IO Property Services Guide. Information on requesting Facility Management Services

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1 IO Property Services Guide Information on requesting Facility Management Services July

INTRODUCTION IO Property Services, or IO Property Services Line (IO PSL) is a province-wide, centrallymanaged operations centre that handles dayto-day facility management issues such as regular work

2 INTRODUCTION IO Property Services, or IO Property Services Line (IO PSL) is a province-wide, centrallymanaged operations centre that handles dayto-day facility management issues such as regular work order service requests; routine, scheduled maintenance, and facility emergencies for both owned and leased Provincial government properties. IO Property Services offers a bilingual service available to clients and tenants 24 hours a day, seven days a week. To access IO Property Services, clients and tenants can choose one of the following three options: 1. Web: This website is the preferred method to submit regular work order service requests, but should NOT be used for facility/property emergencies or urgent requests. 2. Phone: This contact number is the preferred method to report facility/property emergencies and can be used to make work order service requests iopropertyservices@cbre.com. This address can be used to submit regular work order service requests, but should NOT be used for facility/property emergencies or urgent requests. 2

3 FACILITIES MANAGEMENT The IO Property Services Facility Management Team is responsible for the clean, comfortable and cost-effective operation of all existing IO managed facilities. This includes liaising with the landlord where the landlord is responsible for these duties. IO Property Services performs facility management services across the province of Ontario. Depending on the nature of your facility agreement, the IO Property Services Facility Management Team is responsible for: Heating, Ventilation and Air Conditioning Janitorial Services Repairs/Maintenance Fire and Life Safety Systems Electrical Systems Elevators & Escalators Plumbing Services Pest Control Landscaping / Snow Removal Lighting Structural Repairs Recycling Trash Removal / Shredding Signage Security Equipment Maintenance Parking Lot Maintenance In addition, the IO Property Services Facility Management Team can assist you with other facility management needs and redirect you as necessary, when required for: Small Projects (repairs, replacements and small improvements) up to $100,000 in value Space Planning Moves/Add/Change Coordination Landlord Liaison Property Health, Safety, Security and Environment Enquiries Utilities Management 3

4 IO PROPERTY SERVICES The centrally-managed IO Property Services Line (IO PSL) services all of Ontario and is available 24 hours a day, seven days a week. IO Property Services is staffed by a team of highly qualified Customer Service Representatives (CSRs), who have been trained to answer IO maintenance requests made to the PSL. For regular work order service requests, please access the Client Request System at For urgent or emergency requests, CSRs can be reached by calling the IO PSL at When your call is placed, you will be connected to a CSR who will: Assist in handling the urgent or emergency situation Understand the problem and help define the specifics of the problem Provide you with a work order number so you can track the progress of the service request Handle all follow-up concerns related to the work to ensure that it has been completed to your satisfaction To improve response time in the event of an urgent or emergency situation: Please have your region, building address, building name, ministry and address available for the CSR prior to calling Please be prepared to explain the details of your request to the CSR. This will help the CSR handle your request more effectively and efficiently. 4

5 FREQUENTLY ASKED QUESTIONS How do I initiate a service request? 1. Web: This website can be used to submit work order requests, but should NOT be used for property emergencies or urgent requests. 2. Phone: This contact number can be used to initiate work order requests and/or report property emergencies iopropertyservices@cbre.com. This address can be used to submit work order requests, but should NOT be used for property emergencies or urgent requests. Which method should I use to place my service request? If your service request is of an urgent nature and requires immediate attention, you must contact IO Property Services directly via phone. If your request is not an emergency, please submit your request via web. Once I place my request, how will I know the work is being done? Each request is entered into ServiceInsight, the work order management system that assigns and tracks the work to be done. Each request is prioritized based on the urgency, then dispatched directly to a technician (or to a qualified vendor) assigned to your facility. Users can track the status of requests online via What happens in the case of an emergency? In the event that an emergency has affected the health or caused injury to someone, please dial 911. IO Property Services defines a property emergency as one that has the potential to cause significant damage to the property or affect the health or safety of one or more individuals. In case of a property emergency, please call the IO PSL to place a service request. The CSR will dispatch the work order and place a call to the facility manager, as well as the assigned technician or vendor. Why contact IO Property Services instead of the technician? ing, speaking in person or calling the facility manager or technician is not foolproof. Communication through IO Property Services will ensure that an electronic request is recorded and initiated, transmitted to the appropriate service providers, and responded to within the designated timeframe. The use of the IO PSL ensures accountability as all work orders are tracked from initiation through completion. 5

6 CLIENT REQUEST SYSTEM The Client Request System (CRS) is an easy-to-use online work order tool that ministry occupants/tenants can use to create and track service requests for building maintenance issues. The CRS replaces the need to or call the IO PSL for non-emergency issues by allowing employees to submit their request online, from any location that has an internet connection. When should you use the CRS? The CRS can be used to place work orders for non-emergency facilities issues, such as: General notifications and/or facility related issues and concerns Too hot / Too cold Cleaning Landscaping Elevator Repairs When should you not use the CRS? The CRS should NOT be used to place work orders for emergencies and urgent issues, such as: Life safety concerns Alarms sounding Power outages Floods or major leaks Fire / Smoke Service Standards Priority Codes: Priority codes (see Tables A and B on the following page) are used by IO Property Services in the dispatch of each work request and are integral to the work management system used by the IO PSL. The nature of the service request, along with the pre-determined assigned priority code will typically define the response requirement of the CBRE Facility Manager, CBRE vendor or CBRE technician. In cases where the circumstance is determined to be a true urgent or emergency issue, please call the IO PSL versus using electronic options of web or and identify the issue as being urgent or an emergency. 6

7 CLIENT REQUEST SYSTEM Table A Priority Code Priority Name Response Time (Hrs) E1 Emergency 0.5 to 1.0 (in person) P1 Urgent 0.5 to 1.5 (in person) P2 Priority 2.0 P3 Routine 9.0 P4 Regular 9.0 P5 Scheduled Work NA Table B Problem Major flood (e.g. water main break) Major power failure (entire building or site) Building fire alarm activation Suspicious package or person Elevator stuck, no entrapment Snow clearing, building entrances and de-icing Plumbing, Repair and Maintenance Parking lot repairs (patching, line painting) Cleaning such as upholstery spot cleaning Work specifically planned or scheduled Priority Code E1 E1 P1 P1 P2 P2 P3 P3 P4 P5 7

CLIENT REQUEST SYSTEM WEB ACCESS The following are brief instructions on how to use the CRS. Additional instructions can be found on each CRS screen.

8 CLIENT REQUEST SYSTEM WEB ACCESS The following are brief instructions on how to use the CRS. Additional instructions can be found on each CRS screen. First-Time User Registration To register, click on the New Registration link on the log-in page A valid client address is required to register and use the CRS Enter the address and click the New User Registration button If a profile has already been created for the user (a profile may already exist in the system if a service request was phoned in prior to using the CRS), a message Unable to register because the address you entered is already on file will be displayed, prompting the user to contact the IO PSL. 8

CLIENT REQUEST SYSTEM WEB ACCESS Continued Complete the New User Registration form, providing the user s name, phone number and required location information

user logs in for the first time. Registration requests are normally approved within 24 hours.

9 CLIENT REQUEST SYSTEM WEB ACCESS Continued Complete the New User Registration form, providing the user s name, phone number and required location information Log-in credentials will be reviewed by the IO PSL and when accepted, an will be sent to the user with a temporary password that should be changed when the user logs in for the first time. Registration requests are normally approved within 24 hours. Please note that, for security purposes, passwords will expire every 90 days A valid password format includes at least six characters, no white space, one number, one lower case and one upper case letter, and one special character (!@#$%^&+) 9

CLIENT REQUEST SYSTEM - WEB ACCESS Continued Create Service Request (Work Order) Click on the Create Service Request tab from the menu at the top of the page Select the type of

If this is not the user s first time placing a service request, then the form will automatically prepopulate with the location of the previous problem.

10 CLIENT REQUEST SYSTEM - WEB ACCESS Continued Create Service Request (Work Order) Click on the Create Service Request tab from the menu at the top of the page Select the type of request Facility Maintenance Request Select the location (Region/City, Building Address, Floor, Room) of the problem or where the service should be performed. If this is not the user s first time placing a service request, then the form will automatically prepopulate with the location of the previous problem. Please confirm that the location is correct or modify if required. Use the Location within Room field to provide additional details about where the problem is required (e.g. a specific office [Karen s office] or part of the floor [NW Side]). 10

CLIENT REQUEST SYSTEM - WEB ACCESS Continued Select the category of the

your selection for Equipment Group, the drop down menu beside Equipment

appropriate one A list of problem codes for service will display based

11 CLIENT REQUEST SYSTEM - WEB ACCESS Continued Select the category of the service required from the drop down menu beside Equipment Group Based on your selection for Equipment Group, the drop down menu beside Equipment SubGroup will display the type of service required select the appropriate one A list of problem codes for service will display based on your selections above please choose the appropriate code for the service required. 11

CLIENT REQUEST SYSTEM - WEB ACCESS Continued Enter the details of the service that is required in the Description of request field Hit Create to submit the work order After submitting the request, a

12 CLIENT REQUEST SYSTEM - WEB ACCESS Continued Enter the details of the service that is required in the Description of request field Hit Create to submit the work order After submitting the request, a confirmation screen will provide the user with the work order number The work order will automatically dispatch to the appropriate CBRE Facility Manager, CBRE vendor or CBRE technician for the work to be assessed and performed The requestor will receive an notification containing the information of their work order 12

13 CLIENT REQUEST SYSTEM - WEB ACCESS Continued The table below lists all the available options for Equipment Group, Equipment SubGroup and Problem Code Equipment Group Equipment SubGroup Problem Code Environmental/Fire/Health/Safety Air Quality General Office Services General Office Services Grounds and Parking Grounds and Parking Grounds and Parking Janitorial Janitorial Conference Room Conference Room Landscaping Landscaping Parking Lot Recycling & Waste Recycling & Waste Smell/Odour in Air - General Conference Room-Audio Visual - Repair/Replace Conference Room - Meeting Set-up Grounds Landscaping - General Grounds/Landscaping - Weed Control Walkways/Parking Lot/Drive - General Recycling - Empty or Replace Bin Waste - Waste or Garbage Removal Janitorial Cleaning Cleaning - Carpet or Floors Janitorial Cleaning Floor Mats - Clean/Replace Janitorial Cleaning Janitorial - General Janitorial Cleaning Graffiti Removal Janitorial Cleaning Cleaning - Restroom Janitorial Cleaning Cleaning - Upholstery Janitorial Cleaning Cleaning - Windows Doors Doors - Repair/Replace 13

14 CLIENT REQUEST SYSTEM - WEB ACCESS Continued Equipment Group Equipment SubGroup Problem Code Elevators Elevator - Repair Elevators Escalator/Moving Sidewalks - Repair Elevators Chair Lift - Repair Elevators Elevator - Light - Repair/Replace Exterior Repair Exterior Repair - Other Exterior Repair Flag/Flag Equipment - Repair/Replace HVAC HVAC - Adjust Air Flow HVAC HVAC - Too Cold HVAC HVAC - Too Hot Interior Repair Interior Repair - Other Lighting Lighting Lighting Emergency Exit/Lighting - Repair/Replace Exterior Lights - Repair/Replace Interior Lights - Repair/Replace Plumbing Drinking Fountain - Repair Security Plumbing Signs Signs Signs Card Reader Plumbing Fixtures - Repair/Replace Exterior Signage - Repair/Replace Interior Signage - Directory Board Interior Signage - Repair or Replace Card Access - Request/Change Access 14

CLIENT REQUEST SYSTEM - WEB ACCESS Continued To View Service Request History (Work Order

page Use Service Request History to review requests that have already been placed by the

summary of all service requests To obtain additional details about a specific Service

15 CLIENT REQUEST SYSTEM - WEB ACCESS Continued To View Service Request History (Work Order History by User) Click on the Service Request History tab from the menu on the top of the page Use Service Request History to review requests that have already been placed by the user Use the drop-down menus to select the dates to search The system will return a brief summary of all service requests To obtain additional details about a specific Service Request, click on the work order number (blue link) to open the View Work Order Detail screen 15

the details The user can view a brief summary of the work order and status Further inquiries

16 CLIENT REQUEST SYSTEM - WEB ACCESS Continued View Service Request (View Work Order) Click on the View Service Request tab from the menu on the top of the page Enter the work order number to view the details The user can view a brief summary of the work order and status Further inquiries concerning the status of a work order should be directed to the IO Property Services Line at

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