Case Study: Plenary Group achieves optimum PPP service delivery and zero fee abatements with Service Works Global QFM

QFM Optimises Service Delivery at South Australia’s First PPP Project

Plenary Group (Plenary Justice) was contracted to deliver South Australia’s first public‑private partnership to build and operate nine regional police and courts facilities. The project faced complex operational challenges: remote sites with inconsistent contractor access, stringent PPP reporting and penalty (abatement) mechanisms, and the early failure of the incumbent facilities manager, leaving Plenary with tight KPIs and limited contractor resources.

Plenary took direct operational control and implemented QFM from Service Works Global — a centralised, web‑based FM helpdesk with an integrated fee‑abatement/deduction calculator and Event Director escalation dashboard. QFM was deployed in eight weeks, automated reporting and notifications, eliminated labor‑intensive spreadsheets, ensured response time compliance and generated single‑click quarterly invoices and deduction reports. The result was uninterrupted, transparent service delivery across all sites, no fee abatements and optimized management of the pioneering PPP.

Plenary Group

Glenn Hay

Executive Manager of Operations and Asset Management