OPERATIONS MANAGEMENT Our projects are intended to create convenience for our residents and delight them, enhance our existing facilities and reduce costs. The decision to embark on a project is dependent on the community’s financial capability and funds available in its sinking fund (capital reserve fund). In addition, every project is pre-evaluated based on the benefit to customers and community, cost benefits, reduction in maintenance and breakdowns, reduction in utilization of physical resources and time spent and return on investment.
Facilities management is outsourced to service providers - evaluated for their technical, legal and financial standing in the market. Specific Project Output Requirements (POR) are then shared.
An operational calendar is planned ahead and carried out based on the nature of the work, scale of job and community, resident occupancy, risks and triggers, drills and training.
Our maintenance management software is used by site teams, service providers and technical teams to appoint jobs and gain technical visibility, location, workload, real-time work orders and photos.
Triggered by lifecycle analysis of assets, improvement/addition of facilities based on feedback, technology/sustainability advances or changes in statutory requirements.
We undertake large-scale projects and coordinate with respective authorities to shape governing laws and regulations, structure and fulfill community operations in line with our standards.
– Maintain, operate property common areas, facilities and assets in line with industry standards.
– Inspect, audit and perform conditional assessments of all community features.
– Design, develop and maintain asset lifecycle plans for plants and equipment longevity.
– Recommend and implement improvement/replacement/refurbishment projects.
– Community transition services between developer and owners for common areas.
– Crisis management and emergency management.
– Advise and administer insurance coverage and policies.
– Procure services, materials and resources for professional community management.
– Develop and monitor maintenance performance based on manufacturers’ recommendations, internal standards
– Manage (macro and micro) performance of service providers engaged for day to day operations and project management of the communities.
– Prepare and execute strategic and tactical plans to optimize (and reduce) costs, utilities consumption, environmental impacts, health and safety matters in the communities.
– Ensure regulatory compliance.
Based on the nature of the community, every activity and schedule is determined by area and equipment. Internal factors such as community design, construction quality and materials used, SPA with customers, number of amenities, units and residents, service provider, time and motion studies and community structure determine typical activities such as below:
– Window cleaning, deep cleaning, general cleaning and litter picking
– Pest control and landscaping
– Third party certification of elevators, BMUs
– Generator load test, elevator maintenance
– Air conditioning, CBS and BMU maintenance
– Firefighting and fire control systems
IFM service providers are selected through a rigorous tendering and evaluation process for their technical capabilities, service delivery methodology, use of technology and innovation. These include:
– Planned preventive maintenance
– Emergency and reactive maintenance
– Building fabric maintenance; civil and infrastructure maintenance
– Essential services and statutory compliance requirements
– Water quality and treatment
– General cleaning services; waste collection and disposal
– Concierge services; swimming pool and lifeguarding services
In coordination with industry experts including government, fire, police, armed forces and emergency response officials, commissioners, policy makers and strategists, we ensure:
– Robust planning and preparedness programs.
– Adequate medical response, critical fire and life safety prevention systems and equipment.
– Continuity and resiliency at major properties.
– Effective public communications during and following any incidents or crises.
– Effective coordination with local municipal response authorities, other building management companies and third-party building owners.
– We follow an Enterprise Risk Management (ERM) process that is a coordinated and consistently applied strategy for collection, governance, risk and compliance related activities to manage all risks related to financial, strategic, regulatory, operations and customer related objectives.
– ERM facilitates the embedding of risk management practices into day-to-day business and strategic decision-making processes.
– All risks are identified and defined in a ‘Risk Universe’ document, that evolves in line with business objectives to expand, contract or diverse the organization.
Service provider performance management is carried out with predefined SLAs and KPIs, PRS modules to evaluate all outputs (reactive and PPMs), ICMS site inspection modules, site inspections, walk throughs and periodic meetings.
SFG20, BICS, ASHRAE, PAS55, NFPA, IFMA, ISO are international standards governing our community operations.
We also abide by local statutory requirements by Dubai Municipality, DEWA, Dubai Civil Defense, Sira and TRA.
There are no municipal services provided by local authorities inside Emaar communities and are delivered by ECM.
