Sentosa Cove

6.4 Incident Management and Fault Reporting C&W's incident management and fault reporting process is a comprehensive system designed to ensure rapid and effective resolution of any issues that arise. Enabled by our ROC, which provides 24/7 service, the process begins with the immediate detection and logging of incidents or faults. The centre uses advanced monitoring technology to identify problems in real-time, ensuring swift action. Once an issue is detected, it is promptly reported to the relevant teams,

including our on-site staff and mobile units, who are dispatched as necessary to address and rectify the problem. Throughout this process, continuous communication is maintained with the client to keep them informed of the status and progress of the resolution. This seamless integration of technology and human expertise ensures minimal downtime and quick restoration of normal operations, reflecting our commitment to maintaining the highest standards of service.

FAULT REPORTING FRAMEWORK & INTEGRATION WITH CORE & SUPPORT TEAMS

24-hours Ground Response Plan A Fully Resourced Team to Manage FM Operations During And After Office Hours

PERFORMANCE IMPROVEMENT CLIENT SATISFACTION MANAGEMENT

PERFORMANCE MONITORING & MEASUREMENT VISUALISATION AND ANALYTICS

HELPDESK & REMOTE OPERATIONS CENTER (ROC)

Support team Float and mobile teams Training & retention

Command, Control & Communication

Helpdesk Onsite Core team manages fault reporting / service request During Office Hours

Helpdesk ROC ROC manages fault reporting / service request During & After Office Hours

CORE & SUPPORT TEAMS

Technical & asset mgt expertise Energy management expertise Technology & innovation Procurement management Finance system

Monitor data feeds Technical & administrative support Work order management

Contract governance Planned preventive and reactive maintenance Perform and monitor works and subcontractor management Inspection, audit & enforcement Long term infrastructure planning Customer satisfaction, user engagement Smart FM adoption

QUALITY CONTROLS HQ SUPPORT

Record, Escalate, Track, Update and Close-off Cases in CMMS Update Users

Emergency response Data collection and analysis

Quality management system Safety management system Internal & external audits Standard operating procedures Operational manuals Monitoring and diagnostic Reporting and analytics Customer satisfaction survey

Identify systematic issues and determine effective solutions Digital services management A.I analysis of historical data

Users log service request

OTD / FDD

SUPPLY CHAIN MANAGEMENT

CMMS, energy monitoring platform

Users receive timely updates on work status

Subcontractors perform and complete works

Helpdesk deploy works direct to suppliers (routine non-complex cases) Helpdesk deploy works direct to C&W team (non-routine complex cases)

Feedback to Helpdesk on work status / CMMS

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