The
scope of this CCIS system is to handle all requests from Harbour Towne
Condo Association co-owners. Generally speaking, these are maintenance
related items that fall OUTSIDE the bounds of seasonal, contracted work
(for example, mowing).
Background
As of October of 2008, HTCA consists of nearly 200 unit Co-Owners and
owns approximately $50 million of common property (building exteriors,
land, irrigation/lighting, landscaping, etc.). We retain a Management Company
to receive request/issues for common property maintenance (and various
sundry other items) and delegate each issue appropriately. A Board
of five volunteer directors is challenged with oversight of the
property; day-to-day and over the long term. This includes the fiscal
responsibilities of budgeting and assessments of the owners.
Our current circumstances are:
The
number of co-owners has stabilized as the development comes to
completion. This constrains our income since we are no longer
increasing the number of contributors.
The buildings are aging which
Increases the number of maintenance requests submitted by co-owners – and this frequency will only go up over time.
Increases our monthly maintenance costs – and these costs will continue to go up over time.
The
current process has no system for detailed tracking of requests. All
requests are logged when received but there is no ability to follow up
on…
What’s still open – why and who/where?
What has happened?
Was there a cost involved? How much?
Were we invoiced/did we pay?
What are our greatest maintenance costs (by type of problem/maintenance)?
Current
and recent board members and management company personnel carry
significant information in their minds that needs to be available to
others when they can no longer serve.
Purpose
The specific purposes of the process/system are to:
Improve the completion rate and feedback of request/issues to satisfy the co-owners.
Manage requests consistently and at the appropriate level.
Provide historical data related to a co-owner’s recurring problem.
Withstand the turn-over of current board members and management company personnel.
Provide
facts for communicating with the co-owners about annual/monthly
assessments and or decisions related to property maintenance, etc.
Analyze the issues that drive costs for our common property assets and then:
Identify maintenance trends to proactively address
Budget and assess co-owners appropriately
Reduce processing/error expenses:
Eliminate
duplicate payments to vendors who inadvertently charge for work that
should be covered under “routine” service contracts.
Eliminate duplicate repairs/reimbursements to co-owners for work previously completed in their unit.
Reduce HTCA management/administration costs and/or increase capacity by
Allow co-owners the ability to submit an on-line request/issue.
Give service suppliers the ability to submit an on-line invoice to close a work order (itemized by our expense categories).
Enable responsible parties to quickly identify open issues and complete them.
Close more request/issues faster to minimize efforts at finding/reporting status and other follow up activities.
The People
Unit Owners (Co-Owners, Spouses, Tenants)
Board Members (Unit Owners with special privileges and authority)
Vendors
Management Company
Administrators (Unit Owners with special privileges and authority)
The Items
Request
Inquiry
Work Order
Users (Owners, Vendors)
Units
Unit Styles
Assets (Buildings)
Budget Cataegories
The Roles
Requestor
The
one who requests something about or something be done related to a
unit, co-owner, association or some other co-owned property within
Harbour Towne.
Manager
The person currently
“accountable” and “responsible” for successful resolution (completion)
of this Request, Inquiry or Work Order.
Most often
items are assigned to/managed by the Management Company; although an
item can be reassigned to any of the Board Members and/or the
Management Company during its lifetime.
Even though an
inquiry or Work Order may be waiting on a vendor, the inquiry or Work
Order is still assigned to/managed by the responsible person:
Management Company or a Board Member.
Approvals are governed by the policy and not enforced within the system.
Vendor
The external organization (represented by one individual) that is affiliated with an inquiry or a Work Order.