synENGIE no. 1 2017 - Spotlight on... DEFENCE CONSTRUCTION CANADA

For over a year now, ENGIE has been providing Facility Management services to more than 30 armouries across Quebec, some located outside metropolitan areas. Managing this real estate portfolio of more than a million square feet specifically includes technical maintenance (hard) and auxiliary (soft) services as well as a significant project management component to modernize architectural components and building infrastructure. While a large network of subcontractors has been assembled to deliver the broad range of services required, an experienced internal management team has been assigned to this contract with one hub in Montreal and the other in Quebec City. The ENGIE call centre, operating 24/7, ensures that all armouries can access emergency service at any time, anywhere in the province.

Our contract with Defence Construction Canada is also one of our largest facility management assignments in North America, for which ENGIE has implemented and upgraded several tools and processes associated with service delivery. For example, use of Planon’s web call centre captures data in real time on types of user service requests, to guide effective budget planning, measure service quality and ensure friendly delivery of preventive and corrective operations from the previous month. Based on an innovative supply model that seeks greater private sector involvement in daily operations, at the best quality-price ratio, the contract model also includes several performance indicators that allow the client to measure performance quality.

Contributor:

Ralph Karawani

Regional Manager, Business Development  

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