An integrated management system for reactive building maintenance projects

This paper presents an integrated on-line system that manages reactive building maintenance projects for large client organisations. At present, these clients deal with a large number of minor reactive maintenance work every year through helpdesk call centres. The process involves a long chain of communication between the unit managers, helpdesk operators, facility management agents, contractors and operatives. It is often characterised as slow, inefficient and high administrative costs, This study investigated an Internet based solution that enables the clients to procure and manage reactive maintenance projects on-line.