CGI runs an experimental project to test how service requests can be transferred between the property owner’s and management service provider’s systems smoothly.

What kind of problem is the project trying to solve?

Property owners and administrators on the one hand and management service providers on the other use the applications of their choice to manage service requests. With outsourced services, the use of applications leads to a common problem: should the property owner’s system be used or that of the management service provider – or maybe both? Often both systems will be used and the solution is to either integrate the systems or to enter the data from one system to another manually. 

Integrations often cause extra costs to the service provider, and the benefits are lost if the service provider changes after a new invitation to tender.

Objective: Smooth transmission of service requests from one system to another

The project aims at improving the transmission of service requests, i.e. transactions, from one system to another. The objective of the pilot study is to prove that the costs of integration can be reduced and flexibility improved if all operators share a common network. 

What is done in this project?

An “operator model” for transferring work requests is piloted within the framework of the project. The objective is to build a common method of transferring service requests in the property management sector and find out about the benefits and cost-effectiveness of such a system.

What is done in this project? 

- A study to identify potential key users of the system and their estimated volume of service requests; 
- Functional pilot system;
- A more detailed technical description of the solution; 
- A study on building the actual platform (Business Case); 
- Alternative earning logics that will make the platform profitable to all parties.

What are the expected results of the experiment?

The pilot study provides more information on how the transmission of service requests between different operators in the property management sector could work. If the operator model works as planned, it will reduce the costs of integration and the amount of manual work involved in transferring the data. 

Who benefits?

Benefits according to actor groups: 

Property owners and administrators: 

- Faster response times from recording a service request to acknowledging the measures taken;
- An up-to-date overview of all service requests. 

Maintenance service provider:

- Enables the optimisation of operations when the maintenance technicians only use one system;
- Eliminates the need to transfer service requests manually;
- Eliminates the need for point-to-point integrations;
- Reduces the costs of integration as several operators participate in bearing the costs; 
- Enables integrations to more systems or clients;
- Enables linking tasks or forwarding them to other operators.