step change in improving fm service delivery through new ... · required guidelines. a particular...

Step Change in Improving FM Service

Delivery through new JLL Management

Information System (MIS) and Helpdesk

provided by Elogbooks

i-FM Technology Awards 2017 – JLL Submission

COPYRIGHT © JONES LANG LASALLE IP, INC. 2016. All Rights Reserved

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Contents

1 Introduction ........................................................................................................................................................... 2 2 Need Within The Marketplace ........................................................................................................................... 3 3 Business Drivers For The MIS System ................................................................................................... 4 4 Process To Create The Specfic Solution ................................................................................................ 5 5 How Team Worked Together To Deliver The System ............................................................................. 7 6 Financial Model ..................................................................................................................................... 10 7 Elogbooks System ............................................................................................................................................. 12 8 Advantages Realised For FM Site Managers, Suppliers & Management ............................................. 20 9 Benefits To JLL Clients & Customers ................................................................................................... 21 10 The Future .......................................................................................................................................................... 22

Appendices

Please follow invitation to the JLL Box in order to access.



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1 Introduction

JLL is a financial and professional services firm specializing in commercial real estate services and investment management. We create value for companies and institutions that invest in and use real estate. With 60,000 employees across 280 corporate offices worldwide, we serve the local, regional and global real estate needs of corporates and investors in more than 80 countries. Our integrated services offering is grounded in expertise in all property types, a deep understanding of real estate markets and capital markets, and is coordinated and consistent across geographies. Within the UK the JLL Property and Asset Management (PAM) business has over 1,700 fully managed buildings that require various levels of FM service provision that currently include M&E maintenance, Security, Cleaning, Grounds Maintenance, Fabric, Vertical Transportation (VT) and Waste. The services provided by the suppliers are both on a reactive, planned maintenance and periodic works basis. The JLL PAM Procurement team completed a regional tendering exercise in 2015 for FM service contracts the managed portfolio which has an annual spend of over £265M. A key differentiator of the FM new service contracts was the inclusion of the ‘management information system’ to cover planned activities through a CAFM (Computer Aided Facilities Management) system which was to have an integrated and dedicated JLL Helpdesk service. The JLL Helpdesk service covers over 4,000 properties within the PAM property portfolio as it includes FRI (Full Repair and Insurance) properties where FM services are not provided but may require ad-hoc reactive repairs. The following vision statement encapsulates the project aim to deliver the new service provision.

“To implement an integrated FM related Help Desk and Management

Information System (“MIS”) that delivers accurate, meaningful and timely

information, provides efficiency in the management of the JLL appointed

supply chain, enhances the Client service through improved service and

reporting, and is the tool that collates the KPI’s to drive the supplier

Performance Management System (“PMS”), thus meeting a key deliverable

of the SSEA (Service Sustainability Excellence Advantage) Change Supplier

Engagement Project”.



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2 Need Within The Marketplace

The delivery of FM services, by its very nature, generates significant amounts of detailed information and data during the planning and successful completion of activities undertaken. During a planned or reactive task the production, recording and storing of information is needed to support the Financial, H&S, Sustainability, Engineering Risk Management, Security and comfort for both the building occupants and the asset value for the building owner or investor. Hundreds and thousands of service activities are recorded are on worksheets, reports and certificates from multiple service providers to confirm their completion, compliance against regulations or standards and also to raise any issues that need further or additional work for each property. This is magnified when working with multiple properties and multiple portfolios which generates increasingly complexity with different clients, service delivery standards, supplier base etc. An enormous administration burden is created on all FM Site Managers and FM Suppliers which is a massive challenge to manage and control effectively. At site level this has required organised folders and systems to allow information to be easily stored for future reference. The information is subject to the local team and how they administer the information in relation to required guidelines. A particular issue with site documentation, putting aside incorrect filing, is that documents and folders are often temporarily borrowed or moved to a different case and even lost. Storing of electronic soft copies on PC and shared drives has helped to minimise these issues. However, as with hard copies on site, soft copy versions are often compromised through change of personnel, reliability of IT hardware, along with the challenge of finding specific information across multiple shared drives or in how the files are stored within folders. Helpdesk reporting data has been available to varying levels of detail, however one of the main issues has been the need to go through the Helpdesk service provider which has been cumbersome in terms of time to obtain the report that is actually needed. Equally to have the data combined across properties has been difficult to identify supplier trends or performance across a client’s portfolio of properties. KPI’s form the foundation of supplier management and is the platform for supplier performance at both site and portfolio level. Use of excel spreadsheets and company shared drives have typically been used for obtaining and storing information which have been difficult to manage with issues around both FM Site Managers and suppliers for easy access and ensuring a consistent approach. Often the outputs from the systems are compromised because of incomplete information which also detracts from the usefulness and importance in the pursuit of improving service delivery. In our ever increasing digital world, where instant social media and messaging apps, people now accustomed to see great quantities and varieties of information at their fingertips very quickly and often in real time. This level of information is now not seen only an expectation, but as a demand from tenants who want to know any issues that are affecting the safety, comfort and productivity of their staff and when it is to be resolved! Larger properties have tended to have and benefit from ‘computer aided facilities management’ (CAFM) systems for PPM planning, production of quotes, storage of documentation etc. However, smaller properties which do not have resident or static FM supplier staff on site are unlikely to have any CAFM system in place. Even with larger sites the CAFM systems have tended to be owned and managed by the supplier and therefore the information is limited by the supplier’s knowledge and control of their information. Hence, significant numbers of online computerised systems are often not in place or subject are subject to the controls of the suppliers.



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3 Business Drivers For The MIS System In line with the PAM’s project vision statement there were a number of drivers for JLL to have a service and system that enhanced the new FM service contracts with the specific aim to deliver market leading FM delivery standards. The basis for this would be through greater transparency, monitoring, data availability, analytics, fact based decision making and reporting. JLL’s Management Information System needed to be a..

Robust Help Desk service linked to a reporting capabilitythat provide meaningful management information to aidcontinuous improvement.

Single source of facilities service delivery related data thatincluded Asset Registers; Condition Reports; PlannedPreventive Maintenance (PPM) planners; service recordsand certification related to the services.

Robust real-time management reporting to the Central FMand Surveying Management teams.

Robust and auditable conduit for liaison with the JLLappointed FM Services supply chain.



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4 Process To Create The Specific Solution As highlighted previously the key differentiator of the FM new service contracts was the inclusion of the management information system to cover planned activities through a CAFM type system which was to have an integrated and dedicated JLL Helpdesk service. JLL has a significant portfolio of over 4,000 properties across the whole UK and wide variety of property types which include offices, shopping centres, retail, through to industrial and residential properties. This combined with eight significant stakeholder streams which include Site Managers, FM Operations, Engineering, Procurement, H&S, Sustainability, Management Surveyors and Client Directors within JLL required the need for a robust and thorough review of the marketplace and piloting of a number of sites prior to making the final decision. For software systems, their development and ongoing support, such as the intended JLL ‘Management Information System’, fits within the JLL approach to an outsourced model for specialist providers who have the experience, knowledge, structure and extended resources to implement a working solution from the start combined with ongoing proactive development. JLL took an industry review of the marketplace for CAFM systems and Helpdesk services to ascertain the strongest candidates that could provide the scope and depth of service and systems to the JLL portfolio. In the end we selected two providers who piloted their CAFM systems. For continuity JLL were still using the existing Helpdesk which did mean a section of the system was not being utilised, however service delivery to existing buildings and tenants was essential. Both the Elogbooks system were trailed for a period of over 3 months so that feedback could be obtained from both the suppliers and the Site Managers. A technical and financial review was undertaken by the service providers’ proposals, which was combined with a feedback review of the users of the system. Elogbooks were selected as the successful provider as have the best system, management and operational structures and resources, along with the most convincing in regard to ongoing and future system developments whilst providing the best value for money offering. In contract, the other offering would have needed a separate Helpdesk set which was also seen as weak link in the chain.

Section 5 of the submission shows the project teams that were set up from inception to transferring over the helpdesk to the new JLL helpdesk, mobilisation of FM suppliers for their PPM and planned activities schedules, and ongoing operations and future developments. An important aspect for JLL of the new system was for it to integrate with existing JLL systems, provided by others. This would provide a number of benefits including reduction of double handling and reducing unnecessary management time whilst improve risk management and FM service delivery. In this way the FM Site Managers, FM suppliers, tenants and higher JLL management teams would all share the improvements. Integration with the JLL risk platform Riskwise is covered within Section 7 but was considered an important development in the new system to maximise efficiency for FM suppliers uploading statutory compliance documents and for FM Site Managers to be able to control their Risk Actions through the Riskwise platform. The mechanics of jobs, quotes and works progressing through to completion being operated and stored within Elogbooks until the final confirmation being flagged to Riskwise for the FM Site Manager to ultimately close down the action within the risk platform Riskwise.



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For JLL Trophy buildings there is a Touchpoint service which provides high end Front of House services. It is another JLL outsourced service that would benefit the integration of the JLL Helpdesk so the tenant would continue to have their own single dashboard. This is still a targeted area, as the development with the provider is still ongoing. Another initiative for the SSEA change contracts was the improvement of security communications for major incidents. PAM developed the new JLL National Incident Communication Centre (NICC) with one of JLLs main security providers. On a review of both systems it was deemed that an IT link between the two systems would not be necessary, however, it was important to have procedures and communication structures so that in the event of a major incident the JLL Helpdesk would from an important link in the communication chain. The Elogbooks team worked closely with the security provider to help ensure that both parties can work together should a major incident occur. Churn of properties within the PAM portfolio is typically 10-15%, which equates to about 200-250 properties per year. So another important strand to the systems and JLLs requirements is preparing a property sold pack so that all the relevant information, across all FM suppliers is collated and handed over to the new owner and/or managing agent. We are working with Elogbooks to set up an auto-report and download that will align to the JLL transitions team which is a wider property management project.



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5 How Team Worked Together To Deliver The

System

From the early pilot stage in summer 2015, a MIS Project Team was set up within PAM to set out and review the systems to look at the practical implications for both FM Site Managers and JLL FM suppliers who were delivering FM services through the new SSEA change contracts. From September 2015, JLL fully engaged with the selected supplier Elogbooks in order to prepare for the mobilisation of the JLL Helpdesk for a changeover in April 2016, followed by a transition of all main FM service suppliers onto the JLL MIS system which would require suppliers to upload their Planned Preventive Maintenance (PPM) Planner or Activity schedules.

In order to draw the information from the FM network we had the following JLL project team structure with a layer of Senior JLL Directors above. Gareth Hollyman, Head of Investor Facilities Management, PAM being the Project Sponsor.

Elogbooks Project Manager - Gareth James JLL (existing) Helpdesk Contract Manager - John Huxley FM Operations - Mark Bayliss Elogbook Superuser Groups - two nominated Superusers per JLL Region (14)

The Heads of Department, with the JLL FM Group, to provide their specialist input into the FM service sectors

Head of Engineering Head of HS&E Head of Procurement Head of Sustainability

Another important stakeholder group who opinions and feedback were considered were through the seven Regional Facilities Managers (RFMs) who lead the FM service delivery for the FM site Managers and teams across the UK. The main JLL Project Team worked with the Elogbooks mobilisation team shown below, who were themselves supported by the Elogbooks Senior Directors.

JLL Account Manager - Dan Freeman/ Matthew Simpson Helpdesk Manager - Arlia Bundy Operations Director - Jennifer McCarthy Elogbooks Trainer - Lisa Bodley

Elogbooks Account Administrator - Laura Scott



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Below shows the original planner that was modified to suit the changing handover of the existing Helpdesk.

One of the main priorities was ensuring the successful transfer from the existing helpdesk over to the new JLL Helpdesk, provided by Elogbooks, so that it was a seamless changeover and one in which there was continuity of any ongoing works or reactive callouts that would inevitably occur during the transfer period. The Emergency helpdesk number was to be retained as part of the handover to thus avoid confusion for FM Site Managers, Suppliers, Tenants and Surveyors alike. Propertyserve were the existing helpdesk provider and also principle supplier for building fabric, ad-hoc M&E, and building repairs work. Whilst the helpdesk service was being handed over to another provider Propertyserve were very much still to be involved in as an FM Service provider. They formed part of the JLL Helpdesk changeover project team and were very much involved in the success of the helpdesk transition. Propertyserve agreed for Elogbooks to have access to their systems prior to handover, a bulk download of their data for the period before and after changeover in order that ongoing jobs did not fall through any gaps and were tracked through to completion. A full Contingency Risk Plan was prepared and agreed between the Projects team for the successful handover which occurred at 00:00hrs on the morning of Monday 4th April 2016. The contingency plan included full risk analysis of possible issues that could arise from phone line error, corruption of data through to workloads exceeding those expected. Each scenario had three levels of actions to overcome or work around the issues. The plan also include all contact numbers and a method statement for the changeover of the Helpdesk and was issued to all main stakeholders.

In the background of the launching the new JLL Helpdesk there was a parallel running of on-boarding the M&E suppliers to Elogbooks in regard to asset register information into PPM planners. It was recognised that M&E maintenance would be the most challenging in respect to the level of detail and scope of their data needed. Prior to Christmas 2015 M&E suppliers were uploading their PPM planners across their regions in order they could start using and testing the system by their engineers, contract managers, technical administration support and internal auditors.



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Since March 2016 the JLL Project Team have had regular conference calls to include updates from the Elogbooks Project Team and any feedback from the Superusers and their respective regions that need further attention. Elogbooks have been very much at the heart of these calls to help field any system specific or operational issues that are recorded on the system. From the launch of the Helpdesk in April 2016 we initially had weekly calls for the first 2 months, which extended to fortnightly, until more recently we moved to 3 weekly calls to reflect the level of issues and their impact on the day to day running of the properties. Our Superusers had fastracked and extended training on the Elogbooks system as well as undertaken testing of new features, such as the Elogbooks and Riskwise (H&S compliance platform) integration works. The Superusers act as a focal point for the regional teams to be the local expert to assist with any FM user issues, but also as the conduit for any problems, bugs or performance issues that arose. These form an important part of the regular calls. Elogbooks engaged and delivered training to all of the FM suppliers in regards to the on-boarding through live Webinars, Videos, and User Guides as well as telephone support. Elogbooks see that raising the knowledge

and intelligence of the suppliers will mean the product is used to its best abilities. They undertook numerous meetings with FM suppliers were also undertaken to further improve their engagement with the aim to maximise their knowledge for their efficient and effective use of the system. In order to assist the JLL Helpdesk which is provided by Elogbooks both project team have worked closely together with the Elogbooks helpdesk team to create a handy ‘JLL Bible’ that summarises all the key differences compared to the Elogbooks standard service. This includes but it not limited; to workflows for OOH calls; Emergency Situation Matrix; explanation of SSEA change providers; RFM and Duty RFM rotas. Some Helpdesk Statistics Total active sites – over 4,000 Number of assigned FM Site Managers - over 300 From the first morning in April 2016…

The Helpdesk had received some 23 calls by 09:00, with over 120 calls by 13:30.

After 6 months..

34,000 calls to the JLL Helpdesk

37,500 jobs logged that require supplier action

800 emergency calls requiring 1hour attendance time, unless for building fabric which is 4 hours

9,000 jobs requiring urgent attention within 4 hours to meet the contract SLA’s

12,000 jobs requiring important attention within 24 hours to meet contract SLA’s

The JLL Helpdesk flyer, within the appendices, show some of the high level detail that is easily pulled off the

system.



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6 Financial Model Due to the size and geographical spread of JLL’s commercial properties within the UK the considered approach was to outsource the function of the Helpdesk to provide the best solution to serve the tenants and clients alike. Charges for the Helpdesk go through the properties’ service charge account as the service is a direct benefit to the tenants. In line with the RICS Code of Practice the service charge costs have to be fair, transparent and market competitive. There were two considerations in regard for the new JLL MIS and Helpdesk to the ‘Return on the Investment’ (ROI) for the tenants and also clients. Whilst there were no direct cost savings as in energy savings or reduction in staff costs the benefits did equate to monetary savings, and more importantly, significant improvements in service delivery and risk management.

Calculated savings on FM Site Managers Time

Within the portfolio PAM JLL has over 300 Site FMs, on the basis of staff costs being £50k average per person, approximately £15M goes through the service charges across the whole portfolio. A conservative time saving of 4% per FM Site Manager was applied based on increased efficiency of management activities (both planned, reactive, quotations and statutory compliance items) derived from the effectiveness of the online portal system with office or mobile access. This equates to a financial saving across the portfolio of £ 600,000 or £ 2,000 per FM per annum. The return on investment would therefore equate to a cumulative amount of £600,000 of savings across the portfolio per annum. For each FM Site Manager they will benefit from direct access to their property portfolio for quicker identification and action to issues, and an increased control and management of suppliers. This extra efficiency allows more face to face time with tenants, FM suppliers and clients, along with any other initiatives that often arise within FM service delivery.

Helpdesk costs pre and post JLL Helpdesk with Elogbooks

One of the benefits of revisiting the marketplace and placing greater demands on supplier service delivery, particularly in light of improved technology and systems, was that in JLL’s pursuit of an enhanced Helpdesk, the JLL MIS system could also be integrated which created both greater depth and scope than ever before. With JLL as one of the largest Property and Asset Management divisions within the UK, we were able to leverage the size of the portfolio to maximise efficiencies so that individual costs per property remain sustainable but are very competitive. Using our leverage the new JLL Helpdesk/ Elogbooks system has minimised any increases in Helpdesk cost from the previous year, with costs to the service charge remaining predominantly static with only some property sizes with only have nominal increased below annual CPI inflation. The costs range from as little as £30 for FRI properties (on ad-hoc basis for one usage, upto £100 for multiple use), upto £875 for the larger trophy buildings. Arguably the new JLL MIS System that incorporates the Helpdesk would be the equivalent of having an additional bespoke CAFM system, for all FM service sectors across the 1,700 managed properties. On a conservative estimate of £ 150 per property to take into consideration of smaller properties with only 2 or 3 service providers to the more common and larger properties with 6 or more FM service sectors, the cost for an equivalent CAFM system would equate to 1,700 properties multiplied £150 per properties, or £ 255,000 per annum.



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Therefore, with effectively little or no increase in costs the tenants benefit with an improved JLL Helpdesk with new online reporting which provides much more detail and essentially live updates. Additionally it has a combined the powerful addition of greater management and operational viewing of both planned, reactive and quoted works through the CAFM system of Elogbooks. The recording and management of Supplier KPIs on the system, combined with the data and benchmark information also aligns to the Project vision of improving service delivery from FM suppliers.



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7 JLL Helpdesk and Elogbooks System Elogbooks provides an intuitive Computer Aided Facilities Management (CAFM) system combined with a helpdesk that intelligently maintains itself. The Elogbooks system is currently used across the industry for approximately 24,000 sites by the corporate and property & asset management sector. Elogbooks combines a 24/7 support desk with a bespoke CAFM system designed as an aid and risk mitigation tool for building / site managers and FM’s to monitor the service delivery of their service providers The helpdesk and administrators, aid clients in managing/maintaining their system, ensuring that information and integrity of the data is accurate/up to date by pro-actively chasing down tasks. Elogbooks also partner with many Health and Safety management consultancies to ensure compliance across multiple portfolio sites are maintained. The Elogbooks system and helpdesk solution is easy to implement and mobilise due to the way system is structured to reduce the impact on change management within the business. Fundamentally it creates an intuitive, open book, fully integrated system with your data ensuring accurate portfolio analysis with a strong steer on risk mitigation. Elogbooks can deliver through either a single TFM (Total Facilities Management) provider delivering the full FM service or conversely through multiple service providers across a portfolio by ensuring the process is still consistently the same. Elogbooks utilises familiar interfaces which includes the digital site logbooks, allowing users to interact and navigate in an accustomed and expedient fashion. The system also has comprehensive functionality using the latest in technology innovations such as NFC (near field communication), mobile apps, cloud based data management and high availability architecture.



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At the heart of the service sits the JLL Helpdesk which provides:-

24/7 call handling for Jobs and Quotes

JLL branded phone and email

Proactive chasing of ALL FM suppliers for job updates and documentation

All call notes and information available to view LIVE on the web AND mobile apps

The Elogbooks helpdesk is available 24 hours a day to receive reports of faults, requests for information and to assist our FMs where they can. They help reduce the demands on FMs and to ensure the Elogbooks system is maintained by our suppliers. Jobs are reported to the JLL Helpdesk through phone calls, emails and directly into the Elogbooks platform. Work is distributed and monitored by the JLL Helpdesk to any approved supplier chosen by the FM. The JLL Helpdesk manages a complex system of alarms so that at no point during a jobs’ life can it be lost or overlooked, the JLL Helpdesk team will work proactively to ensure that tasks are completed and that paperwork is received. All calls are managed according to the JLL contract SLA requirements for each individual property. All of this information is available live in the site logbook and on the FM and engineer apps and can even be made available to the tenants and occupiers through the tenant portal.

Service supplier improvement is a core objective within JLL which the Elogbooks system provides through KPI Scoring and Supplier Management

The Elogbooks system has:-

Customisable contractor KPI questionnaires

Three level scoring of supplier performance

Supplier Improvement focused benchmarks

Information stored and data generated by the Elogbooks system helps improve supplier performance by summarising tangible evidence and also gives the FM all the measurement tools necessary to develop a detailed understanding of the quality of their suppliers. The scoring is in three important parts.

1. Measurement of SLAs including the ability to attend and complete jobs on time; to complete all

scheduled maintenance/ planned activities; update the system with regular progress confirmations; and

the speed of handling quote requests by suppliers.

2. KPI scoring through a customised questionnaire/survey which is filled out by the supplier and then

reviewed, scored and saved by the FM.

3. Occupier feedback is also obtained on a random selection of jobs by the helpdesk to assess whether or

not the service provider engineer performed satisfactorily whilst on premises. This is a subjective score

based on appearance, politeness and knowledge.

There is a current exercise to look at the FM supplier performance across the whole portfolio to identify both

high performing suppliers & local FM teams and where service delivery needs to be improved. The quantity



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and depth of data that the Elogbooks has stored will be a great step forward in undertaking analytics to

understand suppliers’ performance in an objective way. Furthermore it is intended for customer surveys to be

issued to obtain the more subjective performance feedback that can assist in supporting the data or

conversely a situation that’s need further management investigation. This is a key part of the supplier

performance improvement and at the heart of the project vision.

This scoring data is combined into a detailed report and a single

percentage benchmark. The service providers are able to keep track of

their score which is based on a traffic light system.

If it is green then they are performing well, amber is average and red means they need to improve. The traffic light scoring is based on competitive comparison of the service providers’ performance against their peers. An average of all the scores is set as the benchmark according to what is actually being achieved and demonstrate to the service provider where they are failing so that they can improve to outperform other JLL approved suppliers.

In the past it has been operationally it has been challenging to manage, monitor and store quotations so that

each party is aware of the current status. The Elogbooks Quote Management part of the system allows

for

Quotes to be easily and quickly obtained from multiple suppliers

Tracked progress which is managed by the JLL Helpdesk

The FM can use Elogbooks to obtain a quote from multiple suppliers by sending just one quote request. This can be done online or using the mobile app and allows the FM to choose from a list of system suppliers to send the request to. Once a quote request is posted in Elogbooks it is automatically tagged and tracked meaning that the JLL Helpdesk can chase the supplier for the quote. The whole process is automated and once the supplier submits the quote the FM will receive an email allowing them to view the quote and decide whether or not to accept the work. If the FM site Manager approves the work the JLL Helpdesk will instantly send out a work request to the supplier and begin to monitor the work task. Once a quote is accepted a rejection email is sent automatically to the other suppliers. Improving the communication links with suppliers to let them know without delay so they can better manage their resources.



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Another advantage of the Elogbooks has been the integration with JLL’s HS&E Risk Compliance Platform ‘Riskwise’ provided by S2 which both FM Site Managers and FM suppliers use to manage HS&E

risks within their working environment. Site Managers are now able to send Jobs and Quote requests through to Elogbooks for FM Suppliers to review and action accordingly. In this way HS&E risks identified by JLL or other 3rd parties can be managed to completion through Riskwise with the risk ultimately being closed down by the Site Manager. The significant advantage is that the FM Site Manager can manage HS&E risks through the single compliance platform by opening and eventually closing down the HS&E risks. The communications, recording of progress and quotes are managed and held in Elogbooks to increase management efficiency and also provision of the full audit trail of the works should it be required. Elogbooks integration with the Riskwise also extends so Riskwise can receive and correctly store inspections documents and certificates, otherwise known as ‘Statutory Compliance’ documents that have been completed on Elogbooks by FM suppliers. This creates efficiencies by reducing double handling and ensuring that the right documents are stored on the JLL compliance platform for both internal and external audits.



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8 Advantages Realised for FM Site Managers,

Suppliers & Management

FM Site Managers have online and mobile access throughtheir mobile phone and tablets, access to review theactivities for the properties that are responsible for so canreview monitor and action jobs either at their work desk orout and about around their buildings.

Engineering consultants have online access to the systemso can remotely interrogate the documentation and ongoingissues remotely to improve their efficiency andeffectiveness. Spending more time on site for inspections,reviewing works completed and on site technical assistance.

An easily accessed central database of suppliers KPIreporting across all the 7 UK regions avoids the use ofshared drives and excel workbooks. The standardisation ofthe KPI survey and format, ensures consistency of reportingacross all regions. Visibility by all stakeholders and variousmanagement levels also increasing engagement inimproving supplier delivery and therefore performance.

Improved identification of operational issues throughanalysis of reactive calls/repairs trends over a time period.Minimisation of major failures and also a possible widerissue with early identification of similar faults on a type ofequipment to allow a managed planned replacement.

Reduction of double handling by suppliers and FM SiteMangers of information and documentation through theintegration of other software systems (H&S platformRiskwise and the suppliers own CAFM systems). Valuabletime is released from avoidable administration to spend onother direct service improvement activities.



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9 Benefits To JLL Clients & Customers

Clients are quickly able to see quickly full audit trails from the JLL Helpdesk that show detailed breakdowns and timings of status of jobs from plant failures, to temporary repairs, to quotation stage, instructions, works complete and certificates issued.

Clients are able to see an array of live data reports summarising any period they wish, although usually monthly or quarterly that show No. of Jobs per Region; Jobs by Priority (Emergency to 5 days); Job by Job Group (e.g. fire alarm fault; CCTV; no water etc.); Jobs by Service Provider; Jobs by Fund Name; Jobs by Site; PPM progress through to completion by Service Provider; Chases and Escalations to Service Providers (when jobs not completed or close; KPI Survey average scores by Service Provider; Average KPI monthly scores against each JLL specific KPI; Summary of Quotes by Site; Quotes by Provider.

Tenants from Trophy buildings are able to speak to their building reception who have their own portal into the elogbooks system and who can raise jobs on the tenant’s behalf and give updates as soon as FM suppliers update the system.

Tenants for some Trophy Buildings sites are also being set up with their own Tenant portal in order they can raise their own jobs but importantly track jobs should they raise them as issues over the weekend or out of hour’s periods. Giving them piece of mind that they are in the loop and know the latest position.



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10 The Future

Elogbooks are completing their testing of Elogbooks V2 with the ambition to launch early next year. This will bring further benefits to JLL in regard to the system itself including:- Cleaner, more modern interface Even easier to use and more intuitive New software to allow easier integration with other systems, freely available Application Programming Interfaces (APIs) System widgets for individual shortcuts and report outputs

For JLL we are keen to develop the client reporting functions and have over 30 development requests for both the existing system and for V2 if it is not already included. JLL are keen to utilise the system so that it mirrors out operational structure so that Regional Facilities Managers can have simple performance dials for the main FM supplier in their Region; for Heads of Departments and Procurement Service Sector Managers to view their specialist areas comparing relevant FM suppliers on a single dashboard. Even further up the management chain JLL are looking at Surveyors and Client Directors to have reports and capabilities that assist them in their own management and reporting to the owners and investors from single properties to significant UK portfolios.

Gareth James

Head of Engineering – Property

and Asset Management

London

40 Bank Street

Canary Wharf

E14 5EG

+44(0)20 3147 1277

[email protected]

Gareth Hollyman

Head of IFM – Property

and Asset Management

London

40 Bank Street

Canary Wharf

E14 5EG

+44(0)20 3147 1276

[email protected]

Jones Lang LaSalle

© 2016 Jones Lang LaSalle IP, Inc. All rights reserved. The information contained in this document is proprietary to Jones Lang

LaSalle and shall be used solely for the purposes of evaluating this proposal. All such documentation and information remains the

property of Jones Lang LaSalle and shall be kept confidential. Reproduction of any part of this document is authorized only to the

extent necessary for its evaluation. It is not to be shown to any third party without the prior written authorization of Jones Lang LaSalle.

All information contained herein is from sources deemed reliable; however, no representation or warranty is made as to the accuracy

thereof.

mailto:[email protected]

mailto:[email protected]

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