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.

  • 01

    Vendor prequalification

    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.

  • 02


    An operational calendar is planned ahead and carried out based on the nature of work, scale of job and community, resident occupancy, risks and triggers, drills and training.

  • 03

    Technology in operations

    Our maintenance management software is used by site teams, service providers and technical teams to appoint jobs and gain technician visibility, location, workload, real-time work orders and photos.

  • 04

    Community improvements

    Triggered by lifecycle analysis of assets, improvement/addition of facilities based on feedback, technology/sustainability advances or changes in statutory requirements.

  • 05

    Project management

    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.


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.

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