Critical Facilities Operations Process: Explanations and illustrative examples. For training videos, please visit https://m.youtube.com/channel/UCYw2fG4p7buyhJD0EYHahuQ

1. Coromatic Academy
Open Compute Project, Critical Facilities Operations Framework
Process: Site Assistance
Rev 2020-08-05
Information classification: Public

2. Contents
• Process overview
• Lessons learned / customer experiences
• Final notes

3. SITE ASSISTANCE
OCP Critical Facilities Operations Framework

4. Site Operations
Integration
Terms &
Conditions
OCP CFOPS Delivery model
Incidents
Work Orders & Projects
On-site Access
Service Levels
Organization
KPI Monitoring
& Reporting
Lifecycle &
Financial
Mgmt
On-site
services
Security &
Access
Maintenance
In / outdoor
FM
Site
assistance
Site Inspection
Audits and
Compliance
Site Management
Delivery Support
Service Level
Mgmt
Lifecycle &
Financial
Mgmt
WO & Project
Mgmt
Monitoring &
Reporting
Governance
and BCP
Advisory and
Benchmarking
Supply Chain
and Sourcing
Service Desk
24/7
Incident Mgmt
Team &
Suppliers
Capacity
Mgmt &
Optimization
Document
Mgmt
Compliance
Mgmt
Service
Improvements
Asset List
Border List
Customer
Managed
Operating
Center
Source: OCP CFOPS 2019 v1.4

5. Site Assistance
MindMap Overview Process Summary
The aim of Site assistance services is to enable the customer to perform its primary
activities in the site at normal status. This is done by handling specific services under
controlled conditions, i.e. scheduled, budgeted and approved.
Services are performed inside building constructions. They may be performed within or
outside the Net Floor Area (NFA) and may comprise Space & Infrastructure and People
& Organization services.
'Space and Infrastructure' (such as Site Engineer on site) refers to the physical built
environment with focus on (work-) space and (building-) infrastructure. It is commonly
referred to as "hard FM“
'People and Organization' (such as goods handling, Smart hands / remote hands or
third party escorting) covers the people and the organization. It is related to work
psychology and occupational physiology and is commonly referred to as “soft FM“
Manned site
Site engineers or site technicians can man a site as per agreement, normally during
office hours or 24/7, but also at scheduled critical times, e.g. end-of-month week.
Based on: OCP CFOPS 2019 v1.4

6. Site Assistance
MindMap Overview Process Summary
Smart / Remote hands
These services involve designated personnel physically touching customer's equipment and critical
assets in accordance with written or verbal instructions. Sample services performed:
• Power shutdown
• Visual inspection of customer’s equipment
• Cables and patching
• Installation of hardware (move-add-change)
Third party escorting
This is to ensure access only to equipment and assets when subject to one or more of the following:
• site operational procedures
• operational requirements
• ‘two-person rule’ access
Goods handling
To minimize third parties accessing the premises this can be handled by dedicated staff:
• Receiving goods (incl. signing receipts)
• Packing/unpacking (incl. inventory and defect controls)
• Recycling and disposal
• Hand-out of goods (requiring signing by recipient)
The site assistance services may contain other site-specific services agreed with the customer, to enable
customer’s optimal use of the site.
Source: OCP CFOPS 2019 v1.4

7. Lessons learned / Customer experiences
“Before we introduced a local site technician, all our on-site providers
entered our buildings without any escorting or clearly established
permit to work system.
The problem was that we had no-one to ensure they met our Health &
Safety standards or if they documented the changes they made to our
site systems – or even if they accessed only the technical areas where
they needed to go.
This led to technical problems in our environmental controls systems,
because the configuration settings were different on different units
since no-one had documented which Site Configuration Procedure was
to be used to gain the best performance across the site...”

8. Final notes
• Clarifying roles and accountabilities is important to avoid expectancy gaps
and uncertainty on what mandates a role includes.
– Example: Site Engineers are responsible for planning and overseeing on-site
works. They are the local project managers and the “go to persons” for
approvals and document review, e.g. permit to work or as-built drawings.
– This should not be confused with a site technician dedicated to provide
remote hands services or to service a specific site system.
– Examples of roles and their responsibilities are found in the Terms & Acronyms
list of the OCP CFOPS Framework
• On-site works should always include updating and finalizing related
documentation and service records

9. Questions?
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