order from a
pre-prepared selection of sandwiches, fruit, confectionery and drinks. The
order wil be given to the Service provider by Court staff, and the Service
provider shal deliver to the door of the jury room. Although court staff wil
make every effort to deliver orders by 12:30, this is not always possible. The
Service provider shall deliver orders to the jury room between 12.30 and
13.00.
Second Floor Facility - with the Second Floor facility the Service provider is
to propose the most appropriate service to minimise cost but optimise
revenue.
The current facility is to be reviewed by the Service provider with a proposal to
modify the service to ensure a more cost effective solution.
Current users are court staff, witnesses, press, police, administration
personnel and other Court users not catered for elsewhere.
Vending Services - Confectionary, snacks, hot and cold drinks where
applicable, to be kept stocked and priced consistently with counter prices. A
range of organic and farm assured and fairly traded products shal be included
within the stocking policy for vending. Al fresh foods shal not remain in the
machines for longer than 24 hours.
The minimum standard for this service is:
Hot & cold beverages, snacks and confectionery to be available.
A member of staff to be available during a core period of 11.30-14.00.
Mansion House
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Specification of Requirement – Lot 3
Private Domestic – A “food only” provision for smal er events (general y up to
18 covers) being held within the Lord Mayor’s Private Apartments.
Mayoral Occasions – A “food only” provision for Corporation events
organised by the Mansion House where a preferential tariff is set to reflect this
business.
Corporation, Charity and Livery Functions – Accounting for approximately
50% of al events where a preferential tariff is set to reflect the essential role
of these organisations in supporting the business of the City of London. For
Corporation, Charity and Livery functions, the City of London Corporation is
seeking a concession from the Caterer, which wil be used to meet the cost of
providing the utilities required to operate and maintain the catering areas and
invest in the upkeep of the catering assets. This concession wil not exceed
5% of annual sales (excluding VAT).
Commercial Catering – Outside organisations staging events within the
Mansion House are charged a commercial rate which should reflect its status
as an iconic location and compete favourably within the venue market. For
commercial catering events, the City of London Corporation is seeking a
concession from the Caterer, which wil be used to meet the cost of providing
the utilities required to operate and maintain the catering areas and invest in
the upkeep of the catering assets. This concession is not expected to be less
that 10% of annual sales (excluding VAT).
Beverages - Tea, coffee, fruit juices, bottled water and biscuits for
conferences, meetings or special occasions when required (This service is
only to be provided when payment is being invoiced) As part of PSFP initiative
it is the policy of Government to promote fairly traded products particularly
refreshments (tea and coffee). The Service Provider shall demonstrate their
ability and wil ingness to make such products readily available.
Buffet lunches - for conferences, meetings and special occasions (this
service is only to be provided when payment is invoiced).
Special Events - The service provider may also be required to cater on site
for between 10 – 100 people for annual events such as the Lord Mayor’s
show and Old Bailey Carol Service reception. The provision at such events is
likely to include delivery of this service shall be by local negotiation with the
Contract manager.
Hospitality Ethic - Hospitality services wil be served in accordance with the
requirements of the customer according to professional standards. Hot
beverages wil typically be served in insulated flasks of an appropriate size;
food wil be self-service from platters. For buffets and meals, appropriate
menus or signage wil be displayed to inform customers of the content.
Vegetarian products and items for special dietary requirements (e.g. religious,
health, cultural) wil be segregated and signed clearly. Plates, cups and
cutlery shal take account of the need to promote sustainability. Service must
be prompt, friendly and efficient, recognising the needs and circumstances of
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Specification of Requirement – Lot 3
the customer. No customer should take more than 5 minutes from entering the
restaurant to completing their til transaction.
Conferences, Meetings and function suites must be served, no later than 5
minutes of the time agreed with the customer. Al rooms must be cleared
promptly fol owing meetings – no more than 10 minutes after the notified time.
It is essential that the Service Provider is flexible and responsive to the
service needs of the City, customers, visitors and guests. Changes may be
required at relatively short notice.
9.
Tariffs
9.1
General Tariffs shal represent good value for money and must be competitive
against local commercial operations. Al prices shal be displayed fully
inclusive of VAT. Tariffs shal be fixed in agreement with the Corporation for a
minimum period of one year and thereafter reviewed annual y, unless market
forces dictate.
9.2
Jurors. The Service provider shall set a realistic commercial tariff for food and
beverages that ensure that prices are competitive with local shops/retail
outlets. It is imperative that the Service provider considers that Juror
satisfaction wil be an important factor of the overal service delivery.
9.3
Barmess. The Service provider shal set a commercial tariff to recover al
costs attributable to this service to include labour, food and overheads.
9.4
Second Floor Facility the Service provider shal set a realistic commercial tariff
for food and Beverages that ensure that prices are competitive with local
shops/retail outlets. It is imperative that the Service provider considers that
customer satisfaction wil be an important factor of the overal service delivery.
9.5
Pricing the service provider will be expected to work towards reducing the cost
of providing Catering services to the Jurors, Barr Mess and Second Floor
Facility to a reduced cost contract. Tenderers should include plans to achieve
this aspiration.
9.6
The service provider shal operate the Jurors, Barmess and Second Floor
Facility on the basis of a Fixed Sum, to include Labour Costs and Direct
Overhead Expenses. The Fixed Sum shal be paid in arrears at the end of
each Period each payment being 1/12th of the annual figure.
9.7
Labour costs contained within the Fixed Sum are to include core labour costs
for the Jurors, Barmess and Second Floor Facility.
9.8
For the Shrieval service the Service provider shal charge the Corporation
each Period as fol ows:
for actual number of meals produced during the Period
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Specification of Requirement – Lot 3
Weekly shopping list of supplies required on Shrieval floor
one twelfth of the agreed management fee
the element of labour required to produce the service
10
Environmental Management Systems (EMS)
10.1 Within three months, the Service Provider shal implement an EMS that
specifical y applies to the catering unit. This EMS must include descriptions on
how;
the waste hierarchy will be applied to packaging, consumables and food
sustainable materials wil be sourced
energy (relating to CO2 and other GHG emissions) and water wil be used
as efficiently as possible
how air pollution (relating to PM and NOx emissions) wil be minimised.
The EMS need not be externally audited, but the Service Provider shal
provide performance indicators and continuous improvement targets, which
wil be assessed as part of the supplier evaluation process and throughout the
lifetime of the contract. The remainder of Section 9 describes the minimum
requirements that must be included within the EMS.
10.2. Waste Minimisation, Recycling and Disposal
10.2.1 Waste Management - General
The Service Provider shall:
manage and dispose of waste products, materials and substances
arising from the supply of the goods or service in compliance with the
duty of care under section 34 of the Environment Protection Act 1990
and other relevant regulations
col ect al waste streams remove to the designated areas on site,
where it is to be put into appropriate containers for re-cycling and
composting with the residue safely stored for disposal as refuse.
provide the City with copies of Waste Transfer Notes for al waste
streams as evidence as part of periodic contract management meeting
with the City.
The Service Provider shal meet best industry practices by actively
demonstrating that is applying the waste hierarchy principles to all
waste management operations chosen, including:
providing clearly label ed, visible segregated bins, available to staff and
customers to place their waste in (cans, bottles, cardboard and
plastics) within the catering and dining areas.
actively promoting programmes that encourage the reduction in the
amount of waste that is generated.
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Specification of Requirement – Lot 3
10.2.2 Packaging
The Service Provider shall:
Aim to produce and use as little packaging as possible and actively
demonstrate the reuse and or refil ing of containers, crates, pallets,
boxes, cartons, cushioning and forms of packaging.
Retain ownership of and take back al packaging materials unless
otherwise agreed in writing by the parties; and
Col ect any packaging left at the City’s premises within the period
agreed in writing between the parties. Where no period is specified the
Service Provider wil return to the City’s premises within seven working
days of the issue of notification in writing by the City that packaging is
to be col ected by the Service Provider. The City will dispose of
packaging materials not collected by the Service Provider within the
agreed period and the Service Provider wil be charged for al the
associated costs of this disposal.
10.2.3 Unless otherwise agreed in writing between the parties:
Use biodegradable or recycled materials in the manufacture of crates,
pallets, boxes, cartons, cushioning and forms of packaging, where
these fulfil other packaging specifications;
If requested in writing to do so, produce evidence to satisfy the City that
recycled materials have been used;
Use packaging that is capable of recovery for further use or recycling;
and
Review packaging specifications periodical y to ensure that no
unnecessary limitations on the use of recycled materials exist.
Maximise the use of returnable forms of packaging for deliveries
Minimise the use of non-returnable packaging and reduce the
environmental impact (e.g. re-cycling) of packaging that is disposed of
e.g. serving milk, condiments and sauces in re-usable containers,
rather than disposable/individual sachets, where this does not
compromise food safety
10.2.4 Food waste
The Service Provider shal take steps to minimise food waste in their on-site
operations by:
Creating a food waste minimisation plan as part of the EMS, describing
what actions they wil undertake in order to promote food waste
avoidance, including food redistribution14
Review and revise the actions they are taking with suitable regularity so
as to continue to reduce food waste wherever possible; and
Feed back to clients on progress and results with suitable regularity.
10.2.5 Consumables
14 Example of partner organisations include; City Harvest: http://www.cityharvest.org.uk/, OLIO:
https://olioex.com/, Too Good to Go: http://toogoodtogo.co.uk/ Plan Zheros https://planzheroes.org/#!/
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Specification of Requirement – Lot 3
The Service Provider shall reduce the amount of waste by:
Minimising the use of disposable cutlery, plates and cups;
Serving milk, condiments and sauces in re-usable containers where it
does not compromise food safety;
Incentivising the use of reusable cups/ mugs and thereafter using only
recyclable disposable cups
Where viable, using glass bottles/ jugs, or other reusable containers to
provide drinking water as part of hospitality services.
10.3 Sustainable Materials
All tissue paper purchased by the Service Provider e.g. kitchen and toilet
tissue, napkins and hand towels, must be recycled and unbleached
Takeaway containers and cutlery must be biodegradable.
10.4 Energy and Water
The Service Provider shall be responsible for managing the use of
energy and water provided by The City (on the basis of a meter-supply
or other arrangement). The Service Provider is required to use them
economically and to institute and maintain procedures to
monitor/control and minimise the usage of energy and water.
Catering is a relatively labour intensive activity, as such, much of the
potential energy savings relate to working practices. It is therefore the
Service Provider’s responsibility to minimise usage by utilising energy
and water saving devices and/or methods.
Service Providers should include an Energy Saving plan within their
EMS i.e. detailing responsibilities and stating what actions will be
taken. This should include guidance and training for catering staff on
actions they can take to minimise energy consumption. Guidance is
available from the Carbon Trust.15
Monitoring of consumption shall be reported to The City where metered
arrangements exist.
10.5 Deliveries to Site
Air Quality
10.5.1 As it has now been classified as an Air quality Management Area, within the
Square Mile engines must be switched off when vehicles are stationery on a
delivery for longer than one minute.
10.5.2 As part of the City Corporation’s Air Quality Strategy16, all relevant contractors
to the City Corporation are now being asked to put additional measures in
place to help reduce air pollution in the Square Mile, as part of the delivery of
15 https://www.carbontrust.com/media/138492/j7895 ctv066 food prep and catering 03.pdf
16 https://www.cityoflondon.gov.uk/business/environmental-health/environmental-protection/air-
quality/Documents/city-of-london-air-quality-strategy-2015.pdf
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Specification of Requirement – Lot 3
contracts. This has become an unavoidable requirement due to the fact that
the quality of the City’s air is now considered to be harmful to health.
10.5.3 The City Corporation is taking a flexible approach by providing a menu of
options that Service Providers may select from, to be initiated within the first
six months of contract commencement. Bidders are asked to state which
option they choose to put in place as part of the EMS and this wil be
monitored over the lifetime of the contract. An outline commitment within the
EMS wil suffice, as details can be elaborated in col aboration with the City
upon contract award, however one of the fol owing options must be chosen:
Set ambitious targets for the reduction of NOx and PM10 emissions
from vehicles used to deliver our catering service over the life of the
contract.
Develop a logistics approach that avoids deliveries during peak
congestion and pedestrian footfall times, that reduces the air quality
impact of the contract on days of ‘very high’ air pol ution and aims to
minimise the number or relative impact of vehicle trips overal .
Regular green driver training for the majority of staff or sub-
contractor’s staff (where relevant) used on the City’s contract, with
regular feedback to drivers and a commitment to continuously improve
performance over the life of the contract
Retrofit and trial a new technology on delivery vehicles that supports
AQ improvement e.g. gear shift indictors, stop-start ignition, software
for green driver etc., fol owed by a feasibility study for further rol out if
the trial proves successful
Trial a zero emission vehicle, or at least a zero emission capable
vehicle with the support of the City of London Corporation, fol owed by
a feasibility study for further rol out if the trial proves successful.
Noise
10.5.4In line with the City’s Noise Policy17, deliveries and collections close to
residential accommodation which are likely to cause disturbance, loss of
amenity or a nuisance are discouraged between 23:00–07:00 weekdays and
Saturdays, with no deliveries permitted on Sundays and Bank Holidays. In
exceptional instances where there are no alternatives to servicing taking place
outside these times, Service Providers required to use quiet delivery methods
to minimise disturbance or nuisance.
Clearing and Cleaning
10.5.5 Customers in the restaurant are encouraged to clear dirty plates/trays to
trol eys. However, the Service Provider shal be responsible for cleaning of
tables. The Service Provider shal ensure the dining area is kept clean and
tidy throughout the period of service. In the event that debris is left on a table
or anywhere else, it should be cleared within 5 minutes of the table being
vacated.
17 https://www.cityoflondon.gov.uk/business/environmental-health/environmental-protection/Documents/city-
of-london-noise-strategy-2012-2016.pdf
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Specification of Requirement – Lot 3
10.5.6 Ensure that, prior to use, surfaces used for hospitality are clear and clean and
that after use these surfaces are left free from marks and spil age. If it is not
possible to clean surfaces because a meeting is in progress the Service
Provider should return at the earliest opportunity to clear crockery, cutlery,
spil ages and food residue.
10.5.7 Cutlery and crockery are to be washed thoroughly, fol owing the
manufacturer’s instructions for the dishwashing machine and those of
chemical supplier. Al cutlery and crockery are to be stored in an appropriate
manner and must be clean, dry, and free of smears and stains when
presented to customers at each meal.
10.5.8 The Service Provider shall be responsible for maintaining designated areas
within the facility in a clean and tidy state, to standards that are to the
satisfaction of the City. These standards must be maintained throughout the
service period.
10.5.9 Cleaning materials must be stored and used with due regard to the Control of
Substances Hazardous to Health (COSHH) Regulations. They should be
bought in concentrated form for dilution on site where this is the safest and
most environmental y preferable option.
10.5.10Due regard must be paid to the environmental impact of the used chemicals.
In line with the City’s own Corporate Cleaning contract, cleaning products
used must adhere to the Government Buying Standards for Cleaning Products
and Services18. Once the chemicals proposed in their tender by the Service
Provider have been approved, they must not be changed without the prior
approval of the City, such approval not being unreasonably withheld.
Hazardous Substances
10.5.11Replace hazardous substances with more benign substances and where
they are necessary ensure that they are label ed, stored, used and disposed
of in accordance with legislation and best practice. For those cleaning
products that fal outside the scope of the UK Government Buying Standards,
the Service Provider shall wherever possible use biodegradable ingredients
(water or plant based products) in preference to chemical cleaners and
bleach. If bleaches must be used they must not be chlorine based. In no
case should NPE (nonylphenol ethoxylate) be used, alcohol ethoxylates are a
suitable alternative.
10.5.12The Service Provider shall take action to effectively control vermin or pests in
the catering areas in accordance with the Food Standards Agency codes of
conduct and guidance. The Service provider shal report to the City any
evidence of infestation as soon as practical y possible. The City shall be
responsible for managing the Pest control contract. The Service Provider shal
be responsible for taking any remedial action recommended by the City’s Pest
control contractors to mitigate recurring incidences of pests.
18 https://www.gov.uk/government/publications/sustainable-procurement-the-gbs-for-cleaning-products-and-
services
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Specification of Requirement – Lot 3
11
Equipment
11.1 It is the responsibility of the Service Provider to maintenance the equipment it
uses to deliver the catering services. The Service Provider and the City of
London responsibilities in relation to equipment repairs, maintenance and
service standards are detailed in Schedule 1 - Specification of Requirement:
Catering Equipment Repairs and Maintenance.
The site plans with equipment layout (where appropriate) is detailed in
Schedule 1 - Specification of Requirement: Site Specification and Assignment
Instruction.
A telephone line wil be provided free, but cal s will be metered and charged to
the Service Provider. The City has a policy to monitor internal & external
telephone cal s.
12
Staffing, Management and Training
12.1 The Service Provider shal provide sufficient trained management and staff of
appropriate ability, skil s and experience to provide a professional and efficient
service to the specified standards. The Service Provider shal also ensure
that there is an adequate complement in reserve of trained, competent and
security cleared staff, available to cover for holidays, sickness or any other
absence.
12.2 The minimum standards of training are:
Al staff are trained in basic food safety prior to commencing work and
they hold or pass the Chartered Institute of Environmental (CIEH)
Introductory Food Safety Certificate, or equivalent, within six weeks of
commencing work;
Supervisory staff and cooks should hold the minimum of a Foundation
Level Food Safety qualification – e.g. CIEH Level 2 Foundation
Certificate;
Managers should hold the minimum of an Intermediate level Food
Safety qualification - e.g. CIEH Level 3 Intermediate Food Safety
Certificate and suitable health & safety qualification – e.g. a NEBOSH
National General Certificate in Occupational Health and Safety or
equivalent;
Al staff (including temporary/agency staff) must be ful y inducted and
trained in al areas of work in which they are involved in compliance
with Health & Safety at Work Act and the Control of Substances
Hazardous to Health (COSHH) Regulations; including but not limited to:
use of al machines relevant to their work areas; handling and usage of
cleaning materials; personal hygiene and presentation; and lifting and
handling.
12.3 The Service Provider shal guarantee the minimum skil levels for key
members of staff, including temporary staff, as fol ows:
Chef Manager
o City & Guilds Qualification 706/1 & 706/2 or equivalent;
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Specification of Requirement – Lot 3
o NEBOSH National General Certificate in Occupational Health
and Safety or equivalent;
o Minimum of two (2) years management experience in managing
a similar catering facility;
o Good Customer Care Skil s.
Catering Assistants
o Minimum of 6 months experience in a similar catering facility, or
suitable training must be provided at the Service Providers
expense.
12.4 The Service Provider shal provide certified documentary evidence of such
training to the City on request. An annual training programme shal be
prepared on the basis of individual assessments of competence and needs.
Progress on the training is to be recorded and reported. Specific
arrangements are to be made to ensure that new, temporary/casual and
agency staff are appropriately trained and briefed for the tasks to be assigned
to them.
12.5 The City shall approve, in advance, the appointment of the General
Catering/Chef Manager from candidates proposed by the Service Provider,
such approval not being unreasonably withheld.
12.6 The Manager or nominated Deputy shal be available at al times during the
opening hours of the Services.
12.7 The Service Provider is encouraged to gain accreditation to the Investors in
People or equivalent standard.
11.8 The Service Provider shal maintain proper standards of food safety, personal
hygiene and personnel apparel, in accordance with the Industry Guide to
Good Hygiene Practice at al times. Al staff must be smart, wearing a clean
uniform of a design to be agreed by the City. All staff must be appropriately
dressed for their functions with protective clothing (including low heeled, non-
slip sole shoes) when cooking, cleaning and carrying out other tasks.
12.9 The Service Provider shal not retain at the premises any person who in the
reasonable opinion of the City fails to conduct himself or herself in accordance
with the standards of behaviour required by the City for its own employees.
The Service Provider shall implement its own disciplinary procedures to
resolve any issues of conduct that are brought to its attention by the City.
12.10 The Service Provider shal ensure that the General Catering/Chef Manager is
fully aware of the obligations under this Agreement in relation to the operation
of the Services and that the Manager complies fully with such obligations.
12.11 The Service Provider shal co-operate with the City to provide a safe and
appropriate working environment for Catering staff.
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Specification of Requirement – Lot 3
12.12 The Service Provider’s staff will not be permitted to smoke whilst on duty, and
there shall be no smoking in any of the City’s buildings, excepting in
designated smoking areas.
12.13 The Service Provider shall ensure appropriate cover for catering staff during
any absence e.g. due to sick leave, annual leave, maternity leave and
training.
12.14 Local economic regeneration
The service provider shall provide opportunities for Small and Medium-sized
enterprises, local businesses and/or social enterprises in the supply chain,
along with policies to ensure prompt payment.
12.15 Combatting social exclusion through targeted employment
The service provider shall support recruitment from the City and the 10% most
deprived London Boroughs according to the English Indices of deprivation19
and consider opportunities for apprenticeships or targeted recruitment from
these boroughs.
12.16 Equality and Diversity
The service provider or food supplier shall have a written equality and
diversity policy to help ensure it and its sub-contractors are compliant with
employment law provisions in the UK Equality Act (2010).
In addition, to ensure the procuring authority meets its public sector equality
duty, the contractor or food supplier shall have a policy in place as to carrying
out its business, such as in terms of awarding sub-contracts or procuring
goods, in a way that is fair, open and transparent
13
Security
13.1 The City shall provide 24-hour security for the restaurant and catering areas
as an integral part of the site security and maintenance arrangements.
13.2 The Service Provider shall comply with all security requirements placed upon
them by the City, including the vetting of all staff members. This process
requires the Service Provider to submit a completed security questionnaire
complete with two forms of ID including a valid passport, current utility bill or
photographic driving licence. The form also requires each applicant to
evidence five years of checkable history. Form to be submitted to the building
managers at least 14 working days prior to when the staff are expected on
site.
13.3 The Service Provider shall ensure that all security arrangements for each
catering facility are understood and adhered to by all catering staff. All staff
19 http://dclgapps.communities.gov.uk/imd/idmap html
26
Specification of Requirement – Lot 3
wil be issued with photographic security passes and must wear them at al
times. Security passes are to be surrendered on termination of employment or
at the end of the contract. The Service Provider’s staff shall be responsible for
notifying the City in the event of a security pass being lost or mislaid.
14
Administration
The Service Provider shall:
14.1 take ful responsibility for stock control, ordering of and payment for day-to-
day consumable items and provisions;
14.2 ensure that all sales are rung through the til (s) provided. Records are
required of the daily transaction count in all service points with til (s) with a
separate count for each period. Where there are no til s, daily sales sheets or
similar records should be used to provide a daily transaction count;
14.3 be responsible for invoicing the City, monthly in arrears for one thirteenth of
the annual contract. To be supported by a monthly trading statement showing
details of income and expenditure. The claims shal be forwarded to the
designated City employee for scrutiny and approval, who shal , when the
claims are found to be correct, certify the amount due for payment to the
Service Provider.
14.4 Maintain full and proper accounts to submit for Audit purposes and for
examination by the City’s Finance/Procurement Department.
14.5 Maintain full and proper books of account and these supporting documents
wil be available for information by authorised City’s personnel or other
nominees at any time. Supporting documents must include:
daily menu book recording quantities or portions of each dish and item
prepared and sold
record of purchases and discounts received
a staff register and attendance record
14.6 The Service Provider shal provide al necessary IT hardware and software to
support the running of the facility.
15
Customer Feedback
15.1 The Service Provider shal encourage customer feedback (including
displaying prominently suitable comment cards/book, setting up an intranet
site) and shal deal promptly, reasonably, efficiently and courteously with
customer comments and criticisms arising from the provider’s operation of the
Services. A record is to be kept of all comments and the resulting actions.
The Service Provider shall notify the City of any serious customer complaints
as soon as it is reasonably practicable.
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Specification of Requirement – Lot 3
15.2 The Service Provider shal conduct or cooperate with the City on any surveys
of actual and potential customers, which may be agreed as part of the
monitoring of performance.
16
Auditing and Performance Monitoring
16.1 The Service Provider shal monitor its own performance based on the
methodology and key performance indicators (KPIs) agreed during the
contracting process.
16.2 The City shall monitor the Service Provider’s performance on the agreed
KPI’s & Performance management meetings basis. The Service Provider
shall maintain appropriate records and provide the City with such information
and data, on a monthly basis, to monitor operating/financial and quality in
terms of nutrition and sustainability. In the event of an unsatisfactory level of
quality being sustained, the Service Provider shal be notified of the defaults
and the time by which they must be rectified. If performance remains
unsatisfactory, the contract may be terminated as set out in the Conditions of
Contract.
16.3 The Service Provider shal permit the City or its representative’s at al
reasonable times to enter the Catering Areas for the purpose of inspection.
16.4 The City reserves the right to audit the Service Provider’s accounts that are
relevant to this contract and the premises and systems of the Service
Provider.
17
Marketing and Merchandising
17.1 The Service Provider shall endeavour to maximise customer satisfaction,
including preparing a monthly marketing programme, to the approval of the
City, which includes promotion of healthy eating and responsible procurement
initiatives. The marketing programme must, as a minimum, include al national
promotion activities, such as Fairtrade fortnight. This must be discussed in
advance and agreed by the City.
17.1 The Service Provider shal be expected to continuously improve the service
and the value of the contract by working with the City to suggest and
implement innovate products and solutions in the delivery of the service. The
Service Provider wil be expected to assist the City of London in developing
and implementing strategies to contain any increasing costs (e.g. food,
London Living Wage) for the duration of the contract.
18
Innovation in Service Delivery
18.1 The Service Provider shall be expected to continuously improve the service
and the value of the contract by working with the City to suggest and
implement innovate products and solutions in the delivery of the service. The
Service Provider wil be expected to assist the City of London in developing
and implementing strategies to contain any increasing costs (e.g. food,
London Living Wage) for the duration of the contract.
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Specification of Requirement – Lot 3
19
Contract Management
The City shal actively manage the contract by:
19.1 Appointing a Contract Manager who shal be responsible for all aspects of the
catering service contract and wil be the point of communication between the
City and the Service Provider. The Service Provider shal be informed in
writing of any change in responsibilities.
19.2 The Service Provider shal be required to appoint and inform the City of the
named person who shal be their contract manager, and key point of
communication. This experienced individual is expected to have the authority
to speak on the Service Provider’s behalf. The City must be informed in
writing of any changes to the individual’s roles and responsibilities.
19.3 Formal minuted monthly Contract meetings shal take place between the City
and Service Providers contract manager to discuss the service performance.
Meeting format and dates to be agreed between the City and Service
provider. The Service Provider is to provide monthly performance reports and
analysis including data on the agreed key performance indicators prior to the
contract meetings.
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Specification of Requirement – Lot 3