Transcription
COMPANY PROFILE
INTRODUCTIONBidvest Facilities Management was originally formed in 2000 under the name, Total Facilities Management Company(TFMC). The company joined the Bidvest Group in 2013 and changed its name in 2015 when it became a strategic assetas one of Bidvest’s core service divisions.With over 15 years’ experience in the Facilities Management the company has carved a niche as an industry leader inSouth Africa. It is because of this legacy and track-record for excellence that Bidvest Facilities Management has thehonour of being seen as a driver of growth of the Services Division in the Bidvest Group.As an organisation, we firmly believe that we are able to add significant value to our clients businesses at a strategicenterprise level.B-BBEE STATUSVISIONBidvest Facilities Management, backed bythe financial strength of the Bidvest Group,a black-owned organisation listed on theJSE, is a Level 1 B-BBEE, EmpoweredSupplier.To create a sustainable business by deliveringconsistently great customer experiences.MISSION1.Be renowned as a provider of consistent serviceexcellence driven by innovation2.Grow our Technical Services revenue stream byactively marketing our technical skills, competenceand capability3.Create a culture of consistent service delivery,health and safety adherence and innovativethinking resulting in fully accountable, collaborative,motivated and commercially driven employees4.Drive long-term sustainability by continuousengagement with our key stakeholders whilstdelivering consistent results to both ourshareholders and customers5.Ensure consistently exceptional client experiencesand create sustainable mutually beneficialrelationships – balancing value with cost6.Actively manage cost by focusing on optimisation,reduction and containmentCORE .C.HInnovatioRespect, Integrity, Trust, Commitment, HonestyBidvest Facilities Management (Pty) Ltd Company Profile 2017
COMPANY STRUCTURECOMPANY STRUCTURE WITH RESPONSIBILITY MATRIXBidvest FacilitiesManagementDavid LeslieCommercialManagementKrisen NaickerPeople ManagementAninka WesselsSales & MarketingDerek JackFinanceNicky GroeneveldIT & InnovationRob RedaelliTelecoms OperationsCornelius vd MerweCS OperationsAkona NgcukaProcurementOrganisational Designand GovernanceSalesAccountingIT & InnovationTelkom ContractCustomised SolutionsTelkom Cluster 1&2Cluster 1Solutions - FinancialLegal & SecretariatComplianceTelkom Park FlagshipCluster 2Solutions - TechnicalPayroll & ReportingBMSIFleet & Soft ServicesPeople, Processes &SystemsTraining CentreDevelopmentMaterials ManagementService Delivery andEmployee RelationsContact CentreBrand andCommunicationsFinancial Management– Telkom ContractRelationshipManagementCluster 3Standard BankProfessional Services,Projects, MEEnergy ManagementBMWBundled Soft Services(Key Account Manager)NEONUtilities Management(Telkom)Bidvest Facilities Management (Pty) Ltd Company Profile entations
INTRODUCTION continuedNATIONAL FOOTPRINT400 Bidvest Facilities Management has 39 strategically located offices throughout South Africaand offers full national coverage with knowledge of the local and regional markets.Bidvest Facilities Management's corporate office is situated in Centurion, Gauteng withoffices in the following South African towns and cities:Vehicles500 technicallyqualified staff 1100Employees1 million assetscurrently beingmaintainedBuildingsmanaged:2,2 million m2Land managed:more than21 million m2SERVICE OVERVIEWBidvest Facilities Management has extensiveexperience in non-core services outsourcingand delivery of business support services.We provide Integrated FacilitiesManagement with the capacity and skill tosupport large, complex portfolios as well asspecialized services for businesses requiringcustomised Facilities Management services.We are unique in the way we integrate ourservices through IT and technology and formalliance relationships with our customers.Bidvest Facilities Management (Pty) Ltd Company Profile 2017
SERVICE OFFERING Core ServicesINTEGRATED FACILITIES MANAGEMENTWe provide Integrated Facilities Management with the capacity and skill to support large,complex portfolios as well as specialized services for businesses requiring customisedFacilities Management services. We are unique in the way we integrate our servicesthrough IT and technology and form alliance relationships with our customers.Integrated Facilities Management (IFM) includes but is not limited to a selection of the following:Contract managementservicesSupply chainmanagementContact CentrecapabilitiesTechnical solutionsSHEQ Compliance:In this division, with the focus on minute details, weconstantly monitor the quality, delivery andcompliance of our service delivery.Professional projectmanagement servicesQuality, health and safetyand environmental servicesBundled softservicesBusiness supportservicesService & Savings:Service delivery is governed by service levelagreements that ensure we deliver our services ontime and within budget.BUSINESS SUPPORT SERVICESBidvest Facilities Management has extensive experience in non-core services outsourcing and delivery of business supportservices.Business support services includes but is not limited to a selection of the pplyMeeting roommanagementReception servicesConcierge servicesMailroom servicesBidvest Facilities Management (Pty) Ltd Company Profile 2017
SERVICE OFFERING Core ServicesINTEGRATED FACILITIES MANAGEMENTWe provide Integrated Facilities Management with the capacity and skill to support large,complex portfolios as well as specialized services for businesses requiring customisedFacilities Management services. We are unique in the way we integrate our servicesthrough IT and technology and form alliance relationships with our customers.Integrated Facilities Management (IFM) includes but is not limited to a selection of the following:Contract managementservicesContact CentrecapabilitiesSupply chainmanagementProfessional projectmanagement servicesQuality, health and safetyand environmental servicesBundled softservicesBusiness supportservicesTechnical solutionsSHEQ Compliance:In this division, with the focus on minute details, weconstantly monitor the quality, delivery andcompliance of our service delivery.Service & Savings:Service delivery is governed by service levelagreements that ensure we deliver our services ontime and within budget.BUSINESS SUPPORT SERVICESBidvest Facilities Management has extensive experience in non-core services outsourcing anddelivery of business support services.Business support services includes but is not limited to a selection of the pplyMeeting roommanagementReception servicesConcierge servicesMailroom servicesBidvest Facilities Management (Pty) Ltd Company Profile 2017
SERVICE OFFERING Core ServicesTECHNICAL SERVICESEfficient, sustainable maintenance services are critical to everything we do.We engineer solutions that fit best with your environment and deliver a full range ofplanned and reactive maintenance services.Our responsibilities include:Infrastructurerepairs andmaintenanceBuilding fabricmaintenanceLifts andescalatormaintenanceSecurity systemrepairs,maintenance andinstallationsFire protection,detection ioningand HVACmaintenanceEnergy andutilitiesmanagementStandby/Emergencypower provisionand Office ChurnBUNDLED SOFT SERVICESAs a market leader in the provision of facilities management services, Bidvest Facilities Management can provide clientswith customised, flexible and competitive facilities services. Following global trends towards self-delivery and cost efficiency,more and more clients are benefiting from multiple services provided through a single service provider.Accounts are managed by a key accounts manager providing a single point of contact. Clients will enjoy improved servicedelivery, increased risk mitigation, reduction of vendor base, and the utilisation of best practices gleaned over 25 years ofthe history of the Bidvest Group.These services include:Cleaning, highlevel cleaning,upholstery andcarpet cleaningHygiene, deepcleaning, pestcontrolPhysical andtechnical securityWastemanagementLaundry andgarment hireservicesLandscapingservices andinternal plantsBidvest Facilities Management (Pty) Ltd Company Profile 2017Catering,vending, tea,coffee and waterservices
SERVICE OFFERING Specialised ServicesGENERATOR SERVICESBidvest Facilities Management has a comprehensiverange of generatorsof varying sizes to suit different requirements.We also offer an end-to-end generator service with ahighly-skilled, national team of technicians who areavailable around the country for refuelling, maintenanceand emergency back-up support.This proactive and innovative service is available onshort or long-term contracts depending on yourrequirements. We will assess your needs carefully beforerecommending and installing suitable generatorsolutions.If you would like your own staff to manage yourgenerators we also provide certified, comprehensivetraining to equip them with the required knowledge andskills.We offer full backup support on:ServicingDeploymentMaintenanceRefuellingMOBILE MAINTENANCEBidvest Facilities Management offers basic electrical, plumbing,mechanical and general building support on a scheduled weekly,fortnightly or monthly contract.Services typically include:Minor electrical maintenanceReplacement of globes/lampsFurniture repairsMinor plumbing maintenanceHanging of pictures/white boardsMinor HVAC maintenanceMinor wall paper, carpet and flooringrepairsMinor locks, doors and window framerepairsMinor paint work and touch-upsBidvest Facilities Management (Pty) Ltd Company Profile 2017
SERVICE OFFERING Specialised ServicesSTRUCTURAL INTEGRITY INSPECTIONSWe provide Structural Integrity Inspection services countrywide with a conditioningassessment which includes photo evidence and recommendations for remedial work andoptions to avoid major expenses.The detailed inspection report covers:Mast BaseBodyNon-destructive testingMast top sectionLaddersFall protection systemStructure loading & peripheral equipment (antennae)TRAINING CENTREBidvest Facilities Management Technical Training Centre is a state-of-the-art facility, with the capacity and infrastructure tosupport various training initiatives.Training includes:Technical and engineering skills training for employees,including: general building maintenance - electronics plumbing - refrigeration standby power - HVAC fire systems - CC Non-technical (soft skills) training coursesTechnical skills assessmentsCapacity to run learnership programsCapacity to provide trade test preparation in various technical disciplinesBidvest Facilities Management (Pty) Ltd Company Profile 2017
SERVICE OFFERING Specialised ServicesENERGY AND UTILITIES MANAGEMENTBidvest Facilities Management has an end-to-end energy and utilities management solution that leverages best practices,giving you highly effective cost savings!We can also provide automated remote metering and reporting with data analysis for energy balance within theorganisation. We can do this even in hard to reach areas on a national scale.Our solution includes:Utility account analysisVerification and optimisationEnergy assessmentsTariff and supply capacityanalysis/optimisationEnergy business casedevelopmentTurn-key energy project deliveryMeasurement and verification ofenergy and water savingsManaging, monitoring, trackingand reportingSustainable energy solutions andawareness campaignsRemote meteringBidvest Facilities Management (Pty) Ltd Company Profile 2017
CONTACT CENTRE Call Centre and Business Support CentreBidvest Facilities Management’s Contact Centre consists of two divisions, namely the Call Centre/Help Desk and theBuilding Control Centre. There are approximately 90 staff on shift on a rotation basis 24 hours a day, 365 days a year.CONTACT CENTRECALL CENRE/HELP DESKBUILDINGCONTROLCENTRE90247365HOURSA DAYDAYSA WEEKDAYSA YEARAGENTSCALL CENTRE/HELP DESKBidvest Facilities Management has a Help Desk operation with a dedicated share call number and a service that isavailable 24 hours a day, 7 days a week. Through software integration, the Help Desk has been customised to perform thefollowing functions: Consolidate all operations requests to one single point of contact Field all calls from tenants (if applicable) Capture all FM work requests in the system, measured against agreedservice level specifications and standards Assign all operations requests to the work management system Make available all status and history of operations requests.The Help Desk provides a single point of entry for all facilities managementservice requests raised by our clients’ staff. It also serves as a single source ofinformation for providing feedback on all logged service requests and theprogress made towards executing these requests. In case of an after-hoursemergency, the Help Desk will direct callers to emergency service telephonenumbers.45000 Contacts per month ofwhich 16000 are Calls logged viavoiceCalls are logged via voice, e-mailand portalIntegrated into SAP platformOperational SLA’s to measure thenumber of calls answered within aspecific timeframe (In Seconds):90/30, 90/10SLA for e-mails Reference number issued within 30 minutes of thetime of receipt of the original mailDepartmental abandonment ratebenchmarked at 2% of the totalcalls received, however BidvestFacilities Management achievesAHT (Average Handling Time) 3.5– 5 minutesCall answering Speed in 5 secondsAuto answering for all calls receivedBidvest Facilities Management (Pty) Ltd Company Profile 2017
CONTACT CENTRE Call Centre and Business Support CentreBUILDING CONTROL CENTREReal time monitoring
Bidvest Facilities Management was originally formed in 2000 under the name, Total Facilities Management Company (TFMC). The company joined the Bidvest Group in 2013 and changed its name in 2015 when it became a strategic asset
