Responsive and Programmed Maintenance (RAPM) Procurement
Delivering a Maintenance Contract Delivery Model for Large-Scale Public Housing Services
Grosvenor partnered with a NSW Government agency to deliver a new Maintenance Contract Delivery Model for more than 130,000 public housing properties. They provided RAPM Procurement as a Service to manage complex procurement, evaluation, negotiations and contract transition. Meanwhile, they ensured service continuity, strong commercial outcomes and full compliance with NSW Government procurement requirements.
Situation
The NSW Government owns and manages approximately 130,000 public housing properties across New South Wales. Maintenance services were delivered under a long‑standing, performance‑based Asset Maintenance Services (AMS) contract that was approaching expiry. This created immovable time pressures and material delivery risk. The replacement contract was also required to support the Government’s commitment to insource additional services.
Our client commenced the development of a new Maintenance Contract Delivery Model, centred on the Responsive and Programmed Maintenance (RAPM) contract, with an estimated value exceeding $3 billion. The procurement was large, complex and geographically distributed. Additionally, it carried significant commercial, operational and reputational sensitivity. Thus, RAPM Procurement became a critical process in managing this transition.
Task
Grosvenor Procurement Advisory was engaged to provide Procurement as a Service, supporting the open period, evaluation, negotiation and transition phases of the RAPM Procurement.
Grosvenor was required to provide scalable, end‑to‑end procurement support, including:
› Managing a complex, multi‑provider procurement process under tight timeframes
› Delivering a probity‑rich evaluation across multiple contract areas
› Supporting negotiations on price and non‑price terms across multiple providers
› Designing interim and transition arrangements to maintain service continuity
› Ensuring compliance with NSW Government procurement requirements while achieving value for money
The engagement required deep subject matter expertise, clear ownership and the ability to flex support as the program evolved.
Approach
Grosvenor applied its proven procurement process, scaling resources and expertise to match each phase of the program. Notably, our RAPM Procurement specialists adapted the methodology to changing needs throughout the project.
During the tender open period, Grosvenor managed a high‑volume market engagement process, responding to almost 400 tenderer queries and coordinating additional briefings to address market questions and reduce delivery risk.
Grosvenor then led a compressed but robust evaluation, assessing a large number of tenders across 13 contract areas within nine weeks. This included consolidating input from more than 40 internal stakeholders, alongside probity, legal and pricing advisors. Where value for money could not initially be achieved, Grosvenor designed and delivered a compliant supplementary tender process within weeks to maintain momentum.
During negotiations, Grosvenor facilitated detailed commercial and pricing analysis undertaken by the client and specialist advisors, coordinating the review of over 45,000 price points and negotiating almost 500 non‑price items. This approach supported measurable savings. At the same time, it enabled the client to operate under a single, consistent contract model across all RAPM providers.
When downstream system dependencies introduced delivery risk, Grosvenor designed and facilitated the development of an interim operating and commercial solution. This included 11 structured workshops involving 165 Homes NSW participants, which Grosvenor facilitated to align operating models, commercial arrangements and business processes. Accordingly, this enabled services to transition without disruption. In summary, RAPM Procurement was central to meeting these operational challenges.
Grosvenor also supported contract transition, system integration activities, BAU issue resolution and complex financial reconciliations. Throughout the program, Grosvenor retained clear accountability, provided practical advice to senior stakeholders and ensured transparency, probity and defensibility at every stage.
Result
The program was delivered successfully under significant complexity and time pressure.
› The RAPM contracts were established and transitioned on time
› The NSW Government achieved stronger commercial outcomes, improved consistency and reduced risk
› Service continuity was maintained through effective interim and transition arrangements
› Decisions were compliant, defensible and well‑documented.
This engagement demonstrates how Procurement as a Service enables government agencies to deliver high‑stakes, operationally critical procurements — combining scale, probity and pace while maintaining transparency and control.
Explore what this could look like in your organisation
Start the conversation with Nicholas Leask, Procurement Lead