Technical Facility Management (TFM) Services Helpdesk and Maintenance Reporting

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1 Technical (TFM) Services Helpdesk and Maintenance Reporting Viorel Radu Bucharest, 27 of March March

2 Technical Services Overview helpdesk and maintenance plan Helpdesk in brief Helpdesk - reporting chain Helpdesk - technical solution Helpdesk reporting tool Helpdesk - definitions of Performance Report Maintenance program in brief Maintenance Program maintenance plan (example) Maintenance program-reporting tool 27 March

3 Technical Services Maintenance program in brief Maintenance Program: The check lists for the maintenance program are administrated via our CAFM system The check lists are issued together with the order sheet for specific maintenance tasks After completion of the works the order sheets for specific maintenance tasks are reported in the CAFM system The CAFM system provides and guaranties a complete documentation of the maintenance activities Reports about all maintenances tasks may be provided via intranet links All tasks may be monitored by the Petrom Coordinator via our webbased reporting tool in real time The webbased reporting tool will provided information at your fingertips 27 March

4 Technical Services Helpdesk - reporting chain In case of a fault the following reporting chain is scheduled: Breakdown Completion confirmation Principal Tenant / Occupant Yes Normal Work Time Projectmanager Facility Hotline Facility Projectmanager Facility Service technician Facility On-Call Service on Standby Facility Completion confirmation On-Call Service Pool 27 March

5 Technical Services Helpdesk - technical solution This concept provides the basis to quick reaction times and a monitoring for helpdesk and maintenances issues based on a webbased helpdesk and reporting tool 27 March

6 Technical Services Help desk reporting tool Task Description Scheduled Realized ERW058- maintenance of main electrical cabinet ERW007- Electrical test grounding sockets Outdoor sockets ERW008- Door maintenance Main entrance ERW008- Maintenance Power generator ERW 0012-Boiler 1 Wiessmann type: Vitomax 200LW ERW Inspection Turbo chiller ERW Inspection Expansion tank ERW Inspection UPS Flexus FM10 ERW Inspection Reverse Osmoses station ERW Inspection Pumping station All maintenance issues are handled via the CAFM software and the results of each maintenance task fulfilled may be monitored by the CLIENT Facility Management Coordinator via the webbased reporting tool in real time 27 March

7 Technical Services Helpdesk - definitions of Performance Report Definition of failures Each failure shall be remedied as soon as possible, reaction times are the maximum time to begin at least a interim solution. TFM Issue T-3 HVAC systems T-4 Sanitary systems T-5 Electric systems T-7 T-8 T-9 Security / Safety systems Accidents Incidents Appearance of staff Major issues (examples) Dangerous damages caused by supplier, no service provided, system breakdown longer than remedy time or start of interim solution within time frame Dangerous damages caused by supplier, no service provided, system breakdown longer than remedy time Dangerous damages caused by supplier, no service provided, system breakdown longer than remedy time Dangerous damages caused by supplier, no service provided, system breakdown longer than remedy time Serious incident/accident in responsibility of supplier Serious disbehaviour of staff, unacceptable appearance Reaction time 8h 8h 4h 4h - - Minor issues (examples) No remedy minor problems no start of interim solution within time frame, improper maintenance No remedy minor problems no start of interim solution within time frame, improper maintenance No remedy minor problems no start of interim solution within time frame, improper maintenance No remedy minor problems no start of interim solution within time frame, improper maintenance Disregarding of HSEQ regulations by suppliers staff, improper equipment Disbehaviour of staff, improper appearance repeating Reaction time 8h 8h 8h 4h - - Equipment concerned as applicable *) Air Conditioning Units, Ventilation Systems, Heating Systems Water supply system, Sewage System Electrical Distribution Systems, UPS, Emergency Systems Fire Detection Systems, Security System The definitions of the performance report may be incorporated within the CAFM system and the webbased reporting tool 27 March

8 Technical Services Maintenance program in brief Maintenance Program: The check lists for the maintenance program are administrated via our CAFM system The check lists are issued together with the order sheet for specific maintenance tasks After completion of the works the order sheets for specific maintenance tasks are reported in the CAFM system The CAFM system provides and guaranties a complete documentation of the maintenance activities Reports about all maintenances tasks may be provided via intranet links All tasks may be monitored by the CLIENT Coordinator via our webbased reporting tool in real time The maintenance program and all checklists will be administrated via the CAFM system and the webbased reporting tool 27 March

9 Technical Services Maintenance Program maintenance plan Example maintenance plan: This maintenance plan may be provided to the Coordinator of the Client via an intranet link 27 March

10 Technical Services Maintenance Program reporting tool Task Description Scheduled Realized ERW058- maintenance of main electrical cabinet ERW008- Door maintenance ERW005- Maintenance Power generator ERW0017- Maintenance Turbo chiller ERW009- Maintenance Power transformer Transformer 2,5MVA/10kV/20kV fabr.;sea type TTR-C ERW0017- Maintenance Turbo chiller ERW0043- Boiler no 1 ERW0044- Boiler no 2 ERW0121- Gas engine no 1 ERW Gas engine no 2 All maintenance issues are handled via the CAFM software and the results of each maintenance task fulfilled may be monitored by the Facility Management Coordinator of the Client via the webbased reporting tool in real time 27 March

11 Last but not least I thank you for your attention and Viorel Radu Sales and Customer Support Sfintilor Street No.1, Ap.2 Sectro 2, Bucharest Tel Fax Mobil www. neatworkromania.ro I am pleased to answer your questions! 27 March

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