Intelligent Precise Efficient

Transcription

1 Intelligent Precise Efficient Cleaning Parking Landscaping Lifeguard MEP Security CAFM MEP Rope Access Energy Management Call Centre CAFM Fit-Out Management Integrated Facility Management

2 CONCORDIA Company Profile Company Profile CONCORDIA Contents Executive Summary About Us Our History The Concordia Way Our Mission and Values Our People Health, Safety and Enviromental Corporate Responsibility International Quailty Standards Compliance Integrated Facilities Management Technical Services Soft Services Security Parking Managment Energy Management Facade Cleanng and Rope Access Services Technology as an Enabler for Efficiency Commercial Fit Out Management Villa Maintenance Commercial Services Value Added Services Page 05 Page 06 Page 08 Page 10 Page 12 Page 13 Page 14 Page 14 Page 15 Page 15 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page Concordiadubai.com Concordiadubai.com 03

3 CONCORDIA Company Profile 04 Concordiadubai.com

4 Company Profile CONCORDIA Executive Summary Concordia provides high quality integrated facility management services to over 20 million square feet of commercial and residential properties. Concordia also manages one of the largest pieces of privately owned interconnected infrastructure around the world. Our service delivery processes are built around accredited International Standard frameworks of ISO, BSI, BICSc, ANSI and ASHRI. This enables our dedicated 2000 strong team to consistently deliver high quality, value added services to our diverse range of customers. Members of Staff Towers serviced Making a difference everyday! Concordia currently service over 50 towers with our innovative methods, efficient processes and high quality operational delivery. We provide a full suite of in-house services including MEP, Fit-Out Management: Cleaning and Security, in addition to more specialised services such as Building Mobilisation, Rope Access and Parking Management. What sets us apart is our investment in people, advanced technical capability, training standards and dedicated support through our unique CAFM and first class customer service infrastructure ,000 Concordia services touch the lives of over 150,000 people every single day, 365 days a year. We see this as a privilege and our team works hard to ensure that Concordia makes a positive difference to every life that we touch. Concordiadubai.com 05

5 CONCORDIA Company Profile About Us Concordia is an output driven, customer focused, Integrated Facilities Management Company with proven track record of adding serious value to our customers business ecosystems. Concordia consistently go above and beyond the call of duty to support our customers by improving performance, efficiency and quality. We have earned a reputation for helping our customers increase the value of their buildings. Through our services we also help our clients to minimise energy impact on the environment for the benefit of society as a whole. Concordia is the industry leader with over 2,000 people managing more than 20,000,000 sqft of residential and commercial property, 24/7 365 days a year. Concordia deliver high quality services throughout Dubai. Our investment in people, superior technical capability and relevant skills set, use of dedicated systems and management supports sets us apart from our competitors. $20 million, energy savings $$$$$$$$$$$$$$ 2,000 employees 20,000,000 sqft of property managed 06 Concordiadubai.com

6 Company Profile CONCORDIA Intelligent - Precise - Efficient Intelligent Concordia s application of cutting edge technologies delivers volumes of quality management information. This provides Concordia with a unique analytical perspective which we use to deliver and continuously improve our services, giving our valued customers the most intelligent service solutions and delivery. Precise Our passion for accuracy enables Concordia to deliver consistent, high service delivery standards to all our customers. Precision is a critical part of our service delivery model for example, through the full adoption of mobile PPM PDA s we know, real time, when our technician s arrive at a job, what they did, what parts they used and when they left. Efficient Efficiency is driven and enabled by our intelligent and precise systems and our exceptional people. It is Concordia s duty to improve efficiency thereby adding value to our customer s business eco-systems. Our results speak for themselves to date our energy efficiency drives have saved our customers over $20,000,000. Concordiadubai.com 07

7 EQUALITY ASSURANCE MANAGEM CONCORDIA Company Profile 2015 Company Profile 2015 CONCORDIA Our History Completes PDA project 1st FM Company in MENA to deliverall PPMs through mobile devices Concordia reaches 1000 staff Signs 500th Office Contract Becomes Dubai s largest independent parking operator with over 65,000 bays Automated commerical drawing software managing 1,000+ clients per year Implemented Working Permit Management - reducing issuing time from 20-3 minutes Over 20,000,000 sqft of Assets under our management Achieves $20 million cumulative energy saving wins for clients 1st company to win and deliver energy management Concordia staff numbers cross the 2000 mark Launches Parking app - 1st FM Company to have MPOS Wins 50th Tower Branding & QR Coding for asset labelling introduced Concordia largest independent FM Provider in Business Bay Introduction of external security, lifeguard and landscaping services Implements EDA, reducing printing by 79% Manpower utilisation improved by 74% Launches Parking Management Services - covering 26,000 bays Achieves cumulative savings of AED 5 million for clients 1st Contract win in JAFZA Launches Rope Access Services Wins 10th Tower Delivers services outside JLT with contract wins: Business Bay, JAFZA, DIFC and Dubailand Signs 1st Office Contract Wins 1st Contract in Business Bay Launches in-house security and cleaning teams Wins 1st Commercial Tower. Implements Quality Standards first in MENA Region ISO 9001 NT ISO 9001 ENVIRONMENTAL MANAGEMENT ISO ISO OCCUPATIONAL HEALTH & SAFETY ISO ISO Born on 27 July 2007 Adds further Standards: ISO 9001, ISO 14001, OSHAS Started life with 20 highly skilled FM professionals with a desire to create something amazing State of the art maintenance standards: ASHEA, ANSi, BSi Implements CAFM System

8 CONCORDIA Company Profile Company Profile CONCORDIA Dubai: The Concordia Way Palm Jumeirah ARABIAN GULF Jebel Ali Dubai Marina Dubai Creek JLT Tecom Sheikh Zayed Road Jumeirah Park ABU DHABI Jumeirah Village Triangle Jumeirah Village Circle Business Bay Al Khail Road Media Production Zone Al Barari 10 Concordiadubai.com Concordiadubai.com 11

9 CONCORDIA Company Profile Passion Leadership For Teamwork Excellence People Mission and Values Mission Statement To be the leading integrated facilities management service provider for the Middle East recognised for: High quality Innovation Reliable and Efficient Service Dedicated Management and Support Resources Best Practice Business Processes. Our Values Concordia s passion for our people drives our services delivery and binds our 3 core values together. Teamwork The very best solutions come from our dedicated team working closely and openly with our colleagues, clients and key strategic partners. Effective teamwork requires strong and stable partnerships, respect, sharing and flexibility. Leadership At Concordia, our service leadership is defined by our courage, achievement and integrity. Our leadership inspires and motivates others to push the boundaries of what is possible. Excellence Delivering what we promise, when we promise it! Exceeding our clients expectations and consistently achieving excellence through our agility, innovation and best practice. Committed to supporting and adding value for our customers drives everything we do. Concordia: One team delivering consistently high standards of service excellence to over 150,000 people every single day 12 Concordiadubai.com

10 Company Profile CONCORDIA 5 Accomodation with gyms, laundry rooms, kitchens, recreational facilities and the largest outdoor cinema screen Facilities Investing in our people with opportunities for career progression for every staff member Investing in people 44 Rewards and Recognition Schemes. Valuing our people. Value 3 We are Concordia: Our People are our Business Building a great future Training programmes, tool box talks and fast track career management schemes Training 2 A company rich and diverse in cultures of over 40 countries, we invest in our people through training programmes such as: tool box talks, fast track career management schemes and other specialist courses. We recognise and reward contribution with Employee of the Month and Winning Business - Recognition & Reward Scheme - empowering all staff to get involved in the growth of the business and being recognised for their contribution. Staff from over 40 countries Diversity 1 We understand that channelling our resources effectively and harnessing the talents of our people not only achieves the organisation s goals but also creates an environment in which our people can grow and develop. It s about celebrating success! Concordiadubai.com 13

11 CONCORDIA Company Profile Health, Safety and Environmental Health and Safety is at the heart of everything we do. Concordia is proud to be ISO 9001, ISO and OSHAS certified. Our process, procedures, systems and continuous training ensures that our employees carry out their daily activities with the correct precautions and safety measures that implement not only best practice but also compliance with internationally recognized safety codes and standards. We conduct our operations through efficient use of materials and energy, with minimum waste and harm to the environment. We adopt an extensive inspection schedule with our strong HSEQ team, across all service areas, to ensure the safety of staff and customers alike. Our transparency results in potential risks being identified and resolved quickly. ENVIRONMENTAL MANAGEMENT ISO OHSAS Corporate Responsibility Concordia is committed to operating in a socially responsible manner. We follow a corporate governance standard that promotes integrity, transparency and accountability in order to protect and enhance Concordia s value to stakeholders and the long-term success of the company. Our integrity is crucial to our business. Concordia is committed to high standards of professional conduct, and of ethical and fair business dealings with our employees, stakeholders and third parties. Our Compliance Code and compliances structure adherence to our code of ethics. 14 Concordiadubai.com

12 Company Profile CONCORDIA International Quailty Standards Our service delivery processes are built around the accredited International Standard frameworks of ISO, BSI, BICSc, ANSI and ASHRI. This enables our extensive teams to consistently deliver high quality, high value services, adding value to our customers business eco-systems. ISO 9001 QUALITY ASSURANCE MANAGEMENT BICSc BICSc are the world leader for cleaning training and quality standards. ASHRAE American Society of Heating, Refrigerating and Air-Conditioning Engineers) we have used for HVAC System ASHREA are the lead quality benchmark for HVAC ANSI American National Standards Institutes is the world leader we have used for Civil works ISO ISO are the world leader for quality and environmental process standards BSI BSI (British Standards Institutions) is the world leader for service delivery quality standard pertaining to Electrical Systems. Compliance BUSINESS SCOPE SYSTEM INFORMATION AUDITORS POLICY CONTROL COMPLIANCE ACCESS STRATEGY RISK STANDARDS AUDIT MANAGEMENT BACKUP PROCESS RULES DATA SECURITY POLICY MEETING REPORT COMPUTER EXTERNAL ORGANIZATON REGULATIONS PENETRATION RECOVERY PASSWORD FINDINGS GOVERNANCE PRACTICES LAWS PROCEDURES CONTINUITY FINANCIAL Compliance of Community Rules is a unique and vital service that Concordia provides. The purpose of the Community Rules compliance team is to promote a comfortable safe living environment for all Community stakeholders and users. Concordia carries out this function through enforcement of Rules, Policies, Procedures and other related Controls as per UAE Laws, we firmly believe that enforcing community rules, not only promotes safe and healthy living, but also increases the value of assets within the community. As always Concordia leads from the front our team is proud to be the first private company to create and implement a management process for abandoned vehicles, as well as being the first and only provider of biodegradable dog wastebag stations in a Community. Our team continually finds innovative sustainable solutions that really make a difference to the large communities that we control. Concordiadubai.com 15

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14 Integrated Facility Management Services

15 CONCORDIA Company Profile Integrated Facilities Management The Concordia Way Concordia s integrated facilities management model is driven by our highly trained customer focused staff, innovative systems, international quality standards and a drive for excellence. Having Concordia as the one point of contact to manage your service requirements, improves efficiency, drives quality standards and reduces our clients operating costs. Our focused approach has saved our customers over USD $20,000,000 to date. Concordia provides integrated facilities management services to over 50 buildings, 20,000,000 sq feet of residential and commercial property assets, 500 offices, 40,000 parking bays, 3 lakes, Dubai s largest open park, and Villa communities. Concordia are on the cutting edge of integrated facilities management service delivery in Dubai. Our service delivery teams support each other by quickly sharing information and reporting observations and occurrences. Our exacting integrated service delivery is supported by the strong international benchmark service delivery framework standards of BICSc (The British Institute of Cleaning Science), ASHRAE (American Society of Heating, Refrigerating and Air- Conditioning Engineers), BSi (British Standards Institute) and ANSI (American National Standards Institute). Concordia also holds certification for : ISO 9001, ISO (International Standardisation Organisation) and OSHAS (Occupational Health & Safety Advisory Service). To ensure the highest service delivery standards, as well as the most efficient cost base, Concordia delivers as many services as possible in-house. This includes: Facilities management services Building handover services Commercial mobilisation services Energy management (including energy performance contracting) Specialist supplier management 24/7 Service Centre Computer Aided Facilities Management (CAFM) system On site Coordination and support Monitoring & Reporting Health, Safety and Environment (HSE) Support Parking Rope Access 18 Concordiadubai.com

16 Company Profile CONCORDIA Technical Services Delivering Short Term Solutions and Long Term Asset Value Our technical service delivery is aligned with strong international benchmark service delivery framework standards of ASHRAE, bsi and ANSI. Concordia s highly skilled team of engineers and technicians are supported by cutting edge technology that streamlines administration, reducing spare parts delivery time, thereby allowing them to spend more time maintaining and caring for our customers assets. Planned Preventative Maintenance (PPM) tasks, Reactive tasks and the ordering of spare parts, are all efficiently managed through our customised mobile GPS enabled Smart devices. Our approach improves transparency and efficiency, drives service standards, and delivers critical management information to our team and client at the touch of a button. Concordia technical services include: HVAC equipment Electrical Plumbing and Drainage Coordination with Specialist Subcontractors Specialised System Monitoring Co-ordination & Management Building Management System monitoring and operation Minor civil & building improvement Works Mobile Reactive Services 24/7 Concordiadubai.com 19

17 CONCORDIA Company Profile Soft Services Because First Impressions do Count! Concordia are proud to be one of the first BICSc (British Institute of Cleaning Sciences) accredited companies in the Middle East and ISO certified for quality management. We understand that appearances matter so work tirelessly towards keeping the properties that we manage shining! Concordia s high quality, targeted cleaning services enhances the aesthetic appearance of a building as well as protecting assets from aging quickly thereby ensuring a high quality, fresh experience, for all building users. Our highly trained and customer focused team, use the right materials, equipment and chemicals to preserve assets, realise cost efficiencies and provide a safe environment for all residents. We offer a comprehensive range of internal and external cleaning and hygiene services, including: Water Tank Cleaning Housekeeping duties Facade Cleaning External cleaning Car Park Cleaning Window cleaning Deep Clean Solutions Infrastructure cleaning Our attention to details means we get it right first time. 20 Concordiadubai.com

18 Company Profile CONCORDIA Security Services Concordia provides Security Services to residential and commercial developments ensuring safe secure communities and working environments for residents, employees and visitors alike. Carrying out structured and regular inspections along with risk assessments and audits to ensure our clients receive the ultimate care and have peace of mind. We advise on elements that need enhancement to improve operations and security for our clients. Concordia implement the best Processes and Practices in our security operation and are ISO compliant ISO 9001:2008 certification for Quality Management and OHSAS 18001:2007 certification for Health and Safety. Our multilingual security personnel undergo extensive training in all aspects of security, safety, communication and customer service to develop a complete understanding of the client s requirements and deliver the Concordia Standard. All guards are in full uniform with state of the art communication equipment. Our security services include: Security Services Concierge Services CCTV monitoring Services Segway Community Security & Patrolling Services Automobile Community Security & Patrolling Services Command and Control Centre Operations Lifeguards Our Security system includes high technical support and communications through radio and smart phone applications as well as the latest bar-coding and tracking technology to track guard movements, to ensure real time feeds and monitoring, providing immediate action in an emergency. Concordiadubai.com 21

19 CONCORDIA Company Profile Parking Management Services Concordia are the largest independent Parking Services operator in the MENA region. Dedicated and committed to the success of each and every aspect of your parking operation, you can be confident that we will support our customers with parking design, strategy and system implementation to help create efficient parking for residents, office workers and excellent financial returns for owners. Our services continually set the industry standard for excellence and consistently strive to provide exceptional service every time. Our Valet service is the first service experience your guests will encounter so make it memorable with Concordia. Currently Concordia Manage over 40,000 parking bays We issue 26,000 Parking passes Manage 400 Parking barriers Deliver Valet services Coordinate Enforcement Services (vehicle immobilisation and towing) Valet/Parking staff Our trained and dedicated staff enforce Parking Rules and Compliance and are all trained to City & Guilds standards. 22 Concordiadubai.com

20 Company Profile CONCORDIA Energy Management Services SMART PERFORMANCE GRIDS FLEXIBLE TECHNOLOGIES BUILDINGS EFFICIENCY SOLUTIONS COMPANIES RECYCLING CARBON EMISSIONS PARTNERSHIP DATA ENVIRONMENTAL Using our Energy to save yours Concordia was the 1st Middle East based FM Company to successfully implement and deliver an energy performance contract for a building. Concordia is the market leader for delivering sustainable efficiencies through our flexible integrated efficiency solutions service, because we understand that around 50% of a buildings operational cost comes from utilities, energy management has always been at the very heart of our operational service delivery. Working in partnership with our clients, we help to reduce operating costs and carbon emissions by investing, implementing, improving, refining and operating sustainable integrated solutions to a wide variety of assets and infrastructure across Dubai. In the last 4 years Concordia have: Saved our partners over $20 million through lower utility bills Reduced carbon emissions by over 1.4 million tonnes Implemented the largest recycling program in a private community. Concordia have the best track record of any FM provider in the field of energy management with our savings ranging between 20% - 65%. Through our unique flexible solutions network we enhance our partner s triple bottom line by improving economic, social and environmental targets and deliverables. Concordiadubai.com 23

21 CONCORDIA Company Profile Façade Cleaning and Rope Access Service Concordia s in-house, highly trained professional teams providing Rope Access and BMU cleaning services to some of the tallest buildings in Dubai and indeed the world. We pride ourselves on - Safe and efficient cleaning in extreme areas. Our staff are fully trained professionals and follow the strictest international safety standards and best practice, driven by our core values of understanding personal and collective safety. Our extensive bespoke assessments enable us to design highly efficient site-specific service delivery solutions. This enables Concordia to deliver, safe, professional, cost efficient solutions to our clients property assets. Some of the many benefits of using Rope Access over BMU are: Unobtrusive, cost effective access Reduction in man hours vs traditional BMU methods Equipment causing minimum disruption as can be installed and uninstalled quickly Greater flexibility Our Service offering : Cleaning of difficult areas by BMU and Rope Access Specialist installations - i.e. posters and signage, lighting Inspections Maintenance works - i.e. paint applications, cladding and glazing, electrical Construction - i.e. welding, repairs, security system installs 24 Concordiadubai.com

22 AT&T AT&T AT&T AT&T AT&T AT&T AT&T AT&T AT&T AT&T AT&T AT&T AT&T Company Profile CONCORDIA Technology as an Enabler Concordia are the only company in the middle east to use the following: a. PDA to manage the entire portfolio day to day activities in addition to our 24/7 365 days a year help desk b. Parking app integration with MPOS Machines c HSEQ & Fit Out online inspections d. Manage fully automated commercial drawing approvals of almost customers year on year with from 2 a day to 0 an year customer complaints. e. Fully Automated ERP for managing our Enterprise Resources across the board Leading the industry with our approach which is applied to Planned preventative maintenance scheduling, Reactive Tasks, utilities management, HSEQ tasks, Parking Bays Mngt, IMS (ISO certified), call center solution and has the following benefits for our customers. Our applications are catered to boost the functional performance with end to end automation Our mobile network will track our work effortlessly providing real time data for our customers Our technology enables us to reduce our operating costs Real time reporting of information through out our teams and direct to our customers Environment Friendly 100% reduction in paper 100% visibility on what we promise and what we deliver Help in creating new revenue streams Optimize consumption & costs across the sites we manage via forward planning made available Improved management information aiding decision making World class call center solution used to manage our Help Desk. We believe Integrity is doing right thing, even when no one is watching The Power of We Concordiadubai.com 25

23 CONCORDIA Company Profile Commercial Fit-Out Management Services On behalf of the building owner, Concordia has successfully managed the Fit-Out of over 6,000 office units within commercial and mixed use towers. Our detailed processes, procedures and bespoke software package, ensures that customers drawings are approved quickly and efficiently, contractors staff are aware of the building rules and operate safely at all times. Our mobilisation services includes: Developing a bespoke Building Fit-Out manual Building induction process for contractors Drawing management and approval Bespoke reporting software Day to day management of contractors Planned inspections Fit-Out completion inspection and sign off Our detailed, process and systems driven approach ensures the following: Asset protection Safe environment for contractors and inhabitants of the buildings Organised processes Efficient drawing approvals Rapid Fit-Out delivery Transparency and management information Excellent customer service The Concordia team take into account detailed aspects with our fully qualified team including engineering, floor loading, electric loading and plugging into the fire systems of the building. We ensure that tenants and unit owners within the buildings are in full compliance to maintain its integrity and protect its assets. Contractors and suppliers are provided with Fit-Out manuals and an induction for the specific building s requirements to ensure full compliance and safety measures are taken into account. Our team of professionals puts security measures in place to protect the building and its assets from damage during the fit out process. Our team provides workers with training for healthy, safety, environment and evacuation procedures to not only secure building occupants and their visitors but to ensure the safety of the work being carried out and the safety of the workers on site. Planned inspections are conducted to ensure compliance, prevent asset degradation and to minimise any damage to the premises or the building. We provide guidance to contractors, tenants and unit owners to pass every single stage of the process to increase the efficiency of the process and speed up the Fit-Out process. Our solutions are tried and tested with a rigorous processes that not only takes the aggravation away from our clients but also provides a great customer service to tenants and unit owners. 26 Concordiadubai.com

24 Company Profile CONCORDIA Villa Maintenance Concordia provide efficient and high quality villa maintenance services to homeowners and tenants throughout Dubai. Fast Response to: repair, maintain and resolve issues within your home. Our team of professionals are trained to world class international standards and operate in compliance with ISO 9001:2008 for quality management and OHSAS for Occupational Health and Safety. We understand that you have busy schedules; and therefore provide support to our customers through a quick and efficient service and a 24/7 call centre and service to support your needs. Our Villa Maintenance service packages provide flexible solutions at cost effective prices. Services available : AC unit servicing / repair Electrical inspection / repair Plumbing inspection / repair Water pumps, feature and motors Masonry & Carpentry Water Tank Cleaning Pest control Swimming Pool Cleaning & Maintenance Handyman Services Landscaping & Gardening External Window Cleaning Concordiadubai.com 27

25 CONCORDIA Company Profile Commercial Services Concordia provide high quality efficient support services to over 500 offices across Dubai. Our services include:: Office boys Porter services / Concierge Reception services General office support Cleaning Technical maintenance support. Lifeguard All operatives are highly trained, multi lingual and available when you need them. Our services allow our customers to reduce overheads and improve efficiency, giving them more time to focus on managing their core business activities. Concordia: Providing staff when you need them most! Parking Staff Office Boys Office Support Reception Services Porter Concierge Cleaning Technical Maintenance Support Lifeguard 28 Concordiadubai.com

26 Company Profile CONCORDIA Value Added Services ADVERTISING Revenue MUPIs Management Integrity Signage Rental Maintenance Billing EVENTS Permits Planning Family Sports Promotion Legal Entertainment Outdoor Cinema Advertising Concordia manages over 900 revenue generating advertising assets and spaces for clients. We provide maintenance, management and rental services to advertisers for residential and commercial communities. We take care of the entire process on behalf of our clients from managing signage integrity to rental of space and billing to collection. All our advertising services are in compliance with Dubai Municipality and local laws. With extensive experience in advertising and maximising a non-core revenue stream with minimal effort from our clients, Concordia specialises in managing: Lamp posts MUPI s (Mobile Urban Public Illumination) Signage Event Management We bring communities together and connect businesses with customers through recreational activities and events. Concordia provides extensive event management services for clients, managing the process from the necessary permits to providing support services and technical planning for the events. We adapt to the needs of the community and have extensive experience in successfully holding a variety of events varying from family and children s entertainment, sports and health activities to markets and outdoor cinemas. Our team provides the additional service of promoting and connecting our client s events with potential visitors on social media to keep them informed and encourage them to visit. We work very closely with government and private sectors to ensure that all permits, laws and legal requirements to hold events are fulfilled. Concordiadubai.com 29

27 Concordia DMCC 3rd Floor, Jewellery & Gemplex Building No 2, P. O. Box: , Dubai, United Arab Emirates. Tel: servicecentre@concordiadubai.com