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Defence Estate Quality Management System (DEQMS) Davis Langdon Certification Services




Estate Upkeep

Maintenance of Defence facilities is delivered through the Estate Upkeep service by the Estate Maintenance and Operation Support (EMOS) contractor.  There are three contractors delivering this service across the Defence Estate:

  • Spotless Facility Services: Southern New South Wales, Queensland.
  • BGIS: Northern New South Wales
  • Broadspectrum: Western Australia, South Australia, Victoria, Tasmania and Northern Territory.

Triaging Estate Upkeep Service Requests

Estate Upkeep Maintenance Strategies

There are three maintenance strategies contracted under Estate Upkeep: each is allocated according to the nature of the item to be maintained.  The three maintenance strategies are:

Responsive Maintenance is primarily maintenance in response to a condition such as a failure or breakage.  This is the default strategy for buildings and building fit out and has limited application for plant and equipment.
Work is usually undertaken in response to customer requests lodged through the EMOS managed Base Services Support Centre (BSSC).  However, Responsive Maintenance also includes two additional provisions:

  • Preventative Maintenance: Work undertaken by the contractor to reduce the impact or prevent the likelihood of a future failure, for example clearing and repairing storm water drains to reduce the potential for flooding in a storm event.
  • Minor Workplace Adjustments: Customer initiated requests to improve the functionality of the work area. Minor Workplace Adjustments are not intended for work area beautification such as painting walls and replacing fixtures that are functional.

Responsive Maintenance is a fixed fee service.  Contractor costs for Minor Workplace Adjustments are capped at $5,000.  Responsive Maintenance work, other than Minor Workplace Adjustments up to $10,000 is included in the fixed fee.  The contractor is entitled under the contract to seek reimbursement for Responsive Maintenance works over $10,000.

Scheduled Maintenanceis the maintenance strategy applied to estate elements, usually equipment or systems, where maintenance must be undertaken in accordance with manufacturer’s recommendations, legislation or Defence specific requirements.  The contractor has limited discretion on how or when the maintenance is conducted and is required to deliver the maintenance as specified.
Work is primarily undertaken as per the contractor’s Estate Upkeep Maintenance Schedule and not as a result of customer initiated requests.

Scheduled Maintenance is a fixed fee service with the provision for contractors to seek reimbursement for failures where the failure is not as a result of the contractor’s actions.

Performance Based Maintenanceis applied to estate elements, usually equipment or systems, where the requirement is for the element to achieve a performance outcome, such as maintaining a temperature or pressure within a defined range.
While compliance driven maintenance may still be defined in legislation and/or Defence policy, unlike Scheduled Maintenance the contractor has much more discretion in how they plan and conduct maintenance on the element to achieve the required performance outcome.
Work is primarily undertaken as per the contractor’s Estate Upkeep Maintenance Schedule and not as a result of customer initiated requests. Performance Based Maintenance is a fixed fee.

Prioritisation of Work Requests;

Works Requests lodged through the Base Services Support Centre are categorised and prioritised as follows: 

Priority Category

Note: hours are consecutive and days are calendar days, not business hours or days.

Make Safe or Secure

Complete Work


30 minutes

Resolve within 24 hours or Alternative proposal within 24 hours


2 hours

Resolve within 24 hours or Alternative proposal within 24 hours


24 hours

Resolve within 2 days or Alternative proposal within 2 days


Not applicable

Resolve within 28 days or Alternative proposal within 28 days


Not applicable

As specified by E&IG

The priority of a request is assigned by the Base Services Support Centre (BSSC) based on advice from the originator of the work request.

Cost to Customers for Estate Upkeep Services

It is not intended that in the normal course of business customers need to directly fund any of the aforementioned maintenance services. However, there are two exceptions to this principle:

  • Cost recovery from a member as a result of disciplinary actions related to wilful damage. For example, deliberate damage to Living In Accommodation.
  • Test and tagging of electrical items is provided for in the EMOS contract as a fee for service. Units will be required to pay for this service based on a standard schedule of rates which will be provided to them when logging the job.

Options Where Fee Thresholds are Exceeded

Where a reimbursable threshold, such as the $10,000 limit for Responsive Maintenance is exceeded the EMOS contractor will provide a proposal outlining the impact of the problem, the potential cost of the rectification and any alternative options. SDD will review these claims and make a judgment on how to proceed based on overall cost, value for money and impact to capability. Where the preferred solution will or has potential to impact capability SDD will engage with stakeholders at the appropriate level to achieve the best solution.

Minor Workplace Adjustments have a $5,000 cost cap and the contractor cannot seek reimbursement if the work exceeds that cap. Where the cap is exceeded the EMOS will discuss alternative options for delivering the works with customers. Options available include using the Sponsor Funded Works process or having the work identified in the Estate planning process for consideration for a project. If approved for delivery the project will be included in either the Estate Works Program or the Capital Works Program depending on the most appropriate program to deliver the work.

Estate Maintenance Funding Structure

Funding bids for Estate Maintenance is considered and allocated as part of the broader Defence Estate Investment Program.
A three year program and associated funding is approved annually by the Defence Estate Committee (DEC). Groups and Services are engaged as part of the program/ bid development process and as members of the DEC.

The ongoing management of the approved Estate Upkeep budget is the responsibility of Service Delivery Division.

The budget structure for Estate Upkeep consists of four components:

  • Fixed fee: The majority of EMOS fee for Estate Upkeep Services is a fixed fee.
  • Reimbursable: Funding is allocated to cover valid contractor reimbursable claims.
  • Volume: Funding primarily allocated to cover the cost of Test and Tagging E&IG managed electrical equipment.
  • Survey & Quote: For planned works funded and delivered through the Estate Works Program, including approved Sponsor Funded Works.

The Estate Compliance function is to ensure that all elements of the Defence Estate are compliant with legislation, Australian Standards and other Defence policies and to provide assurance support for E&IG obligations under the WHS legislation for the provision of safe workplaces and responsibilities as PCBU.
Compliance requirements apply at various stages of the Estate Lifecycle including:

  • compliance with design standards for new works;
  • compliance with codes and regulations during construction and checked in handover and commissioning;
  • compliant condition of the estate in-service, checked during delivery of maintenance, through estate appraisal and in the management of leases and licences;
  • delivery of the maintenance required by legislation, standards and Defence policy; and
  • re-certification in response to changes in use.

Estate Information is the maintenance of Estate data across the Garrison & Estate Management System (GEMS) and National Spatial Information Management System (NSIMS). Accurate, reliable and comprehensive data will improve decision making and support the effective and efficient stewardship of the Defence estate to support the Business Operating Model.

Last Modified: April 2021
Technical Authority: ESD
Subject Matter Expert: DELM