Property and Buildings

Table of Contents

A. Services and initiatives

1. Key Services

We manageone of the largest and most diverse real estate portfolios in the country. We also offer a wide range of professional and technical services.

Office Accommodation Services

  • Managing office space needs of federal organizations in accordance with the Government of Canada's accommodation policy, guidelines and standards
  • Advising clients on the most suitable approach to meeting their accommodation needs, e.g.: appropriate mix of Crown-owned, lease and lease-purchase arrangements, including public-private partnerships
  • Effective maintenance and operation of our real estate assets
  • Responding to property and facility emergencies

Professional and Technical Services

  • Advising clients with planning or decision making on acquisition, construction and maintenance of assets to determine the most cost-effective real estate solution
  • Helping design, construct, rehabilitate or fit-up any type of project: bridges, airports, marine infrastructure, laboratories, dams, highways, office fit-ups and contaminated sites, etc.
  • Providing property and facility management services with state-of-the-art practices and technologies for cost savings and environmental benefits
  • Expertise in a wide variety of asset types: office buildings, secure facilities, laboratories, transportation, heritage facilities, contaminated sites and lands, etc.

Client Relationship Management

  • Effective engagement
  • Reliable communications
  • Monitoring client satisfaction
  • Issues management
  • Strategic planning and service agreements
  • Program oversight
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2. Featured Initiatives

We are transforming and creating new services to better meet our clients' needs and provide the best value for money.

Workplace 2.0

What: Creating modern workplaces that will attract, retain and encourage public servants to work smarter, greener and healthier to better serve Canadians. There are a variety of tools and resources available to implement Workplace 2.0, starting with the Government of Canada Workplace 2.0 Fit-up Standards.

Our Workplace 2.0 vision for workplace renewal has three pillars:

  • The Workplace - renewing our physical workspace;
  • The Back Office - updating systems, policies and processes to support public servants in program delivery; and
  • The Way We Work - using new tools and technologies to connect, collaborate and communicate across the country and with Canadians.

Check out a video of the Workplace of the Future!

Benefits:

  • Maximized use of space and technology to create more flexible and dynamic office spaces that encourage collaboration.
  • Healthier and attractive workplaces to help public servants be more productive.
  • Increased employee mobility for better work/life balance.
  • The government's Federal Sustainable Development Strategy (FSDS) commitment to shrink its environmental footprint and reduce levels of GHG emissions from its operationsmeans greener and more cost-efficient buildings. This translates into savings for Canadians.

Best Practices:

  • Held information sessions with client departments for the release of the Government of Canada Workplace 2.0 Fit-up Standards,
  • Developed supporting tools for clients, including the Workplace 2.0 Toolkit and Navigating Change to Workplace 2.0.

Visit the Workplace 2.0 Website for more information.

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3. What's Coming

Workplace 2.0 Accreditation

What's new: All office space projects will now be reviewed to determine if they meet a bronze, silver, or gold level of accreditation.

Workplace 2.0 Accreditation = People + Space + Technology, three themes reflecting the Government of Canada's commitment to sustainability.

Benefits:

  • Clear, consistent and credible mechanism that ensures Workplace 2.0 principles are promoted and incorporated consistently across all government departments and agencies.

For more information, please visit the Accreditation site on GCpedia.

Webinars

What's new: Monthly Webinars on Workplace 2.0 are being offered in both official languages to anyone who would like to learn more about this initiative.

Benefits:

  • To respond to growing demand for information on Workplace 2.0

For more information, please visit the Workplace 2.0 GCpedia page.

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B. Value for Your Money and Cost Avoidance

Cost Avoidance by…

  • Leveraging PWGSC's real property resources
    • Key functions such as legal, policy, program direction and portfolio planning & management
    • Established national and regional networks
    • Robust governance structure
    • Integrated information management systems and strong analytical and reporting capabilities
    • Reduced need for Clients to set up and run large internal real property organizations

Risk Avoidance and/or Management through…

  • PWGSC's Expertise and knowledge
    • Team of engineers and other specialists ensure compliance with rules and regulations, codes, policies and guidelines
    • Legal experts mitigate legal risks and liabilities
    • Experienced project managers abide by industry standards and best practices
    • In-depth knowledge of Government of Canada processes when dealing with central agencies such as TBS
  • PWGSC's extensive Contracting and Procurement experience
    • Timely and flexible access to private sector
    • Experience in negotiating supply arrangements and standing offers
    • Ability to use purchasing power and benefit from economies of scales
    • Valuable market intelligence due to our regional presence across the country
    • Compliance with contracting rules and international trade agreements requirements such as NAFTA
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C. Service Standards, Results and Targets 

We have surpassed all our targets for our property and building services two years in a row! These results demonstrate our commitment to continuously improve service and meet client expectations. Our continued success is a result of experienced staff, appropriate use of the National Service Call Centre, better time management, new business practices, and regular meetings between our account executives and clients.

Table Summary

The Table on Service Standards, Results and Targets for the Property and Buildings service category shows service targets and results for 2011-2012 and 2012-2013, and service targets 2013-2014 for the following services: Office Accommodation Services; Professional and Technical Services; and Client Relationship Management. It also indicates if the results are available by client in 2012-13.

Property and Building Target
2011-2012		 Result
2011-2012		 Target
2012-2013		 Result
2012-2013		 Available by client Target
2013-2014
Office Accommodation Services
Ensure facilities remain operational during normal business hours (defined as 7:00 a.m. to 6:00 p.m., Monday through Friday) 99% 100%Indicates that the target was met or surpassed 99% 100%Indicates that the target was met or surpassed   99%
Satisfaction rating for service calls reported through the National Service Call Centre 85% 87%Indicates that the target was met or surpassed 85% Indicates that the target has increased or the result has improved from the previous year89.7%Indicates that the target was met or surpassed   85%
Professional and Technical Services
Deliver projects over $1M on time, on scope and on budget in accordance with the National Project Management System principles, provided that certain conditions* are met and are based on negotiated project charters or specific service agreements
  • On time
  • On scope
  • On budget
*Conditions relate to timely project notification, availability, completeness of statement of requirements, and funding.		 90% 97%Indicates that the target was met or surpassed 90% 97%Indicates that the target was met or surpassed   90%
90% 96%Indicates that the target was met or surpassed 90% Indicates that the target has increased or the result has improved from the previous year98%Indicates that the target was met or surpassed   90%
90% 97%Indicates that the target was met or surpassed 90% Indicates that the target has increased or the result has improved from the previous year98%Indicates that the target was met or surpassed   90%
Client Relationship Management
Provide regular progress reports to clients and address any potentials issues 90% 100%Indicates that the target was met or surpassed 95%Indicates that the target has increased or the result has improved from the previous year 100%Indicates that the target was met or surpassed √ 95%
Acknowledge clients' inquiries within 1 business day 90% 100%Indicates that the target was met or surpassed 95%Indicates that the target has increased or the result has improved from the previous year 100%Indicates that the target was met or surpassed √ 95%
Respond to clients' inquiries within 3 business days 90% 100%Indicates that the target was met or surpassed 95%Indicates that the target has increased or the result has improved from the previous year 100%Indicates that the target was met or surpassed √ 95%

Legend:
Indicates that the target was met or surpassedIndicates that the target was met or surpassed.
Indicates that the target has increased or the result has improved from the previous yearIndicates that the target has increased or the result has improved from the previous year.

If you would like to have the results for your department (when the information is available), please contact your account executives. NEW!

We take our commitments on service standards very seriously. If you have any concerns related to our service standards or have any suggestions on how we can improve, feel free to contact us at SIS@pwgsc-tpsgc.gc.ca.

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D. At Your Service: Concrete Examples

Check out how we go the extra mile and ensure open, ongoing communication with our clients NEW!

Example #1:

Client departments required assistance in understanding the impacts of Space Recapture and Space Standards Modernization initiatives announced in Budget 2012 and what these meant for their funded space allocations.

Following two client town hall forums to explain the initiatives, PWGSC embarked on an extensive communication roll out to meet with client departments individually to ensure their understanding. Once reductions were understood, follow-up meetings were arranged to review each client's impacted space allocations and start the discussion to refine client accommodation strategies on a national basis.

As of April 11, 2013, 70 client departments have confirmed their reductions. Meeting to discuss impacts have been held with 42 client departments. PWGSC is now embarking on discussions regarding accommodation strategies. Client response to the approach has been overwhelming positive.

Example #2:

PWGSC has just launched the Accommodation Projects 101 Workbook (AP101), a tool designed to demystify PWGSCs accommodation project processes and to provide the client with project information in a user-friendly format. The Workbook was created in response to negative client satisfaction surveys (Major Crown Projects over $30M) and with the objective of heightening service performance and achieving greater client satisfaction.

The AP101 Workbook is now being used by at least 10 departments and will support them in the delivery of real property projects. The tool is considered the best practice for departmental accommodation projects.

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E. How satisfied are you?

Your satisfaction on our timeliness, ease of doing business and quality of work has increased from 2011-12 to 2012-13.

For Property and Building Service Standard “Achieve 85% satisfaction rating to service calls reported through the National Service Call Centre”

Three Satisfaction factors:  Timeliness, Ease of Doing Business and Quality of Work.

Image Description

The graph is a bar graph with 2 groups of 3 bars related to percentages of client satisfied. The 3 bars for each group are related to Timeliness, Ease of Doing Business and Quality of Work. The following information is presented for the bars:

  • First group: 2011-12
    • Timeliness: 88%
    • Ease of Doing: 90%
    • Business and Quality of Work: 88%
  • Second group: 2012-13
    • Timeliness: 89%
    • Ease of Doing: 92%
    • Business and Quality of Work: 89%

Source: Client Satisfaction Survey

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F. To learn more about Our Property and Building Services

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