strabag property and facility services

VISIONS TURNING FACT.

STRABAG Property and Facility Services SEE

You envision a bright future for your property tomorrow.

We make it come true for you today.


5. REFERENCES6. OUR END – TO END

SERVICES

1. HISTORY 2. KEY FIGURES 3. ORGANIZATION 4. PORTFOLIO

7. DOCUMENTS NECESSARY TO QUOTE AN OFFER

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1 HISTORY


STRABAG PROPERTY AND FACILITY SERVICES – SEEHISTORY

Bosnia and Herzegovina

� 2015 Acquisition of the project JYSK SEE (discount household and furniture chain)

� 2015 setting up sub-division MQ/ CC within STRABAG d.o.o. Bosnia and Herzegovina

Slovenia

� 2008 Acquisition of the project HOFER (discount supermarket chain)

� 2008 setting up sub-division MQ/ CC within STRABAG d.o.o. Slovenia

Serbia

� 2015 Acquisition of the project GRADSKO STAMBENO; property management company for residential real estates of city of Belgrade

� 2015 setting up sub-division MQ/ CC within STRABAG d.o.o. Serbia

Croatia

� 10.2003 STRABAG d.o.o. finished the project „Branimir centar”- multifunctional building in Zagreb

� 12.2003 STRABAG d.o.o. decides to set up Facility Management Croatia company

� 10.2011 rename of the company in Strabag Property and Facility Services d.o.o.

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2 KEY FIGURES2.1 STRABAG PROPERTY AND FACILITY SERVICE INTERNATIONAL

2.2 STRABAG PROPERTY AND FACILITY SERVICE - SEE


We are present throughout Europe:

2.1 STRABAG PROPERTY AND FACILITY SERVICE INTERNATIONAL

HR

RU

BA

SLHU

AT

CZSK

DE

NL

BE

CH

PL

RS

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� Core Markets in Austria, Slovenia, Croatia, Serbia, Bosnia and Herz., Hungary, Slovakia, Czech Republic, Poland and Germany� 6600 Co-workers in 12 Countries

� A nationwide network that guarantees a local presence

� 22 million m² of net floor area serviced by around 46,000 objects

STRABAG PFS Market

2.1 SUCCESS FACTOR WIDE COUNTRY NETWORK

Core Market

Growing Market

Highlights

Rest of World6%

MOE Countries

30%Austria

15%

Rest of Europe8%

Germany41%

STRABAG SE Market Share

Source: Deloitte Baubericht, Annual Reports

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Headquarters GERMANY- Frankfurt am Main/Münster

Workforce 14.250

Properties 57.100 (not including apartments)

• Offices

• Data and computer centres

• Shopping centres

• Retail buildings and branch stores

• Hotels

• Logistics centres

• Tehnical sites

• Industrial properties

Services Real estate management € 105 million

Technical facility management € 590 million

Infrastructural facility management € 218 million

Under management 19,5 million sqm net internal area

45,000 properties under management

764,000 technical facilities

26,800 mobile transceiver stations

88,000 letting contracts

31,800 rental contracts

Revenue € 985 million

2.1 STRABAG PROPERTY AND FACILITY SERVICES INTERNATIONAL

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STRABAG PFS

Hungary

STRABAG PFS

Austria

STRABAG PFS

SEE Region

STRABAG PFS

Slovakia

Headquarters Budapest Vienna Zagreb Bratislava

Workforce 498 1.486 295 220

Management Offices

Hotels

Shopping centres

Universities

Refineries

Banks

Offices

Shopping centres

Hotels

Offices

Shopping centres

Hotels

Residential real estate

Retail

Offices

Hotels

Technical facilities

Refineries

Banks

Services Real estate management

Technical facility management

Infrastructural facilitymanagement

Property management



Energy management

Property management



Energy management

Real estate management



Output 2014 approx. € 39 million approx. € 14 million approx. € 5 million approx. € 12million


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STRABAG PFS Czech Republic

STRABAG PFS Poland

STRABAG PFS Belgium, Netherlands, Switzerland

STRABAG PFSRussia

Headquarters Prague Warsaw Antwerp, Rotterdam, Zurich Moscow

Workforce 160 105 20 40

Management Offices

Hotels

Industrial site

Logistics centres

Offices

Shopping centres

Hotels

Offices

Data centres

Offices

Hotels

Services Property management

Technical facilitymanagement

Energy management


Real estate management



Technical facility management Technical facilitymanagement


Output 2014 approx. € 10 million approx. € 5 million approx. € 4,7 million approx. € 1 million


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STRABAG PFS Slovenia

STRABAG PFS Croatia

STRABAG PFS Bosnia and Hercegovina

STRABAG PFSSerbia

Headquarters Slovenska Bistrica Zagreb Sarajevo Belgrade

Workforce 13 148 3 131

Management Retail

Offices

Retail

Shopping centres

Offices


Retail Retail


Services Property management


Infrastructural facility management

Property management



Construction works


Property management




Property management

Forecast 2015 € 0,981 million € 2,331 million € 7.000 € 1,454 million

2.2 STRABAG PROPERTY AND FACILITY SERVICES - SEE

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3 ORGANIZATION

3.1 STRABAG PROPERTY AND FACILITY SERVICES - SEE ORGANIZATION – LOCATION MAP

3.2 STRABAG PROPERTY AND FACILITY SERVICES - SEE ORGANIZATION CHART


3.1 STRABAG PROPERTY AND FACILITY SERVICES - SEELOCATION MAP

Slovenia

● HQ Slovenska Bistrica

● Over 100 locations across SLO

Croatia

● HQ Zagreb

● Over 100 locations across HR

Bosnia and Hercegovina

● HQ Sarajevo (capital)

● 14 locations across BH

Serbia

● HQ Belgrad

● 26 locations across SRB

Montenegro

● HQ Podgorica (capital)

● Opening 1 Q 2016

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SLOVENIA

● HQ Slovenska Bistrica

● Over 100 locations across SLO

● HOFER 78 branches

● OBI 6 branches

● JYSK 18 branches

3.1 STRABAG PROPERTY AND FACILITY SERVICES - SLOVENIALOCATION MAP

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CROATIA

● HQ Zagreb (capital)

● Over 100 locations across CRO

● Allianz 110 branches

● SUPERNOVA 4 SC/ 3 RP


● BauWelt 3 branches

● Unicredit leasing 6 locations

● HETA over 1100 realestates

3.1 STRABAG PROPERTY AND FACILITY SERVICES - CROATIALOCATION MAP

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SERBIA

● HQ Beograd

● Over 26 locations across SRB


● CITY of Belgrade 11.300 building

entrances

3.1 STRABAG PROPERTY AND FACILITY SERVICES - SERBIALOCATION MAP

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BOSNIA AND HERZEGOVINA

● HQ Sarajevo (capital)


● HETA 23 realestates

3.1 STRABAG PROPERTY AND FACILITY SERVICES – BOSNIA AND HERZEGOVINALOCATION MAP

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Business unit (MQ/CC)Babsch

Commerical- andHuman resurses

departmentOperative business units

Project-Management

Sales & Marketing

Sub-division (MQ)Babsch

DRL

BRL

SEE Group ManagementVodanović / Tomić

GRL

CL

BackOffice & Assistenz

QM &

Special projects

Head of thedepartment

Project management

Head of TFMdepartment

Head of IFMdepartment

Head of PM department QM

3.2 STRABAG PROPERTY AND FACILITY SERVICES - SEEORGANIZATION CHART

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ORGANIZATIONAL STRUCUTRE

Operative business units

MANAGING DIRECTORS

QM and Special projects

Head of tehnical Facility Services

FM Project leader

PM teamIFM team

FM team

Project management

Sales and Marketing

Property management

Infrastructural management

Tehnical management

Head of infrastructural

Facility Services

Head of Property Management

Services

Tehnical support

Multidisciplin-ary service

team

Regional TF Manager

BackOffices & Assisten

Head of department

HVAC service team

Project Management

Head of commercial department

Commercial team

Call C

enter

Qu

ality man

agem

ent

3.2 STRABAG PROPERTY AND FACILITY SERVICES

Commercial

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4 PORTFOLIO


ANALYSIS OF SERVICES


ANALYSIS OF CUSTOMERS


Services TFM IFM PM OTH

Slovenia 327.770 m² 121.230 m² 4.490 m² -

Croatia 257.484 m² 47.682 m² 150.000 m² 9.536 m²

Serbia 53.665 m² 2.629.632 m² - -

Bosnia and Hercegovina 40.000 m² - 32.000 m² -

SEE 678.920 m² 2.798.544 m² 186.490 m² 9.536 m²

4.1 STRABAG PROPERTY AND FACILITY SERVICES - SEEANALYSIS OF SERVICES

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Countrys SLO CRO SRB BH SEE

Public facilities - - 53.665 m² - 36.734 m²

Industry and commerce - 37.176 m² - - 146.939 m²

Wholesale and retail 444.420 m² 297.409 m² - 72.000 m² 2.057.154 m²

Banks/ Financial institutions

- 27.882 m² - - 110.204 m²

PM residential - - 2.629.621m² - 918.372 m²

PM commercial 9.069 m² 102.234 m² - - 429.798 m²

4.2 STRABAG PROPERTY AND FACILITY SERVICES - SEEANALYSIS OF CUSTOMERS

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5 REFERENCES

5.2 REFERENCES - IMPORTANT CUSTOMERS

5.1 REFERENCES


5.1 REFERENCES

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5.1 REFERENCES

25


5.1 REFERENCES

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Comment�Conclusion of contract 04.2008

�SLO is unique example for FM services at HOFER company

�78 branches across SLO, target min. 80 branches

�Object surface 1.600 sqm, 900 sqm shop and 700 sqm storage

�Total surface aprox. 121.600 sqm

CUSTOMER:

HOFER

TERM: unlimited

SCOPE OF SERVICES: TFM

IFM

5.2 REFERENCES

IMPORTANT CUSTOMERS

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�Office building in Zagreb

�Rent surface approx. 15.900 sqm

�Total surface approx. 29.200 sqm

CUSTOMER:

IMMOFINANZ

TERM: 2018

SCOPE OF SERVICES: PM

TFM

IFM

5.2 REFERENCES

IMPORTANT CUSTOMERS

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Comment�Conclusion of first contract 06.2008

�4 shopping centre in CRO

�3 retail parks in CRO

�Rent surface approx. 104.700 sqm

�Total surface approx. 174.830 sqm

CUSTOMER:

M2 GROUP

TERM: unlimited

SCOPE OF SERVICES: TFM

5.2 REFERENCES

IMPORTANT CUSTOMERS

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�Consortium Strabag PFS lead

�Approx 11.300 housefloors

�Approx. 3.000 housefloors serviced by PFS

�Cleaning surface PFS approx. 643.300 sqm

�Revenue PFS 1,635 mil EUR

CUSTOMER:

CITY OF BELGRADE

TERM: 3 years

SCOPE OF SERVICES: IFM

5.2 REFERENCES

IMPORTANT CUSTOMERS

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6 OUR END-TO-END SERVICES6.1 OUR END-TO-END SERVICES FOR YOUR PROPERTY

HOLISTIC COMPETENCE IN REAL ESTATE AND FACILITY MANAGEMENT

6.2 PROJECT ORGANIZATION

6.3 IT LANDSCAPE

6.4 FACILITY MANAGERS

6.5 INTERNAL COMUNICATION

6.6 EMPLOYEES

6.7 WORK ENVIRONMENT

6.8 QUALITY MANAGEMENT CONCEPT

6.9 QUALITY MANAGEMENT – MOST OFTEN USED FORMS AND TEMPLATE



6.1 OUR END-TO-END SERVICES FOR YOUR PROPERTYHOLISTIC COMPETENCE IN REAL ESTATE AND FACILITY MANAGEMENT

Property management/corporate solutions

Infrastructural facility managementProperty management and advisory

Real estate management Facility management

� Tenant support and tenant loyalty

� Lease contract management

� Lease- and property accounting incl. payment transactions

� Accounting of service charges

� Budget planning, controlling and reporting

� Technical property management

� Management costs and performance management

� Selection, contracting, and supervision of external service providers

� Property management

� Inspections, maintenance, reinstatement

� Fault management

� Planning, building, construction management

� Building maintenance

� Energy management

� Building security, access control systems, CCTV management

� Construction-related facility management

� Warranty management

� Letting

� Transaction Management

� Relocation management

� Location and optimisation concepts

� Tenant representation

� Workplace management

� Facility cleaning

� Reception and security services

� Grounds and green space maintenance

� Gritting and snow clearance

� Waste management

� Postal and in-house services

� Consulting

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6.2 PROJECT ORGANIZATION

The company STRABAG PFS has strictly defined charges (responsibility, authority and communication within the company which enables efficient functioning of the same), process (all interdependent resources and activities that transform input

elements in output and procedures (working methods) required for the application of quality management.

The management is responsible for the know-how of the company, the implementation of the state-of-the-art methods in

terms of the employed equipment and plants, as well as acquiring new business.

Facility managers are responsible for monitoring facilities, contact with the principal, modernization, repairs and every other

aspect of maintenance, as well as the election of subcontractors.

Manager liability is determined by these very process and procedures.

Further, the management is responsible for the coordination of human resources, the supervision of the BRVZ Company,

analyzing the annual budget, controlling solvency and attracting new clients. Our concern company BMTI is responsible for

the provision of a sufficient number of vehicles and other equipment necessary for smooth and uninterrupted facility

maintenance. If a need for personnel or vehicles arises, the management coordinator sends a commercial requests and

specifications to these two companies to carry out the orders.

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EXAMPLE – ORGANIZATION STRUCTURE – MANAGEMENT BY PROJECT

HVAC service team

CLIENT

Facility managerProperty manager

Cleaning personel

Infrastructural tehnician

Engineering support

• Civil engineering• Mechanical engineering• Electrical engineering• Safety engineering• IT engineering

TECHNICAL SUPPORT

Multidisciplinary service team

Service tehnicians

Project Manager

Subcontractors

TFM team IFM team

Head of infrastructural Facility Services

Managing directors

Head of tehnical Facility Services

Head of Property Management Services

Call centarSupport service

PM team

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Client User

Tehnical support on building

Report of

trouble

Removal of trouble

Confirmation of execution

STRABAG PFSTeam on building

Dispatching centar

User Help Desk0800-1-999

..

Präsenzzeiten Betriebsteam

Online Reporting

Head of the building

YES NO

The duty service / On callTeam Facility Service ie.

trained and specialized staff

Office working hours (0-24)

DESCRIPTION OF PROCESS HELP DESK 0-24

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EXAMPLE – OPERATIONAL PLAN OF REGULAR MANINTENANCE OF FACILITY

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EXAMPLE – OPERATIONAL PLAN OF LEGAL TESTS ON FACILITY

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6.3 IT LANDSCAPE

We are using Concept CAFM solution from Norwegian companyConsept (www.conseptfm.no).

It’s a powerful technical CAFM/PM solution that is currently

used in Strabag PFS Group.

It’s multilingual and integrates several different modules that allow us instant access to all the data regarding client.

It also allows our client to be thoroughly informed of everything if

he chooses so.

Our CAFM software can be interfaced with any existing system(s)

that is using SQL or has general capability to import/export data in

some way.

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IT LANDSCAPE

EXAMPLE – CAFM

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6.4 FACILITY MANAGERS

Professional tasks of the facility manager or his deputy in our company are mainly defined by the following parameters:

� Knowledge of local legislation

� Expert knowledge of plant and equipment

� Knowledge in the field of facility management

� Experience in the organization and distribution of employees according to the operational plan and lists of services

� Social competence (personnel management, communication skills, skills in collaboration with eventual users,

suppliers and representatives of principal)

� Quality control as a starting point for the optimization of services

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6.5 INTERNAL COMUNICATION

The core of communication in STRABAG Property and Facility Services Ltd. is the

direct contact of the head with their subordinate employees.

Facility managers exchange daily communications with other foremen in the ground

facilities operated by the SPFS.

Applying the “four-eyes” principle and the separation of incompatible activities are used to prevent irregularities, in particular in procurement and deliveries.

Separation of functions also includes a separation between decision-making, implementation, inspection and reporting. In

this regard, SPFS system is regulated by internal rules of procedure where – depending on the size and relevance of the

decision – different levels of hierarchy must be correspondingly involved in decision making.

On a daily basis, facility managers conduct interviews with subordinate employees before starting work. Minutes of meeting

are taken, according to the topics and facilities in question.

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6.6 EMPLOYEES I/III

Necessary qualifications for all employment are predetermined and documented.

For each position in the SPFS there are certain requirements in terms of education, work experience and desirable traits.

The main criteria for the employee selection for the job are whether they meet the required qualifications.

Recruitment of competent and qualified workers, their improvement, support for personal development training and additional

training is realized periodically in various stages of new projects such as

Planning staff composition

Introduction of new systems

Interviews with colleagues

Planning of training, training of staff

Management is responsible for the realization of the planned training and their evaluation.

Education of employees within the concern is carried by the aforementioned company BRVZ. Data entries regarding

education, seminars, experience and skills are kept in the employees’ personal record.

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6.6 EMPLOYEES II/III

At the STRABAG Academy, we work closely together with internal and external experts to develop training events

corresponding to employees’ actual needs in order to best support them in their future assignments and offer them additional

professional and methodological know-how.

The targeted and comprehensive range of training events is divided into fundamentals,

specialized topics and methodological training, and consists of specific training measures in the areas of technology, law,

economics, electronic data processing, ethics and methodological and social skills. These topics are

presented through on-site seminars.

The correct choice of topics and the efficiency of the conducted training are evaluated during the management review.

The results of this evaluation are also entered in the employees’ personal record.

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6.6 EMPLOYEES III/III

EXAMPLE - TRANNING PLAN FOR EMPLOYESS

xxxx

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6.7 WORK ENVIRONMENT

In order to provide our employees with suitable prerequisites for efficient performance and to fulfil the statutory requirements regarding health and safety and environmental protection, we monitor and maintain the required work environment.

Operational facilities together with their premises and installations, operating procedures, plant and equipment including their erection and provision, utilization and maintenance comply with the statutory and occupational medical requirements as well as accident prevention regulations.

Responsibilities and procedures are organised and documented in accordance with the relevant national requirements.

All employees are entitled to daily rest period prescribed by law, also all employees have their own spaces which provided them optimal standards of cleanliness and ergonomic criteria for resting.

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6.8 QUALITY MANAGEMENT CONCEPT

STRABAG PFS applies the central quality management system which is process oriented, and it serves to ensure generalquality management and improvement of services and products in relation to the clients.

The overall application includes all organizational units and processes into the quality management system. The efficiency is confirmed by an independent third party.

This way of certification points out the systematic and unique quality management.

Quality assurance is used for the purpose of controlling the own and other’s services at properties that are taken care of.

Quality assurance is performed by the management of the facility or by the support segment.

The features of the check result from appropriate control lists.

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6.9 QUALITY MANAGEMENT – MOST OFTEN USED FORMS AND TEMPLATE

The most common documents, with which we achieve communication with the clients, are:

CONTRACT DAILY REPORT

Siječanj Veljača Ožujak TravanjR.B. TEHNIČKO ODRŽAVANJE

1 SERVIS KLIMA KOMORE 2 x godišnje

2. Servis rashladnika vode 2 x godišnje

3. SERVIS RASHLADNE STANICE 1 x godišnje

4. SERVIS VENTILOKONVEKTORA 2 x godišnje

5. SERVIS SPLIT SUSTAVA 2 x godišnje

6. SERVIS TOPLINSKE PODSTANICE 1 x godišnje

7. SERVIS PLINSKIH PLAMENIKA 1 x godišnje

8. SERVIS OMEKŠIVAČA VODE 1 x godišnje

9. ČIŠČENJE VENTILACIJE 1 x godišnje

10. DIMLJAČARSKI RADOVI 3 x godišnje

11. SERVIS CNUS-A I AUTOMATSKE REGULACIJE 1 x godišnje

12.SERVIS SUSTAVA KONTROLE PRISTUPA I VIDEONADZORA

1 x godišnje

13. SERVIS KOMPEZACIJE JALOVE ENERGIJE 1 x godišnje

14. SERVIS SUSTAVA PANIK RASVJETE 1 x godišnje

PREGLED I ZAMJENA PANIK RASVJETE 12X GODIŠNJE

15. SREVIS DIESEL AGREGATA 1 x godišnje

16. SERVIS ROLO VRATA I RAMPI 1 x godišnje

17. SERVIS AUTOMATSKIH KLIZNIH VRATA 1 x godišnje

18. Pregled i kontrola elektro razdjelnika i instalacija 12 x godišnje

19. PREGLED ISKLJUČNIH TIPKALA 12 x godišnje

20. OČITAVANJE ENERGENATA 12 x godišnje

21. PREGLED ELEKTO GIJAČA ODVODNIH GRALA I CIJEVI 12 x godišnje

22. SERVIS PREPUMPNOG OKNA 1 x godišnje

23. PREGLED SUSTAVA PREPUPNOG OKNA 12 x godišnje

24. PREGLED I ČIŠĆENJE KROVNIH ODVODA 12 x godišnje

25.ČIŠĆENJE I PROVJERA VANJSKIH ODVODNIH KANALICA

12 x godišnje

26. Pregled sanitarne tehnike 12 x godišnje

27. PRAŽNJENJE SEPARATORA 1 x godišnje

28. SERVIS SPRINKLER STANICE 2 x godišnje

29. PEGLED I KONTROLA SPRINKLER STANICE 12 x godišnje

30. SERVIS SUSTAVA VATRODOJAVE 2 x godišnje

31. PREGLED SUSTAVA VATRODOJAVE 12 x godišnje

PREGLED SUSTAVA CO DETEKCIJE 12 x godišnje

32. SERVIS VATROGASNIH APARATA 1 x godišnje

33. PREGLED VARTOGASNIH APARATA 3 x godišnje

34. PREGLED SUSTAVA ODIMLJAVANJA 1 x godišnje

35. SRERVIS ALARMNOG OZVUČENJA I RAZGLASA 1 x godišnje

36. Pregled razglasnog sustava 12 x godišnje

37. SERVIS PPZ 1 x godišnje

38. PREGLED PP VRATA 12 x godišnje

39. PRGLED I SERVIS HIDRANTSKE MREŽE 1

ZAKONOM PROPISANA ISPITIVANJA44. Ispitivanje sprinkler instalacije

45. Ispitivanje hidrantska mreže

46. Ispitivanje plinodojava

OPERATIVNI PLAN GRAND CENTAR ZAGREB ZA 2015 GODINU

OPERATIONAL PLAN WORK TICKET

ORDER FORM OFFER FOR ADDITIONAL

WORK

MONTHLY WORK REPORT

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EXAMPLE – KPI CONTRACT INDICATORS

Services Monitoring activity Critical indicators Comments

3 consequtive times/branch

>5% for the entire no. of

branches alocatet/month

Repairs and Emergency incidents

The maximum time to solve the request (*)

1. Emergency < 2 hours < 3 / incidents/month

2. Serious < 8 hours < 6 / incidents/month

3. Medium < 24 hours < 10 / incidents/ quarter

4. Low < 72 hours < 15 / incidents/ quarter

each additional hour hour/incidents 8 hours

Serious incidents caused by the services received

Risk to health or safety < 1 / year

Environmental impact < 1 / year > 3 / year

The absence of utilities in part of the building (maintenance supplier fault) < 2 / month >25 / year

The absence of utilities in the building (maintenance supplier fault) < 1 / year >5/ year

Documents and recordsRecords are completed on time (according to the law) < 2 / month >5 / year

Records are completed with accuracy (no. of incidents) < 2 / month >25 / year

Handover from intervention are correctly completed < 5 / month >35 / year

Equipment maintenance records are completed in according with PPM < 5 / month >35 / year

StaffStaff behavior (evidence) < 2 / year <1 / person

Dress code (pictures) < 5 / year >25 / year

Compliance with the program of work and internal rules from client < 2 / year > 25 / year Presence documents

Smoking in restricted areas < 1 / year >25 / year

Presence evidence staff is updated < 2 / year > 2 / year Presence documents

Replacing staff on request in short time

1. Temporary replacement for HQ 24 hours 5 days Notification from client

2. Permanent replacement - rest of branches 30 days 45 days Notification from client

Not cleanead area in the technical areas < 2/ year /location > 10 / year Notification from client

ManagementMonthly reports - mising deadlines < 1 / year > 4 / year in first 5 days in the next month

Quality and accuracy of monthly reports < 1 / year > 4 / year Monthly

Proactive performance (Technical solutions and cost reduction proposals) > 5 / year 2 years ROI

Ad Hoc Works

Sending technical solutions and bill of quantities - 3 days5% no. of incidents

/ month10% no. of incidents / month

Starting works after received order in 5 days or agreed terms 3 incidents / month 5 incidents / month

Refuse handover work qualitative and quantitative - low qualitative < 5 / year >25 / yearsHandover form and real work

situation

Bill of quanties higher than 10% over market price < 2 / month >25 / yearstwo offers lower than the one

received from the Supplier

Send file reception (acceptance) work <15 days < 5 / year >25 / years After acceptance of works

Help Desk

Confirmation and respond to ticket/request < 15 min5% no. of incidents

/ month10% no. of incidents / month

Close ticket/request 1 day5% no. of incidents

/ month10% no. of incidents / month After closing the incident

Miscelaneous Annouce in 30 min each serious and emergency incidents < 2 / month >5 / year

Setting the Equipment as per BCR rules (temperature, time program) < 5/month >50 year

Not act according to the contract < 5/month >25 year

Handover form

Reports and Services

Complaints

Documents

Complaints

KPI Indicators

Incidents

Incidents

Mis Regular services in according with PPM < 1 / incidentsPlanning Preventive

Maintenance

< 1 / incidents

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7 DOCUMENTS NECESSARY TO QOUTE AN OFFER


Request for Proposal

1. General conditions

2. Evaluation criteria

3. Tendering

Service specifications

1. Main objectives

2. Service description (terms of definition)

3. Specific framework

4. Service levels - SLA

5. Reporting and quality assurance system

6. List of equipment, technical systems and devices

Contract

1. General contractual conditions

2. Performance-specific contract provisions

Bidding documents

1. General documents

2. Bid form

3. Calculation sheets, price lists

7. DOCUMENTS NECESSARY TO QOUTE AN OFFER

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IF YOU NEED ADDITIONAL INFORMATION FEEL FREE TO CONTACT US

STRABAG Property and Facility Services d.o.o.

Petra Hektorovića 2

10000 Zagreb / Hrvatska

Ines Vodanović

Managing Director SEE

Tel. +385 (01) 639 - 2264

Fax +385 (01) 639 - 2266

[email protected]

Kristijan Tomić

Managing Director SEE

Tel. +385 (01) 639 - 2261

Fax +385 (01) 639 - 2266

[email protected]

We will work hand in glove with you to make your visions regarding property and facility management vision come true.

Come and meet us in person.

[email protected]

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www.strabag-pfs.hr

STRABAG Property and Facility Services SEE52 STRABAG Property and Facility Services GmbH

STRABAG PROPERTY AND FACILITY SERVICES SEE

VISIONS TURNING FACT.