Pindan Asset Management has reflected on a stellar year of growth and innovation following the commencement of a pivotal contract with the WA Department of Housing (DoH) last November.

The five-year facility maintenance contract – which has the potential to run for a total of 11 years – initially asked PAM to maintain and service 5600 DoH properties in the Pilbara and Mid West/Gascoyne regions.

To date, more than 33,000 work orders have been completed by a dedicated team, which is on call 24 hours a day, 365 days a week and manages an average 150 requests each day across 6050 assets. 

According to General Manager, Pindan Asset Management, Stephen Arndt, PAM has already achieved several milestones, including the addition of 450 remote community houses to the contract scope.

“When PAM began servicing this contract on 1 November 2014, we had just completed a three-month mobilisation process,” he said.

“That process allowed us to purchase and customise our ERP (Enterprise Resource Planning) system known as IFS and establish regional branches in Geraldton, Hedland and Karratha.

“Another key milestone was the integration with the DOH system to allow multiple messages between the two organisation’s systems across the life of a work order, and we recruited 44 direct employees and back office staff plus a network of strategic sub-contractors to support the service delivery effort.

Reflecting on PAM’s “evolution” during the past 12 months, Stephen recalled the following achievements:

  • The first issued work order to be completed in 45 minutes. Feedback from DoH has indicated that this is a record response time for any work order in the region
  • Being the top or second best performing head contractor across the state for every quarterly reporting period
  • An extra 120 GROH (Government Regional Officers’ Housing) refurbishments have been completed
  • Further developed our ERP system to include Recipient Created Tax Invoicing and full inventory management
  • Purchased and customised a business intelligence tool – Qlik View which forms PAM’s daily operational management tool
  • Developed a mobile incident and inspection reporting application
  • Secured an additional client, adding 400 extra properties

Stephen said PAM has also established three other regional branches in Carnarvon, Meekatharra and Newman and grown the workforce to include 90 directly employed staff.

“We are the only head contractor that direct employs.”

Stephen Arndt, General Manager, Pindan Asset Management

“Plus, being the only new head contractor working on the contract, our service delivery approach has proved successful for the vast region we cover, when you consider performance results.”

The cornerstone of PAM’s approach is a unique “lock-step” method – including pre-work checklists, risk assessment, photographs of progress and post work checklists/tenant surveys – to manage each work order to ensure consistency in approach.

“With our system we have the ability to continuously refine the spare parts that we carry to suit the local area, similarly we continually monitor our labour profile to ensure we have the right trades in the right place with the right parts to be able to complete as many jobs as possible without the need to return to base,” Stephen explains.

“This is all done in real time and on a mobile device without the need for paperwork.” 

Looking forward to 2016 and beyond, Stephen said PAM was considering several “like opportunities”, placing PAM in an excellent position to continue its rapid growth and expansion. 

“With long-term contracts (10 years plus) in place, and on offer, and leading-edge systems and process working to support these, PAM is well placed to underwrite the Pindan business for the foreseeable future,” he said.

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18 May 2016


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