Sentosa Cove
Appointment of facilities management company for integrated facility management services at Sentosa Cove
Elevate Your Living Experience
Sentosa Cove QUALITY PROPOSAL FOR
APPOINTMENT OF FACILITIES MANAGEMENT COMPANY FOR INTEGRATED FACILITY MANAGEMENT SERVICES AT SENTOSA COVE MAY 2024
PROPOSED BY
Contents TABLE OF 01 EXECUTIVE SUMMARY 02 ABOUT C&W SERVICES SINGAPORE 03 ORGANISATIONAL STRATEGY 3.1 IFM Core Team Organisation Chart 3.2 Roles & Responsibilities of Core Team Members 3.3 Key Team Members Highlight 3.3 Committing to Customer Service Excellence 04 SUBCONTRACTOR MANAGEMENT SYSTEM 4.1 Integrated Subcontractor Management Model 4.2 Subcontractor Performance Management 05 ADOPTION OF TECHNOLOGY & INNOVATIVE SOLUTION 5.1 Technology Overview 5.2 Computerised Maintenance Management System (CMMS) 5.3 Deployment of Innovative Solutions and Methods 06 OPERATIONS PLAN 6.1 IFM Operating Model 6.2 Mobilisation & Transition Plan 6.3 Quality Assurance & Safety Management 6.4 Incident Management & Fault Reporting 6.5 Business Continuity and Crisis Management 07 ENVIRONMENTAL SUSTAINABILITY SOLUTIONS
Appendices Appendix 1 – Project Factsheets Appendix 2 – Key Members CVs
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Elevate Your Living Experience
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TRACK RECORD C&W has been providing FM services in Singapore for over 30 years. We currently manage over 100 million square footage across multiple properties and asset classes for both occupiers and investors. We have extensive experience managing high-end condominiums (MCSTs), black & white bungalows and townships. The experience of engaging with high-net worth individuals and prominent figures such as Cabinet Ministers, Ambassadors, and C-Suite Executives will greatly benefit us in managing the resident community in Sentosa Cove, In addition, we also have strong knowledge in foreshore and marine maintenance . ELEVATE YOUR LIVING EXPERIENCE Executive Summary 01
At C&W Services (C&W), we recognise that Sentosa Cove residents and commercial tenants alike seek more than just a place to live and work; they desire a superior environment. Our Integrated Facilities Management (IFM) services are designed to enhance the quality of life and business operations, ensuring that every aspect of your residence and commercial space is well-maintained and efficient. By partnering with us, you can enjoy a seamless, worry-free lifestyle, knowing that all your facility management needs are in expert hands. Let us help you elevate your living experience and business operations at Sentosa Cove.
We are also the trusted FM service partner to numerous government
agencies highly secured facilities such as Ministry of Home Affairs and Ministry of Defence. As a company with its finger on the pulse of technology, we leverage on our collective global knowledge to implement technology and systems to further improve and optimise our service delivery for our clients. Sentosa Cove can be assured that in C&W, you have a partner who has the experience, track record and agility to provide for all your facility management needs.
MCSTs / Condominiums track records and other relevant experience:
Springleaf Tower
Tanglin Residences
Avalon Condominium Leonie Hill Residences
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PEOPLE We strengthen our core team by an augmented leadership and management; and HQ centres of excellence and experienced partner specialists to deliver our services to Sentosa Cove’s expectations. Account Director, Christopher Loh* and Account Manager, Edwina Quek* will provide leadership and strategic governance to the team. Our proposed Senior Facilities Manager (SFM), Jenny Tan*, has extensive proven track record in managing IFM contracts. She will ensure high quality service standards are maintained and achieve the specified KPIs. Jenny’s diverse experience in managing clients from government organisations, MCSTs as well as black and white bungalows have equipped her with the relevant skills and knowledge to manage a similar community in Sentosa Mohamed Jan* – who also has extensive experience managing high-end residential properties. We will leverage on our established process for smooth transition and thereafter operational efficiency. Jenny will be the primary contact and interface with Sentosa Cove Management and the other stakeholders such as members of the Sentosa Cove Owners Council (SCOC) and Sentosa Cove Commercial Owners Council (SCCOC). Cove. Jenny will be supported by Facilities Manager (FM) Asri Bin
Jenny Tan will be supported by Asri and proposed Community & Engagement Manager, Emmanuel Lean*, to run the day-to-day operations. Our onsite team is also supported by our HQ teams, Remote Operations Centre (ROC) and subject matter experts on operations support, quality assurance, safety management, sustainability solutions, technology and innovation.
*Refer to Appendix 2 for detailed CVs
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PROCESS We will establish quality and safety management systems for Sentosa Cove by leveraging our ISO-certified HSEQ framework and its associated procedures and processes. This approach will ensure consistent service standards and, most importantly, meet Sentosa’s requirements and deliverables for this contract. Our best-in-class subcontractor management system will guarantee that our vendor partners provide top-quality service to Sentosa Cove. This system not only monitors subcontractor performance but also fosters cohesiveness and collaboration among the vendor team. We have prepared a proposal with comprehensive offerings to address Sentosa Cove’s facilities management needs, as well as engagement with residents and commercial tenants. TECHNOLOGY C&W has consistently been the market leader in adopting new technology and driving towards greater sustainability, digitalisation and productivity in our FM operations. In this proposal, we have included technological tools that will greatly enhance Sentosa Cove’s FM operations. Together with our vendors, we’ve proposed a complete technological solution for Sentosa Cove as an enabler to our operations for productivity improvement and increased efficiency. Refer to ‘Section 5 – Adoption of Technology and Innovative Solution’ for the full breakdown of our technological proposal.
CONCLUSION C&W possesses a distinct advantage and
considerable experience, perfectly positioned to elevate the living experience for Sentosa Cove and its esteemed stakeholders. Our dedicated team is committed to seamlessly integrating with Sentosa Cove, ensuring we exceed your evolving facilities management needs. With our comprehensive approach and unwavering dedication, we are eager to engage further, discuss our innovative solutions, and demonstrate how we can enhance the value and luxury of Sentosa Cove. We warmly welcome the opportunity to collaborate and bring our vision to life for you and your community.
NATALIE CRAIG Chief Executive Officer Cushman & Wakefield, Singapore
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BENEFITS TO SENTOSA COVE AT A GLANCE
OUR SOLUTION/OFFERING
BENEFITS TO SENTOSA COVE
Professional image & appearance Enhance residents’ living experience Better resident engagement Excellence in service delivery Stronger rapport with residents and tenants Enable site team to spend more time with residents Ensure continual support after office hours as well as emergency and mobile support Full suite of SME support from HQ Bringing events expertise from Sports Hub to Sentosa Cove
• An experienced team that deliver results • Customised name tag & uniform for frontline staff • Town Hall – 3 times/ year • Dedicated community engagement team
OUR PEOPLE
• Remote Operations Centre (ROC) – 24/7 Ops support, PPM and PO Management • HQ Support • Event support – Sports Hub experience (Complimentary 20 hours of events per year) • Extensive current and past IFM experience • MCST track records, Tanglin Residence, Avalon, Springleaf Tower • Township – NSTC, MPTC • BCA Foreshore, MHA • C&W as sole point of contact • Leverage on in-house Strategic Procurement Team & CMMS to track contractor performance • Conduct annual survey • Robust subcontractors management system • CMMS – iBase – free integration, included in our offer • Property inspection – H3 Interior Inspector & Vebits road and infrastructure inspection • Landscape – 20 Tree tilt monitor • Smart Toilet Systems • Foreshore – Drone Inspection • Shuttle Bus – Live ETA Public Weblink
THE SUPPORT
Knowledge and talents within C&W - Reduce first generation IFM contract risks
TRACK RECORD & EXPERIENCE
Single point of contact –C&W trade specialist Regular tracking of contractor performance Cultivating cohesive team-spirit Improve morale/image Lower costs Increase productivity Enable on-site team to spend more time with the residents Much better coverage as compared to manual visual inspection Collect data – for analysis Green FM ISO 14001 Support GreenGov targets – waste audit, identify baseline, gap analysis, etc Reputable vendors with good performance track records for key trades Incumbent - familiarity with current operations – low transition risk Current C&W partners Proven track records ESCO Founding member ESCO Company
SUBCONTRACTOR MANAGEMENT
TECHNOLOGY
• ISO Certificates • GM, SCEM & WEMC • Strong Sustainability Team • Waste Audit experience • Carbon footprint pilot project for JTC
SUSTAINABILITY
• Cleaning – Sergent Services Pte. Ltd. • Security – Henderson Security Services • Lockgates/Sluice Gates/Pumps – Sanli M&E Engineering • Shuttle Bus – Tong Tar Transport Service Pte. Ltd.
OUR PARTNERS
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02 About C&W Services Singapore
Chai Chee Office
Capitaspring Office
$166M PROCURED SERV I CES ANNUALLY 2,200 EMPLOYEES (APPROX . ) 100M SF MANAGED 1050 APPROVED VENDORS 30+ YEARS OF TRACK RECORDS
C&W Services is the facilities and engineering arm of Cushman & Wakefield. In Singapore, we have over 30 years of experience delivering facility and property management services, including extensive residential and townships management. We are the most established facility management and asset services company in Singapore, providing a full suite of services including engineering solutions, energy and project management.
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Our Journey
The Singapore Housing Development Board (HDB) set up Housing Urban Development Company (HUDC)
PREMAS International was formed as a wholly owned subsidiary of Pidemco Land
TPG Consortium acquires Cushman & Wakefield DTZ merges with Cushman & Wakefield
Rebranded to DTZ, a UGL company
Rebranded to UGL Premas
1974
1999
2012
2008
2015
1989
2010
2014
2017
2005
Sold to TPG Consortium and changed brand identity
URA privatised PMS to incorporate Pidemco Land
PREMAS International was acquired by United Group Limited and renamed to United Premas Limited
Rebranded to UGL Services
Rebranded to C&W Services
Our Awards and Accreditations
KEY WORK HEADS
QUALITY
SAFETY SUSTAINABILITY
FM AWARDS
WELLNESS
DIVERSITY
• Quality
• WSH
• Green Facilities Management (L1) • Energy
• FM01 (M1) • EPU/SER/30 Service Management (S10) • ME15 Integrated Building Services (L6) • Project Management 04 & 02
• SIFMA CFMC GoldPlus, 2023 to 2025 • SIFMA Most Progressive CFMC Award, 2022 • IFMA FM Service Provider of The Year, 2022 • FM Expert Summit (FMES) 2022 • Digital Transformation Award • Outstanding FM Service Provider Award (Residential and Township) • Sustainability Award (MNC) • Singapore FM Competitive Strategy Leadership Award 2022 by Frost & Sullivan • Outstanding Outsourced FM Service Provider Award (Commercial / Retail Malls, Open Category), SIFMA FMES, 2021 • COVID-19 Resilient Team Award, SIFMA FMES, 2021 • FM Team of the Year, RICS (2021) • Commendable Award, RICS (2020) • Sustainability Award, RICS (2019) • Singapore Best FM Technology Provider, IFMA (2019/18/17) • Singapore Best FM Service Provider, IFMA (2019/17/16) • Environmental Health & Safety Excellence Award, IFMA (2018)
• Great Place to Work Certification • International WELL
• Tripartite Alliance Award
Management System ISO 9001:2015 • Environmental Management System ISO 14001:2015 • Facilities Management Services ISO 41001:2018 • Asset Management System ISO 55001:2014 • BCM System ISO 22301:2019 • Information Security, Cybersecurity and Privacy Protection ISO/IEC 27001:2022 (In progress) • Accredited Managing Agents (Cat A) • Progressive Wage Mark
Performance Silver Award 2023 • Occupational Health & Safety Management System ISO 45001:2018 • bizSAFE Star • bizSAFE Partner • bizSAFE Partner Award (2022/21/20/1 9/17)
(TAA) 2023 • Certificate of Recognition, SG Enable • Enabling Mark Certified for C&W Services Chai Chee Office
Performance Contracting Firm (L1)
Building Institute Version 2 Gold Certification Green Mark for Healthier Workplaces Scheme (Platinum)
• SGBC EPC Chiller Plant Retrofit (L1) • SGBC EPC Air conditioning System Maintenance (L2) • Sustainable Energy Association (Member) • Energy Services Company Accreditation (ESCO)
• BCA-HPB
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Our Core Services – A One–Stop Solution for Sentosa Cove
Integrated Services
• Our deep engineering expertise is the foundation of our facilities management solutions • Deliver high-performing facilities of various asset types that align with clients’ business goals
ENGINEERING DRIVEN FACILITIES MANAGEMENT
• Our team comprises experienced professionals who have a deep understanding of the challenges and opportunities associated with decarbonisation of the built environment • With our expertise and experience, we can help you navigate the complex landscape of ESG and achieve your goals • We work with clients to identify the right technology solutions for their unique needs • We optimise operations and enhance occupant satisfaction, while seamlessly integrating technology solutions with existing systems, to create resilience and long-term value • We are agile in adopting technology that brings greater value to our clients
LEADING SUSTAINABLE BUILDING EXPERTS
TECHNOLOGY AGNOSTIC APPROACH
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Safe and Secure Community Proactive Safety Culture
and Quality (HSSEQ) group has also established the following global objectives, with the purpose of ensuring its people, properties, projects, and the environments the organisation operate within. To achieve the above objectives, Cushman & Wakefield's global HSSEQ group has put the 360˚ HSSE model in place. The model focuses on the importance of everyone ‘looking around their workplace’ (i.e., a 360˚ view) and taking personal responsibility to ensure success in three critical areas of workplace safety – Leadership, Culture and Systems/Procedures.
C&W recognises the impact its business processes have on the environment as well as the health and safety aspects on its employees, clients, customers, and vendors. Operational safety has always been the guiding principle in our processes. We identify, formulate, and implement programs to meet the safety needs and demands of our clients and seek to deliver disruption-free operation and availability of services always. A Culture of Safety: Cushman & Wakefield value the health, safety, and wellbeing of its people. To this end, the Health, Safety, Security, Environment
CWalk: Ensure high safety performance in the workplace, engage teams in open and honest conversation and promote visible leadership behaviour.
HSSE 360° Tools
Hazob: Promote observation, communication and control of hazards in the workplace.
Take 5: Identify hazards and manage risk before work commences. An easy five-step
process to identify and control on-the-job personal hazards.
STARR (Safety Training and Risk Recognition): Facilitate the observation of compliance with safe operating procedure and safe behavioral expectation. Check-It: A ‘visual’ safety activity planner that assists supervisors and managers with scheduling and tracking HSSE activities in the workplace.
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Proven Track Record Highlights
With C&W Services, you will benefit from the expertise of a seasoned FM service provider well-versed in handling the scope of work required for this contract.
We would like to emphasize the following relevant experiences that will help us bring value to Sentosa Cove.
BLACK & WHITE BUNGALOWS
CONDOMINIUMS / MCSTS
FORESHORE & MARINE MAINTENANCE FOR MHA & BCA
TOWNSHIPS
These capabilities equip C&W to manage and maintain Sentosa Cove to the highest standards, providing peace of mind to all stakeholders involved. The detailed factsheets of the above projects can be found in ‘Appendix 1 – Project Factsheets’.
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Our Workplace of the Future
This transformation is a collaboration across our entire C&W business. Our Total Workplace team formed a workplace strategy based on a data-approached
Aspiring to be a ‘living lab’ of technology and innovation focusing on sustainability, wellness and agility, our workplace features smart workplace technology applications, energy-saving devices and employee experience innovations. It also embodies our Diversity, Equity and Inclusion values. C&W will be pleased to discuss conducting a Workplace Strategy Proof-Of-Concept (POC) with Sentosa Cove at selected locations, with aims to help transform your workplace(s) and improve employee well-being. Reimagining The Future Of Work framework, combined with a holistic change management strategy, while our Project & Development Services designed and managed the delivery of the transformed workplace.
OVER 350 SENSORS
REAL-TIME ANALYTICS
WORKPLACE TECHNOLOGY APPLICATIONS ACCESSIBLE & INCLUSIVE WORKPLACE
ZERO-WASTE PANTRIES
DIVERSE WELL BEING FACILITIES
Building a Community Spirit Our community team fosters a sense of belonging among our employees through various workplace initiatives, including festive celebrations, health and wellness activities, sustainability education, and community outreach programs. We will bring this expertise to Sentosa Cove, assisting you in placemaking initiatives to build a strong community spirit among its residents and tenants.
EVENT HIGHLIGHTS
Edible Hydroponic Wall Sustainable Urban Farming
Xmas Kids@Work Family-friendly Culture
International Day of Sign Languages Raising Disability Awareness
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03 Organisational Strategy
OUR IFM CORE TEAM
C&W’s proposed IFM core team overseeing Sentosa Cove operates under the experienced guidance of Senior Facilities Manager, Jenny Tan. Jenny will be responsible for the overall coordination and effectiveness of the team's endeavors. At the core of the IFM structure lies the Estate Management Team , entrusted with the management of both hard and soft services delivery, project management, and sustainability initiatives. Led by Facilities Manager, Asri, this team comprises members with relevant technical expertise, ensuring that the infrastructure and services within Sentosa Cove are maintained to the highest standards. Recognising the importance of community engagement , a dedicated team is tasked with stakeholders of Sentosa Cove. This Community Engagement Team, led by Community & Events Manager, Emmanuel Lean , works to address community needs and concerns promptly and effectively. Ensuring accessibility and responsiveness , a 24/7 helpdesk manned by a dedicated customer service officer stands ready to field inquiries and address emergencies. fostering strong relationships and open communication with the residents and
This ensures that residents and stakeholders can receive assistance whenever it's needed, bolstering confidence in the IFM team's capabilities. The helpdesk duty will be covered by our Remote Operations Centre, situated at our HQ office, after hours. Backing the operational teams is a centralised Finance and Admin Team, responsible for managing financial matters and handling administrative tasks efficiently. Lastly, we recognize the importance of collaboration with key stakeholders . Through our governance system, our team will regularly interface with entities such as Sentosa Cove Resort Management (SCRM), Sentosa Cove Owners Council (SCOC), and Sentosa Cove Commercial Owners Council (SCCOC) . These meetings serve as conduits for communication and cooperation, ensuring that the IFM team remains aligned with the broader goals and objectives of Sentosa Cove's stakeholders. Together, this organisational structure ensures that the IFM team operates cohesively, delivering high-quality services while fostering strong relationships within the community and key stakeholders.
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3.1 IFM Core Team Organisation Chart
Over 50 Years of Combined Experience
TOTAL HC: 19 (15 on-site, 4 off-site)
HQ Centres of Excellence Sustainability Asset Lifecycle
Account Director Christopher Loh***
Remote Operations Centre (ROC)
Technical Support Technology Team Human Resources Finance Mobilisation Support
Account Manager Edwina Quek***
Operations Standby Team
HQ Management & Support
On-Site
Senior Facilities Manager (WEM) Jenny Tan***
FSM** (1)
WSHO** (1)
Community Engagement Team
Estate Management Team
Community & Events Manager Emmanuel Lean***
Facilities Manager Asri Bin Mohamed Jan***
Sentosa Cove Stakeholders
Community Relations Officer (1)
Land & Marine Cleaning / Pest Control
Project Management
Technical Services
Sentosa Cove Resort Management (SCRM)
Property Executive (1)
Project Manager** (1)
Engineer (1)
24/7 Helpdesk
Customer Service Officer (1) (Supported by ROC after hours)
Sustainability Team
Security / Shuttle Bus
Sentosa Cove Owners Council (SCOC)
Senior Technician (1)
Lockgate Maintenance Team*
Sustainability Lead (SCEM / GMM)** (1)
Property Officer (1)
Sentosa Cove Commercial Owners Council (SCCOC)
Technicians (4)
PPM team*
Finance & Admin
Landscape
Hard Services Partners*
Finance & Admin Executive (1) Finance & Admin Officer (1)
Arborist / Resident Land Coordinator (RLC) (1)
*Not part of core team headcount ** Off-site *** Refer to Appendix 2 for detailed CVs
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3.2 Roles and Responsibilities of Core Team Members
ROLES
RESPONSIBILITIES
• Strategic customer interactions • Develop and grow partnerships with Sentosa Cove • Provide overall supervision and strategic governance on the delivery of our services. • Regular collaboration with Sentosa Cove and the integrated IFM site team • Drive and establish consistent standards on IFM delivery across Sentosa Cove properties • Use technology to measure, report and manage compliance to KPIs linked to financial reporting. • Ensure the company’s health, safety and quality policies and procedures are adhered • Participate in senior management and strategic level meetings • Understand customer pain points and address all feedback promptly to manage customer satisfaction and preserving SDC’s reputation. • Accountable for the management, mobilisation and transition of the contract and stabilisation of services. • Develop and execute the mobilisation, operational and transition strategy, lending her expertise on client relationship management and delivery of quality service • Overall responsible for delivering the contractual requirements and deliverables, provide strategic direction in the delivery of FM services, and ensure the day-to-day operations is managed efficiently and effectively. • Participate in senior management and strategic level meetings
Account Director
Account Manager
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ROLES
RESPONSIBILITIES
• SDC’s Single Point of Contact (SPOC) on a day-to-day basis • Responsible for the operational facility management of the sites, actively supporting the Account Manager in the day-to-day delivery of hard and soft services • Oversee community engagement effort and provide additional escalation point for any issues arising from facility management operations and/or resident complaints/feedback. • Provide operational support in all facility management matters, manage the operation team and vendors and monitor facility management needs • Ensure task instructions and site documentation are in place, relevant and up to date • Facilitate the use of CMMS and technology tools and solutions to perform works across all teams and subcontractors as well as reporting • Oversee helpdesk and ROC service performance • Facilitate the implementation of the quality and safety management systems • Manage budget and financial processes including monthly analysis, re forecasting and accruals of OPEX & CAPEX budgets to demonstrate achievement of financial KPIs. • Facility Manager will support SFM on overall IFM delivery to Sentosa Cove • Head the Estate Management Team and responsible for the day-to-day delivery of hard and soft services • Regular meetings with Sentosa Cove Management • Manage vendors and ensuring preventive and reactive maintenance are carried out accordingly. • Manage improvement and project works with Project Management Team • Assist FM in day-to-day facilities management operations • Deputise FM whenever required. • Oversee the delivery of land & marine cleaning, as well as pest control • Responsible of reporting for soft services
Senior Facilities Manager (SFM)
Facilities Manager (FM)
Property Executive (PE)
• Assist the PE in day-to-day operations • Oversee the delivery of security and shuttle bus services
Property Officer (PO)
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3.2 Roles and Responsibilities of Core Team Members
ROLES
RESPONSIBILITIES
Arborist / Resident Land Coordinator
• Oversee and coordinates the landscape service delivery • Perform arborist duties and generate reports as per requirement
• Head the Technical Services Team overseeing and coordinate all hard services deliveries • Responsible of reporting for hard services
Engineer
• Conduct daily inspection of systems • Maintenance work as required. • Coordinate and supervise subcontractors. • Attend to calls/breakdowns. • Assist in repair/replacement works, including locksmithing, masonry and plumbing • Lead and manage the project team, including consultants, and term contractors, for project delivery. • Manage all aspects of project management, including budget, schedule, procurement, quality, and risk. • Deal directly with Sentosa Cove to define project requirements, prepare project scope, resources, cost estimates, and schedules. • Oversee the entire project lifecycle, from negotiation to execution, occupancy, and close-out. • Monitor overall work progress regularly to ensure completion within schedule. • Update Sentosa Cove regularly on work progress and potential delays. • Inform Sentosa Cove of proposed work schedule and ongoing works. • Seek Sentosa Cove's approval on required storage areas for term contractors. • Ensure consultants comply with building standards and obtain necessary approvals from relevant authorities. • Arrange Registered Inspector (RI) inspection and liaise with consultants for required certificates.
Senior Technicians/ Technicians
Project Manager
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ROLES
RESPONSIBILITIES
• Act as the consultant for all sustainability related projects and operations • Lead and manage any ad-hoc requests for sustainability-related audits (e.g. water, energy, waste, Green Mark, etc)
Sustainability Lead
• Development and implement strategies for community engagement to foster a sense of community among residents • Plan, coordinate and execute various events and activities • Serve as a point of contact for residents, addressing inquiries, concerns, and requests promptly and professionally • Collaborate with residents and stakeholders to identify community needs, preferences, and opportunities for improvement.
Community & Events Manager
Community Relations Officer
• Assist the Community & Events Manager in day-to-day operations • Deputise the Community & Events Manager when necessary
• Serve as the first point of contact for residents, guests, and visitors seeking assistance, information, or support. • Address inquiries related to residential services, amenities, facilities, policies, and procedures. • Listen actively to residents' concerns, complaints, or issues, demonstrating empathy and understanding. • Receive and process maintenance requests from residents, ensuring timely and efficient resolution of issues such as repairs, maintenance, or facility concerns. • Review and approve expense claims, reimbursements, and petty cash disbursements. • Review and approve expense claims, reimbursements, and petty cash disbursements. • Review and approve expense claims, reimbursements, and petty cash disbursements. • Financial reporting
Customer Service Officer
Finance & Admin Executive
• Administrative and finance support to the Finance & Admin Executive • Ensure proper books and records are maintained
Finance & Admin Officer
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3.3 Key Team Members Highlight PROPOSED SFM
25 YEARS years working experience with C&W Services
Jenny Tan Proposed Senior Facilities Manager
CAREER HIGLIGHTS Jenny is a cherished member of C&W Services since 1999. Her exceptional strengths lie in her composed and professional approach to problem-solving, alongside her adeptness in leading her team of Executives and Officers to function seamlessly as a unified force, dedicated to ensuring client satisfaction and the delivery of top-tier services. She bears the responsibility for overseeing the performance of accounts under her management, including the meticulous control of financial budgets and associated costs. With a wealth of experience and expertise, Jenny has effectively managed prestigious government and corporate accounts such as Ministry of Foreign Affairs, Singapore Land Authority, Cambridge Industrial Trust Management, and MCST condominiums. Jenny’s experience in managing over 240 Black & White Bungalows in Wessex Estate and Rochester Park, as well as residential properties in district 9 and 10 will be highly relevant and valuable to Sentosa Cove. Her proficiency extends to project management, where she expertly coordinates project timelines, budgets, and the timely completion of works to exacting specifications. Beyond her managerial duties, Jenny consistently makes herself accessible to clients seeking her professional guidance on matters of property and facilities management.
QUALIFICATIONS:
TRAINING & CERTIFICATES:
• Bachelor of Business (Property Investment and Management), Royal Melbourne Institute of Technology (RMIT), 1997 • Diploma in Building Management Ngee Ann Polytechnic, 1992 • Green Mark Manager • Building & Construction Authority, 2011 • CEA certification – 1992, (R042975B)
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Water Efficiency Manager Course, Singapore Polytechnic, 2016 Work at Heights for Supervisors, Arise Services Pte Ltd, 2014 Work at Heights for Managers, SCAL Academy Pte Ltd, 2014 Work at Heights for Assessors, QMT Industrial and Safety Pte Ltd, 2014 Occupational First Aid Course + AED, Aris Integrated Medical Pte Ltd, 2019
WSQ Implement Incident Management Processes (IIMP), TECS Fire Safety Services, 2014 WSQ Develop a Risk Management Implementation Plan, NTUC Learning Hub Pte Ltd, 2013 Building Construction Supervisor Safety Course, NTUC Learning Hub, 2013 Fire Safety Awareness Course, 2000
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The A-I-ME and Risk Management Training
KEY CLIENTS
Various MCST Condominiums
JENNY’S DETAILED CV CAN BE FOUND IN APPENDIX 2
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PROPOSED FM
Asri Bin Mohamed Jan Proposed Facilities Manager
17 YEARS years working experience with C&W Services
CAREER HIGLIGHTS
Asri has been with C&W Services since 2007 and has strong experience in property management services and tenant management. In his previous role, Asri work with Keppel Land International as a Customer Focus Officer under Property Management. His duties included the preparation and handing over of Units to purchaser, supervision of term contractors, hands on troubleshooting and rectification of electrical /plumbing and diagnosis of general building defects. He also worked with Capital International Asset Management Pte Ltd as a Property Officer in a Condominium. His duties included supervision of M&E technicians and the contractors, implementation of Preventive Maintenance Programmes & Energy Conservation Programmes and attending to Residents' complaints pertaining to technical matters, etc. Asri started his career with Knight Frank Estate Management Pte Ltd as a Building Supervisor specializing in the management of residential and condominiums. His duties included carrying out building audit, preventive maintenance services, supervision of the estate’s term contractors and assessing their performance upon renewal of their Contracts. He also oversaw rectification and repair works on minor defects independently and assisting the Condo Manager in obtaining quotations and implementation of cost saving measures to clients. QUALIFICATIONS: • Bachelor of Science in Facilities Management • Heriot Watt University, 2011 • Diploma in Building Maintenance • MMC Professional Development Centre, Awarded by the Asia Pacific International University, San Francisco – California, 2005
KEY CLIENTS
Avalon Condo
Tanglin Residences
Carribean @ Keppel Bay
Leonie Hill Residences
Valley Park Condo
Oleander Towers
Simei Green
ASRI’S DETAILED CV CAN BE FOUND IN APPENDIX 2
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3.3 Key Team Members Highlight
PROPOSED COMMUNITY & EVENTS MANAGER
Emmanuel Lean Proposed Community & Events Manager
4 YEARS years working experience with C&W Services
CAREER HIGLIGHTS
Dynamic property management professional who possesses excellent time management and PR skills with an experience of project management and daily operations for a productive work environment, results oriented with positive growth even in challenging situations. Deeply passionate about shaping and executing projects successfully to become operational. Solutions driven to build excellent working relationships with stakeholders and colleagues, displaying the ability to bridge and activate cross-departments for efficient productivity to drive and achieve timely results. An achiever with excellent presentation, negotiation, closing and follow through skills whilst being a strong team leader and player. Emmanuel was responsible for client engagement in SLA black and white bungalows tenants. His experience in engaging with and managing residents similar to those at Sentosa Cove will be invaluable to the team In additional, his IFM experience will provide additional support to the team.
QUALIFICATIONS:
• Master’s Degree in Property Development, University of Technology, 2016 • Graduate Diploma in Property Development, Tafe New South Wales, 2015 • Advance Diploma in Valuation, Property Services and Outlet Management, Tafe New South Wales, 2014 • Diploma in Property Services and Outlet, Tafe New South Wales, 2012
EXPERIENCE
SIZE OF TEAM DIRECTLY MANAGED
TOTAL GFA
CLIENT
PROPERTY MANAGED
FM MODEL
Over 240 residential units at District 9 and 10
IFM/Asset Management
3 FM Professionals 7 FM Professionals
Black And White Bungalows Community Centres Southwest District
Singapore Land Authority
Over 103,000 SQM Over 50,000 SQM
People’s Association
Managing Agent
Managing Agent & Technical Services
Public Utilities Board
Over 100 Locations
Over 80 Technical Team
EMMANUEL’S DETAILED CV CAN BE FOUND IN APPENDIX 2
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3.4 Committing to Customer Service Excellence At C&W Services, our clients always come first in everything we do. Therefore, through our core team and support from HQ, we will implement the following initiatives to ensure that we provide Sentosa Cove with the best service possible, befitting its status as one of the world’s most premium residential estates.
CUSTOMISED UNIFORM
We will ensure that the name tag and uniform designs balance aesthetics with practicality, without compromising day-to-day duties, yet still maintain a polished appearance.
To project a professional image and reflect the premium status of Sentosa Cove, we will provide our front-line and client-facing staff with customised uniforms.
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CUSTOMER CARE PROGRAMME TO ENHANCE RESIDENCE EXPERIENCE
At C&W, our people are at the heart of everything we do. We invest significantly in employee learning and development to enhance their skills, knowledge, and capabilities. This is achieved through partnerships with industry leaders, government bodies, and various institutes of higher learning. In addition to core technical skills training, we are committed to transforming our workforce to be more customer-centric, aiming to achieve service excellence and maintain high customer satisfaction. Under the WSQ Service Excellence framework, all our frontline staff in the Sentosa Cove IFM core team will be enrolled in the following courses to enhance their service quality and to align their daily work with C&W’s service vision:
COURSE DESCRIPTION
An organization’s service vision serves as a rallying point for its employees to have a common direction. It also articulates clearly what the organization offers its customers. This workshop covers knowledge and application skills in role modelling the service vision of an organization. It involves demonstrating the characteristics of a role model and promoting a customer-centric culture within the team to achieve service excellence. This workshop prepares participants to provide excellent service to their customers. It focuses on the importance of having the right service mindset and how exceptional service benefits themselves and the organization. Participants will learn how to groom for success as well as serve their customers by identifying customer needs, applying effective communication techniques and understanding the types of service behaviors that make an exceptional difference to the customer.
Role Model The Service Vision
Winning Service
COMMUNITY ENGAGEMENT FROM DAY ONE
20 HOURS OF COMPLIMENTARY EVENTS
Fridge Magnet
Once appointed as your FM partner, we will spare no effort in introducing C&W Services and our Core Team to each and every resident and stakeholder as part of our mobilisation and transition plan. A care package will be prepared for each resident household and commercial tenant to ensure that they are familiar with how to contact the site team in the event of a feedback or service request, as well as getting to know their new FM team. C&W Services will stand ready to service the Sentosa Cove community from day one.
To enhance community engagement and boosting of community spirit, we will provide complimentary annual 20 hours worth of events for Sentosa Cove. C&W Services will cover the events from start to finish, working closely with Sentosa Cove Management and the councils to curate the organised events. This will be over and above your regular calendar of events to be conducted at Sentosa Cove Village. C&W is happy to discuss with Sentosa Cove Management on the detailed utilisation plan for the complimentary events.
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Empowering Teams, Elevate Success
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ENSURING HIGH QUALITY OF SERVICE THROUGH INTEGRATED SUBCONTRACTOR MANAGEMENT MODEL 04 Subcontractor Management System
Our in-house Strategic Client Procurement (SCP) division and integrated facilities management accounts gives us extensive experience and knowledge of the supply chain, supplier and subcontractor provision, cost-effectiveness and infrastructure support to our integrated service delivery solution. Our centralised SCP team at HQ is dedicated to managing all C&W service contracts purchasing activities and growing our supplier base in a comprehensive and strategic manner
Our strategic procurement program aims to filter through our large list of suppliers to create a preferred provider status amongst key suppliers. The objective is to provide a higher quality of service to our clients whilst achieving competitive pricing that can be passed on to them. Already, our close working relationships developed with experienced and qualified preferred suppliers have enabled C&W to offer a broader range of services to our clients, where we manage these services on their behalf.
“C&W strives to ensure cost reductions are achieved without compromising on quality. Our supplier qualification process assesses the financial stability and relevancy of experience as part of risk management. We proactively track and manage contract expiries and renewals, thereby ensuring seamless support for our clients’ properties.”
• Pre-qualification / screening • Plan and scope • Growth strategy • Productivity strategy • Customer value proposition • Relationship management • Product and services attributes • Administration
• Contract review • Re-contract / new contract • Exit and termination
Lifecycle Management
Pre-Q Strategy Structure
INTEGRATED SUPPLY CHAIN MANAGEMENT
• Supplier relationship management • Supplier development (resource, resilience, services, quality, etc.) • Continuous improvement, innovation, research and development
• Service feedback monitoring • Performance monitoring and management • Performance improvement • Risk management • Payment and incentives
Development
Implementation & Delivery
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C&W Supply Chain Management (service category management) unit is responsible for supporting the FM operations unit with coordinating, facilitating and documenting the bidding and selection processes, retaining alternate price quotes and other materials justifying the final award decision for contractors. All contractors assigned to the IFM contract will work within our Vendor Management System (VMS) to ensure they have been prequalified, registered, fully accredited, insured and have established performance and quality records. Support is provided to the procurement team by other subject matter experts and C&W personnel.
Contracts procurement services is available to the C&W FM operations for the purposes of:
SUPPLY CHAIN MANAGEMENT
Acquiring service delivery related goods tied to C&W Services terms and contract; Retaining good performing contractors; (e.g. awarded contracts based on high performance and good service provision scores) Negotiating and renegotiating contracts and Obtaining the best value for money, quality and safety compliance Playing an active role in subcontractor performance management
SYSTEMS & GOVERNANCE
OPERATIONAL PROCUREMENT
STRATEGIC PROCUREMENT
Systems & Governance
Operational procurement
Strategic procurement
Accounts Management Category Management Contract Management Supplier Management
Procurement Systems Governance & Compliance Management Policy
Corporate Procurement
P2P Management PO Management Catalog/Supplier Punchouts Management
Analytics & Reports Project Mgt Office
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4.1 Integrated Subcontractor Management Model
C&W proactively manage our first-tier suppliers to control costs and maintain a high level of service.
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Pre-Qualification Approach organisations that have a proven delivery system, good employment practices, track record and appropriate resources that can lead and manage the scope of works through its management team.
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Best Sourcing Identified vendors are required to be qualified through a system of due diligence and governance checks which meets our global and local company policies. The criterion includes maintenance of current industry accreditation, healthy financial standings, and with good performance track record Copies of all relevant company registration and certification documents are to be submitted and validated Key Vendor List We have evolved a ‘Key Vendor List’ system which is a list of qualified vendors, market-tested constantly for price and quality and for their management vision on long term sustainability of service support C&W Services as partners.
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Review The full list of key vendors is reviewed every 6 months to ensure each vendor remains qualified and meets all criteria. The Global Risk Director counterchecks that company due diligence is conducted in accordance to global standards and advises on emerging risks to be considered in the business.
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CONTINUOUS IMPROVEMENT & REFINEMENT PROCESS C&W’s goal is to achieve complete customer satisfaction from our client’s stakeholders, and that entails working jointly with subcontractors to establish a continuous improvement process. We collaborate with key subcontractors to share ideas and communicate improvement initiatives at site. This collaboration is also a vehicle to share best practice as well as inform stakeholders on the latest technologies available and contractor performance issues. Standardisation of service levels, performance reporting, health and safety, and environmental compliance is a priority.
RISK CONTROL
COST • Budget System • Approval System
INTEGRITY • Separation of powers of plan, approval, inventory management and utilize • Vendor certification system • Audits
QUALITY • Vendor certification system inspection policy • Warranty and return policy
• Procurement Strategy • Inventory Management
PROCUREMENT STRATEGIES
COMPETITIVE TENDERING
BULK PURCHASING AND CONTRACT AGGREGATION
UNIT COST CONTRACTS
PROCUREMENT PROCESS
Continuous Improvement
Approve Variations
Statement of Requirements
Measure Supplier
Prepare Budget Estimate
Agree on specifications
Raise Purchase Order
Contract Signed
Agree on Contract type
Supplier Evaluation
Award Contract
Prepare Draft Contract
Qualify Suppliers
Agree on contract T&Cs
Invitation to Tender
Source Selection
Compare to Model & Budget
Technical Analysis
Dialogue & Negotiations
Supplier Presentation & Clarification
Cost Analysis
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JOINT ANNUAL REVIEW EXERCISE We will leverage on the continuous improvement process for subcontractors to perform the Joint Annual Review Exercise to streamline the existing operational processes, calibrate resources, optimise maintenance regime and assess cost reasonableness of subcontractors. The overall goal is to ensure maximum cost-efficiency.
REVIEW STAGE
PROCESS
• Process mapping and analysis – identify bottlenecks, redundancies and inefficiencies • Best practices – compare with industry best practices and identify areas for improvements • Analyse resource allocation and usage data • Identify underutilised resources and suggest reallocation or reduction strategies • Leverage on CMMS to examine maintenance schedules, frequency and downtime records • Identify inefficiencies, redundancies and potential improvement areas • Cost breakdown analysis – detailed cost breakdown for services and materials • Benchmarking with market rates or with other similar contracts • Identify areas where cost reductions or renegotiations are feasible
Operational Process
Resource Calibration
Maintenance Regime Optimisation
Cost Reasonableness
IMPLEMENTATION STAGE Action Plan Development
PROCESS
• Create a detailed action plan with responsibilities, timelines, and measurable outcomes for each prioritised improvement.
• Progress tracking, updates and feedback loop closure through regular vendor meetings
Monitoring and Evaluation
• Performance assessment – evaluate impact of implemented changes • Documentation – prepare reports summarising findings and achieved outcomes • Presentation to relevant stakeholders • Post review analysis to measure long-term impact • Document lessons learnt and incorporate into future review cycles
Review and Reporting
Continuous Improvement
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LIST OF PROPOSED SUBCONTRACTORS
SERVICE / TRADE
SUBCONTRACTOR
CEPAS
ASCAN Marketing Services Pte Ltd
Civil & Structure
Seng Foo Building Construction Pte Ltd
Cleaning (Land) & Waste Management
Sergent Services Pte Ltd
Cleaning (Marine)
Chye Thiam Maintenance Pte Ltd
DECAM
Certis Technology (Singapore) Pte Ltd
Fire Alarm
Acclaim Systems Pte Ltd
Intercom
Securitas Electronic Security Singapore Pte Ltd
Irrigation System
Advanced Tech Irrigation Golf Pte Ltd
Landscape Maintenance
Toh Chin Leong Construction Pte Ltd
CA M&E Engineering Pte Ltd / Schindler Lifts (Singapore) Pte Ltd
Lifts
Mosquito Magnet
Gasafe Concorde Engineering Pte Ltd
Pest Control
X-Terminate Pte Ltd
Pontoons & Gangways
Bee Sin Shipyard Pte Ltd
Pumping system, sluice gates, lockgates
Sanli M&E Engineering Pte Ltd
Security Services
Henderson Security Services Pte Ltd
Sewer System
Lian Shing Construction Co Pte Ltd
Shuttle Bus Service
Tong Tar Transport Service Pte Ltd
Signages
Fuji Signcrafts Industries Pte Ltd
Water Features
Modern Pools Singapore Pte Ltd
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