MISSION
To be the Region’s leading facilities management provider with exceptional quality service delivery achieved through operational excellence.
VISION
To make tomorrow a better place by contributing to the communities and cities that we offer our services in, by being responsible employers and giving back to society.
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ABOUT US Emrill is an award winning Integrated Facilities Management provider in the United Arab Emirates (UAE). With over 6,000 directly employed staff, Emrill holds an exceptionally high level of client retention and steady growth since its formation in 2002. We deliver a full range of hard assets and soft facilities management services within Region’s signature developments and Communities. Emrill is committed to providing quality service to our Clients and their end users. We believe in establishing long-term and mutually beneficial relationships with our Clients by delivering service excellence in a cost efficient manner. We provide rigorous development and growth opportunities to our people which is backed up by cutting-edge technology and strong values. This not only
strengthens their professional foundation but also helps Emrill deliver quality service to its Clients and build a better working environment. We believe in solutions that add value to our clients’ businesses and our expertise is second to none as we operate to the highest International standards that are ISO 9001:2008, ISO 14001:2004 and OHSAS 18001:2007 accredited. Recently crowned ‘Overall FM Company of the Year 2014’ second year in a row at the Facilities Management Middle East Awards, Emrill has grown from strength to strength and is respected as a world-class service provider. In addition to winning ‘Overall FM Company of the Year’ and ‘Green FM Company of the Year’ 2013,
‘Health & Safety Initiative of the Year’ 2012 and ‘Innovative Use of IT in FM’ 2011, Emrill became the first FM Company to be awarded the Dubai Chamber CSR Label in recognition of its efforts to operate a business based on sustainable and responsible corporate practices. These prestigious awards reaffirm Emrill’s position as an industry leader, with world-class service delivery and our solid commitment to the advancement of FM in the region.
SECTORS
Corporate, Aviation, Health Care, Retail, Residential, Hospitality, Infrastructure, Education and Oil & Gas.
Emrill operates throughout the UAE from offices in Dubai and Abu Dhabi. Emrill is owned by shareholding partners Al Futtaim, Carillion and Emaar.
www.emrill.com
OUR VALUES Living by our mission of ‘Making tomorrow a better place’, The Emrill Values are created for our people, to be delivered by our people. These values are embedded deep in the roots of Emrill which is reflected by way we do business, nurture our employees and serve our Clients. A key strategic objective is therefore to attract, develop and retain excellent people by becoming an employer of choice.
EMPOWERING Enabling our people to take initiative and ownership, to be responsible for delivering, value and excellence.
Emrill is fully committed to the Welfare of our employees, offering award winning Health & Safety best practices, reward recognition schemes, regular and open communication and first class accommodation. Emrill staff benefit from a dedicated Welfare team that organise recreation throughout the year to facilitate a good work-life balance. Towards the end of each year, Emrill holds an annual Carnival which is spread over a period of 4 months, consisting of 22 different sports events with over 600 matches.
OPENNESS Engaging with transparency and openness, being reliable and accountable for our commitments.
We move to expand beyond the traditional ‘boundaries’ of FM and engage all of our clients to solve emerging problems in an ever changing world. This vision to keep changing and fresh does not sit in isolation; whether it is encouraging our employees to publicly share their successes or providing world-class leadership training we delight in seeing everyone contributing to the wider industry. Ultimately, the biggest contribution we can and do make to our clients and the wider industry is through the knowledge that quality service delivery and FM excellence matters. Our values reflect this desire and are a key driver for each and every one of Emrill’s people, trained to the “Emrill Service Excellence Standard”.
EXCELLING Passionately striving to achieve excellence in everything we do. Continually raising the bar with dedication and commitment.
DIVERSITY Always appreciating and respecting individuals, taking pride in and celebrating diversity. CREATIVITY Always nurturing creativity to add value to the way we work, serve our clients and engage with our people. COLLABORATING Building strong relationships based on trust, integrity and mutual benefit. CARING Caring deeply and sincerely for the people we touch; always being thoughtful and considerate in our actions.
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OUR SOLUTIONS Emrill provides a wide range of integrated facilities management services to several sectors across the United Arab Emirates. CORPORATE We provide full range of facilities management solutions designed for commercial premises, office complexes and manufacturing industries. RETAIL Emrill provides mall operators and retailers with an integrated or single service offering that is flexible and can be tailored for the requirements of a particular location. Our services include mobile support or static on site teams, emergency response and dedicated tenant support teams. INFRASTRUCTURE MANAGEMENT We provide complete infrastructure and environmental management solutions to support master developments. Emrill automates several processes to provide a professional high quality service. HOSPITALITY Armed with a deep knowledge of the business’ critical success factors that drive hotel and leisure projects, Emrill operates around-the-clock with teams to provide a high quality service. RESIDENTIAL Emrill partners with Owners’ Associations, Building Owners and Developers to protect Clients’ investments by providing integrated facilities services in order to ensure that buildings and communities are well maintained, clean and secure. EDUCATION Teaching and learning is easier within well-serviced properties for the convenience of students, administration and teachers. Our model maximizes efficiencies and delivers cost effective quality services - whether occasional or regular service management.
OIL AND GAS We appoint highly qualified teams with expert knowledge of the Oil and Gas sector to deliver your specific requirements. In addition to providing integrated facilities management services, Emrill offers specialized services which include Electrical Overhead Traveling Cranes Maintenance, High Voltage Systems and Transformers. MOBILE MAINTENANCE MPLUS+ is the property services division of Emrill Services, providing maintenance services to over 30,000 residential & commercial units across the UAE in some of the most prestigious developments. MPLUS+ provides maintenance packages and one off services implementing unique on-line technologies that allow customers the flexibility to order services, pay, manage their accounts and track orders on-line. HEALTH CARE We provide an integrated facilities management solution designed to keep the facilities at their highest level of operation to avoid down time. A well run facility helps provide an optimal, safe and cost effective environment for the patient and staff on site. AVIATION Emrill provides tailored solutions specifically for the Aviation sector. Taking into consideration the detailed site requirements, Emrill drives operational efficiencies across contracts to ensure optimal, service quality is delivered.
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OUR SERVICES FACILITIES MANAGEMENT SERVICES • Life Cycle Analysis • Asset Health Check • Operation & Maintenance Manuals • Operation & Maintenance Reviews • Fit-out Manuals • Sinking Fund Calculation • Computer Aided FM (CAFM) • Strategic Facilities Management Plans • Third Party Contract Management • Integrated Management System • Quality Management System • Energy Management Solutions • Condition Based Monitoring and Maintenance
SOFT FM SERVICES • Security • Concierge & Reception • Life Guards • Housekeeping & Cleaning (BICS accredited) • Pest Control • Hard & Soft Landscaping • Waste Management & Hygiene Services • 24/7 Helpdesk • Support Staff
HARD FM SERVICES • Air Conditioning Systems • Electrical Systems • Plumbing Systems • Infrastructure & Utilities Maintenance • Building Management Systems (BMS) • Total Energy Management / Solutions • Fixed & Mobile Solutions • Security Systems (CCTV & Access Control) • Building Fabric Maintenance • Fire Safety Systems • Lighting Systems • Emergency Generation & UPS System • Vertical Transport Systems
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SERVICE EXCELLENCE QUALITY
MONITORING
CENTRE OF EXCELLENCE This state-of-the art Training Facility ensures that Emrill staff provides consistent quality service by driving innovation with standard operating procedures, web-based knowledge sharing, extensive training and development programmes.
At the heart of Emrill’s service delivery is a set of key performance tools designed to drive a strong and consistent performance. These performance tools include CAFM and E-Manage, our unique real time performance management system.
Each division within the Centre is led by a recognised industry expert allowing our clients to benefit from industry leading practice, new trends in facilities management and innovative ways of cultivating environment for strong and efficient performance. Through the Centre of Excellence, we continuously drive the development of our staff and services to increase productivity and customer satisfaction while clients benefit from cost efficiencies.
E- MANAGE, REAL-TIME PERFORMANCE MANAGEMENT SYSTEM Emrill has developed e-manage, an innovative ‘RealTime’ Performance Management System that gives our clients, key suppliers and operational teams 24/7 real time performance reporting. E-manage is the first innovative system of its kind to be implemented extensively for use in the FM Industry in the region. Current operations can be observed on web based performance dashboards, accessed from anywhere in the world over a data or internet connection, providing a snapshot and high level interpretation of how well Emrill is managing the contract. This way clients benefit from greater transparency of operational performance against Service Level Agreements and Key Performance Indicators. The dashboard is used to interrogate key issues and identify pockets of leading practice that are shared across Emrill sites.
MANAGEMENT CONTRACT MANAGEMENT PLAN (CMP) The CMP is our tool to ensure contract requirements are clearly understood, communicated and delivered effectively to ensure that all applicable processes and procedures are reviewed as part of a continuous improvement programme. Emrill Contract Management Plans Capture: • Local Operating Requirements • Delivery Methodology & Procedures • Performance Metrics with Reports & Dashboards • Corrective Action Plans
Clients will benefit from continuous improvement throughout the life of the contract with the CMP rigorously capturing changes throughout the contract term, cascading them to the operational team. CONTRACT REVIEW MEETING (CRM) Effective Contract Management Review meetings are vital to Emrill achieving its contract objectives and boosting operational performance. The main purpose for CRM is driving performance, improvements and control at contract level across all sites.
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Emrill Energy is an accredited Energy Service Company (ESCO), certified by the Regulatory Service Bureau of Dubai. Emrill Energy offers total energy management and energy engineering solutions, utilising the latest innovative technologies, to deliver efficiency savings to the region. We provide our clients with an entire turnkey energy solution starting from consultancy and Investment Grade Audit, to design, install and commissioning through to monitoring, measurement and verification of savings. Emrill Energy’s unique service provides tailor made solutions with an extensive and vast product portfolio from different vendors to ensure the best fit and combination for each Client’s specific requirements and objectives to maximise energy efficiency. The partnership provides commercial, office, residential complexes, developments and industrial complexes with energy solutions.
Emrill Energy brings on-board the Facility Management experience through Emrill Integrated Facilities Management Services and the Total Energy Management expertise of Carillion Energy Services to provide a unique retrofit solution which is best suited for the UAE. This is backed by more than 26 years of experience within the industry and an unparalleled track record with some of the world’s most prestigious companies and organisations, including Vodafone, Pfizer and the UK Ministry of Defence. Emrill Energy has a unique and extensive product portfolio that enhances the efficiency of systems • Lighting • HVAC • Renewable Energy • Motive Power • Refrigeration • Air Handling • Chilling • Control & Monitoring
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Emrill Specialist Services is a new service line offered by Emrill that will enable us to self-deliver services that require special technical skills, knowledge and legal approach. Through Emrill Specialist Services, we will be able to offer our clients Annual Maintenance Contracts, Supply and Installation, Technical Consultation, Engineering Solutions, Life Cycle Costing, Training Services and Technical evaluation and risk assessment. Types of services delivery: SPECIALIST TECHNICAL SERVICES • Electronic Systems: BMS, CCTV, UPS, PLC, SMTV, FAS • Power Systems: Generators, CBS, Air Compressors, LV S.S, HVS.S, Transformers • HVAC System: Chillers, Air Handling Units, AC • Electromechanical System: Lifting Equipment, Doors, BMU, Gym Equipment SPECIALIST TRAINING SERVICES • Technical Training • FM Training SPECIALIST CLEANING SERVICES • Building Cleaning (Exterior Windows & Façade) • Pest Control • Water Tank Cleaning The provision of these services enables us to control the quality of service delivery, provide cost saving opportunities for our clients and have a positive impact on Emrill’s market image.
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SUPPORT HELPDESK 800-EMRILL (367455) The Emrill Helpdesk provides solid support to our clients ensuring that their needs are met. Our Helpdesk can be contacted for information or assistance 24 hours a day, 365 days a year. The Emrill Helpdesk utilises Concept Evolution as a Computer Aided Facilities Management (CAFM) platform which provides several benefits such as web access and real time performance that enables efficient management and processing of requests. As a standard we provide our clients with reports that capture: • Reactive Performance • Planned Work Schedules • Call Performance • Financial Performance
ONLINE CUSTOMER PORTALS ANYWHERE IN THE WORLD In offering a totally integrated service, Emrill & MPLUS+ online portals provide a premium customer service experience with a unique online application for customers to manage their services, securely pay bills and access support from anywhere in the world with the click of a button. An extension to our Helpdesk, customers always remain informed with the ability to raise requests and receive instant status updates. We provide our clients with unique on-line features: • Account Management • Instant Information • Service Store • Online Payment & Statements
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ANANTARA PALM JUMEIRAH Client: Developer: Sector:
GICM Seven Tides Hotel & Residential
Project Description: ANANTARA RESIDENCES & HOTEL, PALM JUMEIRAH Anantara Palm Jumeirah Resort & Spa is nestled into the beautiful Crescent that surrounds The Palm Jumeirah. Set off from the major passageway of The Palm Jumeirah, the breakwater is the perfect secluded setting for resort living. Operated by global resort hospitality group Anantara Hotels & Resorts, the Anantara Dubai, Palm Jumeirah Resort & Spa will feature 293 hotel rooms and over 450 condominium apartments. Features include: • Temperature-controlled swimmable Lagoons comprising 10,000 square meters • Secure underground carparking of 550 bays • Direct lagoon or beach access for 50% of the hotel rooms
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SCOPE OF SERVICES Facilities and Amenities • Swimming Pools • Clubhouse • Gymnasium • Beach FM Services • FM Management • Cleaning Services • General MEP Services • Security Services • Concierge Services • Lifeguard
• Programming Access Cards • Premium Services • Asset Management Value Added Services • Contract Management • Defect Liability Period Management • Managing Agent Role • Energy Saving Initiatives • Don’t Walk By System • Continuous Improvement-Kaizen
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ETIHAD AIRWAYS Client: Etihad Airways Developer: Etihad Sector: Retail, Commercial & Residential Project Description: ETIHAD AIRWAYS Etihad Airways is the national Airline of the United Arab Emirates operating from Abu Dhabi and provides passenger and cargo services for both short-haul and long-haul operations across the globe. Etihad Airways commenced operation in 2000 and has gone on to become one of the fastest growing airlines in the history of commercial aviation. Emrill is providing a variety of services at Etihad Airways sites which include the airline’s headquarters, training academy, residential buildings, terminal offices, sales shops and kiosks located in Abu Dhabi, Dubai and Al Ain.
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SCOPE OF SERVICES Integrated Facilities Management • MEP Services • Housekeeping Services • Office Boy Services • Porter Services
Specialist Services • UPS Maintenance • Generator Maintenance • ETS Maintenance • Sliding / Automatic Doors / Rolling Shutter • BMS Maintenance • Signage Maintenance • Elevator Maintenance
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OCEANA RESIDENCE Client: Developer: Sector:
ASTECO Seven Tides Residential & Retail
Project Description: OCEANA RESIDENCES PALM JUMEIRAH Oceana Residence is a mixed use development built in 2008 comprising 7-residential apartment buildings with supporting amenities including: dedicated beach access, pool side restaurant, large pool areas (including 1 infinity pool, lazy river and kids’ pool), car parking space for 1,186 vehicles and a hotel project which is yet to be finalized.
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SCOPE OF SERVICES Facilities and Amenities • Recreation Area • Gymnasium and Aerobics Room • Children’s Play Area • Dedicated Beach • Infinity Pool, Lazy River Kids Pool • Poolside Restaurant • Car Parking FM Services • Security Services • Housekeeping & Cleaning • MEP Plant and Equipment Maintenance
• Concierge • Lifeguard • Programming Access Cards • Premium Services • Asset Management Value Added Services • Energy Management/Conservation • Energy Saving Initiatives • Don’t Walk By System • Continuous Improvement-Kaizen
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YAS MALL Client: Sector:
Aldar Properties PJSC Retail & Commercial
Project Description: YAS MALL ABU DHABI At 2.5 million square feet, Yas Mall is Abu Dhabi’s largest mall, and the second biggest in the UAE after Dubai Mall which sprawls over 12 million square feet. Besides 370 retail stores including the largest Debenhams outside of the UK, the Middle East’s biggest Zara, Nike and Adidas, it will have a 20 screen state-of-the-art cinema by VOX featuring the UAE’s first 4Dx cinema experience and biggest iMAX screen, the region’s biggest family entertainment zone by Fun Works, around 60 food and beverage outlets including Abu Dhabi’s first Cheesecake Factory and the region’s first Rogo’s Rollercoaster Restaurant. It has covered parking for 10,000 cars, and direct links to Ferrari World.
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SCOPE OF SERVICES Hard FM Services • Mechanical • Electrical • Plumbing • Civil and Fabric Specialist Services • Fire Alarm & Detection System • Fire Fighting Equipment • Stand-by Generators • Electrical Distribution Boards • Electrical Lighting Timers • High Voltage Systems
• Waste Management System (ENVAC) • Access Control System • Building Management System • Car Park Counting/Management System • CCTV System and Ancillary Cabling Accessories • Central Battery System • Cleaning of Duct and Hoods • Daily Grease Removal from Tanks • Elevators, Escalators and Travelators • Intruder Alarm System • Water Features • Audio Visual Equipment Maintenance
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PRINCESS TOWER Client: Developer: Sector:
Kingfield Owners Association Tameer Holding Residential
Project Description: PRINCESS TOWER The tallest residential tower in the world, The Princess Tower is a development that stands at 107 storeys and encompasses basement floors, a ground floor and 100 above-ground levels. Princess Tower houses 763 luxury apartments, including one, two, three, four bedroom apartments in addition to penthouse apartments overlooking The Palm Jumeirah.
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SCOPE OF SERVICES Facilities and Amenities • Recreation Area at Level 97 • Indoor & Outdoor Swimming Pool • Gymnasium and Aerobics Room • Children Play Area • Billiard and Table Tennis Rooms • Sauna Rooms • Landscaped Podium • Car Parking • Retail Outlets on the Ground Floor FM Services • Security Services • Housekeeping & Cleaning
• MEP Plant and Equipment Maintenance • Concierge • Lifeguard • Programming Access Cards • Premium Services • Asset Management Value Added Services • Energy Management/Conservation • Energy Saving Initiatives • Don’t Walk By System • Continuous Improvement-Kaizen
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DUBAI AIRPORTS Client: Sector:
Dubai Airports Aviation/Government
Project Description: DUBAI AIRPORTS Dubai Airports (DA) owns and manages the operation of both of Dubai’s airports - Dubai International (DXB) as well as Dubai World Central (DWC). Dubai International Airport is the largest of the Middle Eastern hubs and is ranked the second busiest airport in the world in terms of international passengers according to Airports council Internationals latest figures. The airport serves more than 150 airlines flying over 220 destinations across six continents. We provide integrated cleaning and janitorial services at Terminal 3 and Concourse B and C.
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SCOPE OF SERVICES
Soft FM Services • Housekeeping & Janitorial Services Value Added Services • Energy Management/Conservation • Energy Saving Initiatives • Don’t Walk By System • Continuous Improvement-Kaizen
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MEDICLINIC Client: Sector:
Mediclinic Middle East Health Care
Project Description: MEDICLINIC MEDICAL CENTRES AND CLINIC Mediclinic Middle East is part of Mediclinic International, one of the top 10 listed private healthcare groups in the world with 52 private hospitals in Southern Africa, 16 in Switzerland under the name Hirslanden and 2 hospitals and 9 clinics in the UAE. Mediclinic International’s headquarters are in Stellenbosch, South Africa. Mediclinic Middle East owns and operates some of the most respected healthcare facilities in the region. These include Mediclinic Welcare Hospital, Mediclinic City Hospital, Mediclinic Dubai Mall, Mediclinic Ibn Battuta, Mediclinic Meadows, Mediclinic Arabian Ranches, Mediclinic Mirdif, Mediclinic Al Qusais, Mediclinic Al Sufouh, Mediclinic Beach Road, Mediclinic Corniche and Mediclinic Al Hili. Mediclinic Middle East operates according to the same brand values as Mediclinic International, namely the ‘Science of Care’.
SCOPE OF SERVICES Technical Services • MEP Plant & Equipment Maintenance • Asset Management Soft Services • Housekeeping • Support Services • Helpdesk
Value Added Services • Energy Management/Conservation • Energy Saving Initiatives • Don’t Walk By System • Continuous Improvement • Kaizen - Innovations
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MASDAR CITY Client: Developer: Sector:
Abu Dhabi Future Energy Co. Masdar Mixed Use Development
Project Description: MASDAR CITY Masdar City is designed to provide a quality of life to rival that of any world-class city - while also being uncompromisingly sustainable. The purpose of this is to demonstrate that environmentally responsible living is compatible with a commercially viable business model that offers people and organisations a desirable place to live and work. One of the most sustainable communities on the planet, Masdar City is an emerging Cleantech cluster that offers a creative and entrepreneurial atmosphere where businesses can thrive and innovation can flourish, in part because the city itself serves as a model of what green urban development can be. This is especially the case because Masdar City is being designed and operated to provide the highest quality of life with the lowest environmental footprint - all in a manner that is commercially viable.
SCOPE OF SERVICES Integrated Facilities Management • MEP Services • Housekeeping Services • Concierge Services Specialist Services • ELV System Maintenance • Aircraft Warning Lights • Central Battery System • Chemical Dosing System • CO Detection System • Generator Maintenance
• Grease Trap Cleaning • Pest Control • Roller Shutter • Swimming Pool • UPS • Water Tank System • Window & Façade Cleaning Value Added Services • Energy and Cost Saving Initiatives • Don’t Walk By System • Continuous Improvement-Kaizen
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EMIRATES LIVING Client: Developer: Sector:
Emaar Communities Management Emaar Properties Residential & Retail
Project Description: EMIRATES LIVING The Emirates Living development is a modern mixed community of residential freehold villas, retail units and Hayya Club.
SCOPE OF SERVICES Facilities and Amenities • Swimming Pools • Children Play Parks • BBQ’s • Basketball Courts • Tennis Courts
FM Services • Security Guarding Services • Housekeeping & Cleaning • MEP Plant and Equipment Maintenance • Pest Control • Programming Access Card • Premium Services • Asset Management • Swimming Pool Maintenance • Lifeguards
Value Added Services • Energy Management/Conservation • Energy Saving Initiatives • Don’t Walk By System • Continuous Improvement-Kaizen • Occurrence Book Reporting
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ETIHAD TOWERS Client: Developer: Sector:
MORGANTI PM Sheikh Syroor Bin Mohammad Al Nahyan Residential & Commercial
Project Description: ETIHAD TOWERS A true landmark of Abu Dhabi, the 300 metre high Etihad Towers provide sweeping panoramic views of the capital from the exclusive beachside of the Al Ras Al Akhdar district. The 5.8 million sq. ft. property includes one commercial and three residential towers with 885 luxurious residences along with stylish cafés, restaurants, boutiques, health clubs and spas.
SCOPE OF SERVICES FM Services • Concierge • Life Guards • Helpdesk • Store Management • Drivers • Office Boys • Porters
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ACCREDITATIONS We recognise the importance that many organisations attach to the pre-qualification process to ensure that prospective contractors are able to meet the technical and commercial requirements of the ultimate contract, in particular the implementation of robust ISO Accredited Quality Assurance Systems. Emrill Services LLC has been audited and is in compliance with the management system standards: Accreditation: ISO 9001: 2008 Certifying Body: Bureau Veritas Certificate Number: 215196 Scope of Activities: Delivery of IFM Solutions and Support Services. Accreditation: ISO 14001:2004 Certifying Body: Bureau Veritas Certificate Number: IND10.1284 U/E/1 Scope of Activities: Delivery of IFM Solutions and Support Services. Accreditation: OHSAS 18001:2007 Certifying Body: Bureau Veritas Certificate Number: IND10.1284/HS/1 Scope of Activities: Delivery of IFM Solutions and Support Services. • Corporate Social Responsibility Label by the Dubai Chamber of Commerce • Security Staff are licensed by the Department of Protective Systems (DPS) in Dubai .
The application of accredited procedures and systems ensure continued high quality service and conformance to exacting standards. These procedures are continuously improved, revised and updated. MEMBERSHIPS • Certified Energy Service Company (RSB Dubai) • Founding Member of Middle East Facilities Management Association (MEFMA) • Member of the Institution of Leadership and Management • Member of British Institute of Cleaning Science (BICS) • Corporate Member of Institute of Asset Management • Member of Emirates Green Building Council (EGBC) AWARDS • FM Company of the Year - Wasl Asset Management 2014 • Overall FM Company of the Year - FM ME Awards 2014 • Overall FM Company of the Year - FM ME Awards 2013 • Green FM Company of the Year - FM ME Awards 2013 • ME FM Company of the Year - European CEO Magazine 2013 • Health and Safety Initiative of the Year - FM ME Awards 2012 • Innovative Use of IT in FM - FM ME Awards 2011
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THE LEADING FACILITIES MANAGEMENT COMPANY IN THE UAE
www.emrill.com