GEMS User Manual - Department of Defence

BSSC Operations Manual November 2017

UNCLASSIFIED Garrison and Estate Management System

GEMS User Manual Base Services Support Centre

GEMS Readiness Team

November 2017


UNCLASSIFIED Garrison and Estate Management System

DOCUMENT ADMINISTRATION Document Properties Author Adan Weeks

Document Version 3.3

Status Draft

Classification Unclassified

Date of Issue 08/03/17

Revision History

Revision Date Author Version No. Description

1st September 2016 A. Weeks 1.0 Initial version

6th January 2017 A. Weeks 2.0 Deployment One final

8th March 2017 A. Weeks 3.0 Post D1 updates

15th June 2017 A.Weeks 3.1 Fixed headers/footers - minor updates.

19th June 2017 A.Weeks 3.3 Updated fixed fee w/o steps 20+ Included auto approval thresholds

27th October 2017 P. Howard/ A. Weeks

4.0

Included service specific guidance, Leased property guidance, updated AE547 and Quote form sections, other minor updates/fixes.

Approvals Name Title Signature Date Peter Howard P. Howard 15th March

Mark Peacock M. Peacock 12th March

BSSC Operations Manual – Table of Contents November 2017

UNCLASSIFIED Garrison and Estate Management System 1



Contents .................................................................................................................................................................................. 2 Introduction ............................................................................................................................................................................. 4 Work Order Management Process Flows ............................................................................................................................... 5

#1: Create Notification & Work Order .................................................................................................................................. 5 #2: Survey & Quote ............................................................................................................................................................. 5 #3: Create Scheduled Work Order ...................................................................................................................................... 5 #4: Execute & Confirm Work Order ..................................................................................................................................... 5 #5: Create Service Entry Sheet & Generate Payment ........................................................................................................ 5

Responsive Work Orders ........................................................................................................................................................ 6 Create Responsive Work Order – Generic ......................................................................................................................... 6

Part 1 of 2: Create the Notification .................................................................................................................................. 6 Part 2 of 2: Create the Work Order .................................................................................................................................. 9

Create Responsive Work Order – Opportunity Based ...................................................................................................... 11 Part 1 of 2: Create the Notification ................................................................................................................................ 11 Part 2 of 2: Create the Work Order ................................................................................................................................ 14

Create Responsive Work Order – MWPA ......................................................................................................................... 16 Part 1 of 2: Create the Notification ................................................................................................................................ 16 Part 2 of 2: Create the Work Order ................................................................................................................................ 19

Create Responsive Work Order – APRO .......................................................................................................................... 21 Part 1 of 2: Create the Notification ................................................................................................................................ 21 Part 2 of 2: Create the Work Order ................................................................................................................................ 24

The Object Information Window ........................................................................................................................................ 27 Requested Services Work Orders ........................................................................................................................................ 28

Create Requested Services Work Order – (Fixed Fee) .................................................................................................... 28 Part 1 of 2: Create the Notification ................................................................................................................................ 28 Part 2 of 2: Create the Work Order ................................................................................................................................ 31

Create Requested Services Work Order – (Survey & Quote) ........................................................................................... 34 Part 1 of 2: Create the Notification ................................................................................................................................ 34 Part 2 of 2: Create the Work Order ................................................................................................................................ 37

Leased Property Service Requests ...................................................................................................................................... 40 Service Specific Guidance When Creating Work Orders ..................................................................................................... 41

Hospitality & Catering ........................................................................................................................................................ 41 Sports & Recreation .......................................................................................................................................................... 42 Housekeeping ................................................................................................................................................................... 42 Retail Stores and POL ....................................................................................................................................................... 42 Transport ........................................................................................................................................................................... 43 Waste Management .......................................................................................................................................................... 43 Cleaning ............................................................................................................................................................................ 43 Pest and Vermin ................................................................................................................................................................ 43 Laundry & Dry Cleaning .................................................................................................................................................... 44 Land Management ............................................................................................................................................................ 44 Training Areas and Range Management .......................................................................................................................... 44

Work Order Cancellations ..................................................................................................................................................... 45 GEMS Reporting Requirements ........................................................................................................................................... 47 Notification Reports (IW29) ................................................................................................................................................... 49

Search for Notifications by Notification type ...................................................................................................................... 49 Search for Incident Notifications ....................................................................................................................................... 50 Search for Notifications by PMKEYS-ID# ......................................................................................................................... 51 Search for Notifications by Current Building ID# (sort field) .............................................................................................. 52

Work Order Reports (IW39) .................................................................................................................................................. 54 Search Work Orders by Work Order Type ........................................................................................................................ 54 Search Work Orders by Current Building ID# ................................................................................................................... 55 Search Work Orders by Work Centre & User Status ........................................................................................................ 56

Create Revision / Event ........................................................................................................................................................ 58 Composite Requested Services............................................................................................................................................ 60 Warranty-Related Service Requests .................................................................................................................................... 61

Part 1 of 1: Create the Notification .................................................................................................................................... 61

Contents



Escalating a Service Request ............................................................................................................................................... 64 Forms .................................................................................................................................................................................... 67

The AE547 Service Request Form ................................................................................................................................... 67 Purpose.......................................................................................................................................................................... 67 User Guide Document: https://objective/id:D14069668 ................................................................................................ 67 Form owner .................................................................................................................................................................... 67

The Estate Services Supported Assets (ESSAR) Form ................................................................................................... 70 Purpose.......................................................................................................................................................................... 70 Use and Limitations ....................................................................................................................................................... 70 Form owner .................................................................................................................................................................... 70

Quotation Form ................................................................................................................................................................. 71 Purpose.......................................................................................................................................................................... 71 Use and Limitations ....................................................................................................................................................... 71 Form owner .................................................................................................................................................................... 71

Service Specific Business Rules........................................................................................................................................... 72 Customer Pays .................................................................................................................................................................. 72 Escalations ........................................................................................................................................................................ 74 Events, Exercises and Trials ............................................................................................................................................. 75 Insurable Events ................................................................................................................................................................ 76 Notification Description [Naming Convention] ................................................................................................................... 77 Auto Release Thresholds .................................................................................................................................................. 79

What are they? .............................................................................................................................................................. 79 System Applied Thresholds ........................................................................................................................................... 79

Tips and Tricks ...................................................................................................................................................................... 80 Customise Notification Report – IW29 .............................................................................................................................. 80 Locate a Purchase Order Number .................................................................................................................................... 84 Locate Agreement (Contract) Number .............................................................................................................................. 85

Resources ............................................................................................................................................................................. 86 Simulations ........................................................................................................................................................................ 86 Work Order Status Values (including email triggers) ........................................................................................................ 87 Notification Status Values ................................................................................................................................................. 88 Request Types Matrix ....................................................................................................................................................... 90 Master Data Tables ........................................................................................................................................................... 91

Units of Measurement .................................................................................................................................................... 91 Material Groups ............................................................................................................................................................. 91 Service Masters ............................................................................................................................................................. 92

Glossary of Terms ................................................................................................................................................................. 93



The Base Services Support Centre (BSSC) operations manual has been developed to assist and direct both Defence and EMOS staff in best practice usage of Defence SAP (GEMS) when raising service requests initiated by a requestor. The procedures outlined in this manual describe how best to configure notifications and subsequent work orders within GEMS in such a way as to provide supporting data required by Defence for analytical purposes. Additional supporting materials are also included within this manual as a reference resource for the BSSC operator to use as necessary. The materials presented herein were developed according to the following principles:

• Service requests received by the BSSC will be raised in GEMS and subsequently sent to the relevant contractor system via the contractor information exchange (CIX).

• Service requests are received by the BSSC via AE547 (fax and/or email) or directly (via telephone) • Service requests may also originate from within the EMOS. In these instances, the service request will be

replicated in GEMS via the CIX. • Service requests will fall into two broad categories: Responsive (break-fix) and Requested (service line specific). • Responsive service requests will be created via a Z1 Notification followed by a ZM01 work order (in that order). • All other service requests will be created via a Z4 Notification followed by a ZM04 work order (in that order). • GEMS reporting capability will empower the BSSC to monitor service requests (both pending and completed).

This manual is further supported by content contained on the GEMS Gateway. To access the GEMS Gateway please go to http://drnet/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx.

Introduction

http://drnet/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx

BSSC Operations Manual – Work Order Management Process Flow November 2017


#1: Create Notification & Work Order This process describes the steps required to create notifications and work orders in response to service requests submitted for resolution via one of the following methods:

• a completed AE547 webform/pdf • calling the BSSC directly or • completing a request via the customer portal

#2: Survey & Quote This process illustrates the approval pathway(s) where a survey/quote is required as part of a service request. Note that this process is identical for Alternative Proposals (EU only) and therefore includes both status values at each relevant step. #3: Create Scheduled Work Order This process demonstrates, at a high level, the steps required when creating scheduled work orders of the following types:

• monthly fixed fee (primarily CAS) • scheduled services (eg: Fire Safety Surveys, Estate Appraisals etc) • scheduled maintenance (EU only)

#4: Execute & Confirm Work Order This process outlines the steps required to complete and confirm the operations contained within the work order. Once the status of the work order has been set to Technically Complete, payment (where relevant) can be generated via a service entry sheet (see next process). #5: Create Service Entry Sheet & Generate Payment This process provides an overview of the submission and subsequent approval (or rejection) of service entry sheets (SES). Approval of an SES will result in a system generated, recipient created tax invoice being sent to the contractor as proof of payment

Work Order Management Process Flows

BSSC Operations Manual – Responsive Work Orders: Generic November 2017


Create Responsive Work Order – Generic

Part 1 of 2: Create the Notification Responsive maintenance is unplanned, reactive or corrective maintenance required to rectify defects or repair damage to any Estate Elements where the cost is estimated to be less than $10,000 (excluding GST) as described in the Estate Upkeep Supplementary Document and Business Processes.

Where the cost of unplanned, reactive or corrective maintenance is estimated to be greater than $10,000 (excluding GST), the Alternative Proposals process as described in the Estate Upkeep Supplementary Document and Business Processes will apply.

Situations where a responsive work order may be needed: a. The air conditioning in your office may not be functioning correctly (or not at all). A service request can be raised

to have the air conditioning inspected and repaired. b. A compressor attached to a cool room has broken down. The cool room is no longer able to be kept at the

required (low) temperature. A service request may be raised to initiate repairs to the compressor. c. A window is broken during a storm. A service request can be raised, asking for the window to be repaired

immediately. A simulation of the following steps can be found here or by going to the GEMS gateway and searching for ‘Responsive”. GEMS Gateway: http://drnet.defence.gov.au/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx

1 Create the notification by executing transaction IW21

2 Select notification type Z1

3 Press enter to continue to the next screen.

4

Enter a description for the service request of up to 40 characters. This description should follow the conventions outlined in the relevant business rule. A longer explanation of the service request will be required in the long text section (refer step seven).

5

Enter a functional location or equipment number. If the service request relates to a Navy ship, enter the functional location of the wharf at which the ship is docked.

Please DO NOT select an infrastructure system or equipment system!!!

6

Note: if a coding value has already been populated by the system, please DO NOT change the existing coding values.

Enter the coding and code value to categorise the notification appropriately. The values displayed in the coding list will vary depending on the type of notification selected in step 2 above. Generic responsive service requests should have a code value of 0010 (as shown).

Responsive Work Orders

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Simulations/Create%20Responsive%20Work%20Order%20-%20Simulation/Create%20Responsive%20ZM01%20-%20Generic.htm

http://drnet.defence.gov.au/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx



7

Enter the long description (detailed explanation of the service request). Note: this long description needs to be as detailed as possible so that the contractor is well informed about the requirements. Please refer to step 20 if additional documentation needs to be included with the work order.

8 Enter the planner group (trade type required for fixing the problem). If no appropriate trade type is available in the drop down list then select OTH.

9 Enter the planner group plant (fixed value of 1000 for GEMS solution)

10

Enter main work centre (a combination of region and service tower) eg; QLD-EM = Queensland – EMOS. The system will combine this with the planner group to determine which contractor will receive the work order.

11

Enter the PMKeys number of the person submitting the service request. This number can be searched for if required. If the requestor does not have a PMKeys number, just enter their first initial and last-name. (limit of 12 characters).

12 Press enter for the screen to validate the data entered and auto-populate relevant fields.

13

Check the partner functions table (you may need to scroll down) to verify that the correct vendor has been selected. Note that the vendor number is clearly displayed. This will be required in step 15 of part 2 when creating the work order.

14

On the additional data tab, set the priority for the request and press enter. Based on priority, the required start and end dates will be auto populated. Override these dates as if required. (cannot be backdated!)

15 The message address tab is used to configure point of contact information. Click to edit these details if required.

16

The object address tab contains the physical address of the functional location previously chosen during step six. Select the tab to verify that all address details are correct. If the details listed do not appear to be correct, you may need to return to step six and select a different functional location.



17 Select a cause code (from the list available) that best supports the service request.

18 Include a short description of the cause (40 characters or less).

19

On the customer details tab, enter the following details: -

• Requestor name • Requestor phone or mobile number • Requestor email (for work order status updates)

The following step (20) only applies if the service request is “customer paid”. Otherwise proceed directly to step 21.

20 If the service request is customer funded (not E&IG), populate the Customer Cost Centre field as follows:

20a Click on the match code button just to the right hand side of the Customer Cost Centre field.

20b Ensure that the Cost centre name tab has been selected.

20c Enter search criteria to assist with locating the correct cost centre. For example; if the 6RAR cost centre is required, enter “6*RAR*” in the Cost ctr short text field.

20d Click the continue button to proceed with work order creation.

20e Select the required cost centre from the list displayed.

20f The Customer Cost Centre field will be updated with the selected value. PLEASE VERIFY THIS VALUE WITH THE CUSTOMER!!!

The following step (21) only applies if the service request is “customer paid” AND relates to a project. Otherwise proceed directly to step 22.

21 If the service request is customer funded (not E&IG), AND relates directly to a project, enter the Customer WBS code.

22 If this service request relates to a previous service request, enter the notification number of the previous service request.

OR

23 If this service request is being raised in reference to an Estate Appraisal (EA) work order, enter the EA work order number in the Reference Work Order field.



24 Click the Save button to save the notification and produce a notification number. Alternatively, if creating the service request from an AE547, simply proceed to step #30 below.

25 Inform the customer of their notification number (displayed at the bottom of the screen).

26 Open the PM Notification menu in the top left corner of the screen.

27 Select “Change” from the menu displayed

28 Ensure that the correct notification number is displayed.

29 Click the continue button.

30 Click on the create work order button.

Part 2 of 2: Create the Work Order Please note, if you are creating a work order for a previously saved notification, please open the saved notification before proceeding.

1 The Create Order window will appear with the order type automatically populated. Please do not change this value.

2 Click the continue button to proceed with work order creation.

3 If the Object Information window is displayed, review the contents and then click the green checkmark to continue.

4 Enter the maintenance activity type of Z01 Responsive Maintenance. (categorisation for responsive maintenance work)

5 If the work order is related to an event, select the relevant event from the list displayed in the revision field. (eg: Talisman/Sabre, Insurance events etc)

6 Open the operations tab.



7 Highlight the first operational row by clicking on the line selector.

8 Open the Extras menu.

9 Select “Direct Entry” from the “Task List Selection” sub-menu.

10 Ensure that the General task list radio button has been selected. All other radio buttons should remain empty.

11 Enter the number one (1) into the Group field.

12 Click the continue button to proceed.

13 Highlight the required task list by clicking the small grey square on the left hand side of the line.

14 Click the green checkmark to open the task list.

15 Highlight the line item by clicking the small grey square on the left hand side of the line.

16 Click the “Selected” button to select the highlighted line.

17 Select the Reactive Services line item by clicking the small grey square on the left hand side of the line.

18 Click the “Selected” button to copy the operation into the work order.

19

The work order operation will be fully populated.

20 Release the work order by clicking on the small green flag located in the top left area of the screen. The work order will be sent to the contractor via CIX.

21 Click the Save icon to save the work order. End of Instruction

A simulation of this work instruction can be found here: http://dsg.defence.gov.au/GEMS_Simulations/Responsive_Work_Order_Generic/index.html

http://dsg.defence.gov.au/GEMS_Simulations/Responsive_Work_Order_Generic/index.html

BSSC Operations Manual – Responsive Work Orders: Opportunity Based November 2017


Create Responsive Work Order – Opportunity Based

Part 1 of 2: Create the Notification Predictive and preventative maintenance is pro-active and opportunity based maintenance that applies to any part of the Estate (other than Estate Elements covered by Performance Based Maintenance and Scheduled Maintenance) where the cost is estimated to be less than $10,000 (excluding GST)

For example; replacing all tap washers in a bathroom on a cyclic basis, adjusting doors when scraping on floor coverings prior to damage.

Where the cost of predictive and preventative maintenance is estimated to be greater than $10,000 (excluding GST), these works should be reported in accordance with Estate Appraisal processes.




4


5



6


Enter the coding and code value to categorise the notification appropriately. The values displayed in the coding list will vary depending on the type of notification selected in step 2 above. For example opportunity based service requests should have a code value of 0020 (as shown).

7



BSSC Operations Manual – Create Responsive Work Order – Opportunity Based November 2017



10


11



13


14



16




19
















OR















4 Enter the maintenance activity type of Z02 Opportunity based Maint. (categorisation for responsive maintenance work)

















19



21 Click the Save icon to save the work order.

End of Instruction A simulation of this work instruction can be found here:



BSSC Operations Manual – Create Responsive Work Order – Minor Workplace Adjustment November 2017


Create Responsive Work Order – MWPA

Part 1 of 2: Create the Notification Minor Workplace Adjustment – Low value new work (not maintenance) up to the value of $5,000 (excluding GST) including but not limited to:

• moving items (e.g. partitions, workstations, power points, whiteboards),

• installing additional items (e.g. power points, mounting picture rails and whiteboards) and

• replacing locks with those with a specified function.




4


5



6


Enter the coding and code value to categorise the notification appropriately. The values displayed in the coding list will vary depending on the type of notification selected in step 2 above. Minor workplace adjustment service requests should have a code value of 0030 (as shown).

7






10


11



13


14



16




19
















OR















4 Enter the maintenance activity type of Z03 Minor Workplace Adjustment. (categorisation for responsive maintenance work).

















19




End of Instruction

BSSC Operations Manual – Create Responsive Work Order – Alternate Proposal November 2017


Create Responsive Work Order – APRO

Part 1 of 2: Create the Notification An alternative proposal work order may be required: 2.6.1 If, with respect to a Defect or damage to an Estate Element, the Contractor considers that:

a. the estimate of the Responsive Maintenance works is greater than $10,000 excluding GST; b. the correction of defects or damage on those elements of estate being maintained under the scheduled

maintenance or performance maintenance methodology results in a reimbursement claim by the contractor;

c. costs over the Defect Correction cost cap; d. it is possible to correct the Defect or damage, but not within the Response Time within which it would be

required to be corrected; e. it is not possible to correct the Defect or damage; or f. there is an alternative to correcting the Defect or damage which offers the Commonwealth greater value

for money than correcting the Defect, g. the Contractor must give the CA a notice setting out the Contractor's alternative proposal within the time

frames placed against the work.

Note: the Contractor must give the CA a notice setting out the Contractor's alternative proposal within the time frames placed against the work.




4


5



6


Enter the coding and code value to categorise the notification appropriately. The values displayed in the coding list will vary depending on the type of notification selected in step 2 above. Alternative proposal service requests should have a code value of 0010 (as shown).



7




10


11



13


14



16






19








20d Click the continue button to proceed.






OR











Part 2 of 2: Create the Work Order Please note, if you are creating a work order for a previously saved notification, please open the saved notification before proceeding. (Refer to “Review & Validate Pending Notifications” S.O.P. on how to do this.)

1 If the notification was saved in part 1 – step 25, use transaction IW22 to open the notification. Otherwise, proceed to step 4.

Use transaction IW22

2 Enter the notification number in the notification field.


4 If the last action was to complete step 26 in part 1, the order type should be automatically populated. Please do not change this value.


6 Enter the maintenance activity type of Z01 Responsive Maintenance. (categorisation for responsive maintenance work).

7 Click the Set User Status button. (Status management is used as part of the approval tracking process).

8 Select the APQR radio button (as shown) for ‘Alternate Proposal Quote Requested’ status.



9 Place a checkmark in the APRO selection box (as shown).


11 Verify that user status changes have been set (as shown).



14

Check the control key for the first operation automatically created. It should be ZPM4 for non-costed operation (i.e. works covered under fixed fee and no separate fee is payable to get this work order executed). This value will be updated by the contractor as required.

15 Highlight an operation line by clicking the line selector.

16

Enter a description for the first operation in the short text field. This could be as simple as “Service technician - labour.” (The nature of the problem was reported in step 7 – part 1 when the notification was created.)

17 Click the External button at the bottom of the screen.

18 Ensure that an operational quantity of 1 performance unit has been selected.

19 Identify the service tower by entering a material group. (i.e. the material group for estate upkeep is 72100000)

20 Enter purchasing group values of 015 / 1000.

21 Enter the Vendor number. Refer step 13 in part 1 or QRG – How to find a vendor number.

22 Enter the agreement (contract) number and line item. Refer QRG – How to Find Agreement Number.

OR

22 Enter the purchase order number and associated line. Refer QRG – How to Find Purchase Order Number.

23 Open the services tab.



24 Click in the service number field.

25 Click the Service Selection button at the bottom of the screen.

26 Verify that the correct purchasing document is listed (as entered in step 24)


28

Select the relevant service from the list by clicking on the line selector. This is a temporary placeholder. The list of services required to complete the work order will be updated by the contractor.

29 With the service selected, click the adopt services button.

Repeat steps 15 to 29 for each service required.


31 Save the work order. The system will check for errors (which must be resolved before saving).

32 Both the order and notification numbers will be displayed at the bottom of the screen.

To release the saved work order:

33 Execute transaction IW22.

34 Enter the notification number in the notification field (if it is not already displayed).

35 Press enter to open the notification/work order.

36 Click the change work order button.


End of Instruction

BSSC Operations Manual – The Object Information Window November 2017


The Object Information Window When processing a service request, the object information window (below) will be displayed when first saving the notification. The object to which it refers (reference object) will be either the functional location or a piece of equipment (should one be selected). This window can be especially useful for verifying duplicate service requests (section 5).

1 Reference Object display icons link to master data as follows:

View master data for the reference object. View the estate hierarchy with reference object as parent. View estate hierarchy above the reference object.

2 BrkdnReptd: Number of recorded breakdowns for the reference object.

3 NotifCreat: Number of notifications created for reference object.

4 OrdsCrtd: Number of orders created for reference object.

5 This area displays the last three work orders raised against the reference object.

6 Displays summary information regarding the last active work order for the reference object. “Last Active” refers to any work order that has been created, updated or changed in some manner.

7 Classification data regarding contracts, relevant maintenance items and dates etc.

8 ProcssDays: Number of processing days from creating a notification until its completion. CompNotif: Number of notifications completed for reference object. Compl.ords: Number of work orders completed for reference object.

9 Launches transaction MCI3 – Location Analysis

10 Launches transaction IW29 – Display Notifications

11 Launches transaction IW39 – Display PM Orders

1

2 3

4

6

8

9

10 11

5

7

BSSC Operations Manual – Create Requested Services Work Order (Fixed Fee) November 2017


Create Requested Services Work Order – (Fixed Fee)

Part 1 of 2: Create the Notification

1 Create the notification by executing transaction IW21.

2 Select notification type Z4. This guide will cover the creation of a service request (Z4) that requires a survey/quote.


4


5



6


Enter the coding and code value to categorise the notification appropriately. The values displayed in the coding list will vary depending on the type of notification selected in step 2 above.

Requested Services Work Orders



7

Enter the long description (detailed explanation of the service request). Note: this long description needs to be as detailed as possible so that the contractor is well informed about the requirements. Please refer to step 17 – part 1 (below) if additional documentation needs to be included with the work order.


9 Enter the planner group plant (fixed value of 1000).

10


11



13


14

On the additional data tab, set the priority for the request and press enter. Based on priority, the required start and end dates will be auto populated. Override these dates if required. (cannot be backdated!)

15 The message address tab is used to configure on-site contact information. Click to edit these details if required.

16




17

On customer details tab, enter following details: -












20 If this service request is being raised in reference to a previous notification, enter the previous notification number in the Reference Notification field.

21 If this service request is being raised in reference to an existing work order, enter the previous work order number in the Reference Work Order field.

22

Click the Save button to save the notification and produce a notification number. Alternatively, if creating the service request from an AE547, simply proceed to step #28 below.








28 Click on the create work order button. Part 2 of 2: Create the Work Order Please note, if you are creating a work order for a previously saved notification, please open the saved notification before proceeding.




4 Click in the PMActType field

5

Select the maintenance activity type most applicable for the work order:

Z50 = Funded by E&IG,

Z51 = Funded by User (Defence group – not E&IG)

Z52 = Funded by external party (non-Defence)



















20

The work order operation line will be populated.


22 The work order number will be displayed in the bottom left hand corner of the screen.

23 Press the enter key OR click the white tick in the green circle to continue.

24 Click the green flag to release the work order. The work order will be sent to the contractor via CIX.

25 Click the “Exit” button to complete the transaction.

End of Instruction

BSSC Operations Manual – Create Requested Services Work Order (Survey & Quote) November 2017


Create Requested Services Work Order – (Survey & Quote)

Part 1 of 2: Create the Notification Situations where a survey and quote work order may be required:

a. Responsive or Requested services where a scheduled cost for work is not applicable, is not covered under the fixed fee or is being funded by another party.

b. Contractor identifies that works required to complete a responsive work order (of any type) will exceed the defect liability threshold for that particular piece of equipment or functional location.

c. Contractor may identify a more efficient solution for a break-fix request that exceeds the $10,000 threshold for responsive works. Eg; rather than repair an air-conditioner it may be better to replace with new one.

1 Create the notification by executing transaction IW21.

2 Select notification type Z4. This guide will cover the creation of a service request (Z4) that requires a survey/quote.


4


5



6


Enter the coding and code value to categorise the notification appropriately. The values displayed in the coding list will vary depending on the type of notification selected in step 2 above.



7

Enter the long description (detailed explanation of the service request). Note: this long description needs to be as detailed as possible so that the contractor is well informed about the requirements. Please refer to step 17 – part 1 (below) if additional documentation needs to be included with the work order.


9 Enter the planner group plant (fixed value of 1000).

10


11



13


14

On the additional data tab, set the priority for the request and press enter. Based on priority, the required start and end dates will be auto populated. Override these dates if required. (cannot be backdated!)

15 The message address tab is used to configure on-site contact information. Click to edit these details if required.

16




17

On customer details tab, enter following details: -












20 If this service request is being raised in reference to a previous notification, enter the previous notification number in the Reference Notification field.

21 If this service request is being raised in reference to an existing work order, enter the previous work order number in the Reference Work Order field.

22

Click the Save button to save the notification and produce a notification number. Alternatively, if creating the service request from an AE547, simply proceed to step #28 below.









Part 2 of 2: Create the Work Order




4 Click in the PMActType field

5

Select the maintenance activity type most applicable for the work order:

Z50 = Funded by E&IG,

Z51 = Funded by User (Defence group – not E&IG)

Z52 = Funded by external party (non-Defence)

6 Click the Set User Status button. (Status management is used as part of the approval tracking process).

7 Place a checkmark in the SVNQ selection box.

8 Using the scroll bar, scroll down through the list of options and select the QREQ radio button (as shown).




10 Verify that user status changes have been set (as shown).















23 Select the Survey & Quote line item by clicking the small grey square on the left hand side of the line.


25

The work order operation line will be populated.


27 The work order number will be displayed in the bottom left hand corner of the screen.

Example:

28 Click the yellow exit button to leave this transaction. DO NOT RELEASE THIS WORK ORDER.

End of Instruction



Where a service request is raised by a customer against a building that is being leased, no work order should be raised. In terms of GEMS SAP, the only requirement is that the notification be created without an accompanying work order To be continued……….

Leased Property Service Requests

BSSC Operations Manual – Create Requested Services Work Order (Service Specific guidance) November 2017


Hospitality & Catering

Activity Costed (S&Q) Non-costed

Meals in the mess Rationing In Ration request Hot boxes BBQ packs Sandwiches Inflight meals Muesli bars Function Morning tea Working lunch Marching out parade Request for labour Happy hour Dining in All customer (unit) pays

Mess Committee Functions Where functions are funded by the Mess Committees, the following process applies:

• Raised to the Notification level only, NO Work Order. • Notification ‘Print’ PDF document from GEMS is to be emailed to the relevant provider. • There will be no further processing in GEMS for these requests (apart from closing the Notification). • Payment is to be done in consultation with the relevant Mess Committee directly and is the responsibility of the

contractor. • The Product Director will not have any involvement in these requests unless there is an impact on the delivery of

other H&C services. • The reason for the creation of the Notification is purely as a record for re-tendering purposes in the future.

Service Specific Guidance When Creating Work Orders



Sports & Recreation


Booking request for gymnasium, swimming pool or other designated sporting and recreation facilities

Open or close gymnasium or swimming pool

Booking request for portable gymnasium and/or sporting equipment

Request for the provision of a gym attendant outside scheduled service operating times

Request for the provision of a lifeguard outside scheduled service operational times

Investigate request for internal or pool deck cleaning activity

Investigate request for pool safety equipment due to damage or missing items

Request to assist PTI with equipment setup / physical training activity

Housekeeping


Supply cleaning products for user clean to accommodation (LIA) facilities

Investigate reported damage and defects to accommodation premises and furniture or equipment

Request replacement of portable equipment by Defence i.e. iron, ironing board, vacuum cleaner

Provide escort in occupied room for cleaning or maintenance personnel

Remove, store, transport or purchase furniture for accommodation rooms & common areas – Only within LIA facilities.

Request for general information on accommodation matters or cleaning needs including provision of bed linen

Request for cleaning services due to spills including bodily fluids, breakage, event, to an accommodation room

Retail Stores and POL


All work orders



Transport Activity Costed (S&Q) Non-costed

Vehicle and driver support

NEPT

Self-drive request Mail related tasking

Waste Management


New bin/service

Existing bin/service Cleaning

Activity Costed (S&Q) Non-costed Supply cleaning products for user clean to office environments Request removal of animal excrement both internal and/or external

Request for additional internal waste bins/receptacles Investigate and attend to cleanliness and general state of refuse storage area Clean internal windows, glass 7 other surfaces up to 3 metres

Request for cleaning service due to spills including bodily fluids, breakage, event, any part of a hangar or warehouse

Investigate reported cleaning needs ablutions, kitchen, offices or other general building spaces, including accommodation common areas (not room)

Remove excess water from floor, carpets, etc as a result of flooding. Not related to equipment failure (eg aircon leak)

Removal of graffiti and tags

Removal of internal general waste and rubbish removal including emptying waste bins and receptacles. Provision to be made for separation of materials as required.

Inspect and clean building facade and/or external waste areas Inspect and clean out downpipes, guttering & roof area including under equipment

Pest and Vermin


All work orders



Laundry & Dry Cleaning


Request for quote/action to launder or dry clean personnel issued clothing/item (user pays service)

Request for additional supply of contractor owned medical, dental or theatre linen

Provide scheduled collection or delivery of laundry cleaning of Defence owned assets

Request for sewing or repairs during laundering or dry cleaning

Land Management


Tree works above 3 metres

Replacement plants

Regeneration/rehabilitation works

Line marking Sportsfield repair/renovation – top dressing/re-seeding sportsfield Graduation, exam, event preparation/set up Clear debris from drainage lines Euthanise sick and injured wildlife Replenishment of softfall Conduct of program activites Refilling gas bottles in BBQ areas Power line clearing Weed control outside domestic/cantonment areas Landscaping

Tree assessments

Clear deadfall (fallen branch) Grass maintenance/garden maintenance Removal of sick and injured wildlife Dispersing animals on airfields Remove weeds in domestic/cantonment areas

Training Areas and Range Management


All work orders

BSSC Operations Manual – Work Order Cancellations November 2017


Once a work order is released, GEMS will notify the contractor via the CIX. A released work order is essentially an authorisation (from Defence) for a contractor to proceed with fulfilling the service request. When a released work order is subsequently cancelled, it may be possible that the contractor has already commenced activities related to fulfilling the service request and may therefore have incurred costs. The contractor is entitled to claim payment for any costs incurred against a released work order. For this reason, PLEASE DO NOT CANCEL A WORK ORDER UNLESS INSTRUCTED BY THE CONTRACTOR! If the contractor issues an instruction to cancel a released work order, please follow the steps outlined below:

1 Execute transaction IW22 – Change Notification

2 Enter the notification number for the service request.

3 Press the enter key on the keyboard OR click the enter icon to continue.

4 Enter the letters CANC into the beginning of the notification short text field.

5

Enter the reason for the cancellation into the notification long text box as shown below:

6 Click the save button.

7 Click the edit work order button.

8 Click on the Create Long Text button

9

Enter the cancellation reason into the long text editor

9 Click the back button

Work Order Cancellations

BSSC Operations Manual – Work Order Cancellations November 2017


9 Click the save button.

10 Click the edit Notification button.

11 Open the Maintenance Notification menu.

12 Select Print -> Notification from the menu displayed.

Email a copy of the printed notification (pdf) to the contractor.

End of Instruction

Once these actions have been completed, the contractor will submit a confirmation against the work order operation(s) for which they are seeking payment. This confirmation will include the long text description of the cancellation reason as well as an outline of the actions taken for which a cost is being recovered. Instruction to the contractor in completing this step is outlined in the BSC manual.

BSSC Operations Manual – GEMS Reporting Requirements November 2017


The following tables outline the suggested reporting requirements associated with best practice usage of the GEMS Defence system. Transaction

code Topic Frequency Detail Purpose Comments

IW29 Notification - Customer Details Daily

Include Customer information fields in report output. Drill into Notification and check the Customer Tab if required.

Check if the details have been entered in the Customer Details tab, including First Name and Last Name, Phone Number and email address.

IW29 Notifications - Short Description Daily

Sort by short description. Check Notifications raised in the past 24 hours.

To review conformance to business rule RR001, Run report by Date Range.

Assurance checks are also performed by Defence.

IW29 ERC raised Notifications Daily

Filter report where "Reported by" field is equal to "XIMINCMGR" and System Status contains OSNO.

To see if any have been raised (and that it reconciles with the ERC module. To confirm if these have been actioned and has the appropriate Notification coding applied. To review the details coming through are they correct?

This is an ERC Notification that has not been progressed. BSSC need to apply correct Notification coding value and appropriate cause codes. Coding types: • MNTTYP02 Governance, Risk and Compliance (GRC) • MNTTYP03 Environment Health and Safety Mgmt (EHSM) • MNTTYP04 Environmental Compliance (EC) Verify Cause Code, Cause Text are present. Technical feed back for the damage in the form of: i. Damage categories; ii. Malfunction actual end date and time; iii. Request completion actual date and time; iv. Cause of damage; and v. Activities conducted; Check the Notification Priority and update as applicable.

GEMS Reporting Requirements

BSSC Operations Manual – GEMS Reporting Requirements November 2017


Transaction

code Topic Frequency Detail Purpose Comments

IW29 Outstanding Notifications

Twice Daily

Filter on System Status OSNO and User Status RQST and OHLD, CANC, REJC, (exclude Reported by field is equal to “XIMINCMGR")

Review all Notifications without Work Order raised (OSNO). Review Notifications on hold (OHLD) and verify if reason is identified.

Expectation is Notification conversion turn-around time to create the Work Order is within 24 hours. (Priority drives the processing times of a Work Order) (BSSC monitoring to ensure Notifications are processed and not forgotten). Note: If a Notification is put on hold, an entry must be recorded in the Notification Description (long text) field. Ensure reason details are entered in the Notification long text field. Monitor how long Notifications have been put on hold.

IW29 Notifications Twice Daily

Separate Z1 and Z4, sort by Status and Main Work Centre

To review Notification details, check entry in all required fields. To check correctness of entries, e.g. Main Work Centre, Plant.

IW29 Notification - Revisions Ad-hoc

Filter by Description (identify events that may be suitable for Revision, e.g., Anzac Day related activities).

IW39 Customer Portal raised Notifications

Twice Daily

Search by Created By for GEMS_NOTIF (these notifications are created in Customer Portal. Check Main Work Centre, Customer Details, E.g., ensure the Main Work Centre selection is applicable for each Deployment. Exclude "QLD-EM" .

To confirm if these have been actioned. To review the detail coming through - are customers getting it right?

IW49N Work Orders

pending confirmation

Daily

Separate ZM01 and ZM04, sort by Material Group. Report includes work orders where the basic end date falls within the past 30 days AND three days into the future.

To monitor if dates exceeded

BSSC to check what work orders including MSPs that have not been completed within the Work Order time frames.

BSSC Operations Manual – Searching for Notifications November 2017


Search for Notifications by Notification type Notification list reports can be used to produce a list of outstanding notifications. Service requests may be generated by other GEMS SAP modules or may arise from after-hours activities. Therefore, it is advisable to perform regular checks of any outstanding notifications to ensure that they are processed in a timely manner.

1 Execute transaction IW29 – Display Notifications

2 Place a check mark in the ‘Outstanding’ status field. Remove all other check marks that may be present.

3 Select the notification type field.

4 Click the match code button.

5 Select a notification type from the list displayed (click the mouse on Z1, Z2 or Z4).

6 Click the green check mark to continue.

7 The notification type has been selected.

8 Click in the Notification date field (the date field on the left).

9 Remove the start date altogether.

OR

9 Click on the match code button.

9 Select a start date for the list report.

Notification Reports (IW29)



10 Click the execute button to run the report.

11 Click the change mode button to switch from display to edit mode.

12 Double click on a notification number to process/edit the notification.

End of Instruction

Search for Incident Notifications Notification generated by the GEMS SAP system will be created with a description of “Created by Incident Manager”. Therefore, these notifications can be searched for by using a ‘Description’ field value as demonstrated below.


2 Place a check mark in the ‘Outstanding’ and ‘In process’ status fields. Remove all other check marks that may be present.

3 Scroll down the screen and click in the ‘Description’ field.

4 Enter the word ‘Incident’ with an asterisk on either end as shown here.



OR








End of Instruction

A simulation of this work instruction can be found here: http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Display-Notifications.aspx

Search for Notifications by PMKEYS-ID#



3 Scroll down the screen and click in the ‘Reported by’ field.

4 Enter the PMKEYS-ID# in the ‘Reported by’ field.



OR


http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Display-Notifications.aspx







End of Instruction

A simulation of this work instruction can be found here: http://dsg.defence.gov.au/GEMS_Simulations/IW29_by_pmkeys_id/index.html

Search for Notifications by Current Building ID# (sort field)



3 Scroll down the screen and click in ‘Sort field’.

4 Enter the current building number as shown in this example.



OR


http://dsg.defence.gov.au/GEMS_Simulations/IW29_by_pmkeys_id/index.html







End of Instruction

BSSC Operations Manual –Work Order Reports (IW39) November 2017


Search Work Orders by Work Order Type Transaction IW39 can be used to produce a list of work orders by a variety of search criteria. Customers will frequently contact the BSSC and ask for status updates on their service requests. It is advisable to perform regular checks of any outstanding work orders to ensure that they are processed in a timely manner.

1 Execute transaction IW39 – Display Work Orders

2 Place a check mark in the ‘Outstanding’ status field. Remove all other check marks that may be present.

3 Select the Order type field.


5 Select an order type from the list displayed


7 The order type has been selected.

8 Click in the Period field (the date field on the left).

9 Remove the date altogether.

OR



Work Order Reports (IW39)





12 Double click an order number to process/edit the order.

End of Instruction

Search Work Orders by Current Building ID#



3 Scroll down the screen and click in ‘Sort field’.

4 Enter the current building number. An example is shown here..

5 Scroll back to the top of the screen. Click in the Period field (the date field on the left).


OR







10 Double click on a order number to process/edit the order.

End of Instruction

Search Work Orders by Work Centre & User Status



3 Scroll down the screen and click in ‘Main work center’ field.


Select a service line from the list displayed. The list shown here is a sample only. The actual list should contain many more choices.

Click the green check mark to continue.

5 Click in the Period field (the date field on the left).


OR





8 Scroll down the screen and click in the ‘Status inclusive’ field.


10 Click on the ‘User Status for the Object’ tab.

11 This will open the tab and display a list of all user status values available.

12 Select a user status from the list available.


14 The selected User Status will be displayed.



17 Double click on a order number to process/edit the order.

End of Instruction

A simulation on how to search for work orders can be found here: http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Searching-for-Work-Orders.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Searching-for-Work-Orders.aspx

BSSC Operations Manual – Create Revision / Event November 2017


Please refer to the relevant business rules for both insurable events and exercises/trials before proceeding. The simulation for this process can be viewed here or by going to the GEMS gateway and searching for ‘Revision”. GEMS Gateway: http://drnet.defence.gov.au/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx

1 Execute transaction OIOB

2 Click on the “New Entries” option.

3 Enter a value of 1000 in the Planning plant field.

4 Click in the Revision field.

5 Enter a unique identifier for the event.

6 Click in the event description field (just to the right of the unique identifier that was just entered).

7 Enter a description for the event (maximum of 40 characters)

8 Click in the Revision start date field.

9 Select the match code button.

10 Select a start date from the calendar displayed.

11 Click the green checkmark to lock in the selected date.

12 Click in the Revision end date field.


Create Revision / Event

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Simulations/Create%20and%20Maintain%20Revisions/Create%20and%20Maintain%20Revisions.htm

http://drnet.defence.gov.au/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx

BSSC Operations Manual – Create Revision / Event November 2017


14 Select an end date from the calendar displayed.

15 Click the green checkmark to lock in the selected date.

16 Click the Save button.

17 Click the Back button.

18 The new revision will now appear in the overview list.

19 To close (or complete) an event, place a check mark in the completion checkbox to the right hand side of the event (as shown below). Completing the event will prevent further work orders being raised against the event.

End of Instruction

BSSC Operations Manual – One to Many Work Orders (references) November 2017


Composite requested services are service requests that require more than one purchase order line (or service). For example, a customer may submit a service request that includes transport requirements, extra catering and addition access control (security). In this scenario, separate notifications will need to be created for each individual service line. The notification type used for requested services is a Z4 (Service Request) notification. These (subsequent) notifications are need to be linked to the original notification using the Reference Notification field located on the Customer Details tab. This provides the PSM (Product and Service Manager) and BSSC with a mechanism to collectively schedule (or reschedule) work orders, and coordinate the delivery of services.

1 Create the (original) notification as normal. Refer to Requested Service Work Orders

2 Create the (subsequent) notification as normal. However, before the notification is saved, complete the following steps.

3

On the Customer Details tab, click in the Reference Notification field.

4

Enter the number of the original notification in the reference notification field.

5 Repeat steps 1 to 4 above for each subsequent notification. Ensure that the SAME reference notification number is used in each subsequent notification.

Logically, the subsequent notifications should reference the original notification as follows:

Composite Requested Services

BSSC Operations Manual – Warranty-Related Service Requests November 2017


Part 1 of 1: Create the Notification During the creation of a notification (when the job details tab has been fully populated) the system will perform an automatic check against warranty records relating to the functional location and/or equipment concerned. When the system indicates that the functional location or equipment is under warranty, please follow the steps outlined below.

1 Search for the master warranty in a new window by typing /oBGM3 in the command field.

You should now have two windows open. The steps below will provide guidance on how to access warranty-related information which will need to be

used in completing the notification. For this reason please keep both windows open.

2 Click the match code button to configure the search criteria.

3

Click on the small folder in the top right corner of the pop-up window.

Select the Text Search Help screen from the menu displayed.

4 Click in the Text field.

5 Enter an asterisk, followed by the functional location and then another asterisk.


7 Double click on the warranty displayed.

8 The master warranty number will be displayed.

9 Click the continue button (or press enter) to display details about the master warranty.

10

With the warranty details displayed, open the Goto menu and select “Classification” from the menu that appears.

OR Just press the F6 key.

Warranty-Related Service Requests



11 Scroll down the screen to the Values sub section. Vendor details for this warranty are displayed in the General tab.

Double click on the Warranty vendor number….

12

Click on the small folder in the top right corner of the pop-up window.

Select the Vendors (General) screen from the menu displayed.

13 Click in the Name field.

14 Enter an asterisk, followed by the vendor name and then another asterisk.


16 Record the vendor number of the required vendor. In this example, the vendor number recorded is 1029339.

17

Click the continue button. Do not close the Display Master Warranty window. The vendor number will NOT appear. This is why it must be recorded in the previous step (16).

18 Return to the original window in which the notification was being created. Again, do not close the Display Master Warranty window.

19 In the notification, scroll down to the partner functions area.

20 Replace the value displayed in the Partner column with the Vendor number previously recorded from the warranty.

21 Press enter to lock in the new value.



22 Open the Maintenance notification menu.

23 Select Print -> Notification

24 Make sure the output device is set to ZPDF as shown.

25 Select the entire line by clicking on the line selector.

26 Click the Print Preview button.

27 With the pdf displayed on screen, click the Save a Copy button. Save the pdf as required.

28 Click the Back button.

29 Click the Cancel button OR press the F12 key.

30 Save the notification. The system will check for errors (which must be resolved before saving).

31 Return to the Display Master Warranty window

32

Email a copy of the notification (pdf) to the vendor. Use the email address listed in step 11.

This email address can be copied and pasted from the Display Master Warranty window.

Do not create a work order.

End of Instruction

BSSC Operations Manual – The Escalations Process November 2017


The escalation task provides a mechanism for

a) the customer to follow up on a service request that has not been completed, or b) for the Base Services contractor to seek approval from the PSM to agree to a change (or delay) in service

delivery or maintenance outside standard delivery requirements.

The escalation task will trigger an internal workflow to notify the Base Services contractor and PSM that follow up action is required. Please refer to the relevant business rules when processing escalation tasks. An escalation will sequentially follow these high level steps:

• raise escalation • respond to escalation • close escalation

1 Open the notification by executing transaction IW22.

2 Open the Escalations tab.

3

Enter an identifier for the escalation in the number field. If the escalation being raised is in relation to a previous issue, please use the same escalation number.

For example, 10.

4 Click in the Code group field.


6

Select an escalation option from the list displayed. In this example, “Escalation requested by customer” will be selected.

Note that contractors may raise an escalation when it is possible to correct defect or damage, but not within the Response Time within which it would be required to be corrected;

7 The code group and task group fields will be populated.

8 Click in the Task text field.

9 Enter a description for the escalation.

Escalating a Service Request



10 Select the task processor from the list displayed.

11 Click in the planned start date field.

12 Select the match code button to open the calendar date selection tool.

13 Click on the desired start date.

14 Click in the planned time field.

15 Select the match code button to open the time selection tool.

16

Use the time selection tool to establish a start time for the escalation. The planned start time is the time when the escalation is planned to be addressed (by the contractor in this example).

17 Confirm the time selection by clicking on the continue button.

18

Click the release button.

If the escalation was raised by the customer, the contractor will be notified that an escalation has been raised (via GEMS workflow).

If the escalation was raised by the contractor, the PSM will be notified that an escalation has been raised (via GEMS workflow).



19 Note that the status of the escalation will change to ‘Task Released’.

The escalation (task) has now been created and released for further action. The following steps (20 to 30) outline how to complete the escalation once it has been actioned.

20 To complete an escalation, click in the completed by field.

21 Enter the PMKEYS ID or other identifier for the person completing the escalation. There is a limit of 12 characters in this field.

24 Click in the completion date field.

25 Select the match code button to open the date selection tool. Complete the date selection using the same method as outlined previously in step 13.

26

As the escalation is actioned, further notes and comments can be added via the task long text tool. This should be used to maintain a history of comments made by both parties and may be used for future reference.

27

The escalation may be marked as completed. For example, the contractor may set the escalation to completed once the issue has been addressed. This will change the status of the escalation to ‘Task Completed’ (as shown in the next step). However, this does not mean that the escalation is successful (fully resolved).

28 Note that the status of the escalation will change to ‘Task Completed’.

29 Once both parties are satisfied that all requirements have been met, the escalation status may be set to ‘Task Successful’ by clicking the ‘Successful’ button.

30 Note that the status of the escalation will change to ‘Task Successful’.

End of Instruction

BSSC Operations Manual – The AE547 Service Request Form November 2017


The AE547 Service Request Form

Purpose The AE547 Service Request form is a PDF webform and is for requesting a Base Service.

Use and Limitations Customers submit the form to the BSSC via email. The form is to be used for requesting services within the scope of the Base Services Contracts only. The form can only be completed and submitted via the Defence Restricted Network (DRN) or DSTG Protected Research Network (PRN). The form is NOT for requesting Emergency, Immediate and Urgent requests or any requests requiring delivery within 7 calendar days. These must be telephoned through to the BSSC. Only UNCLASSIFIED information is to be entered on the form. If the request is for multiple locations then a separate form should be submitted for each location. Multiple services can be selected on the same form but may result in multiple Notifications and Work Orders being raised. The form may contain attachments, either embedded in the form or attached to the email. Where applicable, these attachments should be provided to the relevant service provider. For Reprographics, customers are to complete form CX 020-1 – Publishing Information Management System (PIMS) Reprographic Request. The form is NOT to be used for asset requests that are not covered under the Base Services contracts. The Estate Services Supported Asset Request (ESSAR) is to be used for these requests. Business rules and guidance is found in the ESSAR form. The form is NOT for lodging complaints. All Base Services complaints should be telephoned to the BSSC.

AE547 User Guide User Guide Document: https://objective/id:D14069668 BSSC service line DRN Webpage: http://drnet/dsrg/DSOContracts/BaseServicesContracts/Pages/BSSC.aspx

Form owner DBSMIC is the form owner and developer. Any issues or suggestions for improvement can be advised directly to the DBSMIC Group Email box – mailto:[email protected]?subject=AE547 Service Request Form The form and any information contained therein remains the property of the Commonwealth.

Forms

http://intranet.defence.gov.au/cgi-bin/hive/hive.cgi/AE547.pdf?HIVE_SESSION=pqmqqureknqg/127.0.0.1&HIVE_PROD=0&HIVE_REQ=2001&HIVE_REF=hii%3a89494&HIVE_RET=ORG/AE547.pdf

https://objective/id:D14069668

http://drnet/dsrg/DSOContracts/BaseServicesContracts/Pages/BSSC.aspx

mailto:[email protected]?subject=AE547%20Service%20Request%20Form



Field mapping - AE547 form to Defence SAP

AE547 Field Defence SAP Field

Requestor’s details – Employee ID (if populated) Notification, Job Details, Reported by

Requestor’s details – Full Name Notification, Job Details, Reported by Notification, Customer Details, Requestor Name

Requestor’s details – Email address Notification, Customer Details, Requestor Email

Requestor’s details – Phone number Notification, Customer Details, Requestor Phone No.

Requestor’s details – Mobile number Notification, Customer Details, Requestor Mobile No.

Priority Notification, Additional Data tab, ‘Priority’ Field and ‘Required Start’ and ‘Required End’ fields

State or Territory Notification, Job Details tab, Functional Loc

Is any information classified? Nil

Event (Incl Insurable Event), Exercise or Trial? Work Order, Header Data, Revision (may require creation of new ‘Revision’ item.

Activity #, Group Notification, Job details tab, Long Description

Activity #, Service requested Notification, Job Details, Main WorkCtr

Activity #, Short description Notification, Description (next to the Notification ID number) See business rule for the naming convention to be used.

Activity #, Long description Notification, Job Details, Description (large box)

Activity #, Asset ID (for Estate Upkeep service only) Notification, Job details, Equipment (if Navy ship then see Business Rule for Navy ships)

Activity #, Cause (for Estate Upkeep service only) Notification, Additional tab, Item subsection, Cause Code

Activity #, Other service line specific fields (e.g. Transport)

Notification, Job Details, Description (large box)

Activity #, Date required, Time required Notification, Additional Data tab, Start/End Dates

Activity #, Reason for specified time Notification, Job Details, Description (large box)

Primary contact – Full Name Notification, Additional Data, Message Address, Name

Primary contact – Email address Notification, Additional Data, Message Address, Name

Primary contact – Phone number Notification, Additional Data, Message Address, Telephone

Primary contact – Mobile number Notification, Additional Data, Message Address, Name

Alternate contact – Full Name Notification, Job details tab, Long Description

Alternate contact – Email address Notification, Job details tab, Long Description

Alternate contact – Phone number Notification, Job details tab, Long Description

Alternate contact – Mobile number Notification, Job details tab, Long Description

Activity #, Payment Authorisation Work Order PM Activity Type For customer pays, Cost Centre or WBS Element - Notification, Location tab, Customer Details tab

Location details, Is this activity to be delivered to a Navy vessel ?

Work Order, Header Data, Object list. Refer Business Rule RR006



Location Details, non-Defence location Y/N Nil. Note: Defence SAP requires a functional location (FLOC) to be assigned. Where a location doesn’t exist in the master estate data then choose an FLOC to the nearest Defence property where the services are likely to be delivered from.

No: Non-Defence Location - Location description Notification, Job details tab, Long Description and Notification, Customer Details tab

No: Non-Defence Location – Street Address, etc Notification, Job details tab, Long Description and Notification, Customer Details tab

Yes: Defence Location – Site Notification, Job Details tab, Functional Loc

Yes: Defence Location - Building or landspace Notification, Job Details tab, Functional Loc (locate by Sort field)

Yes: Defence Location - Room and/or space number Notification, Job Details tab, Functional loc

Add an activity New Notification/Work Order is required for each activity

Attachments Nil (should be sent separately off system to the provider).

Submission (acknowledgement) Nil

BSSC Operations Manual – The Asset Request Form November 2017


The Estate Services Supported Assets (ESSAR) Form

Purpose The ESSAR form is an excel spread-sheet form and is for use Asset Requests (including office furniture) that is outside the scope of the Base Services Contracts. This form outlines the process for replacement, procurement and disposal of assets.

Use and Limitations Requests covered under the scope of the ESSAR are to be submitted directly to the relevant Defence Regional Assets team for action via emailing the ESSAR. Note that these requests are outside the scope of the Base Services Contracts. The BSSC are not to register/action these requests in Defence SAP. If an Asset request (within the ESSAR scope) is received by the BSSC via an AE547 or phone call, the customer is to be referred to the Website (see below link) and emailed a copy of the ESSAR form. Should an ESSAR be submitted to the BSSC in error, the BSSC should email it directly to the relevant Defence Regional Assets team as outlined in the ESSAR with a cc to the originator.

Form owner CFOG Further information can be found at the following Website link: http://drnet.defence.gov.au/DMO/OFSOP/PurchasingOfficeFurniture/Pages/Purchasing%20Office%20Furniture.aspx The form and any information contained therein remains the property of the Commonwealth.

http://drnet.defence.gov.au/DMO/OFSOP/PurchasingOfficeFurniture/Pages/Purchasing%20Office%20Furniture.aspx

BSSC Operations Manual – Quotation Form


Quotation Form

Purpose The Quotation form is an excel spread-sheet form and is for use by Base Services Contractors when providing quotations for customer pays requests. This form can be located on the GEMS Gateway: http://drnet/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx Support tab, Role-based Resources, BSSC and EMOS Contractors.

Use and Limitations The form is to be used for Quotations relevant to the Base Services Contracts only. The form should only be used for customer pays quotations only (once transitioned to the Defence SAP environment). All E&IG pays quotations will be submitted and approved within Defence SAP. Base Services Contractors complete and submit the form directly to the customer requesting the service to obtain their approval. BSSC is not responsible for completing the form or actioning anything relating to the quotation other that creating and releasing the Work Order (Quote Required status). The BSSC may be requested to provide the form to Base Services providers upon request. Only UNCLASSIFIED information is to be entered on the form. If the request is for multiple locations then a separate form should be used for each location. Only one service is applicable per form although multiple activities can be itemised and costed.

Form owner DBSMIC is the form owner and developer. Any issues or suggestions for improvement can be advised directly to the DBSMIC Group Email box – [email protected] The form and any information contained therein remains the property of the Commonwealth.

http://drnet/dsrg/GEMS/InterfaceAssets/GEMSGateway.aspx

mailto:[email protected]

BSSC Operations Manual – Business Rules November 2017


Customer Pays

• Purpose The purpose of this Business Rule (BR) is to provide guidance relating to the administration of requested services Work Orders not funded by E&IG. These services are delivered under the Base Services Contracts and can be funded by other Defence groups or external parties. This Business Rule does not include guidance on funding arrangements.

• Background E&IG has developed specific funding guidance in consultation with other Defence groups and services. With the implementation of GEMS SAP, some variations to the current administrative practices are necessary.

• Contractor Obligations The BSSC is to have appropriate scripting arrangements to make all reasonable attempts in identifying and determining funding arrangements. This should be based on PSM Business Rules and any other customer pays guidance documentation where applicable. That being said, it is acknowledged that 100% accuracy is not always possible at this early stage of receiving and registering the request.

It is up to the contractor to ensure correctness. The BSSC will do the following: • Where a Cost Centre code or WBS element is provided it will be recorded in the Customer Details tab

of the Notification (and subsequently copied across to the work order automatically upon its creation) • For ZM04 Requested Services, select one of the following Work Order PM Activity Types:

o Z50 Reqstd Srvc –Defence Paid o Z51 Reqstd Srvc –Def. Cust Paid o Z52 Reqstd Srvc –Non-Def Cust Paid

• For ZM01 Responsive Maintenance, select one of the following Work Order PM Activity Types: o Z01 Responsive Maintenance o Z02 Opportunity based Maint. o Z03 Minor Workplace Adjustment o Z04 Responsive Maint –Customr Paid

The BSSC may be requested by base services providers to obtain the latest version of the quotation form. The BSSC is responsible to despatch Work Orders to the relevant base services providers via the Contractor Information Exchange (CIX). Customer pays Work Orders are to be assigned the ‘Quotation Required’ status. Each base services contractor is responsible for liaising with the customer to determine the full scope of the service required, confirming the funding source (i.e. E&IG or customer pays) and then completing the Quotation form. The completion of the form includes obtaining the customer codes, or invoicing details in instances where it is a non-Defence customer. The customer is to sign the form, giving their authorisation to proceed with the service. The Quotation form is not to be used for E&IG pays services. These are to be submitted and approved in system via GEMS SAP. Regardless of the customer approval obtained on the Quotation form, base services providers must still enter the applicable quotation information in GEMS SAP. The system approval processes will still apply however the Work Order details Base Services providers must retain the quotation form in accordance with Commonwealth record keeping requirements.

Service Specific Business Rules



Further Information http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Customer-Pays-Info.aspx

http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Customer-Pays-Info.aspx



Escalations

• Purpose The purpose of this Business Rule (BR) is to provide guidance for the use of the GEMS SAP escalation functionality relating to Responsive and Requested Notifications.

• Background Under the Base Services Contracts, the Base Services contractors are required to advise if they are not able to meet the contracted timeframes. Customers can contact the BSSC to have the provider return to site under the following circumstances:

Work not completed Customer not satisfied with the quality of the work

GEMS SAP provides functionality, called “Escalation” in the Notification that will trigger a workflow to notify the Base Services contractor and PSM that follow-up action is required.

• Contractor Initiated Escalations Base Services Contractors not able to meet contracted timeframes are required to seek approval for an extension of time via the BSSC.

The BSSC adds an escalation task (Contractor Initiated) to the relevant Notification in GEMS SAP with a status of TSRL (Released). This triggers an internal workflow and the PSM receives an approval/rejection work item.

The PSM either approves or rejects.

If the request is rejected, the task status is automatically updated with TSCO (Complete).

If the request is approved, the task status is automatically updated with TSCO (Complete) and TSSC (Successful).

An automatic email is sent to the BSSC prompting them to:

Contact the Base Services contractor with the result of the decision Update the associated work order with revised timeframe, if the change was approved by

the PSM.

• Customer Initiated Escalations The BSSC is responsible for receiving the customer escalation, i.e. work not complete or completed to the satisfaction of the customer.

The BSSC adds an escalation task (Customer Initiated) to the relevant Notification in GEMS SAP with a status of TSRL (Released). This triggers a workflow and an email is automatically dispatched to the relevant Base Services contractor requesting action.

The Base Services contractor is responsible for liaising with the customer and ensuring their issues are satisfactorily addressed. Once this has occurred, the BSSC are to be notified of the outcome.

The BSSC are responsible for manually updating the Notification task (escalation) status with TSCO (Complete) and TSSC (Successful).



Events, Exercises and Trials

• Purpose The purpose of this Business Rule (BR) is to provide guidance for recording Responsive and Requested services relating to official Defence events, exercises and trials.

• Background Historically, service requests (for base services) relating to various Official Events (e.g. ANZAC Day), Exercises and Trials have not been identified and therefore budgeting, tracking and reporting for these activities has not been effective.

• Contractor Obligations The BSSC is to have appropriate scripting arrangements to identify if a call to the BSSC is for the delivery of a base service relating to an official event, exercise or trial.

The AE547 Service Request form contains common activities (in drop down lists) and allows for free text entry if not listed. Also, within GEMS SAP, the ‘Revision’ function will already be populated with common Events, Exercises and Trials.

Events

• ANZAC Day • Remembrance Day

Exercises

• Hamel Pitch Black Talisman Sabre • Northern Shield RIMPAC Kakadu • Bersama Shield Bersama Padu Suman Protector • Red Flag Pacific Partnership Cope North Guam • Balikatan Croix Du Sud Suman Warrior

Trials

• Nil listed

It is expected that the BSSC will create new events (Revisions) in GEMS SAP as new official Defence activities arise.

For all Work Orders (related to an official Defence Event, Exercise or Trial) the BSSC is to select the relevant ‘event’ in the ‘Revision’ field located in the Header Data tab of the Work Order.

• ‘Revision’ record naming convention The following naming convention is to be used when creating events, exercises and trials:

Events

• Event <date> <event name>

Exercises • Exercise <date> <exercise name>

Trials

• Trial <date> <Trial name>

• Further Information

Events: http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Events-.aspx

Exercises: http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Exercises.aspx

http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Events-.aspx

http://drnet.defence.gov.au/dsrg/DSOContracts/Pages/Exercises.aspx



Insurable Events

• Purpose The purpose of this Business Rule (BR) is to provide guidance for recording insurable events related to Responsive and Requested services.

• Background Under the Base Services Contracts, the Base Services Support Centre (BSSC) is the primary mechanism for Customers to initiate service requests. Insurance claim processes may take up to four years, therefore it is imperative that the BSSC has the ability to accurately record this detail to ensure the required information/details for a formal insurance claim is able to be identified and retrieved by Defence personnel in preparing that insurance claim. An insurable event is accidental loss or damage to Defence property - Buildings, Contents and Infrastructure - that is not considered to be caused by wear & tear or requires general maintenance, and is likely to exceed an accumulated loss of $500,000 across all Defence locations. For example, accidental loss or damage to Defence property or several properties could be caused by natural disasters such as a cyclone, flood, bush fire, earthquake etc or a single event such as a fire, lightning strike, building collapse or a theft. The EMOS Contractor is not responsible for submitting any insurance claims. The Defence Insurance Office is responsible for handling Comcover insurance claims for Defence Estate property damage caused by severe weather events Australia wide. Further detail on the process is outlined in Annex A: Process for Property Claims (for information).

• Contractor Obligations

EMOS Contractors through the delivery of BSSC services are expected to have the ability to identify and record services associated with insurable events. It is expected that EMOS Contractors will have appropriate scripting arrangements to identify if a call to the BSSC is relating to an insurable event. Additionally, the AE547 requires customers to identify if they believe an insurable related event has occurred. This is under the ‘Request Details’ section of the form when “Yes” is selected to indicate the request is related to an event. For those requests identified as being attributed to an Insurable Event, the BSSC, when creating the Notification and Work Order in GEMS SAP, is to:

• In the creation of the Notification, Select the Insurable related ‘Cause Code’ value and the Cause Description (40 Character Max). The following are causes applicable for insurable related events:

o Damage o Misuse o Natural Damage

• Create a new ‘Revision’ record if the event does not already exist; and

• Assign the Insurable Event to the Work Order (in the Header Data tab of the Work Order).

The EMOS Contractor will notify the DBSMIC once their BSSC Operators have been briefed on entering Insurable Event information and using the supporting Cause Codes.

• Revision record naming convention

The ‘Revision’ field will contain event records other than Insurable Events therefore the following naming convention is to be used when creating Insurable events:

Insurable Event <date> <brief description of event, e.g. “thunder storm”>



Notification Description [Naming Convention]

• Purpose The purpose of this Business Rule (BR) is to provide naming convention guidance for the short description field in GEMS SAP relating to Responsive and Requested services. This is to assist capturing information for evidentiary trail reporting purposes.

• Background GEMS SAP has an additional description field (known as the ‘short description’ field) that provides free text with a total of 40 characters in length.

A standardised use of the short description field provides flexibility with searching and reporting and can meet various business reporting requirements that might not otherwise be available.

• Contractor Obligations The BSSC is to comply with this business rule when raising all Responsive and Requested Notifications within GEMS SAP. Other parties (other than the BSSC) can create Notifications and should also adhere to this business rule, however the BSSC is responsible for monitoring and amending Base Services Notification details to ensure they conform to all applicable business rules.

• Naming conventions

The short description field in GEMS SAP is to contain standardised and consistent wording applicable to each service line. This field is also used to identify if the Notification relates to a hazard, incident, risk, etc. The total character length of this field is 40 characters. Other than what is described in this section, there is no need for any additional description to be entered into the Short Description Field. The ‘Long’ Description allows for a full detailed description of the requirement as requested by the customer.

The naming conventions to be used are as follows:

• Service Lines

Type Short Description prefix

Short Description Example

Environmental Incident remediation

ENV <Incident No.> Refer to 4.1.a.Service

ENV 12345 EU Repair

WHS Incident remediation

WHS <Incident No.> Refer to 4.1.a.Service

WHS 12345(Sentinel) EU Repair

Hazard remediation HAZ <Hazard ID No.> Refer to 4.1.a.Service

HAZ 12345 EU Repair

Risk remediation RSK <Risk ID No.> Refer to 4.1.a.Service

RSK 12345 EU Minor Workplace Adjustment

Note: ID numbers may not be provided in all instances



• Special requirements

• Cadets – Where the request is provided for and on behalf of Cadets the short description is to be

prefixed with the following:

Army CDT ARMY Airforce CDT AIRFORCE Navy CDT NAVY

• Fire Safety Surveys – Where Responsive (including minor workplace adjustments) are required as a

result of fire safety inspections the short description is to be prefixed with the following: FSS <Ref No.> Note: A reference number is preferred but not required

• Audits – Where Responsive (including minor workplace adjustments) are required as a result of an audit action the short description is to be prefixed with the following:

AUDIT <Audit Ref No.>

Note: A reference number is preferred but not required

• Benefits

• Naming conventions for the short description field will provide the following benefits:

o Users will be able to search (using * wild card) for Notifications relating to Environmental incidents, WHS incidents, hazards and risks. E.g. ENV* will return a list of all Environmental Incident Notifications.

o Users will be able to search by reference numbers, e.g. sentinel ID. o Users will be able to search by service line activities.

• Users will be able to search by specific business requirements such as Notifications related to Cadet facilities.

BSSC Operations Manual – Auto Release Thresholds November 2017


Auto Release Thresholds

What are they? Auto release thresholds are dollar values applied (at the service line level) that provides a permit and automatic release up to the threshold dollar value of a Work Order quotation that has been submitted via the CIX (with QAPR status). This helps reduce the rate of effort required of the Product Directors in needing to approve S&Q work orders and provides an immediate release of the Work Order to enable the contractor to proceed.

System Applied Thresholds

PD Service Line Column C

Auto-release Threshold E&IG pays

Column F Auto-release Threshold

Customer pays

DBSO Access Control TBC Nil DLOG Fire Fighting Not Required by PD Nil DLOG Aircraft Refueling Not Required by PD Nil DLOG Airfield Ops Support $3,000 $10,000 DLOG Retail Stores Under Review by PD $10,000 DLOG Petrol Oils and Lubricants Not Required by PD Nil DLOG Transport $3,000 $10,000 DLOG Reprographics and Printing Not Required by PD $10,000 DHRS Housekeeping TBC $10,000 DHRS Hospitality and Catering $1,000 $10,000 DHRS Laundry and Dry Cleaning $1,000 $10,000 DHRS Sport and Recreation $1,000 $10,000

DBSMIC Base Services Support Centre Not Required by PD Nil DBSMIC Commercial Operations Not Required by PD Nil DEEESD Cleaning $3,000 $3,000 DEEESD Land Management $1,500 $1,500 DEEESD Pest and Vermin $500 $500 DEEESD Waste Management $10,000 $10,000 DEPU Estate Upkeep Not required by PD Nil

DOTAM Training Area Management TBC by PD $10,000

BSSC Operations Manual – Tips and Tricks November 2017


Customise Notification Report – IW29 Notification list reports can be used to produce a list of outstanding notifications. However, the initial report display may not contain the level of detail required. This document will provide steps that will assist in customising a Notification List report of all notifications that are “outstanding”.


2 Place a check mark in the ‘outstanding’ status field. Remove all other check marks that may be present.

3 Select the notification type field.


5 Select a notification type from the list displayed (click the mouse on Z1, Z2 or Z4).


7 The notification type has been selected.



OR




Tips and Tricks



11 The default notification list report may only contain a few columns as shown below.

12 To apply a previously saved report layout go to step #29

13 To add or remove columns to the list report, click the layout button.

14 The change layout window will appear. Currently displayed columns are listed on the left with additional (available) columns listed on the right.

15

To add a column to the report, click once on the item from the right hand column. For example, to add the functional location to the list report, click once on functional location. It will then be highlighted.

16 With the item selected, click on the left-pointing arrow.

17 The selected item will then be moved into the Displayed Columns section on the left hand side.



Repeat steps 15 to 17 for each item to be added to the default list report.

18

Once all required items have been added to the “Displayed Columns” list, sort the list as required. To do this, click on an item in the “Displayed Columns” list.

19 Move the selected item by clicking on the up or down buttons as required.

Repeat steps 18 and 19 until all items in the “Displayed Columns” have been ordered as required.

20 Click the green checkmark to continue.

21 The updated list report will be displayed (see below).

22 To save the changes made to the list report, open the settings menu.

23 Hover the mouse over the Layouts menu item.

24 Select the “Save as variant” option from the menu that appears.

25 In the Save Layout field, enter a name for the updated list report.

26 Enter a description for the updated report layout.

27

To restrict access to the updated report layout, ensure that the “User-specific” checkbox has been selected. Do not complete this step if the updated report layout is to be made available to other users.

28 Click the green checkmark to continue.

29 To apply a previously saved report layout, open the Settings menu.



30 Hover the mouse over the Layouts menu item.

31 Select the “Get” menu item.

32 The Choose Layout window will appear.

33 Click on the previously saved layout from the list displayed.

34 The report will automatically update to reflect the new layout. Note: saved layouts that start with a “/” are available to other users!!

End of Instruction

BSSC Operations Manual – Check Progress of Service Request November 2017


Locate a Purchase Order Number When completing the operations in a work order (external sub tab), the purchase order (FW Order) number must be referenced. The steps below will provide guidance on how to locate a purchase order number.

Step Instruction Screen tip

1 Click in the FW Order field.

2 Select the match code button to open a search window.

3

Select the desired search method from the list displayed. Searching by Vendor is quite helpful.

4 Enter the Vendor number.


6

Double click on the desired purchase order number.

Note: in this example there are several purchase orders that can be selected. To examine purchase orders in greater detail, please execute transaction ME23N– Display Purchase Order to determine the correct line item to be referenced..

7 The purchase order (FW Order) number will be populated.

8 Finally, enter the relevant line item number.

Module: Facilities & Services Management

Transaction: IW21, IW22, IW31, IW32



Locate Agreement (Contract) Number When completing the operations in a work order (external sub tab), the agreement (contract) number must be referenced. The steps below will provide guidance on how to locate an agreement number.

Step Instruction Screen tip

1 Click in the agreement field.

2 Select the match code button to open a search window.

3

Select the desired search method from the list displayed. Searching by Vendor is quite helpful.

4 Enter the Vendor number.


6

Double click on the desired outline agreement (contract) number.

Note: in this example the contract has four different lines that can be selected. To examine the contract in detail, please execute transaction ME33K – Display Contract Details and enter the contract number.

7 The agreement number will be populated.

Module: Facilities & Services Management

Transaction: IW21, IW22, IW31, IW32

BSSC Operations Manual – Resources: Simulations November 2017


Simulations Simulations for a variety of work order management processes can be found here: http://caas/Areas/CORP/DSRG/GEMS/SitePages/Simulations.aspx

Introduction to Estate Hierarchy http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Estate-Hierarchy.aspx

Introduction to Service Masters http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Service-Masters.aspx

Introduction to Requested Work Orders http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Requested-Work-Orders.aspx

Creating Responsive Work Orders http://dsg.defence.gov.au/GEMS_Simulations/Responsive_Work_Order_Generic/index.html

Searching for Notifications – IW29 http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Display-Notifications.aspx

Searching for Notifications – IW29 by Base http://dsg.defence.gov.au/GEMS_Simulations/IW29_by_sort_field/index.html

Searching for Notifications – IW29 by PMKEYS# http://dsg.defence.gov.au/GEMS_Simulations/IW29_by_pmkeys_id/index.html

Searching for Work Orders – IW33 http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Searching-for-Work-Orders.aspx

Searching for Functional Locations (buildings) http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Searching-for-Functional-Locations.aspx

Resources

http://caas/Areas/CORP/DSRG/GEMS/SitePages/Simulations.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Estate-Hierarchy.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Estate-Hierarchy.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Service-Masters.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Service-Masters.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Requested-Work-Orders.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Requested-Work-Orders.aspx





http://dsg.defence.gov.au/GEMS_Simulations/IW29_by_sort_field/index.html

http://dsg.defence.gov.au/GEMS_Simulations/IW29_by_sort_field/index.html





http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Searching-for-Functional-Locations.aspx

http://caas/Areas/CORP/DSRG/GEMS/Simulations/Pages/Searching-for-Functional-Locations.aspx

BSSC Operations Manual – Resources: Status Values November 2017


Work Order Status Values (including email triggers)

Status Name Abbreviation Description Email to Requestor?

System Status Created CRTD Work Order created but not yet actioned. Released REL The Work Order has been released to the

contractor for action. Yes

Release Rejected RELR An error has occurred preventing the release of the Work Order.

Partially confirmed PCNF Partial work done but not yet complete. Confirmed CNF Contractor has confirmed the work is physically

complete and entered in completion details.

Technically complete TECO Yes Work complete WOCO User Status Alternate Proposal Accepted

APAC Set in response to the approver approving the alternate proposal

Yes

Alt. Proposal Approval Request APAR

Set by the contractor system when an alternate proposal is submitted for approval. Used as a subsequent status to APQS.

Alt. Proposal Quote Processing APQP

Set by the contractor system to indicate that an alternate proposal is being created in response to the request flag (APQR) set when the work order was raised.

Alternate Proposal Quote Req. APQR

Acts as an indicator to the contractor that more information (an approved quote) is required before work may proceed.

Yes

Alternate Proposal Quote Supplied

APQS

Set by the contractor system to indicate that an alternate proposal has been provided to the customer (possibly the requestor).

Yes

Alternate Proposal Rejected APRJ

Set in response to the approver selecting ‘Reject and Requote’ of the Alternate Proposal. Allows the contractor to re-submit a quote.

Yes

Alternate Proposal

APRO

Used to indicate that the work order is being raised in response to a previous service request where the requested works exceed the threshold or are otherwise out of scope.

Initial INIT Default user status before selection On Hold OHLD



Quote Approved QAPP

Set in response to the approver approving the quote provided.

Yes

Status Name Abbreviation Description Email to Requestor?

Quote Approval Requested QAPR

Set by the contractor system when a quote is submitted for approval. Used as a subsequent status to QSUP.

Quote Processing QPRO

Set by the contractor system to indicate that a quote is being created in response to the request for quote flag set when the work order was raised.

Quote Rejected

QREJ

Set in response to the approver selecting ‘Reject and Requote’ for the quote supplied by the provider. Allows the contractor to re-submit a quote.

Yes

Quote Required QREQ

Acts as an indicator to the contractor that more information (an approved quote) is required before work may proceed.

Yes

Quote Supplied

QSUP

Set by the contractor system to indicate that a quote has been provided to the customer (possibly the requestor). Used as a subsequent status to QPRO to indicate that processing is complete.

Yes

Rejected

REJC

Set in response to the approver Rejecting the quote or alternate proposal. Also used to manually reject a work order. Contractor will not be able to re-submit a quote on these work orders.

Yes

Survey & Quote

SVNQ

Used to indicate that the work order being raised is outside the monthly fixed fee and/or requires approval before proceeding.

Notification Status Values

Status Name Abbreviation Description System Status Outstanding Notification OSNO Notification raised and is open, awaiting action Notification in process NOPR In Progress (request being actioned) Order assigned ORAS A Work Order has been raised Outstanding task(s) exist(s) OSTS Not used Notification Completed NOCO Associated Work Order is 100% completed All Tasks Completed ATCO Administrative completion User Status Requested RQST Remains with this status unless On Hold, Rejected

or Cancelled On Hold OHLD Request on hold Rejected REJC Request not proceeding, Rejected. This would



usually be as a result of the request not under the scope of E&IG products & services or not a valid request.

Cancel CANC Request not proceeding, Cancelled. Service no longer required.

BSSC Operations Manual – Resources: Service Request Types November 2017


Request Types Matrix

Request Type Responsive Maintenance

Opportunity based

Maintenance

Minor Workplace Adjustment

Responsive Maintenance

Requested Service

Requested Service

Requested Service

Requested Service

Cost Type Covered Under Fixed Fee (Non-

priced)

Covered Under Fixed Fee (Non-

priced)

Covered Under Fixed

Fee (Non-priced)

Alternate Proposal

Demand Driven

LRS / TRS

Covered Under Fixed

Fee (Non-priced)

Demand Driven

Volumetric (Non-Priced)

Survey & Quote

Notes Regular maintenance

requests under

threshold

Opportunity based

maintenance under

threshold

Low value new work (not

maintenance) under

threshold

Maintenance requests over

threshold

Services under

contract covered by LRS / TRS

price schedule

Services covered

under fixed fee

Services covered under

volumetric arrangement

Services under

contract NOT

covered by LRS / TRS

price schedule

Notification Notification Type Z1 Z1 Z1 Z1 Z4 Z4 Z4 Z4 Cost Object Required

Coding 0010 0020 0030 Customer Paid 0040

Work Order Order Type ZM01 ZM01 ZM01 ZM01 ZM04 ZM04 ZM04 ZM04 PMAct Type Z01 Z02 Z03 Z50 Z50

Defence Paid Z01 Z50 Z50 Customer Paid Z04 Z51 Z51 Non-Def. Cust Paid Z52 Z52

Control Key ZPM3 ZPM4 ZPM4 ZPM3 Purchase Order /

Agreement

Work Order Confirmation Service Category ZROE

ZACT ZLRS

ZROE ZACT ZLRS

ZROE ZACT ZLRS

ZROE ZACT ZLRS

ZLRS ZZPR ZROE ZACT

ZZPR ZSUR ZROE ZLRS

Service Entry SES Required?

BSSC Operations Manual – Resources: Master Data Tables November 2017


Master Data Tables

Units of Measurement

Material Groups

Commonly used Units of Measure Base Unit Of

Measure Definition

% Percentage BG Bag D Days

EA Each H Hours

HA Hectare KG Kilogram KM Kilometre LI Litre M3 Cubic Metres MIN Minute MON Month MR Metre PAL Pallet PU Performance Unit SE Set SM Square Metre TN Ton UI Unit

WK Weeks

Material Groups for Service Towers Valuation Class

Service Material Group

Z200 Management Fees 80161500 Z201 Base Services Support 80160000 Z202 Cleaning House Keeping 76110000 Z203 Commercial Ops 90111500 Z204 Estate Upkeep 72100000 Z205 Land Management 72102900 Z206 Laundry and Dry Cleaning 91111500 Z207 Pest and Vermin Control 72102100 Z208 Reprographics & Printing 82121500 Z209 Sports and Recreation 80161601A Z210 Training Area/Range Mgmnt 80161601B Z211 Airfield Operations 78141800 Z212 Transport 78181700 Z213 Access Control 92120000 Z214 Hospitality and Catering 90100000 Z215 Waste Management 76120000 Z216 National Program Services 80101600A Z217 Project Delivery 80101600B Z218 Aircraft Refuelling & FF 78141805 Z219 Retail Stores 80161602 Z220 Petrol, Oils, Lubricants 78102101

BSSC Operations Manual – Resources: Service Categories November 2017


Service Masters Service Categories

Service Categories

Service Category Description Intended Use

Activity Number Series

ZACT Service: Activity Activity that requires monitoring with number and dollar values

100*****

ZLRS Service: LRS/TRS Agreed labour rate / task rate services 140***** ZPAR Service: Parameters Agreed Service Parameters 141***** ZSRD Service: Service Delivery Delivery table 15****** ZROE Service: Rate Of Effort Rate Of Effort - Non financial statistics 16****** ZSUR Service: Survey and Quote 19****** ZZPR Service: Priced Item Agreed pricing schedule (fixed and volumetric) 30****** ZAUD Service: Audit Statement of Work audit information (Future Build) N/A ZCOM Service: Compliance N/A N/A ZCON Service: Conformance N/A N/A ZCTR Service: Control framework N/A N/A ZDOC Service: Documents N/A N/A ZPER Service: Performance N/A N/A ZPRO Service: Product Delivery N/A N/A ZREM Service: Remediation N/A N/A ZREP Service: Reporting N/A N/A ZSSD Service: Service Sub Dlv N/A N/A ZVAR Service: Variance N/A N/A

BSSC Operations Manual – Glossary November 2017


This glossary provides definitions for many of the new terms and concepts introduced with GEMS SAP.

Glossary of Terms

Term Definition ABC Indicator Used to identify dollar thresholds for cost control

approval process.

Alternative Proposal A type of work order submitted by the contractor in response to an initial service request that could not be completed due to one of the following reasons;

a. the estimate of the Responsive Maintenance works is greater than $10,000 excluding GST;

b. the correction of defects or damage on those elements of estate being maintained under the scheduled maintenance or performance maintenance methodology results in a reimbursement claim by the contractor;

c. costs over the Defect Correction cost cap; d. it is possible to correct the Defect or

damage, but not within the Response Time within which it would be required to be corrected;

e. it is not possible to correct the Defect or damage; or

f. there is an alternative to correcting the Defect or damage which offers the Commonwealth greater value for money than correcting the Defect

Agreement A GEMS SAP term used to refer to a contract. APRO – Alternative Proposal User status used to indicate that the work order being

created is an alternative proposal. Work orders of this type are usually linked back to originating work order. Refer to ‘Reference Notification’ and ‘Reference Work Order’ for further details.

Assembly In general, an assembly is a group of parts that, together, form another larger part. This also describes a BOM and so a BOM and an assembly, in essence, are the same things. For further information click here.

Asset A physical entity within the Defence ‘Estate Hierarchy’.

Base Support Area Represents a sub-level of the graphical location defined as a Region.

http://www.gotothings.com/pm/difference-between-bom-and-assembly.htm



B.O.M. - Bill of Materials A bill of materials is a list of the raw materials, sub-assemblies, intermediate assemblies, sub-components, parts and the quantities of each needed to manufacture an end product.

Building A functional location within the Estate Hierarchy designated by the two letter prefix ‘BU’. For example; BU 30/1111

Building Level A functional location within the Estate Hierarchy designated by the two letter prefix ‘BL’. For example; BL 30/1111/2.

Cause Text This field provides an opportunity to provide additional details about the nature of the issue or problem being addressed in the work order. Limit of 40 characters.

Cause Code The Cause Codes identify predefined causes of failure or degradation for Cause analysis.

C.I.X . CIX is a business-to-business interface that allows contractors to manage their service delivery in their own systems while providing Defence with the information it requires to fulfil management and reporting obligations.

Coding A system value used to identify a service or maintenance type.

Code Value A numeric value associated with a coding selection. Company Code The company code for Defence is 1000. This is a

system value and does not change.

Contract Control Key A system value used to indicate if a work order will

attract a fee over and above the standard fixed fee arrangement. Relevant values are; ZPM3 – Cost Relevant Base Services ZPM4 – Non-Cost Relevant Base Services

Customer D.C.L .Defect Correction Limit An agreed upon dollar value threshold beyond which

the contractor will be reimbursed. For example, if the DCL is $5000 and the cost to repair is $7000 then the contractor may claim reimbursement for $2000.

Document Flow (icon) Used to display all documents relating to a particular service request. This icon is located on the task bar toward the top of the screen (just below the title bar).

Equipment Equipment is either an individual segment in an equipment system or are manageable items of equipment on their own. Note: Equipment can be associated with any level of the estate hierarchy below property.



Escalation The escalation task provides a mechanism for the customer to follow up on a service request that has not been completed, or for the Base Services contractor to seek approval from the PSM to agree to change (delay) service delivery or maintenance outside standard delivery requirements. The escalation task will trigger an internal workflow to notify the Base Services contractor and PSM that follow up action is required.

Estate Hierarchy All Defence Estate assets are organised into a hierarchical structure within Defence SAP and is known as Estate Hierarchy. Each item in the hierarchy has unique identifiers. These identifiers include Functional Locations (FLoc) and Equipment (EQUIP) numbers, which are Geo-enabled (GEO.e).

Framework Order A GEMS SAP term used to refer to a purchase order. Functional Location Functional Locations are typically immovable estate

items, eg land buildings and infrastructure. They are further broken down by estate classification (Functional Location Category) to identify where they are positioned within the hierarchy. For example, Region, Property, Building, Building Level and Building Space.

Infrastructure Infrastructure is either an individual segment in an infrastructure system network such as a road or length of pipe, or are manageable items on their own, such as a sporting or training facility. Infrastructure may be associated with Infrastructure Systems to show the relationship with other elements on the estate. Note: Services and Sub-services can be directly linked to Infrastructure.

Land Space Land refers to the base environs associated with a Property. Land is typically constrained to the boundaries of a Property; however, there are a number of non-geographically-continuous Properties, where there will be multiple Land Spaces associated with the one Property. There may also be multiple Land Spaces on a property where the land use or service delivery requirement is significantly different (e.g. a separate definition of the urban area and the training area of a property, where the use and support requirements are different).

Layout A selection of data elements to be included in search results. Typically assigned as columns, layouts can be saved for future/repeated use for commonly used searches.

Long Description An open text field in which a more detailed explanation of the service request can be entered.

LRS/TRS – Labour Rate / Task Rate Schedule



Match Code Button Used to search for data within the selected field.

Material Group Used to group together services with the same attributes into a common group. For example, 72100000 = Estate Upkeep Services

Main Work Centre A value used to identify the Base Service Contractor by service/region.

Measurement Document The mechanism by which measuring point data is captured and entered into the GEMS SAP system.

Measuring Point A measuring point is created against a functional location or equipment in the estate hierarchy to define target functionality or provide a mechanism to collect measurement information required under the contract. The Base Services contractor subsequently provides measurement documents to capture the actual functionality or measurement against the measuring point.

Message Address Details of the contact person whom the contractor should contact in relation to completing the work order. Message address details are populated by clicking the message address button when the notification is created.

M.W.P.A. Minor Workplace Adjustment

Low value new work (not maintenance) up to the value of $5,000 (excluding GST) including but not limited to:

• moving items (e.g. partitions, workstations, power points, whiteboards),

• installing additional items (e.g. power points, mounting picture rails and whiteboards) and

• replacing locks with those with a specified function.

Notification The first of two documents created in response to a service request. The notification contains details on who is raising the request, where the request is needed, priority and specific details/description. A work order is the follow-on document from a notification.

Notification Type A preconfigured value used to define different types of notifications. Values are: Z1: Responsive Maintenance Z2: Scheduled Maintenance Z4: Requested Service

Notification Status A system generated code, up to four letters long, used to indicate the status of the notification. Common values include (but are not limited to): OSNO: Notification has not yet been started ORAS: Notification attached to a work order NOPR: Notification is in process.

Object Address The Object Address is derived from the address details assigned to the functional location or equipment referenced in the Notification.



Operation An action, usually defined by a service, listed in the work order operations tab during work order creation. When the work order is received by the contractor, these operations may be adjusted to better meet the requirements of the service request.

Opportunity-Based Maintenance Pro-active maintenance that applies to any part of the estate (other than estate elements covered by performance based maintenance).

Order Type A term used to refer to a work order category. Refer to ‘Work Order Type’ for further details.

Partner A person, organisation, group of persons, or group of organisations in which Defence has a business interest.

Partner Function A definition of the rights and responsibilities of a business partner in a business process. The standard SAP partner functions (sold-to party, bill-to party, or payer, for example) can be supplemented with further user-defined partner functions (eg; recipient of duplicate invoice) Find out more here.

Planner Group A value used to identify the contractor trade type. PMActType A unique value indicating the maintenance activity type

for the work order. These values will vary according to the type of work order being raised.

Portal (SAP and/or Customer) Priority Indicates the importance of the processing of the

Notification. Response time parameters are preconfigured.

Property Property is used to define a location in a Base Support Area related to a common occupancy or stewardship arrangement where Defence has rights over the land. A Property may encompass an entire occupied ‘locality’ such as a Defence base with multiple buildings and infrastructure, a training area, individual buildings and any combination thereof. Properties also relate to leased and other areas where Defence has an interest.

Purchasing Group Reference Notification An existing notification used as a reference document.

Details such as functional location, main work centre, planner group and more are copied from the reference notification into the new notification being created. This saves time and effort and also ensures that the new notification has all of the correct reference details.

Reference Work Order An existing work order used as a reference document. Details such as functional location, operations required, scheduling details, costing details and more are copied from the reference work order into the new work order. This also ensures that the two (or more) work orders are linked within the document flow. All related (linked) work orders can then be reported on in an accurate manner.

http://it-definition.com/sap-definition/partner-function-crm-be.php



Region Reflective of the five graphical locations of Australia as defined by Defence (i.e. NNSW, SNSW, etc.)

REL - Released A GEMS SAP system status applied to a work order that has been successfully released to the contractor for further action.

Release (Work Order) An action performed by the GEMS SAP system (may also be a manual action) in which the work order is sent to the external contractor system for action. A successful release will result in the work order system status being set to REL.

Reported By A free text field in which the PMKEYS or ODS identifier can be entered. PMKEYS identifiers can be searched via the match code button in this field.

Requested Service Requested services includes the following: o customer requested services covered under a

fixed fee or volumetric contract arrangement o customer paid service requests o survey and quote services.

Requestor The person submitting the initial service request via any one of the allowable submission pathways.

Responsive Maintenance Responsive maintenance covers unplanned, reactive or corrective maintenance required to rectify defects or repair damage to Defence estate property. It also includes opportunity based maintenance, which is pro-active maintenance that applies to any part of the estate (other than estate elements covered by performance based maintenance).

Revision Revisions are used to track the operational and resource activities associated with an event. Revisions are unique identifiers which enable the grouping of related maintenance and service activities. Revisions are commonly associated with composite requested services work orders to track and schedule the operational and resource activities associated with an event.

R.O.E. – Rate of Effort A unit of measurement that defines number of tasks (or other quantum) taken to complete a work order operation. For example, the number of uniforms dry cleaned, the number of drinks served at the mess.

Scheduled Services Scheduled services are predetermined service activities to be conducted on the Defence estate. Scheduled services are planned for delivery on a regular basis.

Service Master An element of master data used to define a service. Service Request The initial request submitted by the requestor for either

a break-fix or service. Service requests may be submitted via phone, fax, email, AE547 form or directly online via the GEMS SAP portal.

Short Description Text used to describe an element or function. Short



descriptions are typically restricted to 40 characters in length.

Sort Field A free text field used to optimise search results when searching for functional locations. This field holds old (legacy) building numbers.

Survey & Quote System Status A code (up to four letters long) applied by the GEMS

SAP system to indicate changes in the status of a work order.

TECO – Technically Closed A system status applied to a work order once the contractor has confirmed completion of the work order requirements.

Transaction (Code) A GEMS SAP mechanism for carrying out a particular function or activity. Transaction codes are typically (but not always) designated by letters followed by numbers. An example of a transaction code is IW21 – Create Notification.

User Status A status (up to four letters long) set by the user during the creation of a notification or work order. For example, a user status of SVNQ can be set on the work order when a Survey & Quote is required. User status values are manually updated.

Wild Card An asterisk included in a search term, used to designate any allowable value or string of values. For example, searching *Barracks* in a description field will return a list of all descriptions which include the word “Barracks” with a capital B (anywhere within the description).

Workflow A GEMS SAP mechanism for routing system information between modules and/or stakeholders. For example, when a work order status is set to ‘technically completed’, a workflow is activated to send a system message to the requestor informing him/her of work order completion.

Work Order The second of two initial documents created in response to a service request. The Work Order contains details of operations required, any applicable costing, rate of effort and more specific scheduling details. The work order is the formal instruction to the contractor to commence action.

Work Order Type A GEMS SAP system value used to identify the type of work order being created. Allowed values are: ZM01 – Responsive Works ZM02 – Scheduled Maintenance ZM03 – Estate Appraisal ZM04 – Requested Works/Services ZM05 – Scheduled Services



End of Manual