Sentosa Cove

OPERATING MODEL BREAKDOWN

IFM OPERATIONAL DELIVERY TEAMS

On-the-ground teams that help implement and execute all IFM related activities at the site level. They will serve as the point of contact for Sentosa Cove’s teams within their respective property. They consist of :

MOBILISATION & TRANSITION TEAM

CORE DELIVERY TEAM

A fully resourced team managing Sentosa Cove properties, centralising the management of various services delivered by experienced personnel selected for specific skillsets and knoweldge. They will ensure consistency of services delivery across all properties within Sentosa Cove.

Implement, coordinate and monitor transition milestones, working with key stakeholders and support teams to achieve and exceed mobilisation goals. Detailed transition plan can be found in ‘Section 6.2 - Mobilisation & Transition Plan’.

HQ SUPPORT

MOBILE TEAMS

Supporting the Account team and our delivery teams by providing enterprise level thought leadership. Our HQ support brings programs, tools, trends, and processes to our account level teams from a central hub in Singapore. The services and individuals will provide guidance and support to our teams on the Sentosa Cove account and input on strategy development, providing an on-call service. Sentosa Cove can expect a high level of consistent service as and when it is required, creating greater efficiency and cost savings. Our experts operate remotely and across multiple accounts — accumulating and disseminating best practices that will advance the services we provide to Sentosa Cove. The detailed roles and responsibilities of our HQ support team can be found in the next section.

Additional resources stationed offsite to support the core on-the-ground delivery teams, and coordinating varied support services and HQ expertise. As a core part of our services offering, they are trained to cover key personnel roles when required.

REMOTE OPERATIONS CENTRE

A 24/7 in-house contact centre support for helpdesk services leveraging on our CMMS platform for fault reporting and advanced telephony system to manage service requests and call volume. The ROC will also provide parallel operations support to the site team managing work orders and Planned Preventive Maintenance (PPM) schedule. The detailed fault reporting workflow can be found in ‘Section 6.3 - Incident Management & Fault Reporting’.

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