A quick facilities snapshot

• Tell me about the portfolio sites you'd like us to map in this engagement, including which ones feel most urgent
• How many buildings and what total square footage are in scope for this discovery? Options: Under 250,000 sq ft, 250,000–1,000,000 sq ft, 1,000,000–3,000,000 sq ft, Over 3,000,000 sq ft, Unsure
• Which site types are in scope, for example corporate office, lab, retail, industrial, or academic? Options: Corporate office, Laboratory/research, Retail, Industrial/warehouse, Academic/campus, Mixed use, Other
• Who on your team currently owns day to day facilities decisions and who has final budget approval?
• What is your current annual facilities operating budget range across the included sites, including contractors and reactive spend? Options: Under $1M, $1M–$5M, $5M–$15M, $15M–$50M, Over $50M, Unsure

Where maintenance and cost silently stack up

• When a piece of critical equipment fails, describe the typical domino effect for service, tenant impact, and cost.
• Describe the top three deferred maintenance items that recur across sites and how long each has been outstanding.
• In the last 12 months, how often have emergency repairs exceeded planned maintenance spend in a single site? Options: Never, Occasionally (1–2 times), Several times (3–5), Frequently (6+), Unknown
• What single deferred maintenance item or site condition would force you to pause a transition to an outside operator?
• Which of the following categories drive the bulk of your annual facilities spend? Options: Mechanical/HVAC, Electrical, Plumbing, Janitorial/contracts, Energy/utilities, Reactive emergency repairs, Grounds and landscaping, Other

Who owns outcomes when service slips or costs spike

• Who must be in the room to approve changing a service provider or consolidating vendors across these sites?
• Walk me through the last time tenant complaints triggered a service escalation, and who managed it end to end.
• How many full time facilities staff are onsite per typical site, and how many are centrally managed? Options: All onsite, Majority onsite, Split evenly, Majority centrally managed, Fully centralized, Unsure
• If your operations team lost a critical site lead during transition, what would stop the takeover from proceeding?
• List the stakeholders who will expect regular reporting and the cadence each will require. Options: Site manager - weekly, Operations director - weekly, Finance - monthly, HR/occupant experience - monthly, Legal/compliance - quarterly, Other

Where operating rhythms and spend collide

• If operating costs rose 10 percent next year, where would you see the impact first—in maintenance, contractors, utilities, or tenant credits? Options: Maintenance labor, Contractor spend, Energy and utilities, Reactive repairs, Tenant credits/penalties, Other
• Tell me which maintenance categories consume most vendor hours each month and how predictable that demand feels.
• How do you currently schedule preventive maintenance, and which logs or tools capture those schedules? Options: In a computerized maintenance system, Spreadsheets, Paper/manual logs, Combination, None, Unsure
• What reporting metric would you want to see weekly to feel confident operations are improving? Options: PM completion rate, Reactive work orders per 100k sf, Average time to resolve, Energy cost per sf, Tenant satisfaction score, Other
• Assuming the pilot shows a 20 percent drop in reactive work orders, what decision or signoff would unlock a contract that week?

Compliance and safety gates that stop projects

• Point to any compliance gap on your sites that would legally prevent us from starting work there.
• Identify the owners of permit renewals, fire and elevator inspections, and tell us how current those records are. Options: All current, Mostly current, Patchy, Out of date, Unknown
• Select the regulatory reports or inspections that are required at site level and their typical frequency. Options: Fire/life safety - annual, Elevator inspections - annual, Boiler/pressure vessel - annual, Environmental permits - variable, Accessibility audits - periodic, Other
• Is there an unresolved code violation or pending enforcement action at any site that would stop work until cleared? Options: Yes, No, Unknown
• For any sites flagged, describe the violation, the expected remediation timeline, and who is managing it.

Alternatives you are weighing and the handbrakes to switching

• What would have to be true about your current approach for you to keep it rather than move to an external operator?
• Select all alternatives you are actively evaluating right now Options: Renew incumbent contract, Run an internal improvement program, Switch to a different national FM vendor, Work with regional providers per market, Do nothing/maintain status quo, Other
• Name any internal teams that have proposed an in house solution and summarize the resource plan they offered.
• Rank the decision criteria that would make you choose a new vendor over staying with your current approach, where 1 is most important. Options: Cost savings, Service quality, Regulatory coverage, Speed of transition, Minimum tenant disruption, Reporting and transparency, Other
• Assuming the incumbent matched our price but kept current staffing and reporting, would you still switch? Options: Yes, Maybe, with other changes, No

Practical readiness: systems, data, and access that make deployment possible

• Flag any integrations or data gaps that would prevent delivering agreed reporting and preventive maintenance schedules.
• Choose the core systems we must integrate with to operate, for example work order system, building management system, payroll, or tenant portal. Options: Work order / CMMS, BMS/automation, Tenant portal, Payroll/timekeeping, Lease management, Energy management system, None/unsure, Other
• Identify the owner of API credentials or admin access for those systems and confirm whether vendor level access can be granted for a 90 day pilot. Options: Yes, will grant access, Needs legal/IT approval, No, cannot grant, Unknown
• Is your asset and work order data cleaned and exportable in a common format such as CSV or API? Options: Clean and exportable, Partially cleaned, Requires cleansing and mapping, Not available, Unknown
• Confirm the internal roles and approximate FTEs you can assign to a two month transition for staffing and vendor consolidation.

Pilot acceptance: numbers, scope, and the kill switch

• Define the failure conditions for a pilot that would require pausing or re scoping before a broader rollout.
• Choose the top three pilot metrics you'd require to prove success Options: Reactive work orders reduction (%), PM completion rate (%), Average time to resolve (hours), Cost per square foot, Tenant satisfaction score, Compliance closure rate, Other
• How long will you allow the pilot to run before making a go no go decision, and who is authorized to sign that decision? Options: 2 weeks, 4 weeks, 6–8 weeks, 90 days, Other
• Given a pilot showing a 10 percent operating cost reduction and 20 percent fewer reactive work orders, what approval or budget action would follow?
• List the acceptance checklist items that must be completed at the pilot site before you will sign for rollout.

Timing, risk tolerance, and immediate next commitments

• Name any executive priorities, upcoming lease events, or budget windows that would force a decision inside 30 days.
• Mark any risks from the list below that would make you halt the program immediately Options: Unresolved code violation, Key site unavailable for access, Critical staff refusal or union issue, Budget hold or freeze, Lease restriction preventing vendor changes, Other
• After pilot success and legal and procurement clearance, what final internal step could still block signature?
• When would you want the first onsite kickoff to occur if timelines align? Options: Within 2 weeks, Within 4 weeks, Within 2 months, Later than 2 months, Unsure
• Provide the names and roles who should receive pilot results and identify the person authorized to sign go no go.
• Describe one clear outcome from this engagement that would make you approve it this quarter.

• Integrated Facilities Management Solution Experience

• Confirm the current state and what it costs you
• You confirm the demonstrated integrated workflows would eliminate the vendor fragmentation and reactive gaps that drive emergency repairs and occupant complaints.
• Share the tailored 12-month cost delta and pilot ROI estimate using the provided spend and maintenance logs.
• You agree to a representative pilot site and acceptance criteria that will validate cost and service improvements.
• Walk through a site-specific scenario showing the integrated model
• Provide 12 months of maintenance spend, vendor list, preventive maintenance schedules, and the recent tenant complaint log for the proposed pilot site.
• You identify the remaining evidence and data required to reach a mutual commercial decision.
• Present the pilot plan and evidence metrics
• Confirm the representative pilot site and an access window for a 6 to 8 week pilot.
• Validate the demonstrated outcomes
• Draft the pilot statement of work including staffing plan, acceptance criteria, reporting endpoints, and timeline within five business days.
• Agree next steps and decision map

• Integrated Facilities Management Solution Experience
• Solution Experience Deck
• Solution Brief

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• slides
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• HVAC preventive maintenance and filter replacement
• Mechanical equipment inspections and corrective repairs
• Electrical systems maintenance and safety testing
• Plumbing maintenance and emergency leak repairs
• Fire and life-safety system testing and certification
• Elevator maintenance and regulatory coordination
• Daily janitorial and periodic deep cleaning
• Groundskeeping, landscaping, and snow/ice management
• 24/7 work-order intake and service dispatch
• Predictive maintenance using condition monitoring
• Spare parts inventory management and procurement
• Utility metering, bill monitoring, and energy optimization
• Tenant/occupant service desk and move coordination
• Capital-project financing and incentive coordination

HVAC preventive maintenance and filter replacement

• How many sites from your portfolio require formal HVAC preventive maintenance per the asset register? Options: 1-5, 6-20, 21-50, 50+
• List the current PM frequency applied to rooftop units, chillers, air handling units and VAV boxes (examples: monthly, quarterly, annual). Options: Monthly, Quarterly, Semi-annual, Annual, Other
• Specify the MERV filter ratings and manufacturer part numbers in use for AHUs and re-entrant units (enter part numbers or 'unknown').
• Should HVAC single-line diagrams (SLD) and manufacturer maintenance manuals be included in the service handover package for each site? Options: Yes, No, Partial / only critical assets
• What acceptance criteria will validate an HVAC PM task as complete (for example: recorded supply/return temp delta, signed PM checklist, replaced filters with specified MERV and installation photo)?
• Identify the site contact (name and role) who must be notified for planned HVAC shutdowns and seasonal system changes.

Mechanical equipment inspections and corrective repairs

• Identify the mechanical asset classes listed in your asset register that should be inspected (select all that apply). Options: Pumps, Boilers, Compressors, Cooling towers, Fans/Blowers, Other
• State the typical count of tagged mechanical assets per site that require baseline vibration and bearing inspection. Options: Less than 10, 10-25, 26-75, 75+
• Are there existing corrective repair cost thresholds that automatically trigger capital work or owner approval (for example > $5,000)? Options: Yes, No, Varies by site
• Share recent failure history for critical mechanical assets with asset tag, last failure date and outage hours from your maintenance logs.
• Which lockout/tagout (LOTO) and confined space entry procedures from your safety manual apply when performing mechanical inspections? Options: LOTO required, Confined space entry required, Both, Site-specific procedures
• Specify the approver role and single-event approval threshold for corrective repair spend at each site.

Electrical systems maintenance and safety testing

• Are single-line diagrams (SLD) and recent arc flash study documents available for each site electrical riser? Options: Yes - all sites, Partial - some sites, No
• Specify the frequency you currently run electrical safety tests such as insulation resistance, emergency generator load bank tests and breaker exercise. Options: Monthly, Quarterly, Annually, Per OEM/AHJ schedule, Other
• Identify the count of main distribution panels and critical UPS/generator assets per site from your electrical asset list.
• Should we consolidate electrical maintenance under a single contract or integrate with your existing electrical vendors? Options: Consolidate under new contract, Integrate with existing vendors, Hybrid by site
• Which regulatory reports must be retained for audits (for example NFPA 70E arc flash labels, generator test logs) and what retention period applies?
• Indicate the location and access procedure for electrical rooms (key custodian, lockbox, access hours) at each site.

Plumbing maintenance and emergency leak repairs

• State the number of plumbing risers and tenant suites per site as shown on your plumbing drawings. Options: 1-5, 6-20, 21-50, 50+
• Is there a tagged shutoff valve register with valve tag numbers and physical locations for each site? Options: Yes, No, Partial
• Specify the required emergency response target for active leak events (examples: 30 minutes, 1 hour, 4 hours). Options: 15 minutes, 30 minutes, 1 hour, 4 hours, Same business day, Custom
• Share the recent plumbing work-order backlog from your CMMS for issues aged over 30 days.
• Are trench permits, backflow prevention test records or third-party water quality certificates required to be managed and retained in scope? Options: Yes, No, By exception only
• Identify who signs off on post-repair pressure tests and issues a certificate of completion at each site (role/title).

Fire and life-safety system testing and certification

• Select the fire and life-safety systems that must be included per site. Options: Fire alarm panels, Sprinkler systems, Emergency lighting, Portable extinguishers, Mass notification
• Are current AHJ (authority having jurisdiction) inspection schedules or certificates available for each building? Options: Yes - all sites, Partial, No
• Specify the testing frequency required for sprinkler inspections and fire alarm tests per local code or NFPA standard. Options: Quarterly, Semi-annual, Annual, As AHJ requires, Custom
• What evidence will validate fire and life-safety acceptance (examples: AHJ-signed certificate, tagged inspection report, digital test log with serial numbers)?
• Attach the location of fire protection riser rooms and current sprinkler zone maps from your building drawings.
• Who is the tenant or facility liaison responsible for life-safety drills and occupant notification at each site?

Elevator maintenance and regulatory coordination

• Identify elevators and escalators at each site including manufacturer, model and serial numbers.
• Are current elevator inspection certificates and maintenance histories available for review? Options: Yes - all cars, Partial, No
• Specify the jurisdictional inspection cycles and permit numbers that apply to elevator equipment.
• Will existing OEM service contracts be retained, or should elevator coverage be moved into consolidation? Options: Retain OEM contracts, Include in consolidation, Hybrid by asset
• State acceptable elevator downtime per month (minutes or percent) and the escalation threshold.
• Name the contact who coordinates elevator inspection scheduling and tenant notifications (role/title).

Daily janitorial and periodic deep cleaning

• Select the space types requiring daily janitorial coverage. Options: Lobbies, Restrooms, Common corridors, Tenant suites, Amenity spaces
• Specify the frequency and scope you require for periodic deep cleaning tasks such as floor stripping, carpet shampooing and high dusting. Options: Monthly, Quarterly, Biannual, Annual, Custom
• Are green cleaning product or certification requirements in force for janitorial services (examples: GS-37, Green Seal)? Options: Yes, No, Partial / some sites
• Indicate typical occupancy patterns and peak cleaning windows using building access or occupancy sensor data (days/hours).
• Are janitorial staff required to hold training or certifications for biohazard cleanup or hazardous materials handling? Options: Yes, No, Site-specific
• What evidence will you accept for completed deep-clean services (examples: dated checklist, before/after photos, supervisor sign-off)?

Groundskeeping, landscaping, and snow/ice management

• Indicate which properties require seasonal groundskeeping plans and whether landscape as-built plans or plant inventories exist. Options: All properties, Some properties, None
• Specify snow and ice removal trigger conditions and service level for clearing sidewalks, ramps and primary access points. Options: Any accumulation, Forecast >1 inch, Forecast >2 inches, Custom
• Are pesticide and fertilizer application records required to meet local environmental regulations and record retention? Options: Yes, No, By exception
• Attach irrigation system schematics or controller access details if irrigation maintenance is in scope.
• Are there tenant-facing amenity areas (for example rooftop terraces or patios) with special maintenance schedules or rules? Options: Yes, No
• Identify who authorizes seasonal planting changes and capital landscaping projects and the budget approval threshold.

24/7 work-order intake and service dispatch

• Select the intake channels you want monitored around the clock. Options: Phone, Tenant portal, Email, Mobile app, SMS
• Specify the initial dispatch SLA required for Priority 1 emergencies (examples: 15, 30, 60 minutes). Options: 15 minutes, 30 minutes, 60 minutes, 120 minutes, Same business day
• How will you verify adherence to 24/7 dispatch SLAs (examples: CMMS dispatch timestamps, recorded call logs, tenant confirmation) and what reporting cadence do you require? Options: CMMS logs weekly, CMMS logs monthly, Call recordings monthly, Tenant confirmations on request
• Indicate whether existing after-hours vendor agreements or on-call rosters must be integrated into the dispatch workflow. Options: Yes - integrate, No - replace, Hybrid
• Upload your current priority definitions and escalation matrix used in the work-order system.
• Are there tenants who require direct on-call contact or restrict which vendors may enter their premises? Options: Yes - list tenants, No, Some tenants

Predictive maintenance using condition monitoring

• Select the asset classes you want covered by condition monitoring. Options: Chillers, Boilers, AHUs, Pumps, VFDs, Compressors
• Indicate whether sensor telemetry (vibration, oil analysis, temperature, current) is currently captured and where it is stored. Options: Stored in CMMS, Third-party analytics platform, Local historian/SCADA, Not currently captured
• Specify required sampling frequency and alert thresholds for vibration or bearing monitoring (examples: hourly, daily; RMS threshold values).
• Which building automation or SCADA integration endpoints are available for analytics (examples: BACnet/IP, Modbus, OPC)? Options: BACnet/IP, Modbus, OPC, Proprietary, None
• Who will own analytics model tuning and predictive alert triage (your team, third-party, or we manage it)? Options: Your team, Third-party vendor, We manage
• Specify target lead time in days and an acceptable false positive rate percentage for predictive alerts (example: lead time 7 days, false positives <20%).

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• Master Services Agreement (MSA)
• Statement of Work (SOW) — Onboarding & Operations
• Service Level Agreement (SLA)
• Staffing Transition Annex
• Commercial Terms & Payment Schedule
• Pilot Acceptance Certificate & Facility Condition Assessment Acceptance
• Change Order Agreement
• Regulatory Compliance Addendum (conditional)

• Go-live Health Check (Week 1-4)
• First Measurement Review (Weeks 4-10)
• Acceptance Gate, Operational Acceptance and Sign-off (Around Day 90)
• Monthly Operational Review
• Quarterly Performance Review

• Update the action tracker with new remediation items, owners, and due dates.
• Publish the acceptance record with per-criterion pass/fail status and the buyer signatory.
• If applicable, circulate the remediation plan with owners and recheck date.
• Confirm and archive proof of incumbent contract termination and data migration completion.
• Metric trend review
• Confirm preventive maintenance completion rate and mean time to repair are on an improving trajectory toward Solution Scope targets or have a remediation plan.
• Reduce the number of open high-impact incidents and ensure owners and due dates are assigned.
• Keep the tenant satisfaction ticket backlog within agreed operational tolerances.
• Reconfirm success criteria and owners
• Deliver a focused plan to reduce mean time to repair where it exceeds the target.
• Circulate the monthly occupant feedback summary with proposed quick-win responses.
• Quarterly performance summary
• Confirm the quarter's operational cost per square foot and occupant satisfaction score outcomes against Solution Scope targets and baseline.
• Agree the top 3 operational priorities for the coming quarter and the metrics that will demonstrate progress.
• Ensure any deferred maintenance exposures have an agreed mitigation plan or capital request path.
• Produce the quarterly performance package with reconciled savings and metric sources for the records.
• Create a prioritized remediation plan for deferred maintenance items with estimated costs and timeline.
• Schedule targeted detailed review sessions for any metric categories with recurring misses.
• Confirm the deployment items in Solution Scope were executed and owners are named for any gaps.
• Identify and assign remediation for all high-impact open issues with target dates.
• Validate early adoption signals do not indicate major coverage or staffing gaps.
• Publish the initial go-live issue log with owners and resolution dates.
• Confirm and distribute final staffing rosters and site access lists to operations team.
• Schedule any required site-level remediation visits within 7 days.
• Present first-period outcome data
• Determine whether operational cost per square foot and reactive maintenance spend percentage are trending toward the Solution Scope targets.
• Agree a prioritized list of corrective actions with owners and completion dates to address gaps before the Acceptance Gate.
• Confirm data sources and dashboards that will be used for acceptance evidence at day 90.
• Deliver a root-cause action plan for each off-target metric with milestone dates.
• Publish the dataset and report templates that will be used at the Acceptance Gate for verification.
• Schedule follow-up checkpoints for any multi-week remediation tasks.
• Restate acceptance criteria and targets
• Produce a documented acceptance decision for each criterion recorded in Solution Scope with a named signatory if acceptance is achieved.
• Confirm the incumbent wind-down is complete or has an agreed closure plan to avoid dual-running operations.
• If any criteria failed, agree a remediation plan with firm dates and a recheck schedule.
• Open incidents and persistent issues
• Financial reconciliation and realized savings
• Present outcome data against each criterion
• Diagnose deviations and root causes
• Deployment/migration validation
• Occupant satisfaction and ticket backlog
• Document pass/fail per criterion and capture signatory
• Deferred maintenance and capital exposure
• Review occupant feedback and ticket trends
• Early adoption and operation signals
• Persistent risks and quarterly priorities
• Open issues and blockers
• Agree corrective actions and timeline to Acceptance Gate
• Action tracker and next steps
• Incumbent decommissioning confirmation
• Agree immediate remediation actions
• Agree remediation timeline for any failed criteria