We care for buildings
Building construction and management for the City of Vienna
How does the City of Vienna manage the properties it owns? The mission statement and organisation scheme developed by Municipal Department 34 (Building and Facility Management) are the cornerstones of the integrated management of all municipal properties. Clearly defined organisational structures and fields of responsibility, as well as comprehensive services for customers, are the main criteria for managing the city's more than 1,800 properties.
In 2003, the City of Vienna established a separate municipal department to manage all its properties. Since then, Municipal Department 34 (MA 34, Building and Facility Management) has been responsible for the city's about 1,800 properties. Its workforce of about 1,230 employees manages more than four million square metres of floor space, including the City Hall building, 220 office buildings, 360 schools and 400 kindergartens, as well as churches, museums and other properties. In fulfilling this mission, MA 34 carries out some 500 development projects with a combined budget of about 150 million euro annually. Its quality management system is certified to ISO 9001:2000 and ISO 14000 01.
The development of an optimised management system for the City of Vienna's properties took about three years. The process was conducted in accordance with the principles of organisation development, taking into account the objectives of the organisation's leaders as well as the needs of staff. All employees were involved in the formulation of the mission statement. With its innovative matrix organisation, MA 34 has clearly defined areas of responsibility, with special attention being given to integrated customer care and market-oriented billing processes. The users of the properties pay rent at market-level rates. As these payments are budget-effective, they function as an incentive to municipal organisations to control office expenses more tightly, resulting in more efficient use of the available office space.
The new property management system has been well accepted by MA 34's clients who recognise and value it as a tool that supports them in their operations. For example, one central contact point has been established for schools to deal with questions and problems that relate to facility management. This effective one-stop-shop model helps schools to resolve issues more quickly, enabling staff members of focus on their core tasks.
MA 34 employs 38 property managers who take responsibility for the properties they are assigned. Within the organisation, they represent the clients and act as internal contract awarders.
To ensure optimum customer service, a telephone hotline has been established which is open to clients at all times. There is an automatic call-back service in case of complaints so that clients can rest assured that action will be taken to resolve their problem. MA 34 processes about 20,000 incident/failure reports annually. It maintains an in-house task force to deal with difficult or potentially dangerous incidents or failures within three hours.
Facts & Figures
- Number of employees: about 1,230
- Number of properties managed: about 1,800
- Total floor space managed: approx. 4 million square metres
- New construction output: approx. EUR 150m annually
- Quality management system certified to ISO 9001 and ISO 14000 01
- Energy Globe Award 2004: Contracting for energy consumption reduction at Blumengärten Hirschstetten (Hirschstetten Greenhouses of the Municipal Parks and Gardens)
DI Markus Damm
Tel. +43 1 4000 84268
Fax +43 1 4000 7997