Sentosa Cove

GOVERNANCE CADENCE

C&W ATTENDEES

• Annual Operational Reviews: Review overall health of partnership, review and set go forward strategy, and review desired outcomes alongside go forward strategy • Innovation Steering: Identify, Ideate and Review potential projects for implementation

An avenue to measure

Executive Oversight

Leadership & Management Senior Executives from both parties ANNUALLY

performance and drive continuous improvement.

Account Director

Senior FM / FM

• Quarterly Business Reviews: Review performance against Client’s Desired Outcomes, incentives, trends, and strategy; discuss risks and challenges; set path forward • Innovation Steering: Review, approve, and fund innovation business plans; identify new opportunities

Reports on the account's financial performance, overall operational performance as part of the reviews

QUARTERLY Leadership & Management Senior Executives from both parties

Account Director

Senior FM / FM

MONTHLY Joint Operations (Managers & Superintending Officers)

• Review performance against Desired Outcomes, review customer experience, identify gaps and agree to actions. Review to identify current status and path to savings and value

Senior FM / FM

Track KPIs and performance

Key Subcontractors

Ideal framework for a long standing and collaborative relationship

DAILY Operational Management (Peers from both parties)

Operations Team

• Day-to-day operational needs of the business, day to-day multi-supplier alignment • Real time updates logged in CMMS platform

BOTTOM-UP REPORTING AND MANAGEMENT

Term Contractors

Weekly Operational Service Meetings will be site-based and discuss safety, processes and procedures, site issues, progress of maintenance programs and identification of any scheduled works or programs for the next week. Subcontractors will attend weekly meetings where required to review their performance, mitigate arising issues and share solutions. ‘Innovate to Delivering Excellence’ will be the core of our service culture for this IFM contract, thus we will take a customer focused view of service delivery. Through analysis and evaluation of data from customer satisfaction surveys and KPI scores, together with feedback from key stakeholders, we will constantly incorporate what Sentosa Cove’s users and management think about the services provided, giving us crucial insight that acts as a real driver for improvement. Through training, meetings and briefings, it will be the responsibility of the site managers and HQ leaders to ensure that our integrated IFM team, including subcontractors, are fully engaged in understanding the customer expectations as well as the task specific requirements of their role.

We envisage that the tiers will function as follows: The Annual Leadership Review will include senior representatives of your management team and C&W senior management leaders (Group Managing Director). This forum will review the service outcomes for the previous year, address major unresolved issues escalated from other tiers of the governance model and agree the strategic objectives for the next year as well as identify new opportunities for growth. One important aspect includes setting or reviewing safety performance indicators. Quarterly/Monthly Client Relationship Meetings will identify the progress against achievement of the quarter’s strategic objectives, review service performance outcomes, review standard operation procedure (SOP) for managing issues/complaints, and resolve any issues escalated from the operational tier of the governance model. This forum will review the strategic objectives for the next quarter as well as monitor overall contract health.

94

94