Accommodation and Real Estate ServicesCustomer SupportQuestions and AnswersPrint the Property Management Services quick reference guide. Ask a question or send a comment. Frequently asked questions will be posted here.
How do I make a service or project request? Service requests may also be made and tracked online once a web access profile is set up. First time users should contact the Operations Centre to set up their web access profile. For projects that require changes to space or have an estimated value of more than $50,000, contact your Client Relations Director. What does the Operations Centre do? The Operations Centre operates 24 hours a day, seven days a week, 365 days of the year. How does the Operations Centre
respond to emergency requests? How does the Operations Centre verify that
the person requesting the work has the authority to make a funding commitment? For projects (valued at $50,000. or less), or other services that could result in additional charges for the client, the service request is logged and then dispatched to the WSI Facility Manager. The WSI Facility Manager validates the request by contacting the customer directly to confirm the details and prepares an estimate (via RFS) for the customer to have approved by their organization's designated approving authority. How does the Operations Centre prevent duplicate
call outs for the same service request? How does the Operations Centre ensure that
the request has been completed in the required time? Before the Operations Centre dispatches work to a vendor or WSI staff (service provider), the service provider must agree to the expected response time. If the service provider does not accept the response time, either the next provider is called out, or the Operations Centre contacts the customer to seek agreement on an alternate response time. The service provider is required to contact the Operations Centre with a status update before the response time is due to complete. If the service provider fails to contact the Operations Centre, the work order is flagged as overdue and the Operations Centre contacts the service provider for a status update. If the status report suggests that the work will not be complete within the response time, the Operations Centre contacts the customer to advise them of the situation (e.g. perhaps parts are on order). The work order remains active in the Operations Centre system until the service provider indicates that the service is complete. How does the Operations Centre determine
which service providers to dispatch? In the event that the service provider is no longer approved (e.g. due to performance or contract issues), the Operations Centre will dispatch to a different provider on the list. Who handles Requests for Projects on additional / new
day to day property management services? Call the Operations Centre 1-877-222-3112 about a property management service delivery or project. To ensure the call is catagorized/prioritized accurately, please state that your concern is a 'complaint'. The Operations Centre will ensure that the appropriate WSI service representative is in contact with you to resolve the complaint to your satisfaction. Occasionally in day-to-day business I need to
speak directly with a WSI Facility Manager. Who do I call? How does invoicing occur for services provided by
WSI or requested through the Operations Centre? How is WSI's performance evaluated? WSI's performance is formally evaluated in accordance with a Performance Management Framework that is part of the agreement between ARES and WSI. The Performance Management Framework includes Key Performance Indicators (KPIs) that are divided into three main categories:
Where can I get more information about WSI? Last Updated: August 2008 |
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