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#MEAMCON2017

CONFERENCE MAGAZINE

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Welcome to the 2017 edition of MEAMCON, the premier conference and exposition for Community and Association Managers in the Middle East. MEAMCON had

its inaugural conference in 2011 under the aegis of the Dubai Real Estate Institute and the US-based Community Associations Institute (CAI) and supported by the Real Estate Regulatory Agency (RERA).

It started at a very crucial time in the real estate industry when the fledgling practice of management services was finding its feet. With the exponential growth of the real estate market, the need for good quality management services has been felt everywhere. Developers and homeowners were on the constant lookout for professionally qualified and trained personnel who could protect and enhance the values of their properties. This need was fulfilled with the relationship between DREI and CAI to provide world-class education for community association managers and MEAMCON to act as forum for such professionals to meet, network with peers and international gurus of the global industry.

With the recent official formation of the Community Associations Institute – Middle East Chapter (CAIME), the importance of sharing and networking between professionals and companies has become even more significant. MEAMCON continues to provide plethora of opportunities to develop connections and expand professional networks through shared perspectives, experience and knowledge.

MEAMCON 2017 promises to be bigger and better encompassing many more topics with fresh ideas, new insights and advanced solutions for the Community and Association Management industry.

INTRODUCTION

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2017

Timing Topic

8:30 to 9:00 Breakfast & Exhibition

9:00 to 9:15 Opening & Welcome

9:15 to 10:00 Yourcommunitiesarenon-profit,yourcompanyisn’t

10:00 to 10:15 A word from the President of CAI

10:15 to 10:45 AreyoureadyforVAT?

10:45 to 11:15 Coffee Break & Exhibition

11:15 to 12:00 DisruptiveTechnologyinCommunityManagement

12:00 to 12:45 Panel Discussion: Technology&SocialMediaintoday’s

communities.

12:45 to 1:45 Lunch & Exhibition

1:45 to 2:15 SouthAfricanAdventure

2:15 to 3:00 International Panel Discussion: What the worldistalkingabouttoday


3:15 to 3:30 Importance of Fit-out Management

3:30 to 4:15 Panel Discussion: Crisis&EmergencyManagement

4:15 to 4:45 CMCA – The Essential Credential

4:45 to 5:00 CAIME…yourChapterneedsyou!

5:00 Conference ends

SCHEDULE AT A GLANCE

CONFERENCE SCHEDULE

*Agenda & Timings subject to change

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As the educational and training wing of Dubai Land Department, the Dubai Real Estate Institute (DREI) is extremely happy to offer full support to MEAMCON 2017. Events such as this are crucial for the betterment of the industry because community management professionals get to learn quite a lot from peers and international experts, which will definitely have a positive influence on the way they are working. With better awareness of the global trends, community managers can offer exemplary service to the residents of the communities they are managing which is good for Dubai and the region. DREI has always endorsed and promoted platforms that share knowledge and information and MEAMCON is one of them. I congratulate the team behind this event for taking the initiative to make the industry a better place to work in.

Mahmoud El BuraiCEO, Dubai Real Estate Institute

MESSAGE

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2017

The community management industry in Dubai and throughout the Middle East is rapidly growing and adapting successfully to the latest trends and technologies across the globe. CAI is proud to be associated with MEAMCON as it is the biggest platform for community managers in this part of the world to learn, exchange ideas, discuss issues and find solutions. I hope all the community managers in Dubai, the UAE and the wider region make maximum use of this unique event in order to provide better service to the residents. I would like to wish this year’s event all the best and hope to see this platform getting bigger and stronger in the years to come.

Tom SkibaCEO, Community Associations Institute

MESSAGE

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SESSION DETAILS

SESSION DETAILS MEAMCON 2017

8:30 to 9:00 Breakfast & Exhibition

9:00 to 9:15 Opening & Welcome Address Mahmoud El BuraiCEO, Dubai Real Estate Institute (UAE)

9:15 to 10:00 Your communities are non-profit,your company isn’tA very important topic given the fact that community management industry is becoming extremely competitive. Learn how to maximize your profits and stay one notch ahead of your competition. Tips for community management companies.

Michael JohnsonPresident & CEO - FCS Community Management (USA)

10:00 to 10:15 A word from the PresidentWhat is the current situation in the community management industry? What are the latest trends? What is the step forward? How CAI is playing an active role in the global community management sector?

GregSmithPresident – CAI (USA)

10:15 to 10:45 Are you ready for VAT?Definitely the biggest question in everyone’s mind. How will VAT affect the industry and how will the community management sector cope up with it?

Mahmud P.K. MeraliGroup Executive Partner, Merali’s Group (UAE)


11:15 to 12:00 Disruptive Technology in Community ManagementTechnology has changed the landscape of the community management industry. But choosing the wrong technology can have an adverse impact.

Pepe GutierrezCEO, Administrapolis (Spain)

Time Topic Speaker(s)

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2017SESSION DETAILS



12:00 to 12:45 Panel Discussion:Technology & Social Media in today’s communities.Social media and technology are influencing every industry in the world. How has it changed the industry and how it will affect the sector in the future?

Renata LiuzziDirector – Customer Excellence, Emaar Properties PJSC (UAE)

Dhiren HarchandaniFounder of Zenboxed & Partner of ADDA (UAE)

Alex DaviesManaging Director, Emrill Services LLC (UAE)

12:45 to 1:45 Lunch & Exhibition

1:45 to 2:15 South African AdventureEvery country has its own systems and procedures in the industry. What does South Africa have on offer and how can other countries can benefit from it?

Jeff GilmourPresident – ARC (South Africa)

2:15 to 3:00 International Panel Discussion:What the world is talking about todayHow the community management industry in the world is faring at the moment? Latest trends, latest technology, global practices and the future of the industry will be discussed in this session which will shed some light on a few extremely important issues.

RinoSalvatoreCosentinoLicensed Community Manager, Megafincas (Italy)

Luis Eduardo GarciaPresident – Inmobiliaria Valenzuela cia. & Ltda, (Colombia)

SalvadorDíezLlorisPresident of the Property Managers Association General Board - CGCAFE (Spain)


3:15 to 3:30 Importance of Fit-out ManagementHow community managers should effectively manage fit-out procedures to save time and money. While different companies have different systems and mechanisms in place, it is important to adopt the procedures implemented successfully in the global industry.

StephenQuinnDirector, Project & Building Consultancy - Land Sterling (UAE)

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SESSION DETAILS

3:30 to 4:15 Panel Discussion:Crisis & Emergency ManagementOne of the most critical elements in the industry is how you handle a crisis and how effective is your operational procedure for emergency situation. This session will focus on this key topic and address the concerns of the community managers.

SamerKhalifehCEO – Kingfield Owner Association Management Services

Mohammad Kaiser AzadHead of Community Management – Emaar Community Management

ShahramSafaiPartner – Afridi & Angell Legal Consultants

4:15 to 4:45 CMCA – The Essential CredentialCertification and accreditation are important factors in the community management sector. People prefer to work with certified companies from organizations such as Community Association Managers International Certification Board (CMCA). This session will address the importance of certification, the process and procedures.

Drew MulhareChairman, CAMICB (USA)

4:45 to 5:00 CAIME…your Chapter needs you!The Middle East now has a CAI chapter and the industry has been waiting for this for a long time. Supported by DREI, this chapter is already making its presence felt. In this session, CAIME’s current and future plans will be discussed apart from explaining the importance of this chapter in the community management industry in the region.

Kirk WatiloDirector - Strata, Khidmah (UAE)

5:00 Conference Ends



*Agenda & Timings subject to change

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SPEAKERS’ PROFILE

SPEAKERS’ Profile

Greg Smith is CAI’s 2017 President and has been a community manager since 2002. He has held many roles in the community management industry- onsite manager, portfolio manager, branch manager, and management company executive. Greg has been an executive with

Associa since 2010 and currently serves as a Senior Training Consultant, responsible for training and development of Associa’s community managers, executives, and Board Members. Greg has earned his CMCA® designation from CAMICB and his AMS® and PCAM® designations from CAI and has been active in CAI as a committee and board member for over ten years. Building and managing successful communities for more than 37 years, Associa, based in Dallas, Texas, is the leader in community management with over 10,000 employees operating more than 180 branch offices in the United States, Mexico, and Canada.

GREG SMITHPresident, Community Associations Institute – USA

Pepe Gutierrez has been a Property Manager from 1983 in Spain and founder of three companies MEGAFINCAS, PHCONSULTAS, and ADMINISTRAPOLIS. He is a Professor of Property Management in Alicante and Burgos University and a CPM® - Instructor Faculty of US-based IREM. Pepe has spoken on Property Management in the US, Russia, China, Japan,

Guatemala, El Salvador, Nicaragua, Honduras, Costa Rica, Dominican Republic, Colombia, Argentina, Chile, Brazil, Uruguay, Italy and Portugal.

PEPE GUTIERREZCEO, Administrapolis - Spain

Eng. Mahmoud El Burai is currently serving as CEO of Dubai Real Estate Institute. He is currently the Vice President of International Real Estate Federation, FIABCI, UK, since Jan. 2011 and sits on the board of International Real Estate Society (IRES). Mahmoud has been

selected to be FIABCI representative at the United Nations Economic Commission for West Asia (UNESCWA). He is also representing UNGC in the MENA region; applying Global Compact Principles and SDG’s to the real estate industry. He advises World Economic Forum on housing policies.

Prior to his position in Dubai Real Estate Institute, Mahmoud worked for 3 years as Senior Director of Real Estate Sector development at Real Estate Regulatory Authority of Dubai and few years as a Development Associate Manager at Dubai Holding. Mahmoud completed his bachelor’s degree in Engineering at the American University before continuing on to earn his Master’s in Real Estate from National University of Singapore. Mahmoud completed his MBA in Finance from his alma mater, American University of Dubai in 2010. He is now pursuing his DBA at Grenoble Ecole de Management in France.

MAHMOUD EL BURAICEO, Dubai Real Estate Institute - UAE

Drew Mulhare is the President of Realtec Community Services, an AAMC management company and is the General Manager of the Ford’s Colony Homeowners Association (FCHOA). He is a graduate of the U.S. Naval Academy with a B.S. in Management &

Technology. Drew came to Williamsburg Virginia to start the development of Ford’s Colony at Williamsburg in 1984. Ford’s Colony is a gated, large scale community including 3250 residential units, 3 golf courses, and a Marriott Vacation Club. Drew was responsible for development, regulatory affairs, and homeowner association management, and then real estate sales. The FCHOA is the winner of the Community Association of the Year Award and the Hall of Fame Award. Ford’s Colony earned several local, state and national awards in sustainable development, environmental preservation, architecture, and land planning. Ford’s Colony is highlighted in travel and retirement planning publications, as well as Best Practices for Transition from Developer Control and Community Spirit. Drew is the Chairman of the Community Association Managers International Certification Board (CAMICB) and serves on the CMCA Test Development Committee, as well as CAI’s National Faculty. He served two terms on the CAI Board of Trustees.

DREW MULHARE Chairman, CAMICB – USA

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2017SPEAKERS’ PROFILE

For the last 20 years Jeff has been assisting networking bodies, national committees, national stakeholder groupings, sector training authorities, national standards bodies, government departments and employer bodies, in areas of collaboration, generation

of national standards and qualifications and formalisation of agreements for purposes of harmony, legislation and common purpose. Jeff is President of the Association of Residential Communities (ARC), founder of the Community Associations Institute SA (CAISA) and executive member of the Residential Community Council (RCC). He is also a member of The World Congress of Community Association Management (TWCCAM) and the Foundation of International Community Associations Research. He received the CAI Rising Star award in 2010 for Community Association Leadership. ARC was established in 2008, celebrating 10 years in business in April 2018. ARC supports HOA directors and managers through developing best practices across all disciplines of community management & leadership and is the only organisation of its kind in Southern Africa.

JEFF GILMOURPresident, ARC – South Africa

MICHAEL JOHNSONPresident & CEO - FCS Community Management, USA

Michael Johnson is CEO of FCS Community Management, Utah’s original AAMC – Accredited Association Management Company. Michael is a highly rated member of CAI’s volunteer national faculty and in Utah volunteers his time as Chair of the CAI Legislative Action Committee (LAC). More Utah association board members have completed the Board Leadership

Development Workshop under his instruction, than any other instructor. Michael previously has served on CAI’s national Association of Professional Community Managers board, Government & Public Affairs Committee and CEO-MC Committee; as well as past-president of the Utah CAI Chapter.

Michael has earned his Certified Manager of Community Associations (CMCA), Association Management Specialist (AMS) and Professional Community Association Manager (PCAM) designations. He has a bachelor’s degree in Business Management from Brigham Young University.

Michael loves our industry and currently supervises 65 employees (including five PCAM’s) managing over 250 (27,000 units) of Utah’s best community associations.

Luis Eduardo Garcia- President, Inmobiliaria Valenzuela cia. & Ltda, Colombia. Luis is a community manager for more than 20 years, a real estate consultant and an international speaker. He is the founder and president of Inmobiliaria Valenzuela cia. & Ltda.

Member of the National Community Managers’ Association in Bogota. He has founded several real estate companies and is a renowed advisor to investors of real estate.

LUIS EDUARDO GARCIAPresident, Inmobiliaria Valenzuela cia. & Ltda – Colombia

Salvador Díez Lloris has acquired his studies in Entrepreneurship Science in the University of Valladolid. He started his exercise of Property Administrator in 1992, continuously developing it since then. He also owns the title of Real-Estate Property Agent with a long

career linked to the Real-Estate Sector.He was chosen president of Valladolid Association in

2005. He fostered the foundation of the Regional Property Managers Association in Castilla y León, being chosen as its president when it was founded in October 2012, date in which he adopted the post of President of the Spanish Property Managers Association General Board.

He is a collaborating professor in Property Studies Course of Burgos University. He has motivated and encouraged the appearance and presence of Property Managers and professional associations in the media with an intense activity that has translated into numerous press articles and an important presence of this group in Social Network. He has taken part in several Conferences and Professional Meetings, and has participated, as a speaker in national and international property-related conferences, proposing solutions for the different problems that take place in buildings due to the implementation of the different norms and laws, especially those of Condominium and Urban Renting.

SALVADOR DÍEZ LLORISPresident of the Property Managers Association General Board (CGCAFE) – Spain

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13 years of experience across 4 countries in Customer Experience, Customer Service, Strategy and Performance Management across a wide number of companies and industries. Focused on improving business performance by putting customers at the center of

businesses. In the last 3 years Renata has been focused in the Middle East Market. Previously, she spent 10 years working in Management Consulting with Accenture in London, Madrid and Caracas offices.

She holds an MBA from IE Business School. She is also a Mechanical Engineer with a Masters in Motor Sports.

Her background is in Customer, Strategy, Social Media Strategy, Social Media for CX and for Customer Service, Performance Management, Business Transformation Programmes, and Operations. She has worked across the Properties, Hospitality, F&B, Malls, Automotive, Aerospace & Deference, Consumer Goods, Telco, Banking and Oil Refining industries. Renata has been responsible to deliver complex transformation programmes, working with teams spread across more than 15 countries with a wide variety of backgrounds and cultures.

RENATA LIUZZIDirector – Customer Excellence, Emaar Properties PJSC

One of the founding members of Community Management, Kaiser has been instrumental in shaping the property landscape developed by Emaar in Dubai and the Middle East. With over 15 years of experience in property and community management,

Kaiser’s strategic orientation has a proven track record in successful master planning, value chain management, customer experience, digital transformation, cost and service optimization, sustainability, change and crisis management.

Kaiser was one of the first CMCA (Certified Manager of Community Associations), AMS (Association Management Specialist) and PCAM (Professional Community Association Manager) in the region and outside of U.S.A. He is also a faculty member at the Dubai Real Estate Institute, focusing on community management.

MOHAMMAD KAISER AZAD Head of Community Management – Emaar Community Management LLC

Stephen Quinn worked with Local Government in Scotland for 26 years as a Building Standards Surveyor and was latterly an Area Team Leader and was responsible for ensuring buildings were designed and constructed in accordance with appropriate legislation and

codes. Stephen has been with Land Sterling since April 2014 and was responsible for establishing and managing the Building Surveying Section, has developed and grown both the team and services and has built up an established client base throughout MENA and including the likes of: Emaar, Aldar, Kidmah, Farnek, Damac and numerous others. The Building Surveying Team consists of 14 professionally qualified members offering a range of services for all types of properties such as: Building Audits, Reserve Fund Studies/Life Cycle Analysis, Reinstatement Valuations, Condition Surveys/Snagging Inspections, Defects Analysis, Fire Safety Assessments, Health and Safety Assessments, Fit Out Management and bespoke services designed to suit clients specific requirements.

STEPHEN QUINNDirector - Project & Building Consultancy of Land Sterling

Alex Davies is Managing Director for Emrill Services LLC. As Managing Director he successfully delivers strong business activities through a balanced approach of strong leadership combining customer expectations, cost containment and most importantly

employee engagement in technical, service focussed and complex environments. Alex is a Certified Member of the British Institute of Facilities Management (CBIFM).

Emrill is the UAE’s leading Facilities Management service provider delivering FM services to sectors including; Aviation, Healthcare, Residential, Master Communities, and Commercial premises. Alex is responsible for delivery of services to a number of prestigious clients including Wasl, Emaar, Dubai Airports, Dubai Silicon Oasis, and Meraas.

During 2017 Emrill business has grown revenues by 10% a growth trend that extends for over 5 years, key contract awards include Dubai Healthcare City, Dubai Festival City and DC Aviation. 77% of this growth has been achieved from existing clients, demonstrating Emrill reputation for quality service.

ALEX DAVIESManaging Director for Emrill Services LLC

SPEAKERS’ PROFILE

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Shahram joined Afridi & Angell in 2002. His practice consists of corporate law, real estate law and disputes. He also advises on private equity and venture capital transactions. He heads the firm’s real estate and venture capital teams and has been highly sought

after by boards and shareholders for strategic legal advice. He is active in lobbying for and providing constructive feedback to government organizations regarding regional laws and regulations pertaining to venture capital investment, corporate governance and real estate.

He also advises clients with respect to investments, joint ventures and doing business in Iran. He is a regular speaker at seminars on legal developments and current issues in real estate and construction law. At the invitation of the Government of Dubai, Shahram lectures on legal matters at the Land Department. Shahram is well recognised by the leading international legal industry publications such as Chambers Global and Legal 500 EMEA.

SHAHRAM SAFAI Partner, Afridi & Angell Legal Consultants

Having been in the real estate industry since 2005, Samer took a strategic decision during the economic downturn in 2008 to diversity into facilities management. In 2010, he formed Kingfield Owner Association Management Services, one of the

first organizations of its kind in Dubai to obtain an Owners Association Management license. Under Samer’s leadership, Kingfield OAM Services has secured contracts for some of the most prominent developments in Dubai and focusses on building reputable business relationships through engagement and coordination to successfully control, manage, maintain and administer Kingfield-managed projects while it continues to improve communities through integrated strategies.

SAMER KHALIFEHCEO, Kingfield Owner Association Management Services

Dhiren P. Harchandani is the founder of Zenboxed (www.zenboxed.com), a solution that delivers concierge services using smart lockers. He is also a partner at ADDA (www.adda.io / www.addagatekeeper.io), ADDA is a comprehensive ERP platform for

OA’s and OAM’s, it hosts a range of modules from finance, compliance and facility management.

A Harvard Business School Alumni, Dhiren has a proven track record of success in various sectors and disciplines such as Advanced & Emerging Technologies, Company Partnerships, Marketing & Public Relations, General Management, Strategic Development, Apparel Manufacturing and Real Estate. A “serial entrepreneur” in Technology, Retail and Manufacturing, Dhiren has successfully founded, invested, exited, and managed several successful innovation-based ventures Having started his career in consulting, he has lived in the Middle East for over a decade, he has developed distinct specialization in navigating the GCC’s dynamic and highly competitive Technology and Retail industry.

DHIRENP. HARCHANDANIFounder of Zenboxed and Partner of ADDA

An Executive partner of the Merali’s Group Mahmud Merali is the regional head for Middle East and South-East Asia and takes the lead as the Group’s International & Financial consultant.

Qualifications - Fellow of the Institute of Chartered Accountants

of England & Wales (ICAEW), Certified Public Accountant (Kenya), Fellow of the Zambia Institute of Chartered Accountants (ZICA) & an Associate member of the Institute of Taxation (ATII-UK).

Mahmud has over 45 years’ experience in auditing, taxation and business advisory and serves as consultant for tax & business advisory to clients in the UK, Middle East and East Africa.

A Vice Chairman of the Board of BIM a listed entity in Turkey Mahmud participates in the Corporate Governance Committee, the Audit & the Early Risk Detection Committees. Mahmud sits on the board of 3 Sharia Compliant Saudi owned Investments Funds.

MAHMUD P.K. MERALIGroup Executive Partner - MERALI’S GROUP

SPEAKERS’ PROFILE

MERALI’S is an ICAEWaccountants and management consultants providing the highest quality of professional service to its clients.

Real Estate Regulatory Agency (RERA) in Dubai, Merali’s is registered in RERA’s esteemed list of approved auditors due to its in-depth knowledge and

of Dubai and the UAE.

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REGISTRATIONS AND MEMBEATIONS AND MEMBEA RSHIPS:

| FEDERAL TAX TAX T AUTHORITY REGISTERED || REAL ESTATE RTATE RTA EGULATATA ORY AGENCY |

| DUBAI FINANCIAL SERVICES AUTHORITY || ACCOUNTANTANT TS & AUDITORS ASSOCIATION | ATION | A

| THE INSTITUTE OF CHARTERED ACCOUNTANTANT TS IN ENGLAND AND WALES (ICAEW) |

| ACCA APPROVED EMPLOYER - TRAINEE DEVELOPMENT || ACCA APPROVED EMPLOYER - PROFESSIONAL DEVELOPMENT |

MAHMUD MERALIGroup Managing Partner

[email protected] : +971 50 273 7030

UK : +447 86 032 3264

| UK | ABU DHABI | DUBAI | SAUDI ARABIA | KENYA | UGANDA | RWANDA | IRAQ | SOMALIA

Plan with us... for a global solution

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We makesure you stay

FEATURE

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2017

What are the latest practices in crisis management for community managers? How important it is to train the managers to handle crisis situations effectively ensuring the safety of the residents? Experts in the industry comment about this pertinent issue.

Safety of residents is one of the most challenging aspects in community

management as disasters strike without notice, making it imperative for community managers to be ready 24 hours for crisis management. Mark Maynard, Senior Community Manager and Head of Site HR, Kingfield Owner Association Management Services says, “A Building Manager’s most essential role within crisis response is to implement the most effective ‘Reaction on the ground’. Consultation and discussion with emergency services such as Dubai Civil Defense and Dubai Police reveals that this factor is commonly overlooked

therefore, a community manager must be proficient in attaining an effective process for the staff and residents within their building to leave the premises calmly, quickly and above all safely, commensurate to that specific environment. These protocols have many generic elements however, Kingfield’s approach promotes the development of plans that are relevant to each community, thus enabling a ‘reaction on the ground’ that is relevant to that project.”

He further adds that the manager’s understanding of the behavior of fire alarm and fire-fighting systems, property layout, asset shutdown processes, community population and location of hazardous materials facilitates an effective transfer of information to the authorities upon arrival following the evacuation of all residents, consequently furthering

the effectiveness of the overall emergency response. A considerable number of buildings within the UAE are tantamount to small towns in themselves: failure to train the manager in these vital components could ultimately result in a lack of leadership and direction during the most critical of situations.

What exactly is crisis management?Crisis management is a broad term which needs to be explained in detail as it has multiple dimensions. Stephen Quinn, Director of Project & Building Consultancy of Land Sterling says, “Protection of your asset and occupants should be the ultimate goal of any community or Facilities Management Service. In order to maintain business continuity and maintain a safe environment to live, work and play in, it is essential that the

Mark MaynardSenior Community Manager and Head of Site HR, Kingfield

“Kingfield’s approach promotes the development of plans that are relevant to each community, thus enabling a ‘reaction on the ground’ that is relevant to that project.”

FEATURE

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correct policies, procedures, protocols and most importantly personnel are in place. The training and appointment of the personnel is paramount to achieving the end result and should be underpinned with firm procedures and documentation.” He explains that Crisis Management is about understanding the building, the occupants and its use, identifying potential risks and adopting suitable mitigation measures. “Being prepared for that emergency situation whatever it may be and whenever it arises is paramount in maintaining the asset and occupants wellbeing.

Four key steps to consider in preparation for that emergency are:

Organize and select the appropriate professional team, Establish an Emergency Response Plan, Health and Safety Manual and Business Continuity Plan, Train and Equip your team and establish Roles and responsibilities. Continually monitor, test and review the ERP,” he adds.

The UAE through its Government entities such as Dubai Municipality and Dubai Civil Defense have numerous documents and guidelines that can assist in achieving this and the Health and Public Safety Website page offers endless guidance such as Dubai Municipality, Public Health and Safety Department-Emergency Preparedness Guidelines- Emergency Action Plans & Response Plans.

What are the systems in place?Every company in the industry has developed their systems using the latest technology to act instantly in case of an emergency to minimize the damage and ensure the

safety of all the residents. For example, Three60 Communities has in place an emergency response escalation matrix to ensure we are able to respond quickly and appropriately at any time. Alan Rowlands, General Manager of Three60 Communities. “We also ensure our FM service providers have in place a similar escalation matrix, and that our teams are properly trained and conduct regular emergency drills, both with and without the participation of emergency services. It is essential to ensure that the basics, such as evacuation plans and assembly point signage, fire warden training, identification of residents with limited mobility, are in place in order to manage major crisis events.” He adds that for high rise communities, fire is the most significant, and well publicised, risk community managers face. “We advocate to our clients the engagement of an independent expert to conduct a complete safety audit of our communities, and the development of a Disaster Plan to ensure that the community is prepared to contain the effects of a crisis event in order to prevent loss of life, minimize injury and damage to property. Recent fire incidents, both here in Dubai, and more particularly in London, have highlighted the risk of Aluminium Composite cladding and it is positive that the Dubai Government is taking proactive measures to address this risk. We continue to work closely with the Dubai Government to implement these initiatives.”

Community management companies in Dubai have an excellent track record for crisis management so far thanks to the efficient systems that are in place.

Stephen QuinnDirector – Project & Building Consultancy, Land Sterling

Alan RowlandsGeneral Manager,Three60 Communities

“Protection of your asset and occupants should be the ultimate goal of any community or Facilities Management Service.”

“We advocate to our clients the engagement of an independent expert to conduct a complete safety audit of our communities, and the development of a Disaster Plan to ensure that the community is prepared to contain the effects of a crisis event.”

FEATURE

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SOCIALLYACTIVE

FEATURE

Social media has taken the world by storm and the community management industry is effectively using its benefits to maximize communications with the residents.

Today, social media is very much part of all our lives and it has become an

unavoidable part of our personal and professional life. Social media is gradually taking over the world of communication with the number of users growing rapidly every second, making it imperative for community managers as well to embrace this trend and use to their advantage. Community managers are making more use of various social media

platforms for faster and effective communication with the residents and industry members unanimously say it has made their job much easier than ever before since most of the residents are active to various social media platforms such as Facebook, Twitter, Instagram etc. Most of the community management companies and FM companies have adapted to the trends and have set up accounts in these social media portals to ensure they are not left behind in the competition.

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SOCIALLYACTIVE

FEATURE

feedback, which makes living in my community much more peaceful and happier than ever before,” he says. Indian expat Rathi S, a resident of an apartment community, says she can now contact the maintenance provider directly by visiting their social media handle and posting a complaint and the response time is quick. “It is definitely a great relief to see social media making our lives better and I am happy that our service providers are taking proper steps to make the exchange of information faster and more effective.

Social media: a game changer

According to research from US-based Pew Research Center, age demographics have little impact either. “Young adults (ages 18 to 29) are the most likely to use social media and 90% do. However, usage among those 65 and older has more than tripled since 2010.

Today, 35% of all those 65 and older report using social media, compared with just 2% in 2005. This further underscores the validity of using social media as a means for communication. Whereas five years ago an older demographic may not be as au fait with social media, it is now common practice, therefore for a community or owners’ association manager to use it as a means of communicating makes complete sense as they can speak with a vast number of people at one time,” says John, quickly adding that the traditional methods of communication cannot be ruled out completely as it is wrong to assume that each and every resident is active on social media. “We should however be mindful that not everyone uses social media so traditional methods of communicating should also be implemented, face-to-face communication for many people still remains of paramount importance,” he concludes.

Why social media?This is not a difficult

question to answer as every business in the world is dependent on it to a great extent for a number of purposes such as business development, customer service etc.

John Stevens, Managing Director, Asteco Property Management, says the prevalence of social media, particularly in this region, cannot be underestimated. “Research has shown 88% of the population in the Middle East are using social media sites daily. The UAE mobile penetration rate is over 220% and the country is currently number one worldwide for smart phone penetration at 78%. We require real time updates and this is exactly what social media and instant messaging provides,” he adds.

How do residents benefit?Some of the recent reports

suggest that residents are happy with the improvement in service provided by community management companies thanks to the increased and effective use of social media. Alex A, a resident of a gated community in Dubai says he gets regular updates from his community management company about the community and now it is much easier for him to share his feedback with the community manager. “All I have to do now is take my mobile and post my feedback which goes directly to the community manager. I am an engineer and have a busy schedule so it is not always possible for me to visit the community management office to meet and share my concerns with the concerned officials. What is more helpful is the fact that community managers respond quickly to our

John StevensManaging Director, Asteco

“Research has shown 88% of the population in the Middle East are using social media sites daily. The UAE mobile penetration rate is over 220% and the country is currently number one worldwide for smart phone penetration at 78%.”

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FEATURE

SERVICE

Community managers have a tough task at their hands, which is to keep all the

residents in the community they are managing happy. It is a daunting challenge given the fact that each resident has his or her own likes and dislikes and community managers should be prepared to deal with all types of people and issues. Sameer Kulkarni, Executive Director – Group Property Management, Dubai Properties Group says, “In today’s fast evolving home ownership environment, I look toward the hospitality industry for inspiration. Customer service and communication are two fundamental ingredients we have to borrow from the sector. These elements

will bring any company’s customer experience up to a truly five-star level! Here are four strategies my team and me constantly borrow. Exceptional customer service starts with empowering employees: Empower frontline employees to make decisions, pro-actively fix customer problems, why wait for management approvals.” He adds that it is important to communicate pro-actively. “Most residents understand: in the community management business, things happen, lifts breakdown, water pipes burst. Most residents are very understanding. Just take steps to communicate with them pro-actively, rather than let them discover the problem. Develop customer-friendly traits:

Since we deal with people’s homes, it’s essential to train employees with necessary traits like empathy and warmth. Accept the fact ‘you can’t make everyone happy’: always focus on the 85% of customers who are happy. It’s very often businesses put all their energy in attempting to convert the 15% that are not happy. Focus on your happy customers…….make them happier!” he concludes.

The happiness level in a community is linked to how well the community is managed and how effectively and quickly community managers resolve issues. Dubai, in general, has many well managed communities, which are manaaged by top property management companies headed by experienced professionals.

KEYUltimately, every community manager’s responsibility is to keep the residents happy.

is

“Empower frontline employees to make decisions, pro-actively fix customer problems, why wait for management approvals.”

Sameer KulkarniExecutive Director – Group Property Management, Dubai Properties Group

26

FEATURE

HIGH- TECH

GOING

Technology is everywhere and constantly changing in everything we do and the property and facility management industry is no different.

Today, the property and facilities management industry is going through a phase

of technological revolution, making the process of solving maintenance issues faster and more professional. For residents, right from registering a maintenance complaint to getting the issue resolved, technology is helping them immensely in each and every step. Alex Davies, Managing Director, Emrill Services LLC, “Technology is everywhere and constantly changing in everything we do and the FM industry is no different. We are witnessing the use of technology increasing in many ways, with cheaper

Alex DaviesManaging Director, Emrill Services LLC

“The use of mobile technology heightens our ability to focus on managing productivity, response times and real time tracking of job updates”

feedback for all parties. Additionally, technology platforms are producing services that are easier to access such as mobile reporting tools for faults and issues. He adds that although technology is making a massive impact, for the FM industry the key to unlock the true potential of the internet of things, increased monitoring of machines and manpower is data. Our ability to understand, interpret and act upon data is becoming increasingly important. “One key driver bringing demonstrable and quick results across the FM industry is the use of data and technology in Energy Management. BMS systems, smart sensors, smart and connected metering and smart control of buildings reducing energy use is a very exciting area that technology is being used to have an immediate impact on the holistic cost of building operation,” he concludes.

Dhiren Harchandani, Founder of Zenboxed and Partner at ADDA - A growing number of community managers and Owners Associations are leveraging technology as a strategic business asset. “Having the right technology backbone can add tremendous value up and down the organization from finance, compliance, facility management and

sensors monitoring parameters and greater knowledge it’s enabling decisions to be made quicker than usual with a more proactive approach. The use of mobile technology heightens our ability to focus on managing productivity, response times and real time tracking of job updates providing us with detailed

27

2017FEATURE

communication. One area where tremendous value can be unlocked is in operational efficiency. Owners Associations can leverage technology to accelerate the collection of maintenance dues, providing owners with the ability to pay for maintenance dues thru an app enhances the convenience and delivers delight to owners. Another area of efficiency gain is the streamlining of the budgeting process, which is currently taking the Owners Association a tremendous amount of time and effort. Moreover, technology can unlock tremendous value in the community itself. Having the right technology backbone can exponentially enhance the safety and security of residents in the community. Identifying the right technology partner is paramount. There are three boxes that are non-negotiable when evaluating a technology partner. The first is support, has your technology partner developed a culture within their business of support and service, moreover, do they have local support with clear SLAs? The second box is customizations, each business is unique, and inevitably your business will require some level of customizations. It’s critical that your partner’s technology stack makes customizations straightforward. The third box is the DNA of the technology partner. There are two types of technology companies, the first are the ones focused on Sales and Marketing, and the second are the ones that are focused on the product, the success of your business increases exponentially when you align yourself with a technology partner that is sharply focused on the product. Finally, having

the right technology backbone can serve as an asset, which drives up the overall value of the community management business. Moreover, it gives the Owners Association a sustainable advantage in the highly competitive industry of community management,” he explains.

What is on offer?Technology is evolving

everyday with new systems being added and existing ones upgraded. Rajan Neelakantan, Chief Executive Officer & Partner, Lattice, says technology systems like ERP/EAM are often used for Service Operations & Asset Maintenance functions, however in reality ERP/EAM cannot fulfil the role of a CAFM system. “Our Reflexion CAFM with its Help Desk, Auto PPM scheduling, Technician Mobility, Interactive SP Portal/App, Customer Portal/App brings efficiency in managing RM and PPM Work Orders, Geo Mapping, Audit functionality etc; leading to proper asset maintenance process & Asset life cycle Management benefiting OA for a better Customer Experience & ROI.

Using a wrong system and PPM is not done correctly the life of the asset will shrink causing financial loss due to premature replacement of the asset impacting to a saving of 5% to 10%. Better maintained assets will consume less electricity, water etc.. Leading to Energy Saving and can reduce up to 10% of the utilities bill. Additionally comparative analysis between similar assets or building portfolios combined with at SQFT level using the Reflexion CAFM’s MIS suite will help identify issues related

to Energy wastage, Asset efficiency, Technician efficiency, Service Provider efficiency. So choosing the right technology is the key factor. Owners association managers have to know that CAFM is what they needed not ERP/EAM systems to address their end objective,” he says.

Choose it rightWhile technology will help

you save money and implement faster operation procedures, choosing the wrong technology can completely backfire and may have an adverse impact. So it is important to choose the right kind of technology. Tariq Chauhan, Group Chief Executive Officer, EFS Facilities Services says it is true indeed if the wrong technology is not chosen it can bring many challenges both in context to operations and financial cost overruns . “However one needs to understand the definition of right technology, especially in context to BMS and CAFM. The main prerequisite is to check if the developer has installed MEP assets with embedded technofixes such Chillers, CCTV, Fire Alarms BMS systems etc. with right functional specs as often these assets are installed with out of date or very advanced specs that are not user friendly and their maintenance cost is too high due to advanced MEP skills needed to maintain them or high AMC costs. It is a common practice in construction procurements that Developers sign long terms AMCs in lieu of cheaper front end costs of equipment’s with terms that are not good for stable maintenance regimes,” he adds.

Rajan NeelakantanCEO, Lattice

Tariq Chauhan Group Chief Executive Officer, EFS Facilities Services

Dhiren Harchandani Founder of Zenboxed and Partner at ADDA

“Better maintained assets will consume less electricity, water etc.. Leading to Energy Saving and can reduce up to 10% of the utilities bill. So using the right technology is the key factor.”

28

VAT is nothing but the excess amount which is ultimately paid by the final consumer. The standard

5% rate is applied on all the good and services supplied however there are certain services which are zero rated (where input tax credit or refund can be claimed) and certain services which are exempted from tax. There are some changes that will occur in how businesses operate that need to be tackled in order for the business to be ready for the implementation of VAT. The major change will be on the cash flow management, which in turn brings up positive notes to the business as improved billing and collection systems can assist in minimising adverse effect of tax. As service charges such as utility, and maintenance of common areas will all be subjected to the standard rate of tax, companies need to consider how they will be pricing their services so they are not found or perceived profiteering. Adding on to that, IT systems will need to be upgraded or modified to produce accurate budgets for the service charges.

Middle East, especially the UAE is growing at a fast pace, and so is the Facilities Management

(FM) industry. FM companies are being challenged with delivering quality service on a budget and demanding KPIs. Thankfully, advancement of technology is on the rise and FM companies need to adapt to survive in this demanding market.

We have already witnessed a rise in CAFM (Computer Aided Facilities Management) software usage by major FM companies with a few leading the way with implementation of mobile applications. If we want to benchmark ourselves to international standards, we need to move towards Predictive Maintenance where we can forecast the life of an asset, its maintenance schedule and even avoid major breakdowns through early intervention. Predictive Maintenance can be achieved through RFID sensors and Artificial Intelligence. With this combination, FMs can benefit from:• Achieving near 0% asset downtown• Remote scheduling and dispatching• Going paperless• Online platform to manage requests

and job orders (with tracking)• Provide live update to clients for

work on progress• Maximize efficiency of taskforce

thereby reducing man-power required per site

USE

OF T

ECHN

OLOG

Y IN

THE

FM IN

DUST

RYShahzad MalikGeneral Manager, Legacious Facilities Management LLC Unlike the days of old,

customers today are very empowered, understand their rights and have access

to information at their fingertips. With several online forums and social networking platforms, they also have access to the feedback of others enabling them to make informed peer-based decisions. Customers expect instant feedback, and there is a constant ‘conversation’ happening that influences brand perceptions and customer experience. Customers expect genuine two-way interaction and a quick response to their queries, and swift redressal of their grievances, if any.

In today’s changed scenario, especially in the field of Community Management, it is essential that we carefully listen to our customers and demonstrate to them that their feedback is being considered and prompt action is being taken.

Every community management company should, if they haven’t already, embark on a comprehensive and intuitive learning and development program to ensure their staff are duly trained on customer service.

At Emaar, we enable our people to build professional careers and in this, training and mentoring are a key part of their all-round development. I personally conduct induction for all new members of the customer-interacting team to ensure they understand our brand and values, and let them know firsthand about how important our customers are for us. Every member of the team has a specific training schedule and development plan to ensure they are prepared to deliver the best customer service.

CUST

OMER

SE

RVIC

E

Jeevan J D’MelloChief Customer & Community Officer, Emaar Properties PJSC

EXPERT VIEWS

VAT

AND

ITS

EFFE

CTS

Mahmud P.K. MeraliGroup Executive Partner, Merali’s Group

EXPERTVIEWSVIEWS

34

Unlike the days of old, customers today are very empowered, understand their rights and have access

to information at their fingertips. With several online forums and social networking platforms, they also have access to the feedback of others enabling them to make informed peer-based decisions. Customers expect instant feedback, and there is a constant ‘conversation’ happening that influences brand perceptions and customer experience. Customers expect genuine two-way interaction and a quick response to their queries, and swift redressal of their grievances, if any.

In today’s changed scenario, especially in the field of Community Management, it is essential that we carefully listen to our customers and demonstrate to them that their feedback is being considered and prompt action is being taken.

Every community management company should, if they haven’t already, embark on a comprehensive and intuitive learning and development program to ensure their staff are duly trained on customer service.

At Emaar, we enable our people to build professional careers and in this, training and mentoring are a key part of their all-round development. I personally conduct induction for all new members of the customer-interacting team to ensure they understand our brand and values, and let them know firsthand about how important our customers are for us. Every member of the team has a specific training schedule and development plan to ensure they are prepared to deliver the best customer service.

The Community Associations Institute Middle East Chapter (CAIME) is the official chapter of the US-

based international organization, Community Associations Institute (CAI). CAIME was legally incorporated in Dubai in May 2017 with Mahmoud El Burai serving as the Chairman, Jeevan J D’Mello as the inaugural President, Samer Ganni as the Vice President and Kirk Watilo as the Executive Director.

For more than 40 years, CAI has offered education and guidance for community association homeowners, volunteer board members, and businesses serving these communities. Through CAIME, the local business community, community managers, and industry partners will benefit from CAI resources including the Institute’s comprehensive education and credentialing programs run by DREI. CAIME will offer members the opportunity to attend educational sessions, an annual conference, and a range of networking and social events.

CAIME is one of 62 CAI chapters in the United States, Canada and South Africa as well as housing

leaders in several other countries, including Australia, Spain, and the United Kingdom.

“Our partnership with the CAIME Chapter is reflective of the changes in today’s housing models around the globe,” says Crystal Wallace, CAE, CAI’s vice president of membership and chapter relations. “As common-interest communities continue to grow, the CAIME Chapter’s expansion accommodates and ensures that CAI’s worldwide network is being served by offering professional community managers and homeowners invaluable access to latest industry resources, training, and networking.”

“Through CAI’s industry education and resources, community managers and housing leaders in Dubai and the UAE have gained invaluable knowledge on living and working in today’s owners’ associations,” said Jeevan J. D’Mello, CMCA, AMS, LSM, PCAM, CAIME president. “Being a part of CAI will continue to help our homeowners and professional managers mitigate risks across unpredictable challenges as the region’s housing model evolves, as well as promote industry best

practices and foster collaboration among local professionals and other CAI chapters.”

“CAI works diligently to envision the future of community association living, governance, and management worldwide,” said Thomas M. Skiba CAE, CAI’s chief executive officer. “The expansion of the CAIME Chapter further shows the importance of understanding the key trends in today’s community associations. Whether you live in a condo, homeowners association, or co-op, maintaining and improving property values and making communities preferred places to call home is a universal goal.”

CAIME hosted its inaugural chapter formation event on May 17 2017. Membership to the Chapter is currently open to professionals in the field of Community Management and those who serve community associations and other interested individuals and organizations. CAIME does not represent any one professional or interest group. Rather, it represents the process of creating and operating a successful, viable community association.

ABOUT CAIME

Jeevan J D’MelloPresident

Mahmoud El BuraiChairman

Samer GanniVice President

Kirk WatiloExecutive Director

About CAIME

We are professionals in the management & administration of

buildings, communities of owners & condominiums that provide global

solutions in an increasingly technological world.

Managing Todaythe Communitiesof Tomorrow

AdministrâpolisDoor OpeningThe easiest way to open your garage door with your smartphone.

AdministrâpolisFacial RecognitionProperty managers manage hundreds of buildings and residential resorts, dealing with thousands of owners.

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AdministrâpolisChatbotThe Administrâpolis Chatbot operates 24/7 without interruptions.

AdministrâpolisInfographicsThe whole budget in one image and the economic outlook for next year at a glance in a second.

AdministrâpolisIoT SensorsThe power of the IoT Sensors at the service of the property.

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