Whole-life cost model | Features

Whole-life cost of Egg, Pride Park, Derby compared with Prudential, Point North, Dudley
	Egg, Pride Park, Derby				Prudential, Point North, Dudley				Cost variance
	Total cost (£)	Cost/m² (£)	Cost/ workstation (£)	% of cost	Total cost (£)	Cost/m² (£)	Cost/ workstation (£)	% of cost	%/m²	%/ work station
Capital and finance
Build/fit-out cost	14 660 000	978.83	11 728.00	7.17	10 621 300	1 185.68	10 332.00	6.29	21	–12
Finance cost (real)	11 050 300	737.82	8 840.24	5.40	8 006 000	893.73	7 787.94	4.74	21	–12
Rent on shell, insurance and rates	50 693 400	3 384.75	40 554.72	24.78	43 945 600	4 905.74	42 748.64	26.02	45	5
Total building cost	76 403 700	5 101.40	61 122.96	37.35	62 572 900	6 985.14	60 868.58	37.05	37	0
Occupancy
M&E maintenance	3 233 500	215.90	2 586.80	1.58	2 127 400	237.49	2 069.46	1.26	10	–20
Lifts	56 500	3.77	45.20	0.03	44 000	4.91	42.80	0.03	30	–5
Fabric	50 000	3.34	40.00	0.02	50 000	5.58	48.64	0.03	67	22
Planned replacements	10 781 400	719.86	8 625.12	5.27	7 811 200	871.98	7 598.44	4.63	21	–12
External land	410 000	27.38	328.00	0.20	935 000	104.38	909.53	0.55	281	177
Internal planting	90 000	6.01	72.00	0.04	90 000	10.05	87.55	0.05	67	22
Cleaning	3 727 200	248.86	2 981.76	1.82	3 714 900	414.70	3 613.72	2.20	67	21
Waste	625 000	41.73	500.00	0.31	528 800	59.03	514.40	0.31	41	3
Electricity	5 700 000	380.58	4 560.00	2.79	3 792 700	423.39	3 689.40	2.25	11	–19
Gas	1 900 000	126.86	1 520.00	0.93	704 100	78.60	684.92	0.42	–38	–55
Water	100 000	6.68	80.00	0.05	76 700	8.56	74.61	0.05	28	–7
Internal moves	117 200	7.83	93.76	0.06	220 625	24.63	214.62	0.13	215	129
Security and reception	5 152 600	344.03	4 122.08	2.52	4 448 700	496.62	4 327.53	2.63	44	5
Post room	4 290 000	286.44	3 432.00	2.10	4 290 000	478.90	4 173.15	2.54	67	22
IT/communications	84 333 300	5 630.85	67 466.64	41.23	72 371 200	8 078.95	70 400.00	42.86	43	4
Catering	5 790 900	386.65	4 632.72	2.83	3 236 900	361.34	3 148.74	1.92	–7	–32
Management	1 787 500	119.35	1 430.00	0.87	1 852 500	206.80	1 802.04	1.10	73	26
Sub-total	128 145 100	8 556.13	102 516.08	62.65	106 294 725	11 865.90	103 399.54	62.95	39	1
Total over 25 years	204 548 800	13 657.53	163 639.04	100.00	168 867 625	18 851.04	164 268.12	100.00	38	0
Statistics
Cost/m2		13 658				18 851
Cost/workstation		163 639				164 268
Annual cost/workstation		6 546				6 571
Estimated building infrastructure cost/ call handled		1.22				3.82

Vital statistics
	Egg, Pride Park, Derby	Prudential Banking, Point North, Dudley

Location	East Midlands	West Midlands
Function	Retail communications centre	HQ and retail call centre
Workstations	1250	1028
Area	14 977 m²	8 958 m²
Occupation density	11.98 m²/occupant	8.71 m²/occupant
Hours of operation	16 hours/day	16 hours/day
Projected annual calls	6 723 000	1 766 000
Planned life	25 years	25 years

Comment on difference between Egg, Pride Park, Derby and Prudential, Point North, Dudley
	Egg, Pride Park, Derby	Prudential, Point North, Dudley	Comments
M&E maintenance	All planned and reactive maintenance. Resident multiskilled engineer 9am-5pm for reactive maintenance and works to non-core areas	All planned and reactive maintenance. Resident multiskilled engineer 9am-5pm for reactive maintenance and works to non-core areas	Cost reflects lower maintenance liability of the design of Pride Park
Lifts	Two hydraulic lifts and two disabled lifts to mezzanines	Three hydraulic lifts	Cost difference is because of different number of lifts
Fabric	All reactive maintenance	All reactive maintenance	Fabric maintenance is related to probability of incident rather than building size
Planned replacements			Cost reflects low maintenance liability of the design of Pride Park
External landscaping	Mixture of high and low maintenance one full-time head gardener	Weekly attendance by contractor during growing season. Occasional attendance in winter	Cost difference reflects low/medium maintenance requirement of soft landscaping at Pride Park. Point North has several water / high maintenance features
Cleaning	Daily general cleaning (outside core hours), daytime attendance, weekly low-level and quarterly high-level window cleaning and quarterly specialist IT cleaning	Daily general cleaning (outside core hours), daytime attendance, weekly low-level and quarterly high-level window cleaning and quarterly specialist IT cleaning	Cost difference is partly caused by economies of scale achievable in supervision and management in Derby. However, a major factor in cost is that Derby has minimal elevational glazing
Waste	Daily general removal, monthly confidential waste removal, monthly recycled waste removal	Daily general removal, monthly confidential waste removal, monthly recycled waste removal	Cost difference reflects difference in confidential waste removal frequencies
Electricity			Cost difference is because of higher small power requirement at Derby
Gas			Cost difference reflects the fact that Point North benefits from higher heat gain than Pride Park
Water			Cost difference is because of water features at Point North
Internal moves	15% churn rate	25% churn rate	Cost difference is due to increased number of project teams in Point North
Security and reception	Monday-Friday, 7am-7pm: three guards on patrol and control room observation, supervisor, receptionist. Other times: two guards, supervisor	Monday-Friday, 7am-7pm: two guards on patrol and control room observation, supervisor, receptionist. Other times: two guards, supervisor	Cost difference reflects economies of scale achieved through enlarged Pride Park centre
Post room	12 staff	12 staff
IT/communications	Three-year replenishment rate	Three-year replenishment rate	Pride Park benefits from economies of scale in network and desktop support
Catering	Subsidised canteen/vending, corporate entertaining	Subsidised canteen/vending, corporate entertaining
Management	Logistics co-ordinator (shared), site-bound FM, security manager (shared)	Logistics co-ordinator (shared), site-bound FM, security manager (shared)

Whole-life cost of the model call centre compared with Egg, Pride Park, Derby
	Model call centre				Egg, Pride Park, Derby				Cost variance
	Tota cost (£)	Cost/m² (£)	Cost/workstation (£)	% of cost	Total cost (£)	Cost/m² (£)	Cost/workstation (£)	% of cost	%/m²	%/ work station
Capital and finance
Build/fit-out cost	6 600 000	1 200.00	14 666.67	7.57	14 660 000	978.83	11 728.00	7.17	–18	–20
Finance cost	4 974 900	904.53	11 055.33	5.70	11 050 300	737.82	8 840.24	5.40	–18	–20

Rent on shell, insurance, rates	25 928 200	4 714.22	57 618.22	29.72	50 693 400	3 384.75	40 554.72	24.78	–28	–30
Total building cost	37 503 100	6 818.75	83 340.22	42.99	76 403 700	5 101.40	61 122.96	37.35	–25	–27
Occupancy
M&E maintenance	1 267 700	230.49	2 817.11	1.45	3 233 500	215.90	2 586.80	1.58	–6	–8
Lifts	29 300	5.33	65.11	0.03	56 500	3.77	45.20	0.03	–29	–31
Fabric	35 000	6.36	77.78	0.04	50 000	3.34	40.00	0.02	–48	–49
Planned replacements	5 212 000	947.64	11 582.22	5.98	10 781 400	719.86	8 625.12	5.27	–24	–26
External land	193 800	35.24	430.67	0.22	410 000	27.38	328.00	0.20	–22	–24
Internal planting	85 400	15.53	189.78	0.10	90 000	6.01	72.00	0.04	–61	–62
Cleaning	1 776 100	322.93	3 946.89	2.04	3 727 200	248.86	2 981.76	1.82	–23	–24
Waste	168 900	30.71	3 75.33	0.19	625 000	41.73	500.00	0.31	36	33
Electricity	1 772 100	322.20	3 938.00	2.03	5 700 000	380.58	4 560.00	2.79	18	16
Gas	510 600	92.84	1 134.67	0.59	1 900 000	126.86	1 520.00	0.93	37	34
Water	44 400	8.07	98.67	0.05	100 000	6.68	80.00	0.05	–17	–19
Internal moves	42 188	7.67	93.75	0.05	117 200	7.83	93.76	0.06	2	0
Security and reception	2 393 300	435.15	5 318.44	2.74	5 152 600	344.03	4 122.08	2.52	–21	–22
Postroom	1 694 950	308.17	3 766.56	1.94	4 290 000	286.44	3 432.00	2.10	–7	–9
IT/communications	29 700 000	5 400.00	66 000.00	34.05	84 333 300	5 630.85	67 466.64	41.23	4	2
Catering	2 175 000	395.45	4 833.33	2.49	5790 900	386.65	4 632.72	2.83	–2	–4
Management	2 625 000	477.27	5 833.33	3.01	1787 500	119.35	1 430.00	0.87	–75	–75
Sub-total	49 725 738	9 041.04	110 501.64	57.01	128 145 100	8 556.13	102 516.08	62.65	–5	–7

Total over 25 years	87 228 838	15 859.79	193 841.86	100.00	204 548 800	13 657.53	163 639.04	100.00	–14	–16
Statistics
Cost/m2		15 860			13 658
Cost/workstation		193 842			163 639
Annual cost/workstation		7 754			6 546
Estimated building infrastructure cost/call handled		1.43			1.22

Vital statistics
	Citex model	Egg, Pride Park, Derby
Location	North-east Midlands	East Midlands
Function	Call centre and support	Communications centre, support and corporate departments
Workstations	450	1250
Area	5500 m²	14 977 m²
Occupation density	12.22 m²/occupant	11.98 m²/occupant
Hours of operation	16 hours/day	16 hours/day
Projected annual calls	2 444 700	6 723 000
Planned life	25 years	25 years

Comment on difference between the Citex model building and Egg, Pride Park, Derby
	Model call centre	Egg, Pride Park, Derby	Comments
M&E maintenance	All planned and reactive maintenance	All planned and reactive maintenance	Difference reflects economies of scale achievable with enlarged building, and engineer undertaking most reactive works within core hours
Lifts	Two hydraulic lifts	Two hydraulic lifts; two disabled lifts to mezzanine	Cost difference reflects different number of lifts
Fabric	All reactive maintenance	All reactive maintenance	Fabric maintenance is related to probability of incident rather than building size
Planned replacements			Cost difference results from economies of scale achieved with Egg building
External landscaping	Monthly attendance during growing season	Mixture of medium and low maintenance; full-time head gardener	Additional cost of Pride Park reflects enhanced soft landscaping against Citex model
Cleaning	Daily general cleaning, daytime attendance, weekly low-level and quarterly high-level window cleaning and twice yearly specialist IT cleaning	Daily general cleaning (outside core hours), daytime attendance, weekly low-level window cleaning and quarterly specialist IT cleaning	Cost difference is partly caused by economies of scale achievable in supervision and management in large Egg building. A major factor in difference in cost is that Egg has minimal elevational glazing and roof lights are “self-cleaning”
Waste	Weekly general waste removal and monthly confidential waste removal	Daily general removal, monthly confidential waste removal, monthly recycled waste removal	Cost difference is due to general waste within model building being compacted before removal and longer collection period for confidential waste within model building
Electricity			Higher additional requirement for small power within Egg building. Citex model benefits from heat gain during winter periods
Gas			Citex model benefits from heat gain of glazed cladding panels
Internal moves	15% churn rate	15% churn rate
Security and reception	Monday to Friday 12 hours a day: one guard on patrol, supervisor on control observation, receptionist. Other hours: one guard and supervisor	Monday to Friday, 7am-7pm: three guards on patrol and control room observation, supervisor, receptionist. Other hours: two guards and supervisor	Cost difference reflects economies of scale achievable with enlarged building. Actual resource required will depend on operating restrictions imposed by banking authorities
Post room	Four staff from 9am-6.30pm	12 staff from 9am-5.30pm	Cost difference is caused by increased operating hours within model building. However, a major element of Egg’s outgoing post function is carried out by a specialist reprographics contractor
IT/communications	Three-year replenishment rate	Three-year replenishment rate	Citex model assumes less dependency on licensed software, but Pride Park benefits from economies of scale in desktop/network support
Catering	Subsidised canteen, free drinks vending and corporate entertaining	Subsidised canteen and vending and corporate entertaining	Cost difference reflects compounded effect of free vending and fewer staff in Citex model. Egg building benefits from critical mass, so a more diverse menu is offered
Management	Monday to Friday: one senior and one junior facilities manager, 12 hours a day; helpdesk operators 18 hours a day	12-hour operation provided via logistics co-ordinator (shared), site-bound FM; security manager (shared)	Citex model incorporates helpdesk operation not provided by Egg but does not include specialist support. Egg example reflects best practice for operations spread across a portfolio of large sites and reflects economies of scale achievable

Staff and training costs
	Total staff, training and infrastructure cost/year (£)	Cost per occupant/ year (£)	Total additional cost/year (£) (extra over 4-year retention period)	Additional cost per occupant/year (£) (extra over 4-year retention)
4 years	15 840 700	35 202	n/a	n/a
3 years	16 096 900	35 771	256 200	569
2 years	16 609 200	36 909	768 500	1 708
1 year	18 146 200	40 325	2 305 500	5 123
Note: Example assumes that operational and salary levels remain constant, and that the existing facility can accommodate additional staff training requirements. The example does not include the consequential losses to the business of reduced retention rates.

Detailed specification for the model retail banking call centre
Foundations	Internal windows and doors	Heating
Piles, caps and ground beams	Combination of hardwood and steel doors	Convection system via underfloor forced air system supplemented with perimeter fan-assisted convection radiators
Ground floor slabs	Ceiling	Ventilation
150 mm thick slab (powerfloat finish)	Suspended lay in grid, acoustic tiling and panelling	Comfort cooled via forced air displacement system to call centre. Variable air volume system to computer suite
Structure and envelope	Floor finishes	Hot and cold water services
Half brick/glazed curtain walling with external louvres (to maximise light and minimise glare) to a two-storey steel frame. Three-quarter-height glazed walls to relaxation areas. Trocal roof with large rooflights above restaurant and cores. Atrium to reception	Granite to entrance and lift lobbies, plywood decking to restaurant and rest areas, anti-static tiling and raised access floors to call centre, lino to back-of-house areas	Domestic-type hot and cold water services
Internal partitions	Wall finishes	Lifts
Plasterboard and system partitions	Three coats of emulsion to plasterboard walls. System partitioning self-finished	Two eight-passenger hydraulic lifts
Floors	Fixtures and fittings	Security
Profile decked mezzanine with reinforced screed. 600 × 600 × 600 mm raised access floors	CCTV monitored tubestiles with door access to visitors. External louvres to windows to maximise light but minimise glare. Staff restaurant and small shop	Security cameras with on-site monitoring suite. Computerised access control system
Stairs	Power	Communications installations
Stainless steel spiral stairs	Three phase to low voltage supply. Uninterrupted power supply (150 kVA) and one generator (800 kVA). Floor boxes for facilities management every 100 m2	Category 6 fibre optic/copper data cabling. Floor boxes every 10 m2 with 850 connectors
Windows and doors	Lighting	External works and landscaping
Double-glazed units within curtain walling. Matching single-skin doors and glazing to reception	Mixture of gantry, strip and bulkhead lamps. Ambient lighting to minimise glare	80/20 split of hard/soft landscaping. Low maintenance soft landscaping; no grass. 200 car parking spaces with access control to/from car park. Covered walkways from car park

Detailed specification for Prudential Banking, Point North, Dudley
Foundations	Internal windows and doors	Heating
Piles, caps and ground beams	Hardwood veneered doors	Sill line radiators
Ground floor slabs	Ceiling	Ventilation
150 mm thick slab (powerfloat finish)	Suspended concealed grid, metal panel tiling and plasterboard	Displacement ventilation plus static cooling. Variable air volume system to computer suite
Structure and envelope	Floor finishes	Hot and cold water services
Concrete frame and precast concrete floors. Brick façade with ribbon windows. Part curtain walling. Six floors of structural floor to floor height of 4.6 m	Reconstituted stone in entrance and lift lobbies, carpeting, plywood decking to restaurant and rest areas, anti-static tiling and raised access floors to call centre, lino and vinyl tiling to back-of-house areas	Domestic-type hot and cold water services
Internal partitions	Wall finishes	Lifts
Demountable and plasterboard partitions	Three coats of emulsion to plasterboard walls. Coloured tiling in toilets	Three eight-person hydraulic lift (one part goods) and small hydraulic goods lift
Upper floors	Fixtures and fittings	Security
Precast concrete planks with structural topping. 450 mm deep, 600 × 600 mm raised access floor tiles	Security tubestiles with matching glazing to entrances. Horizontal vane sun blinds to windows. Staff restaurant	Security cameras with on-site monitoring suite. Computerised access control system. Inergen and Vesda fire protection
Stairs	Power	Communications installations
Precast concrete escape stairs and metal feature staircase	Three phase to low voltage supply. One uninterrupted power supply system (150 kVA). One 650 kVA generator, one 500 kVA generator and one 150 kVA generator. Floor boxes for FM every 200 m2	Category 5 fibre optic/copper data cabling. Floor boxes every 10 m2 with 700 connectors
Windows and doors	Lighting	External works and landscaping
Double-glazed units within curtain walling. Matching single-skin doors and glazing to reception	Uplighters in suspended ceiling	80/20 split of hard/soft landscaping. High maintenance soft landscaping. 450 parking spaces with access control to/from car park

Detailed specificACation for Egg, Pride Park, Derby
Foundations	Internal windows and doors	Heating
Piles, caps and ground beams	Hardwood veneered doors	Convection system via underfloor forced air system supplemented with fan-assisted convection radiators to isolated areas
Ground floor slabs	Ceiling	Ventilation
150 mm thick slab (powerfloat finish) and methane barrier	Suspended concealed grid, metal panel tiling and plasterboard. Pergola to reception	Comfort cooled via forced air displacement system to call centre. Variable air volume system to computer suite
Structure and envelope	Floor finishes	Hot and cold water services
Brick plinth, kingspan profile sheet cladding system to single-storey (10 m high) steel-frame incorporating mezzanine level. Glazed walls to relaxation areas. Profile metal sheet roofing system including rooflights to 10% of area	Combination of reconstructed stone to entrance and lift lobbies, carpeting, plywood decking to restaurant and rest areas, anti-static tiling and raised access floors to call centre, lino and vinyl tiling to back of house	Domestic-type hot and cold water services
Internal partitions	Wall finishes	Lifts
Concrete block and plasterboard partitions	Three coats of emulsion to plasterboard walls. Timber panelling to training/meeting rooms. Rubber matting to recreation areas and coloured tiling/mosaics	Three eight-person hydraulic lift (one part goods) with two disabled lifts to mezzanines
Upper floors	Fixtures and fittings	Security
Profile decked mezzanine with reinforced screed. 600 × 600 × 600 mm raised access floor to lower level, 300 mm deep, 600 × 600 mm system to mezzanines	Security tubestiles with matching glazing to entrances. Horizontal window blinds. Mirrored walls to usability lab. MDF fittings to refreshment areas/kitchens. Archive racking to imaging centre. Staff restaurant and shop	Security cameras with on-site monitoring suite. Computerised access control system
Stairs	Power	Communications installations
Precast concrete escape stairs and metal feature staircase	Three phase to low voltage supply. Two uninterrupted power supply systems (150 kVA) and two generators (800 kVA). Floor boxes for FM every 200 m2	Category 6 fibre optic/copper data cabling. Floor boxes every 10 m2 with 850 connectors
Windows and doors	Lighting	External works and landscaping
Double-glazed units within curtain walling. Single-skin doors and glazing to reception	Mixture of gantry, strip and bulkhead lamps	80/20 split of hard/soft landscaping. Medium maintenance soft landscaping. 500 parking spaces with access control to/from car park