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Hines prides itself in
its aggressiveness toward enhancing a property’s operation. Following are
things we have done or can do to increase the operational efficiency or
productive environment of a property.
Computerized
Maintenance Management System (CMMS)
To operate preventive maintenance and work order systems, Hines uses AWARE
Manager. This product is an example of the level of detail to which Hines
will go to assure that properties we manage are operated in the most
effective manner possible.
The Search
A few years ago, our firm organized a committee comprised of operations,
engineering and central support personnel to determine the best available
CMMS in the industry. After a lengthy and detailed search, including
working with one industry-leading software firm for over a year, we were
unable to identify a program that we considered acceptable.
Products Too Cumbersome
First, every piece of software targeted for the real estate operations
market was being adapted from the needs of other industries. Second, we
found the available software to be cumbersome, difficult to operate,
limited in usefulness and too labor-intensive to administer with
cost-sensitive, efficiency-driven real estate staffing.
Persistence Pays
Hines’ sustained effort resulted in our identifying a relatively new
product, AWARE Manager, a software program authored exclusively by
Database International Group (DIG) in Boston. AWARE Manager is
specifically developed for, and marketed to, the property/facility
management industry. After analyzing the software, we found it to be
noticeably superior. We also realized, owing to our extensive background
in property operations and an extremely thorough "paper-based" preventive
maintenance record keeping system, that DIG’s product could be further
enhanced.
Hines Enhancements
Hines established a working relationship with DIG in which we agreed to
partner with them to refine their product. In exchange for Hines’
commitment, DIG licensed AWARE Manager to Hines at a reduced price and
agreed-upon modifications would be integrated into their standard
“off-the-shelf” product, thus assuring their continued support of the
software. This has turned out to be a “win-win” arrangement for both
firms, as the enhanced version is comprehensive, easy to operate and
user-intuitive.
We are continuing to work with DIG to further improve AWARE Manager and
are currently actively engaged in such enhancement projects as:
- Creating an E-mail/web interface.
- Creating an instant work-request
service-quality evaluation.
- Expanding standard reporting to
evaluate the management of Tenant Work Requests.
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Web-Based
Tenant-Manager Communications Software
Hines is currently evaluating the development of a web-based
building-centric “portal” that will allow tenants to access building
services and information via an Internet web site. This portal will be
customized for the building and will provide an online link to building
management. It will feature an interactive maintenance request tool and
data on local area information to include news, activities and time-saving
amenities. Also incorporated will be the building’s rules and regulations,
staff listing and emergency information, reducing each tenant’s need to
store and update these documents.
This system allows access from multiple buildings or even from a remote
site (i.e., while traveling).
The site will also have service request functionality that will enable
your employees, via their desktop computer, to request services from
property management (i.e., hot or cold call, overtime HVAC, cleaning
request, etc.) and have the request entered directly into the dispatch
system. After entering the portal, the information is then routed to the
Owner’s “gate keeper,” who is responsible for monitoring all such requests
and determining the proper routing.
As discussed earlier in this section, the natural path for growth in this
technology is for service requests to be dispatched directly to Personal
Digital Assistants (PDAs) carried by the engineers. We believe that time
is near, and the systems we are using will readily incorporate this
technology.
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Concierge Service
Depending on the needs of the Owner and the specifics of the property,
Hines can implement concierge services as a way to improve tenant services
or Owner’s needs. Services can be customized to an Owner’s needs, but
could include areas such as:
- Scheduling use of presentation rooms
and conference rooms.
- Coordinating activities that take
place in presentation rooms and conference rooms.
- Handling the catering duties
associated with presentations and conference room use.
- Making reservations to attend various
entertainment venues.
- Providing building visitors with
dining options in the city.
- Making dinner reservations.
- Providing brochures or lists of
entertainment, lodging, dining and transportation options in the city
and area.
- Helping change travel arrangements
(i.e., changing airline reservations).
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Energy
Management Systems
The backbone of utility cost control and occupant comfort in any modern
building is the energy management system. Hines has years of experience in
installation and operation of these systems. The system requires constant
review to ensure that the equipment being controlled is functioning as
designed and verifying performance.
Hines not only has experience with most major systems on the market, but
our engineers are also adept at looking for enhancements. At Williams
Tower, for example, the major tenant had installed gang-style light
switches on each floor. Consequently, anytime one of their employees was
working late hours or weekends, their tendency was to turn on every light
on the floor and not turn them off upon leaving. Consequently, we added an
after-hours lighting control feature that still allowed employees access
to necessary lighting after hours, but also automatically shut off the
lights when they weren’t needed. The payback for the cost of this
innovation to the system was less than two years.
All Hines properties use the in-house developed
Hines Utility Monitoring and Management Tool (HUMMT). The program tracks utility consumption and compares the
current consumption to the previous year and to the property’s 5-year
average. The program provides a variety of energy analysis tools within
the program.
Despite the many benefits available from this tool, the key to success is
a well trained and active engineering staff. Hines engineers are trained
to operate the systems and to “trouble shoot" problems to produce the best
work environment at the least cost.
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Indoor Air
Quality
As noted in more detail elsewhere, Hines has been very proactive in this
increasingly sensitive area, resulting in a comprehensive Indoor Air
Quality Program that has placed us on the leading edge of this subject. We
have been a significant contributor to enhancing the indoor environment
that supports maximum employee productivity and reduces building Owner
liability.
Hines has explored the issue of, and developed the procedures to conduct,
off-gassing newly constructed floors because of formaldehyde and other
toxic substances being emitted from new furnishings and new construction.
We are currently working with several industry-leading experts to augment
our existing program and further improve its cutting-edge focus on the
indoor environment. While some of the products of the current effort are
directed at the design and construction disciplines of the industry, many
of the byproducts will enhance the property operations aspects of real
estate.
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Toll Tag
Garage Gate Access
The installation of a garage gate access system that interfaces with the
local toll road authority’s toll tag reader will significantly enhance a
property’s garage access system. It is an ideal fit for many building
employees who already utilize the area toll roads and have come to rely on
their toll tag. Hines has had tremendous success with this type of system.
When a toll-tag-equipped vehicle is within ten feet of the reader, the
garage gate will open. Therefore:
- The car does not have to come to a
complete stop to activate the gate. (We do recommend, and the system
will demand, the car slow down as it approaches the gate.)
- The driver will not have to open the
window to engage an access card.
- The parker will not be burdened with
finding a misplaced access card.
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