Sentosa Cove

FAULT REPORTING WORKFLOW

COMMUNICATION CHANNELS

24/7 FACILITIES MANAGEMENT HELPDESK / ROC

OUTPUTS

KPI & SLA management Work order data Performance monitoring Visualisation & analysis FM reporting

FM team coordinates, inspect, verifies, identify priority level & response time

SERVICE REQUEST INITIATED

Log case details in CMMS

Update case details in CMMS

TRIGGERS FROM VARIOUS SYSTEMS

Work order dispatched

Building Systems

Major Works (complex cases) For major repairs / replacement, [ClientName] approves work prior to work commencement

Deploy works to subcons (routine non-complex cases)

Deploy works to C&W team (non-routine complex cases)

NHB Systems

3rd Party Systems

IoTs & Others

Sentosa Cove’s properties. The SFM and FM will oversee the overall fault reporting and service request function of the contract. They will coordinate closely with the ROC to integrate Sentosa Cove’s workflows, standard operating procedures, escalation process and KPIs to standardise the helpdesk operations.

Subcon rectifies and completes work

Subcon informs C&W of action taken

C&W Services verifies work done and updates Users accordingly

Update & close case in CMMS

PROPOSED REPORTING AND RESOURCE STRUCTURE FOR FAULT REPORTING

SFM / FM

DURING OFFICE HOURS

DURING & AFTER OFFICE HOURS

HELPDESK ONSITE Core team manages fault reporting / service request

HELPDESK OFFSITE ROC manages fault reporting / service request

CORE TEAM

ROC SHARED RESOURCE

Account Management ROC Director

• Properties are clustered and managed by specific teams • Each team will be responsible for managing fault reporting and service request from users

24/7 Admin & Helpdesk Services

Technical Support Team

RECORD, ESCALATE, TRACK, UPDATE AND CLOSE-OFF CASES IN CMMS

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