Turning School Facilities into Always-On Learning Spaces with Intelligent CAFM

A prominent facilities management provider in the UAE, managing three large-scale educational institutions spanning 4,900 hectares and serving over 5,360 students from Kindergarten to Cycle 3, partnered with Intertec to implement a robust and intelligent Computer-Aided Facilities Management (CAFM) system—HxGN EAM.

The primary objective was to deploy a centralized CAFM solution that ensured continuous facility availability and safety without any operational interruptions. The system was designed to enable real-time monitoring and execution of maintenance activities in alignment with the client’s strict SLA commitments.

Key Objectives:

Achieve 100% facility availability through proactive maintenance, minimizing disruptions to school operations.

Ensure full SLA compliance with prompt job execution, escalation management, and automated tracking of maintenance workflows.

Facilitate real-time communication among operations, helpdesk, and field teams to accelerate response and resolution times.

Automate performance-based deliverables to fulfill contractual obligations accurately and eliminate manual reporting efforts.

Business Problem

The client faced several challenges in meeting the rigorous SLA requirements of their FM contracts with the schools:

• Maintaining uninterrupted school operations while managing complex maintenance schedules.
• Ensuring timely execution of maintenance tasks to avoid penalties for SLA breaches.
• Facilitating seamless communication between operations, helpdesk, and field teams.
• Automating the creation of performance-based deliverables to process payments efficiently.

The client required a CAFM system capable of centralizing facility operations, supporting SLA compliance, and providing accurate, automated reporting for contract fulfillment.

How Intertec Helped

Intertec implemented a fully customized CAFM solution using HxGN EAM 12.1, tailored to the client’s contractual and operational requirements. Key solution components included:

Asset Management: Centralized repository with QR code tagging for quick asset identification, reporting, and hierarchical categorization.

Work Management: Modules for reactive, preventive, and inspection-based maintenance, with mobile access for field teams—even in low-connectivity zones.

QHSE: Automation of permit-to-work and approval processes with integrated safety and health features.

Space Management: Real-time tracking of space availability, with automated marking of unavailability based on service requests and work orders.

SLA & Penalty Automation: Custom SLA calendars aligned with school cycles and operating hours, with automated deductions for SLA breaches linked to performance KPIs.

Helpdesk & Mobility: End-users can raise requests via QR code scanning; helpdesk operators are guided by intelligent workflows to prevent duplication and ensure timely resolution.

System Integrations:

• IVR Integration: Automated service request creation from WhatsApp and email inputs.
• BMS Integration: Real-time alerts trigger work orders and support energy optimization.

Dashboards & Reporting: Custom dashboards for SLA monitoring, space availability, and maintenance performance; automated reports support monthly invoicing and client submissions.

Business Outcomes Delivered

Intertec’s CAFM deployment delivered measurable improvements across the client’s operations:

• Optimal Contract Compliance: SLA requirements consistently met, ensuring uninterrupted school operations.
• Enhanced Space Availability: Proactive maintenance improved operational availability across all school facilities.
• Improved User Experience: Mobile-enabled issue reporting increased responsiveness and user satisfaction.
• Data-Driven Decision Making: Dashboards and reports provided a 360° view of performance, enabling continuous operational improvement.
• Client Recognition: The client formally acknowledged the successful implementation with an appreciation letter.

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