Section 9
Facility
Management
Services
9.1 Define your methodology for creating a Facilities Management support
plan. What types of facilities would be included, which would be excluded
and how should they be supported?
The service delivery model we will implement for Zendesk will be based on a thorough analysis of the current
service delivery methods and work volumes, and will focus on key areas including:
Work volumes and processes for each service and facility
Current use of technology tools and level of integration
Current staffing model and staff volumes, and customer service requirements
Risk management/Compliance requirements
We will analyze that information and compare it to the delivery models we have implemented for customers
with similar scopes and portfolios. We provide facilities management services to numerous customers across
the United States who have dispersed, portfolios, leased and owned. We will customize our staffing and delivery
to align with the scope provided by Zendesk utilizing dedicated JLL staff and preferred suppliers, to provide a
responsive and efficient model.
Based on the locations of the Zendesk portfolio, we can provide coverage to all of your locations. We also have
strong, preferred supplier relationships with the key providers of the functions included in the RFP. We have
designed a program that incorporates a strong centralized management function to provide oversight across the
individual functions, with scalable on-site service delivery accomplished by JLL staff and preferred suppliers with
demonstrated expertise in the required functions. Where possible, we will look to self-perform key functions that
have direct customer engagement. The team will be equipped with technology tools and processes that ensure
efficiency and consistency across the Zendesk portfolio.