4 - Corrigo
Contents
1. RESOURCE GUIDE Vendors will primarily be responsible for corrective work orders Below is a brief description of common work order issues Carpentry Hang or take down cork boards bulletins boards white boards non electrical signage non precious art etc does not include large banners or posters repair adjust or replacement of installed cabinet hardware Carpet Emergency safety repairs to defective carpet seams Replace carpet tiles limited basis if more than five 5 CBRE should be contacted Ceiling tiles Replace defective or stained ceiling If the ceiling tiles are water damaged the vendor should investigate to determine where the source of the water If itis determined that the water damage is the result of a roof leak the vendor should immediately contact the CBRE helpdesk If it is determined that the water damage is the result of a plumbing or HVAC issue that is within the scope and capabilities of the vendor and within the NTE repairs should be made Battery replacement in key pads and door mechanisms repair adjustment and replacement of interior locks and hardware provided no special programming is involved Doors Interior doors weather stripping excluded if integral to door requiring door vendor to repair or replace door hardware to include door locks cabinet locks padlocks standalone electronic keypad locks electronic keypad batteries exit devices alarmed exit devices door closures hinges an2. GUIDE atat Global Corporate Services GCS Facilities Management RESOURCE GUIDE Table of Contents AT amp T RETAIL GENERAL SUPPORT INFORMATION sisscccccucs cccccsusiscscssesssecnessonvsesesscousssaconseoussasetdessnsedonscssnasscusesoasasdenes 3 OVERVIEW M 3 INSURANCE REQUIREMENTS amp VENDOR SET UP rrr bake vende ego eara SE aee 3 CORE MAINTENANCE SERVICES pe 5 WON DATABASE amp WORK ORDER RESPONSE EXPECTATIONS sccsssscsssscssssecsssecsssccssscesscssssssssssesssscsesceseseess 9 EMERGENCY WORK ORDERS ioina nosni aeoea riesa aao ao iaaa aatar dacudvasvacucasvassesdsnehsdeadasbedasesdecesetasnscdes 9 WORK ORDER FOLLOW UR PROCESS area dates tease det 9 DUE DATE EXTENSION PROCESS scusiscsisscciscspazsscbbacassasiexasuesssasdedesssascaseionsaieaudavsndivnadvsnadoapeadousieepesdasessenneedoussnostaans 9 CHECKING INIVR OD T 10 NTE PROCESS i sczess dec 10 AFTER HOUR CONTA MC p ERES 12 xus Ed feeit M 12 AT amp T RETAIL VENDOR PERFORMANGCE T 16 CBRE VENDOR 40 07 py eg p c M M 16 REVISION TABLE em 17 GCS Facilities Management RESOURCE GUIDE AT amp T RETAIL GENERAL SUPPORT INFORMATION
3. AT amp T Retail Facilities Help Desk 1 866 512 7138 Email ATTRetailvendors cbre com Portfolio Information CBRE will be responsible for providing facilities maintenance call center operations and work order management services for approximately 2200 AT amp T retail store kiosk and Devices Support Center DSC locations throughout the United States and Puerto Rico AT amp T Mobility Corporate Real Estate is organized into five real estate regions Northeast Region Virginia West Virginia Eastern Pennsylvania Maryland Delaware New Jersey New York Connecticut Rhode Island Massachusetts New Hampshire Vermont Maine and the District of Columbia Southeast Region Georgia North Carolina South Carolina Florida Alabama Mississippi Louisiana Puerto Rico and USVI South Central Region Arkansas Kansas Missouri Texas and Oklahoma North Central Region Illinois Indiana lowa Michigan Minnesota Nebraska Ohio Western Pennsylvania Wisconsin North Dakota and South Dakota West Region Arizona New Mexico Colorado Utah Montana Idaho California Nevada Oregon Washington Wyoming Alaska and Hawaii OVERVIEW CBRE entered into an agreement with AT amp T Retail to provide facility management support services to designated retail locations Vendors are required to supplement this program Each vendor is set up with Corrigo to receive work orders from the CBRE system It is required that vendors respond to
4. 233223322 2 13 2013 3 02 21 PM 1 00 notvet specified 53010098 FM Customer 222332223333 5 12 2010 9 30 24 PM 39 60 C v ot yet specified 53040067 FM Customer 1234567890123456 4 29 2010 9 53 49 PM 22 00 111111222 11 12 2009 10 08 34 60 00 ot yet specified FM Facility Maintenance 9 1 2009 11 39 26 AM 150 00 T ot yet specified 110094 FM Facility Maintenance 9 1 2009 11 38 24 20 00 59760029 59760029 EPL 7x Test 6 30 2009 11 11 16 PM 0 00 ot yet specified 110052 Fun Family Facilities 11 25 2008 11 39 45 PM 601 00 12345 Fun Family Facilities 11 25 2008 10 13 26 PM 10 00 Ea Figure Add Ref Check column AT amp T RETAIL VENDOR PERFORMANCE e WON will automatically provide reports on vendor performance levels work volume response times specific details associated with work completion and invoicing CBRE will evaluate supplier performance and the following factors will be considered Cost per work order Work order completion Work order communication Hourly rate Rework Hours per work order Professionalism O O O DO O 0 CBRE VENDOR CONTACTS For the convenience of our vendors the CBRE Helpdesk is available 24 hours a day 7 days a week A Customer Service Representative can be reached at 1 866 512 7138 or send an email to attretail cbre com CBRE AT amp T CSR s can only close out 1 work order per phone call When a work order has been flagge
5. Complete WO Submit quote for approval in Work Track manager signature amp UID on WO Submit Invoice price items Fax signed WO P taxes amp repair code Accounting Receive lump sum payment authorization email from MasterCard Thursday View invoice payment detail in Work Track Tuesday GCS Facilities Management RESOURCE GUIDE WON DATABASE amp WORK ORDER RESPONSE EXPECTATIONS Each time a work order is dispatched from CBRE it will be dispatched with a Priority Each priority has respective response and completion times In each work order you will see the Maximum Dispatch Time clearly displayed All Work must be completed by the response times indicated below The clock begins running when the work order WO is dispatched and ends when the work order is closed out in the WON system The priority code is indicated on the top right of the emailed WO and the completion time is listed within the WON Maximum Response Maximum on site Completion Priority Key Dispatch Time Targets Target Time Less than 4 hours P Emergency Less than 8 hours Less than 12 P2 Urgent hours Less than 24 hours P3 Expedited 4 Calendar Days 9 Calendar Days Non urgent 7 Calendar Days 15 Calendar Days 30 Calendar Days 38 Calendar Days EMERGENCY WORK ORDERS e If your team members do not have tablets or PDAs your home office should be contacted to make any required adjustments in the system P1 Emer
6. NTE is a pre determined amount that CBRE AT amp T assigns based on the work specialty e Quotes can only be submitted if the vendor has an open work order e All work must be 100 completed before marking complete WON AFTER HOUR CONTACT Please update your afterhours contact information in WON PAYMENT amp INVOICING VCA To receive payment from cbre all vendors must be set up with e Payments remitted to vendors through VCA Program e Suppliers must have capability to process receive a credit card payment e Provide a secure email address to CBRE to receive notifications from MasterCard e MasterCard is a secure email which will require a password e The First time you receive the email you will be prompted to setup a password e Suppliers will receive a new 16 digit card number each time a payment is issued e This will be emailed to you directly from MasterCard and will be sent from Incontrol mastercard com mE VCA Vendor Letter docx docx Invoicing e In order to submit an invoice work must be marked as complete within WON including work category and repair category please refer to the user manual for instructions GCS Facilities Management RESOURCE GUIDE e signed proof of service is then uploaded to WON by vendor Proof of service is required to authorize payment Vendor then inputs the invoice information in for processing e CBRE receives invoice to authorize for payment Authorization is c
7. our work orders within our response times provided and update our work order system in a timely manner Our goal is for vendors to provide best in service and rates Performance of our service providers is key to the AT amp T retail service delivery INSURANCE REQUIREMENTS amp VENDOR SET UP GCS Facilities Management RESOURCE GUIDE Insurance In an effort to strengthen CBRE s risk management program and ensure that we are in compliance with federally mandated laws and regulations CBRE has partnered with Global Risk Management Solutions GRMS a Supplier Screening and Certificate of Insurance tracking and management provider e GRMS is checking for the following items gt Certificate s of Insurance gt Liens Bankruptcies Litigations gt Disadvantaged Business Certification Search gt Business Security Search gt W 9 Tax Form Collection amp Verification e Please contact the GRMS Support Center with any questions regarding the screening and insurance requirements at http support globalrms com or 877 616 2739 Insurance Limit Requirements General Liability Limits 1 000 000 2 000 000 Auto Liability Limits 1 000 000 Umbrella Liability Limits 1 000 000 Workers Compensation Each Accident 500 000 Each Disease 500 000 Disease Limit 500 000 Additional Insurance Language e CBRE Inc AT amp T Services Inc and their respective affiliates officers and employees must be added as Additional Insured
8. s on General Liability policy e Awaiver of Subrogation in favor of CBRE Inc AT amp T Services Inc and their respective affiliates officers and employees under General and Workers Compensation policies e Insurer must have an A M Best rating of A and FSC Class VII or higher Vendor Documentation requirements e Vendor Profile e Rate Card Importance of Documents e Requested documents are required to ensure CBRE AT amp T Retail are in compliance with all federal mandated laws and regulations e Providing these documents provides CBRE with accurate vendor information o Vendor Profile o Rate Card o W 9 to ensure the correct EIN number is recorded o 0 00 invoice to ensure payments are submitted to the appropriate address Below are examples of all required documents for your review COI Requirements GCS Facilities Management RESOURCE GUIDE EZ y Certificate of Insurance Requiremer EZ y Endorsement CG 20 10 07 04 EZ y Endorsement CG 20 10 11 85 E Endorsement CG 20 37 07 04 W 9 Tax form collection and Verification 4 W 9 Vendor Profile Document required by CBRE to ensure the correct vendor information is on record rs Vendor Profile Rate Card Provides details about rates the vendor will be charging for specific services provide to our client f EE il Rate Card Corrective Services xlsx CORE MAINTENANCE SERVICES GCS Facilities Management
9. and exterior wall lights emergency lights test and repair lighting controls and photocells does not include replacing repairing parking lot pole lights Plumbing Restroom fixtures repair adjust or replace installed restroom hardware trims water heaters kitchen leaks and clogged drains and clogged toilets up to 25 Roof Ensure that the roof is free of debris all roof storm and overflow drains are clean and free to flow with no obstructions present Perform minor repairs to the roof or flashing to prevent ongoing degradation for leases that are the responsibility of AT amp T Perform emergency roof repairs to stop leaks until permanent repairs can be made Walls Minor interior repairs base boards vinyl base reattach wall vinyl etc Windows Repair and adjust window hardware Inspections Site inspections annually GCS Facilities Management RESOURCE GUIDE e Roof systems e Parking lots e Signage Vendors who are responsible for reoccurring work orders will receive a detailed description of scope of work as part of their contract This shall include but not limited to the following e Landscaping e Pest Control e Fire Extinguishers Accept via email reply or Work Track Receive new WO alert email Reject via email reply or Work Track Enter ETA amp start WO in Work Track GCS Facilities Management RESOURCE GUIDE Call Helpdesk to create child IVR in upon store arrival
10. d please wait 30 minutes prior to contacting the AT amp T Retail helpdesk If you do not get a response Who is the accounting contact for AT amp T CBRE WO s for our region gt For accounting related questions or issues please send an email to VCAPayments cbre com Who do contact if want to be set up as a vendor of have specific vendor related questions 16 GCS Facilities Management RESOURCE GUIDE gt For all questions specific to the CBRE process Please send an email to AT amp T RetailVendors cbre com REVISION TABLE mee purer Description of Change Request By 9 25 13 ep Draft Vendor Resource Guide 10 23 13 Payment updates 17
11. d associated miscellaneous door hardware This service does not include the replacement of key control devices lock cores and keys or key switches Electrical Light fixtures receptacles and repair and adjust interior locking hardware and buzzers time clocks etc General electrical testing and inspection Emergencies In the event of an emergency or natural disaster i e tornado hurricane sandstorm etc vendor will support stabilization and resolution of the emergency regardless of work type Floor tiles Re attach or replace displaced floor tiles Replace floor tiles vinyl or carpet tiles limited basis if more than five 5 CBRE should be contacted Fire extinguishers Verify fire extinguisher in place with updated annual certificate on monthly survey Move fire extinguishers as requested Fixtures Install or move sales fixtures where relocations Minor repairs to sales fixtures door adjust hinges lock sets guides key board trays etc Furniture Minor repairs to furniture door adjustment hinges lock sets guides key board trays etc Gate Shutters Adjust rolling gate shutters or sliding doors that are not under warranty AT amp T Property Manager will provide warranty information HVAC too hot too cold leaks indoor air quality odors or smells HVAC replacements preventative maintenance quarterly Lights and ballasts Replace interior and exterior up to 16 includes walkway lights
12. er outstanding circumstances may arise that warrant a due date extension These circumstances will be included in the daily report provided to the Property Managers Process 1 CBRE will continually review work orders to ensure timely completion This includes daily reports to continually track outstanding issues a CBRE will run reports each day showing a list of currently overdue work orders as well as an additional report showing work orders that are potentially overdue b CBRE will review the details of the work orders and identify situations that warrant a due date extension c Work orders that have been identified as candidates for due date extension will be compiled in an excel document CBRE will provide reasoning behind the due date extension revised due date requested and the detail of the work order CBRE will then send an excel file to the AT amp T for review d AT amp T will review the data and provide feedback on approval or rejection of the due date extension If CBRE does not receive a response within 24 hours of sending the file CBRE assume that AT amp T is in agreement and will make the requested changes 2 AT amp T will periodically request a due date extension CBRE will react accordingly 3 CBRE will identify the need to extend a due date during normal work procedures CHECKING IN IVR TOOL e To begin work it is a requirement to check in and check out when starting and completing a job You can use the IVR tool the C
13. gency work orders must be updated within WON to keep AT amp T informed of the WO status e For P1 Emergency WO s e mails are sent out every 5 minutes and stops at 10 emails or once the work is accepted or rejected If not accepted within the hour the automatic e mails stop and work is reassigned e afterhours contact information for dispatch on P1 and P2 Emergency should be updated within WON by logging into the WON system and changing your profile information Please make these changes every time there are any changes e All P1Emergency WO should have initial phone contact e For Emergency work orders requiring an NTE increase please call the AT amp T Retail helpdesk WORK ORDER FoLLOW PROCESS e CBRE monitors the Dispatch Board every hour to follow up on 1 or P2 Urgent work orders with the service providers e CBRE will reach out to vendors via notes in Corrigo WON to check for status updates BIO m DATE EXTENSION PROCESS GCS Facilities Management RESOURCE GUIDE Purpose This process is to document the procedure for extending due dates for work orders that justify extension The objective of this procedure is to ensure there is consistency with this process while reducing the potential for subjective decisions Example cases for extending due dates 1 Ifa vendor reports that delivery of parts will cause work order to become overdue 2 Delay in workflow due to NTE approval request 3 Oth
14. heck In Check Out app from your smart device or have your back office log into the WON and use the tool For more information on using the Check In Check Out Tool please visit http www workordernetwork com cbre att e If the tech must leave the store before completion of the WO to obtain a part the work order should be paused by using the GPS Check In Check Out or the IVR has a pause option that can be selected NTE PROCESS Non Urgent NTE Increase Request 10 GCS Facilities Management RESOURCE GUIDE 1 CBRE receives quote request in excess of 500 from vendor via notification on the Dispatch Board 2 Facility Coordinator contacts AT amp T for approval 3 CBRE will document these approvals in the notes field within the work order change the NTE to the approved amount and amend the completion date as needed Urgent NTE Increase Request Purpose For P1 and P2 work orders OR when a tech is on site and can complete repairs immediately without additional trips requiring an NTE increase please call the AT amp T Retail Helpdesk When possible CBRE will place the caller on hold and reach out to the client seeking verbal approval Vendor must still submit the quote in WON for approval in order to invoice Procedure 1 Vendor calls the helpdesk to ask for NTE increase 2 Vendor will provide the CBRE with a break down to include parts labor and tax If vendor does not have a break down then the CBRE will no
15. ompleted and invoice is exported to Accounting in batches Each batch is reviewed and sent to VCA From receipt of invoice payment typically takes 30 days e Invoices cannot be submitted without a completed WO and completed Work Category within the WON system S CorrigoNet Windo ternet Explorer El https cbreattretail corrigo com CorpNet default aspx Oy Favorites 3 amp Suggested Sites v amp Web Slice Gallery v F1 CorrigoNet m 3 v Page Safetyv Toolsv i gt Access Appt N A Scheduled Start 8 Duration Financial Possibly Covered by Warranty 0 hrs 00 mins Not to Exceed 5500 P O Number 8 30 2013 01 00 PM Due By m Charge Back No ves Service History Attachments Notes Logs Lists Fields Financial Completion Details Equipment Worked On Verification Repair Category Phone Fix Y Repair Code Select Repair Code Completion Notes Select Repair Category Add Adjust Remove Deliver Pick Up Locks Keys Phone Fix Prev Maint Project z Referral Repair Replacement Service Tech First Responder 4 i Q Internet Protected Mode On eg v 8 125 v P a d 5 54 PM 8 25 2013 e does not require payment please complete the WO as normal and submit an invoice for 0 This will allow CBRE to close out the WO and Invoice proces
16. s within WON Invoice Remittance e Invoice remittance information is accessible through the work order network 1 Whenan invoice is paid the work order will move to the Completed Paid view Service Requests VIEW Completed Paid Waiting On Acceptance Accepted Completed Completed Submitted Completed Authorized Completed Paid Cancelled Edi 13 GCS Facilities Management RESOURCE GUIDE 2 After selecting an invoice you will see the below on the right hand side of it Invoice Status Paid Invoice Date 5 20 2013 F NTE 165 00 Payment Paid by Check Invoice 091 3 The Payment field is a link Clicking the link produces the below Email v Printer Friendly Payment Details Payment Date 9 10 2013 Payment State Paid Payment Method Check Received from Check 2211 Amount 165 00 Display Ref Check on the completed paid list view Vendors receive payment notification from AT amp T in email see below These emails do not contain the invoice but check numbers are listed within WON This is a notification of payment details from ATT Virtual Card Transaction Amount 660 00 Account Number Exp Date 12 13 CVC2 218 Valid from n a UTC Valid to n a UTC single or Multi Use Multiple 14 Cardholder Name Cardholder Address Description CostCode LeaseID WorkOrder VendorCode VendorName In
17. tate that the vendor does not currently have a breakdown 3 The CBRE will notate a description of what issues the vendor found and what they are going to do to resolve the issue 4 The CBRE will place the vendor on hold and contact the AT amp T PM to provide detailed information for approval 5 CBRE will place a public log note stating who gave approval and the amount of the NTE increase 6 The vendor will still need to submit a quote by following the standard NTE process in the WON 7 CBRE will place the work order in Needs Attention Other status and they will notate in the box NTE increase verbally approved 8 The Needs Attention status will reflect on the Facility Coordinator s dispatch board 9 CBRE will pick up the work order from the dispatch board 10 CBRE will make all needed updates to the work order once written communication is received and copied within the work order e A Work Order is received by the Vendor and the work is then evaluated by vendor If the work exceeds the NTE amount the quote is submitted by Vendor through the WON system Once loaded the appropriate person at CBRE and or AT amp T will review and approve the quote If more information is needed to support the quote an email is sent to the vendor to request information 11 GCS Facilities Management RESOURCE GUIDE e If approved vendor may commence work at approved amount and close out WO once complete e If NTE is not approved
18. vendor will receive a call indicating a cancellation of WO and work will be reassigned In event that the NTE is not approved vendor will be able to invoice for time on site All invoices must be entered into the WON system e For Emergency work orders or when vendor is onsite and can complete repairs without additional trip charges being incurred please call the AT amp T Retail Helpdesk to submit quote for approval Vendor must still submit the quote in WON for approval in order to invoice e All initial charges incurred prior to the request for NTE will be paid even if the additional repair quote is rejected The technician is able to charge 30 minutes labor for wait time while the job 5 paused e All quotes that are submitted for an NTE must be backed up by site investigation e Contact the helpdesk if NTE has not been approved within one hour of receipt of P1 Emergency WO call the ATT retail Helpdesk at 1 866 512 7138 e When vendor submits a quote the work order will automatically be flagged e The NTE cannot be changed onsite it must go through the quote process e If asecond quote is needed for additional materials the vendor will need to contact the AT amp T Retail helpdesk and request CBRE AT amp T to reject the approved quote This will open up the Quote feature and the vendor can submit a revised quote e If a work order is received and has a 0 00 NTE this signifies that CBRE AT amp T expects that the work is under warranty e The
19. voiceNo GCS Facilities Management RESOURCE GUIDE ATT RETAIL CBRE WEST 909 CHESTNUT ST RM 29D03 SAINT LOUIS MO 63101 USA VCA Payment 09 12 13 Various Various Various 236986 Eagle Energy Various This is a notification of payment details from ATT Virtual Card Transaction Amount Account Number Exp Date CVC2 Valid from Valid to Single or Multi Use Cardholder Name Cardholder Address Description CostCode LeaseID WorkOrder VendorCode VendorName InvoiceNo 4 979 57 12 13 624 n a UTC n a UTC Multiple ATT RETAIL CBRE SE 909 CHESTNUT ST RM 29D03 SAINT LOUIS MO 63101 USA VCA Payment 09 12 13 Various Various Various 236986 Eagle Energy Various Figure Emails received by vendors when paid by AT amp T The highlighted fields are stored in the WTSP Check Ref field One solution to make it easier to reconcile payments with invoices 15 to add the Ref Check 7 field to the Completed Paid view Now you can find the Check Ref column to provide backup in the WON 15 GCS Facilities Management RESOURCE GUIDE Find Recent Items iv Dispatch Board Customers People Invoice Import Time Card Settings Home Service Requests VIEW Edit Set Status Printer Friendly E Invoice Service Request Customer Ref Check Paid Date Total 53010106 53010106 FM WON DEMO
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