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*Please be advised, some of the links listed below are still under construction. We thank you for your patience while we work towards providing you with more information.
The Asset Management (formerly Service Delivery) Office's principal responsibilities are to design, develop, deliver and evaluate service and relationship related programming for the suite of services that Real Property and Asset Management (RPAM) offers to it's clients.
There are currently a number of key service improvement strategies underway including the implementation of Service Level Agreements (SLAs), outcome-based performance measurements, customer feedback, revision of the policies and processes for management agreements, direct Occupational Health and Safety (OHS) guidance to the other RPAM sections, and accommodations and tenant relationship management. Also included is the introduction of an alternative service delivery approach for operating the new all-weather artificial sports complexes providing citizens with better quality facilities.
This section is primarily an internal service provider that assists the other divisions of RPAM, as well as other business units within HRM, to improve the various approaches to service delivery. External client contact is typically with respect to those facilities that are managed on behalf of HRM by community groups, agencies, boards or commissions.
This office also negotiates and manages pivotal relationship agreements with the Halifax Regional School Board and other similar organizations. The Asset Management office consists of five (5) main areas: Accommodations, Client Services, Occupational Health & Safety, Performance Measurement & Service Delivery, Alternative Service Delivery Projects.
Asset Management Manager, Doug Rafuse, P. Eng.
Recent Accomplishments
- Negotiated and signed a Service Exchange Agreement with the Halifax Regional School Board
- Developed a new operating business plan for the Sackville Sports Stadium
- Completed a high-level review of HRM support to the Multi-District Facilities
- The first full operating season of the new Halifax all-weather sportsfield proved successful
- A number of initiatives were implemented to foster a better employee-centred workplace, including the establishment of Tenant-Relations Committees in all major multi-departmental work places.
Current Initiatives
- Several new service exchange agreements will be developed, including one with the P3 schools
- Design and delivery of a new all-weather sportsfield in Dartmouth
- A more in-depth study of the multi-district facilities is planned and an action and implementation plan is being developed to address any concerns raised from focus group sessions of sportsfield users
- Development of a new policy framework for facilities operated under management agreements.
Accommodations
Accommodations plays an instrumental role within the organization as it is designed to better manage staff relationships and issues involving HRM staff from other business units. Staff are often occupants of multi-tenant spaces and are principal clients of RPAM, mainly to both our Property Operations Section and Capital Projects Section, deserving of high quality work locations.
This area chairs various tenant relations committees within the multi-tenant spaces, works closely with other RPAM sections on maintenance and renovation projects, oversees minor accommodation change requests, and manages workstation inventory.
Accommodations Coordinator, Kent Ritchie
Client Services
Client Services manages both internal and external relationships as they relate to all HRM facilities (major and minor) operated under management, operating, and partnership agreements. All facilities managed under such agreements are principally linked and driven by a program mandate arising from an HRM business unit that directly affects the citizen. The role of RPAM's Client Services is to act as a central coordination point ensuring consistency in approach and process for the management of all related real property issues. Responsibilities include leading the design, development and negotiation of standard management and agreement templates, policies, and procedures. Working closely with various other HRM business units as well as external agencies, boards, commissions and other community groups, this area ensures quality service is provided to citizens.
Acting Client Services Coordinator, Betty Lou Killen
- Standard Management Agreement Template
- List of Facilities under Management Agreement
- Partnership Application
- Partnership Agreement Template
- Indoor Recreation Facilities Master Plan (WARNING - due to it's large size, this file may take a few minutes to open. We thank you for your patience.)
Occupational Health and Safety (OHS)
This area provides hands-on leadership and technical support to the implementation and maintenance of HRM's Occupational Health & Safety Program (OHS). Services are provided across all sections of RPAM, as well as the Shared Services Business Unit, in support of their duty to meet the obligations of health and safety legislation, HRM policies, and other related standards and codes of practice. This area responds to OHS issues and requests within RPAM and Shared Services, coordinates training program requests from each RPAM Section, and researches, designs and develops new policies as required.
Occupational Health and Safety Officer, Don Kelly
Performance Measurement & Service Delivery
This area focuses primarily on internal relationship management within RPAM with a view to finding ways to improve service delivery while measuring and reporting on outcome-based performance. One of the major activities includes designing, negotiating and preparing Service Level Agreements (SLAs), and related service standards, as a means to help manage service expectations. The role for this area is to ensure that the outcome-based performance measures established with the above noted process are also linked to both the business unit's annual service plan as well as the HRM Scorecard. Other areas of responsibility for this area include overseeing and formalizing a customer service strategy and feedback program within RPAM, negotiating pivotal service agreements with external organizations such as Halifax Regional School Board, and other arising special projects that are designed to improve overall service delivery, both internally and externally.
Performance Measurement & Service Delivery Coordinator, Annette Verge
- SLA Agreement Template
- RPAM Customer Feedback Strategy
- Halifax Regional School Board Service Exchange Agreement
- Service Delivery Charter
Alternative Service Delivery Projects
The Service Delivery Office is currently overseeing the operation of the new artificial sports field in the Mainland Common completed last year, and the project management and construction of a second installation in Dartmouth scheduled for completion in 2005. Both these locations offer an alternative approach to the previously standardized method of the provision of natural sports fields. This office is working very closely with our Property Operations and Capital Projects Sections. The new fields will be closely monitored for comparison of construction and operating costs against the regular fields maintained by Property Operations.
All-Weather Fields Facility Manager, Jim Naugler
- Property Operations Sports Fields, Playgrounds & Greenbelts
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