Introduction
PT Bank Danamon Indonesia, Tbk, a member of MUFG, is one of the largest banks in Indonesia with a vast network of more than 800 offices and branches in 34 provinces. PT Bank Danamon Indonesia, Tbk aims for all its locations to offer high standard services and deliverables. One of the requirement highlights is for the service provider to be able to control and monitor operations on a real-time basis. PT Bank Danamon Indonesia, Tbk saw the need to establish partnerships with professional experts to manage their regional offices, not only on a day-to-day operations level, but also at a strategic level.
Challenges
In providing a large-scale project to implement facilities management services for PT Bank Danamon Indonesia, Tbk, Colliers FM team encountered a few challenges.
- The team must take over this project in less than one month.
- Most staff recruited were from previous vendors.
- Client’s expectations and resource efficiency must be managed.
- The Environment, Social and Corporate Governance (ESG) programme must be implemented into the facilities management services.
Strategy/ Services
To apply facilities management services in line with PT Bank Danamon, Tbk’s objectives, below are the strategies:
- Retain most of the existing team and assign an experienced portfolio manager to accelerate and elevate this project to a strategic level;
- Improve staff knowledge, communications, and managerial skills, including establishing a training programme, close coaching and monitoring, and
regular co-ordination meetings; - Provide detailed training and instructions for each task, for example, conduct infrared thermograph and other maintenance activities by the internal team
rather than by a third-party vendor. This kind of initiative is both beneficial to improve cost efficiency and the onsite team’s skills; - Implement a CFM System. One of this system’s features is a help-desk module, which enables users to place requests, tracks their progress, and shows service level achievements. One of the modules plans and monitors maintenance activities for all assets and equipment, as well as monitors and stores critical documents such as licences, permits, etc; and
- Provide the necessary data to measure and control building energy consumption, implement green waste management to minimise the bank’s carbon footprint, and comply with any building-related operational and legal permits.
Results
PT Bank Danamon Indonesia, Tbk was pleased with the services provided by Colliers Indonesia Facilities Management team. We were, therefore, trusted with a contract extension and scope enlargement in 2022. Our team of experts also received a Customer Satisfaction Survey result of 97% positive in 2021.
Click here to learn more about ESG, green building consultancy, hybrid working, new normal office consultancy, and facilities management including how you can accelerate your business success or contact our Facilities Management experts for a discussion.
