Property Service Certification GB/T20647.9-2006, the trump card for property bidding

The property management service certification is based on GB/T20647.9-2006 "Community Service Guide Part 9: Property Services" to evaluate property management services and property service characteristics. It is customer-centered and verifies customer perception from the aspects of functionality, economy, safety, timeliness, comfort, and civility according to the characteristics of property service contact. Combined with the management maturity of the property company, it quantifies the service level of the property service company.

Property service certification is divided into: compliant, three-star, four-star, and five-star according to relevant requirements.

1. The significance of property service certification

1. It is beneficial to strengthen the internal management capabilities of the enterprise and make management systems more standardized.

Through property service certification, a systematic and standardized management system is formed. Internal responsibilities are clarified so that each department can strictly operate according to the requirements and procedures of the certification, strengthening the enterprise's service capabilities and optimizing the management system.

2. It is beneficial for enterprises to improve and reduce costs and increase customer satisfaction.

It helps enterprises adopt an environmentally friendly and economical approach, effectively reduce operating costs, and improve customer satisfaction. It improves the environment and maintenance capabilities, thereby enhancing the company's image.

3. Provides enterprises with scientific and effective management guidelines.

Through property service certification, employees' service awareness is strengthened, and the overall quality of enterprise personnel is improved. It enhances employees' autonomy and raises the overall service level.

2. The role of property service certification

1. Use standardized service models to improve the service capabilities of property organizations.
2. Identify hidden risks and deficiencies in service technical activities to ensure self-management risk.

3. Prove service capabilities to the public and enhance market competitiveness.

4. Respond to the advocacy of relevant authorities and further seek more financial support.

3. Contents to be inspected in certification

1. Cleaning services

Inspect the cleaning services of the cleaning and landscaping department. The daily cleaning rate of public areas such as roads and stairs should be 100%, maintaining a cleanliness rate of 80% (clean time/24 hours). How the service is planned, whether a three-level document system has been formed, how it is implemented according to the documents, how self-measurement is conducted, the measurement results, and how improvements are made should all be reflected in the inspection checklist.

2. Security service inspection
First, check the security shift handover records; gatekeepers and patrols must have signatures to ensure 24-hour duty;
Second, check the on-site security duty status;
Third, check on-site safety signs;
Fourth, check emergency warning and handling measures.
Additionally, security personnel should be specially trained and assessed qualified by the security company.

3. Fire management
Security personnel should regularly conduct fire drills. During on-site inspections, training records can be checked on one hand, and on the other hand, the security personnel present should be asked if they are familiar with the location and use of fire facilities and equipment. Additionally, fire facilities and equipment should be checked on-site against the fire plan to see if signs are clear and equipment is intact and usable. Emergency evacuation routes should be checked against the evacuation diagram to ensure they are unobstructed, lighting facilities are effective, and guide signs are intact. Regular patrol and maintenance records should also be reviewed.

4. Parking management
When the property has a parking lot managed by the security department, if there is a fee, a dedicated person should be assigned for supervision. During on-site inspection, attention should be paid to whether the fees comply with regulations and whether the parking environment is safe.

5. Certification status of special operation personnel
Elevator technicians' elevator maintenance certificates, electricians' network operation permits and special operation permits, fire control personnel's fire control room operation training and examination certificates, direct-fired equipment personnel's safety technical training certificates, boiler operators' boiler operation certificates, etc.

If elevator management, water tank cleaning, boiler heating, and other work are subcontracted, the subcontractor's relevant qualifications (copies of business licenses, subcontractor company profiles, etc.), the clarity of responsibilities and rights in the service contract signed by both parties, whether the business license includes the corresponding service content, evaluation records of the subcontractor, subcontractor (water tank cleaning) work records, and elevator inspection (monthly inspection) records should be checked according to specific circumstances.

6. Elevator system. Should check:
(1) Elevator permit and annual inspection certificate;
(2) Maintenance contract;
(3) Daily patrol records;
(4) Maintenance records of the operating environment;
(5) On-site elevator operation ventilation, lighting, and safety facilities are complete and in good condition; the car and shaft are clean; the elevator operates according to the prescribed schedule.

7. Water supply
During on-site inspection, the secondary water supply health permit, operator health certificates, and water quality test reports must be requested. Attention should be paid to the cleanliness and hygiene of the water tank surroundings and the absence of secondary pollution risks.

Property service certification is a comprehensive evaluation of the service capabilities of property organizations, control of service processes, and service performance. Establishing professional, standardized, and specialized management in property is one way to prove capabilities to the public and demonstrate service levels to peers. Property enterprises build standardized, regulated, and systematic service systems, cultivate a customer-centered corporate culture, continuously improve service quality, and make service a competitive advantage.