It is one thing to use different technologies, yet quite another to integrate them successfully and produce meaningful outcomes. In fulfilling specialist maintenance for one of Australia’s big four banks, A.G. Coombs is applying a range of cutting-edge systems to ensure the most appropriate and expedient response no matter the location.

Working with facilities management firm Cushman & Wakefield, A.G. Coombs has been delivering mechanical services, electrical and fire services maintenance to the National Australia Bank’s (NAB) commercial, retail and critical data centre properties across its southern region since 2010.

This encompasses over 350 locations throughout Victoria, Tasmania, South Australia, Western Australia and the Northern Territory.

To comply with the contract’s strict response and completion times while overcoming the geographical challenges that the region presents, A.G. Coombs has developed a number of smart, integrated technology solutions.

Among these are Maintenance Management systems that provide automated triage and prioritisation of work orders, the A.G. Coombs’ Dispatch system, and integrated mobile device Applications that streamline onsite job management and ensure safety compliance. These systems integrate and complement systems operated by Cushman & Wakefield and NAB.

Committed to providing “the right technician, on the job, at the right time with the right information”, A.G. Coombs has developed an algorithm-based Dispatch System. It references over 150 A.G. Coombs technicians based on their skill set, experience with the site, client induction status, their location relative to the site and their availability, to determine the most appropriate technician for the task.

Upon arrival on site, technicians are required to log into the NAB Visitor App and comply with NAB’s induction, safety and compliance requirements.
The A.G. Coombs Check Call App is used by the technician at scheduled times throughout the day to help assure their safety on site, which is particularly relevant for remote locations or where the technician is working alone.

Should a subcontractor be engaged to perform maintenance, the A.G. Coombs SNES (Sub-contractor Email Notification System) web-based system allows a direct interface with other A.G. Coombs systems to provide real-time job status updates and resolution notes without delay.

Immediate estimates on proactive work are supplied directly to Cushman & Wakefield by the technician via an A.G. Coombs Quote App, and linked to the Dispatch System for efficient job creation. Full and immediate access to job and asset information comes via the A.G. Coombs Customer Portal for compliance and reporting purposes.

This technology-based approach to managing maintenance contributes to critical infrastructure reliability, KPI and regulatory authority compliance, the effective life cycle management of assets and the delivery of comfort conditions for the well-being of NAB staff and customers.

“In maintaining critical infrastructure like those of the National Australia Bank, technology has an important role to play,” says Shannon O’Connor, National Facilities Manager, NAB with Cushman & Wakefield.

Along with their technical acumen and ability to overcome the challenges presented, A.G. Coombs’ has developed and integrated technology solutions that contribute significant value to our client, and ensure the rigorous expectations of our contract continue to be met.Shannon O’Connor, National Facilities Manager, NAB with Cushman & Wakefield