Facilities and Operations Division

Last updated Apr. 12, 2017 - 3:28 pm
Electiical Equipment

Mission

Facilities and Operations’ core mission is to plan and manage programs that: ensure health and safety by complying with all federal, state and local rules, regulations, statutes, and codes applicable to facilities; support the overall mission of the City of Raleigh by maintaining facilities that meet operational needs and program requirements of the users, promote the public image of the City of Raleigh by maintaining the architectural style and appearance of facilities; and minimize maintenance expense while optimizing value received on maintenance investments. We are focused on helping the City of Raleigh fulfill its mission and strategic planning and we prioritize our work with these initiatives in mind at all times.

Facilities and Operations leadership sets direction and establishes customer focus, clear and visible values, and high expectations in line with multi-departmental missions, visions, and core values. It is critical in facility management to understand the core competencies of the organization as a whole and how they relate to the mission, environment, and the City of Raleigh Strategic Plan. We are responsible for providing internal services and managing a large portion of the City’s buildings, critical systems, sites and provide many services to ensure that the facilities are well‐maintained and can effectively serve staff, patrons and citizens. Within Facilities and Operations are operating managers, contractors, skilled tradesmen, energy manager, engineering and design professionals, project managers, and administrative support staff. Together, we manage City facilities by providing the following key services:

  • Preventive/planned maintenance.
  • Scheduling of maintenance work requests from other departmental divisions and City departments.
  • Identification of facility condition and functionality.
  • Planning, engineering, and project management of lifecycle replacement and upgrade work.
  • Planning, design review, and project management for minor and major capital improvement work.
  • Coordination and management of service contracts.
  • Expertise regarding facility security, access, and building automation.
  • Space and lease planning and asset management for City facilities.
  • Monitoring of facility environmental performance relative to energy and resource consumption.
  • Supporting city and non-city sponsored special events.
  • Responding during emergencies dealing with severe weather, threats, and emergency evacuations.

What We Do

Facilities and Operations have dedicated employees who are committed to providing customer-focused and oriented-results from six functional areas, collectively maintaining over 2.5 million heated square feet of building space spread across 345 buildings, decks and shelters, eight (8) city blocks, providing support to numerous leased spaces throughout the City. In addition we also manage fountains, lighting towers and systems, roadway and sports field lighting, utilities, electrical distribution, water and sewer.

The current structure and branches of the six functional areas enable Facilities and Operations to be adept in addressing problems or projects from development, execution, and even long term maintenance. Each functional area supports the other by having subject matter experts as resources to assist in the facility operations as well as administrative operations. The six functional areas are Maintenance and Operations, Budget and Administration, Projects and Planning, Energy Access and Building Automation, Space and Asset Management, and Emergency Response.

Maintenance and Operations

A construction crane on Fayetteville Street

Customer focus is a key component of effective facilities management. Various stakeholders, internal and external, must feel their needs are heard, understood, and acted upon. Facilities and Operations provides the tools to assure customer communication, assess and assimilate what is said, and implement procedures to act on expressed needs.

Services provided include:

Central Downtown Maintenance Zone is a multi-trade unit responsible for the maintenance and support of commercial buildings and providing meeting set up, special events and critical system management within a geographic area of Downtown Raleigh. This group support extends to facilities to include the Raleigh Municipal Building, Primary and Secondary Data Center, and the Primary and Secondary Emergency Communications Center. The zone serves in a 24/7 on call rotation to support services outside of normal business hours and works well for the customers as they can coordinate all their work through one focal point and get more immediate feedback.

Central Operations Facility Maintenance Zone is a multi-trade unit responsible for the maintenance and support of 12 buildings and structures in support of operational services and deployment. This service area includes the support of a physical plant, fuel and wash facilities, and critical system management. The zone serves in a 24/7 on call rotation to support services outside of normal business hours and works well for the customers as they can coordinate all their work through one focal point and get more immediate feedback.

Cityworks the citywide enterprise work order system used to generate work requests and to assist with asset management. All requests for services for both emergency and non-emergency are placed in Cityworks to generate work orders for assigning tasks to staff based on geographical locations and work order type.

Electrical services include electrical outlets, circuit panels, power to installed equipment, conduit, emergency circuits, UPS, transformers and clean power within buildings, interior and exterior lighting to include roadway, sportsfield and ballfield lighting.

Electrical maintenance corrective and preventative maintenance in buildings, structures and systems in support of the electrical services outlined above.

Elevator maintenance contractual services provided citywide for all City facilities and parking decks. Maintenance requests are administered by Facilities staff via Cityworks, phone calls, walk-ins, see click fix, online web form, and emails. Elevator problems are reported and received 24/7 and are prioritized for appropriate response and corrective action.

Fire Extinguishers Fire extinguishers require initial purchase and placement and require monthly inspections and subject to periodic recharging and testing.

Fire Systems Fire and life safety systems are installed to protect occupants; these include sprinkler, detection and alarm systems (heat and/or smoke).

Functional Testing and Commissioning is a component of the City Council LEED mandate in the construction of new City facilities over 10,000 square feet. Facilities staff take an active role in participating in the testing and commissioning reports conducted prior to the City’s acceptance and occupancy of new City facilities. Technical staff participate in the areas of mechanical, electrical, plumbing, building automation and controls, and security.

Generator Service and Maintenance Support services to include maintenance, repair, fueling, and fuel polishing for over 50 generators at various City facilities and communication towers. Responsible for load bank testing and records retention in support of compliance requirements for the accreditation of the Emergency Communications Center Department.

Grounds Maintenance is a contractual service provided for Downtown Commercial, leased facilities, remote operational campuses (Wilders Grove Solid Waste Services, Northeast Remote Operations, and Central Operations Facility), Central Communications Center and various other City facilities. The contract is intended to allow the occupants at these campuses and facilities to focus on their core mission while providing a service that allows customers to coordinate work requests through one Facilities staff point of contact. These contractual services can also be administered for vacant City property or land in a state of transition/ownership.

Heating, Ventilation, and Air Conditioning (HVAC) maintenance and repair is provided by certified and licensed in house staff. In addition to corrective and preventative maintenance more extensive monitoring and management in the areas of refrigerant and humidity are required in specific facility types.

Historic Facilities Maintenance provides specialized maintenance services for historic facilities owned by the City in compliance to applicable historic guidelines.

Janitorial Services Citywide contractual service to include trash collection, sweeping, dusting, vacuuming, polishing floors, cleaning and supplying rest rooms. Services are provided for all Downtown Commercial Facilities, Remote Operation Campuses, Parks, Recreation and Cultural Resources Department with primary Department liaisons appointed for service requests. Additional service requests are administered by Facilities staff via Cityworks, phone calls, walk-ins; see click fix, online web form, and emails.

Keys responsible for the administration and distribution of keys, lock repair, lock replacement, re-keying, master keys and locksmith records for City buildings except for Fire Station, Police, Convention Center and Public Utilities. See also electronic access systems.

Light Replacement and Repairs services for exterior installed light fixtures to include roadway, ballfield, sports field, area lighting as well as interior fixture repair, replacement and installation. Lighting levels are measured and evaluated for safety and compliance. Lamp recycling is standard practice.

Minor Work is a work type that covers a wide variety of customer requested work. Often Facilities receives requests to move furniture or hang pictures in private offices. This type of work is not completed by Facilities staff unless it violates building occupant safety, creates egress issues or has an impact on the overall building function. Facilities staff manage meeting set ups and building security with in house staff for the Raleigh Municipal Building that include City Council meetings, committee and board meetings and other special meetings.

North East Remote Operations Maintenance Zone is a multi-trade unit responsible for the maintenance and support of 5 buildings and structures in support of operational services and deployment. This service area includes the support of fueling and wash facilities as well as critical system management. The zone serves in a 24/7 on call rotation to support services outside of normal business hours and works well for the customers as they can coordinate all their work through one focal point and get more immediate feedback.

Parks Maintenance Zone is a multi-trade unit responsible for the maintenance and support of Parks, Recreation and Cultural Resource buildings and structures. This zone provides maintenance and repair for several building types to include: Community Centers, Art facilities, and other educational facilities, while also providing maintenance and repair for ballfield, sports field lighting, area and roadway lighting. The zone serves in a 24/7 on call rotation to support services outside of normal business hours and works well for the customers as they can coordinate all their work through one focal point and get more immediate feedback.

Pest Control Services contractual services provided citywide to numerous City facilities. Service requests are administered by Facilities staff via Cityworks, phone calls, walk-ins, see click fix, online web form, and emails.

Plumbing maintenance and repair services by licensed and technically trained staff for building and grounds related issues pertaining to water, sewage, drain lines, water fountains, water features, and water coolers.

Predictive Maintenance uses on-going measurements, such as infrared temperature inspection or oil analysis, to monitor equipment condition and to determine the optimal time and type of service. The idea is to provide service only when needed to maintain system performance; and, to provide a history of equipment performance. See also Cityworks and Information Systems.

Preventive Maintenance (PM) Is a high priority service in our approach to comprehensive maintenance programs. PM is an effective method of avoiding potential failure of facilities equipment and systems. Through Cityworks, an automated inventory and scheduling system, work crews are assigned to perform inspections, adjustments, cleaning, and routine service on virtually all facility-related major equipment and systems.

Snow and Ice Control Plan Facilities has primary responsibility for snow and ice control operations for City facilities and deployment sites. This plan establishes basic priorities for the conduct of these operations; prescribes the organization, control and communications procedures; and assigns specific responsibilities to either in house staff or contractual service agreements.

Solid Waste Services Facility Maintenance Zone is a multi-trade unit responsible for the maintenance and support of buildings and structures in support of operational services and deployment. This service area includes the support of an administrative facility, fuel and wash facilities, and critical system management. The zone serves in a 24/7 on call rotation to support services outside of normal business hours and works well for the customers as they can coordinate all their work through one focal point and get more immediate feedback.

Special Event Setup and Support Moving, power, sound system, stage, ramps, steps, permits, setup, tables, chairs and other logistical support necessary for special events.

Trash Disposal and Recycling is that portion of the waste stream which cannot be reused or recycled. If trash or recycling services are unavailable by the City’s Solid Waste Services Department, we manage the contract with third parties to provide containers and locations while monitoring the frequency of pickup and making adjustments based on business requirements. We coordinate the recycling containers and cardboard waste containers to ensure as much waste as possible is diverted away from landfills.

Weekly On Call Rotation Assigned Facilities and Operations staff serves on weekly on-call rotations beginning Friday thru Friday. Staff responds to calls during that week and makes necessary repairs.

Budget and Administration

This team of staff performs a broad range of duties such as: providing budget services, utility billing tracking and analysis, contract administration, performing secretarial and reception services, payroll, information tracking and data processing, mail distribution, scheduling appointments, printing, and distribution of materials, records management and retention, process purchases and payments via procurement cards, non-purchase order vouchers, journal vouchers, and purchase orders.

Services provided include:

Billing Facilities and Operations bills for utilities in support of special events for Fayetteville Street and Moore Square. Additional billing services include tenant billing to occupants of City facilities including Downtown Commercial facilities and specially programmed City facilities like 900 South Wilmington Street. Tenant billing includes creating and distributing invoices, payment application and revenue projections.

Contracts For materials and services needed to support the ongoing mission of Facilities either from a competitive formal or informal bidding, requests for proposals or requests for qualifications. City Purchasing guidelines are explicitly adhered and can often result in the public advertisement for contracts. Three quotes are required for competition for purchase of materials and/or services that exceed $5,000. Noncompetitive pricing is allowed for items that qualify under State Contract Vendors.

Customer Service is provided to internal and external customers by all members of the Facilities staff to include Administrative, Field and Management levels. The Administrative unit serves as the personal response to inquiries during normal business hours at the Facilities main office located in the Raleigh Municipal Building, Monday thru Friday 8:30 am to 5:15 pm. Additional customer service inquiries are received via Cityworks, phone calls, see click fix, online web form, and emails.

Environmental Monitoring are contractual services for the benchmark and reporting for required or requested environmental testing to include water, ground, and air quality. Monitor remediation process to ensure compliance.

Facility Information maintains records and provides information concerning the City’s buildings including space utilization upon request. Annual reports are submitted to the Office of Risk Management to update databases for insurance, tracking and reporting purposes. Such information as building data (square footage, age, number of floors, etc.) and occupant use by City Department is available.

False Alarm Citations are submitted to the Administrative office of Facilities and are monitored for corrective action.

Rebate, Incentive and Grant Funding utilized to supplement or fully fund planned or unplanned projects.

Safety and Compliance Safety and environmental mandates and standards that apply to institutional and commercial facilities requires Facilities and Operations to set up a system that properly identifies, implements and ensures compliance with the many requirements associated with these standards. We perform annual inspections and facility audits on a regular basis to ensure these codes and consensus standards for regulatory compliance are adhered to.

Service Bulletins Important general information concerning Facilities Maintenance and Operations service or interruption of services is communicated to building occupants by an electronic email distributed by the Communications Department.

Service Requests received from internal and external customers and given a work order number for identification and are sometimes called work requests.

Tenant and Property Management for space leased by the City to internal and external clients. On behalf of the City, Facilities provides services as both the leasee and leasor. The services Facilities provides are decided as part of the lease negotiations and are typically spelled out in the lease contract. Funding for normal operation and maintenance services is also arranged as part of the lease negotiation. Facilities Management can also accomplish minor and major work for City occupants in leased facilities provided the leasor approves the changes.

Training and Staff Development Facilities and Operations also focus on training and identifying training opportunities. We are committed to developing training programs to confirm staff is adequate for existing and planned building systems.

Utility Billing Facilities and Operations is responsible for reviewing, processing, budgeting, analyzing, planning, cost projecting, reporting, and communicating citywide on all utility billing matters for all City electrical and natural gas accounts.

Warehouse Management Facilities and Operations warehouse is managed by an inventory supervisor who is responsible for the warehouse function. Staff inputs data on parts into centralized computer system and correlate it with work requests in the Cityworks system for expense tracking associated with the work orders.

Projects and Planning

A Facilities and Operations Planning meeting

Projects and Planning is a powerful functional area as it provides the tools for implementing the capital improvement program, scheduled and unscheduled projects that are tied into areas related to comprehensive plan, strategic plan, and other planning documents and ensures that development occurs consistent with these plans and vision.

Services provided include:

Building Permits are pulled for all work completed by in house staff as well as larger scale projects contracted with external entities. Work on City buildings and structures are required by City of Raleigh to have building permits prior to the start of work. Project permits are a special category of building permit outside of major alterations.

Capital construction projects initiated as part of life cycle cost replacement and other upgrades typically cost more than $25,000 and require capital expenditure funding. Capital project requests are submitted as part of the City’s annual budget process and are planned up to five years in advance. Currently, Facilities manages approximately $50 million over the next 5 years in Capital and General Public Improvement projects.

Design Guidelines are technical documents and specifications written by Facilities and provided to engineers, architects, consultants, contractors and internal City of Raleigh project managers to ensure uniformity and efficiency during the renovation of existing facilities and the construction of new facilities. Guidelines are created with emphasis on mechanical, electrical, plumbing, building automation and controls and technology integration. Guidelines are updated periodically to remain current.

Design Review input and comments submitted during the planning, design and construction phases, value engineering exercise, energy model and life cycle cost analysis for new construction projects and life cycle cost upgrade and repair projects. Comments are submitted in a timely manner to ensure compliance with Design Guidelines and to minimize short and long term operating costs.

Facility Audits Facilities administers several programs that include periodic inspections of buildings and their components. This information is used to plan work and compose a statistical picture of the condition of City facilities and to provide an evaluation of current safety, compliance and energy performance.

Inspection Programs Facilities Management administers several programs that include periodic inspections of buildings and their components. This information is used to plan work and compose a statistical picture of the condition of City facilities.

Lighting Upgrade Projects completed over 5,000 lighting fixture upgrades to conserve energy by replacing old, inefficient interior and exterior lighting systems with LED and efficient lighting. Fixture count is reduced if appropriate lighting levels are met.

Painting services are typically provided by contractors with the procurement and project management coordinated by the Projects and Planning unit. It is important to note that areas are evaluated to determine if the area contains lead or asbestos for careful coordination and procedures to avoid contamination.

Plans Library Staff retains project plans for all new and existing Facilities and Operations maintained facilities. The library houses project progress plans, as builts, specifications, closeout documents, facility and system improvements plans, warranty information, and are filed according to an established labeling and filing system.

Professional Services Evaluation and Selection provided to select contractual services in the areas of engineering and architectural firms or other special consulting needs. Facilities administer evaluation and selection process for numerous services while also providing evaluation of professional services administered by other Departments or Divisions. This also includes numerous service contracts.

Project Management includes the management and execution of programming, planning, design, and lifecycle renovation.

Projects and Planning oversees the evaluation, planning, construction, remodeling, and renovation of facilities and defines major maintenance projects needed to extend the lifecycle of city-owned building and equipment through operating, GPI, CIP (Parks), and bond funding sources. Staff is responsible for the selection of architectural / engineering consultants and construction managers required to design, construction, renovation, and modification projects. Staff addresses the overall planning process, the identification of goals and actions necessary to achieve success, and the deployment of those actions to align the work of the organization. This group provides services that analyze systems facilities and systems, focus on the maintenance and improvement of a facility’s performance.

Energy, Access and Building Automation

A screen shot of the Periscope power management application

This functional area serves as network administrators that address and resolve emergency building automation, security and access situations while monitoring and adjusting systems associated with heating and cooling systems, responsible for conducting energy audits and implementing building automation systems on a regular basis and providing support when needed to improve overall energy efficiency of the systems, support design efforts by identifying and incorporating energy efficient equipment controls and controls strategies.

Services provided include:

Functional Testing and Commissioning is a component of the City Council LEED mandate in the construction of new City facilities over 10,000 square feet. Facilities staff take an active role in participating in the testing and commissioning reports conducted prior to the City’s acceptance and occupancy of new City facilities. Technical staff participate in the areas of mechanical, electrical, plumbing, building automation and controls, and security.

Geothermal responsible for the operations and maintenance, monitoring and technology integration for 28 geothermal ground source heat pumps funded by a federal stimulus grant.

Information Systems (Technology) include hardware, software and network components that communicate to central servers and provide valuable information about facility status and performance. Facilities oversees the specification, development, integration, support, licensing, and maintenance of computerized information systems in Facilities to include Periscope (energy management dashboard), building automation and controls, electronic security access and camera systems.

Security Systems responsible for maintaining design guidelines, administration of integration to security server, security reporting, credential management, badge distribution and system components to include hardware and software for all City buildings except for Fire Stations, Police, Convention Center and Public Utilities. Facilities electronic access systems have successfully integrated credentials from external entities as well as Police, Convention Center and Public Utilities. Currently over 3,600 internal and external users are enrolled within the system.

Solar Facilities is responsible for the annual attestation and reporting of the City’s only owned solar photovoltaic system. Also maintain, monitor, and integrate technology with other solar generating systems to include: City owned solar photovoltaic net-metering, third party owned solar photovoltaic, and solar hot water.

Utility Outages Construction or renovation often involves the need to shut down a utility or building system to enable system replacement or extension. Procedures are in place for planning service outages, responding to unscheduled system interruptions or failures, and contacting key individuals in buildings or departments concerning the outage.

Space and Asset Management

This team oversees and manages requests and logistics for space needs and modifications from City departments for staff additions, during budget or midyear reorganizations, or special assignments from the manager’s office that are primarily based on funding source, funding need, amount of space requested and associated timelines for city-owned or city-leased space. Facilities and Operations plays a major role in the day-to-day tenant needs, and relationship management, responsible for invoicing and payment tracking, and ensures contractual guidelines are adhered. Analyses may be prepared by in-house planning staff or conducted through studies with outside consultants.

Services provided include:

Accessibility (ADA) Responsible for the evaluation of accessibility in City facilities to ensure compliance and/or the plan/program for the update of facilities to gain ADA compliance.

Moving/Relocation Services facilitating and fulfilling the space planning, logistics management, and moving needs for City departments impacted by departmental restructuring and realignment. See also Space and Asset Management.

Space and Asset Management is responsible for management of the City’s space inventory, both on and off grounds, to support achievement of the institution’s strategic goals and objectives. Facilities staff coordinates with the Office of Budget Management, Executive and Departmental Staff, and the Real Estate Office. See also projects and planning.

Emergency Response

Staff works extended hours in emergency situations and is a part of the response when dealing with severe weather, threats, and emergency evacuation at facilities. In the event of crises, Facilities and Operations employees are prepared to work in anticipation and in response to these emergencies.

Emergency Shift Rotation:

Staff works extended hours in emergency situations and is a part of the response when dealing with severe weather, threats, and emergency evacuation at facilities. In the event of crises, Facilities and Operations employees work on two 12 hour shifts in anticipation and in response to these emergencies. Staff plays a key role in ensuring systems stay up and running 24/7 and is maintained at peak performance. The Building Superintendent is responsible for the set-up, security, and continued operational support of the Emergency Operations Center (EOC) by maintaining power, water, heating and air conditioning needs during a disaster or emergency situation. Staff work throughout the year completing system readiness and testing to ensure all critical systems are maintained and operational in the event of emergency response.

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