GENERAL

The Building Management Services (BMS) of an apartment complex have probably the most important influence on the quality of life of its residents, owners and workers.  A skilled, dedicated, efficient and professional BMS is critical to the short and long-term health and vitality of the entire complex.

This document provides a Standard Operating Procedure for the BMS staff of 24K Glitterati.  It will enable them to provide their services smoothly and efficiently for day-to-day activities and for the longer-term planning and delivery of improvements.

A. NEW RESIDENT INDUCTION

1. Incoming resident(s) visit the BMS office, OR the BMS Manager visits the flat
2. The BMS Manager
   1. Fills in the name of *all* the family members in the Welcome Letter and hands it to one of the adults in the family
   2. Hands over a copy of the Moving In/Out form to one of the adults in the family (unless already done)
   3. Takes the family (once only, all in the family who can go should accompany him) around the complex in the following sequence: Club House -> Pool -> Riverside Lawn -> Tennis Court -> Podium -> Old Game Zone -> BMS
   4. Enters the resident’s basic information via ADDA Admin Web Portal
   5. Sends an email to the primary contact with the online Handbook link and a request to read all its sections
   6. Helps the adults in the family download the ADDA app and register themselves
   7. Helps the adults in the family download the MyGate app and register their flat
   8. Helps the adults in the family download the Park+ app and register their vehicles
   9. Sends a request to one of the MC members to add the adults in the family to the 24K Official and Social WhatsApp groups
   10. Enters the fingerprints of all family members into the biometric security system
   11. Provides basic information on raising requests for common services and facilities via ADDA, getting help via the WhatsApp group, BMS, and EC
   12. Answers any other questions
   13. Gives the family a large box of Cadbury Celebrations assorted chocolate packs and wishes them happy living in 24K Glitterati

B. BACKEND OPERATIONS

General Notes

All the operations below must be performed simultaneously with the event itself and not left for later.  In this way, all the essential information required for the smooth operation of society will be fully up to date always.  It will also spread out the load for the BMS personnel, making it easier to keep up the good practices in the long term.

Most operations are to be done in the ApartmentADDA website from the BMS PC in a web browser and logging in to access the 24K Glitterati instance.

1. New Owner/Resident

1. Ensure all dues are paid by the owner before onboarding
2. Remove previous owner/Tenant details from ADDA
3. Collect and check details such as owner, co-owner, tenant, residency status, primary and secondary contact information, mobile numbers, email IDs, etc.
4. Add to Adda with all details
5. Add to Access Control System with all details
6. Add to 24Kglitteratians Google Group with the correct email ID
7. Add Domestic Staff
8. Remove old Vehicle Data for the flat, add new Vehicle Data & provide Vehicle Stickers
9. Send Welcome Letter and Handbook

2. New Maintenance or Domestic Staff (Househelp/Gardener/Driver)

1. Confirm status with Resident/Vendor
2. Add to Adda with *all* mandatory details
3. Add to MyGate with all details
4. Add to Access Control System with all details

3. New Vehicle

1. Confirm status with Resident/Vendor
2. Add to ADDA with *all* mandatory details
3. Park+ Vehicle Registration Procedure

4. Change or Exit of Resident/Owner/Staff/Vehicle

1. Check the status with the relevant person and update Adda and Access Control System
2. Update MyGate
3. Update Park+

5. New Adda Ticket

1. Check it is in scope for BMS, else inform the raiser and close or re-assign to ECAct and close the ticket as per the agreed Turn Around Time
2. For long-running issues, take help from the EC and prevent ticket escalation

C. BOOKKEEPING & INVOICING

1. New Expense

1. Ensure entry into Adda Expense Tracker with all details
2. Scan and send a copy of every payment to the Accountant

2. New Collection

1. Ensure entry into Adda Income Tracker with all details
2. Send out receipts

3. Other Accounting Entries

1. Maintain all FDs in ADDA at the creation, update and closure of events
2. Maintain all budget entries in ADDA at entry, update and conversion to actual Expenses

4. SOP for Half-Yearly Maintenance Fees Invoicing

This is done in the last week of March and August each year.

Bold items are for regular units. Regular lines are for defaulting units.

1. Take an ADDA report of the defaulters (Income Tracker->Defaulters) and prepare the late-payment interest amounts in the standard Excel template created in 2016-17. Let normal invoices get generated for them, including arrears, in Step 5. Decide which ones will be charged the late-payment fee with or without interest to generate a separate invoice for this amount only in Step 7.
2. Check all the ADDA charges and tax settings are correct (Income Tracker->Setup). Check that the grace period is set to 30 days (Income Tracker-Setup, the bottom of the page). Check that the automatic late-payment interest setting is not applied by putting the interest amount there as zero. (Income Tracker->Setup, bottom of page). Check that Auto Invoicing frequency is set to half-yearly with the correct start date, although we do manual bulk invoicing only every half year (Income Tracker->Setup). Check that automatic posting of invoices is off (Income Tracker->Member Income->Bulk Posting->Generate Auto-Invoices->Enable Automatic Generation of Maintenance Bills is not checked). Check that the automatic emailing of e-invoices is set to off (Income Tracker->Setup->Notifications, checkbox two below the table) as emails cannot be reversed if something goes wrong and e-Invoices need to be reversed.
3. For any units for which an invoice should not be generated or posted, deactivate the unit (Income Tracker->Track Units->Deactivate Unit).
4. Preview invoices for each unit type setup (Income Tracker->Setup->Preview Invoice buttons)
5. Do the manual bulk batch run on the first day of the 6-month period (Income Tracker->Member Income->Bulk Posting->Generate Auto Invoices->Set Date to either 01/04 or 01/10->Generate Where Applicable).
6. Check some invoices in the ADDA app by calling EC members.
7. In case of any issues, reverse the batch run (Income Tracker->Member Income->Bulk Corrections->Reverse Invoices in Bulk->From/To Invoice Number). You need to fetch the invoice numbers of the run for this (Income Tracker->Receipts & Invoices->Invoices). This can only be done by the ADDA Moderator.
8. If everything is fine, fetch the invoices generated by date or number and select the non-defaulter and no-late-fee defaulter flats and send the e-invoice emails (Income Tracker->Receipts & Invoices->Invoices). (Defaulters will be emailed after additional invoices are raised for them as below.)
9. If there are problems and the invoices need to be reversed, ask the ADDA Moderator who can do it from Income Tracker->Member Income->Bulk Corrections->Reverse Invoices in Bulk.
10. For the defaulter flats to be charged late-payment interest, add an invoice for each flat with the fee and GST components as per the spreadsheet in step 1 (Income Tracker->Bulk Posting->Post Invoices in Bulk->Multi-Line Invoices – 15 Line Items). (This cannot be done by individual unit (Income Tracker-Members Income-Post Invoice as we need to give the breakup of different categories of charges and taxes in the invoice).
11. Fetch the defaulter invoices by date or number, select the ones to email, and send the e-invoices as in step 7 (Income Tracker->Receipts & Invoices->Invoices).
12. Send an email to this set of defaulters saying the most recent invoice has the final amount to pay, including late payment interest, and the previous invoice has the breakup of the maintenance fees.

D. QUARTERLY ACTIVITIES

Reminders to Residents

1. Remind all residents to check and update their personal staff details
2. Remind all residents to check and update their vehicle details

Audits of ADDA Data

1. Check all Staff Data vs actual staff for list accuracy and details for each entry
2. Check all Vehicle and Sticker data for list accuracy and details for each entry
3. Check all installed water flow restrictors are in place
4. Carry out the Insurance Requirements Checks using the Checklist Template

E. SECURITY INCIDENT MANAGEMENT

Treat it as highly urgent.  Inform the EC Security Focal, find out the full details, manage the incident, capture the root cause, and take corrective action for the future.

F. OTHER DUTIES

All other duties, like Daily Site Reports, Monthly Site Reports, etc., will be carried out as per the Contract for the BMS.